The vendor required to provide managed desktop and network information systems support services including recreation and community programming, protective and transportation services, environmental services, utilities, construction, and family and community support.
- Services for this agreement include but are not limited to the following:
• All hardware and software supported (except for specialized items that will be supported elsewhere.
• Remote and onsite support for all users and hardware – no limits.
• Bidders are expected to provide tier 1 support, triage all calls by users, create tickets and ensure the appropriate team is made aware.
• The is team must also have access to the support dashboard ticket program to help liaise between users and the successful bidder.
• This will ensure a smooth transition of tickets from users to the successful bidder and back.
• Critical issues are expected to take priority and to be actioned immediately.
• All phone calls to tickets are expected to be actioned and triaged within an hour.
• Hardware repairs – warranty and non-warranty work.
• Network security monitoring is required 24 hours a day, seven days a week, including all statutory holidays.
• An email access solution is also required 24 hours a day, seven days a week, including all statutory holidays.
• Data backup management,
• All scheduled monthly maintenance includes, but is not limited to, any software, firmware and patching upgrades to prevent future failures to hardware and software, including.
• This includes Nutanix cluster, virtual servers, operating systems, routers, network switches and firewalls
• Software management includes but is not limited to office 365 and adobe.
• Network and systems documentation – the municipality must have digital pdf copies of all documentation collected within five business days to ensure the is team is kept up to date and knowledgeable.
• Customer 3rd party application liaison.
• Annual information technology (it) planning.
• Quarterly business reviews.
• Assigned and dedicated account manager.
• Assigned and dedicated network administrator and server systems administrator.
• This includes support such as Nutanix software and firmware upgrades and reboots, rebooting virtual servers, routers, network switches, and firewalls, and applying software and firmware upgrades to those network devices to ensure business continuity.
• This includes disaster recovery support.
• Travel to the locations of supportable is infrastructure, as noted above, is required on a regularly scheduled basis and in emergencies as required and approved by the manager of information services, or their designate.
- Provisions of software licensing includes, but is not limited to the following:
• Data backup and restoration software for servers.
• Cloud managed antivirus for servers and desktops.
• Cloud managed spam filtering for email.
• Two factor authentication for servers and office 365.
• Management of license purchases (preferably monthly costing).
- Cyber security
1. Mandatory cybersecurity services
• Managed detection and response (MDR) for all endpoints, servers, virtual desktops, and cloud environments.
• 24 hours per day, seven days a week, security operations center (SOC) monitoring, including real-time threat detection, alerting, and response.
• Email security protection, including:
o Advanced phishing detection
o Spoofing prevention
o Malware scanning and sandboxing
• Cybersecurity awareness training, delivered annually to all staff, with tracking and reporting of completion rates.
• Annual network penetration test, conducted by a qualified third party; results must be provided to the municipality, including remediation plans.
2. Incident response capability
• A formal incident response plan (IRP), including communication protocols.
• Guaranteed incident response within one hour for cybersecurity-related events.
• Ability to assist municipal staff with FOIP reporting obligations and breach notifications.
• Support for digital forensics when required.
3. Network and infrastructure hardening
• Regular vulnerability scanning (minimum monthly).
• Patch and firmware management across servers, switches, routers, firewalls, and hypervisors.
• Multi-factor authentication (MFA) for all administrative accounts.
• Implementation of the principle of least privilege (POLP) for system access.
• Enforcement of secure password standards and rotation policies.
4. Hardware and software knowledge
• Cisco and Meraki managed network equipment (firewall and routing).
• Ubiquiti network equipment (routing).
• Nutanix hyper-converged virtual server systems.
• Virtual desktop Dizzon maintenance and support when required.
• Desktop and laptop equipment, primarily Lenovo and dell.
• Future standard equipment may change.
• Microsoft office 365 software and SharePoint online.
• Adobe software (including adobe acrobat and creative cloud).
- Contract Period/Term: 3 years
- Optional Virtual Pre-Bid Meeting Date: January 12, 2026
- Questions/Inquires Deadline: January 23, 2026
