Loading...
HomeMy WebLinkAboutResolution No. R25-75 RESOLUTION NO. R25-75 A RESOLUTION AUTHORIZING THE MAYOR TO EXECUTE AN AGREEMENT WITH MORRISON-MAIERLE SYSTEMS TECHNOLOGY CONSULTANTS FOR MANAGED NETWORK SERVICES. BE IT RESOLVED by the City Council of the City of Laurel, Montana, Section 1: Approval. The Managed Service Agreement (hereinafter"the Agreement") by and between the City of Laurel (hereinafter "the City") and Morrison-Maierle Systems Technology Consultants, a copy attached hereto and incorporated herein, is hereby approved. Section 2: Execution. The Mayor is hereby given authority to execute the Agreement on behalf of the City. Introduced at a regular meeting of the City Council on the 261h day of August, 2025, by Council Member Mackay. PASSED and APPROVED by the City Council of the City of Laurel the 26th day of August, 2025. APPROVED by the Mayor the 26th day of August, 2025. IIIF� CITY OF LAUR .\11 0 F.14, o'• 'S�A�, Dave Waggoner, M y r ATTEST: '%,FC0UN� ll ec , erk-Treasurer APPRO AS TO FORM: � Michele L. Braukmann, Civil City Attorney R25-75 Approve Managed Services IT Agreement � 1. s ems _ Technology Consultants www.getsystems.net LE We have prepared a quote for you OMNI Managed IT Services Renewal Quote#005919 Version 1 Prepared for: City of Laurel Kelly Strecker kstrecker@laurel.mt.gov ste ms Phone: 41. EmSyEmail.- tmcgrail@getsystems.net Technology Consultants .- Wednesday, August 13, 2025 City of Laurel Kelly Strecker PO Box 10 Billings, MT 59044 kstrecker@laurel.mt.gov Dear Kelly, Morrison-Mai erle Systems Technology Consultants (Systems) is pleased to submit the following proposal for Managed Network Services for City of Laurel. We promise to turn technology challenges into technology solutions through relationship driven support and our tailored solutions for the management of your network. Our professional scope ranges from small 4-5 employee businesses to large 150 employees firms relying on Systems for 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 resulting in greater retention of staff whom are satisfied by their network experience at [QuotedToCustomer.AccountName]. 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 Billings-Systems - o - 406 ■ ■ s ems . . . ._ _ Technology Consultants .- `■ Managed Services This Managed Service Agreement is made this date, by and between City of Laurel (Client), and Morrison-Maierle Systems Technology Consultants (Systems). Systems Difference in IT Maintenance Continuous Monitoring of your Network Monitoring is "the difference" vs. set it and forget it IT management. Systems will provide remote 24/7/365 monitoring for 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-Spyware software and management • Server/ Desktop performance monitoring • Anti-Malware software and management • Operating system updates • Third party software updates (Java, Adobe, etc.) • Scheduled preventative maintenance • License and asset management (server) • Availability monitoring • Internet security application Hardware Prerequisites • Workstations and servers must be running Windows 10 Pro or better. Older workstations or operating systems will not be covered under this agreement but can be supported on a time and material basis. • Further,Systems will not offer disaster recovery at no additional fee if workstations are not at the minimum standard as this present a know vulnerability that is not manageable. • City of Laurel must have a high-speed internet connection. Omni Fully Managed Monitored Items Systems "OMNI" services to be included in ongoing support agreement for City of Laurel Administration and Conditions Ongoing: Anti-Virus status Backup status Helpdesk ticketing open/close 9 0 -:W 6 0 �..- mmSystems Phone 406.237.1212 Email: Imcg,aillc_l,elsyslems,nel - Technology Consultants .- Network security summary Patching status Server performance status Server warranty status Services availability status Status of devices under management Third party license coordination Unlimited helpdesk support Unlimited remote support vCIO functions Vulnerable application status Monthl : Scheduled reports As needed: Document software and hardware changes IT budget support/ planning Presence at board meetings Project management for all technology related projects Workstations Ongoing: Advanced performance monitoring Alert client to dangerous conditions Hard drive running out of disk space Hard drive showing sign of failure Memory running low Network cards report unusual collision activity Heat threats Weekl : Patching management of Microsoft critical and security updates Managed Anti-Virus/definition updates/scheduled scans Monthly: Scheduled preventative maintenance As needed: Reboot PC 0 0 -. 11.• ..- Phone -0• ■ ■ s ems . . . ._ _ Technology Consultants .- Backup / Disaster Recovery Ongoing: Network Operation Center(NOC) monitor backup status Data restore as needed with NO ADDITIONAL COST Unlimited data Weekly: Manually verify backup status Quarterly: Random file test restore for backup integrity As needed: Remediation of failed backups Servers Ongoing: 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: s ems.. _ Technology Consultants - Scheduled preventative maintenance Managed patch/Microsoft critical and security updates Quarterly: Test restores As needed: Data restore Reboot servers Remediation of failed backups Network / Security Ongoing: Coordinate 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 internet security Phone specific-time outside of basic 2-hour troubleshooting will be billed at the the current discounted rate Router management and maintenance Security/access management Switch monitoring Troubleshooting and problem resolution Vendor third party support-time outside of basic 2-hour troubleshooting will be billed at the current discounted rate Video camera system -time outside of basic 2-hour troubleshooting will be billed at the current discounted rate Wi-Fi management Quarterly: Network 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 . . Systems Phone . . ._ Technology Consultants - •• PRIORITY 2 PRIORITY 3 ■ ■ ■• F DVartmgntsorlarbc groups of One user or asmakgroupo SLA RESPONSE TINE us.-r5 are affK'Lwj users is affected _ Criticat-Majorbusiness Departments or Large groups of Critical-Major business 1hours processes are stopped users are affected processes ere stopped Business is degraded,but there Business Is degraded,but there is Business is degraded,but there 2 hours MEDIUM ISVEL 2 Is a reasonable workaround a reasonable workaround is a reasons Meworkafound More of an irritation than a Moreaf an Irritation than a More of an irritation than a 6 hours LOW—LEVEL3 stoppage stoppage stoppage 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. Progress Setup Definitions. User Impact New New ticket; no action taken Clock running In Progress Ticket open; actions Wkert fummF1 Waiting Customer Ticket open; waiting tir customer input response Clock paused Waiting Third Party Ticket open, waiting br%ender inputtresponse Clbck pauses Resolved/Closed Ticket resolvredfclosed Clock 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 0 0 -Est o 0 ■ ■ ■ Syste ms Phone. 406 Technology Consultants .- 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 Assumptions 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 Service, (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 0 0 -.11•0 • 0 M 0 -.. NNSYs ems Phone: - �� Email: tmcgrail@getsystems.net Technology Cansultants - 1. Monthly end user security testing and training provides employees with a monthly 2-minute IT training video keeping security at the forefront. 2. Also included are monthly phishing simulations effectively testing employee security awareness and susceptibility to social engineering tactics. Kev Features: Template Library: . Predesigned Template • Customizable Templates Benefits to your busienss: • Increased Cyber Security— Measurable results with easy to read reporting • 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. Kev Features: Inbound Email Security: • 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 • 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. Email Impersonation Protection Systems Phone . . ._ _ Technology Consultants - Email Impersonation Protection Automatically detect and prevent impersonation, business email compromise, and other targeted attacks. Al engine learns your organization's unique communication patterns and leverages these patterns to identify anomalies and prevent social-engineering attacks in real time. Stop phishing attacks used to harvest credentials for account takeover. Our Al detects anomalous email behavior and alerts IT,then finds and removes all fraud emails sent from compromised accounts. Key Feature Al for Real-Time Protection Deployment and Availability Domain Fraud Protection • Stops spear phishing attacks in real time • Uses artificial intelligence to learn each of your unique communications patterns — Maps social networks inside the organization to understand typical communications patterns — Identifies anomalies in metadata and content • Real-time notification — Quarantines messages automatically—Alerts MSPs and users —Visability into historical and internal communications • Comprehensive protection against personalized attacks, commonly known as spear phishing, business email compromise (BEC), whaling, impersonation attempts, and/ or CEO fraud Service Descriptions 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. Holiday Emergency support Support requests on holidays, defined as New Year's Day, Memorial Day, Independence Day, Labor Day,Thanksgiving, the Day after Thanksgiving, Christmas and Christmas Eve will be charged at 1 112 times 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. ste s Phone: 406 Y Email: . . . ._ _ Technology Consultants .- Service outside 50 mile radius Travel to out-of-town locations, 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 be included under OMNI Managed Service Agreements if an updated 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 a 30 day written notice. Disclaimer of Data Storage Location Any and all client information stored by Systems and maintained with data centers inside the United States of America. Quote Expiration This proposal may be withdrawn if not accepted within 90 days from the Systems signature date Monthly Services Description Qty Ext. Recurring Fully Managed Workstation 62 This is up from 50 on the last renewal, added 11 from last agreement. Reviewed with John Roberts on 8-1-25 See accompanying hardware inventory report No Sentinel One AV as that is provided by the State under a grant at this time Fully Managed Server VM 2 Same as last renewal, no change, again no Sentinel One AV Fully Managed Server Physical Host 2 Removed on host LPDServer, down one server from last agreement 0 0 of . 0 Syste ms Phone: 406 . . ._ _ Technology Consultants - Monthly Services Description R- • Qty Ext. Recurring Managed Backup 1 All 4 Servers, down one host server from last agreement One PC on PD side Virtual Private Network Licenses 11 Same as last agreement, no change Fire Wall as a Service (24 month commitment outside of this 6 agreement) Listed below are the NEW or EXISTING devices: Existing Sewer,Water,911, Fire, City office, Shop Same as last renewal, no changes Barracuda Premium Plus Complete Protection 85 Reviewed 8-1-25 with John Roberts, confirmed 85 active seats Social Engineering End User Testing 76 Reviewed with John Roberts 8-1-25 for active user seats only 76 on this agreement vs 71 from last agreement Email Impersonation Protection 85 Recommended new Security service, see report for what would have been blocked Risk Management Vulnerability Scan with Remediation of Events 1 Continued service, no change Duo Multi-factor Service 25 Continued service for PD, no change Monthly Subtotal: $5,765.00 s emsPhone: 406.237.1212 ■■ - Technology Consultants - Onboarding Description On boarding for impersonation protection. $135.00 2 $270.00 Impersonation protection Subtotal; $270.00 Systems Technology Consultants - OMNI Managed IT Services Renewal Prepared by: Prepared for: Quote Information: Billings -Systems City of Laurel Quote#: 005919 �' Thad McGrail PO Box 10 Version: 1 ��� 406.237.1211 Billings, MT 59044 Delivery Date: 08/13/2025 tmcgrail@getsystems.net Kelly Strecker Expiration Date: 09/28/2025 t - (406) 628-7431 kstrecker@laurel.mt.gov Quote Summary Description Onboarding $270.00 Total: $270.00 Monthly Expenses Summary Description Monthly Services $5,765.00 Monthly Total: $5,765.00 Payment Options Description Payments Interval AmouhF, Term Options 12 Monthly $5,765.00 Commitment of Acceptance 1 One-Time $270.00 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 that would be classified as a project and any parts required (i.e. software or hardware)to keep the network working or upgraded is not covered under this agreement and will be billable. Unless otherwise noted, adding devices not present and covered at the signing of this agreement or replacing existing devices 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 implement our services. This agreement assumes the successful cooperation of the current network affiliated companies such as but not limited to, managed services provider, internet service provider, web service provider, third party practice, or software provider(s). Should Systems encounter uncooperative affiliate engagement that hinders or delays a timely onboarding of services, Systems will notify the client to contact the affiliate to encourage engagement. Following the client contact should the affiliate continue to hinder or delay onboarding the client may incur additional billable time for onboarding. This agreement assumes that the network endpoints have been maintained to an "up-to-date" standard regarding patching and updates for all operating systems and standard and critical security updates. Should Systems need to perform more than a basic update to the endpoint operations systems this will be billable time towards the onboarding project. Systems . . . ._ _ Technology Consultants .- This Agreement is effective for 12 months following onboarding. Prior to the expiration of the initial term or any Renewal Term, a Systems account manager will reach out to discuss renewal options. If no response is received from the client after 30 days, this agreement will be automatically adjusted to reflect new user counts, device counts, and pricing followed by an automatic annual increase of 6%. Following the 12 months, or in instances of significant change, either party can seek to negotiate a potential rate adjustment. Either party can terminate this agreement with 30 days'written notice. 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 Signature: 'f—��- Signature: Name: Thad McGrail Name: Kelly Strecker Title: Sales and Marketing Manager Initials: ks Date: 08/13/2025 Date: 8/13/2025 8:10:59 AM IP Address: 174.45.215.226 Email Address: kstrecker@laurel.mt.gov PO Number: Kelly 0 M EM67=16107AN �: ��