Business Crucial IT Consulting and Managed Services

Technology service providers for comprehensive managed IT and cyber protection services; The selected vendor will work closely with the internal IT team, with responsibilities including IT operations, network infrastructure, cybersecurity, strategic IT planning, and escalated end-user support for all Town departments.
- Managed endpoints and infrastructure: The Town currently operates a co-managed IT environment requiring comprehensive monitoring, management, and support of approximately 313 workstations and 26 co-managed servers. The selected vendor shall provide proactive Remote Monitoring and Management (RMM), routine preventive maintenance, operating system and software updates, and patch management for all supported devices. The Town currently uses ConnectWise, which is preferred. Network and storage infrastructure: The Town maintains approximately 30 TB of data across its infrastructure and operates five network locations. The network environment includes five SonicWall firewalls, and two SonicWall Secure Mobile Access (SMA) appliances, and one FIPS 140-2 compliant device. The vendor shall provide continuous network health monitoring, proactive firmware updates, and security patch management.
- System Administration Services shall include, but not be limited to, the following: safeguarding organizational data, network access controls, and backup integrity; performing after-hours system updates, patches, and routine maintenance to minimize operational disruption; administering Active Directory across Windows Server 2016, 2019, 2022, and 2025 (user/computer accounts, Group Policy, security groups,
and permissions); supporting virtualized environments (physical hosts, SAN infrastructure, virtual machines, and guest OS); supporting LAN/WAN network infrastructure, routers, switches, and firewalls; administering the Microsoft 365 environment (Exchange Online, Entra ID, SharePoint Online, Teams, and advanced PowerShell management); maintaining and updating network topology documentation
at least annually; and providing technical guidance, mentoring, and Tier 3 escalation support to internal Town Desktop Technicians.
- End-User On-Site Support
• Weekly on-site check-in: a mandatory scheduled site visit is required to review tasks with the IT team. If a scheduled site visit is waived in writing by the I.T. Director, no billable hours or charges shall be incurred.
• On-site and remote technical support:
▪ Standard support hours: Monday through Friday, 8 AM to 5 PM Mountain Standard Time, excluding Town-observed holidays.
▪ Emergency after-hours support: an established 24/7/365 on-call rotation system must be maintained for critical after-hours responses or security incidents.
▪ Minimum response times:
• Critical (remote): 30-minute response
• High (on-site required): 2-hour response to Town Hall
• Standard (remote and on-site): 2-hour response for remote and 4-hour response for on-site