Co-Managed IT Services

Information Technology firms to provide comprehensive co-managed IT services.
- Co-managed technology partner to supplement the City’s internal IT team by providing remote Tier 1 end-user support through a ticketing system, monitoring and alerting support, cybersecurity support, and collaborative assistance on escalated and complex issues. City IT retains ownership of network and systems administration, production configurations, firewall policy, hardware standards, and architecture decisions.
- Managed Services Provided
• Remote Tier 1 end-user support through the ticketing system during normal support hours
• Collaborative support and escalation assistance for server, network, Microsoft 365, backup, and cybersecurity issues
• Monitoring of supported workstations, servers, network infrastructure, backups and security events
• Review and validation of priority infrastructure and cybersecurity alerts, ensuring City visibility and decision on infrastructure changes
• Patch, vulnerability, and remediation coordination/assistance as needed from City IT Staff
• Microsoft 365 Administrative Assistance
• User-account, access-control, and administrative support
• Security incident triage and response assistance, as needed.
• Technical guidance and escalation support for City’s internal IT personnel
• Coordination with approved vendors, internet service providers, and technology partners
• Documentation of significant incidents, changes, risks, and remediation activities
• Bi-Weekly operational coordination meetings
• Monthly management, service, and cybersecurity reporting
• Advisory recommendations concerning staffing, support, and technology operating matters, as requested by the City; major redesign or platform replacement is not included in the recurring co-managed fee unless separately authorized