360° IT Managed Services

The Vendor is required to provide "360-degree" IT managed services: vorex, virtual system administrator (VSA), and third-party patching for a total of three (3) years with the option for two (2) one-year renewals.
- Core capabilities and functional specifications
• Asset discovery and inventory: the service must provide a real-time, comprehensive inventory of all hardware and third-party software versions across the network to identify which devices need updates
• Automated scanning and remediation: systems should continuously scan for vulnerabilities and automatically deploy patches shortly after vendors release them
• Centralized management: admins require a unified console to manage multiplatform patching (windows, macos, Linux) and view real-time status across the entire IT infrastructure
• Patch prioritization: the service should categorize patches by severity (e.g., critical, high, medium, low) using CVSS scores or threat intelligence to address the highest-risk vulnerabilities first
• Deployment controls: organizations should be able to stagger updates through "phased deployment rings" and schedule updates at times that minimize user disruption
• Custom scripting: support for custom scripts (like PowerShell or bash) allows IT teams to handle unique deployment scenarios or complex application requirements
• Quarterly strategic planning: require the development of a "quarterly game plan" to align IT objectives with business goals and assess progress regularly.
• Unified stack integration: the provider must demonstrate deep expertise across the full Kaseya IT complete suite, including RMM (VSA), PSA (BMS), and documentation (IT glue).
• Automation-first approach: requirements for automated testing of updates, auto-remediation of common issues, and "phased deployment" for third-party patching.
- Strategic optimization and “full stack” automation capabilities
• Strategic coaching and mentorship: regular monthly sessions with a dedicated mentor to troubleshoot issues and provide personalized guidance.
• Unified stack integration: the provider must demonstrate deep expertise across the RMM (VSA), PSA (BMS), and documentation.
• Automation-first approach: requirements for automated testing of updates, auto remediation of common issues, and "phased deployment" for third-party patching.