A. Scope of Work - The Borough of Kenilworth intends to procure certain services as part of this solicitation, the scope of work for such services should be understood, at a minimum, as follows: A. Proactive System Maintenance & Security 1. Perform proactive maintenance of all network devices, including warranty tracking, network monitoring, and asset management. 2. Conduct routine maintenance, monthly system reviews, and security management, including penetration testing to prevent cyber threats. 3. Attend monthly meetings with and provide monthly reports detailing system health, security measures, and incident reports to Borough Administration. B. On-Site Remote IT Support 1. On-site maintenance shall be provided only when remote troubleshooting is not feasible. 2. Implement a work ticketing system with clear response times outlined in the proposal. 3. The Borough requires the following response times: a. Standard Service Requests: Response time shall be within 2 to 4 hours. b. Emergency Issues (ex: server failures, email access issues, network outages): Response time shall be within 2 hours. C. 24/7 IT Support & Monitoring 1. Provide 24/7 remote IT support with emergency on-site response within four (4) hours when necessary. 2. Conduct continuous remote monitoring and email system support for all Borough departments. 3. Assist with Open Public Records Act (OPRA) requests, ensuring timely data retrieval from the Borough’s email system. Vendor shall not be responsible for any legal review, only for record production. D. Software & Hardware Support 1. The vendor shall provide Software Maintenance & Updates for: a. Microsoft Operating Systems and Microsoft Office Suite b. Network firewalls, security software, anti-virus solutions, and backup appliances c. Any other software applications currently or prospectively utilized by the Borough 2. The vendor shall provide Hardware Support as follows: a. Preventative maintenance, troubleshooting, and technical support for workstations, servers and multifunction printer/copier/scanners b. Installation, configuration, and upgrade services for all IT infrastructure 3. Point of Contact Responsibilities: a. Act as the designated point of contact for Borough Department IT issues and application support E. Network Monitoring & Security 1. Continuously monitor internet usage, web portals, and IT ticketing systems 2. Maintain network security usage logs and perform routine system housekeeping 3. Document all IT processes and security procedures, ensuring compliance with best practices and regulatory requirements
