Bid Package for IT Support Services

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2 Bid Package for IT Support Services Tri-Town Community Action Agency (includes South County Community Action, Inc.) is seeking bids for a qualified IT consultant to assist in-house staff with IT related services across the Agency s ten current RI locations. Primary services will include management of Tri-Town s network and servers (2 physical and 10 virtual); backup solutions; and anti-virus/malware solutions. Additional services may include consultation for special IT projects; assistance with equipment purchases; and other general end user support as needed. A detailed list of services requested is available under Section 2. Contract Specifications. 1. Submission Instructions Bids must be placed in a sealed envelope labeled IT Support Proposal and delivered to Tri-Town Community Action Agency 1126 Hartford Avenue Johnston, RI All bids are due by 3:00 PM on Friday, August 14, Bids must be received at Tri-Town by the due date, NOT just postmarked by that date. No bids will be accepted after that date. The bid opening will be public and will begin at 3:15 pm at the same date and location. Tri-Town Community Action Agency reserves the right to reject any and all bids or to award the bid for reasons other than the lowest bid amount if it is in the best interest of the agency. Submitting a bid in no way conveys any contractual agreement or agreement to perform work. Work may only begin upon a valid contract signed by the winning bidder and Tri-Town Community Action Agency. Successful bids will include the following forms completed in their entirety. All forms are included in Appendix A. Electronic copies are available on Tri-Town s website at Only one copy of each form is required. Bid Cover Page Cost Proposal Form List of End User Support Services Out of Scope Network/Server Issues In addition to the above forms, the bidder must include 3 references, including contact information, from current or past clients. Additional materials such as brochures, pamphlets, or other items may be included if they can fit within the sealed envelope. A mandatory pre-bid meeting will be held on Wednesday, July 29, 2015 at 10 am at 1126 Hartford Avenue, Johnston, RI, Suite 200. All potential bidders must attend. Questions may be asked at the pre-bid meeting or may be submitted by to David Banno, Special Projects Director, at the following address: The deadline to submit questions is 5 pm on Monday, August 3. All questions will be answered in writing and distributed on or before Friday, August 7 to all bidders who attend the mandatory prebid conference. No questions will be accepted after 5pm on Monday, August 3. This process will ensure that all potential bidders have access to the same information.

3 2. Contract Specifications Following are the specifications of work to be contracted: a) Network and Server Management Tri-Town s network includes 12 servers (2 physical and 10 virtual), routers, and other network devices (see MPLS Network Map in Appendix B). The physical servers are located at two sites Hartford Avenue, Johnston and 1935 Kingstown Road, Wakefield. The virtual servers are housed within those two physical devices. The successful bidder will provide a monthly Network and Server Management fee which shall include the following support items: 1 Hour Guaranteed Response Time during business hours (9:00 am to 5:00 pm M-F) 2- Hour Guaranteed Response Time during non-business hours 24x7x365 Monitoring & Management of Network including Connectivity, Anti- Virus/Malware Activity and Definition Updates, Network Availability, Event Log Monitoring, Log File Maintenance, Drive Space Monitoring, and Backup Monitoring Management and Updates/Patches for Essential Server or Network Software Firmware Updates for Essential Network Devices Server OS Updates/Add-Ons/Patches Monthly Reporting of network status including any unusual events or areas of concern Network Asset Reporting and Lifecycle Management (excludes end user devices) Management of any server-level VPNs Quarterly testing of the Agency s backup system to include a proof of concept report Remote, Telephone or On-site Support for In-Scope Services The Bidder must provide a detailed list of items and situations that will be considered out of scope using the Out of Scope Network/ Server Issues form included in Appendix A. Any items or situations not identified on that list shall be included in the monthly Network and Server Management fee identified on the Cost Proposal Form. b) End User Support Services Tri-Town has approximately 300 end user devices consisting of desktops, laptops and tablets. Tri-Town employs in-house staff members who provide the majority of direct end user support for hardware and software applications. The successful bidder will provide support to these in-house staff or to end users as needed. The bidder will provide a rate for End User support (with separate entries, if applicable, for remote, telephone, onsite, and emergency response support). The bidder shall provide a list of what is included in the category of End User Support using the List of End User Support Services in Appendix A. At a minimum, that list shall include the following: Support for Microsoft Applications End User Asset Management 3 rd Party Software Support Assistance with 3 rd Party IT /Software Vendors Desktop Optimization & Management Anti-Virus & Anti-Spyware Management VPN Client Management Software Patch Management for OS and Microsoft Applications Support for IT peripherals including agency owned printers

4 c) Additional Support In addition to the services identified in sections a) & b), the successful contractor shall provide the following services on an as needed basis: Assistance and support for IT issues (includes those identified on the List of End User Support Services and Out of Scope Network/Server Issues). IT issues may include specific project work; staff training; programming; general consulting; or document review. Bidder must provide a rate/fee schedule sorted by the type of support. If the rate for a particular support service is variable, then a maximum rate must be identified. Types of support will include, at a minimum, End User Support; Out of Scope Network/Server Issues; Programming; Staff Training; General Consulting; and Document/Policy Review. Procurement assistance with any technology related purchases including hardware and software. Bidder must provide details of any additional charges that will be incurred for this service (% of purchase, flat rate, etc.) as well as what those additional charges will include (setup, installation, etc.) 3. Billing/Payment The successful contractor shall invoice Tri-Town monthly for all services rendered each month. The invoice shall include the monthly Network and Server Management fee as well as the cost of any additional support provided that month. The contractor shall provide a ticket support system or similar method of tracking for all support requests made by Tri-Town. A monthly report, detailing the date of service, type of support, # of hours spent, and department served shall be included with each monthly invoice. Monthly invoices submitted without support detail shall be considered incomplete until support detail is provided. Invoices shall be paid within 30 days of receipt of a complete invoice.

5 Appendix A Bid Cover Page Cost Proposal Form List of End User Support Services Out of Scope Network/Server Issues

6 Tri-Town Community Action Agency IT Support Proposal Bid Cover Page Company Name Address City, State Zip Primary Contact Telephone # Fax # Proposed monthly recurring charge for the Network and Server Management Fee. This fee will include all items identified under subsection a) Network and Server Management of the Contract Specifications section of the Request for Bids. $ per month

7 Tri-Town Community Action Agency IT Support Proposal Cost Proposal Form Please list the hourly rate for each type of support listed in the chart. Do not leave blank spaces. If a support type is not offered by your company, please list N/A. If a rate for a particular type of support varies, please list a minimum and maximum range. Type of Support Hourly Rate End User Support: Remote Telephone On-site Emergency (includes after hours and weekends) Out of Scope Network/Server Support: Remote Telephone On-site Emergency (includes after hours and weekends) Programming/Coding: Staff Training: Individual Group Document/Policy Review: General Consulting: Other: Other: Do you offer a discount for prepaid blocks of hours? If so, provide detail in the space below: Attach additional page if necessary.

8 Tri-Town Community Action Agency IT Support Proposal List of End User Support Items Please provide a list of the items that will be charged at one of the End User Support hourly rates listed on the Cost Proposal Form. The minimum items expected under this category for support have already been prefilled. Attach additional pages if necessary. Support for Microsoft Applications End User Asset Management 3 rd Party Software Support Assistance with 3 rd Party IT /Software Vendors Desktop Optimization & Management Anti-Virus & Anti-Spyware Management VPN Client Management Software Patch Management for OS and Microsoft Applications Support for IT peripherals including agency owned printers

9 Tri-Town Community Action Agency IT Support Proposal Out of Scope Network/Server Issues Please provide a bulleted list of the items that will not be included in the identified Network and Server Management Fee on Bid Cover Page. Any items not listed below will be provided as part of the monthly Network and Server Management Fee and will not incur additional charges. Any item listed below will be billed at the appropriate rate identified in the Out of Scope Network/Server Support line item of the Cost Proposal Form. Attach additional pages if necessary.

10 Appendix B MPLS Network Map

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