Information Technology Services

The Vendor is required to provide information technology (IT) services for include:
•    Managed support for networks, servers, workstations, mobile devices, and peripherals. 
•    Help desk services with defined intake, prioritization, escalation, and resolution procedures. 
•    Support for cloud-based platforms such as Microsoft 365 and hosted applications. 
•    Hardware and software lifecycle management including procurement support, deployment, and replacement. 
•    Support for district-specific line-of-business applications.
- Service levels and performance standards (SLAs)
•    Defined response and resolution time commitments by incident priority level.
•    Minimum system and network uptime availability thresholds.
•    After-hours and emergency support availability.
•    Documented escalation procedures and management notification protocols.
•    Corrective actions or service credits for failure to meet SLAs.
- Cybersecurity and information protection
•    Alignment with recognized cybersecurity frameworks such as NIST or CIS.
•    Role-based access controls and multi-factor authentication where applicable.
•    Encryption of agency data at rest and in transit.
•    Continuous monitoring, vulnerability management, and patch management.
•    Incident response procedures including breach notification timelines.
- Data management, backup and disaster recovery
•    Automated and regularly scheduled data backups with defined retention periods.
•    Secure off-site or geographically redundant data storage.
•    Documented disaster recovery and business continuation plans.
•    Defined recovery time objectives (RTOS) and recovery point objectives (RPOS).
•    Annual testing and validation of backup recovery processes.
- Compliance, audit and record retention
•    Compliance with all applicable federal, state, and local regulations.
•    Adherence to public records retention and disclosure laws.
•    Maintenance of system logs, audit trails, and change management documentation.
•    Full cooperation with internal and external audits.
•    Secure data destruction and certification upon contract termination.
- Staffing, background checks and training
•    Assignment of a dedicated account manager and technical lead (preferred).
•    Background checks for staff with access to agency systems or data.
•    Maintenance of appropriate technical certifications by assigned staff.
•    Ongoing cybersecurity and public sector compliance training.
- Reporting, documentation and communication
•    Monthly service reports detailing incidents, response times, and trends.
•    Regular security and system health reporting.
•    Maintenance of current system documentation and network diagrams.
•    Clearly defined communication and escalation protocols.
•    Participation in scheduled review and status meetings with the district.
- Transition, knowledge transfer and continuity
•    Detailed onboarding and transition plan upon contract award.
•    Coordination with incumbent service providers during transition.
•    Knowledge transfer and documentation ownership retained by the district.
•    Exit plan ensuring full return of district data and credentials.
•    Support during transition to a successor vendor, if required.
- Pricing, contract terms and transparency
•    Itemized pricing for all recurring and non-recurring services.
•    Segregation of managed services versus subscription (antivirus, ms365, etc.) costs.
•    Clearly defined rates for out-of-scope or project-based work.
•    Disclosure of contract term and clearly outlined renewal options.
•    Compliance with public procurement and invoicing requirements.
•    Commitment to pricing transparency and cost controls.