Server & Network System Monitoring – The Proposer must provide 24x7 monitoring of servers & network system including firewalls and other devices with proactive communication and escalation protocols based on the severity of any unscheduled outages or security breaches. • Patch Management Services & Preventative Maintenance – Provide semi-automated management of critical security and Windows system patches to all computers, servers, switches, firewalls and systems on the network to ensure IT systems and resources are properly managed and maintained utilizing automated endpoint management software and backup status reporting. • Business Continuity and Disaster Recovery –Support the ability to restore services based on the Recovery Time Objective and Recovery Point Objectives. In addition, backup and redundancy should be used to support this need. • Remote Backup – The Proposer must execute and confirm nightly backup plan as applicable for the critical servers, including a quarterly-tested recovery process. • Email System Management - Management and administration of cloud email system for all users using Microsoft Business Premium Exchange, and Microsoft Intune Unified Endpoint Management or equivalent. • Antivirus, AntiSpam & Antispyware Protection – Provide Village approved end-point protection solutions to defend against security threats including phishing, malware, spam, viruses. System must include Endpoint Detection and response protection, monitoring and analytics and restoration. • On-Site Support – When needed, the Proposer must have the ability to deploy same day onsite resources to assist in issues which cannot be resolved through remote access to in-house systems; after hours support for mission critical outages. • Networking Support - Proactive path management and monitoring of switches, firewalls, routers and Wi-Fi systems, and other networking equipment. • Security Systems Monitoring – Provide proactive monitoring and management of security systems, including firewalls, intrusion prevention, secure remote access, and any implementations of advanced security solutions that may be utilized. • Vendor Management –Monitoring of Village Domain; Endpoint Detection agent including web content filtering, dark web, accommodate other vendors which may require Village IT assistance for external devices such as cameras or other items. • Warranty and Asset Inventory Management – Maintain a hardware and asset inventory that includes Desktops, Laptops, Servers, Printers/Scanners, Fax Machines, and notify the Village of any potential service or warranty issues. The Proposer must also assist with managing the lifecycle of devices and maintain an equipment inventory to ensure systems are current. • Software Licensing Control – Oversight of automatic renewal of software and other antivirus malware applications and maintenance of appropriate documentation. • Procurement Management – Assist with the selection of commercially rated equipment, order placement, order tracking, shipping, equipment returns, and sourcing and ordering of replacement parts. • PC Deployment – Delivery and setup of machines. • Desktop and Laptop Support – Provide support to existing and future desktop and laptop hardware. This includes maintenance and repair, replacement for failed equipment, and the acquisition and provisioning for new equipment as needed; remote access licenses. • Printers, Copiers and Scanners -The Proposer must be able to support existing printer, copier and scannerrelated network-printing issues. • Desktop Software Standardization and Software Licensing and Upgrades – Provide a process for identifying standardization and management of desktop images and ensuring that staff are using current products as well as current OS and browser versions. • Lifecycle Management of Hardware Units – Provide a process for end-of-life notification, replacement, and decommissioning. • Break Fixes and Installation – Offer planned and on-call break/fix services, including emergency response to server issues. • Reporting – Provide relevant reporting not only based on their performance from a help desk perspective but also regarding system health, uptime, and assist in keeping an accurate hardware inventory to inform ongoing planning of maintenance, warranties, and refresh schedules. • Technology Strategy Planning – Work with current staff to develop a long-term strategic technology plan to take advantage of new and existing
