Specifications include, but are not limited to: 1. 24/7/365 Helpdesk a. Helpdesk must be on shore b. Helpdesk must be staffed 24/7/365 c. Helpdesk must be accessible via email / dedicated phone line / ticketing system d. Helpdesk must have live answer for any telephone requests e. Helpdesk will be capable of providing Tier 1, Tier 2 and Tier 3 support f. Helpdesk must have established escalation procedures g. Helpdesk must provide unlimited support requests h. Helpdesk must have established standard operating procedures 2. End User Support a. Vendor will have engineering resources within 75 miles of the Town of Plainfield b. Vendor will be capable of dispatching appropriate personnel within four business hours for critical outages c. Vendor will have the capability for deployment of workstations, printers and other peripherals. d. Vendor will provide on premise support two days per week, 8x5 3. Account Onboarding and Offboarding a. Vendor must maintain all Security permissions b. Vendor must maintain all Account/password creation c. Vendor must manage Separation process for departing employees. 4. Networking a. Vendor must have at least two Cisco CCIEs on staff b. Vendor must have demonstratable Palo Alto certification c. Vendor must have extensive demonstratable experience with Sophos d. Vendor must have extensive demonstratable experience with Cisco network architectures e. Vendor must be extensive experience with design, configuration and deployment of network devices 5. Systems and Virtualization a. Vendor must have capabilities to design and deploy data center build outs and relocations when required. b. Vendor must have extensive experience with design and management of on-premise storage and servers c. Vendor must have extensive experience with design and management of on-premise VMware environment, vCenter and Virtual Clusters d. Vendor must have extensive experience with design and management of on-premise AD, servers, applications and back-ups of all resources. e. Vendor must have extensive experience with design and management of Microsoft Azure, Entra and O365 environments including back-ups of all resources. f. Vendor must have extensive experience with integration of both new On-premise and SaaS-based solutions
