Specifications include, but are not limited to: Offeror shall provide support for all hardware and computer systems specified herein (or that maybe acquired during the term of this contract) provided that such equipment is either covered under an active support contract (e.q., 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 critical alerts, scans and event resolutions. Should any problem or issues be discovered during the monitoring of the Department’s computer systems, Offeror shall immediately notify the Department of the condition via telephone or e- mail communications. Offeror shall execute a non-disclosure and confidentiality agreement in a form acceptable to the Department 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. RFP No. RFP160003 Page 3 of 18 Application of patches and upgrades to all software applications. Installation of new application software systems. User Accounts, including setup and maintenance (Department Network and outsourced email service). Security Management 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. Professional Services Provide technology consulting and engineering as necessary, including recommendations for cost-effective solutions to better manage the network. Backup and Disaster Recovery Continuity Ensure operation of Department backup systems. Identify Critical Data for backup and recommend appropriate backup schedule. Test backup and recovery at least 1 time per month. Provide off-site storage for archival backups. Reactive Support Services Help Desk Support shall be provided on a 24 hour/7 day per week/365 day per year schedule. o After-hours Help Desk Support may be provided through an answering service and call back response from an on-call technician. On-site support shall be available if needed on a 24 hour/7day per week/365 day per year schedule. “ H o w T o ” s u p p o r t s h a l l b e a v a i l a b l e f o r m 8 : 0 0 A M u n t i l 1 1 : 0 0 P M e a c h d a y . Support for remote devices (devices not at station 11) shall be available from 8:00 AM until 11:00 PM each day. Proactive Support Services Installation of new or replacement equipment, including, but not limited to: work stations, servers, Wi-Fi access points, and printers
