Specifications include, but are not limited to: The Town is seeking proposals for comprehensive Information Technology (IT) Managed Services. The IT Provider will be responsible for developing and maintaining the information technology systems of the Town, including all software applications, all workstation hardware and peripherals, the file servers (site-based or cloud-based) and network systems, email, and all online systems, including internet access and security. As a provider of essential municipal services, we work 24/7/365 to provide for the safety of our community. Our systems must function at that level too. Providers must be able to respond to emergencies regardless of when they occur. Ensuring continuity of operations during emergencies and cybersecurity are top priorities for the Town Council. A nonexhaustive list of services to be provided is as follows: Hardware Management and Support 1. Technical support to maintain and/or repair computers, routers, printers, and any other components of the technical infrastructure. An explicit service level agreement (SLA) is required. 2. Maintain an equipment inventory and schedule equipment maintenance and replacement, approved, and reviewed periodically by the Town. 3. Continuously monitor servers and network equipment operation and throughput. On-site support when required. Please state in the SLA. System Maintenance and Management 1. Maintain operating systems by providing timely patches, updates, and upgrades, on servers, personal computers, and network-attached devices, planned to minimize operational impact. 2. Monitor system operation and proactively respond to outages, capacity, and/or connectivity problems. 3. Maintain inventory of equipment and system software, including end-of-life and planned replacement.
