The vendor is required to provide information technology (it) managed services.
- Network support and maintenance (both on-site and/or off-site) and maintenance records.
• Ensure continuous support for network operations, including on-site and off-site maintenance, with accurate records of all activities performed.
- Support/response timeframe to provide level of services and after-hours/emergency support.
• Define service levels, including response times for regular, after-hours, and emergency support situations.
- Procurement management
• Selection of commercially rated equipment of appropriate quality for the application, order placement, order tracking and shipping, in accordance with town purchasing policy.
• Provide technical specifications and support for all tendered procurement in accordance with town purchasing policy.
- Warranty and break-fix services.
• Provide support for warranty management and resolve hardware issues quickly and effectively.
- Familiarity with software services, software upgrades, pc management, software integration management, and licensing management.
• Manage software services, upgrades, pc management, integration, and license tracking to ensure compliance and efficiency.
- Value-added services and advisory capabilities.
• Offer additional advisory and consulting services that enhance overall it operations.
- Network security and protection.
• Protect network infrastructure from threats through robust security measures and protocols.
• Provide a comprehensive it security assessment that will include protection of private information as stipulated in the albert freedom of information and protection of privacy act (foip).
- Supplementary information – provided by respondent.
• Allow the respondent to provide additional relevant information to highlight their capabilities.
• Disaster recovery of all servers and data in the event of significant natural or environmental events.
• Develop and implement disaster recovery plans for all servers and data, ensuring business continuity after major events.
- Asset lifecycle management.
• Oversee the lifecycle of IT assets, from procurement to disposal, ensuring optimal performance and cost-efficiency.
- Audio visual (AV) and meeting support
• Define ability to facilitate AV and meeting support for council, committee of the whole meetings and other meetings as required, either virtually or in-person.
- Printer/MFP deployment
• Ability to manage the installation and support of all device types listed below, if required
- Reporting and communication
• Ensure adequate reporting and communication on all assets, current activities, issues and project status reports, with a preference for bi-weekly or monthly reporting.
- Onsite support
• minimum of 75 hours per month of fully on-site technician support, preferably two (2) full days a week to assistance with all it questions and coordination of all support and it planning matters.
- Work space can be provided by the town.
- Web based training
• web (video based) skills enablement and user training platform (cyber security awareness training,
Microsoft 365 training, custom training modules for a/v systems, etc.)
- IT assets include, but are not limited to, the following:
• 503 devices under management (servers, computers, phones, network devices, cameras, etc.)
• 140 endpoints (desktop/laptop/thin client)
• 3 physical servers (2 are Hyper-V host, 1 runs dicentis AV system in council chambers)
• 19 virtual servers (server 2019 data center edition)
• 70 network switches (mix of l3 HP/Aruba and unify)
• Approximately 150 VLANS (all buildings/infrastructure locations are fully l3 routed)
• 61 enterprise Wi-Fi
• 13 network uninterruptable power supply unit management
• 50 VoIP phones with cloud based PBX / services (phone services are managed under separate contract)
• 4 enterprise NAS devices
• Management of all mobile devices (mix of corporate owned and personal - approx. 100)
• Disaster recover & backup - >5tb in offsite storage with disaster recovery capability, >30tb in local (isolated) NAS storage
• Licensing for multiple backup & replication servers, and 25 servers or endpoints with licensing
• 24 physical buildings or locations with network equipment or tie INS
• Enterprise MDR/antivirus platform + licenses (approx. 150 devices)
• Microsoft 365 full management (licensing costs are managed under separate contract/agreement)
• Full MSP management of all devices, including all day to day support requests from staff
• 24/7/365 monitoring on all core network, servers, and key lob services
• Network operations/helpdesk support with 24/7/365 management of servers and core management
• Network management licensing (Auvik)
• Management of all 3rd party vendors
• Support on all primary line of business applications
• 20 printers or MFP devices - management and/or coordination of support with printer vendors
- Contract Period/Term: 1 year
- Questions/Inquires Deadline: February 20, 2025