Specifications include, but are not limited to: Offeror shall provide IT support for all hardware and computer systems specified herein (or that maybe acquired by the Volunteer Companies during the term of this contract) provided that such equipment is either covered under an active support contract (e.g., warranty or service agreement) or replacement parts are readily available. Offeror shall provide ongoing monitoring and security services of all critical devices, as identified herein 24 hours per day, 7 days per week, and 365 days per year. Offeror shall provide monthly reports as well as documentation of all activities, critical alerts, scans and event/support incident resolutions. Critical infrastructure events including operations, support, security, systems and network infrastructure shall be monitored and reported immediately notify the respective Volunteer Company as appropriate of the condition via telephone or e- mail communications. Offeror shall execute a non-disclosure and confidentiality agreement in a form acceptable to the Volunteer Companies and the County. Managed Services • 24/7/365 Monitoring of Network and Desktops • Server Monitoring • Critical Service Alerting • Patch Management of Desktops and Server(s) • Disk cleanups and defragging of Desktops and Server(s) • Restart of computer services on Desktops and Server(s) • Ticket Escalation Services • Asset Inventory Management of all computer related equipment and printers. • Application of patches and upgrades to all software applications. • Installation of new application software systems. • Standard for Operating System Imaging • Installation and maintenance of printers • Ability to add/update additional hardware/network equipment • User Accounts, including setup and maintenance (Department Network and outsourced email service). Security Management/Information Security • Installation of maintenance of anti-virus software selected by the Department. • Installation of maintenance of anti-spyware software selected by the Department. • Removal of viruses, spyware, and malware from desktops and servers. • Provide and install updates to anti-virus and anti-spyware software. • Provide Botnets, Spyware, and Phishing Protection. • Provide protection against unauthorized intrusions into the network environment. • Provide device security via deployment of an MDM solution that secures all devices against unauthorized access and employs the concept of least privilege
