HomeMy WebLinkAboutProfessional Services Agreement - MicroIntegration Inc - Tier 1 and Tier 2 Help Desk1316 COUNTY -CITY Buji,I)MG
227 W, JEFFERSON BOULf,"VARD
Souni BENI). INDIANA 46601-1830
CITY OF SOUTH BEND PETE BUTTIGIEG, MAYOR
BOARD OF PUBLIC' WORKS
January 23, 2018
Rob Dodson
MicroIntegration, Inc.
460 Stull Street, Suite 200
South Bend, TN 46601
RE: Professional Services Agreement
Dear Mr. Dodson:
PHONE 574/235-9251
FAX 574/ 235-9171
The Board of Public Works, at its meeting held on. January 23, 2018, approved the above
referenced agreement regarding Tier I and Tier 2 Help Desk in the amount of $126,727,20
annually for three (3) years, plus a one-time fee of $2,375.
Enclosed please find a copy of the agreement for your records.
If you have any further questions regarding this matter, please call this office at (574) 235-
9251.
Sincerely,
Q
Linda M. Martin, Clerk
Enclosure
c: Shawn Delahanty, Innovation & Technology
GAR A. Git,o,r SUZANNA M. FRITZBERo ELIZAM."m A. MARADIK JAMS s A. M[jf.,,Lf,ER THFUSE J. DORAU
ou 1,
INTER -OFFICE MEMORANDUM
r^�:,, j' Department of Innovation & Technology
City of South Bend 227 W Jefferson Blvd
TO: Board of Public Works, Linda Martin
CC: Clara McDaniels, Dan O'Connor, Michael Schmidt, Jennifer Hockenhull
FROM: Shawn Delahanty
SUBJECT: Adobe License Renewal - QPA
DATE: 1/9/2018
Linda and Members of the Board
We are submitting for review and approval the Professional Services agreement with,
MicroIntegration for Tier I and Tier 2 HelpDesk. Prior to this renewal, MicroIntegration has
provided Tier 1 HelpDesk support for 2 years. The new agreement adds Tier 2 support (vendor
management, employee on/off-boarding, PC/phone deployment, peripheral support, 24 hour
reachability, etc). This should help to provide a more streamlined support experience for end
users and was an initiative identified at the most recent IT Governance meeting.
As part of the n,ew agreement, we will also be onboarded to a new Desktop Management
platform that the vendor uses to manage their service customers. We will get additional
benefits from this tool (easier software deployment, reporting, 3 d party patch management,
and access). With this solution in place, we will be able to phase out our current desktop
management solution, Kaseya, which is -$17k annually.
The addition of Tier 2 support adds $15,250 and the Desktop Management solution adds
$15,600
We would also like to leverage a multi -year agreement that will benefit in $17,546.40 savings
overall for the City, as well as lock in our pricing.
Thank you.
Shawn Delah t
Proactive, Flexible, Affordable and Managed
Organizations are constantly faced with the task of managing the demands of growth while coping with continuous
technology challenges. M i croInteg ration'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 lT infrastructure,
Managed Services from M icrol niteg ration consists of various service level offerings that provide affordable IT management
and support. Utilizing our proven IT framework, MicroIntegration 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:
• Malware/Virus Protection and Removal
• Service Desk Support
• Patch Management
• Application Usage
• Monitoring
• Vendor Management
• System Auditing
• IT Planning and vCIO Services
• 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.
Certifications
Sophos Platinum Partner
HP Premier Partner
Microsoft Gold Partner
EMC Partner
Citrix Silver Partner
Nimble Partner
Cisco Premier Partner — Data Center Specialization
Zerto Partner
VMware Enterprise Partner
Veeam Gold Partner
AICPA - SOC2 Accredited
Acronis Partner
M'i icrof nteg ration Managed Services Packages
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
M1
CoSB
Notes
Workstation support - OS & Local Apps p
X
*See Support Matrix
document
Level 1 Vol P Support
X
Printer management / 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
Collaboration
Asset management
X
Deskside hands on support (as needed)
X
Vendor appllication 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
X
W to handle Office
365 licensing
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
o CoSB IT will, continue to have Autotask access for Taskfire use
• Asset tracking provided by CoSB Kaseya solution
• Misupport will have continued access to Kaseya system for remote support
• Misupport may have access to AirWatch system for remote support
• Users will remain local admiins on the workstations for now, but may be changed in the near term
• Monthly Reporting for SLA's, ticket resolution
Assumptions
In order to provide some continuity of support, we require management of Change Control expectations to include the
following notifications and involvement:
Significant changes to Workstation application configurations requires notification to Microlntegration prior to
roll out. (new or existing applications)
Significant changes to Workstation image configuration requires notification to Microlntegration prior to roll out.
(new or existing image)
Significant changes to AD group policy for Workstations configuration requires notification to Microlntegration
prior to roll out. (new or existing group policy)
M icro I nteg ration Assessment Process
In order to provide you with a guaranteed cost estimate for your services, we must document and certify the technology
assets in your environment meets our minimum requirements. This certification process involves performing discovery
using various assessment tools that may be run within the network infrastructure to collect information,
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 imust have a currently licensed, up-to-date and vendor -supported server -based antivirus,
solution protecting Al servers, desktops, and inotebooks/Iaptops, smartphones and tablets.
• 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. (i.e. Windows 2003 Servers and Windows XP
need to be upgraded, etc.)
The Microdntegration Managed Services Support Contract will include:
• Pricing
• Listing of Supported Technology Assets
• Terms of Service
• Service Level Agreements
• Service Request Procedures
The Microintegration Managed Services required information will include:
• List of employees with contact information to be supported by this service
• Vendor contact list
• Server, application, network and infrastructure discovery details
• Supported assets fisting
Major services and components considered out of scope include:
Hardware Replacement
Managed IT Services provided by MicroIntegration are service -oriented. While the agreement covers maintenance and
troubleshooting of your hardware including the services to specify and procure replacements for failed hardware, it does
not cover the costs of replacement hardware itself.
Project Services
Project Services refers to work that adds or changes functionality of the organization's systems. This includes the addition
of, or migration to new hardware or software and major version number upgrades of software or operating systems.
Project Services also refers to network design, redesign, addition of new network devices as well as the addition of new
offices or locations. These items are out of scope of Managed Services and will require a Statement of Work. Managed!
Services clients will, however receive a Preferred Client hourly rate on all project work.
Legacy Hardware, Operating Systems and Applications
Products that are no longer supported by the original vendor are considered out -of -scope of Managed Services.
Hardware and software which has reach end -of -life and no longer receives vendor support may cause significant
problems to your environment, and must be replaced in a timely manner. Compliance issues concerning serviceability will
be discussed, and every effort will be made to work within your budgetary constraints. If Microintegration agrees to
include end -of -life equipment, a best effort approach will be made to resolve the issue. However, if problems persist the
Account Manager will generate a Statement of Work to continue attempting to resolve the issue on a Time and Materials
basis,
• ITASTOM,
Internet Services (ISP)
Cloud Services
Cloud Telephony
WAN Connectivity Services
Technology Consulting Services
Disaster Recovery Services
Data Center Services
Backup as a Service
Hardware & Software Procurement
Description
Recurring
Qty
Ext. Recurring
Managed Service -Workstation Support
$8,55
650
$5,557.50
Managed Service - Laptops / Tablets
$8.55
150
$1,282.50
Managed Service - User Support
$1 ,90
1124
$2,135.60
Level 1 VolP Support
$285.00
1
$285.00
NISIEM��
Recurring Subtotal $9,260.60
offl=
Description
Recurring_
Price
Qty
Ext. Recurring!
Ext. Price
Kaseya: Replacement Solution - N-Able RMM Too[
New RMM Set -Up (Fixed Fee)
$2.00
$10.00
$0.00
$2,375.00
650,
1
$1,300.00
$0,00
$0,00
$2,375.00
*Optional Recurring Subtotal $1,300.00
*Optional Subtotal $2,375.00
Prepared by:
Microintegration Inc.
Prepared for:
City of South Bend
Quote Information:
Quote #: 002616
Rob Dobson 227 W. Jefferson 12th Floor Version: 1
(574) 674-6777 ext. 6779 South Bend, IN 46601 Delivery Date: 01/10/2018
Fax (574) 256-6776 Dan O'Connor Expiration Date: 01/31/2018
rob.dobson@mjcrointegration.net (574) 245-6201
doconnor@southbendin.gov
Recurring Expenses Summary
Description Amount
Custom Desktop Management and Voice Solution Support $9,260.60
Recurring Total $9,260.60
Description Recurring One -Time
Optional Services $1,300,06 $2,375.00
Optional Subtotals $1,300,00 $2,375,00
Payment Options
Description Payments Interval Amount
Agreement Term
36 Month Agreement 36 Monthly T $9,260.60
Summary of Selected Payment Options
Description Amount
Agreement Term: 36 Month Agreement
Selected Recurring Payment $9,260.60
Total of Recurring Payments $333,381.60
Total of Payments $0.00
Taxes, shipping, handling and other fees may apply. We reserve the right to invoice all orders arising from actual pricing or other
errors,,
M icrol niteg ratio n Inc.
Signature: W Ck- Signature:
-) Public, vorkH
Name: Rob Dobson Name: Dan O'Connor
Director of Sales Title: rk- Lit
Title: CT
1
Date: 01/10/2018 Date:
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BOARD OF PUBLIC WORKS
AGENDA ITEM REVIEW REQUEST FORM
Date 1/9/18
Department Innovation &
Name Shawn Delahapty... Technology_
BPW Date 1/23/18 Phone Extension 6205
Legal Attorney Name McDaniels
Controller review is required for all Contracts $5,000.00 or more
Controller Z and greater than one year in length per the City Purchasing
Policy
Purchasing Z
LJ Agreement
H Contract
H Proposal L] Addendum
Z Professional Services
❑ Amendment
F-11 Bid Opening
❑ Bid Award
El Req. to Advertise ❑ Title Sheet
❑ Quote Opening
El Quote Award
F-1 Chg Order No.
[:1 C/O & PGA No,
Fj PCA
R
Ease./Encroach.
F-1 Traffic Control
0 Resolution
F-1
Other:
F-1
Claim
Company or Vendor Name
New Vendor
I kyi 1 0.1 : FITA 0.1 z 11113•TIV R 7 on
Project Name
Project Number
Funding Source
Account No.
Amount
Terms of Contract
Purpose/Description
Ll Yes Ll If Yes, Approved by Purchasing
F] No
F-1 MBE F-1 WBE F-1 Yes
Completed E-Verify Form Attached El
Tier 1 and 2 HeloDesk
IT'Or)erati
279-0672-415-36-04
$126,727.20 annually for 3 years plus a onetime fee of $2375
($382,556.60 total, paid annually)
3 annual Davments for a 3 vear aareement
Tier 1 and 2 Tech HelpDesk
I For Change Orders Only
Amount of El increase $
0 Decrease $
Previous Amount
Current Percent of Change:
New Amount
Total Percent of'Change: %
Time Extension:
Dispersal After Approval
Copy Original
® n Shawn Delahanty
F-1 F1
El El