The vendor required to provide managed information technology (IT) services, including backup and disaster recovery, cybersecurity, and cloud support.
- Support hours
• Provide on-site technical support between the hours of 8:00 am to 6:00 pm Monday through Thursday and 8:00 am to 5:00 pm Friday.
• The city shall provide a working area for consultant staff when on-site.
• Provide on-site technical support for city council meetings, commission meetings, and other public events held after business hours, as requested.
• Provide on-site technical support for emergency operations center setup and support, scheduled generator and ups tests, restoring IT services after unscheduled outages, and related activities, as requested.
• Distribute on-site help desk activities among at least two (2) consultant employees to provide breadth of coverage and knowledge-sharing among consultant employees.
• Provide a fully staffed remote help desk available by phone and email between 6:00 am and 10:00 pm daily, including weekends; and call-back service between 10:00 pm and 6:00 am daily.
• Perform repairs and maintenance requiring system-wide downtime between 10:00 pm and 6:00 am daily, including weekends, unless alternate times are approved in advance by the city.
• Provide support for remote and telecommuting staff including VPN, secure remote access, virtual desktops, microsoft 365 access, teams’ collaboration, and cloud-based file sharing.
• Provide support for AI tools adopted by the city, including configuration, integration, governance, and troubleshooting.
• Provide support for microsoft 365 applications, including teams’ meetings, online collaboration, and mobile device access.
- Support categories
1. Maintenance
• All activities involving the day-to-day maintenance of the city’s IT environment are termed “maintenance” and shall be included in the scope.
• Examples of maintenance activities include, but are not limited to: monitoring, updating, patching, and break and fix activities for network equipment, servers, virtual servers, computers, printers, copiers, scanners, computer peripherals, telephones, internet services, network services, and software; and like-for-like equipment replacements.
• Support, configuration, and administration of microsoft 365 services including exchange online, teams, SharePoint, OneDrive, Intune, azure ad/Entra id security, MFA, and compliance tools.
• Routine support for staff using telecommuting tools including VPN, virtual desktops, teams’ meetings, remote collaboration platforms, and cloud storage.
• Routine support for approved AI tools including user access, system configuration, AI governance compliance, and troubleshooting.
• Furthermore, the following activities are considered maintenance and are included in the contract base
2. Projects
• Activities involving significant or disruptive changes to the city’s IT environment, or are otherwise not considered maintenance, are termed “projects”.
• Projects are considered outside the base scope and shall be billed to the city at the hourly rates established for “extra work”.
• Examples of projects may include: business process analysis, needs assessments, or other significant research projects; the addition of new requirements, capabilities or operations affecting a department or the enterprise; the deployment of new enterprise software; the installation of equipment entailing re-engineering of existing systems; or major upgrades to software requiring new system architecture or new business processes.
• For each project, consultant may provide the city a project plan and cost estimate.
• The consultant is not obligated to submit a project plan or cost estimate for any project.
• Quotes for all projects shall itemize labor hours, equipment, software, services, and other expenses; hourly rates must comply with contracted hourly rates for extra work.
• Project management: consultant shall provide project management services for the planning and execution of all IT projects.
• Project management services may include but are not limited to the following:
o Oversight, planning, execution, and closure of IT projects.
o Project status reports and written project plans.
o Conduct purchasing process for city upon request.
o Provide ad-hoc reports on systems and applications as requested.
- Contract Period/Term: 3 years
- Pre-Proposal Meeting (Non-Mandatory) Date: January 29, 2026
- Questions/Inquires Deadline: February 6, 2026
