REQUEST FOR PROPOSAL INFORMATION TECHNOLOGY SUPPORT SERVICES I. INTRODUCTION Coastal Plain Area Economic Opportunity Authority, Inc. (hereinafter CPAEOA) is requesting proposals from qualified, professional technology vendors for Information Technology Support Services. The ideal vendor will provide technical support, assistance, hardware and software troubleshooting, system maintenance and training and documentation of CPAEOA hardware and software inventory. The successful vendor will be expected efficiently to handle service calls to ensure that there is NO significant computer downtime during normal working hours, generally 8:00 a.m. to 5:00 p.m., Monday through Friday. Deadline for Submission of Proposals: A sealed copy of the proposal must be received no later than, Friday, December 8, 2016 at 4:00 p.m. and plainly marked as IT Support Services Proposal. Proposals shall be delivered or mailed to: Coastal Plain Area Economic Opportunity Authority, Inc. Central Office 1810 W. Hill Avenue, Unit A6 Valdosta, Georgia 31601 Any questions regarding this proposal are to be submitted to: Tanita Daniels, Finance Director (229) 244-7860 Ext. 205 tdaniels@coastalplain.org
II. BACKGROUND INFORMATION CPAEOA technological infrastructure currently consists of the following: 32 Workstations 3 Servers 2 Networked printers 2 networked copiers (multi-function machines) Server software being used: Windows Vista Windows 7 Windows 8 Windows 10 Office 2007 Office 2010 Office 2013 Windows Server 2008 and R2 Windows Server 2012 and R2 Microsoft SQL Server 2008 Microsoft SQL Server 2012 Microsoft Server 2014 Microsoft Windows Small Business Server 2008 Microsoft Windows Small Business Server 2011
III. SERVICES REQUIRED The following detailed services to be provided includes, but is not limited to: 1. Desktop Applications Support Installation of PCs, laptops, PDAs, Peripherals and office automation software Diagnosing and correcting desktop application problems Configuring laptops and desktops for standard applications and identifying and correcting end user hardware problems and performing advanced troubleshooting. Assist CPAEOA with software and hardware purchases. 2. Server Administration Services Manage computer systems and networks to include database, messaging, web and other servers and associated hardware, software, communications, operating systems necessary for quality, security, performance, availability, recoverability, and reliability of the system. Ensure scheduled preventive maintenance for equipment is properly and promptly performed. Set up new users and edit or removing existing users on server. Configuration management, including changes, upgrades, patches, etc. Support of Blackbaud financial software and other specialized software products as it relates to the server (s) and associated hardware. Management of user logins and security. 3. Network Administration Services Scope of services includes CPAEOA network equipment including switches, firewalls, routers and other security devices. Installation and/or maintenance of printers, network copiers/scanners, etc. Complete proactive monitoring of network equipment including bandwidth utilization, and other performance indicators. Network performance and capacity management services, and network troubleshooting. 4. Security Maintenance of virus detection programs, on servers, email and all other computers and laptops. Configure system to enable remote access in a secure environment and provide remote access administration as requested.
IV. SUBMITTAL REQUIREMENTS The following information shall be required in the RFP submittal: 1. Letter of Transmittal a. Company name, address, and telephone number (s) b. Name, title, address, e-mail address, and phone number of person (s) to whom correspondence should be directed. c. Federal and/or state taxpayer identification number of the company. 2. General Vendor Information a. Length of time in business b. Total number of private sector and public sector clients c. Number of full-time personnel in: Consulting Installation and training Administrative support d. Location of office which would service this account 3. Provide the name, title, address and telephone number of three references for clients whom you have provided similar services. Please provide information referencing the actual services provided, customer size (number of users), and length of tenure proving services to client. 4. Support Services Please answer the following: a. Is Help Desk support available? b. When is support available? (Indicate XX a.m. to XX p.m. and the days of the week) c. How are charges for support structured, documented, and tracked. 5. Beyond the scope of this RFP, what services (related or otherwise) does your organization provide that may be of interest to CPAEOA. 6. Cost of Services a. The proposal must contain a fee schedule that includes hourly and/or flat rates for proposed services. b. Define any additional charges
V. MISCELLANOUS 1. CPAEOA reserves the right to reject any and all proposals for failure to meet the requirements contained herein. 2. The submission of proposals to CPAEOA creates no obligation to award a contract or to compensate the proposer for any costs incurred during proposal submission or presentation.