The vendor is required to provide information technology (“IT”) support services and/or phone services for its town hall, town hall, council on aging and departments.
- Public safety includes the town’s police & fire/ems.  
- Services must include providing tier 2 and 3 helpdesk support, application support and development, ongoing maintenance of the current environment, network design, recommendations for enhancing existing systems, collocation and cloud support, assessment, and assistance in implementing upgrades/changes to the current systems, and regular and emergency maintenance and support for approximately 75 users.
- Provide on-site administration services within one (1) hour of a request for service during normal weekday business hours, Monday through Friday, 8:00 a.m. through 5:00 p.m.  
-  Provide trouble-shooting services to the town within one (1) hour of a request for service during regular weekday business hours, Monday through Friday, 8:00 a.m. through 5:00 p.m.
- Provide trouble-shooting services to the town within two (2) hours of a request for service at any other time other than regular weekday business hours, Monday through Friday, 8:00 a.m. through 5:00 p.m.
- Provide monthly activity reports with appropriate recommendations and the monthly bill for services.
- Both on-site and remote access support capabilities are expected to satisfy scheduled visits and on-call emergency support requirements.  
- A sample of technologies used within the town:
• 87 workstations with either desktops or laptops and monitors
• Windows 11
• Microsoft office 365
• Foxit/adobe
• Enterprise firewall
• 2fa
• Network switches
• Virtual servers
• Physical servers
• Wireless apps
• Network attached storage
• Enterprise infrastructure – multi-site environment
• Office 365, teams, OneDrive, azure ad
• Active directory domain
• Collaboration with town leadership/staff
• Website domains
• Fortinet VPN
• SharePoint / OneDrive
• Additional hardware/software requirements
• Maintain mobile MDT units in police cruisers
• Maintain hosted security / AV for all pcs
• Maintain servers on behalf of vendors such as Tyler technologies, security cameras, and VoIP
• Management of office 365 suite, including e-mail and software licensing
• Manage data back-ups and associated hardware/software
• Maintain servers
• Maintain patches
• Maintain printer configurations
- Phone services:
• Provide for a highly reliable, cloud-based unified communications as a service (UCaaS) solution capable of handling the town’s incoming and outgoing calls, voicemails, and unified communications.
• Provide sip trunking services that enable reliable, scalable, and cost-effective voice communication for the town/organization.    
- The system must integrate with the existing or proposed IP-based phone system and support unlimited usage as outlined below.
1. SIP trunk unlimited calling
• The successful proposer shall offer sip trunking with unlimited local and domestic long-distance calling within the states.
• Services must be delivered over a secure and high-quality IP connection and be capable of supporting the town’s call volume without quality degradation.
2. Concurrent call capacity
• The service shall support scalable concurrent call paths, with the ability to accommodate high call volumes across departments and offices.
• Unlimited simultaneous calls are preferred; however, a clearly defined number of channels with scalable options will be considered.
3. System integration & compatibility
• The sip trunk service must be compatible with existing or proposed IP-PBX systems or cloud-based phone platforms.  
• The successful proposer will be responsible for coordinating technical integration, including sip registration, codec support, failover routing, and NAT/firewall traversal as needed.
4. Number portability & did management
• The successful proposer shall support porting of existing telephone numbers and provide the ability to add direct inward dialing (DID) numbers as necessary.
• DID assignments must be manageable via an administrative portal or through vendor support.
5. Call quality & reliability
• The successful proposer must ensure 99.99% uptime, with service level agreements (SLAS) for voice quality, jitter, packet loss, and latency.  
• Redundant routing and failover options must be included.
6. Security & compliance
• All SIP traffic must be encrypted (preferably via TLS/SRTP) and compliant with applicable FCC, e911, and CPNI regulations.
7. Support & maintenance
• 24/7 Customer and technical support must be available, with clearly defined response times for service requests or outages.  
• Ongoing maintenance, system updates, and support for troubleshooting must be included.
- Contract Period/Term: 3 years
- Questions/Inquires Deadline: May 30, 2025