A. Initial Assessment 1. Review of inventory, update network diagram, assessment of system architecture and equipment for efficiency, life expectancy, capacity, speed, and current processes, and make recommendations for improving routine support criteria and eliminating emergency maintenance situations. A report of this initial assessment shall be submitted within 30 days of awarding the contract, and each April 1st as long as the contract is in force. This is to allow for necessary budget planning for the upcoming fiscal year. B. Desktop Application Support 1. Performance of basic support functions, including the installation of PC’s, laptops, mobile devices, printers, peripherals, and office software; diagnosis and correction of desktop application problems, configuring of PC’s, laptops and mobile devices for standard applications; identification and correction of user hardware problems, with advanced troubleshooting as needed; maintenance of an updated inventory of all computer related hardware, to be available to designated City personnel upon request. C. Server and Workstation Services 1. Management of networks and computer systems, including complex applications, databases, messaging, servers and associated hardware, software, communications, and operating systems necessary for performance, security, reliability, and recoverability of the systems. Scheduling of preventive maintenance for equipment in the areas of coverage is properly and promptly performed; maintenance of records for on-site visits, remote support, and telephone support is available; development of operations and quality assurance for backup plans and procedures are being followed. 2. Configuration management, including changes, upgrades, patches, etc. is maintained; management and security of user login credentials are documented, and support of software products relating to servers and workstations; timely response to repair and maintenance work for the user. D. Network Administration Services 1. Maintenance and support of network equipment, including switches, firewalls, routers, and other security devices are included. Installation and maintenance of printers, scanners, network devices et al; analysis, routine configuration changes, and installation of patches and upgrades; minor cabling as needed; alert notifications in case of failure of equipment. Proactive monitoring of network equipment, including performance indicators to report on threshold limitations; network performance and capacity management services; continuous troubleshooting is required. 2. Maintenance of network documentation for daily, weekly, and monthly services is required. E. Email, Security and Backup Efforts 1. Maintenance of city email accounts using the city domain, adding, changing, and/or deleting city employee accounts as requested; maintenance of virusdetection programs on the city servers and user computers and laptops; performance of periodic security audits, including notification of suspected breaches of security to designated city point of contact are required. The vendor will also be responsible for coordinating certified cybersecurity training to be compliant with current state law. 2. Configuration of the city systems to enable remote access in a secure environment, with provisions for remote access administration, as requested by the city designee is required. 3. Requirements for a data backup policy, with procedures in place to handle daily, weekly, and monthly backup of the computer, data and information, email, and the like; program to restore systems and data if servers and/or computers go down, is required. Redundant backup systems compliant with electronic records management is required.
