SCOPE OF SERVICES The City is seeking the services of a qualified professional IT firm to oversee and manage the City’s IT network and functions. The following services are a minimum guideline of support services the City is requesting from selected provider and should expect on a daily/weekly/monthly basis to perform the following services. • Comprehensive Trouble Ticketing System with Help Desk Support for Business Hours and after hours as needed • Unlimited remote and onsite support with after hours and emergency support as needed for all systems • Data encryption • Document management and automatic offsite data transfer and backups with monitoring for backup failures • Business Continuity and Disaster Recovery (BCDR) capabilities • 24 X 7 Security Information and Event Management (SIEM) with expert team on standby • Support for security incidents should include isolation, remediation and recovery strategies with creation and maintenance of a Cyber Incident Response Plan (CIRP) • Licensing and hosting fees for remote management and monitoring suite • Anti-malware and ransomware with dark web monitoring and scanning • Managed endpoint prevention, detection, response and remediation • Managed endpoint domain name security • Support and maintenance of network drives • Hardware drive space management • Standard MS security workstation and server patch management • Support for 3rd party software programs as needed • Secure remote access agent or VPN capabilities for users as needed • Provide active tools for security awareness training and phishing campaign simulations • Microsoft 365 Licenses with security password management and multi-factor authentication. MUST include managed backup and archive of MS 365 emails/data with the ability to retrieve for the purpose of an Open Records Act request. • Mimecast S2 per user • Firewall Management and Monitoring • Switch Management and Monitoring • Server Management and Monitoring • Wireless LAN Controller Management and Monitoring • Managed Wireless Access Point Services • Workstation IT Management Agent
