Managed IT Services

The vendor required to provide IT managed services including management of workstations, infrastructure, network devices and security.
- Requirement:
•    Manage and maintain network devices such as servers, switches, routers, firewalls, ups and other physical network devices.  
•    Coordinate technical support and maintenance of integrated systems including but not limited to microsoft outlook, financial software (microsoft GP dynamics), printer software, recreation software (Finnly sport), WIFI (public and domain), utilities software (NEPTUNE), VPN management, security software and various other software licenses. 
•    Act as the vendor liaison for all hardware, software and server applications. 
•    Ensure regular and scheduled backups are performed and tested on a regular basis.
•    In the event of a disaster involving the data or system, the proponent must be able to recover the data or system in a predetermined timeframe.  
•    Install and manage anti-virus, anti-malware and anti-spam software, firewall(s) and ensure security is maintained.  
•    Maintain complete listing of all IT assets including location, purchase date and warranty.  Establish a hardware renewal timeline. 
•    Make recommendations for infrastructure updates for consideration during annual operating and capital budget discussions.  
•    Lead any integral change management plans related to upgrades of the IT infrastructure and provide ongoing training and support to staff members.
- Service desk and on-site support
•    IT is understood that a variety of network administration and management tasks will be performed, both onsite and remotely, for the municipal office and its facilities.
•    The proponent shall operate a help desk during and outside of regular business hours to act as a first point of support.
•    Response time expectations (can be negotiated):
o    Critical system outage: 15-30 mins
o    High priority issue: 1 hour
o    Medium priority issue: 1 business day
o    Low priority issue: 3 business days 
•    Provide an on-call service response for essential services
•    Participate in scheduled meetings with the city, as required.

- Contract Period/Term: 1 year