5.1 Statement of Essential Need for IT Managed Service Provider The selected vendor will be responsible for the following support services: 1. Full Network Infrastructure Management: a. Administration of Meraki firewalls, switches, and access points (APs) b. VLAN segmentation optimization and security enhancements c. Site-to-site VPN assessment and assistance d. Bandwidth and content filtering policy management by SSID and/or Organizational Unit e. On-premesis and cloud-hosted server management, proactive maintenance, and support f. Optimizing infrastructure through providing recommendations and implementing approved changes to the location, configuration, or installation of equipment g. Collaborating with district partners and contractors to support network changes required by coordinating projects, including but not limited to: i. Internet Service Provider Copper Valley Telecommunications (during upgrades) ii. Winning bidder to Security Camera & Door Access Camera project (during installation of new security system) iii. City of Valdez and related contractors during facility construction projects iv. Copier contract service provider (Kelley Create) 2. Full Network Monitoring & Troubleshooting: a. Ongoing monitoring and performance analysis of network systems b. Proactive identification and resolution of connectivity and security issues c. Emergency response to unplanned outages and cyberattack 3. Advanced Systems Administration Support: a. Tier 2 and 3 identity management and user account support (Active Directory, Google) b. Student content filtering management and support c. Print server maintenance and networked printer support (as regarding VCS Infrastructure; all hardware and some software issues are serviced by Kelley Create) 4. Advanced Remote Device Management & Helpdesk Support: a. Tier 3 Endpoint support for 1250 devices (500 computers + 750 iPads) b. Dedicated remote IT technician or team provide advanced troubleshooting, advanced MDM configuration and deployment guidance to support VCS Desktop Technician 5. Communication Expectations between Partner and Site a. Integrated ticketing system support for escalating and tracking issues and assets b. Service Level Agreement for ticket response time according to negotiated priority levels. c. Technical support service contact information for after business hours to resolve emergency system issues. d. Change Control procedures and communication established for changes which could impact access or system uptime, particularly during school and business hours. e. Remote access tools for distance technical support f. Weekly stand-up calls or video-conferencing with VCS Tech. Department g. Monthly on-site IT support visits, to include status reports detailing: i. Status of ongoing and upcoming projects ii. Noteworthy network device downtime iii. Server issues – limited disk space, downtime, etc.
