Administration A. Superintendent. Technology Services Proposal. Board of Education Dr. Bruce Law Superintendent of Schools DATE: July

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1 Dr. Bruce Law Pamela Bylsma Tammy Prentiss Domenico Maniscalco Bill Eagan Superintendent Assistant Superintendent Assistant Superintendent Chief Human Chief Financial of Schools for Academics for Student Services Resources Officer Officer Administration A. Superintendent 3. Technology Services Proposal TO: FROM: Board of Education Dr. Bruce Law Superintendent of Schools DATE: July RE: Technology Services Proposal Since the summer of 2014, we have been working to determine the level of support needed in the area of Informational Technology (IT) to ensure that we are providing the highest level of service at the lowest possible price. Unlike determining staffing levels for teachers, for example, where we use the metric of student enrollment divided by the section size to determine the number of classes we need, there is currently no metric in providing IT services that would allow us to determine staffing levels. We believe that determining the level of support needed to provide the highest level of service at the lowest possible price is normal management work. The need to complete that task became more pressing as discussions of migrating to a learning environment that relies on every student having a computing device (1:1 for short) progressed and began gaining momentum. We have reported to the Board that we are investigating whether a 1:1 learning environment would increase the educational value we provide to students in District 86. That investigation is moving along three fronts. First is the infrastructure our IT sits on. We have also brought recommendations to the Board to upgrade or expand our IT infrastructure, being careful not to recommend anything we would not need if we do not go 1:1 but beginning to put in place what we need should we go 1:1. The second front is providing teachers with the professional development they will need to take full advantage of a 1:1 learning environment. Important in this aspect of our work is listening to our teachers whether they believe going 1:1 will enhance the instruction they provide our students. The third front in investigating 1:1 is in the service we provide end-users of our technology. It makes no sense to migrate to 1:1 if we do not have the infrastructure to support it, nor does it make sense if the way we teach is the same as before. It also would make no sense if we could not provide the support our students and teachers will need in that IT intense environment. Added to that consideration is the fact that, even if we do not go 1:1, we do not know the level of support our current technology users need to do all the things we are currently doing and how we can meet those needs at the lowest price. Please find below a proposal from Sikich to provide IT support that will give us visibility into the IT services we provide to allow us to determine what we need to provide IT support at an appropriate, cost-effective level. I have engaged Sikich to provide their ticketing system and related support and support processes for the first two weeks of school for students and teacher week because that is the most critical time for understanding the support our users need and for providing them with support. The attached proposal expands upon that engagement for the school year to give us a comprehensive look at IT analytics and key performance indicators in District 86 as well as provide a level of support that is greater than what we have provided in the past by having access to industry s best practices and processes for IT support. Suggested Motion: Review the Proposal Recommended: Informational Administrative Center 5500 S. Grant Street Hinsdale, IL Phone: (630) Fax: (630)

2 Sikich Tech 360 Level I with Ticketing Service Level Agreement Terms of Service Level Agreement 1. This Service Level Agreement (SLA) is subject to the terms and conditions of our Professional Services Agreement (PSA) signed and dated 07/24/ The term of this SLA shall commence as of 08/01/2015, and shall continue for a period of twelve (12) months thereafter, unless otherwise terminated as set forth herein. This SLA shall automatically renew for one (1) year at the end of each one (1) year period, unless written notice is given by either party thirty (30) days in advance of the renewal date. Both parties understand that termination of this agreement will likely result in some form of transition that will require additional Sikich engineering resources. Any such labor required for such transition will be billed at Sikich s current time and material labor expense rate and is not included as part of this agreement. Termination will incur a final fee above and beyond the fee due for the last month of actual managed service at time and material labor expense. This termination fee is in place to cover Sikich s reasonable disengagement efforts to responsibly transition the customer s information technology management to the Client. Termination will only occur as of the last day of the month and fees will not be prorated on the termination month. This termination language supersedes the termination language contained within the Master Professional Services Agreement. 3. Fees and Payment Terms. The fees and payment terms for the Managed Services shall be as set forth in Exhibit B ( Fee Schedule ) attached hereto. Unless otherwise provided in Exhibit B, all fees are billed ahead of time. Invoices will be sent to Client by the 15th of each month, for Services provided the next month. Each invoice is due in full by the 1 st of the following month. Sikich reserves the right to suspend any or all services until payment is received. In an effort to keep up with rising costs, fees will be increased annually at a rate not to exceed 5%. Services Included: 1. Remote proactive monitoring and patching 2. Provide server and network equipment monitoring and alerting to client specified escalation contact 24x7* 3. Maintain current Hardware and Software Inventory as allowed via our monitoring agents. 4. Submission of quarterly status reports including the Executive Summary and patching status. 5. Access to our ticketing system and portal for your staff to utilize as a service desk system for all support tickets, time entry, issue tracking, utilization, and project status reporting.** *Currently Sikich only provides monitoring and reporting on Dell SonicWall and Fortinet brand firewalls. Other firewalls may be monitored for up down status via heartbeat from our NOC on a best effort basis. No logging and reporting can be provided for other brands. In addition, Sikich is not responsible for the security policies in use on the firewall which will need to be dictated by the customer. Sikich will advise on best security practices but it is the customer s responsibility to decide what traffic is allowed to pass through the firewall. Client hereby confirms that they have received and reviewed Sikich s recommendations regarding security practices, and acknowledges the imperfect nature of attempts to maintain the security of any information transmitted over or accessible through the internet. Client further acknowledges that Sikich will not be responsible for any breaches of intellectual technology security of Client. **Note Ticketing is priced on a per user basis so every user that will be assigned tickets will need to have a named user license. The cost for each license is $100 per user.

3 Services Not Included: 1. Purchase of Hardware and/or software required for maintaining integrity of servers, PCs, laptops, security, monitoring, backups, and power failure back up. 2. New projects (anything that is being introduced new to the network environment including but not limited to new PCs, mobile devices, printers, servers, network hardware, application software, offices, and users). Should additional project work be required for services not covered in this SLA, we will create a thorough scope document with a parts and labor estimate to complete the project. 3. Replacement and maintenance of consumables such as printer paper, toner, ink, etc. 4. Equipment independent of the client s Microsoft network or not installed or configured by Sikich. 5. Maintenance and Support of Phone System. 6. Issues arising on home user PCs not owned by the client and not included in the hardware inventory 7. Maintenance or support of any PDAs, mobile phones, or other personal equipment not owned by the Client. 8. Changes to the network including swapping of workstations or laptops, carrier changes for mobile or land lines, moving of offices and personnel. 9. Work caused by defective hardware or software that is not covered under a current manufacturer s warranty. 10. Maintenance and monitoring of backup systems not supported or procured through Sikich. 11. Restoration of systems or data if backup not supported by Sikich. 12. Custom software and scripting support or any other support requiring the assistance of a software developer. 13. Training. 14. Firewall monitoring, configuration, or other work related to firewalls and/or security services unless otherwise specified in this agreement. 15. Mass Installation of software whether new or re-installation. 16. File restoration and data backup. 17. Mass Setup of new devices. Qty Device Description Monthly Fee Per Node* Extended Monthly Fee 750 Sikich Tech 360 Level 1 Service Base $10 $7,500 price including: -Servers* n/a -Workstations* n/a 12 Streamline IT Ticketing $100 $1,200 *A Node is defined as any piece of network equipment which will accept one of our remote monitoring and management (RMM) agents. This includes servers, desktops, notebooks and tablets that run Windows. Tablets that do not run Windows, Mobile Phones, and other devices which will not accept our agent are NOT considered nodes. See list of included services above to note support offering and options for these devices. Note that in the case of a virtual server, virtual desktop, or a thin-client environment the virtual machines/thin client as well as the underlying physical machines and storage infrastructure supporting those virtual machines, will be counted as separate nodes and included in the base price or as specified above though they will not run an RMM agent. All servers, desktops, notebooks and tablets used by Client must be included and managed with our RMM agents. Sikich will not manage or support systems not Client owned and controlled (i.e. home computers of personnel) under this SLA. Nodes may be added or removed during the term of this SLA and the extended monthly fee will be based on the previous months actual node count as reported by Sikich s RMM system. However, at no time shall the contract fees fall below the initial base price.

4 Should additional project work be required for services not covered in this SLA, we will create a thorough scope document with an estimate to complete the project. Actual fees will be based on time and material based on our then prevailing hourly rates. Client Key Contacts & Phone Numbers Primary Contact: William Eagan Phone: Sikich Key Contacts & Phone Numbers Network Operations Center Normal Business Hours (M-F 8:00am-5:00pm Central) After Business Hours Support (M-F, 5:01pm 7:59am Central, Weekends, Holidays) Phone: Phone: Toll-free: This SLA is executed by the parties, intending to be legally bound, on the date that it is accepted by Sikich set forth below Sikich LLP Hinsdale Township High School District 86 By: Name: Title: Dated: By: Name: Title: Dated:

5 Sikich Tech 360 Remote Help Desk Service Level Agreement Terms of Service Level Agreement 1. This Service Level Agreement (SLA) is subject to the terms and conditions of our Professional Services Agreement (PSA) signed and dated 07/24/ The term of this SLA shall commence as of 08/01/2015, and shall continue for a period of twelve (12) months thereafter, unless otherwise terminated as set forth herein. This SLA shall automatically renew for one (1) year at the end of each one (1) year period, unless written notice is given by either party thirty (30) days in advance of the renewal date. Both parties understand that termination of this agreement will likely result in some form of transition that will require additional Sikich engineering resources. Any such labor required for such transition will be billed at Sikich s current time and material labor expense rate and is not included as part of this agreement. Termination will incur a final fee above and beyond the fee due for the last month of actual managed service at time and material labor expense. This termination fee is in place to cover Sikich s reasonable disengagement efforts to responsibly transition the customer s information technology management to the Client. Termination will only occur as of the last day of the month and fees will not be prorated on the termination month. This termination language supersedes the termination language contained within the Master Professional Services Agreement. 3. Fees and Payment Terms. The fees and payment terms for the Managed Services shall be as set forth in Exhibit B ( Fee Schedule ) attached hereto. Unless otherwise provided in Exhibit B, all fees are billed ahead of time. Invoices will be sent to Client by the 15th of each month, for Services provided the next month. Each invoice is due in full by the 1 st of the following month. Sikich reserves the right to suspend any or all services until payment is received. In an effort to keep up with rising costs, fees will be increased annually at a rate not to exceed 5%. 4. Two hour guaranteed response acknowledging the existence of a problem to properly submitted tickets (*refer to onboarding documents for proper procedures for ticket submittal and details on how our network operations center will triage and address submitted tickets based on the severity of issues therein) for support 8x5x All support issues are first handled remotely by our Level I Helpdesk. Issues requiring support beyond the endpoint or onsite will be escalated to client s onsite support staff and routed via a ticket. Note that no scheduled onsite support is included as part of this agreement unless specifically noted under Exhibit B ( Fee Schedule ). 6. A support inquiry should be about a specific case or instance. We can help you to accomplish a specific task, use a particular feature, or resolve an error; but (out of fairness to all our phone support clients) we do not give training over the phone nor is training part of this SLA. 7. While we understand that working with specific consultants may be requested we cannot guarantee their availability at the time of your support request. While we will attempt to accommodate such requests, they will not be subject to the SLA response times specified. We therefore ask that all support requests be opened through the proper support communication channels as outlined in the onboarding document. 8. No labor for projects is included within this SLA (i.e. setup of new equipment) nor is Staff Training, or support of 3 rd party vendor products and services (i.e. utility problems, phone system, alarm system, printer servicing, LOB application support, etc.), though we will certainly facilitate and escalate troubleshooting to the proper third party as needed.

6 In addition to the services provided under the Tech 360 Level I Agreement this agreement provides the following additional included services 1. Provide 8x5 Level 1 help-desk technical remedies and standard fixes. This level of help-desk support provides call-answering service, troubleshooting and call-logging. 2. Coordinate escalation of tickets to client s Level II onsite staff. How is Level II service different? Level II support involves the need for technician to connect to a server (or the core network) for resolution. If a call can t be resolved remotely on the workstation a predefined call-escalation process will begin. 3. Support of Windows based workstations, desktops, and notebooks running our Remote Monitoring and Management (RMM) Agents are covered by this SLA. 4. Network/Internet connectivity issues. 5. Basic how to questions (*training is not included) 6. Utilize remote view and remote control capabilities to assist in Incident resolution. 7. End User Support for Microsoft Exchange servers or Cloud support if sourced and provided by Sikich. Third Party solutions will be supported as best effort through said third party. 8. Maintenance of service call log/tickets in electronic form with reporting capability. 9. Track and document Incidents and formulate trend analysis. 10. Route Service Desk tickets, as appropriate. 11. Provide Customer Satisfaction Survey at ticket closure if desired. 12. Schedule periodic review service meetings. Client hereby confirms that they have received and reviewed Sikich s recommendations regarding security practices, and acknowledges the imperfect nature of attempts to maintain the security of any information transmitted over or accessible through the internet. Client further acknowledges that Sikich will not be responsible for any breaches of intellectual technology security of Client. Services Not Included 1. Purchase of Hardware and/or software required for maintaining integrity of servers, PCs, laptops, security, monitoring, backups, and power failure back up. 2. New projects (anything that is being introduced new to the network environment including but not limited to new PCs, mobile devices, printers, servers, network hardware, application software, offices, and users). Should additional project work be required for services not covered in this SLA, we will create a thorough scope document with a parts and labor estimate to complete the project. 3. Replacement and maintenance of consumables such as printer paper, toner, ink, etc. 4. Equipment independent of the client s Microsoft network or not installed or configured by Sikich. 5. Maintenance and Support of Phone System. 6. Issues arising on home user PCs not owned by the client and not included in the hardware inventory 7. Maintenance or support of any PDAs, mobile phones, or other personal equipment not owned by the Client. 8. Changes to the network including swapping of workstations or laptops, carrier changes for mobile or land lines, moving of offices and personnel. 9. Work caused by defective hardware or software that is not covered under a current manufacturer s warranty. 10. Maintenance and monitoring of backup systems not supported or procured through Sikich. 11. Restoration of systems or data if backup not supported by Sikich. 12. Custom software and scripting support or any other support requiring the assistance of a software developer. 13. Direct Line of Business Application support. Sikich will escalate support issues to client s onsite support staff. 14. Training. 15. Mass Installation of software new or re-installation 16. File restoration and data backup. 17. Problems occurring in applications or devices not on the Supported Products list or not documented in the knowledge base. 18. Mass Setup of new devices. PCs or peripherals.

7 19. No onsite desk side support is included in the standard offering of this service. 20. Failures caused by viruses, user abuse, cyber attacks, and environmental conditions are the responsibility of the customer 21. Custom Application without relevant supporting documentation Schedule B Service Rates and Key Contacts Qty Device Description Monthly Fee Per Node* Extended Monthly Fee 750 Sikich Tech 360 Help Desk Service $20 $15,000 Base price including: n/a *A Node is defined as any piece of network equipment which will accept one of our remote monitoring and management (RMM) agents. This includes workstations, desktops, notebooks and tablets that run Windows. Tablets that do not run Windows, Mobile Phones, and other devices which will not accept our agent are NOT considered nodes. See list of included services above to note support offering and options for these devices. Note that in the case of a virtual desktop, or a thin-client environment the virtual machines/thin client as well as the underlying physical machines and storage infrastructure supporting those virtual machines, will be counted as separate nodes and included in the base price or as specified above though they will not run an RMM agent. All workstations, desktops, notebooks and tablets used by Client must be included and managed with our RMM agents. Sikich will not manage or support systems not Client owned and controlled (i.e. home computers of personnel) under this SLA. Nodes may be added or removed during the term of this SLA and the extended monthly fee will be based on the previous months actual node count as reported by Sikich s RMM system. However, at no time shall the contract fees fall below the initial base price. Should additional project work be required for services not covered in this SLA, we will create a thorough scope document with an estimate to complete the project. Actual fees will be based on time and material based on our then prevailing hourly rates. Client Key Contacts & Phone Numbers Primary Contact: William Eagan Phone: Sikich Key Contacts & Phone Numbers Network Operations Center Normal Business Hours (M-F 8:00am-5:00pm Central) After Business Hours Support (M-F, 5:01pm 7:59am Central, Weekends, Holidays) Phone: Phone: Toll-free: This SLA is executed by the parties, intending to be legally bound, on the date that it is accepted by Sikich set forth below

8 Sikich LLP Hinsdale Township High School District 86 By: Name: Title: Dated: By: Name: Title: Dated:

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