The Vendor is required to provide for IT services to support and manage operations across multiple City operating locations.
- Provide a Managed Service Provider (MSP) to deliver comprehensive IT services that support and manage operations across the City’s various locations.
- The primary technology infrastructure is based upon a combination of on premise and cloud-based Microsoft technologies, and industry standard routers and switches, third party Software as a Service (SaaS) applications, and VPN connectivity between sites.
- The city shall refer to IT services provided to the City and all its locations, employees, and site-to-site VPN connections.
-This includes multiple Active Directory domains with trust relationships.
- Account Management – The MSP must offer an internal escalation process in tandem with The City to ensure the ability to have multiple points of contact available if needed depending on the items or issue encountered.
- Help Desk Support ‐ The MSP should offer Help Desk support services during business hours by telephone and approved remote support tools. After- hours emergency services should be available based on a separate time and materials basis to support critical issues.
- Remote Access Management –The MSP must support the City’s current secure remote access solution.
- Change Management ‐ All change management is to be coordinated through the City, with changes proposed, evaluated, approved, scheduled and implemented based upon the City’s operational schedule. Personnel from the City’s Finance Office will be the primary liaison for Change Control activities, with subject and procedure expertise provided by other departmental personnel as necessitated by the change under review. Where impacting critical systems, authorized changes must include a success criterion to be validated before the change is recognized to be complete, as well as a rollback plan in the event the success criteria is not met.
- Backup and Recovery – The MSP must be able to support a backup methodology that is local, cloud based, immutable and encrypted. The MSP will be responsible for the backup of network device configurations.
- Questions/Inquires Deadline: February 13, 2026
