The Vendor is required to provide for Managed IT Services beginning on July 1, 2026.
- Managed IT Services Provider (MSP) will enable schools to continue improving operational effectiveness, enhance quality of services, minimize support costs, and maximize return on investment in IT.
- Provide comprehensive technical support for this infrastructure, in the form of general network support including 24/7 monitoring services, cyber security services, maintenance of hardware, updates to software, troubleshooting/repair on all computer systems and network server equipment, as well as backup and disaster recovery services through a mix of remote and onsite efforts.
- Our primary objectives are to control and optimize the costs of maintaining the network, enhance user satisfaction, and sustain a robust, secure infrastructure that protects sensitive data in compliance with all applicable Federal and State regulations.
- Support Services
• Unlimited Remote Support Desk services
• Must provide defined support aligned with service level agreements (SLAs), including response and resolution times, uptime requirements, reporting obligations, and performance credits.
- Network & Infrastructure Management
• Managed applications, including network-based storage and configuration
• Managed networking and configuration
• Managed servers and configuration, including upgrades over the life of contract
• Managed email services (Google Workspace for Education), including identity integration
• Monitoring and support for LAN/WAN/Wi-Fi
• Management of switches, routers, firewalls and content filtering in a K-12 school environment (Securely).
• Backup and disaster recovery management
• Network performance monitoring and analytics
- Account and Customer Management
• Dedicated account manager and/or dedicated account liaison
• Help Desk with ticketing system and reporting capabilities
• Remote Monitoring and Management access
- Onsite Support Expectations
• Included onsite hours per week/month (if any)
• Typical response time for onsite dispatch
• Maximum travel radius for assigned engineers
• Cost structure for additional onsite support beyond included services
• Specify whether onsite services are bundled, pooled, or billed per incident
- Monitoring, Checks, and Testing
• Daily and periodic system checks and testing, including:
o Up-to-date antivirus verification
o Security alerts and notifications
o Log review (as necessary)
o Backup testing
- Security Management
• Antivirus management
• Web/content filtering management
• Firewall management, including intrusion prevention
• Endpoint detection and response
- Contract Period/Term: 5 years
- Questions/Inquires Deadline: January 26, 2026
