Questions and Answers

Size: px
Start display at page:

Download "Questions and Answers"

Transcription

1 1

2 Questions and Answers 1) EfficiencyOne currently has redundant and diverse Dark Fibre links connecting the main office and their colocation facility. Will it be a requirement to maintain this architecture, and if so will it be a requirement of other proponents as well? Answer: No, the service and functionality enabled by dark fiber is representative of the capacity, it is not required as long as defined service levels can be achieved regardless of the data delivery technology. 2) Does Cellular support only include Active Sync or does it also include Setup? Answer: Primarily backend active sync support, but device configuration assistance will be required in the form of scripted instructions with desktop as a backup for exceptions. 3) What are the total number of BYOD and EfficiencyOne cell phones? Answer: Approximately 60 devices - 75% BYOD and 25% EfficiencyOne owned devices 4) Please clarify the responsibilities denoted by the following: 24x7x365 Managed Security for intrusion detection, Voice Phishing, Caller ID impersonation, Spam of Internet, sniffing, eavesdropping and Toll fraud. Answer: Responsibility extends to include the application of industry best practice prevention of the stated threats utilizing solutions available by enabled/installed technologies. Disaster Recovery (DR) Questions 5) Are we assuming an existing DR plan? If yes: Can we have a copy of the Customers DR plans and CMP? Can we have a copy of the DR test results? 2

3 Answer: No business continuity and DR plan currently exists, however EfficiencyOne BC & DR will be defined in the 3/4 th qtr ) Is this DR based on the customer having completed a BIA? Or has the customer just decided that this service is critical and requires DR? Answer: The BIA will be completed as part of the work to inform the BC/DR plan 7) Is this a HA recovery or conventional tape recovery? Answer: It would be up to the service provider to choose a solution that would satisfy the agreed to SLA. 8) What is the proposed hardware configuration? Answer: See included tech spec for current environment details. Please note proposed solution does not have to match current configuration. 9) What is the proposed network? Answer: See included network diagram for current details. Please note proposed solution does not have to match current configuration. 10) What is the backup solution, (Tivoli, Veritas, Unicenter, other) Answer: Current solution should not be relevant to response. Backup solution must meet satisfy SLA s. 11) Where do you store the backups for DR? How long does it take to recall and ship tapes? How long does it take for media to reach the recovery location? Answer: Current solution should not be relevant to response. The recovery response must satisfy SLA s. 12) Will SAN be required? 3

4 Answer: We currently own our own SAN, again how you propose to satisfy the requirements is up to the respondent. 13) Where will backup solution be support from? Answer: Again, how you propose to satisfy the requirements is up to the respondent. 14) Where are Tier 1, 2 and 3 support teams located? Answer: Currently located in Halifax. 15) Are hardware costs for internal recovery costs included in the cost model? Question was clarified during Clarification meeting as Requirement for DR plan to be Production or Non-Production based Answer: Not known at this time, need to further define DR plan. 16) Are facilities costs for internal recovery costs included in the cost mode? Question was clarified during Clarification meeting as Requirement for DR plan to be Production or Non-Production based Answer: Not known at this time, need to further define DR plan. 17) Who owns/manages the relationship with the third party vendors? Answer: Currently both EfficiencyOne and current service providers manage 3 rd party providers. Going forward the 3 rd party relationships will be managed by the successful respondent to this RFP. Deskside Questions 4

5 18) What are the expected hours of support for local Desk Side? Answer: Frequency for onsite support will vary from 1-2 days per week depending on activity. Current service provider is onsite two partial days a week. 19) Is 24/7 onsite/deskside presence required if yes, please clarify why this is required and confirm if on-call after hours is acceptable? Answer: Not required 20) Is 24/7 onsite/deskside presence required if yes, please clarify why this is required and confirm if on-call after hours is acceptable? Answer: Not required 21) Do you require VIP support during or off hours, if so please provide further details of required service? Answer: Service after hours is defined in the RFP requirements along with representative SLA s. There is an expectation that a resources will be available (on-call) after hours. 22) Do you require support for Video conferencing equipment if yes, how many devices require support? Answer: No 23) Do you require support for Mobile devices (i.e. Smart Phones, Tablets, etc ) if yes, provide models and number of devices and the type of service expected? Answer: Yes, ipads, smartphones, mixed blackberry, iphone and android in a BYOD active sync environment 24) Are the Deskside members required to travel to any other locations, if so please provide further details? Answer: No 25) Please provide any specific SLA requirements for Desk Side Support. 5

6 Answer: Refer to RFP requirements and expected SLA s. Contractual SLA s along with T&C s will be defined with successful respondent 26) Will Desk Side need to physically install/move/remove a desk phone upon an employee termination/new hire/department move? Answer: Yes for moves, replacement of failed units and new hires. 27) Who will be responsible to configure desk phone extensions and reset passwords? Answers: Successful respondent 28) What is the current percentage of PCs, Printers or other End-User computing equipment requiring support under warranty and confirm if you have a maintenance / service contract for non-warranty equipment, if not, clarify which devices are not under any hardware support? Answer: Printers are not included in the scope of this RFP, other than configuring PC s to use them. PC s come with manufactures warranty only, no other service contract is in place. 29) How many Incident or Service Requests (Hard MACs) were assigned to local Deskside support in the last year? Answer: Just under 1000 tickets in ) Do you require the Proponent to procure IT equipment on behalf of EfficiencyOne? If yes, please provide further details such as, equipment type to be ordered, frequency, online catalogs availability, etc Answer: Yes, type, numbers and frequency vary according to project and budgets 31) How many local printers are currently in the environment, are they all under warranty or maintenance contract? Answer: Printers are not included in the scope of this RFP, all network printers are maintained under a separate service contract 6

7 32) Are the network printers under a managed service? If yes, confirm number of devices and if you require Desk Side to change printer toner, fix paper jams? If not, confirm number of devices and type of support required, hardware break/fix etc? Answer: Printers are not included in the scope of this RFP, all network printers are maintained under a separate service contract 33) Please confirm how many computer images per O/S you have? If yes, which tool are you using? Answer: Less than 10 for windows 7 34) Please confirm if the computer applications are installation manually or packaged and can be installed remotely? Answer: Most can be done remotely, there may be exceptions that could be handled during weekly onsite visits 35) Do you require O/S and software imaging, packaging services? Answer: Yes 36) Do you currently have remote capabilities to access End-users computers? If yes, which tool are you using? Answer: Yes, the current service provider has remote capabilities. Current provider is using TightVNC. 37) Please elaborate on the Application Specialty Support requirement on page 10 of the EfficiencyOne Infrastructure Technical Support Services RFP (TSS ). Answer: These are the standard office applications requiring skilled support and those apps that are not enterprise in nature that require best effort to install, support and configure. For non-core application, support is server/configuration level only, application level support would be best effort. 38) Is EfficiencyOne looking to have the chosen vendor provide a Managed Security Service? 7

8 Answer: No, MSSP can be facilitated via 3 rd party contracts 39) Is EfficiencyOne open to the chosen vendor proposing additional/different SLAs than are listed in the RFP and also open to negotiating the Service Levels? Answer: The SLA s provided in the RFP are listed as representative and close to what the finalized SLA s would look like. 40) Can EfficiencyOne confirm that everything else not included on the application list is considered out of scope. Answer: No, as noted we are looking for a partner to support business and program delivery through technology solutions. As technology changes, solutions will move in and out of scope as will technology requirements to deliver energy efficiency programs. 41) Based on the requirements set out in this RFP, can EfficiencyOne confirm that the following security items are not in scope for this RFP: Host Intrusion Detection (HIDS) Network Intrusion Prevention (NIPS) Continuous Vulnerability Assessments (CVA) Log Monitoring (LM) Answer: As indicated in the initial response, the technology solutions listed above will be evaluated with the successful proponent to determine if they are representative of industry best practice for an organization of this size, that is a custodian of public information 42) Based on the Application requirements set out in this RFP, please confirm: Can you provide a list of applications that must be supported in production Can you provide detailed information about application instances on the server Can you provide a list of applications which have licensing contracts? Can you provide any third party application contracts 8

9 Answer: Application support is for server/configuration level only. Application level support would be best effort only. We currently maintain all applicable licensing contracts. All other information relevant to this question was attached to the RFP 43) Can EffieciencyOne provide the design of the actual network, specifically: The details of network device and design The future network requirements Answer: Yes, we will share the existing network diagram, future state is yet to be defined and will depend on who is awarded the RFP and the technology suite they offer. 44) Can you provide hardware (HW) specifications for your servers: For the details of HW: Must the hardware be renewed or only can we take the HW to our data centre For VMware software license contract Answer: No requirement to maintain the existing hardware. All other information relevant to this question was attached to the RFP 45) For SQL servers, can you confirm: How many SQL instances are there? What are the versions of SQL Server (i.e., 2000, 2005, 2008, 2008 R2, 2012, 2014)? How many environments do you have (i.e., Prod, Dev, UAT, etc.) What is the total SAN space for each SQL instance? Any HA solutions implemented SQL cluster, database mirroring, Log shipping, Availability Group What is the SLA? Answer: There are currently 5 SQL instances. All other information relevant to this question was attached to the RFP. 46) Network related questions point made that RFP states we ll consider any solution as long it met SLA s but SLA s not clearly defined. How would we compare/evaluate different proposed solutions? 9

10 Answer: Respondents are required to document a network solution, including diagrams representative of a solution that will support EfficiecnyOne s business in a stable, scalable manner in keeping with agreed to SLA s. Respondent solutions will be evaluated individually and not measured against existing solutions or technologies that are not available to all them. 47) SLA on Storage/Backup page 22, respondents looking for clarification around downtime and if they included scheduled maintenance - Internet Services 99.95% - Backup System % Clarification: The documented SLA s are indicators which will be negotiated at time of contract definition. Internet service availability is noted as 99.95, equating to 4.38 hours downtime per year, approved maintenance windows are not counted against this SLA. Backup system SLA s refer to environmental factor; power (street and generator, AC, etc) not software & hardware BU systems. 48) Clarification requested around section High Level Telecommunications Scope, Page 9-10 High Level Telecommunications Support Scope Telecommunications Requirements: 10

11 Answer: See call center and list of related applications below. Centrex lines, Megalink Services, Centrex Lines, long distance, etc are currently under a month to month contract with Bell Aliant. It is not expected that the respondent would offer these services as core business offering, as does Bell or Eastlink, but support would be required to assist with the service. Support maybe in the form of advisory with respect to contract renewal or negotiations with the service provider. One of the business s critical service areas is the Energy Advisory group, who depend on Cisco IVR solutions. It is important that the respondent either have this expertise on staff or a relationship with an expert in this area. Cisco Unified Communications Manager 9.1 Cisco Unity Connection Cisco Unified CM IM and Presence Call replay rd party product for call center call recording Cisco unified Contact Center express Variphy rd party admin application for cisco Cisco unified Intelligence Center ) Do we have Smartnet on all of our Cisco equipment? Answer: A review was started in Jan 2015 to evaluate our suite of Cisco devices and to determine the status of Smartnet contracts with respect to those devices. We will renew or purchase Smartnet service contracts for devices that demonstrate clear return on our investment and that support risk mitigation for business continuity, if allowed under Cisco s licensing model. Cisco C220 Server Host Smartnet warranted until 2016 Cisco C220 Sever Call manager Not under smartnet warranty, may replace unit Cisco 2911 Router No smartnet, also candidate for replacement Cisco AP s, 2960 s and other port switches are not covered by Smartnet Cisco Unified Communications Manager 9.1 Smartnet covered Cisco Unity ConnectionCisco Unified CM IM and Presence Call replay rd party product for call center call recording Cisco unified Contact Center express Variphy rd party admin application for cisco Cisco unified Intelligence Center

12 50) Page 23 VM/Host Restoration RTO s, clarification required. Clarification: Single files and folders occasionally must be recovered in order to support operational requirements. File share backup and recovery strategies need to be defined in the response, including RPO & RTO objectives. Consider the most common request for file/folder recovery is a single file/folder accessed within the past week. In responding, please include RTO & RPO times based on your infrastructure solution. The RTO and RPO values stated for file and folder recovery will need to be reviewed as part of the SLA definition at contract time. 12

13 13

Service Catalog. it s Managed Plan Service Catalog

Service Catalog. it s Managed Plan Service Catalog Service Catalog it s Managed Plan Service Catalog 6/18/2012 Document Contents Contents Document Contents... 2 Overview... 3 Purpose... 3 Product Description... 3 Plan Overview... 3 Tracking... 3 What is

More information

Managed Security Services SLA Document. Response and Resolution Times

Managed Security Services SLA Document. Response and Resolution Times Managed Security Services SLA Document Appendix A Response and Resolution Times The following table shows the targets of response and resolution times for each priority level: Trouble Priority Response

More information

All your apps & data in the cloud, all in one place.

All your apps & data in the cloud, all in one place. The Cloud Desktop For Business Unify Your Business IT Experience All your apps & data in the cloud, all in one place. The Cloud Desktop houses all of your organization's applications and data in one easy-to-access

More information

a Disaster Recovery Plan

a Disaster Recovery Plan Construction of a Disaster Recovery Plan David Godwin, Sr. Sales Engineer March 18, 2014 Objectives Understand What Disaster Recovery is? Why is Disaster Recovery Needed? Effectively assist customers or

More information

Disaster Recovery Hosting Provider Selection Criteria

Disaster Recovery Hosting Provider Selection Criteria Disaster Recovery Hosting Provider Selection Criteria By, Solution Director 6/18/07 As more and more companies choose to use Disaster Recovery (DR), services the questions that keep coming up are What

More information

1.0 Purpose of Solicitation

1.0 Purpose of Solicitation Information Technology Consulting Services Notice of Request for Proposal Information Technology Managed Services and Support South Adams County Water and Sanitation District 1.0 Purpose of Solicitation

More information

1. Can you clearly state which piece of equipment we will be support and each site location?

1. Can you clearly state which piece of equipment we will be support and each site location? 1. Can you clearly state which piece of equipment we will be support and each site location? All desktops, servers, routers, and telephone equipment located at all locations. 2. I assume the camera systems

More information

Disaster Recovery Plan and Backup Strategy for a website

Disaster Recovery Plan and Backup Strategy for a website Disaster Recovery Plan and Backup Strategy for a website Sanjiv Agarwala CISSP,CISA,CISM,CGEIT,ITIL,MBCI,ISO27001,ISO9001 Director, Trainer and Principal Consultant Oxygen Consulting Services Pvt. Ltd.

More information

Introducing Databackup.com Cloud Backup. File Locker File Sharing & Collaboration EndGaurd EndPoint Protection & Device Management

Introducing Databackup.com Cloud Backup. File Locker File Sharing & Collaboration EndGaurd EndPoint Protection & Device Management Introducing Databackup.com Cloud Backup File Locker File Sharing & Collaboration EndGaurd EndPoint Protection & Device Management Global Explosion of Data The demand for cloud storage is just getting started.

More information

VVC Technology & Information Resources Catalog of Services

VVC Technology & Information Resources Catalog of Services 1. Information Technology a. Accounts i. Account Management (1) Credential Management (a) Your IT Department manages system credentials on all systems excepting Financial 2000, SnowWhite, Charming and

More information

Components. Key features

Components. Key features BlackBerry Enterprise Service 10 What is it? BlackBerry Enterprise Service 10 helps you manage BlackBerry smartphones and BlackBerry PlayBook tablets, as well as ios devices and Android devices, all from

More information

RFP #3341-10 ADDENDUM #1 & ACKNOWLEDGMENT OF RECEIPT

RFP #3341-10 ADDENDUM #1 & ACKNOWLEDGMENT OF RECEIPT RFP #3341-10 ADDENDUM #1 & ACKNOWLEDGMENT OF RECEIPT Description: Managed Services RFP #: 3341-10 Addendum #1 Date: January 28, 2016 This addendum includes the following information: Below are responses

More information

AUGUSTA TECHNICAL COLLEGE INFORMATION TECHNOLOGY PLAN

AUGUSTA TECHNICAL COLLEGE INFORMATION TECHNOLOGY PLAN AUGUSTA TECHNICAL COLLEGE INFORMATION TECHNOLOGY PLAN 2014-2016 Table of Contents Information Technology Plan Table of Contents Mission Statement Current Capabilities Future Plans How to get there AUGUSTA

More information

Q1 R1 Q2 R3 Q4 Q6 R6 Q7 R7 Q8 R8

Q1 R1 Q2 R3 Q4 Q6 R6 Q7 R7 Q8 R8 Q1 R1 Q2 R2 Q3 R3 Q4 Questions and Answers for Enterprise Voice over Internet Protocol RFP Can you please clarify the statement on transport cost to the d-mark? Are you referring to internal cabling bringing

More information

n2grate Open Positions March 2015

n2grate Open Positions March 2015 n2grate Open Positions March 2015 Table of Contents 1. CMS Centers for Medicare & Medicaid Services Roles... 1 1.1 Role 012 Computer System Analysts II...1 1.1.1 Location: Dallas, Texas... 1 1.3 Role 013

More information

Intermedia: A Worry-Free Transition to the Cloud

Intermedia: A Worry-Free Transition to the Cloud Hosted Exchange 1 Intermedia: A Worry-Free Transition to the Cloud Identity Management File Sync & Share Email Services Collaboration & File Management Archiving & Backup Mobility Voice Services Security

More information

City of Coral Gables

City of Coral Gables City of Coral Gables Information Technology Department IT TECHNICAL SUPPORT DIVISION Infrastructure Upgrade Plan Systems, Applications, Network, and Telecommunications Infrastructure OVERVIEW Last revision:

More information

How To Create A Virtual Desktop In Gibidr

How To Create A Virtual Desktop In Gibidr Virtual Desktop Infrastructure for IGIDR Sealed quotations are invited from authorized partners of OEM providing VDI solutions. The sealed quotations should be supplied in two parts Technical Bid (Part

More information

HELP DESK C D M S F I R S T. C O M ADVANTAGES TECHNICAL HELP DESK CHARACTÉRISTICS CHARACTERISTICS. Always there to help you

HELP DESK C D M S F I R S T. C O M ADVANTAGES TECHNICAL HELP DESK CHARACTÉRISTICS CHARACTERISTICS. Always there to help you TECHNICAL HELP DESK CHARACTÉRISTICS HELP DESK Always there to help you With the emergence of specialized technologies such as network remote access, Virtualization, Intranets and Extranets, wireless networks,

More information

WHITE PAPER. www.fusionstorm.com. The Business Benefits of Upgrading Legacy IP Communications Systems. www.fusionstorm.com

WHITE PAPER. www.fusionstorm.com. The Business Benefits of Upgrading Legacy IP Communications Systems. www.fusionstorm.com WHITE PaPEr: Easing the Way to the Cloud: 1 WHITE PAPER The Business Benefits of Upgrading Legacy IP Communications Systems 2 WHITE PAPER: The Business Benefits of Upgrading Legacy IP Communications Systems

More information

VDI can reduce costs, simplify systems and provide a less frustrating experience for users.

VDI can reduce costs, simplify systems and provide a less frustrating experience for users. 1 INFORMATION TECHNOLOGY GROUP VDI can reduce costs, simplify systems and provide a less frustrating experience for users. infor ation technology group 2 INFORMATION TECHNOLOGY GROUP CONTENTS Introduction...3

More information

How To Manage Your Information Systems At Aerosoft.Com

How To Manage Your Information Systems At Aerosoft.Com Your information systems are at the heart of your businesses daily operation. System down time costs businesses a significant amount of money each year. Most problems that cause down time can be prevented

More information

ADDENDUM 1 September 22, 2015 Request for Proposals: Data Center Implementation

ADDENDUM 1 September 22, 2015 Request for Proposals: Data Center Implementation Following are the questions submitted on or before September 18, 2015, in accordance with RFP specifications. All questions are published verbatim as received, without regard to errors in spelling, punctuation,

More information

Interact Intranet Version 7. Technical Requirements. August 2014. 2014 Interact

Interact Intranet Version 7. Technical Requirements. August 2014. 2014 Interact Interact Intranet Version 7 Technical Requirements August 2014 2014 Interact Definitions... 3 Licenses... 3 On-Premise... 3 Cloud... 3 Pulic Cloud... 3 Private Cloud... 3 Perpetual... 3 Self-Hosted...

More information

Nex-Tech is now offering their decades of expertise to take your company to the next level.

Nex-Tech is now offering their decades of expertise to take your company to the next level. Wholesale Services Nex-Tech provides an array of enterprise IT solutions, including cloud services, Hosted PBX, network security, physical security and surveillance, network operations monitoring, help

More information

INFORMATION TECHNOLOGY

INFORMATION TECHNOLOGY INFORMATION TECHNOLOGY MISSION The mission of Information Technology is to deliver innovative, high quality, cost effective computing, networking, information management and business apps management services

More information

2012 Countywide IT Environment Questionnaire

2012 Countywide IT Environment Questionnaire 2012 Countywide IT Environment Questionnaire Unless otherwise specified, please answer questions with data as of January 23, 2012. Respondent Information Department Name: Name of the person completing

More information

Cisco Unified MobilityManager Version 1.2

Cisco Unified MobilityManager Version 1.2 Cisco Unified MobilityManager Version 1.2 Cisco Unified MobilityManager Version 1.1, Release 1.2 The Cisco Unified Communications system of voice and IP communications products and applications enables

More information

Contents. Introduction. What is the Cloud? How does it work? Types of Cloud Service. Cloud Service Providers. Summary

Contents. Introduction. What is the Cloud? How does it work? Types of Cloud Service. Cloud Service Providers. Summary Contents Introduction What is the Cloud? How does it work? Types of Cloud Service Cloud Service Providers Summary Introduction The CLOUD! It seems to be everywhere these days; you can t get away from it!

More information

MANAGED SERVICES ON DEMAND SERVICES BACKUP AND DISASTER RECOVERY CLOUD SERVICES HARDWARE AS A SERVICE. Exceed Best

MANAGED SERVICES ON DEMAND SERVICES BACKUP AND DISASTER RECOVERY CLOUD SERVICES HARDWARE AS A SERVICE. Exceed Best MANAGED SERVICES ON DEMAND SERVICES BACKUP AND DISASTER RECOVERY CLOUD SERVICES HARDWARE AS A SERVICE Avoid the capital investment required for maintaining and replacing your technology. Our Hardware as

More information

Backup and Redundancy

Backup and Redundancy Backup and Redundancy White Paper NEC s UC for Business Backup and Redundancy allow businesses to operate with confidence, providing security for themselves and their customers. When a server goes down

More information

Williamson County Technology Services Technology Project Questionnaire for Vendor (To be filled out withprospective solution provider)

Williamson County Technology Services Technology Project Questionnaire for Vendor (To be filled out withprospective solution provider) Williamson County Technology Services Technology Project Questionnaire for Vendor (To be filled out withprospective solution provider) General Project Questions Please provide the proposed timeline estimate:

More information

Rajesh Gupta Best Practices for SAP BusinessObjects Backup & Recovery Including High Availability and Disaster Recovery Session #2747

Rajesh Gupta Best Practices for SAP BusinessObjects Backup & Recovery Including High Availability and Disaster Recovery Session #2747 Rajesh Gupta Best Practices for SAP BusinessObjects Backup & Recovery Including High Availability and Disaster Recovery Session #2747 Introduction Rajesh Gupta - rajgupta@deloitte.com Solution Network

More information

Virtualization & Covance Inc.

Virtualization & Covance Inc. Virtualization & Cloud Computing Environment Oleg Trigub Covance Inc. Agenda Disaster Recovery Challenges Benefits of Private Cloud DR RPO versus RTO Data Replication among Data Centers Is DR in the Cloud

More information

Service Level Agreement and Management By: Harris Kern s Enterprise Computing Institute

Service Level Agreement and Management By: Harris Kern s Enterprise Computing Institute Service Level Agreement and Management By: Harris Kern s Enterprise Computing Institute Service Level Management Service Level Management deals with how user service requirements are understood and managed.

More information

Customized Cloud Solution

Customized Cloud Solution Customized Cloud Solution (Overall Cloud Performance Expectations) Last Updated: June 5, 2012 Prepared by: Polleo Systems, Inc. Notice of Confidentiality: The enclosed material is proprietary to Polleo

More information

PRESIDIO MANAGED SERVICES OVERVIEW JULY 2013

PRESIDIO MANAGED SERVICES OVERVIEW JULY 2013 OVERVIEW JULY 2013 AGENDA Overview Capabilities Commitment OVERVIEW Capabilities Addressing today s IT challenges Our Capabilities and Approach Network Data Center Collaboration Security Workplace Service

More information

SENIOR SYSTEMS ANALYST

SENIOR SYSTEMS ANALYST CITY OF MONTEBELLO 109 DEFINITION Under general administrative direction of the City Administrator, provides advanced professional support to departments with very complex computer systems, programs and

More information

APPENDIX 3 TO SCHEDULE 3.3 SECURITY SERVICES SOW

APPENDIX 3 TO SCHEDULE 3.3 SECURITY SERVICES SOW EHIBIT H to Amendment No. 60 APPENDI 3 TO SCHEDULE 3.3 TO THE COMPREHENSIVE INFRASTRUCTURE AGREEMENT SECURITY SERVICES SOW EHIBIT H to Amendment No. 60 Table of Contents 1.0 Security Services Overview

More information

SWAP EXECUTION FACILITY OPERATIONAL CAPABILITY TECHNOLOGY QUESTIONNAIRE

SWAP EXECUTION FACILITY OPERATIONAL CAPABILITY TECHNOLOGY QUESTIONNAIRE SWAP EXECUTION FACILITY OPERATIONAL CAPABILITY TECHNOLOGY QUESTIONNAIRE Please provide all relevant documents responsive to the information requests listed within each area below. In addition to the specific

More information

Attachment 4-E Service Tier Matrix

Attachment 4-E Service Tier Matrix Attachment to Data Center Services Service Component Provider Master Services Agreement DIR Contract No. DIR-DCS-SCP-MSA-003 Between The State of Texas, acting by and through the Texas Department of Information

More information

Vendors Questions for RFP DBA and System Administration Support

Vendors Questions for RFP DBA and System Administration Support Vendors Questions for RFP DBA and System Administration Support Vendor A 1. Page 16 of 33 under scalability of services provided: "The Respondent should also be prepared to manage the transition of all

More information

Hosted Desktop for Business

Hosted Desktop for Business Your complete guide to Hosted Desktop Hosted Desktop for Business 1 Doc V1.0 Jan 2014 Table of Contents Hosted Desk- 3 Hosted Desktops today... 4 What is a hosted desktop? 4 How does it work? 6 How easy

More information

What You Need to Know About Cloud Backup: Your Guide to Cost, Security, and Flexibility

What You Need to Know About Cloud Backup: Your Guide to Cost, Security, and Flexibility Your Guide to Cost, Security, and Flexibility What You Need to Know About Cloud Backup: Your Guide to Cost, Security, and Flexibility 10 common questions answered Over the last decade, cloud backup, recovery

More information

WHO ARE WE AND WHAT WE DO?

WHO ARE WE AND WHAT WE DO? 1 WHO ARE WE AND WHAT WE DO? itgroup was founded in 2010 through integration of company Net Service s 2003, modern IT management platforms and new business concept. We passed a long way and become leading

More information

Appendix C to DIR Contract No. DIR-SDD-1880 Pricing Index

Appendix C to DIR Contract No. DIR-SDD-1880 Pricing Index Appendix C to DIR Contract No. DIR-SDD-1880 Pricing Index NOTE: Services pricing and/or desktop/laptop pricing may change from what is listed in this Appendix C based on customer requirements and changes

More information

Support & Field Services

Support & Field Services Support & Field Services The Right Engineer, In the Right Place, With the Right Skills, At the Right Time, With the Right Parts 2 At, we work with a wide range of customers across the UK delivering flexible

More information

Managed Services The. The Road to Revenue. Pravin Mahajan pmahajan@cisco.com. Session Number Presentation_ID

Managed Services The. The Road to Revenue. Pravin Mahajan pmahajan@cisco.com. Session Number Presentation_ID Managed Services The The Road to Revenue Pravin Mahajan pmahajan@cisco.com Session Number 1 Agenda Managed Services Introduction Solution Offerings Market to Services Mapping Summary 2 High Business Interest

More information

Susie Cummings Vice President John Kuchta Senior Consultant

Susie Cummings Vice President John Kuchta Senior Consultant Susie Cummings Vice President John Kuchta Senior Consultant About SWC Technology Partners SWC is a leading provider of innovative IT solutions for the mid-market. For more than 35 years, SWC has excelled

More information

AL RAFEE ENTERPRISES Solutions & Expertise.

AL RAFEE ENTERPRISES Solutions & Expertise. AL RAFEE ENTERPRISES Solutions & Expertise. Virtualization Al Rafee has strategically made substantial investment in building up a large end to end portfolio of Virtualization across the entire IT infrastructure

More information

Indiana Office of Technology (IOT) Delivery Services Enterprise Service Level Agreement (Version 7.0)

Indiana Office of Technology (IOT) Delivery Services Enterprise Service Level Agreement (Version 7.0) Indiana Office of Technology (IOT) Delivery Services Enterprise Service Level Agreement (Version 7.0) Prepared by: State of Indiana Indiana Office of Technology Delivery Services Prepared for: State of

More information

Template Courtesy of: Cloudnition LLC 55 W. 22 nd St Suite 115 Lombard, IL 60148 (630) 297-4090 www.cloudnition.com

Template Courtesy of: Cloudnition LLC 55 W. 22 nd St Suite 115 Lombard, IL 60148 (630) 297-4090 www.cloudnition.com Template Courtesy of: Cloudnition LLC 55 W. 22 nd St Suite 115 Lombard, IL 60148 (630) 297-4090 www.cloudnition.com 1 1.1 Introduction 1.2 Purpose 1.3 Priorities 2.1 About your business 2.1.1 Business

More information

At the PAC, how many ports are in each of the 3 Catalyst 3560G switches. Do you know how many IP phones will be assigned to each of the switches?

At the PAC, how many ports are in each of the 3 Catalyst 3560G switches. Do you know how many IP phones will be assigned to each of the switches? Page 4: Current WAN and Network Infrastructure At the PAC, how many ports are in each of the 3 Catalyst 3560G switches. Do you know how many IP phones will be assigned to each of the switches? These are

More information

WhitePaper. Private Cloud Computing Essentials

WhitePaper. Private Cloud Computing Essentials Private Cloud Computing Essentials The 2X Private Cloud Computing Essentials This white paper contains a brief guide to Private Cloud Computing. Contents Introduction.... 3 About Private Cloud Computing....

More information

Managed Hosting is a managed service provided by MN.IT. It is structured to help customers meet:

Managed Hosting is a managed service provided by MN.IT. It is structured to help customers meet: Managed Hosting Service Description Version 1.10 Effective Date: 3/3/2015 Purpose This Service Description is applicable to Managed Hosting services (MH) offered by MN.IT Services (MN.IT) and described

More information

REACH FOR THE CLOUD. Learn How Advisors Are Embracing Technology To Better Run Their Practice

REACH FOR THE CLOUD. Learn How Advisors Are Embracing Technology To Better Run Their Practice REACH FOR THE CLOUD Learn How Advisors Are Embracing Technology To Better Run Their Practice Today s Presentation Introductions The evolution of technology past, present & future Top drivers of cloud adoption

More information

END TO END DATA CENTRE SOLUTIONS COMPANY PROFILE

END TO END DATA CENTRE SOLUTIONS COMPANY PROFILE END TO END DATA CENTRE SOLUTIONS COMPANY PROFILE About M 2 TD M2 TD is a wholly black Owned IT Consulting Business. M 2 TD is a provider of data center consulting and managed services. In a rapidly changing

More information

Instructions for Completing the. NOAALink Worksheet

Instructions for Completing the. NOAALink Worksheet Instructions for Completing the NOAALink Worksheet The NOAALink worksheet is the first step in initiating a request with NOAALink. Required fields will be noted within the worksheet; you will not be able

More information

IT Peace of Mind. Powered by: Secure Backup and Collaboration for Enterprises

IT Peace of Mind. Powered by: Secure Backup and Collaboration for Enterprises Powered by: Secure Backup and Collaboration for Enterprises Firewall IT Peace of Mind Do You Know Where Your Data Is? Cloud-based back-up and collaboration Your employees are using cloud-based services

More information

Managed Network Services RFP. Q&A Document. Q1: What types of hardware does Clark County Department of Job & Family Services (CCDJFS) currently have?

Managed Network Services RFP. Q&A Document. Q1: What types of hardware does Clark County Department of Job & Family Services (CCDJFS) currently have? Managed Network Services RFP Q&A Document Q1: What types of hardware does Clark County Department of Job & Family Services (CCDJFS) currently have? A1: Currently we have a mixed server environment, however

More information

Questions and Answers, PA0950243, Web Hosting and Data Analysis

Questions and Answers, PA0950243, Web Hosting and Data Analysis Questions and Answers, PA0950243, Web Hosting and Data Analysis Question #1: 5.1.4 Key areas of technical expertise: 1) Microsoft Structured Query Language (SQL) Server 2003 Management & Support: There

More information

Partner Selling Guide EARTHLINK BUSINESS USE ONLY

Partner Selling Guide EARTHLINK BUSINESS USE ONLY IT SERVICES Partner Selling Guide EARTHLINK BUSINESS USE ONLY EARTHLINK OVERVIEW For over 20 years, EarthLink has embraced and harnessed changes in the ever-changing world of technology. Beginning in 1994,

More information

DESIGNATED CONTRACT MARKET OPERATIONAL CAPABILITY TECHNOLOGY QUESTIONNAIRE

DESIGNATED CONTRACT MARKET OPERATIONAL CAPABILITY TECHNOLOGY QUESTIONNAIRE DESIGNATED CONTRACT MARKET OPERATIONAL CAPABILITY TECHNOLOGY QUESTIONNAIRE Please provide all relevant documents responsive to the information requests listed within each area below. In addition to the

More information

Managed Services Agreement. Hilliard Office Solutions, Ltd. PO Box 52510 Phone: 432-617-4677 Midland, Texas 79710 Fax: 432-617-3043

Managed Services Agreement. Hilliard Office Solutions, Ltd. PO Box 52510 Phone: 432-617-4677 Midland, Texas 79710 Fax: 432-617-3043 Managed Services Agreement Hilliard Office Solutions, Ltd. PO Box 52510 Phone: 432-617-4677 Midland, Texas 79710 Fax: 432-617-3043 SERVICE DESCRIPTIONS By purchasing these Services from Hilliard Office

More information

PRESIDIO MANAGED SERVICES OVERVIEW

PRESIDIO MANAGED SERVICES OVERVIEW OVERVIEW VALUE AND COMMITMENT OUR COMMITMENT In our pursuit of excellence for Managed Services we dedicate our team to support the strategic business and IT drivers from our customers. Enabling you to

More information

OPERATIONAL CAPABILITY TECHNOLOGY QUESTIONNAIRE

OPERATIONAL CAPABILITY TECHNOLOGY QUESTIONNAIRE OPERATIONAL CAPABILITY TECHNOLOGY QUESTIONNAIRE Please provide all relevant documents responsive to the information requests listed within each area below. In addition to the specific documents requested,

More information

PROMAPP TECHNICAL INFORMATION

PROMAPP TECHNICAL INFORMATION Promapp Software Architecture Promapp is designed in accordance with Microsoft best practices, developed with the Microsoft.net framework and uses a Microsoft SQL database. The software architecture is

More information

Enterprise Managed PBX Telephony

Enterprise Managed PBX Telephony Office of Information Technology Services Service Level Agreement Enterprise Managed PBX Telephony December 17, 2013 v2.1 Service Description Enterprise Managed PBX Telephony Service Description The Enterprise

More information

Cloud Computing for Small to Mid Size Businesses. Tech66, LLC William Burleson wcb@tech66.com www.tech66.com

Cloud Computing for Small to Mid Size Businesses. Tech66, LLC William Burleson wcb@tech66.com www.tech66.com Cloud Computing for Small to Mid Size Businesses Tech66, LLC William Burleson wcb@tech66.com www.tech66.com Why Tech66 and the Cloud? You want to focus on your core business, not on running your IT infrastructure

More information

Response to Queries Received for RFP of Security Integrator - Tender No. 63

Response to Queries Received for RFP of Security Integrator - Tender No. 63 Sr.N RFP Clause Original Query Reply/Remark o. 1. Perform Incident Management with respect to the following: For Forensic Analysis of logs Please clarify the systems/devices Contain attacks through for

More information

SaaS Security for the Confirmit CustomerSat Software

SaaS Security for the Confirmit CustomerSat Software SaaS Security for the Confirmit CustomerSat Software July 2015 Arnt Feruglio Chief Operating Officer The Confirmit CustomerSat Software Designed for The Web. From its inception in 1997, the architecture

More information

IT Labor (Hourly Billable) Data Base Hosting

IT Labor (Hourly Billable) Data Base Hosting Cost Pool Definitions for Information Technology (IT) Services FY16/17 (Effective July 1, 2015) IT Labor (Hourly Billable) B/A 1365 - Programmer/Developer: EITS provides a variety of software development

More information

Infrastructure Technical Support Services. Request for Proposal

Infrastructure Technical Support Services. Request for Proposal Infrastructure Technical Support Services Request for Proposal 15 May 2015 ISAAC reserves the right to reject any and all proposals, with or without cause, and accept proposals that it considers most favourable

More information

www.alliancetechnologies.net

www.alliancetechnologies.net Corporate Headquarters 400 Locust Street Suite 840 Des Moines, Iowa 50309 Phone: 515-245-7777 Cedar Rapids Office 5925 Council Street NE Suite 180 Cedar Rapids, Iowa 52402 Phone: 888-387-5670 x7717 Alliance

More information

Providing a quality IT Support & Consultancy service in the South East

Providing a quality IT Support & Consultancy service in the South East Providing a quality IT Support & Consultancy service in the South East At M2 Computing, we provide flexible, affordable IT consultancy and systems support across the South East. With a proven track record

More information

Hosted Unified Communications: What You Need to Know to Determine if it is Right for Your Organization. An Industry White Paper from Votacall

Hosted Unified Communications: What You Need to Know to Determine if it is Right for Your Organization. An Industry White Paper from Votacall Hosted Unified Communications: What You Need to Know to Determine if it is Right for Your Organization. An Industry White Paper from Votacall Summary Think for a moment about inter-office communications.

More information

CHOOSING A RACKSPACE HOSTING PLATFORM

CHOOSING A RACKSPACE HOSTING PLATFORM CHOOSING A RACKSPACE HOSTING PLATFORM Rackspace has years of experience in hosting and has learnt that the unique needs of our customers businesses often determines the level of accountability and project

More information

Preparing for the Worst: Disaster Recovery and Business Continuity Planning for Investment Firms An Eze Castle Integration ebook

Preparing for the Worst: Disaster Recovery and Business Continuity Planning for Investment Firms An Eze Castle Integration ebook Preparing for the Worst: Disaster Recovery and Business Continuity Planning for Investment Firms An Eze Castle Integration ebook Table of Contents 1. Introduction to Business Continuity Planning and Disaster

More information

Get what s right for your business. Contact @lliance Technologies.

Get what s right for your business. Contact @lliance Technologies. Provisioning Looking for new technology? You need systems in line with your business goals. You also need those systems to interact seamlessly. We can help you get the right technology to the right place

More information

INFORMATION TECHNOLOGY ENGINEER V

INFORMATION TECHNOLOGY ENGINEER V 1464 INFORMATION TECHNOLOGY ENGINEER V NATURE AND VARIETY OF WORK This is senior level lead administrative, professional and technical engineering work creating, implementing, and maintaining the County

More information

SOLICITATION NO. 7-14-C005 DULLES TOLL ROAD ADMINISTRATION BUILDING HOST COMPUTER REPLACEMENT (NON-PROPRIETARY) QUESTIONS AND RESPONSES

SOLICITATION NO. 7-14-C005 DULLES TOLL ROAD ADMINISTRATION BUILDING HOST COMPUTER REPLACEMENT (NON-PROPRIETARY) QUESTIONS AND RESPONSES SOLICITATION NO. 7-14-C005 DULLES TOLL ROAD ADMINISTRATION BUILDING HOST COMPUTER REPLACEMENT (NON-PROPRIETARY) QUESTIONS AND RESPONSES Question No. 1 Please provide the hardware specifications for the

More information

Solutions Provider. The Service Desk. Not Included:

Solutions Provider. The Service Desk. Not Included: END USER SERVICE DESK LEVEL 1 & 2 CSI s Service Desk provides telephone and e-ticket support. Our cost efficient solution enables support personnel to access client systems providing instant support just

More information

Company Overview. Enterprise Cloud Solutions

Company Overview. Enterprise Cloud Solutions 2016 Company Overview Enterprise Cloud Solutions ENTERPRISE CLOUD SOLUTIONS Unitas Global utilizes leading cloud technologies to optimize enterprise IT environments. By designing, deploying, and managing

More information

Monthly Fee Per Server 75/month 295/month 395/month Monthly Fee Per Desktop/Notebook/ 15/month 45/month 55/month

Monthly Fee Per Server 75/month 295/month 395/month Monthly Fee Per Desktop/Notebook/ 15/month 45/month 55/month SERVICE COVERAGE AND FEE SCHEDULE Base Package Fees Monthly Fee Per Server 75/month 295/month 395/month Monthly Fee Per Desktop/Notebook/ 15/month 45/month 55/month Live Desk Services Live Desk Telephone

More information

Requirements Checklist for Choosing a Cloud Backup and Recovery Service Provider

Requirements Checklist for Choosing a Cloud Backup and Recovery Service Provider Requirements Checklist for Choosing a Cloud Backup and Recovery Service Provider Requirements Checklist for As the importance and value of corporate data grows, complex enterprise IT environments need

More information

AirWatch Solution Overview

AirWatch Solution Overview AirWatch Solution Overview Marenza Altieri-Douglas - AirWatch Massimiliano Moschini Brand Specialist Itway 2014 VMware Inc. All rights reserved. Cloud Computing 2 BYOD 3 Device aziendali? 4 From Client/Server

More information

Cubic Live Services. Cubic Live s Strengths. Messaging Solutions & Services. Collaboration Solution & Services

Cubic Live Services. Cubic Live s Strengths. Messaging Solutions & Services. Collaboration Solution & Services Cubic Live Services Messaging Solutions & Services Hosted / In-house of Exchange 2010 Hosted / In-house of Cube Mail / Zimbra Email Hosted / In-house of Cube MailBank Mail Archiving Solution Hosted / In-house

More information

State of Alaska. Service Level Agreement. for. Enterprise Technology Services Infrastructure Services Hosting. June 25, 2012 VERSION 1.

State of Alaska. Service Level Agreement. for. Enterprise Technology Services Infrastructure Services Hosting. June 25, 2012 VERSION 1. State of Alaska Service Level Agreement for Enterprise Technology Services Infrastructure Services Hosting June 25, 2012 VERSION 1.0 Date Author(s) Version Change Summary 3/23/12 Corey Kos Initial Draft

More information

G-Cloud Custom Enterprise Mobile Applications Service Definition

G-Cloud Custom Enterprise Mobile Applications Service Definition G-Cloud 6 Custom Enterprise Mobile Applications Service Definition 1 Table of Contents 1 Service Definition (Technical Service Overview) 1.1 Overview 1.2 Service Detail 1.3 Trial 2 Service and Process

More information

Whitepaper. Disaster Recovery as a Service (DRaaS): A DR solution for all

Whitepaper. Disaster Recovery as a Service (DRaaS): A DR solution for all Whitepaper Disaster Recovery as a Service (DRaaS): A DR solution for all Disaster Recovery as a service: A DR solution for all Disaster Recovery (DR) is more important today than ever before. Why? Because

More information

What you need to know about cloud backup: your guide to cost, security, and flexibility. 8 common questions answered

What you need to know about cloud backup: your guide to cost, security, and flexibility. 8 common questions answered What you need to know about cloud backup: your guide to cost, security, and flexibility. 8 common questions answered Over the last decade, cloud backup, recovery and restore (BURR) options have emerged

More information

FINANCIAL SERVICES BOARD

FINANCIAL SERVICES BOARD ENTERPRISE SERVICE MANAGEMENT SOLUTION The following questions were received by the Financial Services Board (FSB) on bid FSB2016/17-T001 and are responded to accordingly: 1. Organisational 1.1. What are

More information

FLEXIBILITY AGILITY AVAILABILITY BOLSTER YOUR BANK S I.T.

FLEXIBILITY AGILITY AVAILABILITY BOLSTER YOUR BANK S I.T. CDW FINANCIAL SERVICES WE GET IT BOLSTER YOUR BANK S I.T. FLEXIBILITY of financial institutions are planning to outsource the same or additional IT services in the next 12 to 18 months.* AGILITY AVAILABILITY

More information

SMALL BUSINESS. the basics. in telecommunications solutions

SMALL BUSINESS. the basics. in telecommunications solutions SMALL BUSINESS the basics in telecommunications solutions 1 2 Mobility Innovation, transformation and the cloud Security and business continuity At AT&T, we understand the unique needs that small businesses

More information

SERVICE SCHEDULE HOSTED DESKTOP SERVICES

SERVICE SCHEDULE HOSTED DESKTOP SERVICES SERVICE SCHEDULE HOSTED DESKTOP SERVICES This Product Schedule Terms & Conditions is incorporated into a Services Agreement also comprising the General Terms and Conditions which the Partner has previously

More information

G-CLOUD FRAMEWORK RM1557-vi 5DRIVE PROFESSIONAL STORAGE (PRO)

G-CLOUD FRAMEWORK RM1557-vi 5DRIVE PROFESSIONAL STORAGE (PRO) Commercial in Confidence 1 G-CLOUD FRAMEWORK RM1557-vi SERVICE DEFINITION 5DRIVE PROFESSIONAL STORAGE (PRO) 5NINES 5NINES Data Centre Services Service Offered 5DRIVE PERSONAL CLOUD STORAGE with remote

More information

MSP Service Matrix. Servers

MSP Service Matrix. Servers Servers MSP Service Matrix Microsoft Windows O/S Patching - Patches automatically updated on a regular basis to the customer's servers and desktops. MS Baseline Analyzer and MS WSUS Server used Server

More information

Remote Support: Key Metrics to drive Improvement in your Center

Remote Support: Key Metrics to drive Improvement in your Center Remote Support: Key Metrics to drive Improvement in your Center Jeremy Curley, Director of Business Solutions, Bomgar Mike Sell, Director of Strategic Alliances, Bomgar 0 Why Are Metrics Not Improving?

More information

How To Ensure The C.E.A.S.A

How To Ensure The C.E.A.S.A APPENDI 3 TO SCHEDULE 3.3 TO THE COMPREHENSIVE INFRASTRUCTURE AGREEMENT APPENDI 3 TO SCHEDULE 3.3 TO THE COMPREHENSIVE INFRASTRUCTURE AGREEMENT TUGeneral TUSecurity TURequirements TUDesign TUIntegration

More information

Taking the Disaster out of Disaster Recovery

Taking the Disaster out of Disaster Recovery Taking the Disaster out of Disaster Recovery Agenda Challenges of Traditional DR Properties of Virtualization for DR Using VMware Virtualization in DR 10 Steps to better DR using VMware Virtualization

More information