1. Provide a clear and concise description of the conversion from our current ManageEngine Help Desk to the newly selected application a. Define how the conversion will occur. b. Define how the data is obtained and moved to the system. c. Define how archived requests will be migrated d. Define the approximate timeline of conversion of data. 2. Provide unlimited storage or clearly define the cost of storage. 3. Provide training for GISD staff members to manage and use the system. a. Must provide a minimum of two sessions equaling at least 8 hours of training. 4. Provide pricing for five years of support a. Clearly defined Service Level Agreement (SLA) 5. Provide solution hosting costs if not included (Cloud or local) 6. Define data security precautions used by the vendor and/or data security certifications obtained 7. Describe how data could be exported if at any point GISD would stop using the solution. 8. Provide the name and contact information for at least three organizations currently using the solution (preferably education organizations). 9. Define with detail how the solution is priced (i.e., per user, by storage, etc.) a. Note how costs may increase based on increased usage of the system (i.e., per user cost, per technician cost, etc.) 10. Provide detailed information on how updates to the system are implemented and utilized. 11. Describe how backups and data recovery is handled for the application a. Must be able to restore specified data with 30 day retention period. 12. Must have the ability to integrate single sign-on with Microsoft 365 or Google authentication. 13. Must have the ability to assign different levels of access to users and technicians, including but not limited to a. Technician Access - Global Administrator, Site Administrator, Technician b. User Access - District User, Building User, User 14. Must have a mobile application that works on iOS and Android 15. Help Desk Management a. Ability to create custom fields. b. Ability to tag other technicians and generate a notification c. Technicians can create a ticket in a user's name. d. Reporting Utilities
