Specifications include, but are not limited to: • Help Desk Support - The MSP should offer superior 24x7x365 Help Desk support from Tier One to Three services utilizing industry best practice processes and procedures. • Server & Network System Monitoring – The MSP must provide 24x7 monitoring of City of Hanahan’s server & network system with proactive communication and escalation protocols based on the severity of any unscheduled outages. • Patch Management Services & Preventative Maintenance – The MSP must provide management of critical security and system patches to all servers and systems on the network to ensure City of Hanahan’s IT systems and resources are properly managed and maintained. • Business Continuity and Disaster Recovery – The MSP must be able to support City of Hanahan ability to recover based on the Recovery Time Objective (RTO) and Recovery Point Objective (RPO) agreed upon by organizational constituents. In addition, backup and redundancy should be used to support this need. • Remote Backup – The MSP must execute a nightly backup plan for the critical servers, including a regularly-tested recovery process. • Email / O365 Management - City of Hanahan requires the management and administration of City of Hanahan’s email system for all users. • Antivirus, AntiSpam & Antispyware Protection – City of Hanahan requires the management and continued support of the existing Sophos platform. • On-Site Support – When needed, the MSP should have the ability to deploy onsite resources to assist in issues which cannot be resolved through remote access to inhouse systems. • Networking Support - City of Hanahan requires proactive management and monitoring of our switches, firewalls, routers and Wi-Fi systems, and other networking equipment as identified by City of Hanahan. • Security Systems Monitoring – MSP must provide proactive monitoring and management of City of Hanahan’s security systems, including firewalls, intrusion prevention, secure remote access, and any implementations of advanced security solutions City of Hanahan may utilize. This will primarily consist of being the primary point of contact for Sophos MTR – but may include other items as well as agreed upon by both parties. • Vendor Management – The MSP should be able to manage other vendors which may be contracted for by the City of Hanahan and serve as the key point of contact unless escalated.
