Comprehensive Information Technology Services

The Vendor is required comprehensive Information Technology (IT) services and support include:
• Maintain reliable and secure IT operations
• Provide unlimited remote and on-site support
• Improve cybersecurity posture
• Provide responsive end-user support
• Reduce technology-related downtime
• Support Microsoft 365 and cloud services
• Assist with budgeting and technology planning
• Ensure technology aligns with organizational goals
• Provide predictable and transparent costs
- Services required under this RFP include, but are not limited to:
• Desktop/Laptop/Kiosk/Server Security Services – The MSP must provide at a minimum:
o Managed EDR w/ 24x7 SOC
o MFA at Login
o MFA to cover remote access
o Device-level DNS filtering
o Application management and Whitelisting and Ringfencing
• User Security Services – The MSP must provide at a minimum:
o API-based phishing and spam filtering
o Email encryption
o M365 business backups for Exchange, Teams, SharePoint, OneDrive, etc.
o M365 Identity monitoring w/ 24x7 SOC
o Password manager
o Dark web monitoring
o Security Awareness Training
• Help Desk Support – The MSP must offer superior 8x5x365 Help Desk support from Tier One to Three services utilizing industry best practice processes and procedures.
• Server & Network System Monitoring – The MSP must provide 24x7 monitoring of server & network systems with proactive communication and escalation protocols based on the severity of any unscheduled outages.
• Patch Management Services & Preventative Maintenance – The MSP must provide management of critical security and system patches to all covered devices to ensure they are properly maintained and secured.
• Business Continuity and Disaster Recovery – The MSP must be able to support the ability to recover based on the Recovery Time Objective (RTO) and Recovery Point Objective (RPO) agreed upon by management. In addition, backup and redundancy should be used to support this need.
• Antivirus, AntiSpam & Antispyware Protection – The MSP must provide solutions to defend against security threats including phishing, malware, spam, viruses.
• Multi‐Factor Authentication (MFA) – The MSP must provide and manage a Multi‐Factor Authentication (MFA) solution to provide an easy‐to‐use method to verify user identities at login and to protect logins with multi‐factor authentication.
• On‐Site Support – When needed, the MSP should have the ability to deploy onsite resources to assist in issues which cannot be resolved through remote access to in‐house systems. The MSP must be able to be onsite to any of the Locations listed above within 1 hour.
• SIEM Solution – The MSP must provide SIEM logging for firewalls and servers at a minimum.
• Networking Support – The MSP must provide proactive monitoring and management of switches, routers, Wi‐Fi systems, and other networking equipment.
• Security Systems Monitoring – The MSP must provide proactive monitoring and management of security systems, including firewalls, intrusion prevention, web content filtering, Geo-IP filtering, secure remote access, and any other security services provided by firewall or other vendors.
• Vendor Management – The MSP must be able to manage other vendors which may be contracted for and serve as the key point of contact.
• Warranty and Asset Inventory Management – The MSP must maintain a hardware and asset inventory that includes Desktops, Laptops, Servers, Printers/Scanners, Fax Machines, and provide notifications of any potential service or warranty issues.
• Software Licensing Control – The MSP must manage user and license count and the related automatic renewals of software applications.
• PC Deployment – The MSP must be able to deliver and setup desktops and/or laptops onsite.
• Desktop and Laptop Support ‐ The MSP must be able to support existing and future desktop and laptop hardware. This includes maintenance and repair, replacement of failed equipment, and the acquisition and provisioning of new equipment as needed.
• Printers, Copiers, and Scanners ‐The MSP must be able to support existing printers, copiers, and scanner related network‐printing issues.
• Lifecycle Management of Hardware Units – The MSP should have processes for end‐of‐ life notification, replacement, and asset decommissioning/disposal.
• Move, Add, Change (MAC) – The MSP must be able to help with any changes to the location, configuration of existing equipment or software, and installation of additional equipment or software as needed.
• Reporting – The MSP should provide relevant reporting not only based on their performance from a help desk perspective but also regarding system health, uptime, and assist in keeping an accurate hardware inventory to inform ongoing planning of maintenance, warranties, and refresh schedules.
• Technology Strategy Planning – The MSP will work with team members to develop a long‐ term strategic technology plan. The plan will take advantage of new and existing technologies.
• Account Management – The MSP must offer an internal escalation process to ensure the ability to have multiple points of contact available.
• Project Management – The MSP should be able to offer project management and technical engineering resources to assist with technical projects
• Service Levels – The MSP should identify service level agreements or objectives and report back on a regular basis on their ability to meet these agreements or objectives.
• IT Policy Review and Development – The MSP should be able to assist in the development of customized policies related to the use of technology.
• Hosting – The MSP should offer services relative to hosting or co‐location of equipment, either directly or through partners.
• Onboarding and Offboarding Staff – The MSP must have processes and procedures in place to onboard or offboard team members in a timely and efficient manner.
• Compliance – The MSP must use systems that comply with published Payment Card Industry Security (PCI) Standards. In addition, the MSP should also support rules and regulations as provided by relevant governing organizations as identified by regulatory or grant-based requirements.
• End‐User Security Awareness Training – The MSP must provide Security Awareness Training to teach team members about current threats, terms, standards, and compliance to help them avoid a security incident.
• Managed SOC‐as‐a‐Service – The MSP should offer Managed SOC‐as‐a‐Service to monitor DRHA’s environment and ensure proactive detection and response to threats, intrusions, and attacks.
• Microsoft 365 Administration – The MSP should be able to provide administration and support for the Microsoft 365 applications and environment to include, Exchange, SharePoint, Teams, OneDrive, etc. This includes ongoing efforts to improve security and the Microsoft Secure Score.