Request for Proposal Technology Services Maintenance and Support

Transcription

1 Request fr Prpsal Technlgy Services Maintenance and Supprt Maintenance and Supprt July 19, 2014 Celerity Tenacia Charter Schl is seeking an IT cnsulting firm t manage Maintenance f ur Netwrk Systems beginning in July 2014-June We need practive maintenance f ur systems t avid prblems that wuld therwise interfere with day-t-day peratins. All end user prblems shuld be addressed prmptly and the systems shuld be mnitred cntinuusly t ensure rapid respnse t emerging issues. Additinally the cnsulting firm wuld manage interactins with internet service prviders as well as ther third party applicatin develpers in rder t maintain all f ur services. We als seek services in making recmmendatins t cntinue ur grwth f technlgy withut disrupting speeds and perfrmance acrss the district. Submissin/Quantity Prpsal shall be submitted t: Miguel Prtill CFO/Directr f Operatins Bid Submissin by mprtill@celerityschls.rg In the event prpsals can t be ed, please mail the hard cpies t: Celerity Tenacia Charter Schl C/O Miguel Prtill 2069 W. Slausn Ave. Ls Angeles, CA Deadline fr submissins: 7/25/2014 Bids: Bids must be submitted individually ne bid per schl/lcatin. Quantity: 2 hard cpies One pdf file t mprtill@celerityschls.rg Prject Descriptin We are seeking a cst effective way t manage ur Netwrk Hardware, Netwrk Security, Servers and grwth frm an infrastructure standpint s that district emplyees can cntinue t fcus n classrm

2 instructin and bringing technlgy t the hands f students. Celerity Tenacia Charter Schl Envirnment: 1 Schl Celerity Tenacia Charter Schl: grades K-3 apprximately 80 students/ 80 laptps 1 Server wned by Celerity Tenacia Charter Schl but managed cmpletely by IT cnsulting firm Windws updates and patch management; Asset inventry Practive server management and anti-virus prtectin Remte 24 x 7 server mnitring, alert remediatin Practive cmputer ptimizatin and anti-virus prtectin Managed server backup - lcal backup device Sme f ur business critical applicatins: PwerSchl Websence Webfiltering Pearsn Website (hsted ffsite) Requirements: Server Mnitring 24/7 remte mnitring f cnnectivity, key Windws services and key event lgs. Mnitr key functins and establish perfrmance threshlds, including disk space, CPU utilizatin, and memry utilizatin. Respnd t all alerts and utages t prvide fr expedited reslutin f these server issues. Maintain the directry structure and perfrm ptimizatin n netwrk strage devices and drives. Server Management and Maintenance Perfrm preventative maintenance. Deplyment f apprved Micrsft patches Upgrades t the Server OS and Server Applicatins. Ntificatins f service issues discvered thrugh mnitring and the reslutin. Maintenance f anti-virus sftware and virus signature prfile. Passwrd resets fr the supprted servers, server applicatins and services. Remte server management is cmpleted during pre-apprved maintenance windws. Netwrk Devices Mnitr Firewalls, Ruters, Switches, Wireless, Spam/Cntent filtering servers and Services ther netwrk devices. Manage and remediate any issues r prblems related t cvered netwrk devices, including internally managed netwrk switches, firewalls and ruters. Maintain firewall, filtering and security services. Maintain the cnfiguratin and updates f the firewall and filters t secure the netwrk accrding t manufacturer's specificatins. Filtering f suspected spam and viruses Web prtal fr Avca s review f filtered and quarantined items.

3 File Directry and Print Services Mnitr data strage threshlds and establish user directries fr file management. Establish netwrk printers n the netwrk and prvide user access t these printers. Remte Supprt Center (Help Desk) 13 Users A service ticket system is used t track and dcument each service level incident. Included during standard hurs, Mn - Fri 7 a.m. t 7 p.m. Central Time, excluding public hlidays Remte supprt by phne and secure remte management sessins will be prvided fr all supprt needs related t the perating system, Internet cnnectivity, access and the crrect installatin and functining f applicatins. On-Site Supprt Scheduled Mnthly On-Site Visits frm a Systems Engineer We prefer t have ne assigned t ur district, nt a variety f peple Check equipment, prblem slving with district tech staff, future planning During regular hurs: 7:00 am 6:00 pm After hurs- fr emergency issues: netwrk dwn, r ther issues that prevent ur verall peratins. Dispatch a Systems Engineer fr incidents nt able t be reslved remtely. Supprt Respnse We expect reactive services in accrdance with yur prblem priritizatin, management and escalatin prcesses. We expect that dcumentatin is used t track each service level incident. We shuld have access t all dcumentatin. The fllwing categries are used: Critical: A critical classificatin means that the incident has a severe verall business impact such as revenue generating web servers, netwrk, server, r hardware failure An engineer will begin wrking n these incidents within tw hurs and will cntinue until it is reslved. High: A High Pririty classificatin means that the incident has a mderate business impact r high individual impact such as applicatin nt wrking r persnal cmputer failure. An engineer will begin wrking n the incident within fur hurs and cntinue until the incident is

4 reslved. Medium: A Medium Pririty Classificatin means that the incident has a lw business impact r mderate individual impact such as printing issues r applicatin instability. An engineer will begin wrking n the incident within eight hurs and will schedule a time t reslve the prblem at the snest pssible date. Lw: A Lw Pririty Classificatin means that the incident has a lw business r individual impact such as minr printer prblems, new user creatin r any activity that can be scheduled fr the mst cnvenient time withut creating user hardship. An engineer will begin wrking n the incident in a cmmercially reasnable time. Qualificatins The firm must have existing clients and at least 3 years f experience r the respnsible managing emplyee must have 3 years f experience. The firm must prvide the names, titles, addresses, and phne numbers references fr whm the firm has perfrmed IT services within the last tw years similar in scpe as thse required by Celerity Schls Luisiana Inc. Prpsal Frmat In rder t simplify the review prcess and btain the maximum degree f cmparisn, prpsals shuld be rganized in the manner stated belw: A. Title Page Shw the RFP subject, the name f the firm, lcal address, name and telephne number f cntact persn, and date f the prpsal. B. Table f Cntents Include a clear identificatin f the material by sectin and by page number. C. Letter f Transmittal Briefly state yur understanding f the wrk t be dne and make a psitive cmmitment t perfrm wrk. State the all-inclusive annual fee fr the fiscal year fr which wrk will be dne. Please include prpsals fr a 1 year term per lcatin, stating annual fee. State names f persns wh will be authrized t make representatins fr the firm, their titles, addresses, and telephne numbers. Include a signature by an authrized Directr r fficer f firm. D. Prfile f the Firm Prvide an verview f yur firm, size, lcatin and experience f the firm. E. Summary f Firm s Qualificatins Identify the persnnel wh wuld be wrking with Celerity Tenacia Charter Schl and their jb titles. Describe the firm s staffing apprach t prvide quality service and cntinuity f persnnel.

5 Prvide a list f schls that are similar in scpe fr which the firm has prvided similar service. Please prvide a list f clients wh may be cntacted fr references. F. Services t be Prvided Express agreement t meet the requirements as stated in the Prject Descriptin sectin f these guidelines. G. Additinal Infrmatin Since infrmatin nt specifically requested must nt be included in the freging prpsal sectins, give any additinal infrmatin cnsidered essential t the prpsal in this sectin. If there is n additinal infrmatin t present, state in this sectin, There is n additinal infrmatin we wish t present. Evaluatin f Prpsals The prpsals will be reviewed and evaluated by the CFO and the Directr f Operatins. The tp candidates may be invited t participate in ral interviews. The Celerity Tenacia Charter Schl Bard reserves the right t select an IT cnsulting firm n the basis f written infrmatin prvided and/r interview.

6 Scpe 2.0 (Maintenance Supprt Netwrk Systems) F. Prject Descriptin 2.0 Transitining Existing Netwrk Infrastructure Analyze current netwrk system design and Analyze Server / Netwrk Hardware fr Faults / Warranty 2.0a Cre System and Netwrk Hardware 1a. Switch(s) Determine Functinality f netwrk equipment 1b. Firewalls, Switches, Ruters - Obtain Passwrds and Permissins t all netwrk hardware 1c. Obtain administrative privileges t all AD Servers / Standalne Servers 1d. Obtain administrative privileges t Phne Systems and Vip Equipment 1e. Analyze current cabling infrastructure fr faults and bad cable terminatins 2.1 Initial Setup Netwrk system design based n client requirements, installatin and cnfiguratin. 2.1a Netwrk Hardware Switch(s) Installatin, cnfiguratin may vary upn client requirements Ruter(s) - Installatin, cnfiguratin may vary upn client requirements Firewall(s) - Installatin, cnfiguratin may vary upn client requirements 2.1b Servers and Services Active Directry Services Initial Installatin, Cnfiguratin, User accunts initial cnfiguratin and access restrictins based n client(s) requirements DNS Services - Initial Installatin, Cnfiguratin DHCP Services - Initial Installatin, Cnfiguratin Web Server Services - Initial Installatin, Cnfiguratin Exchange Services - Initial Installatin, Cnfiguratin. Accunts Initial Cnfiguratin f User / Grup Mailbxes and maintenance / accunt management 2.1c Wireless Equipment WAPS, Wireless Cntrllers Initial Installatin and Cnfiguratin 2.2 Server Rm Hardware - Installatin f Server Racks and Secndary Switch Management Hardware als knwn as MDF / IDF s (Main Distributin Frame / Intermediate Distributin Frames ) In sme cases IDF is nt required 2.3 General Maintenance & Repair Rutine hardware checks, analyze event lgs and security lgs t prevent errrs and system security leaks, additinal add-n cnfiguratins as requested by client. 2.4 Hardware & Sftware Installatin On-site installatin f hardware and applicatin sftware. This service includes RAM upgrades, hard-drives, add-in cards and peripherals. Sme specialty hardware and industry specific sftware may require custm pricing. This ptential billing scenari will be discussed in advance n a case-by-case basis. 2.5 Netwrk Hardware Trubleshting Islate the cause f the prblem(s) in the netwrk envirnment. Nte: In sme rare situatins (such as hardware failure r incmpatible hardware r sftware), issues may nt be reslvable. The Client is still respnsible fr any time-related fee. This ptential billing scenari will be discussed in advance n a case-by-case basis. 2.6 Needs Assessment Custm supprt regarding hardware r sftware purchases t accmplish specific tasks r business gals. 2.7 Systems Integratin Installatin f hardware int an existing cmputing envirnment. Services include setup f any necessary sftware r hardware.

7 2.8 Netwrk Security Installatin f hardware and/r sftware t prvide reasnable netwrk security and virus prtectin. Nte: netwrk security and virus prtectin services are prvided n a best-effrt basis and are nt guaranteed t prevent netwrk intrusins r virus attacks. 2.9 Data Backup & Data Recvery Develp and implement a backup strategy. Nte: In sme situatins (such as cmplete hardware failure, media failure r ttal data crruptin) data may nt be recverable. Prvider des nt prvide data recvery services, but can make arrangements fr such services n behalf f Client if necessary Rapid-Respnse Service General n-site services are usually delivered within a 1 business day timeframe. Regular respnse service using remte assistance tls are usually delivered within a 1- t 4-hur timeframe. Rapid-respnse service is delivered within a 1- t 2-hur timeframe, as available. Additinal fees may be billed fr rapid-respnse services Hur Emergency Service After-hurs nsite service is frm 5pm t 8am, Mnday thrugh Sunday, and is delivered within a 1- t 3-hur timeframe. Additinal fees may be billed fr 24-Hur Emergency Services.