General IT Services

Managed information technology and security services. The Town’s IT system includes
• Approximately 58 separate users, with 53 desktop workstations,
• Fiber or point-to-point wireless connections reaching remote locations,
• A SonicWall firewall,
• Ubiquiti switches and access points, which create various VLANs,
• A Paxton 10 physical-access control system,
• Numerous cameras connected to a Hikvision video server,
• A Dolby IMS2000 integrated media server, connected to an NEC projector, with related audio/visual devices (collectively the “Theater Package”),
• Police systems, including those which collect body-camera data,
• A Synology NAS server, and
• Microsoft 365 email and calendaring.
- On-going services:
1. Network security (Extremely Desirable). Firewall management, endpoint protection with 24/7 monitoring and response, email filtering, multi-factor authentication, patch and vulnerability management, and security awareness training.
2. Backup and recovery (Extremely Desirable). Offsite backup of servers and of email, files, calendars, and contacts; regular restore testing; and recovery when needed.
3. Remote access. Secure remote access for Town staff and for the Vendor's support personnel.
4. Email, calendar, and contacts. Account administration, including adding, changing, and removing users, and license management. The Town uses Microsoft 365 but is open to alternatives; any proposed migration must be seamless for users and preserve all existing data.
5. Help desk and troubleshooting (Extremely Desirable). Diagnosis and repair of computer, printer, and network problems, remotely or on site, including after-hours response to critical outages.
6. Monitoring and maintenance (Very Desirable). Proactive monitoring of servers and network devices, current network documentation and asset inventory, and coordination with the Town's internet, telephone, Theater Package, and software vendors.
7. SCADA coordination. Coordination with the Town's SCADA contractor on network connections, segmentation, and security. Maintenance of the SCADA system itself is excluded.
8. Incident Response (Extremely Desirable). Prompt response to security incidents, including containment and recovery. (Offerors should describe what is included and what would be billed separately.)
9. Planning. Periodic review of the Town's systems, with recommendations for replacements, upgrades, and budgeting.
10. Theater System Assistance (Extremely Desirable, but we know the odds). The Dolby IMS, in particular, can be very finicky, and people expect the show to go on.
11. Other. Any additional services the Offeror recommends, particularly as they might assist with operation of our IT system as described above.