Specifications include, but are not limited to: 1. Network infrastructure management and maintenance. a. 24/7/365 Network and hardware monitoring, maintenance, and assistance. b. Content filter maintenance, monitoring and updating. c. Firewall maintenance, monitoring, and support. d. Internet connectivity monitoring, maintenance, and support along with Emery Telcom and Frontier. 2. Unlimited end-user support for hardware and software-related issues. a. District wide help desk support for staff. b. Desktops, Laptops, Chromebooks, Phone systems, Security camera. c. Email management (Google) and security updates. Also end user support for Office365. d. Software support. e. Help desk support for teachers and administration. i. Provide timely and effective support to end-users. ii. Develop and maintain a help desk system for logging, tracking, and resolving support tickets. iii. Offer training and resources to empower end-users to resolve common issues independently. f. Preferred on-site support for tier one tickets approximately up to 15-20 hours per week. i. To be revisited throughout the initial year of contract to determine if needs are met. g. Preferred on-site support for tier two support tickets as needed and potentially billed hourly. i. To be revisited throughout the initial year of contract to determine if needs are met. 3. System administration and server management. a. Vendor and equipment management. b. Hardware procurement, integration and lifecycle management. i. Purchases eligible for E-Rate funding must go through the annual E-Rate RFP procurement process.
