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Home My WebLink AboutManaged Services Agreement - MicroIntegration1316 COHNTY-CITY BuR.Dmrc 227 W. JEFFERsoN BOULEVARD SOUTH BEND. INDIANA 46601-1830 CITY OF SOUTH BEND PETE BUTTIGIEG, MAYOR BOARD OF PUBLIC WORKS December 22, 2016 Rob Dobson MicroImegration 460 Stull Street, Suite 200 South Bend, IN 46601 RE: Managed Services Agreement Dear Mr. Dobson: PHONE 574/235-9251 FAx 574/235-9171 The Board of Public Works, at its meeting held on December 22, 2016, approved the above referenced agreement for Continuing Partnership with Microhitegration for Tier 1 Desktop and VoIP Support in the amount of $7,500 per month. Enclosed please find a copy of the agreement for your records. If you have any further questions regarding this matter, please can this office at (574) 235- 9251. Sincerely, o� Linda M. Martin, Clerk Enclosure c: Dan O'Connor, Innovation and Tech GARY A. GBAT SUZANNA M. FRITZBERG ELIZABETH A. MARADIK JAMEs A. MUELLER THERESE J. DGRAU Thursday, December 15, 2016 City of South Bend Dan O'Connor 227 W. Jefferson 12th Floor South Bend, IN 46601 doconnor@southbendin.gov Dear Dan, Thank you for choosing us as your IT service provider. You are one of our most highly valued customers, and it has been a sincere pleasure serving your business. We appreciate the opportunity to present this quote, and deepen our partnership as your IT services provider. On behalf of M icrol nteg ration, we hope you have been satisfied with the quality of our professional services, and that we will continue to meet your requirements and expectations in the future as well. Again, thank you so much for choosing Microlntegration. Let us know if there is anything we can do to assist you further. We look forward to serving you for many years to come. Sincerely, Rob Dobson Director of Sales Microlntegration Inc. Proactive, Flexible, Affordable and Managed Organizations are constantly faced with the task of managing the demands of growth while coping with continuous technology challenges. Microlntegration's focus is to keep your IT systems operational, available and secure. This allows you to focus on the everyday demands of running your organization. Our Managed Services will help you realize the productivity gains and Return on Investment (ROI) you require from your IT infrastructure. Managed Services from Microlntegration consists of various service level offerings that provide affordable IT management and support. Utilizing our unique IT framework, Micro Integration provides a range of proactive services designed to optimize your technology investment and maximize the productivity of your business. Our services include more than simple monitoring and remote support. We employ a proactive, preventative, approach to IT systems management. This is possible through the use of a series of "Best Practices" that we have developed over years of collective experience Best practices for tasks such as: • MalwareNirus Protection and Removal • Call Center Support • Patch Management • Application Usage • Vendor Management • System Auditing • IT Planning • Backup and Disaster Recovery • User Policy Enforcement Best practices that are embodied in an automated state-of-the-art infrastructure that gives you immediate response time, access to resources and proactive solutions. Let our technology expertise become your competitive advantage. Microlntegration Certification Process Certify Your Technology In order to provide you with a guaranteed cost estimate for your service, we must certify that the technology in your environment meets our minimum requirements. Minimum requirements: • All Servers with Microsoft Windows Operating Systems must be running Windows 2008 Server, Windows 7 or later, and have all of the latest Microsoft service packs and critical updates installed. • All server software must be genuine, licensed and vendor -supported. • The environment must have a currently licensed, up-to-date and vendor -supported server -based antivirus solution protecting all servers, desktops, and notebooks/laptops • The environment must have a currently licensed, vendor -supported server -based backup solution. • All non -Windows devices must be current on all firmware and patches. • The environment must have a currently licensed, vendor -supported firewall between the internal network and the Internet. • Any wireless data traffic in the environment must be secured with a minimum of 128-bit data encryption. • Any appliance based product must have up to date support with the vendor. Remediation of findings The technology certification process will produce a series of findings. Any deficiencies related to the list above will need to be remediated outside the scope of Managed Services contract coverage. (ie- Windows 2003 servers, and Windows XP need to be upgraded, etc) Projects are not included in Managed Services Scope. CoSB will receive Preferred Project Hourly rates The Microlntegration Managed Services Support Contract will include: • Pricing • Listing of Supported Technology • Terms of Service • Service Level Agreements • Service Request Procedures Support Managed IT Support — Custom Desktop Management Services This program provides customized Desktop Support for the City of South Bend. CoSB requested a collaborative model of support to supplement their IT Staff. Services requested include the following; Services MI CoSIS Notes Workstation support - OS & Local Apps X Level 1 VoIP Support X Printer driver / connectivity support X Patch Management X Anti -Virus / Malware Protection Management X Application Deployment / Support X User peripheral support X Workstation deployment and imaging X New user setup and AD changes X X MI password resets only Asset management X Deskside hands on support (as needed) X Vendor application support escalation as needed X Network access / connectivity support X Change management notification X X Both parties tracking changes End User Portal for ticket tracking X Software License Compliance and Management X Unlimited Phone Support (8am-5pm) X Unlimited Remote Support (8am-5pm) X Unlimited On -Site Support (8am-5pm) X 2-Hour Phone Response SLA X Quarterly Business Reviews or as requested X Custom Support Workflow Requested • MI to provide initial Tier 1 response & then escalate back to CoSB if needed • Users can Call or Email MI direct for tickets • MI Autotask system used for ticket tracking • Monthly Reporting for SLA's, ticket resolution • Asset tracking provided by CoSB Kasea solution • MI support would get access to Kaseya system for remote support • Possibly AirWatch support access as well • Users will remain local admins on the workstations for now, but may be changed in the near term Assumptions In order to provide some continuity of support, we require management of Change Control expectations to include the following notifications and involvement: 1. Significant changes to Workstation application configurations requires notification to Microlntegration prior to roll out. (new or existing applications) 2. Significant changes to Workstation image configuration requires notification to Microlntegration prior to roll out. (new or existing image) 3. Significant changes to AD group policy for Workstations configuration requires notification to Microlntegration prior to roll out. (new or existing group policy) Services Description Recurring Qty; Ext. Recurring'; Managed Service - Workstation Support $9.00 800 $7,200.On Managed Service - Tier 1 VolP Support $300.00 1 $300.00 Recurring Subtotal $7,500.00 1' P: (574) 256-6777'` rwww.rnicrointegration.net E: rob.dobson@microinte ration.net';' Desktop and VoIP Support Prepared by: Prepared for: Quote Information: Microlntegration Inc. City of South Bend Quote #: 001958 Rob Dobson 227 W. Jefferson 12th Floor Version: 1 (574) 674-6777 ext. 6779 South Bend, IN 46601 Delivery Date: 12/15/2016 Fax (574) 256-6776 Dan O'Connor Expiration Date: 01/14/2017 rob,dobson@microintegration.net (574) 245-6201 doconnor@southbendin.gov Recurring Expenses Summary Description Amount Services $7'500.00 Recurring Total $7,500.00 Payment Options Description Payments Interval Amount Term Options 12-Month Agreement 12 Monthly $7,500.00 Microlntegration Inc. City of South Bend kc-4— Board � p A io lic WorEw Signature: Signature: Name: Rob Dobson Name: Title: Director of Sales Title: Date: 12/15/2016 Date: '%t INTER -OFFICE MEMORANDUM Information Technologies Department 227 W Jefferson Blvd (574) 245-6000 TO: Board of Public Works, Linda Martin CC: Dan O'Connor, Michael Schmidt, George King, John Murphy FROM: Dan O'Connor SUBJECT: M icrol nteg ration Tier 1 Desktop and VolP Support DATE: 12/15/16 Linda and Members of the Board - We are submitting for review and approval a managed services agreement with Microlntegration for Tier 1 Desktop and VolP support. The agreement is for 1 year of support ($7,500/mo). The total amount of the agreement for one year of support is $90,000. Thank you. Dan O'Connor, Chief Technology Officer BOARD OF PUBLIC WORKS AGENDA ITEM REVIEW REQUEST FORM Date 12/15/2016 Department Innovation & Name Daniel R. O'Connor Technology BPW Date 12/22/2016 Phone Extension 6201 Required Prior to'Submittal to Board Legal ® Attorney Name Michael Schmidt Controller ® Controller review is required for all Contracts $5,000.00 or more and greater than one year in length per the City Purchasing Policy Purchasing ❑ Agreement U Contract LJ Proposal LJ Addendum ❑ Professional Services ❑ Resolution ❑ Bid Opening ❑ Bid Award ❑ Req. to Advertise ❑ Title Sheet ❑ Quote Opening ❑ Quote Award ❑ Change Order No. ❑ C/O & PCA No. ❑ PCA ❑ Ease/Encroach. ❑ Traffic Control ® Other: Managed Services Company or Vendor Name Microlntegration New Vendor ❑ Yes ® No ❑ If Yes, Approved by Purchasing MBE/WBE Contractor ❑ MBE ❑ WBE MBE/WBE Contractor Requested ❑ No ❑ Yes Name of Company Project Name Desktop and VoIP Tier 1 Managed Services Support Agreement Project Number Funding Source COIT Account No. 404-0672-415-31-06 Amount Reoccurring $7,500/Month or $90,000Near Terms of Contract 1 Year Purpose/Description Continuing our partnership with Microlntegration for Tier 1 Desktop and VoIP Support. When employees call 6000 for assistance with an IT challenge the call will be directed to Microlntegration who will handle Tier 1 support issues and escalate any tier 2 or higher back to COSB. ❑ Increase $ Amount of ❑ Decrease $ Previous Amount $ Current Percent of Change: % New Amount $ Total Percent of Change: % Dispersal After Approval Copy Original ® ❑ Daniel R. O'Connor, III ❑ ❑