4.1.Help Desk and Support Services – Hybrid IT Model The MSP will provide 24×7×365 Help Desk services covering Tier I, Tier II, and Tier III technical support, working in seamless coordination with the City’s Internal IT Department. Services must be accessible via phone, email, and online ticketing. SLAs and escalation protocols must be followed as defined below. Tier Structure: - Tier I: Basic troubleshooting, password resets, municipal app support. Escalate within 15 minutes. - Tier II: OS/hardware troubleshooting, network issues, software installs. Escalate within 30 minutes. - Tier III: Servers, infrastructure, advanced security, OEM/vendor escalation. Service Level Agreements (SLAs): - P1 Critical: 15 min response, 4 hr resolution - P2 High: 30 min response, 8 hr resolution - P3 Medium: 1 hr response, 2 business days resolution - P4 Low: 4 business hrs response, 5 business days resolution 4.2.Security and Compliance Requirements The MSP must align with NIST CSF 2.0 standards and applicable laws (CJIS, HIPAA, PCI DSS if relevant). Mandatory security requirements include: - Multi-Factor Authentication (MFA) for all accounts - 24×7 SOC monitoring via SIEM platform - Annual penetration testing & quarterly vulnerability scans - Annual and quarterly security reviews - Security awareness training and phishing simulations for City staff
