RFP CLOSED- Managed IT Services Request #OITC001

Posted on by Kenji Martinez Posted in RFPs
  • Firm
    • Financial Firm located in Los Angeles Area
    • 10 employees
      • Employees are working remote and on premise
      • Client is growing and will be adding more employees
    • Seeking IT service provider to replace current provider by July 31, 2020
  • Environment
    • Windows 10 Professional workstations
      • Ex. Dell, Lenovo, MS Surface
    • No servers- all data is hosted on desktops or cloud-based applications
    • Network
      • Uses static IPs for firewall and phone system (PRI with VOIP module- to be replaced to VOIP by a different vendor)
    • Devices
      • Customer uses a networked all-in-one copier that is supported by the copier vendor.
      • WatchGuard FW
      • OpenMesh access point
      • Unmanaged POE switch (soon to be replaced with 24 port managed Ubiquity switch)
      • Adtran ISP provided modem
  • All proposals are to be sent to Kenji@OversightIT.com
  • All questions and final proposal are to be submitted with a subject line of “Managed Service Request- OITC001”
  • Vendors will be contacted via phone to schedule final interview via zoom or phone conference

** Response deadline July 10, 2020- Please respond to the following**

  1. Scope of Work
    • Client is requesting an MSP to handle application support requests (Tier 1-2) and if needed to work with application developer (MS, Adobe, LPL, Fidelity and more)
    • Hardware/software procurement
      1. Ex. MS Office 365 licensing, Dell premier
    • Vendor must provide a ticketing system and Remote Monitoring Manager (RMM) with client portal to audit and review ticket statuses and notes
    • Client uses a low volume of help desk requests but would like to have a support that is uncapped on support calls within regular business hours.
      1. Client must have a strict SLA adherence for executives and critical systems.  Please submit proposed SLAs and channels of escalation process
    • Hours of operation- 6 am to 5pm PST
      1. Vendor must provide support at minimum within the business operating hours
    • Anti-virus solution
    • Managed Firewall
      1. Adjusting configurations and managing incidents
    • Vendor Management/ Cooperation
      1. Must work with other vendors to provide engineering, open support tickets for applications (Microsoft Office Suite, Internet Provider and etc.) and communication service providers as well as hardware vendors for warranty repairs
    • Vendor will be required to attend specific audits regarding disaster recovery, incident response, standard operating procedures, policies and procedures and budgetary planning (IT road mapping).
      1. Audits are quarterly and annually.
    • Account Management will be an essential function to attend virtual and in office meetings
    • Vendor with Microsoft certified partnership
    • Please list all other partnerships (ex. PAX8, Ingram micro, MS, AWS)
  2. Firm Size and technicians
    • Please submit a list of technicians that will be accessing and managing the client’s environment
    • Please provide how many clients and total end users supported
  3. Past performance
    • Please submit up to 3 references of clients that meet at least one of the following criteria
      1. Size
      2. Industry
      3. Location (Greater LA Area)
  4. Proposed transition plan
    • Include lead time to transition
  5. Costs
    • Provide costs for help desk services
    • Provide costs for AV solution
    • Option with a per user cost if employees are added
  6. Scope of services
    • Matrix of clearly defined in and out of scope services
    • Out of scope rates must be listed
  7. Compliance and Security
    • Briefly describe the compliances you are regulated by or have attested to- ex. HIPAA, NIST, CMMC, FINRA
    • Please list any cybersecurity controls or methods your firm uses to ensure clients’ data and systems are secured.