Domain Administration: _____ User account creation. _____ Archiving of users and associated data. _____ Email server administration & archiving (compliance with NH RSA 91-A:1-a). _____ Network shares and permissions. Server & Network Management: _____ Updates (security, patches, etc.) to be installed monthly. _____ Review all ancillary programs, including but not limited to firewall, backup/disaster recovery, antivirus programs, etc. for updates and confirm system maintenance checks are being performed. _____ Anti-virus updates to be installed within 36 hours of release from vendor. _____ Maintain privacy protection and safeguards (encryption, certificates, secure access). _____ Database Management (space management and performance tuning). Workstation Management: _____ On-site and remote support. _____ Remote monitoring of resources (CPU, Memory, Disk, etc.). _____ Complete patch management. _____ Maintain properly functioning configurations. _____ Anti-virus updates to be installed within 36 hours of release from vendor. General Consulting and IT services: _____ Server, workstation, printer, network device consultation, configuration, and installation, software updates, network troubleshooting. _____ On-site repairs and installation of printers, computers and peripherals as necessary. _____ Guidance and annual budgetary planning specific to general IT infrastructure. (The implementation of any such plans would be outside the scope of this contract). Network Status: _____ All hardware and software programs are to be reviewed and updated to protect the network server and workstations. _____ Utilization of hardware, software, and services that check traffic, block restricted sites, and prevent cyber-attacks are to be reviewed and recommendations are to be made. _____ Maintain secure network access for Town employees, Select Board members and Heads of Committees both elected and appointed. _____ Configure and maintain VPN’s between business units, to State of NH, etc. Backup and Recovery: _____ All servers should be backed up with an over the wire backup method utilizing encryption. _____ Disaster recovery testing of each server is required. _____ Proper backup and recovery procedures must be documented. _____ Desktops will not be backed up. A method to ensure that municipal data is stored on the Town’s servers is required. _____ Quarterly verification of recovery procedures. Asset Management: _____ Maintain up to date hardware and software inventory for all systems. Helpdesk Ticketing System: _____ Ability to call and/or email requests for support depending on urgency. _____ Clearly outlined methods of preferred contact. _____ Expected response times. Monitoring and Reporting: _____ Monitoring of critical functions and utilization of file servers. _____ Monitoring of networks for errors and utilization. _____ Monthly report of all service calls. _____ Monthly reports of key servers and network utilization (including the Internet). _____ Monthly reports of all service activity, including response and resolution times. _____ Document and report any changes. _____ Review server and firewall logs monthly. _____ Review website traffic.
