Specifications include, but are not limited to: Section #1 - Required Experience and References: Managed Service Providers (MSP) vendors submitting proposals for this RFP must have prior experience and expertise supporting similar school network environments, systems, software, LAN integration, routing connectivity, and cybersecurity best practices, policies, and procedures. At least three relevant references are required demonstrating qualifications and experience with similar/school network environments. Companies submitting proposals must also have relevant qualifications, certifications, and professional credentials for delivering the services described in this RFP. RFP proposal submissions must also include a detailed description and outline of methods and procedures for how the described services will be delivered to meet the required minimum standards detailed in this RFP. Section #2 - Required Technical Support Team: The support for this RFP requires the following technical support team assistance at varying levels each month as needed and shall be included in the fixed monthly support cost. The awarded MSP shall provide a live answer helpdesk support line during normal business hours and guaranteed response times for support requests that are after hours: • Technology Advisor – Provide IT advisory assistance as needed and technology strategy and steering assistance. • Network Engineer – Advanced experience and expertise with network switching and routing. • Systems Engineer – Advanced experience and expertise with Microsoft, VMware, and Apple platforms. • Help-Desk Technicians – Experience providing end user support for computers, networks, printers, etc., as well as Microsoft Office and other 3rd party software application support. • Cyber Security Specialist – Experience and expertise with network security and cybersecurity industry best practices for keeping computer and network systems protected against current and emerging cyber threats. • VOIP Technician – Experience and expertise with supporting and troubleshooting VOIP phone systems to ensure VOIP network issues are properly diagnosed and resolved. • Onsite Installation Technician – Expertise with installing network and computer equipment, patching network closets, and troubleshooting/diagnosing hardware issues including faulty network cabling, etc. Section #3 - Required Support Software: Management and support software used by the awarded vendor shall be included in the fixed monthly support cost, and a detailed list of the included software shall be described in the proposal. The management and support software shall be for the existing IT infrastructure inventory listed in this RFP under "Required IT Asset Support” listed in Section #4 and shall include the software services listed under “Required SaaS Components” in this Section #3. Required SaaS Components: 1. 24 x 7 network, server, desktop monitoring and alerting software. 2. Antivirus & EDR security software. 3. Patch management for Microsoft & 3rd party software. 4. Remote management and support software. 5. Onsite and offsite data backup and disaster recovery system with emergency virtualization capability including imaging/BMR backup software. 6. 6 TB of online backup storage for synchronized offsite backup redundancy.
