Managed Information Technology Service

The Vendor is required to provide managed information technology (IT) service to deliver professional municipal managed (IT) services.
- Services may include but are not limited to full-service IT management, 24/7 monitoring, helpdesk services, cybersecurity, vendor coordination, and strategic IT planning across multiple facilities.
- Objective:
•    Managed IT Services
•    Infrastructure and Network Management
•    Cybersecurity Services
•    Disaster Recovery & Backup Management
•    Microsoft 365 Administration
•    Line of Business Application Support
•    Printer/MFP and Vendor Management
•    Phone System Management
•    Council Chambers Audio -Visual and Technology Support Services
•    Scope Clarification and Out -of-Scope Services
•    Transition and Onboarding
•    Transition Out –Services
- Managed IT Services
1. Full Managed Service Provider (MSP) Management
•    Proactive management and monitoring of all infrastructure and endpoints, including switches, firewalls, routers, Wi -Fi systems, and other networking equipment identified by the Town.
•    Assist with equipment and software installation, configuration changes, or relocation, and ensure staff onboarding and offboarding processes are completed efficiently and promptly.
•    Full MSP management of all devices, including d ay-to-day helpdesk support for staff requests.
•    Provide Network Operations Centre (NOC) services, including 24/7/365 monitoring on all core network devices, servers, incident response, and severity -based escalation protocols, with the ability to deploy onsite resources when issues cannot be resolved remotely.
•    Provide access to MSP ticketing system or client portal to update or review tickets, hours, billing and notes.
•    Provide network operations helpdesk support with Service Level Agreement (SLA) based response and resolution times.
2. Quarterly Meetings & Site Visits
•    Conduct quarterly IT meetings with the Town to review trends, discuss training solutions, assess asset management, and forecast future IT needs.
•    Provide quarterly onsite IT visits (8 hours each) to deliver non -emergent services and support.
3. Service Level Expectations
•    Provide support services in accordance with defined Service Level Agreements (SLAs).
•    Clearly demonstrate the ability to meet or exceed the minimum service levels outlined.
•    Describe escalation procedures for situations where service targets cannot be met.
•    Apply service levels to incidents reported through:
o    Helpdesk submissions
o    Monitoring systems
o    Direct contact from Town staff
- Helpdesk Availability
•    Helpdesk ticketing portal
•    Email support
•    Telephone support
•    Remote support tools
- Performance Reporting
•    ticket volumes
•    response time performance
•    resolution time performance
•    recurring issues
•    cybersecurity alerts
•    Backup status.