HomeMy WebLinkAbout32-33RESOLUTION 32-23
RESOLUTION AUTHORIZING STAFF TO AUTHORIZE REQUEST FOR
PROPOSALS (RFP) FOR QUALIFIED CONSULTANTS FOR INFORMATION
TECHNOLOGY MANAGED SERVICES
WHEREAS, the Town of Los Altos Hills adopted a resolution for FY2022-23 with a 1 -year
agreement with Eaton & Associates for IT Managed Services; and
WHEREAS, the IT Managed Services agreement will expire June 30, 2022; and
WHEREAS, the scope of services (Attachment 1) will be included in the Request for Proposals
(RFP) ; and
NOW THEREFORE, The Administrative Services Director is hereby authorized to advertise the
request for proposals for consultant services to provide information technology managed services.
The above and foregoing Resolution was passed and adopted by the City Council of the Town of
Los Altos Hills at a regular meeting held on the 16th day of March 2023 by the following vote:
AYES: Swan, Mok, Schmidt, Tankha, Tyson
NOES: None
ABSTAIN: None
ABSENT: None
ATTEST:
Deborah Padovan, City Clerk
BY:
Linda G. Swan, Mayor
Resolution 32-23
Page 1
EXHIBIT A
Scope of Services
1 General Support
1.1 Contractor will provide support for the Town desktop computers and desktop applications.
1.2 Contractor will work with vendors for application issues beyond routine troubleshooting
procedures and for non-standard, unique third -party software that the Town utilizes.
1.3 Contractor will provide 24/7 support for all Windows and Linux based server(s), including
virtual servers.
1.4 Contractor will provide 24/7 management and monitoring of the network infrastructure.
1.5 Contractor will provide 24/7 network security and cyber security monitoring and
management.
1.6 Contractor will provide centralized security patches/updates and firmware process.
1.7 Contractor will assist and help plan a cybersecurity audit based on principles outlined by the State
of California (https://cdt.ca.aov/security/information-security-program-audit-services/).
1.8 Contractor will evaluate steps recommended by CISA to prevent ransomware attacks
(https://www.cisa.gov/stopransomware/resources).
1.9 Contractor will evaluate and recommend technology upgrades to the Town as needed to
improve performance, security, reliability, etc. The Town will act as the final decision
maker for any proposed upgrades.
1.10 Contractor will undertake a study to evaluate how the Town's in-house infrastructure
can be migrated to the cloud for increased security, determine cost tradeoffs, ease of
use and better scalability (https:Hgovernmenttechnologyinsider.com/why-local-
governments-should-migrate-government-to-the-cloud/).
1.11 Contractor will identify, evaluate, and recommend any third -party software tools that
Town will be required to procure. The Town will act as the final decision maker for any
software licensed by, or for, the Town, procured with Town funds, or required to be
reimbursed with Town funds.
1.12 Acceptance Testing and Documentation of Procedures. Following the completion by
Contractor of any deliverables required by this Agreement that result in operational
changes or new processes, Town will test each process/procedure in accordance with
standard industry procedures, noting in writing whether the deliverable will be accepted
(final acceptance) or if modifications are required. Following final acceptance by Town,
Contractor will provide written documentation procedures within thirty (30) calendar days
of the effective date of final acceptance.
1.13 Contractor Staffing: Contractor will provide technical staff that are knowledgeable and
trained to carry out this Scope and Services. Based on ongoing IT needs, staffing levels
may change upon mutual agreement between Contractor and Town. Managed Service
staffing includes:
1.13.1 Dedicated Account Manager -Act as the main point of contact between
Contractor and Town.
1.13.2 Desktop and Server Engineer- Technical skills necessary to support current
and future Town desktop, mobile and peripheral infrastructure.
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1.13.3 Systems and Network Engineer - Technical engineering support for the
Town's servers and network infrastructure and cloud -based systems.
1.13.4 Chief Technology Officer / Director of IT - Serve as the Senior Engineer,
Strategist and Technology Consultant to the Town.
1.13.5 Project Manager—will provide tools, documents, techniques, and resources to
support managed services and approved projects.
1.13.6 Continuing Education and Training — Contractor will ensure all staff complete
all necessary training and credentialing to provide this Agreement's services.
1.14 Town Resources
The Town will provide Contractor with resources as needed to carry out services such as facilities
access, server, and network access, and temporary workstations. The Town will respond as
quickly and completely as possible to enquires made by the Contractor.
Contractor will communicate in advance to the Town when assistance is required.
Town will provide a designated point of contact for Contractor.
2 Service Delivery Areas
(1) Base Services
(2) Desktop and Server Services
(3) Network and Security Services
2.1 Services not included are related to the implementation of new infrastructure or new
software systems/solutions. Contractor will provide cost estimates to the Town for all
none- included services as needed. The cost estimate should be itemized with
descriptions of each item.
3 Base Services
3.1 Purchasing
3.1.1 Contractor will be responsible for making recommendations on IT -related
equipment (hardware) and software and coordinating with vendors as requested,
Town will make purchase.
3.1.2 Contractor will be responsible for obtaining quotes for maintenance or warranty
renewals and reviewing the terms and conditions of the Town's maintenance
and support agreements. Contractor will follow all Town purchasing policies. The
Town will act as the final decision maker for any hardware or software purchases
made on behalf of the Town, procured with Town funds, or required to be
reimbursed with Town funds.
3.1.3 All hardware and software purchases will be updated in an asset database with
serial numbers, warranties, and expiration dates and will be reflected in the
annual Tech Audit.
3.2 Project Management and Delivery
3.2.1 Contractor will deliver and manage projects with a high level of professionalism
and skill to ensure timelines, scope and budgets are adhered to.
3.2.2 Contractor will provide a consistent methodology for all technology projects (i.e.,
planned during the yearly budget process, ad hoc projects) to ensure successful
projects.
3.2.3 At Town"s's sole discretion, new technology or application implementation
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requiring project management and services, maybe sole -sourced to the
Contractor or maybe submitted for outside bids.
3.3 Documentation
3.3.1 Contractor will create and maintain accurate and updated technology
documentation, including, but not limited to:
3.3.1.1 Device configuration version control
3.3.1.2 Change control documentation, including thorough test plans.
3.3.1.3 Standard procedures (i.e., patch management)
3.3.1.4 Updated equipment/application/warranty/license lists.
3.3.1.5 Vendor contact list
3.4 Service Level Metrics, Availability and Response Times
3.4.1 Support Tracking
Contractor will utilize an interactive ticketing system that tracks each ticket from
initiation to completion. The system will serve as the central communication hub
between the Contractor's helpdesk and Town users. In addition, the Contractor will
provide a weekly report on outstanding support tickets to the Town as well as a
secure web portal where tickets can be viewed by the Town in real-time
3.4.2 Service Levels aims to ensure that the Contractor meets Town's business
requirements for availability, reliability, and secure services that are backed by
service levels. By meeting these objectives, Town aims to:
• ensure end-user experience and productivity
• standardize hardware and software environments
• ensure security, data management, and backup
• ensure asset management and control
3.4.3 Contractor will follow industry best practices, specifically the "Service Operation"
standards outlined by the Information Technology Infrastructure Library (ITIL).
Contractor will use processes governed by a Service Level Matrix ("SLM") and a
set of Service Level Objectives ("SLOs") to identify incidents (i.e., alerts and/or
events), define each incident's priority level (defined by that incident's urgency
and impact), respond to incidents in order of priority, and ultimately resolve
incidents as quickly as possible.
Regular Service
After Hours
Service (desktop
services only)
7:00am to 6:00pm, Monday -
Friday
After 6:00 pm and before 7:00
am after hours of service
Monday — Friday
All hours Saturday, Sunday
3
Help Desk hours are defined as 7:00am
to 6:00 pm Monday through Friday
except for Town holidays.
Network support 24X7X365 is included in
pricing.
Desktop support performed by
Contractor outside the normal business
hours, on weekends or holidays will be
billed at the appropriate overtime rates
(see contract)
Resolution 32-23 Page 4
Table 1- Service Level Metrics / Objectives
Metric
Availability-
: Network Support
Operations
A
Ivailability-
Helpdesk
24x7x365 24x7x365 24x7x365 24x7x365
24x7x365 24x7x365
24x7x365 Regular Service
Hours
Resolution 32-23 Page 5
Acknowledgement
15 minutes
15 minutes1
30 minutes
Status Updates
30 minutes
2 hours
8 hours
Resolution Plan
< 4 hours
< 8 hours
< 8 hours/NBD
90%o resolved
90% resolved
75% resolved in
Resolution Time
in less than 4
in less than 8
less than 16
hours
hours
business hours
Table 2- Priority Levels
30 minutes
12 hours
< 3 days
75% resolved in less
than 1 week
P1 — Critical Typically, an emergency incident affecting all or most users and that is halting the
use of critical "line of business" applications and/or access to the network or a
data/security breach.
Examples: Email server(s) not sending/receiving email, Internet connection down,
database server appears offline, etc.
P2 — Likely affecting multiple users and impairing access to one or more critical
Important business applications, though, not resulting in a complete stoppage of work.
Examples: Slow/intermittent Internet connectivity, backup failures, imminent
server crash due to lack of hard disk space, etc.
P3 - Normal Typically affecting between 1 and 5 users and generally non-critical in nature. j
Workarounds are likely available. I
Examples: User cannot print to a network printer, user's domain account locked
due to unsuccessful password entries, a user has deleted an email by accident
and wants it restored, etc.
P4 - Low The problem affects no more than a few users and is typically non -business
impacting. Workarounds available.
Examples: User has some "dead pixels" on her monitor, user application
displaying persistent error messages with no impact to use of the application,
occasional static heard on a particular VoIP phone, etc
3.4.4 Contractor will deliver a monthly report (SLO Report) documenting performance
according to the agreed-upon service levels set forth above. Any SLA that is not
met will require a remediation plan included in the SLA Report that will be
implemented in less than 30 days
3.5 Account Administration, Management, and Reporting
Contractor is responsible for maintaining a high level of service and accurate reporting on
that service. Account administration includes, but is not limited to, the following services
and reports:
3.5.1 Prepare and deliver Service Level Objectives Reports (monthly)
3.5.2 Help Desk tickets or reported incidents that have been open more than three
days can be escalated by the Town via the real-time portal and will be included
in the bi-weekly meetings and monthly ticket reports.
3.5.3 Summary report of all tickets opened, closed, or worked during the month, with a
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status for each.
3.5.4 Prepare and provide monthly, quarterly, and annual Customer Satisfaction
reports based on the responses from closed tickets.
3.5.5 Perform Annual Technology Audit to include the current state of all hardware,
software, licenses, vendors, diagrams, and recommendations for improvements,
innovation, new technology, including improvement and sustainability projects
As part of this audit, the Contractor should present the Town with all upcoming
hardware and software technologies that will help improve the performance of
Town's hardware and software, which will eventually help improve Town's
services.
3.5.6 Attend IT meetings (quarterly) on-site or via teleconference with department IT
user group and or Executive Team.
3.5.7 Conduct bi-weekly IT status update meetings with Town designated point
of contact
3.5.8 Provide status of service request or project (as needed)
3.5.9 Decommission and remove hardware, including hard drives in compliance with
DOJ/CJIS policies.
3.6 Asset Management Services include:
3.6.1.1
Physical inventory
3.6.1.2
Asset receiving
3.6.1.3
Asset tracking
3.6.1.4
Software license management
3.6.1.5
Asset cascading and disposal
3.7 Change Management
3.7.1 Managing and minimizing disruption to end-users is critical in delivering high
levels of customer service. Therefore, Contractor will utilize a Change
Management methodology to support the Town. The change control structure
will include roles and responsibilities, required inputs and outputs, and
communication requirements. Identify any areas where specific processes or
procedures needs to be adhered (e.g., application vs. infrastructure).
3.8 Tran sition/Onboard ing
3.8.1 The Contractor will provide onboarding and transition services by working closely
with Town contacts and existing IT providers to ensure the Town's systems and
technology works seamlessly.
3.8.2 Contractor will conduct a security assessment and provide a report to the Town
of findings and recommendations to ensure the Town's system are secure and
stable.
3.8.3 Contractor will meet weekly during the first 100 days with the Town.
3.8.4 Contractor commits to supporting a smooth handoff with any other IT Contractor or
Agent designated by the Town, during the term of the contract, or related to end of the
contract. Contractor agrees that any final payments owed may be withheld pending
completion of successful transition. Transition includes (but is not limited to) walk-
throughs, documentation, access credentials, and operating practices to enable the
other IT Contractor or Agent to provide needed services.
Resolution 32-23 Page 7
4 Desktop and Server (Intel based) Services
4.1 Help Desk management, maintenance, and monitoring activities for the operation and
performance of network equipment, desktops, peripherals, and telephone equipment.
4.2 Contractor will provide a full-service Help Desk from 7:00 a.m. to 6:00 p.m., with ability to
provide on-site resources (as needed) Monday through Friday that will include escalation
resources, as well as 24 hour on-call resources for urgent priorities that may need
immediate response on-site and/or remotely.
4.3 Contractorwill provide support for Microsoft Windows, Microsoft Office (multiple versions),
Microsoft Server (multiple OS versions)
4.4 Contractor will provide support for Town email services (Exchange 2019 and Office365)
4.5 Contractor will manage all aspects of Help Desk service delivery as a single point of
contact, including:
4.5.1 All problem resolution (Tier 1, 2, 3)
4.5.2 Service request tracking
4.5.3 Problem management
4.5.4 Call escalation management
4.5.5 Dispatch
4.5.6 Knowledge management
4.5.7 Self help
4.5.8 New Employee Onboarding / training on how to use the help desk.
4.5.9 Manage the team providing services to Town.
4.5.10 Manage the performance of Contractor's personnel and services and continually
seek opportunities to enhance and improve performance.
4.5.11 The Town, working with the Contractor, will set or change the priorities of tickets.
4.5.12 A maximum of two Town staff requires the ability to adjust priorities within
the ticketing system.
4.5.13 Provide Town monthly service level reports and access to the help desk portal.
4.5.14 Staff may participate in receiving alerts and alarms. (e.g., Wi-Fi, server room
temperature, hardware issues)
4.6 Operations will be focused on delivering exceptional customer service. The Contractor will
be required to measure and monitor customer service and provide monthly reports on
customer service delivery. The contractor will also provide a process for customer service
escalations and remediation.
4.7 Desktop Hardware / Software Maintenance Support
4.7.1 Service provided in this area supports desktops hardware and software, laptops
hardware and software, and the peripheral devices attached to them. A wide
variety of applications are in use across the departments.
4.7.2 Desktop Client Services include:
4.7.2.1 Hardware break/fix
4.7.2.2 Software break/fix
4.7.2.3 Peripheral break/fix (i.e., printers, scanners, copiers, fax, audio/visual
equipment Note: Contractor will not be expected to fix a/v related equipment
(e.g., Crestron) but rather help diagnose issues and if necessary, recommend
replacement hardware. Contractor will coordinate with the Town's preferred
vendor for copier and printer repairs and maintenance.)
Resolution 32-23 Page 8
4.7.2.4 Technology refresh (includes planning and coordination with Town staff).
Included in annual costs is planned technology refreshes for existing
equipment (e.g., computers, laptops, servers, printers, switches, firewalls)
4.7.2.5 Training room setup (setup equipment in miscellaneous locations, as needed)
4.7.2.6 Installations, moves, adds, and changes.
4.7.2.7 Troubleshoot and fix desktop (on site or remotely) and network issues.
4.7.2.8 Provide support to Emergency Operation Center (EOC) to ensure network
connectivity to EOC internet connection and phone lines.
4.7.3 Desktop Application Services include:
4.7.3.1 Basic troubleshooting/connectivity to support all Town applications.
4.7.3.2 Image management
4.7.3.3 Patch management (all applications)
4.7.3.4 Provide and maintain security on all endpoints (antivirus)
4.7.3.4.1 Implement antivirus automated scheduled scans and automatic definition
updates (no manual updates or scan)
4.7.3.5 Electronic software distribution
4.7.3.6 Integration and testing
4.7.3.7 Support laptops, tablets, iPads and mobile devices (cell/smart phones)
4.8 Third -Party Software Support
4.8.1 The contractor will provide basic support of all third -party business application
used by the Town.
4.8.2 Basic support could include connectivity to the application, potential account
setup, and upgrade support.
4.8.3 Provide support to miscellaneous utility software (i.e., Adobe, Cisco WebEx,
Zoom, SeeClickFix, Scanner/OCR, Fuel System, label, Shortel communicator)
4.8.4 Town Website Support will be provided on a best effort basis and coordinate
with the Town's webmaster as required.
4.8.5 Contractor will provide administrative support for the entire Office365
environment licensed by the Town.
4.8.6 Contractor will evaluate any software for any security vulnerabilities
due to software supply chain issues, encryption of sensitive data
and robust access control requirements.
4.9 Microsoft Server Administration and Security
4.9.1 This section includes the maintenance of all aspects of server security, incident
management, virus and malware protection, access control, and auditing.
4.9.2 Contractor responsibilities include, but are not limited to:
4.9.2.1 Microsoft server administration: with access provided by Town, set up
users, manage access to resources (file shares/printers), and implement
security for each per Town requirements.
4.9.2.2 Provide server -side support for print queues, end users with printer issues and
coordinate with Town's managed printer vendor.
4.9.2.3 Provide all support for VMWare Hyper Converged Server Environment
4.9.2.4 As needed support VolP (i.e., networking Town utilizes
Mitel/Shortel Communicator)
4.9.2.5 Provide and support an antivirus solution (solution requires approval by
Resolution 32-23 Page 9
Town)
4.9.2.6 Ensure Town security policies are enforced on endpoints.
4.9.2.7 Perform regular maintenance and auditing to ensure security on all devices.
4.9.2.8 Monitor and respond to logs on endpoints, antivirus, patching.
4.9.2.9 Ensure servers and devices have the latest available security patches and
firmware installed.
4.9.2.10 Implement a remote access tool to maintain a secure remote access
environment using appropriate technologies.
4.9.2.11 Provide remote access administration that comply with Town policies.
4.9.2.12 Support and maintain Active Directory and Group Policies
4.9.2.13 Apply and maintain Town policies for file system security and user
access.
4.9.2.14 Assist with the development of new IT related policies and the updating of
existing policies as needed.
4.9.3 Storage, Backup & Disaster Recovery
4.9.3.1 Support storage environment
4.9.3.2 Contractor will manage and ensure the recoverability of all Town data based
on agreed upon backup and retention schedules.
4.9.3.3 Provide all support related to backup solutions including but not limited to:
• Manage backup system and Storage Area Network (SAN)
• Perform backups and snapshots in accordance with established backup
schedule.
• Maintain backup software and infrastructure.
• Perform file and database recovery from backup media or snapshots and
as requested; perform monthly backup recovery testing.
• Manage and monitor location of all backup media in accordance with
media retention schedule.
• Schedule transport and destruction requests
• Perform and document annual backup media disaster recovery test.
4.9.4 Implement, maintain and perform monthly testing of automatic failover for critical server
infrastructure and applications.
4.9.5 Secure Large File Transfer Services
• Contractor will provide support to assist with large file transfers.
5 Network and Security Services
5.1 Contractor will provide 24x7x365 network and security services.
5.2 Contractor will manage the Town's network and provide network engineering,
administration, maintenance, and projects services.
5.3 Contractor will provide a next generation security information and event management
(SIEM) networking management and monitoring software system.
5.4 Network administration includes maintaining and monitoring the communication through
the Town network, ensuring optimal performance. This includes but is not limited to
document and support of the firewalls, switches, and VLANs.
5.5 Security administration includes the maintenance of all aspects of information security,
incident management, firewall services, anti-virus services, intrusion protection, penetrating
services, system security and auditing.
Resolution 32-23 Page 10
5.6 The communication/network responsibilities include regular patching, updates, firmware
and service pack updates, network operating system upgrades, and the monitoring,
maintaining, and optimizing of all the services and devices. The network projects include
documenting and ensuring standardizations across the network (e.g., VLANS, device
management).
5.7 The network services will also include maintaining the current environment, as well as
changes and improvements to existing operations, including new capabilities. Network
services changes will be scheduled in advance (unless needed for security or other
emergency purposes).
5.8 The responsibilities include, but are not limited to:
5.8.1 Maintain all firewall, routers, switches, and VPNs; provide network design and
engineering expertise to maintain network.
5.8.2 Maintaining all WAPs with the assistance of current third -party maintenance
provider
5.8.3 Evaluating and applying security patches and upgrades
5.8.4 Monitoring network performance and capaTown
5.8.5 Identifying potential limitations before traffic on the network increases to the point
that it affects system performance.
5.8.6 Supporting as needed the VolP infrastructure (connectively issues) and
coordinate as needed with current third -party maintenance provider.
5.8.7 Keeping inventory and maintenance records for all network equipment and
ensuring documentation and recoverability of network device configurations
5.8.8 Providing or scheduling repairs and maintenance necessary to continue
operations and meet approved service levels.
5.8.9 Timely coordination and communication with Town Town staff regarding
maintenance and upgrades to minimize impact to Town operations.
5.8.10 Diagnosing, investigating, and identifying root cause to network problems;
recommend and implement fixes.
5.8.11 Integration with other Agencies / Applications
5.8.12 Ensure applications are available for internal/external access.
5.8.13 Maintain security settings, software, and firmware on all network equipment,
computers, and laptops.
5.8.14 Utilize NIST security framework and standards to manage the Town's
network security program.
5.8.15 Network diagrams
5.8.15.1 The documentation will be audited and inventoried on an annual basis. A
quarterly update will be sent to the designated IT contact for review.
10
Resolution 32-23 Page I I