Information Technology Management Services

The Vendor is required to provide information technology management services support services, but also to improve and update the network and it infrastructure.
- Managed physical and virtual server support
• Unlimited onsite/phone/remote control support
• Service availability monitoring
• System & file level backup/restore maintenance
• Microsoft patch management
• Semi-annual onsite maintenance security
• User account administration
• File sharing permission administration
• Security administration
• Endpoint detection & response (EDR/XDR) and managed detection & response (MDR) – vendor shall provide behavioral threat monitoring, ransomware protection, and centralized security event monitoring (SIEM/SOC) integrated with endpoint protection tools.
• Online asset management
• Online trouble ticket management
• Online license management
• Advanced endpoint protection, anti-ransomware, DNS filtering – vendor shall provide DNS filtering, antiransom ware protection, and proactive threat hunting across all managed endpoints.
• Encrypted offsite backup & disaster recovery – vendor shall provide immutable, air-gapped encrypted backup copies, defined recovery point objectives (RPO) and recovery time objectives (RTO), annual disaster recovery testing, and documented ransomware recovery validation procedures. New — backup responsibility and SLAs (vc3 finding 2): vendor bears full responsibility for data backup and recovery for all systems under management; any MSA language disclaiming backup responsibility is expressly superseded by this contract.
• Provide: (a) daily automated backup status alerts or reports; (b) backup restoration initiation within four (4) hours of a declared disaster event; (c) minimum retention of thirty (30) days for daily backups and twelve (12) months for monthly snapshots; and (d) quarterly backup restoration tests with written results to the township.
- Managed workstation
• Unlimited onsite/phone/remote control support
• Microsoft application support maintenance
• Online asset management
• Online trouble ticket management
• Online license management
• Desktop optimization & management
• Advanced endpoint protection and anti-ransomware (workstations) – vendor shall provide advanced endpoint protection, DNS filtering, and proactive threat hunting on all managed workstations.
• Zero trust network access (ZTNA) and secure remote access – vendor shall implement zero trust remote access utilizing multi-factor authentication (MFA), conditional access policies, device compliance validation, and identity-aware authentication in lieu of traditional VPN where feasible.
• Windows patch management
• Antivirus software management & update
- Managed network security gateway
• Inclusive remote support
• Content filtering
• Gateway threat management
• Antivirus & antimalware
• IDS
• IPS
• Botnet & geographic IP filtering
• Remote monitoring & backup
• Dark web monitoring/anti-phishing and training.