REQUEST FOR PROPOSALS: MANAGED SERVICES FOR INFRASTRUCTURE AND IT SUPPORT SERVICES Posting Date: Thursday, January 7, 2016 Due Date: Friday, February 5, 2016 1 OPPORTUNITY SUMMARY The Massachusetts Clean Energy Center MassCEC is seeking qualified vendors to provide comprehensive managed infrastructure and IT support services to ensure maximum business continuity and productivity of staff in their work on behalf of the advancement of the clean energy industry. MassCEC is a quasi-public agency dedicated to accelerating the success of clean energy technologies, jobs, companies and projects in Massachusetts. Since its inception in 2009, we have helped clean energy companies grow, supported municipal clean energy projects and invested in residential and commercial renewable energy installations creating a robust marketplace for innovative clean technology companies and service providers. 2 BACKGROUND AND GOALS MassCEC currently outsources some infrastructure and IT support services onsite roughly 12 hours per week for both the MassCEC main office in Boston, MA and the Wind Technology Testing Center ( WTTC ) located in Charlestown, MA. MassCEC s IT department consists of a full-time IT Manager and full-time IT Support (Helpdesk). Currently, and the IT vendor provides additional after hours or emergency support as needed. MassCEC seeks a vendor to proactively manage, support and maintain the MassCEC network in a 24x7 environment while supplementing the IT team with helpdesk support as needed. The vendor will also provide procurement research and services. Additionally, the vendor will make recommendations for improvements to the MassCEC IT environment to ensure reliability and security. Infrastructure and IT support services will cover managed infrastructure support, server management, backup monitoring and disaster recovery services, information security, hardware and software upgrades, procurement research and equipment purchases, as well as special projects and consulting services. 1
3 IT ENVIRONMENT MassCEC has a total of 81 users including 8 users at WTTC. MassCEC currently outsources the management of its IT infrastructure and applications to outside vendors while handling day to day management and helpdesk functions internally. MassCEC also depends on outside vendors for procurement support and license management assistance. MassCEC data centers reside at the main office and WTTC. MassCEC IT infrastructure runs on a multiserver, multi-blade Storage Area Network (SAN) 24 x 7 environment at both MassCEC and WTTC locations. Environments are built on DellPowerEdge servers, HP Layer 3 switches as well as WIFI and Sonicwall firewalls. Servers are Dell PowerEdges running Windows 2008 with the majority of workstations provided with Lenovo desktops and laptops running Windows 7, Microsoft Office 2010 and protected by GFI Antivirus. MassCEC uses the following applications: Microsoft Server Exchange 2008,.SQL,.NET, SVN, VMWare, Office 365 for hosted email, AppAssure Backup. MassCEC is currently moving to a hybrid cloud based backup solution using Axcient. MassCEC plans to contract with a separate vendor for these services but the vendor selected under this RFP may be requested to monitor the backup and resolve backup issues as needed. MassCEC s public website runs on Amazon Web Services. MassCEC uses Rackspace to host the state s Production Tracking System ( PTS ), which tracks production of renewable energy systems that are installed throughout the Commonwealth (see http://www.masscec-pts.com/). The selected vendor will also provide specific infrastructure technical and planning support to the PTS team. The PTS was developed by internal and external resources. Energy systems existence and production numbers are tracked through PTS. This information is used to verify renewable energy production for systems receiving Solar Renewable Energy Certificates ( SRECs ) and Renewable Energy Certificates ( RECs ). The PTS provides MassCEC with information necessary to monitor and evaluate the performance of renewable energy systems and renewable energy program effectiveness. It is maintained by our Production Management department. More details about the PTS program are available at http://www.masscec.com/pts. Other elements of the MassCEC technical environment include UPS backup, Internet connections, managed switches, printer/scanners, VoIP telephone system and mobile devices. 2
4 ELIGIBILITY AND PROPOSAL REQUIREMENTS 4.1 ELIGIBLE APPLICANTS This RFP is open to all public, private, for-profit, and nonprofit entities possessing the requisite experience. Experience working with public agencies is preferred, but not required. 4.2 PROPOSAL REQUIREMENTS GENERAL COMPANY INFORMATION Provide a profile of your company, including background and history, size, locations, certifications, credentials, and experience working with organizations similar to MassCEC Describe the primary staff that will be utilized to perform contractual duties under your proposal, and their certifications, experience and duties Provide up to 3 references of similar sized or larger agencies that your company is currently managing or has managed Provide details of your company s practices for staying current on regulations, legislations, certifications, and compliance CLIENT RELATIONSHIP MANAGEMENT Describe how you would manage the customer relationship with MassCEC: Provide narrative for a typical infrastructure or IT support request submissions from notification to resolution, including an organizational chart explaining the reporting relationships within the vendor as well as who will be the point/s of contact with MassCEC Provide the hours of operation for on-site and remote support staff, including response time guarantees, across all levels of infrastructure and IT support services Describe how after hours support will be available, including response time guarantees, across all levels of infrastructure and IT support services List any aspects of this relationship that would be sub-contracted by name and location. Selected vendor must affirm their understanding that they will be accountable for the work of all subcontractors. FEES Describe the fee structure and how MassCEC will be charged. The price you quote should be should be inclusive; if your prices excludes certain fees or charges you must provide a detailed list of excluded 3
fees with a complete explanation of the natures of those fees. Pricing may be broken down by role: Helpdesk Support, Network Monitoring and Administration, Infrastructure Engineering and Planning, and Procurement and Licensing. The following should be included in your proposal: Fees for service initiation Ongoing monthly fees and what is included and excluded Fees for connectivity to support site and/or remote Optional fees: Extra work that is outside of the proposal Optional ongoing services Ad-hoc services Off-site disaster recovery Response and emergency fees INFRASTRUCTURE AND INFORMATION TECHNOLOGY SUPPORT Document specific experience and expertise with the following applications: Microsoft Server, Exchange, SQL,.NET, SVN, VMWare, AppAssure Backup, Postini and Office 365 Email Detail monitoring solution(s) and strategies used by vendor to monitor network connectivity, back-ups, and firewall, including the notification process to MassCEC when access goes down or back-ups fail Document track record of historical availability of network access, email continuity and current back-ups Provide experience working with and resolving issues in Microsoft Office Suite and providing expertise in Office applications Describe experience working with VPN wireless connections Provide examples of relevant experience working within a remote support model with dayto-day management and helpdesk services handled internally SECURITY Describe your strategy for security for your client s data (include your company s policies as well as any security certificates you possess) Describe your company s security management and expertise SYSTEM PROCUREMENT AND SOFTWARE LICENSING SUPPORT 4 Describe how you would assist with system procurement and ensuring best pricing
Describe how you manage and support software licensing purchases DOCUMENTATION AND RECORDS Describe how you would document and record maintenance, installation, performance, and changes to the network Describe the documentation that you would make available to MassCEC at the end of the contract period and periodic reporting Describe how you would maintain confidentiality in compliance with confidentiality laws and regulations SERVICE LEVELS Describe in detail the service levels you will provide: Describe your work order / trouble ticket system, including reporting capabilities of the system. Describe availability of key staff during normal business hours (8:00A 6:00P). Describe how staff is available 24/7. Provide your guaranteed response times for issues dependent upon severity and time of day. Provide your average response times for afterhours issues. Scheduled down times for routine maintenance. How are scheduled downtimes determined and how are they communicated. How do you propose that the service level agreement be enforced. Describe how you support technology vendor support and license and equipment purchases. Describe your communication strategy for keeping clients informed of system conditions and changes. Describe how you would assist MassCEC management strategically plan to ensure that the MassCEC IT system retains its usefulness, viability, compatibility and dependability. Describe your plans for disaster recovery. Describe how your onsite support representative would work and describe any special requirements that would need to be filled by MassCEC. Describe how major software upgrades would be applied and what upgrades would require additional fees. 5
STRATEGIC INFORMATION TECHNOLOGY PLANNING Outline vendor s experience providing strategic advisement in the areas of infrastructure planning, hosted email and server environments transition projects. Document specific example(s) of vendor supplying information technology strategy consulting to clients and the outcomes of this consulting. NEW INFORMATION TECHNOLOGY INITIATIVES Describe experience supporting the IT needs related to the implementation of an organizationwide software application including allocating required space for data conversion requirements. Describe experience implementing a telephone upgrade project. CHANGE CONTROL MassCEC requires pre-approval by MassCEC IT Manager of any changes made to the computing environment. Please demonstrate how you would institute change control in computing environment and monitoring of access controls. 4.3 SCOPE OF SERVICES The vendor will proactively manage, support and maintain the MassCEC network in a 24/7 environment while supplementing the IT team with helpdesk support as needed. The vendor will be responsible for providing infrastructure and some IT support services including managed infrastructure support, server management, backup monitoring and disaster recovery services, information security, hardware and software upgrades, procurement research and equipment purchases, as well as special projects and consulting services. The MassCEC IT staff will continue to perform primary helpdesk support and day-to-day IT management, and the selected vendor will provide management and support services to network and infrastructure environment in consultation with MassCEC IT manager. The successful bidder will be required to provide full-service support on all aspects of MassCEC s IT network environment including but not limited to: HELPDESK AND IT MANAGEMENT SUPPORT The selected vendor will provide a support ticket management system, primarily remote support to MassCEC helpdesk in troubleshooting and resolving escalated tickets with on-site support provided as needed. 6
Assist with escalated helpdesk tickets that could not be resolved internally Provide helpdesk coverage when IT Support Specialist is on vacation Maintain routers and switches NETWORK ADMINISTRATION AND MONITORING The selected vendor will have the responsibility of ensuring network access and current back-ups as well as replication. It will be incumbent upon the selected vendor to put in place automated systems for monitoring network availability and performance, as well as a plan to respond to these events without the direct intervention of MassCEC. Vendor may be expected to provide post-mortem details for any network downtime as well as a mitigation plan. The MassCEC network is expected to be accessible at all times except for pre-announced and agreed upon maintenance windows. In conjunction with the infrastructure and IT support services role, the selected vendor shall manage all aspects of the network environment and provide security updates as necessary. Vendor will be expected to be proactive in maintaining the network environment. The selected vendor must be capable of structuring the network to achieve maximum uptime, prevent failure, recover from systems failure and maintain systems integrity. INFRASTRUCTURE SUPPORT, ENGINEERING AND PLANNING The selected vendor will also provide guidance on infrastructure planning and solutions that will provide cost-effective services while limiting need for on-premise support. The successful bidder will be required to provide full-service support on all aspects of MassCEC s IT network environment including but not limited to: Consistently monitor and maintain consistent daily back-ups and replication across all servers Provide server and file restoration when needed Maintain routers and switches Assist MassCEC IT with infrastructure planning and design PROCUREMENT CONSULTATION AND LICENSING The selected vendor will provide research and recommendation services on infrastructure, computer, application and license purchases. The vendor will also purchase equipment on behalf of MassCEC. Serve as reseller for computer equipment and software, including licensing Assist with research as needed 7
4.4 BASIS OF SELECTION MassCEC is seeking the most comprehensive proposal from qualified IT managed service providers for fulfilling these roles. Proposals are expected to demonstrate the vendor s specific capabilities required to fill the roles outlined by this RFP. The selected IT managed services provider must be able to meet deadlines, achieve deliverables, and fulfill MassCEC expectations for quality and responsiveness. Likewise the provider will be expected to provide ongoing technical support, troubleshooting and maintenance. MassCEC will expect personnel to be proactive, responsive, accessible, and available. MassCEC will evaluate proposals the vendor on the basis of: Quality and completeness of response, adherence to proposal format Demonstrated capability of vendor to fulfill all roles outlined in this RFP Specific examples of work similar to roles required in this RFP, demonstrated capacity in multiple-role engagements Specific examples of demonstrated expertise in the environments and technologies outlined in this RFP Proposed budgeting structure and cost Similarity of vendor s customers to MassCEC in type, size and scope (experience working with public agencies is preferred, but not required) Vendor s references and recommendations Staff availability and assignment to this relationship Proximity to MassCEC and ability to provide same-day onsite support if required Some respondents may be invited for pre-selection interviews. MassCEC s selection of a respondent pursuant to the RFP does not indicate that MassCEC accepts all aspects of the proposal, modifications to which may be requested and agreed to during contract negotiations. This RFP shall not be construed by any party as an agreement of any kind between MassCEC and such party. This RFP does not obligate MassCEC to accept any proposal, negotiate with any proposer, award an agreement, or proceed with the development of any project, product, relationship or service described in response to this RFP. MassCEC reserves the right to investigate and review the background of any vendor or person, and based on such investigations, to reject the use of any vendor or person, within MassCEC s sole discretion. 8
5 PERFORMANCE AND CONTRACT SPECIFICATIONS 5.1 RELATIONSHIP OVERVIEW MassCEC is seeking services via an ongoing relationship with a vendor capable of providing 24 x 7 network administration and engineering support, maintenance, helpdesk coverage and planning. The reliance of IT is high throughout MassCEC and we seek a vendor who can provide for our support, strategic, maintenance, and management needs. 5.2 BUDGET EXPECTATIONS INELIGIBLE EXPENSES Ineligible expenses include sales tax and normal commuting travel and parking in any services provided or equipment, software or other information-technology related products purchased on behalf of MassCEC. 5.3 CONTRACTUAL REQUIREMENTS Upon MassCEC authorization to proceed with the proposal, the selected vendor will be invited to enter into negotiations with MassCEC, at which time the final structure of the infrastructure and information technology support services will be finalized and laid out in an agreement with MassCEC. 5.4 ANTICIPATED TERM OF CONTRACT MassCEC anticipates that the term of the contract will commence in April 2016 and continue for up 12 months and renewable up to a maximum of 3 years. 5.5 DISCLAIMER MassCEC reserves the right, at its sole discretion to modify deadlines, change the scope of work, to waive minor irregularities in submittal requirements, to request modifications of the application, amend this RFP, reject any or all submissions for any reason without incurring any cost or liability, negotiate with any vendor, select the vendor that best meets MassCEC s needs, and/or to cancel all or part of this RFP at any time prior to awards. All information provided by MassCEC in this RFP is offered in good faith. MassCEC makes no certification that any item is without error. MassCEC is not responsible or liable for any use of the information or for any claims asserted there from. 9
6 ANTICIPATED SCHEDULE Thursday, January 7, 2016 Friday, January 15, 2016 Friday, January 22, 2016 Friday, February 5, 2016 RFP Posted Deadline for vendors to submit written questions All questions with written answers will be posted to MassCEC website Deadline for submitting proposals 7 INSTRUCTIONS Submissions must be in the PDF format, delivered via e-mail to the RFP coordinator, and include the Authorized Applicant s Signature and Acceptance Form in Attachment A to this RFP. Proposals must be received no later than 12:00pm EST on the deadline date for submitting proposals. All submissions received after the due date and time will not be considered. Please send the minimum number of files possible. 7.1 CONTACT The RFP coordinator for this project is: Heidi Cadavieco, IT Manager Massachusetts Clean Energy Center 63 Franklin Street, 3rd Floor Boston, MA 02110 hcadavieco@masscec.com All questions should be directed to the RFP coordinator. For emailed questions, Managed Services for Infrastructure and IT Support Services should appear in the subject line. For ease of reference, The Massachusetts Clean Energy Center is abbreviated as MassCEC, or may be referred to in the first person. Each vendor responding to this RFP is referred to as a vendor or company and the vendor selected to provide services for MassCEC is referred to as the selected vendor or selected company. This RFP states the instructions for submitting proposals, also the procedure and criteria by which a vendor may be selected. 10
8 GENERAL REQUEST FOR PROPOSALS CONDITIONS 8.1 NOTICE OF PUBLIC DISCLOSURE Public Records and Open Checkbook: As a public entity, MassCEC is subject to Massachusetts Public Records Law, codified at Chapter 66 of the Massachusetts General Laws ( Public Records Law ). You acknowledge and agree that any documentary material, data, or other information submitted to MassCEC is presumed to be public record. An exemption to the Public Records Law may apply to certain records, including materials that fall under certain categories under a statutory or common law exemption, including the limited exemption at Massachusetts General Laws Chapter 23J, Section 2(k) regarding certain types of confidential information submitted to MassCEC by an applicant for any form of assistance. By submission of a response to this RFP, you acknowledge and agree that MassCEC, in its sole discretion, shall determine whether any particular document, material, data or other information is exempt from or subject to public disclosure. Thus, MassCEC urges you to carefully consider what documents, materials, data and other information is submitted to MassCEC in connection with this RFP. Further, if you are the selected vendor under this RFP, you agree and acknowledge that MassCEC shall have the right to disclose the name of selected vendor, the amount of any payment made to the selected vendor and any other information MassCEC may deem reasonably necessary on Open Checkbook, the Commonwealth of Massachusetts online database of state spending. 11
Attachment A Authorized Applicant s Signature and Acceptance Form The undersigned is a duly authorized representative of the Applicant listed below. The Applicant has read and understands the RFP requirements. The undersigned acknowledges that all of the terms and conditions of the RFP are mandatory. The Applicant understands that all materials submitted as part of the application are subject to disclosure under the Massachusetts Public Records Law, as explained in Section 8.1 of the RFP, and acknowledges and agrees that MassCEC has no obligation, and retains the sole discretion to fund or choose not to fund the application set forth herein, and that MassCEC s receipt of the application does not imply any promise of funding at any time. The Applicant understands that, if selected by MassCEC, the Applicant and MassCEC will detail and execute a contract that outlines the respective roles and responsibilities of the parties. I certify that the statements made in this application, including all attachments and exhibits, are true and correct to the best of my knowledge. Applicant: (Printed Name of Applicant Organization) By: (Signature of Authorized Representative) Name: Title: Date: 12