RFP - IT Support Services

Background
The Town of Grafton is soliciting proposals for managed IT Support Services to enhance its IT effectiveness, improve service quality, minimize support costs, and maximize return on investment. The Town has previously received IT services from CMD Technology Group for three years and is now seeking a new vendor to provide comprehensive IT support.

Work Details
The selected vendor will be responsible for:

1. **Server Administration Services**: Manage computer systems and networks, including applications, databases, messaging, web servers, and associated hardware/software. Ensure maintenance records are current and perform preventative maintenance.

2. **Network Administration Services**: Oversee all town network equipment including switches, firewalls, routers, and wireless infrastructure.

3. **Security Services**: Conduct security audits, manage antivirus programs, configure secure remote access, and perform incident management actions. This includes 24/7 monitoring of desktops/servers, network firewall monitoring, Microsoft patch management, backup monitoring, and maintaining an inventory of IT equipment.

4. **Onsite Desktop Support**: Provide on-site support for 8 to 15 hours per week during the first six to nine months of the contract.

5. **Monitoring and Maintenance Services**: Negotiate a Service Level Agreement (SLA) for 24/7 remote monitoring including error log monitoring, drive space monitoring, website/application/database monitoring, asset inventory management, user account administration, printer management, and firewall/VPN/router management.

Period of Performance
The contract will last for three (3) years with two one-year extension options if mutually agreed upon by both parties. The selected vendor must commence work within fourteen (14) calendar days of contract signing.

Place of Performance
Services will be performed at various municipal buildings in Grafton, Massachusetts.

Bidder Requirements
Vendors must demonstrate experience in IT Support Services and working with municipalities. They should have adequate resources to handle responsibilities effectively and provide on-site services for at least eight (8) hours up to fifteen (15) hours per week.