Falmouth Housing Authority expects the following services shall be fulfilled by the selected vendor: • Help Desk support for staff during regular business hours (i. e. Monday-Friday 8 am – 4:30pm EST). If a critical issue cannot be resolved through remote access, the vendor should have the ability to deploy onsite resources. • Regular administration, patching (apply critical security and system patches in a timely manner), monitoring, inspection, testing and maintenance of server and critical systems/ network components. In the event of an unscheduled outage, there will be proactive communication and escalation based on the severity of the outage. • User administration of hardware and software (i.e. on/off boarding staff or installing updates, or creating/ terminating email/server access) • Conduct annual audit for licensing compliance and automatic renewal of software applications and maintenance of appropriate documentation. • Regularly scheduled inspections of Network and File Servers (proactive management and monitoring of switches, firewalls, routers, and Wi-Fi systems) • Regularly updating and testing backup files • Firewall monitoring and administration with recommendations for actions as needed, • Support for migration of network operating systems/ files and ongoing aging server support • Recommend and enforce malware and virus monitoring, removal, and cleaning. Provide proactive monitoring and management of security systems such as firewall, intrusion detection and prevention, secure remote access (Forticlient VPN), and implementation of advanced security standards (setup two factor authentication). • Disaster Recovery – backup restoration for server emergency. • Identify and provide recommendations for hardware/ equipment replacement, • Provide support between vendors when needed.
