Managed IT Services

The vendor required to provide managed information technology (IT) services, including backup and disaster recovery, cybersecurity, and cloud support.
- Support hours
•    Provide on-site technical support between the hours of 8:00 am to 6:00 pm Monday through Thursday and 8:00 am to 5:00 pm Friday. 
•    The city shall provide a working area for consultant staff when on-site. 
•    Provide on-site technical support for city council meetings, commission meetings, and other public events held after business hours, as requested. 
•    Provide on-site technical support for emergency operations center setup and support, scheduled generator and ups tests, restoring IT services after unscheduled outages, and related activities, as requested. 
•    Distribute on-site help desk activities among at least two (2) consultant employees to provide breadth of coverage and knowledge-sharing among consultant employees. 
•    Provide a fully staffed remote help desk available by phone and email between 6:00 am and 10:00 pm daily, including weekends; and call-back service between 10:00 pm and 6:00 am daily. 
•    Perform repairs and maintenance requiring system-wide downtime between 10:00 pm and 6:00 am daily, including weekends, unless alternate times are approved in advance by the city. 
•    Provide support for remote and telecommuting staff including VPN, secure remote access, virtual desktops, microsoft 365 access, teams’ collaboration, and cloud-based file sharing. 
•    Provide support for AI tools adopted by the city, including configuration, integration, governance, and troubleshooting.
•    Provide support for microsoft 365 applications, including teams’ meetings, online collaboration, and mobile device access.
- Support categories
1. Maintenance
•    All activities involving the day-to-day maintenance of the city’s IT environment are termed “maintenance” and shall be included in the scope. 
•    Examples of maintenance activities include, but are not limited to: monitoring, updating, patching, and break and fix activities for network equipment, servers, virtual servers, computers, printers, copiers, scanners, computer peripherals, telephones, internet services, network services, and software; and like-for-like equipment replacements. 
•    Support, configuration, and administration of microsoft 365 services including exchange online, teams, SharePoint, OneDrive, Intune, azure ad/Entra id security, MFA, and compliance tools. 
•    Routine support for staff using telecommuting tools including VPN, virtual desktops, teams’ meetings, remote collaboration platforms, and cloud storage. 
•    Routine support for approved AI tools including user access, system configuration, AI governance compliance, and troubleshooting. 
•    Furthermore, the following activities are considered maintenance and are included in the contract base
2. Projects
•    Activities involving significant or disruptive changes to the city’s IT environment, or are otherwise not considered maintenance, are termed “projects”. 
•    Projects are considered outside the base scope and shall be billed to the city at the hourly rates established for “extra work”. 
•    Examples of projects may include: business process analysis, needs assessments, or other significant research projects; the addition of new requirements, capabilities or operations affecting a department or the enterprise; the deployment of new enterprise software; the installation of equipment entailing re-engineering of existing systems; or major upgrades to software requiring new system architecture or new business processes. 
•    For each project, consultant may provide the city a project plan and cost estimate. 
•    The consultant is not obligated to submit a project plan or cost estimate for any project. 
•    Quotes for all projects shall itemize labor hours, equipment, software, services, and other expenses; hourly rates must comply with contracted hourly rates for extra work. 
•    Project management: consultant shall provide project management services for the planning and execution of all IT projects. 
•    Project management services may include but are not limited to the following:
o    Oversight, planning, execution, and closure of IT projects.
o    Project status reports and written project plans.
o    Conduct purchasing process for city upon request. 
o    Provide ad-hoc reports on systems and applications as requested.

- Contract Period/Term: 3 years
- Pre-Proposal Meeting (Non-Mandatory) Date: January 29, 2026
- Questions/Inquires Deadline: February 6, 2026