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HomeMy WebLinkAboutResolution No. R24-78BE IT RESOLVED by the City Council of the City of Laurel, Montana, Section 1: Approval. The Contract with Morrison-Maierle Systems Technology Consultants, for Managed Network Services (hereinafter "Managed Network Services Quote"), a copy attached hereto and incorporated herein, is hereby approved. Section 2: Execution. The Mayor is hereby given authority to approve and accept the Managed Network Services Quote on behalf of the City. Introduced at a regular meeting of the City Council on the 27th day of August, 2024, by Council Member Mackay. PASSED and APPROVED by the City Council of the City of Laurel the 27th day of August, 2024. APPROVED by the Mayor the 27"' day of August, 2024. ATTEST: St er—,Clerk-Treasurer, APPROVED AS TO FORM: A Michele L. Braukmann, Civil City Attorney CITY OF LA U Dave Waggoner, Major[ R24-78 Approve and Accept MM Quote for Managed Network Services II I I AM nave prepared a iquote forwou Quote # 004924 Version 2 � a UTOTIMMM "0 CCS Kelly Strecker kstrecker@laurel.mt.gov Monday, August 05, 2024 City ofLaurel Kelly Strecker P[)Box 10 Billings, MT 59044 Dear Kelly, Morrison-Maierle Systems Technology Consultants (Systems) is pleased to submit the following proposal for Managed Network Services for City ofLaurel. Systems has provided information technology solutions to the market since 1982. We specialize in educating you in the options available to ease your business concerns in the 21 st century. Our professional scope ranges from architecture, design and support of networks, to engineering and implementation of local and wide area network solutions. By managing all of your technical and third party software solutions, you will enjoy a more productive and business focused environment giving way togreater retention ofstaff. Thank you for taking the time to discover the Morrison-Maierle Systems Technology Consultants difference, and we look forward to working with you. Thad McGrail Sales and Marketing Manager BiUinQa-Gyeterno IE BnaneMServices ___ K8 This Managed Service Agreement is made this dote, by and between City of Laurel (Client), and Morrison-Maieda Systems Technology Consultants (Systems). Systems Difference in IT Maintenance Continuous Monitoring of Network Systems will provide remote 24/7/365 monitoring of the health and performance of workstations and/or servers to detect and then rectify IT issues before they become critical. City of Laurel can choose to be notified of significant events. Monitoring includes but is not limited to: • Backup monitoring • RAID status • Anti-3pywonasoftware and management ° Server / Desktop performance monitoring ° Anti'Me|wavasoftware and management ° Operating system updates ° Third party software updates Uove'Adobe, etc.> ° Scheduled preventative maintenance • License and asset management (san/er) " Availability monitoring p Internet security application � Workstations and servers must berunning Windows 10Pro prbetter. Older workstations oroperating systems will not be covered under this agreement but Gan be supported on a time and material basis. City of Laurel must have a high-speed internet connection. ME, MTENNIN1W Systems "OMN|"serilces to bmMCYudedinongoing support agreement for City mf Laurel ° Anti -Virus status = Backup status • Helpdesk ticketing open/close ° Network security summary ° Patching status ° Server performance status * Server warranty status ° Services availability status w Status ofdevices under management " Third party license coordination ° Unlimited helpdesk support " Unlimited remote support m vC|OfunoUonm m Vulnerable application status ,, Scheduled reports EtWOM �� ° Document software and hardware changes * |Tbudget support /planning w Presence atboard meetings • Project management for all technology related projects ERVEMBW • Advanced performance monitoring w Alert client todangerous conditions • Hard drive running out ofdisk space m Hard drive showing sign of failure ° Memory running low • Network cards report unusual collision activity ° Patching management ofMicrosoft critical and security updates • Managed Anti -Virus / definition updates / scheduled scans ° Scheduled preventative maintenance As needed: * Reboot PC Backup / Disaster Recove " NOC monitor backup status " Data restore ao needed with NC>ADDITIONAL COST * Manually verify backup status • Random file test restore for backup integrity • Remediation of failed backups Servers • 30 -day retention • Active directory management • Advanced performance monitoring • Alert client to dangerous conditions • Backup / Disaster recovery • Controllers losing interrupts • DNS / DHCP management and maintenance • Hard drive running out of disk space • Hard drive showing sign of failure • Key application maintenance • License & Asset management • Memory running low • Monitor backup status • Monitor hard drive free space on server • Network cards report unusual collision activity • Virtual host management and maintenance Weekly: • Managed Anti -Virus / definition updates / scheduled scans • Manually verify backup status Monthly: • Scheduled preventative maintenance • Managed patch/Microsoft critical and security updates Quarterly: • Test restores 6c naorlcrl' • Data restore • Reboot servers • Remediation of failed backups °Comdinate support for other enterprise software with third -party vendors * Firewall management and maintenance • General management ° Installation and configuration of updates and maintenance/security releases ^ Manage e-mail security • Manage intennetsecurity ° Phone specific - time outside of basic 2 -hour troubleshooting will be billed at the the current discounted rate • Router management and maintenance w Security / access management w Switch monitoring * Troubleshooting and problem resolution m Vendor third party support p Video camera system - time outside of basic 2 -hour troubleshooting. will be billed at the current discounted rate * VVi-Fimanagonnent vNetwork health review As needed: ° Performance monitoring / capacity planning • Routine renewal and replacement of existing systems OMNI Service Level Agreement (SLA) Support Tiers The following details and describes our Support Tier level: Response and Resolution Times In the service desk, all tickets are recorded and assigned a priority level. Within the agreement, the service provider will specify the response times and remediation times for each priority level. The following table describes the steps of ticket progression as well as how the time is measured. For example: when a new ticket is submitted, the clock starts running and continues to run while the work is in progress. However, if an analyst is waiting for input or delivery from the customer or a third party, the clock will be paused. It is only when the ticket is completed and closed that the clock is stopped. Support Options In the unlikely event City of Laurel has a problem with a workstation or a server, and Systems has not already attempted to notify you, City of Laurel should contact Systems. Phone support using our Help Desk is the clients' first and best contact option. If the issue cannot be resolved with phone and remote support, an engineer will be dispatched to the site. Most Help Desk requests can be answered and resolved remotely. All incidents, whether called in or reported via the ticket system, will be submitted as tickets and available for tracking all the way from first report to final resolution. Systems will respond to City of Laurel service tickets in accordance with this agreement as outlined above, and with best effort after hours or on holidays. Service tickets may be opened by any employee, contact person, or by email to our Help Desk (helpdesk@getsystems.net), Help Desk Client Portal (helpdesk.getsystems.net) or by phone (866.401.4846). Each call made to the Systems' Help Desk will be assigned a service ticket number for tracking. Our escalation process is detailed in this agreement and specific to the client. NOTE: Calls or emails directly sent or made to technicians will NOT be held to the standards of this agreement or any other response times expressed or implied. Items excluded and billed outside of this agreement ® Costs of hardware and software purchased in the context of this proposal and ongoing updates and upgrades • Software licensing and support costs • Third -party service/maintenance costs ® Projects outside standard maintenance and management of existing systems • Formal technical training • City of Laurel will maintain support agreements with all third -party vendors • City of Laurel will supply clean and safe office space and work space for Systems technicians • Systems will be consulted in all IT related discussions and decisions including planning, purchasing and budgeting * Systems staff will be added to all third -party vendor authorized support contact. Software, Hardware, ISP, Phone, Security Systems, etc... Firewall as a SenAce, (FWaaS) Morrison-Maierle Systems' (Systems) Firewall as a Service (FWaaS) provides businesses with a layer of network security that complements existing antivirus software while strengthening your network security. This service will improve network security by establishing a barrier between your internal network and the internet. • Every FWaaS appliance comes with the SonicWall solution which combines the hardware, licensing and all the services needed for comprehensive network protection from a wide range of network threats—including viruses, spyware, worms, Trojans, and keyloggers. Each device includes Capture Advanced Threat Protection, which revolutionizes detection and sandboxing with a multi -engine approach, to stopping unknown and zero -day attacks at the gateway with automated remediation. ® Systems' FWaaS helps protect against hardware obsolescence as well. This service allows for replacement of the firewall appliance at end of life, or if necessary, to ensure our clients have up to date protection. ® As part of this agreement, Systems will fully maintain and manage the appliance, keeping the firmware and virus definitions up to date. ® FWaaS requires a 24 month commitment outside of our Managed Services Agreement (MSA). Should the client decide to cancel this MSA, the client will be responsible for buying out the remainder of the 24 month commitment. Cyberaware End User Security Testing and Training End User Security Testing and Training provides employees with a monthly 2 -minute IT training video keeping security at the forefront. Also included are monthly phishing simulations effectively testing employee security awareness and susceptibility to social engineering tactics. ey eatures: Template Library: a Predesigned Templates ® Customizable Templates x ® Webpage cloning for flexible test scenarios configuration • Completion message and webpage redirection • Comprehensive and robust reporting to address security issues • Increased Security — Quantifiable and measurable results to identify and track improvement ® Visibility — Monthly comprehensive reporting to understand and address security weaknesses • Demonstrated Responsibility — Visible proof of steps taken to address current threats such as social engineering ® Improved Training Retention — Real experience simulations and training to help employees understand and become more security conscious ® Reduced Training Cost — Pinpointing susceptible employees (via Repeat Failures Report) for additional training without the cost and burden to other employees Managed Email Security Quickly filters and sanitizes email -borne threats from every email before delivery to your mail server. This technology utilizes virus scanning, spam scoring, real-time intent analysis, URL link protection, reputation checks, and various other techniques. We provide you with the best possible level of protection for your business. Our global 24/7 threat operations center continuously monitors the internet for new threats across all attack vectors feeding this intelligence into Essential's filtering technology. ev Features: Inbound Email Securit ® Advanced Threat Protection - Combines behavioral, heuristic, and sandboxing technologies to protect against instantaneous and targeted attacks. Email attachments are automatically scanned detonating suspicious attachments in a sandbox environment to observe behavior a Anti-Phishing Protection - Integrates anti -fraud intelligence, domain name validation, along with behavioral and heuristic detection to combat phishing attacks and sender spoofing (i.e., spammers spoofing valid email addresses) ® Malware Protection - Leverages the cloud for dynamic, real-time threat analysis, attachment sandboxing, and URL protection to prevent email users from being affected • Link Protection — Automatically rewrites URLs containing malicious code that can be invisibly downloaded to trigger a widespread attack. The rewrite allows Email Essentials to sandbox the request at click time blocking the malicious links. Support and Escalation After Hours Support: 406-237-1281 Systems will respond to Client's Trouble Tickets in accordance with client SLA, and with best effort after hours or on holidays. Trouble Tickets must be opened by Client's designated I.T. Contact Person, by email to our Help Desk (helpdesk@getsystems.net), Help Desk Client portal (helpdesk.getsystems.net) or by phone (866.401.4846) to our Help Desk. Each call made to the Systems' help desk will be assigned a Trouble Ticket number for tracking. Our escalation process is detailed in the client SLA. NOTE: Calls or emails directly sent or made to technicians will NOT be held to the standards of the client SLA or any other response times expressed or implied. Service outside Normal Working Hours Emergency services performed outside of the hours of 8:00 am — 5:00 pm Monday through Friday, excluding holidays, and previously scheduled services shall be addressed as best effort and will not be subject to SLA response times. Client shall be provided with contact information for after-hours support and will typically require leaving a message and waiting for a call back. Support requests onholidays, defined asNew Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, the Day after Thanksgiving, Christmas and Christmas Eve will be charged at the current discounted rate and shall be addressed as best effort and will not be subject to SLA response times. Client shall be provided with contact information for Holiday support and will typically require leaving a message and waiting for a call back. Travel to out-of-town locoUono, defined as more than 50 miles one way from the closest Systems office, will be billed for travel at the rate of $1.00 per mile each way. Distance will be calculated from the closest Systems office. Assumptions 3rd party database software to be managed by others. If Systems works with 3rd party support on behalf of the Client, the current discounted hourly rate will be billed. 3rd party support will beincluded under OMNI Managed Service Agreements ifanupdated service agreement is in place for the 3rd party vendor. ( Support for 3rd party inclusion is subject to Systems discretion and exclusions will be added as amendment(s) as needed). Termination of the Agreement This agreement may be terminated by either party with a30day written notice. Disclaimer of Data Storage Location Any and all client information stored bv Systems and maintained with data centers inside the United States of America. Quote Expiration This proposal may bewithdrawn ifnot accepted within 9Odays from the Systems signature date Monthly Services following Onboarding (if applicable) Virtual Private Network Licenses Existing Service up from 15 seats from last agreement 10 at city office 1 at water plant Removing 10 at LPD as they have netmotion now Vulnerability Scan with Remediation of events Existing Service no changes Fully Managed Workstation Up from 43 from last agreement Fully Managed Server VM Same count from last agreement I Laserfiche Oul-OKIII-01, 0=6 I I Fully Managed Server Physical Host I Laurel- DC I LPD- Server Managed Backup All four Servers and Lyndy PC Duo Multi -factor Service Duo Seats for PD same number of seats from last agreement 11 i 50 K VA 1 RR Monthly Services following Onboarding (if applicable) FWaaS Listed below are the NEW or EXISTIV.G devices: I TZ300's Sewer, Water, 911, Fire, City office, Shop Systems will be upgrading these to NEW TZ 370 series devices with advanced security license as the TZ300 series is end of life. This as a service agreement will require a 24 -month commitment if ordering or upgrading a firewall. Should the client cancel the MSA they will still be responsible for the remaining lease term of the firewall(s). Expense for this item varies based on the type of appliance. Premium Plus Email Security Included Cloud to Cloud Backup for services such as IVIS 0365 I Up from 81 on last agreement Social Engineering End User Testing Down form last agreement which had 81 seats M 83 a I Monthly Subtotal: $4,732.001 Onboarding — New Services Installation Onboarding for upgrading 6 firewalls Upgrading all 6 firewalls to NEW TZ370 series $135.001 12 $1,620.00 Subtotal: $1,620.00 Billings - Systems Thad McGrail 406.237.1211 tmcgrail@getsystems.net Quote Summary PO Box 10 Billings, MT 59044 Kelly Strecker (406) 628-7431 kstrecker@laurel.mt.gov Quote Information: Version: 2 Delivery Date: 08/05/2024 Expiration Date: 08/30/2024 Monthly Expenses Summary Labor hours spent on the network, PCs or servers other than covered maintenance tasks (updates for Microsoft, Adobe, Java, Antivirus, etc.) are considered billable. Maintenance classified as a project, as well as, any parts required (i.e. software or hardware) to either keep the network working or upgraded are not covered. Adding devices not present and covered at the signing of this agreement or the replacement of existing devices unless otherwise noted will be billed at the current managed services rate. Upon receiving this commitment, Systems agrees to schedule staff and negotiate a suitable start date to begin the implementation of our services. Termination of this agreement can be made by either party with a 30 day written notice. This Agreement is effective for a 12 month period following on -boarding (if applicable). At that time, if no renewal is negotiated, your account will be automatically adjusted to reflect new user counts and pricing with an automatic increase of 6% after user count adjustments. Following the 12 month period, or in instances of significant change, either party can seek to negotiate a potential rate adjustment. In agreeing to partner with Systems, the Client acknowledges that project scope, deliverables, continuous management and the methodology outlined in this proposal are satisfactory; and agrees to accept ongoing support costs as specified herein. The terms and conditions of this Agreement are confidential between the parties and shall not be disclosed to anyone else unless necessary to effectuate its terms. By entering my initials below, I am confirming I am in fact the signor and authorizing party. I have read and agree to the services, equipment, and supplies provided in this Quote. My initials are to serve as my signature in accordance with the Date, Time, and IP Address stamps digitally documented below. Billings - Systems City of Laurel