Liberty Technology & City of Hapeville IT Outsourcing Agreement

Transcription

1 Liberty Technology & City of Hapeville IT Outsourcing Agreement 1) General Terms and Conditions (Mutual) 2) What s Included Normally Included Services: Day to Day Operations Employee Account management (hires/fires/change) Regularly scheduled PC refreshes per agency policy Network Location Firewalls WAN Connections Switches Server Monitoring and Support Server support DAS/NAS/SAN management and support Workstation Monitoring and Support Server/Infrastructure Backup and Disaster Recovery Endpoint Security Antivirus Antispam IT Advisor Services Minimum quarterly meetings with City of Hapeville lead team as desired by City of Hapeville. Reviewing agency policies and procedures as they relate to IT and make recommendations to ensure they meet agency and other requirements. Lead in forming and maintaining Strategic IT plan on a yearly basis or as needed. Procurement Services Advising on proper equipment to meet agency needs (best fit, best value). Assistance in getting quotes, purchasing, and setup. Vendor management Remote Support Onsite Support Endpoint Security Spam Filtering Backup and Disaster Recovery Solution and Monitoring (Hardware Required)

2 3) What s Excluded Custom Reporting Management of Accounting or Business processes Parts needed for out of warranty repairs 4) How we charge 1 year agreement, with option to renew or extend for 5 consecutive complete years based upon funding. 60 day mutual cancellation option. If cancellation request would be service related, contractor shall be provided reasonable opportunity to resolve and remedy any outstanding issues in lieu of termination. Setup fee equals 1 month billing If you pay yearly, we give you 1 month free (get 12 months for price of 11) Yearly infrastructure size assessments to account for growth and/or shrinkage of infrastructure, to be calculated off of agreed upon unit pricing. To be assessed 1 month prior to fiscal year start, based on 60 day lookback. Pricing will not increase or decrease if infrastructure variance per line item is less than 10% from initial contract quote. Services are pre-billed and are sent up to 1 month prior to due date. Due date is the 1st day of the billing cycle. Monthly billing cycle. 5) Service Level Agreement Monitoring 24/7 Server level uptime monitoring If massive failure, we will contact primary POC for advice on next step. By Priority (8am-5pm) 1 Emergency Response 1 hr 2 Quick Response 3 hr 3 Normal 8 hr 4 Scheduled Maintenance 2 weeks 6) Escalation Path Severity and Impact Point of contact Internal Escalation/Review

3 INCLUDED SERVICES Instructional Technology Support System/Data Administration Network/Operations Support Advocacy for Innovation with Technology Technology Strategic Planning & Implementation Project Design & Management Install, Configure and Troubleshoot Computer Equipment and Peripheral Hardware Furnish Technical Support Services After Business Hours To Resolve Emergency System Issues Coordinate With Software and Hardware Vendors to Resolve System Issues Prepare Baseline Assessment of System Deficiencies and Recommendations for Improvement Assist in Evaluation of Specific Software and Hardware Products Server Monitoring and Backups Provide Monthly Status Reports Including: Status of Ongoing and Upcoming Projects Trouble Tickets-Number of Tickets, Report Issues, etc. Noteworthy Network Device Downtime Server Issues-Limited Disk Space, Downtime, etc. Reports Made Available Online and on Paper as Required ADDITIONAL INCLUDED SERVICES Day to Day Operations Employee Account management (hires/fires/change) Regularly scheduled PC refreshes per County policy Network Management Firewall Management WAN Connections Management Switch & Router Management Wireless Network Management Server Monitoring and Support Server Support & Administration DAS/NAS/SAN Management and Support Workstation Monitoring and Support Remote Support Onsite Support IT Advisor Services Minimum quarterly meetings with lead team as desired Review agency policies and procedures as they relate to IT and make recommendations to ensure they meet agency and other requirements Lead in forming and maintaining Strategic IT plan on a yearly basis or as needed Procurement Services Advise on proper equipment to meet agency needs (best fit, best value) Assist in getting discounted pricing, purchasing, license maintenance, and purchasing

4 strategy to maximize value Vendor Management Manage relationship with external vendors DNS Level Security Local and Wide Area Network Design, Configuration and Support Internet Access and Security Infrastructure & Support Application Management Infrastructure Support Network Security Disaster Recovery On-Site and Remote Client Service 24/7 System Monitoring and Response On-Site Services as Required Server Management & Support including VMware Infrastructure Backup Monitoring Anti-virus Monitoring & Support EXCLUDED SERVICES Management of internal Accounting or Business processes Parts/Systems needed for out of warranty repairs Net new IT purchases and the implementation of new computers, servers or new IT infrastructure Copier and Telecom support is available but would be covered in a separate agreement Schedule of fees for work that falls outside this proposal. Additional incremental activities not covered under the scope of the contract are billed at a rate of $150/hrActivities that are performed as discrete projects are priced independently and may be billed at a reduced hourly rate. Liberty Technology reviews the actual count of infrastructure in production quarterly, with a 30- day lookback. Pricing will not increase or decrease if infrastructure variance per line item is less than 10% of initial contract quote. Services are pre-billed and are sent up to one month prior to due date. Due date is the first day of the billing cycle. Quarterly billing cycle or Annual (see Annual Payment Incentive details). Pricing is good for a five-year period, with annual renewals. Liberty Technology reserves the right to increase pricing annually based on cost of living, not to exceed 6% per year. City of Hapeville agrees to pursue best efforts to complete server and/or migration projects within the first 12 month period, as recommended by Liberty Technology. Fee Schedule and Payment Terms

5 $ monthly $150.00/hr standard rate for technical services outside the scope of the agreement Initial engagement period December 14 th 2015 to June 30 th, 2016 $53, payment due upon acceptance of agreement, covers agreement period of December 14 th, 2015 June 30 th, Annual agreement July 1 st 2016 June 30 th, 2017 $ / month, due the first of each month.