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ou 1, <br />INTER -OFFICE MEMORANDUM <br />r^�:,, j' Department of Innovation & Technology <br />City of South Bend 227 W Jefferson Blvd <br />TO: Board of Public Works, Linda Martin <br />CC: Clara McDaniels, Dan O'Connor, Michael Schmidt, Jennifer Hockenhull <br />FROM: Shawn Delahanty <br />SUBJECT: Adobe License Renewal - QPA <br />DATE: 1/9/2018 <br />Linda and Members of the Board <br />We are submitting for review and approval the Professional Services agreement with, <br />MicroIntegration for Tier I and Tier 2 HelpDesk. Prior to this renewal, MicroIntegration has <br />provided Tier 1 HelpDesk support for 2 years. The new agreement adds Tier 2 support (vendor <br />management, employee on/off-boarding, PC/phone deployment, peripheral support, 24 hour <br />reachability, etc). This should help to provide a more streamlined support experience for end <br />users and was an initiative identified at the most recent IT Governance meeting. <br />As part of the n,ew agreement, we will also be onboarded to a new Desktop Management <br />platform that the vendor uses to manage their service customers. We will get additional <br />benefits from this tool (easier software deployment, reporting, 3 d party patch management, <br />and access). With this solution in place, we will be able to phase out our current desktop <br />management solution, Kaseya, which is -$17k annually. <br />The addition of Tier 2 support adds $15,250 and the Desktop Management solution adds <br />$15,600 <br />We would also like to leverage a multi -year agreement that will benefit in $17,546.40 savings <br />overall for the City, as well as lock in our pricing. <br />Thank you. <br />Shawn Delah t <br />