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Charter Township of Shelby, Michigan

Technology Support ServicesRequest for Proposal

September 24, 2012

Issued by:Charter Township of ShelbyAttention: Mr. Stanley Grot52700 Van DykeShelby Township, MI 48316

Charter Township of ShelbyTechnology Sourcing RFP

Charter Township of ShelbyTechnology Sourcing Request for Proposal

TABLE OF CONTENTS

Page1. INTRODUCTION.........................................................................................................................................................5

1.1 Intent.....................................................................................................................................................................51.2 Deadline for Proposals.........................................................................................................................................51.3 Requirements for Signing Proposal......................................................................................................................51.4 Preparation of Proposals.......................................................................................................................................61.5 Proposal Format Bidder Response Forms............................................................................................................61.6 Consideration of Proposals...................................................................................................................................61.7 Basis for Award....................................................................................................................................................61.8 Award of Contract................................................................................................................................................61.9 Intent to Propose...................................................................................................................................................71.10 Pre-Bid Meeting...................................................................................................................................................71.11 RFP Clarifications................................................................................................................................................71.12 RFP Addendum....................................................................................................................................................71.13 Advice of Omission or Misstatement...................................................................................................................81.14 Bonding Requirements.........................................................................................................................................81.15 Individual Sections...............................................................................................................................................81.16 Confidential Information......................................................................................................................................81.17 Confidentiality Statement.....................................................................................................................................81.18 Tax Exempt State.................................................................................................................................................91.19 Reserved Rights....................................................................................................................................................91.20 Advertising...........................................................................................................................................................91.21 Trademarks...........................................................................................................................................................91.22 Right to Request Additional Information.............................................................................................................91.23 Right of Refusal....................................................................................................................................................91.24 Proposal Preparation Costs...................................................................................................................................91.25 Pricing Eligibility Period......................................................................................................................................91.26 Additional Charges.............................................................................................................................................101.27 Purchase Quantities............................................................................................................................................101.28 Rights to Pertinent Materials..............................................................................................................................101.29 Insurance Requirements.....................................................................................................................................10

2. STATEMENT OF WORK...........................................................................................................................................112.1 Township Background........................................................................................................................................112.2 Current IT Support Structure..............................................................................................................................112.3 Current Technical Environment.........................................................................................................................122.4 Qualifications.....................................................................................................................................................162.5 Staffing Expectations..........................................................................................................................................162.6 Transition Plan....................................................................................................................................................172.7 Termination Assistance Plan..............................................................................................................................172.8 Scope of Services...............................................................................................................................................17

2.8.1 Technology Administration...........................................................................................................................182.8.1.1 Overall Administration..........................................................................................................................182.8.1.2 Technology Advancement.....................................................................................................................202.8.1.3 Budgeting..............................................................................................................................................212.8.1.4 Documentation......................................................................................................................................222.8.1.5 Reporting...............................................................................................................................................232.8.1.6 Systems Management............................................................................................................................24


2.8.1.7 Security Procedures...............................................................................................................................252.8.1.8 System Recovery...................................................................................................................................26

2.8.2 Data Center....................................................................................................................................................272.8.2.1 Data Center Management......................................................................................................................272.8.2.2 Data Backup..........................................................................................................................................28

2.8.3 Network Services...........................................................................................................................................292.8.3.1 LAN-WAN Administration and Support..............................................................................................292.8.3.2 Network Security...................................................................................................................................31

2.8.4 Business Application Software......................................................................................................................322.8.5 Web Services..................................................................................................................................................342.8.6 Help Desk.......................................................................................................................................................352.8.7 User Support Services....................................................................................................................................372.8.8 Telecommunications......................................................................................................................................382.8.9 Cabling...........................................................................................................................................................40

2.9 Scope of Services Compliance Checklist...........................................................................................................412.10 Service Level Requirements...............................................................................................................................43

3. MINIMAL CONTRACT TERMS & CONDITIONS.................................................................................................463.1 General Conditions.............................................................................................................................................463.2 Insurance.............................................................................................................................................................483.3 Entire Agreement Clause....................................................................................................................................493.4 Identification of Parties to the Agreement Clause..............................................................................................493.5 Agreement Extension and Modification Clause.................................................................................................503.6 Term and Termination Clause............................................................................................................................503.7 Applicable and Governing Law Clause..............................................................................................................503.8 Freedom of Information Act...............................................................................................................................513.9 Confidentiality....................................................................................................................................................513.10 Notices Clause....................................................................................................................................................513.11 Survival Clause...................................................................................................................................................523.12 Force Majeure Clause.........................................................................................................................................52

3.12.1 Force Majeure Requisites..........................................................................................................................523.12.2 120 Day Maximum....................................................................................................................................523.12.3 Right of Cancellation.................................................................................................................................53

3.13 Incorporation by Reference................................................................................................................................533.14 Patents, Copyrights, and Proprietary Rights Indemnification............................................................................533.15 Nondiscrimination by Vendors or Agents of Vendor.........................................................................................543.16 Subcontractors....................................................................................................................................................543.17 Effect of Regulation...........................................................................................................................................543.18 Control of Sub-Contractor, Project Team and Project Manager Designation....................................................553.19 Assignments.......................................................................................................................................................553.20 Vendor as Independent Contractor.....................................................................................................................553.21 Standard Forms and Contracts............................................................................................................................553.22 Advertisement.....................................................................................................................................................563.23 Non-Performance Escalation Procedures...........................................................................................................563.24 Legal Jurisdiction...............................................................................................................................................563.25 Non-Collusion....................................................................................................................................................563.26 Payment Terms...................................................................................................................................................573.27 Billing Disputes..................................................................................................................................................573.28 Incidental Expenses............................................................................................................................................573.29 Fee Increases......................................................................................................................................................573.30 Termination of Services.....................................................................................................................................583.31 Asset Transfer.....................................................................................................................................................583.32 Equal Opportunity Employment / Nondiscrimination Policy............................................................................583.33 Minimal Contract Terms & Conditions Compliance Checklist.........................................................................60

4. VENDOR RESPONSE FORMS.................................................................................................................................634.1 Vendor Profile....................................................................................................................................................63


4.2 Staffing Qualifications........................................................................................................................................644.3 Vendor Questionnaire.........................................................................................................................................66

4.3.1 Narrative.........................................................................................................................................................664.3.2 Prior Experience.............................................................................................................................................664.3.3 Organization Staffing.....................................................................................................................................674.3.4 Transition Plan...............................................................................................................................................674.3.5 Equipment......................................................................................................................................................684.3.6 Operating Procedures.....................................................................................................................................684.3.7 Workflows......................................................................................................................................................694.3.8 Additional Information..................................................................................................................................70

4.4 Pricing.................................................................................................................................................................714.5 Subcontractors & References.............................................................................................................................72

4.5.1 Subcontractors................................................................................................................................................724.5.2 References......................................................................................................................................................73


1. INTRODUCTION

The Charter Township of Shelby, MI, with the assistance of Plante Moran, PLLC, has issued this Request for Proposal to acquire the services of a Technology Support Services company to provide a variety of technology support services to the Township. The award from this solicitation will be a three-year base contract with an optional fourth year.

The remainder of this document provides supporting detail outlining the current computing and IT staff support structure at the Township in addition to the services required by an outside provider.

1.1 Intent

It is the intent of the Charter Township of Shelby (“the Township”), through this Request For Proposal and contract conditions contained herein, to establish to the greatest possible extent complete clarity regarding the requirements of both parties to the Agreement resulting from the Request For Proposal.

Before submitting a proposal, the vendor shall be thoroughly familiarized with all contract conditions referred to in this document and any addenda issued before the proposal submission date. Such addenda shall form a part of the RFP and shall be made a part of the contract. It shall be the vendor's responsibility to ascertain that the proposal includes all addenda issued prior to the proposal submission date.

The vendor shall determine by personal examination and by such other means as may be preferred the actual conditions and requirements under which the Agreement must be performed.

1.2 Deadline for Proposals

One (1) original and five (5) copies of the vendor's proposal must be submitted by 2:00 p.m., E.S.T., Friday, October 5, 2012 to Charter Township of Shelby, Attention: Mr. Stanley Grot, 52700 Van Dyke, Shelby Township, MI 48316. All proposals must contain the wording: Proposal Response – Technology Sourcing RFP on the package.

Proposals received after the deadline will not be accepted. Proposals may not be delivered via facsimile or e-mail.

Additionally, vendors must send one electronic copy of the complete vendor proposal response on a USB flash drive.

1.3 Requirements for Signing Proposal

Each proposer, by making a proposal, represents that this document has been read and is fully understood. The proposal must be signed in ink by an individual authorized to legally bind the person, partnership, company, or corporation submitting the proposal. All manual signatures must have the name typed directly under the line of the signature.


1.4 Preparation of Proposals

Proposals shall be prepared in accordance with the Proposal Response Format, Section 3. Proposals not complying with this format may be considered non-responsive and may be removed from consideration on this basis.

1.5 Proposal Format Bidder Response Forms

Supplied with the RFP are Bidder Response Forms. These forms provide the format for the response and must be completed and submitted for your base bid proposal to be considered. Exceptions to specifications shall be noted here. Add/Alternate designs may be quoted separately as an attachment.

1.6 Consideration of Proposals

In cases where an item requested is identified by a manufacturer's name, trade name, catalog number, or reference, it is understood that Vendor proposes to furnish the item so identified and does not propose to furnish an "equal" unless the proposed "equal" is pre-approved by Shelby Township. References to any of the above are intended to be descriptive but not restrictive and only indicate articles that will be satisfactory. Proposals on "equal" will be considered, provided that the Vendor states in his proposal exactly what he proposes to furnish, including sample, illustration, or other descriptive matter which will clearly indicate that character of the article covered by such proposal. The designated Township Representative hereby reserves the right to approve as an “equal”, or to reject as not being an “equal”, any article proposed which contains major or minor variations from specifications requirements but which may comply substantially therewith.

1.7 Basis for Award

The qualification of proposal responders on this project will be considered in making the award. The Township is not obligated to accept any proposal if deemed not in the best interest of the Township to do so. The Township shall make award to the qualified proposal responder based on fees submitted and response to this RFP. Failure to include in the proposal all information outlined herein may be cause for rejection of the proposal. The Township reserves the right to accept or reject any and all proposals, in whole or in part, that is deemed to be in the best interest of the Township at its sole discretion. The Township reserves the right to waive any informalities or irregularities in proposals. The Township reserves the right to negotiate separately the terms and conditions or all or any part of the proposals as deemed to be in the Township’s best interest at its sole discretion. Information and/or factors gathered during interviews, negotiations and any reference checks, and any other information or factors deemed relevant by the Township, shall be utilized in the final award. The final award of a contract is subject to approval by the Township Board of Trustees.

1.8 Award of Contract

Award of contract for the overall solution is intended to be made to a single vendor whose proposal provides the most favorable alternative to the Township. The Vendor shall be deemed as having been


awarded a contract when the formal notice of acceptance of his proposal has been duly served upon the intended awardee by an authorized agent of the Township.


1.9 Intent to Propose

There is no requirement to submit intent to propose.

1.10 Pre-Bid Meeting

Prospective Vendors are to attend a mandatory pre-bid meeting at the Township, which is 52700 Van Dyke Shelby Township, MI 48316, that is scheduled for Thursday, September 27, 2012 from 1:00pm – 3:00pm. Please direct any questions about the meeting to Dale Vanderford at Plante Moran.

Phone Number: 248-223-3475Email: [email protected]

1.11 RFP Clarifications

If any person contemplating submitting a proposal is in doubt as to the true meaning of any part of this RFP, he/she may submit to Plante Moran, PLLC a written request for an interpretation thereof. The person submitting the request will be responsible for its prompt delivery. Any interpretation will be made only by an addendum. Failure on the part of the prospective proposal responder to receive a written interpretation before the submission deadline will not be grounds for withdrawal of proposal. Vendor will acknowledge receipt of each addendum issued by stating so in his/her proposal. No oral explanation or instruction of any kind or nature whatsoever given before the award of a contract to a vendor shall be binding.

All inquiries regarding this proposal must be written and should be faxed or emailed to:

Plante Moran, PLLCAttn: Dale Vanderford27400 Northwestern Hwy.P.O. Box 307Southfield, MI 48037-0307Fax: (248) 603-5618; Voice: (248) 223-3475Email: [email protected]

Response to inquiries regarding the proposal will be accepted up to and including Friday, September 28, 2012 at 4:00 PM E.S.T. Responses to questions will be emailed to vendors who attended the mandatory pre-bid on September 27th. Additionally, responses to questions will also be posted on the Township web site (www.shelbytwp.org).

1.12 RFP AddendumIn the event that it becomes necessary to provide additional clarifying data or information, or to revise any part of this RFP, revisions, amendments and/or addendum will be distributed to registered vendors who have attended the pre-bid meeting.

http://www.shelbytwp.org/


Bidders are advised that the posted RFP may be subject to addendum at the regularly scheduled board meeting on Tuesday, October 2, 2012 at the Township Hall. The meeting time is 7:00 pm.All perspective bidders are encouraged to attend as any changes will be required to be incorporated in your response by the October 5th due date. Additionally, any RFP changes that are made at that meeting will be distributed to all registered attendees of the pre-bid meeting the following day as a formal addendum.

1.13 Advice of Omission or Misstatement

In the event it is evident to a vendor responding to this RFP that the Township has omitted or misstated a material requirement to this RFP and/or the services required by this RFP, the responding vendor shall advise the Contact identified in the “Proposal Clarifications” section above of such omission or misstatement.

1.14 Bonding Requirements

Bids must contain the names of every person interested therein and be accompanied by either:

1. A Bid Guaranty and Performance Bond in the full amount of the bid tendered as a guarantee that the Bidder will, if the award is made to the Bidder, enter into a proper contract with the Owner for the project.

2. A certified check, cashiers check or bank check in the amount of Two Hundred Fifty and 00/100 Dollars ($250.00) as a guarantee that the Bidder will, if the award is made to the Bidder, enter into a proper contract with the Owner and thereafter furnish a Performance Bond for the amount of the contract at the time that the Bidder executes the contract. All bid guarantee checks will be returned to the Bidders when the contract is executed.

All such bonds, certified checks, cashier’s checks, and bank checks shall be payable to the Charter Township of Shelby.

1.15 Individual Sections

It is the intent of the Township to obtain proposals from as many qualified vendors as possible. It is, however, a requirement for the Vendor to propose on complete sections. It is the desire of the Township to obtain a "turnkey solution" from a single vendor to take responsibility for the completion of all the requirements detailed in this RFP.

1.16 Confidential Information

Information contained in the vendor’s proposal that is company confidential must be clearly identified in the proposal itself. The Township will be free to use all information in the vendor's proposal for the Township’s purposes. The vendor understands that any material supplied to the Township may be subject to public disclosure under the Freedom of Information Act.

1.17 Confidentiality Statement


Any information, including materials, drawings, designs, documentation, and other property or data, disclosed to the proposal responder shall not be used, reproduced, appropriated, or otherwise disseminated to anyone other than the Township.

1.18 Tax Exempt State

Owner is exempt from Michigan State sales and use taxes on materials and equipment to be incorporated in the work. Exemption No. 38-6025448. Said taxes shall not be included in the RFP.

1.19 Reserved Rights

The Township reserves the right to waive any irregularities; accept the whole, part of, or reject any or all quotations; and to select the firm which, in the sole opinion of the Township, best meets the Township’s needs. The Township also reserves the right to negotiate with potential Vendors so that its best interests are served.

1.20 Advertising

Vendor shall not advertise or publish the fact that the Township has placed this order without prior written consent from the Township, except as may be necessary to comply with a proper request for information from an authorized representative of a governmental unit or agency.

1.21 Trademarks

The Township warrants that all trademarks the Township requests the Vendor to affix to articles purchased are those owned by the Township and it is understood that the Vendor shall not acquire or claim any rights, title, or interest therein, or use any of such trademarks on any articles produced for itself or anyone other than the Township

1.22 Right to Request Additional Information

The Township reserves the right to request any additional information that might be deemed necessary after the completion of this document.

1.23 Right of Refusal

The Township reserves the right to refuse any or all proposals in their entirety, or to select certain equipment or software products from various vendor proposals, based on the best interests of the Township.

1.24 Proposal Preparation Costs

The Vendor is responsible for any and all costs incurred by the Vendor or his/her subcontractors in responding to this request for proposal.


1.25 Pricing Eligibility Period

All Vendor proposals are required to be offered for a term not less than 120 calendar days in duration. A proposal may not be modified, withdrawn or cancelled by vendor during the 120 day time period following the time and date designated for the receipt of proposals.

1.26 Additional Charges

No additional charges, other than those listed on the price breakdown sheets, shall be made. Prices quoted will include verification/coordination of order, all costs for shipping, delivery to all sites, unpacking, setup, installation, operation, testing, cleanup and training.

1.27 Purchase Quantities

The Township reserves the right to purchase any quantities of items bid without altering the unit purchase price upon award and throughout the contract period.

1.28 Rights to Pertinent Materials

All responses, inquires, and correspondence relating to this RFP and all reports, charts, displays, schedules, exhibits and other documentation produced by the vendors that are submitted as part of the proposal shall become the property of the Township upon receipt, a part of a public record upon opening, and will not be returned. The Township reserves the right to accept any bid, to reject any or all bids, to waive any irregularities in the bidding and to accept any bid in the best interest of the Township.

1.29 Insurance Requirements

The Township will require the finalist vendor to retain insurance coverage in amounts and kinds to be negotiated with the finalist. Please refer to the sample minimal contract terms and conditions in Section 5.


2. STATEMENT OF WORK

The following subsections detail the current situation at the Township with respect to its computing environment and detail on the services being requested as part of this RFP.

2.1 Township BackgroundThe Charter Township of Shelby is located in Macomb County Michigan with a current population of about 74,000 residents making it one of the largest townships within the State. Over the last several years, the Township has experienced significant population growth and continues that growth with a projected population of approximately 95,000 residents by 2020. The Township currently employs about 290 full-time employees.

2.2 Current IT Support StructureTechnology support within the Township is provided by a number of organizations and staff within the Township as follows:

Logicalis: Primary support for the Township technology infrastructure including servers, network and desktop environment for all of the Township departments.

Aperion: Provides a limited amount of technology support to the Fire department.

Clerk’s Office: Provides support for the phone system used within the Township with the exception of a separate phone system used in the Department of Public Works. All phone systems are being replaced by a Mitel VoIP solution that has already been purchased, but not yet installed. It is the intent that the Clerk will continue to administer the system after installation.

Clerk’s Office Staff: Responsible for maintaining the LaserFiche, the Township-wide imaging system that is used by a large number of departments for imaging and indexing of critical documents.

Fazal Khan & Associates, Inc.: Outside engineering firm that also maintains the GIS base map for the Township.

Fire Department: Maintains a separate web site that is hosted internally on a Joomla! Server that is running on a Linux box.

Finance Department Staff: Finance provides first line user support for New World LOGOS financial system. The servers are to be maintained by the winner of this contract.

New World Systems: Provider of the Financial system software provides advanced support for the purchased modules.

Suburban Library Cooperative: Provider of desktop computers, PC support, and network connectivity for the Library computers that the patrons utilize. There are 3 library staff that have township computers that are covered by this bid.

External Vendors: The Township relies on various external software vendors for support of their business application software needs including the following major applications:

o BS&A: Provider of software for assessing, building, permit, inspections, code enforcement, tax billing and collections software vendor.


o CLEMIS: Provider of Police Department CAD and Records software.

o DSS: Provider of support for the LaserFiche System

o Revize: Website hosting for the township

o Firetools: Provider of software for the Fire department.

o Macomb County: Court video conferencing system support. Some network support is needed by the township while troubleshooting

o JIS: Provided by SCAO at the State of Michigan, it is the District Court software provider.

o BSB Communications: Primary phone system provider and selected vendor for Mitel VoIP solution.

o ESRI: GIS software provider.

o IQMZ: Minute Track and media encoder for online broadcast of Township board meetings.

o Arbitrator Support: Support for the Panasonic, in car video systems for the Police Department.

2.3 Current Technical Environment

The current application environment at the Township consists of the following primary software applications:

ASI: AS/400 software that had been used at the Township for over 20 years that supports the former financial management functions and is used read only historical information within the Township. It is not required that this box be supported, but there may be an occasion to give “best effort” support to keep it running as it is today.

New World Systems: The Township utilizes the New World Logos Financial System for G/L, Purchasing, HR/Payroll, and Utility Billing.

BS&A: Software used by multiple departments related to land development and land management processes including Planning, Building, Assessing, Treasurer’s Office and others. This is the Pervasive product, not the newer .NET platform.

CLEMIS: Software provided through the CLEMIS consortium that supports Computer Aided Dispatch (CAD) and Records Management functions for the Police Department.

ESRI: Primary GIS platform for the Township. FireTools: Software used to support Fire management functions. JIS: Software for management of the 41A District court functions. This is supported by the State of

Michigan Courts. LaserFiche: Document imaging software that is used to scan documents for multiple departments.


Technology Type Technology DescriptionDesktop Hardware Dell and Hewlett PackardDesktop Operating System Microsoft Windows XP and Windows 7Desktop Office Automation Suite

Microsoft Office Professional 2003 through 2010 Professional

Server Hardware Dell Poweredge and HP ProliantServer Operating System Windows Server 2003, Windows 2008, R2Virtualization VMware Sphere 5Email System Microsoft Exchange Server 2003* and OutlookVirus Scanning Software Trend MicroInternet Browser Internet Explorer 8.0Patch and update Management

Microsoft SUS for Updates, no software distribution software

Asset Management SpiceworksSmartphones Android, iOS, and Blackberry (No BES Server in the Environment)Web Filtering Barracuda 410 Web FilterSpam Filtering Barracuda 300 Spam FilterFirewall Cisco ASA 5510Backup Solution Data Protection Manager and Backup Exec 12.5SAN EMC VNX, iSCSI Connectivity through 2 Juniper 2500 SwitchesNetwork Switching Cisco 4506 Core, various closet switching vendors*Exchange 2010 has been purchased, but it is not installed at this time. It would need to be part of the winning bidder’s responsibilities.

The following quantities are in place:

Item Estimated QuantityPhysical Servers 19Virtual Hosts (incl. in number above) 2“Guest” Servers 20Workstations 250Laptops 50

Quantities for the following three departments that are included in the above counts are noted as follows:

Police Department: 33 desktop computers District Court: 30 desktop computers connected to the AS/400 for JIS operations Fire Department: 25 desktop computers; 1 server

The data network at the Township is 5 locations connected by fiber, running at 1 GB. It is a hybrid network with some ring capability, but has a few locations that spoke off of the ring. There are 3 locations that are served by VPN on cable modems. These locations aggregate at a satellite fiber location, using WatchGuard Fireboxes, and then connect to the data center via fiber.


The Township uses three telephone system types with the InterTel system serving as the primary system throughout the Township, but as mentioned earlier, these are all being replaced by a Mitel system that is scheduled to be installed imminently. This project will replace much, but not all of the non-Cisco network closet equipment with Cisco POE Switches.

The Township has 60 cellular phones through Verizon. These are managed by the individual departments, but the contractor would be responsible for integration into Township email and calendar systems.


Network Diagram (After Mitel Phone system project)


2.4 QualificationsThe critical nature of the Township applications and systems requires an Information Technology Service Provider with demonstrative experience. The Township is looking for 5 years’ experience in the following categories. Vendors are required to respond to these requirements in the bidder response area in Section 4 of this document.

Government Information Technology IT Administration Data Center Services Network Services Application Software Services for:

o Governmental Municipal Softwareo Crystal Reportso Database Support for SQL Servero Imaging Technologieso Microsoft Office Software Applicationso Microsoft Network Operating Systemso Microsoft Desktop Operating System and Related Utilities

Web Applications Help Desk Services User Support services Telecommunications Cabling

2.5 Staffing Expectations

All personnel provided by the Selected Vendor shall:

Adhere to a Township defined work schedule Adhere to the Township’s time-off schedule Be subject to standard Township employment screening procedures: background

employment check, legal verification, and others. Be directly supervised by Selected Vendor Manager and subject to review by the Township

Contract Administrator. The Township Supervisor and Township Clerk are designated as the Contract Administrators for this Agreement.

New staff provided by the selected vendor must be interviewed and approved by Township Staff:

o For non-managerial staff positions, the Township will have the option to interview 2 – 3 candidates for each position and determine the most appropriate candidate.

o A communication to the Township must be made when personnel changes are effected.

Those employees determined unsuitable must be immediately recalled and replaced by the Selected Vendor


The Selected Vendor must backfill employees that are not available for their normal shift (vacation, sick, etc.)

Staff must work closely with the Township to support their goals. Staff must work closely with the Township managers/supervisors, particularly to address

issues and communicate with users.

2.6 Transition Plan

Selected vendor will be responsible for developing and documenting a transition plan, to transition into the position within 30 days of contract signing.

2.7 Termination Assistance Plan

Selected vendor will be responsible for developing and documenting a transition plan, to transition to a different vendor 90 days prior to when the contract ends.

2.8 Scope of Services

The service areas being considered as part of this RFP are as follows:

Technology Administration,

Data Center

Network Services

Business Application Software

Web Services

Help Desk

User Support Services

Telecommunications

Cabling

Within each of the service areas, specific services are identified and the selected vendor will be held accountable to perform the duties listed.


2.8.1 Technology Administration

Hours of Operation On-site hours are from 8:30 a.m. to 5:00 p.m. local time, Monday through Friday (typical) 24 x 7 On-call support

2.8.1.1 Overall Administration

ObjectiveSelected Vendor will provide oversight of the IT function at the Township.

Services Selected Vendor shall meet with Contract Administrator on a monthly basis to review

Selected Vendor’s performance under the terms of the contract. Selected Vendor shall meet with Contract Administrator on a bi-weekly (or as needed) basis

to discuss progress with plans, issues, and recommendations for action and to verify service levels and discuss issues and concerns.

Evaluate proposed IT projects to assess adequacy of existing hardware and recommend purchase of new equipment and software as required.

Prepare IT related Requests for Proposals (RFP's) and Requests for Quotation (RFQ’s) and a variety of written materials, including records, reports and accurate program documentation; oversee vendor activities, services, and contracts regarding projects of a complex nature.

Plan and develop day-to-day policies and procedures to enhance successful performance of computer operations.

Leverage additional technical resources within Selected Vendor’s company for projects as appropriate.

Act as the Township’s liaison with various telecommunication, cable, and Internet service providers in coordinating system connectivity issues.

Act as administrative contact between the Township and the Township’s Internet Service Provider (ISP) to ensure accurate definition and maintenance of the Township’s domain names, servers and services on the Internet. Monitor ISP performance.

Assist the Township in establishing (as necessary) and utilizing information technology policies to promote the acquisition, use and cost-effective application of technology, and information security.

Maintain a technology organizational structure that is responsive to Township needs.

Address relevant industry issues and make recommendations to implement technology changes when appropriate.

Provide realistic expectations and outcomes on the costs, schedules and impact on technology projects.


Schedule and conduct periodic preventative maintenance on Township equipment.

Perform personnel management duties including interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Additionally:

Provide cross-training for all IT functions. Ensure that when IT staff leaves employment all knowledge is transferred.

Manage external IT vendors.

Provide technology guidance, direction and liaison.

Act as the Township’s liaison with the various providers of business application software provided to the Township to coordinate resolution with any software related issues and software updates.

As a liaison with external providers, work with the Township in negotiating any related contracts.

Provide consultation to departments on technical requirements, resource requirements (including staff, funding, equipment and software), training requirements, recommended spending and work priorities and scheduling considerations for technology initiatives.

Assess policies and procedures for purchasing information technology resources and recommend new practices based upon this assessment on an annual basis.

Propose solutions where technology can contribute to the realization of Township’s goals and initiatives.

Provide lead direction and training to assigned staff; oversee and coordinate the work of other consultants for assigned projects.

Overall Administration Deliverables Personnel Report - monthly

Produce a high level report listing the Selected Vendor personnel who provided services, including a description of the nature of work assigned.

Additional technology specific plans as requested Summary of Activities – monthly Update to plans as needed based on Township direction – quarterly Recommendations Report – annual


2.8.1.2 Technology Advancement

ObjectiveIncrease use of best practices, where appropriate. Use technology to enhance service delivery, create new services and increase access to data.

Services Throughout the term of the Agreement, seek ways to increase the use of best practices to

increase efficiencies, enhance the learning experience and expand services. In conjunction with Township leadership, create a Strategic Information Technology Plan

and work with Township management to implement the recommendations that are identified in the plan.

Conduct periodic reviews and updates to the Plan to ensure that it remains consistent with Township priorities.

Advise appropriate Township management staff when called upon to report on the condition and adequacy of the Township’s IT systems and software and to make recommendations for improvement to meet the Township’s future needs.

Evaluate current Township operations and recommend technology-based solutions to improve services in Township functions and operations.

Analyze data processing application needs and requests, evaluate alternative solutions and recommend appropriate software or hardware modifications and/or additions.

Stay current on data processing trends, applications, technologies and best practices that may be applicable to improving the overall technology environment at the Township.

Evaluate system and user equipment needs and estimate costs versus utility among alternative solutions including lease versus purchase options on all Township hardware and peripheral equipment. Be proactive in communicating the timing of hardware and software upgrades that need to be performed.

Assist in the long-range strategic planning of infrastructure (i.e., LAN, WAN) and other technology needs for the Township. Be proactive in identifying the need and timing for required infrastructure upgrades.

Plan for and manage the deployment of major upgrades to the Township infrastructure including Microsoft Office upgrades, Windows operating system upgrades, database system upgrades, email system upgrades and others.

Technology Advancement Deliverables Summary of Activities – monthly Strategic Technology Plan updates – annual Recommendations Report – annual


2.8.1.3 Budgeting

ObjectiveSelected Vendor will provide the budgeting services in relation to Township activities. These services will include (but are not limited to): budget development, updating, and revision; budget needs identification; monthly financial reporting, budget analysis; purchasing activities (requisitions, approval process, invoice processing); miscellaneous special projects.

Services Selected Vendor will provide the following budgeting services in relation to Township

Technology activities: Meet with departmental staff as part of the annual budgeting process to determine

technology needs and address issues that are not being met Budget Development, in the format defined by Township Prepare and revise Selected Vendor/ Township consolidated Technology operating

and capital budgets Participate in Township operating and capital budgeting for non-Selected Vendor

budget items Participate in capital budget needs identification Monthly Financial Reporting Analyze actual operating performance to budget identifying major variances Apprise Township Management of significant budget performance issues

Budget Deliverables Budget Development Assistance – annual, or as needed Updates after establishment of Selected Vendor budget(s) – Monthly Financial Reporting – annual, or as needed Budget Performance information – monthly Selected Vendor managed project budget information – monthly Provide Township with a description of all cost increases, to be documented and submitted

to Township no later than August 31st of each year to allow for Township budget cycle. Summary of Activities – monthly Recommendations Report – annual


2.8.1.4 Documentation

ObjectiveDevelop and maintain documentation for standards, procedures, and training material.

Services Maintain current documentation related to IT-related policies, procedures, standards,

disaster recovery plan, network diagram, communication line inventories, budget status, user lists and hardware and software inventories.

Recommend, create and maintain policies and procedures including security policies.

Establish Township-wide standards for desktop and server hardware that is periodically evaluated as technology advances.

Develop, as needed, and maintain Documentation for standards and procedures:

IT Standards and Procedures Manual shall be updated as needed and located in a common area within the Data Center

Technical and product standards updated as needed Create and maintain a central repository of common documents containing a copy(s) of

training course material provided by Selected Vendor or Third Party Vendors, equipment inventories, application inventories, etc. as required.

Maintain all Documentation in accordance with Change Control procedures.

Maintain a set of documents containing a copy(s) of standard specifications.

Maintain a set of documents containing a copy(s) of technical manuals delivered to Township or Selected Vendor:

Ensure any reproduction of Documentation is in compliance with all appropriate copyright agreements. Obtain owner permission to reproduce Documentation when necessary.

All Documentation will be in printed form or, when available, in electronic format. All Documentation maintained in a central repository will be easily accessible by the IT staff.

Develop and maintain an inventory of all Documentation.

Documentation Deliverables Policy/procedure review/recommendation – annual Updated documentation – as needed Recommendations Report – annual


2.8.1.5 Reporting

ObjectiveSelected Vendor shall provide information and reports as defined in the Scope, including (but not limited to) project status reports, government agency fund reports, ad-hoc reports, miscellaneous routine reports.

Services Selected Vendor shall provide information, assessments and reports on the same time,

schedule and in the same format in place at the time of the transition. Further, Selected Vendor shall provide high-level executive summaries of such reports upon the request of Township.

Selected Vendor will continue to generate scheduled, ad-hoc, and other special reports at the same volume and frequency as performed at the time of transition, unless otherwise agreed and/or modified by Township in writing.

Selected Vendor will modify and create reports and report formats as directed by Township and within the service level agreements.

Reporting Deliverables Project Status – monthly:

Produce report reflecting status of each project managed by Selected Vendor. The report contains overall status as related to deliverables, budget, variance, major risks and issues.

Overall Status Meeting & Report – monthly, quarterly and annually:

Monthly & quarterly: Produce report documenting past activities and outlines planned activities for forthcoming month or quarterly.

Annually: Produce report formally indicating Selected Vendor activities and accomplishments for the preceding year.

Detailed Status Report – monthly:

Produce a report detailing progress to plans, pending issues, and recommendations for action. This report should be communicated to Contract Manager. The report should include: Downtime reporting: Including network and application downtime, identification of

what was down and why it was down, length of time down, scheduled downtime, analysis and resolution of downtime, and financial analysis of downtime.

Turnaround time for changes/software fixes: Including cause / resolution, number of changes/fixes per application, scheduled future changes (by quarter), nature of change/fix (scheduled / emergency).

Help Desk reporting: Including number and type of request, time-to-resolve request by priority, analysis of data and recommendations for countermeasures to avoid future calls.

Progress Reporting: Including costs, resources, timelines, benchmarks. Asset Management and Protection: Including all security standards, security

breaches, and thefts. Personnel Report – quarterly:


Produce a report within ten days after the end of each calendar quarter that lists the Selected Vendor personnel who provided services during each quarter, including a log of the hours worked by each and a description of the nature of work assigned.

Provide specific reports that account for the use of government agency funds for each project managed by Selected Vendor.

Ad hoc reports – as needed:

Delivery of ad hoc reports is dependent on the report requirements and resource availability.

Delivery of other routine reports that Selected Vendor is asked to generate at the request of Township

Additional reporting as indicated in individual sections

2.8.1.6 Systems Management

ObjectiveSelected Vendor shall be responsible for asset management, license management, and third party vendor management.

Services Township Asset Management – Ongoing:

Maintenance of hardware inventory to be performed by Selected Vendor on an ongoing basis throughout the contract.

Register, verify, and maintain an inventory of hardware warranties for Township. Inventory, tag and record all equipment. As needed, prepare reports and analyses of equipment, including performance

concerns, cost savings suggestions, and new technology suggestions. Identify all new computer equipment and record in inventory.

License Management – track all operating systems and business systems on equipment within the Township – Ongoing:

Maintain an inventory of all software licenses, including warranty information and maintenance status.

Verify that all software is licensed and up-to-date and report discrepancies to Township management.

Perform detailed inventory of all software installed on Township equipment (desktops, laptops, other mobile, servers) annually.

Vendor management – Coordinate and monitor vendor contracts.

Systems Management Deliverables Hardware Inventory – ongoing, provide to Contract Administrator annually

Software License Inventory – ongoing, provide to Contract Administrator annually Hardware Analysis Report – Annual or as needed Summary of Activities – monthly


Recommendations Report – annual


2.8.1.7 Security Procedures

ObjectiveTo ensure security of the environment such that availability and performance are not compromised. Access to the network, Internet, intranet, platforms, applications, etc. will be provided upon approval from Township management.

Services Perform security officer duties, including maintaining user profiles and access levels for

network and database environments; evaluate, recommend and implement appropriate disaster preparedness plans and procedures, perform back-up and off-site storage of data and software to maintain and ensure data integrity and retention including verification of backups and performance of restore tests.

Monitor and install necessary patches, virus updates and fixes to desktop and server software, especially those of an enterprise nature (i.e., desktop operating system updates, desktop office automation software updates, email system updates, etc.) on a timely basis so as not to sacrifice the integrity of the Township computing environment.

Ensure passwords are up-to-date and properly assigned per Township Security Procedures.

Monitor workstations, servers, email, etc. for viruses using commercially available detection and disabling devices procured by Township. Ensure that virus protection is properly deployed and updates are implemented per Township Security Procedures.

Record and investigate any security breach and provide additional security protection to correct any security deficiencies identified by Township or Selected Vendor. Immediately notify Contract Administrator of security breaches.

Prohibit unauthorized access to confidential or proprietary information.

Proactively recommend security procedures and execute security procedures upon Township approval.

Create/Update Access Control List defining which users have access to which resources and the nature of the authorized access. Perform semi-annual access control reviews.

Use sufficient access control to identify and authenticate users with access to Township’s data.

Assign users privilege classes based on but not limited to job function, job level, organization structure, and physical location.

Security system(s) to automatically enforce Township security policies by monitoring IT environment to detect unauthorized access or attempts to access resources illegally.

Security Procedures Deliverables As required: Notify Contract Administrator of security breaches As required: Recommend changes to security procedures Summary of Activities – monthly Recommendations Report – annual


2.8.1.8 System Recovery

ObjectiveSelected Vendor shall manage the execution of recovering use of technology assets in the event of system outages of a minor or major scale.

Services Recommendation of technology and process improvements by Selected Vendor, including

reviews of vendors providing communication, equipment, and uninterruptible power supply.

Selected Vendor shall maintain recovery procedures designed to safeguard Township’s data and data processing capability and availability of the Services.

Manage the recovery process in the event of a system outage.

In the event of an operations interruption, Selected Vendor will manage the recovery process as needed:

Selected Vendor will use its best efforts to restore service to Township as expeditiously as possible. Priority of services to be restored will be directed by Township-defined priorities.

The time frame for restoration of services will vary according to the nature and magnitude of the disaster event, the availability of equipment for drop-shipment, the speed with which alternative telecommunication circuits can be made available and the location of alternative sites.

Selected Vendor will use all reasonable efforts to work with equipment, software, telecommunications, other utility providers, and other vendors to restore the service as expeditiously as possible.

A current copy of recovery plans and related documentation will be maintained at an off-site location approved by Township.

Disaster Recovery Plan Deliverables Update Recovery Plan – annual Summary of Activities – monthly Recommendations Report – annual


2.8.2 Data Center

Hours of Operation/Schedule On-site hours are from 8:00 a.m. to 5:00 p.m. local time, Monday through Friday (typical) 24 x 7 On-call support

2.8.2.1 Data Center Management

ObjectiveSelected Vendor will provide qualified staff to operate, maintain, and support all equipment identified, documented, and operational as documented at this point in time in the Township Data Center. The Data Center is located in the basement of the Township Hall. All changes to the Data Center operations will be in compliance with Change Control Procedures.

Services System Operations monitoring – Daily:

Configure and monitor all Township servers; set up new servers; update system, application and monitoring software; allocate disk resources; define and maintain user and object security; configure print and other shared resources.

Monitor system operations and identify operational problems as they occur. Correct system related problems and/or contact other resources to assist in solving

problem. Shutdown and/or restart systems or applications as necessary.

Maintain Data Center environment – Daily:

Monitor and assess system hardware performance and capacity and recommend enhancements to Township.

Schedule and perform preventive maintenance as required. The Facilities Department at Township currently monitors and maintains environmental

support systems (HVAC, UPS, Fire suppressant system). Selected Vendor to make recommendations for enhancements as appropriate.

Data Center Management Deliverables Summary of Activities – monthly Recommendations Report – annual


2.8.2.2 Data Backup

ObjectiveSelected Vendor shall be responsible for data backup operation and maintenance.

Services Selected Vendor shall maintain on electronic media backup copies of all Township

production data files located in the Data Center. Selected Vendor shall maintain three generations of data, as defined by Township

procedures and such procedures may be amended during the Term of the Agreement, and at least one generation shall at all times be kept offsite at a secure, fireproof location.

Review backup procedures annually in effect as of the Effective Date and implement changes where applicable in compliance with Change Control Procedures:

Application system backups will occur based on product specification – Daily, Weekly, Monthly.

Operating system backups - Weekly with daily incremental. Data base backups – Weekly with daily incremental. Server backups – Daily, Weekly. LAN/WAN devices backup – Monthly or as changes are implemented. Printer software backups – Monthly or as needed. Critical backups will be taken off site 5 days a week to fireproof storage location to a site

provided by the Selected Vendor, as determined by the Contract Administrator. Tape library management – Daily:

Receive, store, system mount magnetic media per system directives and/or as otherwise necessary.

Perform backups as required. Restore data as required.

Data Backup Deliverables Annual updates to data backup plan (if appropriate) Summary of Activities – monthly Recommendations Report – annual

Excluded Services Management of the AS/400 environment that houses the JIS software used by the District

Court


2.8.3 Network Services

Hours of Operation/Schedule On-site hours are from 8:30 a.m. to 5:00 p.m. local time, Monday through Friday (typical) 24 x 7 On-call support Maintenance Window: 1:00 a.m. to 7:00 a.m. local time, Monday through Friday

2.8.3.1 LAN-WAN Administration and Support

ObjectiveInstallation, maintenance and support of all Township network components.

Services Maintain Operating System environment. Monitor and assess system software and hardware.

Configure and monitor voice and data networking equipment to insure system integrity; allocate bandwidth between voice and data to insure appropriate system response.

Install new, replacement, or upgraded system software as approved and funded by Township.

Installation, maintenance and support of all Township network components (routers, switches, servers, wireless devices, and operating systems) in accordance with generally accepted standards consisting of initiating diagnostics, dispatching a technician, or requesting replacement parts through the process of finalizing problem resolution and re-inventorying spare parts.

Application and full testing of approved vendor fixes/upgrades including verification and updating of documentation

Manage, as-needed, network activities including auditing accounts, authentication, password resets, and account setup and removal.

Full compliance with Change Control Procedures for approved changes.

Document test results for changes to components.

Maintain network printing environment.

Monitoring:

Proactively monitor the Township data network. Perform and report network utilization and errors analysis monthly.

System failure recovery according to Service Level Metrics/ Agreements.

Problem resolution in accordance with Service Level Metrics/Agreements.

Act as technical project lead for the installation of complex LANs and WANs, and the upgrade of hardware and software on existing networks; provide technical troubleshooting, problem isolation and general oversight in the resolution of complex problems with standard PC LAN hardware and software.

Serve as the main contact for all vendor data services being provided (e.g., place service


calls to data point-to-point T1 service, POTS, etc, service providers and monitor service responses).

Report major outages to Township management according to established procedures.

Monthly status reports of service requests, issues, problems, risks, and impacts

Maintain and update network documentation including network diagrams, switch configuration and server configuration.

Develop/Update server standards for Township approval for:

Software versions that are supported. Software licensing. Antivirus.

Evaluation / Assessment:

Investigate and review network capacity requirements annually. Analysis of requests to determine feasibility and technical design, according to Township

standards. Annually recommend and document for consideration and approval by Township to

purchase upgrades, new technologies, or other changes to LAN/WAN components that would address performance issues or otherwise add value to the Township network.

Evaluate current bandwidth and bandwidth requirements, make recommendations and implement approved recommendations.

Provide applicable training.

Maintain remote access for appropriate users and applications.

LAN-WAN Administration and Support Deliverables Network utilization and error report – quarterly Status reports of service requests, issues, problems, risks, and impacts – quarterly Up-to-date network documentation – as components change (network diagram(s), switch

and server configurations) Test results for changes to components – as components change Recommendations report – annual Summary of Activities – monthly


2.8.3.2 Network Security

ObjectiveSelected Vendor will administer security on the firewall, proxy and other servers according to Township Network Security Procedures as such procedures may be amended from time to time.

Services Monitoring:

Monitor firewall logs weekly for unusual activity. Monitor and report monthly a summary of security violations as required.

Configure, maintain and monitor the Township’s firewall, which provides protection from intrusion from the Internet; update the system software and configuration; review system logs; monitor Township’s Internet traffic.

Update antivirus software for servers such that none are no more than 24 hours out of date.

Process authorized security requests according to Township procedures.

Respond to security incidents according to Township Incident Response Procedures as found in the Township data network security procedures.

Test and apply operating system patches in a timely manner, within three days of release of the patch. Thoroughly test systems after patches are installed.

Analyze and recommend improvements to Township data network security procedures.

Network Security Deliverables Security violation report – monthly Recommendation report – annually Summary of Activities – monthly


2.8.4 Business Application Software


ObjectiveSelected Vendor shall provide the following support and maintenance services for business application software as described below. This software is defined as the software that the Township uses to operate and conduct its business activities (see “List of Primary Applications” below).

Services Provide support for all desktop office automation software that may include the need to

conduct periodic training on these products.

Design, redesign, install, implement and support internal and external e-mail systems.

Provide on-going systems administration support of the financial and imaging applications including security administration, report development, installation of new application and operating environment releases (e.g., database updates, operating system updates, etc.) and other necessary support functions.

Selected Vendor shall provide a total of 4 weeks of application development time per year that could involve development of reports for existing business applications provided by a 3rd party or development of new applications. This time may typically be divided as one week per month, with two months including two weeks of development.

Support shall mean any problem resolution required by Township on the Applications. Problem analysis, business and technical analysis, programming, testing, and implementation of Township approved change requests to the Applications described in this section.

Other Support and Maintenance Services

Work with end users. Maintain relationship with application software vendors, including obtaining and

installing fixes and/or new releases of vendor software. Recommend to Township changes to vendor application maintenance agreements. Application performance monitoring and tuning for online and batch processing. Complete changes in compliance with Change Control Procedures. Problem resolution and support for all Applications, in accordance with the Problem

Resolution Process developed pursuant to Help Desk Services. Update Documentation to reflect maintenance and enhancement changes. New applications (out of scope at contract signing) to be discussed with Township

Contract Administrator. Select Vendor and Township to negotiate terms and targets. Maintain Database environment – Daily:

Monitor and assess database environment performance and capacity. Install new, replacement, or upgraded database environment as approved and funded


by Township Provide applicable training.

Business Application Software Deliverables Status Report (service requests, issues, problems, risks, impact) – monthly Updated documentation – as updates occur Recommendation reports – annually Summary of Activities – monthly

List of Primary Business Application Software (included) Financial Management Software - New World Systems Utility Billing Software –New World Systems Parks & Recreation Software - Vermont Systems – Rec Trac Imaging Software - Laserfiche Land Development and Land Management Software - BS&A Equalizer (Pervasive) Reporting Software - Crystal Reports Fire Records Management Software – Firetools (Soon to be replaced with a similar product) Geographic Information Systems Software - ESRI

List of Primary Business Application Software (excluded) District Court Software – JIS CAD and Police Records Management Software - CLEMIS


2.8.5 Web Services

Hours of Operation/Schedule On-site hours are from 8:30 a.m. to 5:00 p.m. local time, Monday through Friday (typical) 24 x 7 On-call support Maintenance Window: 1:00 a.m to 7:00 a.m. local time, Monday through Friday

ObjectiveCoordinate web services with the Township Vendor in accordance with Scope described below, including implementing approved service requests to the Township website.

Services Pre-approved service request analysis, programming, testing and implementation for

Township web site. Develop requirements and approved service request documentation, including

specifications and test results.

Maintain relationship with the vendor, departments, administration, and other Township web users.

Comply with Township Web Standards.

Full compliance with Change Control Procedures.

Level 2 and Level 3 problem resolution (see Help Desk Services).

Maintain Documentation.

Work with the vendor to maintain and upgrade as required, the entire Township web presence including Internet and individual department websites.

Review web presence on a monthly basis, providing statistics and recommendations for optimization.

Provide or coordinate applicable training.

Web Services Deliverables Status Report (service requests, issues, problems, risks, impact) – monthly Updated documentation – as updates occur Recommendation and statistics report – monthly or as needed Summary of Activities – monthly


2.8.6 Help Desk

Hours of Operation/Schedule Onsite Help Desk hours are from 7:30 a.m. to 5:00 p.m. local time Monday through Friday 24 x 7 for Level 1 & 2 Support

ObjectiveProvide Level 1-3 Help Desk Services as outlined in the Scope below.

Full Services Provide Level 1 telephone support including minor workstation (stationary and portable

personal computers) operations troubleshooting, business application software support, computer resource scheduling information (e.g., network status, scheduled outages), status of problems, and recording of non-problem related service requests (moves, adds, changes, software installs, etc.). Track all problems to resolution and provide detail and summary problem reports.

Provide first line identification and documentation of 3rd Party software issues.

Provide Level 1, 2 & 3 support as outlined below.

Provide Help Desk management software.

Assign help desk tickets for all issues.

Provide 24x7 help desk addressing Level 1 and 2 support outlined below (may be offsite).

Problem Resolution ProcessLevel 1 All problem calls are routed through Level 1 Help Desk. Level 1 Help Desk resources are responsible for:

Opening problem call ticket Obtaining problem description Determining business impact Gathering contact information Validating problem and performing initial triage and setting of Severity Level Problem resolution, if possible Routing of ticket to next level Help Desk as appropriate

Level 2 Level 2 Help Desk resources are responsible for:

Validating problem and assigned Severity Level, and re-classifying as appropriate. Resolving reported problem based on problem resolution documentation. Generally

problems resolved by Level 2 Help Desk include common problems or recurring problems. (e.g. how-to questions, printer problems, communication or documented workaround procedures).

Routing ticket to next level Help Desk for problems in which documentation does not exist, new or previously unknown problem is reported, or a technical/coding problem exists.


Level 3 Level 3 Help Desk resources are responsible for:

Resolving application specific problems or requests for which Help Desk documentation does not exist.

Coordinate problem resolution of department specific 3rd party software applications with the 3rd party software vendor.

Coordinate problem resolution with appropriate IT staff.

Help Desk Deliverables Status reports (open and closed service requests BY DEPARTMENT, issues, open ticket aging,

problems and risks) – monthly Recommendation Report – annual Summary of Activities – monthly


2.8.7 User Support Services


ObjectiveInstallation, administration, problem diagnosis and repair of end-user equipment including workstations and printers within accordance with established Service Level Metrics/Agreements.

Services: Problem diagnosis and repair for workstations and the associated configurations which are

supported by Township. Assist Township in the process to deploy standard workstations and related equipment,

aligned line with the Township Technology Plan.

Execution of approved Move, Add and Change requests for workstations, printers, user accounts and other end-user technology.

Immediate reporting of known software license and hardware violations; or related issues to Township management.

Maintain current hardware physical inventory.

Perform backups prior to updating user equipment. Test equipment prior to closing issue.

Provide applicable training.

User Support Services Deliverables Status report of service requests, problems, issues, risks, and impacts (monthly) Recommendations Report - Annual Summary of Activities – monthly


2.8.8 Telecommunications


ObjectiveProvide administrative and technical support for the current telecommunication environment and components in use.

Services Configure, maintain and monitor the Township’s dial-in communications server; update

system software; configure workstations for dial-in or dial-out services; monitor all logs for unauthorized use and performance.

Provide administrative and technical support for the current telecommunication components in use which shall include, but not be limited to, the following types of equipment and services:

Telephone systems including PBX and handsets Voice Mail system Cell phones Intra LATA Carrier Services (i.e. POTS, point-to-point data services, flat rate access T1s,

Centrex and Internet access) Long Distance carriers Wireless services Update and maintain the telephone directory

The above represents the types of equipment which shall be covered by this RFP.

Manage Moves, Adds and Changes to the telecommunications system.

Review and reconcile communication bills from the carriers to the communications inventory.

Work in conjunction with the Help Desk to address as-needed support including setting up/resetting voice mail boxes and programming phones.

Place vendor service/maintenance calls and coordinate vendor activities as needed.

Analysis of requests to determine feasibility and technical design, according to Township standards.

Perform a utilization analysis on an annual basis (number of phone calls, average cost per call, cost reduction opportunities).

Ongoing review of telecommunications invoices.

Level 2 and 3 problem resolution.

Maintain and update inventory of lines and circuits annually.

Deliverables


Utilization analysis – annual Report of summarized costs from invoice processing – monthly. Status reporting of all maintenance activities, problem resolution activities – monthly Recommendations report – annual Summary of Activities – monthly


2.8.9 Cabling


ObjectiveProvide administrative and technical support for the current cabling in use.

Services Install and properly document installed cabling, as needed.

Deliverables Status reporting of all maintenance activities, problem resolution activities – monthly Recommendations report – annual Summary of Activities – monthly


2.9 Scope of Services Compliance Checklist

Proposal responders are to mark either the Comply, Exception, or Not Comply column for each of the services identified as part of Base and Full Services. Those cells that are grayed out are not to be completed as those services do not fall within the scope of Base Services. Comply indicates the proposal responder understands and agrees to comply fully. Exceptions must be fully explained on the next page. The Client reserves the right to reject any proposal for non-compliance with one or more of the scope of services.

Scope of Services Compliance Checklist (Services)# Title Comply Exception Not

Comply

1. Technology Administration

2. Overall Administration

3. Technology Advancement

4. Budgeting

5. Documentation

6. Reporting

7. Systems Management

8. Security Procedures

9. System Recovery

10. Data Center

11. Data Center Management

12. Data Backup

13. Network Services

14. LAN-WAN Administration and Support

15. Network Security

16. Business Application Software

17. Web Applications

18. Help Desk

19. User Support Services

20. Telecommunications

21. Cabling


Services Compliance Exceptions


2.10 Service Level Requirements

Township and the Selected Vendor will enter into a Service Level Agreement within 120 days of contract initiation which will enable the Selected Vendor to perform services at the Service Levels specified below. As part of developing these SLAs, penalties for nonconformance will be defined. The Selected Vendor is responsible for providing the equipment and monitoring tools needed to show compliance, if not available.

Service Level Criteria Minimum Performance Goals

Comply / Exception

Data Center/Network/WAN SupportApplication Availability (24/7 up-time) 99.99%Availability (up-time) 99.99%Service quality (e.g. lost packets, dropped/corrupted packets, etc.)

99.9% packet success rate

% of software, database, or operating system patches tested within 72 hours of release by software vendor

95%

Day to day processing, maintenance, monitoring, and management activities per schedule

95%

Notice of planned datacenter or network outages >10 days priorNotice of occurrence of unplanned outage within 15 minutes of

outageSecurityMaximum length of time between release of new antivirus protection and system update

1 Day (24 hours)

Number of security incidents not blocked by security controls

0

Gaps in security policy compliance 0Nightly full backups, with 4 week rotation and monthly archives

100%

Successful monthly backup/restore test 100%Gaps in compliance with Disaster Recovery Plan 0Help DeskService calls closed per shift 60%Service call abandon rate <5%Resolved at Help Desk (1st level) 40% of all service

requestsRespond to regular issues within 4 hours (Tier 1 & 2) 90%Respond to critical issues with 1 hour (Tier 3) 100%% of critical issues reported to the Township within 15 minutes

100%

Monthly Average Speed to Answer Within 120 secondsUser Support ServicesService Request Response time 3 business days


Service Level Criteria Minimum Performance Goals

Comply / Exception

Network printing uptime 98%Meet Help Desk SLA when responding to Help Desk tickets

99%

Application SupportAvailability (24/7 up-time) 99.99%% of software, database, operating system patched tested and installed within 72 hours of release by software vendor

95%

Notice of planned outages >10 days priorNotice of occurrence of unplanned outage within 15 minutes of

outageLocal, state and federal regulatory report compliance reports

Due date of report/survey or as otherwise agreed between Township and Vendor

Requests for programming and report services that are identified and prioritized mutually by Township and Vendor in advance of the requested due date

75% of requests are completed within the agreed upon due date

Emergency and critical programming and report services that are not identified and prioritized mutually by Township and Vendor in advance of the requested due date

85% of requests are completed by the agreed upon due date

New Application Feasibility Study 2 weeks Install required hardware, software for new application within Township’s datacenter

2 weeks

Provide technical support in accordance with Help Desk SLA

100 %

Web Services Support Application Availability (24/7 up-time) 99.99%Notice of planned outages >10 days priorNotice of occurrence of unplanned outage within 15 minutes of

outageProvide technical support in accordance with Help Desk SLA

100 %

Telecommunications and CablingAvailability (up-time) 99.99%Respond to telecom request (i.e. move, add, change, etc.)

3 business days

The Selected Vendor will implement and use the necessary measurement and monitoring tools and procedures necessary to measure and report its performance of the services against the applicable Service Levels.


The Selected Vendor and Township will meet to review service levels at least quarterly, or more frequently as either party may reasonably request. As a result of these meetings the parties may by mutual agreement add to, delete, or adjust the Service Levels.


3. MINIMAL CONTRACT TERMS & CONDITIONS

The following minimal contract terms and conditions are expected to be agreed to by the vendors as part of contract negotiations. Exceptions must be explicitly noted in the Vendor Proposals. Lack of exceptions listed on the checklist shall be considered acceptance of all of the terms and conditions as presented in this RFP. Minimally, the contract must contain the following language and respective components:

3.1 General Conditions

1. Location: Charter Township of Shelby, Michigan52700 Van DykeShelby Township, MI 48316

2. This is not an Agreement of partnership or employment of Vendor of any of Vendor's employees by the Client. Vendor is an independent contractor for all purposes under this Agreement.

3. Vendor shall perform its services in a professional and workmanlike manner and shall only use qualified and experienced personnel.

4. Vendor agrees at all times to maintain an adequate staff of experienced and qualified employees for efficient performance under this Agreement. Vendor agrees that, at all times, the employees of Vendor furnishing or performing any services shall do so in a proper, workmanlike, and dignified manner.

5. Vendor agrees that all persons working for or on behalf of Vendor whose duties bring them upon the Client’s premises shall obey the rules and regulations that are established by the Client and shall comply with the reasonable directions of the Client’s officers. The Client may, at any time, require the removal and replacement of any of Vendor's employees for good cause.

Vendor shall be responsible for the acts of its employees and agents while on the Client’s premises. Accordingly, Vendor agrees to take all necessary measures to prevent injury and loss to persons or property located on the Client’s premises. Vendor shall be responsible for all damages to persons or property caused by Vendor or any of its agents or employees. Vendor shall promptly repair, to the specifications of the Client, any damage that it, or its employees or agents, may cause to the Client’s premises or equipment; on Vendor's failure to do so, the Client may repair such damage and Vendor shall reimburse the Client promptly for the cost of repair.

Vendor agrees that, in the event of an accident of any kind, Vendor will immediately notify the Client’s contact person and thereafter, if requested, furnish a full written report of such accident.


6. Vendor shall perform the services contemplated in the Agreement without interfering in any way with the activities of the Client’s staff or visitors.

7. Vendor and its employees or agents shall have the right to use only those facilities of the Client that are necessary to perform services under this Agreement and shall have no right to access any other facilities of the Client. The Client shall also extend parking privileges to properly identified members of Vendor's full-time staff on the same basis as they are extended to the Client’s staff.

8. The Client shall have no responsibility for the loss, theft, mysterious disappearance of, or damage to equipment, tools, materials, supplies, and other personal property of Vendor or its employees, subcontractors, or material-men.

9. To the fullest extent permitted by law, the Vendor shall indemnify, hold harmless, and defend the Client and its agents, employees, officers and successors, from and against any claims, causes of action, damages, losses and expenses, including but not limited to attorney’s fees, arising out of or resulting in any way from Vendor’s performance of this contract, provided that such claim, cause of action, damage, loss or expense is attributable to bodily injury, sickness, disease, or death to any person, including employees or agents of the Vendor, subcontractor, or construction manager, or to injury to or destruction of tangible property including loss of use resulting there from, but only if caused in whole or in part by a negligent act or omission of the Vendor, a subcontractor, the construction manager, anyone directly or indirectly employed by them, or any for whose acts they may be liable, regardless of whether or not such claim, cause of action, damage, loss or expense is caused in part by a party indemnified hereunder. Vendor shall not be obligated to hold harmless, indemnify, or defend the Client or its agents, employees, officers, or successors if any claim, cause of action, damage, loss or expense arises from the sole negligence or fault of a party indemnified hereunder.

Vendor shall assume the defense of the Client pursuant to the provisions of paragraph 9 within fourteen (14) days of receipt of written notice. Any legal cost or expense, including attorney’s fees, incurred by the Client for enforcement of its rights under paragraph 9 between the time by which Vendor should have assumed the Client defense and the time when Vendor assumes the Client’s defense shall be reimbursed by Vendor. Any legal cost or expense, including attorney’s fees, incurred by the Client in the successful prosecution of any litigation or arbitration seeking to enforce the provisions of paragraph 9 or in negotiating a settlement of such claim, shall also be reimbursed by Vendor.

Should the parties agree to submit claims, disputes, or other matters arising out of this Agreement to arbitration, they may do so only with written agreement of all parties, including the Client.

10. All prices for Vendor's services hereunder are firm for the term of the Agreement. The Client shall pay Vendor for satisfactory performance of the service specified in this Agreement, the sums in accordance with your reply to our RFP dated September 24, 2012, and any related addenda.


3.2 Insurance

The Vendor must have adequate insurance, for damage or loss, for all equipment and other valuables until such time as the Client receives good and clear title. In defining insurance coverage, the Vendor shall secure full replacement value for the system without the requirement that the Client be responsible for any payments or deductibles. In the event that it is necessary to make a claim under this policy, any funds received by the Vendor shall be used to secure replacement equipment for the Client.

The Client, at its option, may require the Vendor to provide certificates describing, to the satisfaction of the Client, evidence of proper (as required by the State of Michigan) workers compensation and liability insurance for all Vendor staff and representatives involved in the installation of the computer equipment and software. The Client shall be named as an additional insured and as the Certificate Holder for all work under this Agreement.

The Vendor agrees to hold harmless and defend the Client and its agents, officials and employees from any liability, claim, or injury related to or caused by fault or negligence of Vendor employees or subcontractors. In order to demonstrate this responsibility, the Vendor shall furnish the Client with evidence of valid comprehensive general liability insurance coverage in the amount of one million dollars ($1,000,000) for each occurrence for personal injury (including death or dismemberment) and property damage related to or resulting from shipping, installation, operation, or removal of the proposed automated system. The insurance policy shall make clear this coverage of the Client installation. The Client shall be named as an additional insured and as the Certificate Holder for all work under this Agreement. The insurance policy shall be initiated prior to the installation of the system and maintained until final acceptance of the system by the Client according to the prescribed procedures. The Vendor shall furnish to the Client a copy of the insurance policy and all subsequent changes or updates. An endorsement or statement waiving the right of cancellation or reduction in coverage unless thirty (30) days prior written notice is given to the Client by registered or certified mail shall be included.

Insurance Coverage - As a condition of performing work for the Client, Vendor must provide satisfactory evidence of insurance coverage as follows:

A. Commercial general liability of at least $1,000,000;

B. A minimum umbrella policy of $3,000,000;

C. Professional liability coverage of a minimum of $2,000,000;

D. A minimum of statutory workers compensation insurance.

The coverage shall be the minimum amounts and shall not be diminished during the term of this Agreement and the Vendor shall provide copies of all certificates of insurance to the satisfaction of the Client as to coverage and content and shall maintain such coverages for at least six years from the completion of the Project.


Other Requirements

Evidence of insurance coverage, required herein, is to be provided to us in ACORD Certificate Form 25 or 25-S and must indicate:

1. That Commercial General Liability insurance policy includes coverage for item specified in 10.A above.

2. A Best's rating for each insurance carrier at B+VII or better.

3. That the insurance company will provide 30 days written notice of cancellation to the certificate holder and other words “endeavor to” and “but failure to mail such notice shall impose no obligation or liability of any kind upon the company, its agents or representatives” do not apply or have been removed.

4. That “Charter Township of Shelby Michigan” is additional insured on the General Liability policy certified,

Insurance Options

General Liability limits may be attained by individual policies or by a combination of underlying policies with umbrella and/or excess liability policies.

Notify Your Insurance Agent

Vendor may prevent unnecessary follow up resulting from incomplete insurance certificates, by sending or faxing a copy of these insurance requirements to Vendor's agent when requesting an insurance certificate.

3.3 Entire Agreement Clause

This Agreement, including appendices and referenced attachments, constitutes the entire Agreement between the Client and Vendor and supersedes all proposals, presentations, representations, and communications, whether oral or in writing, between the parties on this subject.

3.4 Identification of Parties to the Agreement Clause

Both the Vendor and Client shall be clearly identified by name. Neither of the identified parties to the Agreement shall assign or encumber any of its rights, or delegate or subcontract any of its duties defined in the Agreement, in whole or in part, to other third parties unless the other party to the Agreement gives prior written consent. Subject to the foregoing covenant against assignment and delegation, the rights created by the Agreement shall pass to the benefit of the


identified party and the duties and obligations resulting from the Agreement shall bind the identified party and their respective successors and assignees.


3.5 Agreement Extension and Modification Clause

The Agreement may be modified or extended in accordance with the following procedures. In the event that all parties to the Agreement agree that such changes would be of a minor and non-material nature, such changes may be effected by a written statement that describes the situation and is signed, prior to the effectiveness, by all parties. In the event that the changes are determined by either or all parties to the Agreement to be of a major or complex nature, then the change shall be by formal amendment of the Agreement signed by the parties and made a permanent part of the Agreement.

Under no circumstances, however, shall any parties to the Agreement forfeit or cancel any right presented in the Agreement by delaying or failing to exercise the right or by not immediately and promptly notifying the other party in the event of a default. In the event that a party to the Agreement waives a right, this does not indicate a waiver of the ability of the party to, at a subsequent time, enforce the right. The payment of funds to the Vendor by Client should in no way be interpreted as acceptance of the system or the waiver of performance requirements.

3.6 Term and Termination Clause

In the event that either party shall fail to maintain or keep in force any of the terms and conditions of this Agreement, the aggrieved party may notify the other party in writing via certified mail of such failure and demand that the same be remedied within ten (10) business days. Should the defaulting party fail to remedy the same within said period, the other party shall thereupon have the right to terminate this Agreement by giving the other party thirty (30) days written notice. Notwithstanding the foregoing, due to lack of State or Township funding, the Client may at any time during the life of this Agreement, terminate same by giving thirty (30) days notice in writing via certified mail to Vendor. In addition, if at any time a voluntary petition in bankruptcy shall be filed against the Vendor and shall not be dismissed within thirty (30) days, or if the Vendor shall take advantage of any insolvency law, or if a receiver or trustee of the Vendor's property shall be appointed and such appointment shall not be vacated within thirty (30) days, the Client shall have the right, in addition to any other rights of whatsoever nature that it may have at law or in equity, to terminate the contract by giving (30) days notice in writing of such termination.

As part of any termination, Vendor will ensure a smooth transition by turning over all documentation and completing operational tasks that are included as part of the contract.

3.7 Applicable and Governing Law Clause

The Agreement shall be subject to all laws of the Federal Government of the United States of America and to the laws of the State of Michigan. All duties of either party shall be legally performable in Michigan. The applicable law for any legal disputes arising out of this contract shall be the law of (and all actions hereunder shall be brought in) the State of Michigan, and the forum and venue for such disputes shall be in the courts of appropriate jurisdiction for Charter Township of Shelby, Michigan.


3.8 Freedom of Information Act

Vendor acknowledges that Client is subject by law to responding to all FOIA requests. Vendor shall comply with the FOIA in all respects and shall not restrict or otherwise inhibit Client from complying.

3.9 Confidentiality

Both parties recognize that their respective employees and agents, in the course of performance of this Agreement, may be exposed to confidential information and that disclosure of such information could violate rights to private individuals and entities. Each party agrees that it will not disclose any confidential information of the other party and further agrees to take appropriate action to prevent such disclosure by its employees or agents. The confidentiality covenants contained herein shall survive the termination or cancellation of this Agreement. This obligation of confidentiality shall not apply to (a) information that at the time of the disclosure is in the public domain; (b) information that, after disclosure, becomes part of the public domain by publication or otherwise, except by breach of this Agreement by a party; (c) information that a party can establish by reasonable proof was in that party’s possession at the time of disclosure; (d) information that a party receives from a third party who has a right to disclose it to that party; or (e) information that is subject to FOIA requests.

3.10 Notices ClauseAll notices or communications required or permitted as a part of the Agreement shall be in writing (unless another verifiable medium is expressly authorized) and shall be deemed delivered when:

1) Actually received, or2) Upon receipt by sender of a certified mail, return receipt signed by an employee or

agent of the party, or3) If not actually received, 10 days after deposit with the United States Postal Service

authorized mail center with proper postage (certified mail, return receipt requested) affixed and addressed to the respective other party at the address set out in the section of the Agreement titled "Identification of the Parties to the Agreement" or such other address as the party may have designated by notice or Agreement amendment to the other party, or

4) Upon delivery by the Client of the notice to an authorized Vendor representative while at Client site.

Note that if Vendor anticipates missing a due date, then Vendor must notify Client immediately so that a mutually acceptable revised due date can be agreed to. Consequences to be borne due to failure to receive a notice due to improper notification by the intended receiving party of a new address will be borne by the intended receiving party. The addresses of the parties to this License are as follows:


Vendor ______________________________

Charter Township of Shelby Township Board52700 Van DykeShelby Township, MI 48316

3.11 Survival Clause

All duties and responsibilities of any party that, either expressly or by their nature, extend into the future, shall extend beyond and survive the end of the contract term or cancellation of this Agreement.

3.12 Force Majeure Clause

Timely performance is essential to the successful initial implementation and ongoing operation of the network described herein. However, neither party will be liable for delays in performing its obligations under this Agreement to the extent that the delay is caused by force majeure.

3.12.1 Force Majeure Requisites

Force majeure shall not be allowed unless:

A. Within three (3) calendar days of the occurrence of force majeure, the party whose performance is delayed thereby shall provide the other party or parties with written notice explaining the cause and extent thereof, as well as a request for a time extension equal to the estimated duration of the force majeure events.

B. Within seven (7) calendar days after the cessation of the force majeure event, the party whose performance was delayed shall provide the other party written notice of the time at which force majeure ceased and a complete explanation of all pertinent events pertaining to the entire force majeure situation.

3.12.2 120 Day Maximum

Under no circumstances shall delays caused by a force majeure extend beyond one hundred-twenty (120) days from the scheduled delivery or completion date of a task, unless by prior [to the one hundred-twenty (120) days] written notice of permission of the other party. Failure to secure this written prior permission, even in the case of force majeure, shall constitute default by the party failing to meet the requirement.


3.12.3 Right of Cancellation

Either party shall have the right to cancel the contract Agreement if Force Majeure suspends performance of scheduled tasks by one or more parties for a period of one hundred-twenty (120) or more days from the scheduled date of the task. If a cancellation due to a Force Majeure occurs before title passes to the Client, the Vendor may keep any parts of the system as it can salvage, but must remove same at its own expense. If cancellation occurs due to a Force Majeure after title passes to the Client, the system shall remain with the Client and the Vendor shall be entitled to any such payments as have accrued according to the payment schedule.

3.13 Incorporation by Reference

The Vendor shall supply the services adequate to accomplish the requirements as set forth in the Request for Proposals and the Vendor response to the Request for Proposals. Parties agree that where there is a conflict between terms of this Agreement and the information presented in the referenced documents, this Agreement shall take precedence. The parties also agree that where there is not a conflict between this Agreement and the information presented in the referenced documents, that all terms, conditions and offers presented in the Vendor's proposal shall herein be referenced to the Agreement and shall be binding upon all parties to the Agreement.

3.14 Patents, Copyrights, and Proprietary Rights Indemnification

The Vendor, at its own expense, shall completely and entirely defend the Client from any claim or suit brought against the Client arising from claims of violation of United States patents or copyrights resulting from the Vendor or the Client’s use of any equipment, technology, documentation, and/or data developed in connection with the services and products described in this Agreement. The Client will provide the Vendor with a written notice of any such claim or suit. The Client will also assist the Vendor, in all reasonable ways, in the preparation of information helpful to the Vendor in defending the Client against this suit.

In the event that the Client is required to pay monies in defending such claims, resulting from the Vendor being uncooperative or unsuccessful in representing the Client's interest, or in the event that the Client is ordered to pay damages as a result of a judgment arising out of an infringement of patents and/or copyrights, Vendor agrees to fully reimburse the Client for all monies expended in connection with these matters. The Client retains the right to offset against any amounts owed Vendor any such monies expended by the Client in defending itself against such claims.

Should a court order be issued against the Client restricting the Client's use of any product of a claim and should the Vendor determine not to further appeal the claim issue, at the Client's sole option the Vendor shall provide, at the Vendor's sole expense, the following:

A. Purchase for the Client the rights to continue using the contested product(s), or

B. Provide substitute products to the Client which are, in the Client's sole opinion, of equal or greater quality, or


C. Refund all monies paid to the Vendor for the product(s) subject to the court action. The Vendor shall also pay to the Client all reasonable related losses related to the product(s) and for all reasonable expenses related to the installation and conversion to the new product(s).

3.15 Nondiscrimination by Vendors or Agents of Vendor

Neither the Vendor nor anyone with whom the Vendor shall contract shall discriminate against any person employed or applying for employment concerning the performance of the Vendor responsibilities under this Agreement. This discrimination prohibition shall apply to all matters of initial employment, tenure, and terms of employment, or otherwise with respect to any matter directly or indirectly relating to employment concerning race, color, religion, national origin, age, sex, sexual orientation, ancestry, disability that is unrelated to the individual’s ability to perform the duties of a particular job or position, height, weight, marital status, or political affiliation. A breach of this covenant may be regarded as a default by the Vendor of this Agreement.

3.16 Subcontractors

Vendors may use subcontractors in connection with the work performed under this Agreement. When using subcontractors, however, the Vendor must obtain written prior approval from the Client for activities or duties to take place at the Client site. In using subcontractors, the Vendor agrees to be responsible for all their acts and omissions to the same extent as if the subcontractors were employees of the Vendor.

3.17 Effect of Regulation

Should any local, state, or national regulatory authority having jurisdiction over the Client enter a valid and enforceable order upon the Client which has the effect of changing or superseding any term or condition of this Agreement, such order shall be complied with, but only so long as such order remains in effect and only to the extent actually necessary under the law. In such event, this Agreement shall remain in effect, unless the effect of the order is to deprive the Client of a material part of its Agreement with the Vendor. In the event this order results in depriving the Client of materials or raising their costs beyond that defined in this Agreement, the Client shall have the right to rescind all or part of this Agreement (if such a rescission is practical) or to end the Agreement term upon thirty (30) days written prior notice to the Vendor. Should the Agreement be terminated under such circumstances, the Client shall be absolved of all penalties and financial assessments related to cancellation of the Agreement.

The Client shall not be charged for such compliance beyond the cost of the annual support fees. The Client shall also not be charged for analysis, investigation, design, programming, conversion, or implementation of such compliance beyond the cost of the annual support fees.


3.18 Control of Sub-Contractor, Project Team and Project Manager Designation

The Vendor understands that delivery of the required services that is the subject of this Agreement shall be accomplished by a cooperative effort. To most effectively manage this complicated process, the Vendor shall designate a single representative to act as an ex-officio member of the Client’s project management team and who shall have the authority to act on behalf of the Vendor on all matters pertaining to this Agreement.

Client shall have the right to approve all subcontractors, Account / Project Manager, and staff assigned to Client by Vendor. In the event that an employee of the Vendor is, in the opinion of the Client, uncooperative, inept, incompetent, or otherwise unacceptable, the Vendor agrees to remove such person from responsibility in the project. In the event of such a removal, the Vendor shall, within fifteen (15) days, fill this representative vacancy as described above. Regardless of whom the Vendor has designated as the representative, the Vendor organization remains the ultimate responsible party for performing the tasks and responsibilities presented in this Agreement.

3.19 Assignments

Client and the Vendor each binds themselves, their partners, successors, and other legal representatives to all covenants, agreements, and obligations contained in this Agreement. This Agreement or any part thereof shall not be assigned or subcontracted by Vendor without the prior written permission of the Client; any attempt to do so without said prior permission shall be void and of no effect.

3.20 Vendor as Independent Contractor

It is expressly agreed that the Vendor is not an agent of Client, but an independent contractor. The Vendor shall not pledge or attempt to pledge the credit of Client or in any other way attempt to bind the Client.

3.21 Standard Forms and Contracts

Any forms and contracts the Vendor(s) proposes to include as part of any agreement resulting from this proposal response between the vendor(s) and the Client must be submitted as part of this proposal. Any forms and contracts not submitted as part of the proposal and subsequently presented for inclusion may be rejected. Client reserves the right to accept or reject in whole or in part any form contract submitted by a vendor and/or to require that amendments be made thereto, or that an agreement drafted by the Client be utilized. This requirement includes, but is not limited to, the following types of forms: subcontractor, franchise, warranty agreements, maintenance contracts, and support agreements. The Client will negotiate any and all contracts/agreements and prices/fees with the finalist vendor, if doing so is deemed in the best interest of the Client.


3.22 Advertisement

Vendor shall not use, in its external advertising, marketing programs, or other promotional efforts, any data, pictures, or other representation of the Client except on the specific written authorization in advance of the Client’s Executive Director. Vendor will limit and direct any of its advertising on the Client’s premises and shall make arrangements for such advertising through the Director of Administration. Vendor shall not install any signs or other displays within or without the Client’s premises unless in each instance the prior written approval of the Client’s Executive Director has been obtained. However, nothing in this clause shall preclude Vendor from listing the Client on its routine client list for matters of reference.

3.23 Non-Performance Escalation Procedures

In the event that the Client determines that Vendor is not performing in a manner consistent with the intent and spirit of this Agreement or in a manner consistent with commonly accepted business practices, then the Client shall have the right to, in the sequence shown: (a) formally notify Vendor of non-performance, (b) reserve the right to withhold any and all payments pending, including support and maintenance agreement fees, until the non-performance is corrected, (c) request a joint meeting of Vendor and Client decision makers to attempt to resolve the non-performance, (d) require a Vendor employee to be on-site at Client’s location until the non-performance is resolved, (e) request arbitration in Charter Township of Shelby, Michigan per terms of the American Arbitration Association or at Client’s sole option, commencing suit in the Township Circuit Court, the venue of which is agreed to by Vendor;, (f) invoke the Termination clause herein.

3.24 Legal Jurisdiction

Vendor and Client mutually agree to submit themselves solely to the jurisdiction of the courts in the Charter Township of Shelby, State of Michigan with respect to suits, and other court actions arising in connection with this Agreement.

3.25 Non-Collusion

Vendor and Vendor, Inc. hereby represent and agree that it has in no way entered into any contingent fee arrangement with any firm, employee of the Client, or other person or entity concerning the obtaining of this Agreement. In addition, Vendor and Vendor, Inc. agree that a duly authorized Vendor and Vendor, Inc. representative will sign a non-collusion affidavit, in a form acceptable to Client, that Vendor and Vendor, Inc. has received from Client no incentive or special payments, or considerations not related to the provision of the System described in this Agreement.


3.26 Payment Terms

As the sole and entire financial consideration for all of the Services to be performed by Vendor under this Agreement, and for all of the other tasks, services and obligations of Vendor under this agreement, the Township shall pay to Vendor the fees and charges as set forth in Exhibit X (Pricing). The Township shall be invoiced monthly in twelve (12) equal payments. The amounts paid by the Township include all Vendor costs, including Vendor overhead, profit margin and all costs of service, product and goods delivery within the definition of services. Except as otherwise expressly stated, the Township shall not pay Vendor any additional fees, assessments, reimbursements or expenses for labor and general business expenses (including travel, meals and overhead expenses) for the Services provided. For all invoices not paid when due, the Township agrees to pay interest at a rate equal to one percent (1%) over the then current prime rate established by Citibank N.A., New York, or the maximum allowable by applicable law, whichever is less.

3.27 Billing Disputes

Vendor shall exercise good faith efforts to resolve all billing disputes to the satisfaction of the Township within thirty (30) days. The Township shall be entitled to withhold amounts in dispute without claiming a default of a material duty or obligation by Vendor.

3.28 Incidental Expenses

Vendor acknowledges that, except as expressly provided otherwise in this Agreement, expenses that Vendor incurs in performing the Services (including management, travel and lodging, document reproduction and shipping, desktop Equipment and other office Equipment required by Supplier Personnel, and long-distance telephone) are included in Vendor’s charges and rates set forth in this Agreement. Accordingly, such Vendor expenses are not separately reimbursable by the Township unless the Township, in its sole discretion, has agreed in advance and in writing to reimburse Vendor for the expense, and those expenses comply with Township then-current expense policy.

3.29 Fee Increases

Unless otherwise stated by the Township in writing, Changes under this Agreement may result in increases in the applicable Fees only if and to the extent: (i) the Agreement expressly provide for an increase in the Fees in such circumstances; (ii) the agreed upon Fees or pricing methodology expressly provides for a price increase in such circumstances; or (iii) such Change or other changes meets the definition of New Services add additional Fees are applicable. Any and all Fee increase must be approved in advance and in writing by the Township.


3.30 Termination of Services

If all or any portion of the Service being provided by Vendor to the Township under this Agreement is terminated for any reason, then the Fees relating to such terminated Services shall be reduced in the amount as reflected for such Service and such reduction shall apply as of the Termination Date(s).

3.31 Asset Transfer

The Township will retain ownership of all assets that will be managed and used by the Vendor as part of this Agreement. All assets procured specifically to provide the Services in this Agreement will be in the Township’s name.

3.32 Equal Opportunity Employment / Nondiscrimination Policy

It is the policy of the Client that all vendors who provide goods and services to the Client government by contract, shall, as a condition of providing goods and services, adhere to all Federal, State and Local laws, ordinances, rules and regulations, and policies, if applicable, prohibiting discrimination in regard to persons to be served and employees and applicants for employment including, but not limited to, the following:

The Elliott-Larsen Civil Rights Act, 1976 PA 453, as amended.

The Persons with Disabilities Civil Rights Act, 1976 PA 220, as amended.

Section 504 of the Federal Rehabilitation Act of 1973, PL 93-112, 87 Stat 355, as amended, and rules adopted thereunder.

The Americans with Disabilities Act of 1990, PL 101-336, 104 Stat 327 (42 USCA § 12101 et seq.), as amended, and regulations promulgated thereunder.

All vendors shall, as a condition of providing goods and services, as required by law and/or the Client’s Equal Opportunity Employment/Nondiscrimination Policy, not discriminate against persons to be served or an employee or applicant for employment with respect to hire, tenure, terms, conditions, or privileges of employment, or a matter directly or indirectly related to employment because of race, color, religion, national origin, age, sex, sexual orientation, ancestry, disability that is unrelated to the individual’s ability to perform the duties of a particular job or position, height, weight, marital status, or political affiliation.

Where there has been a conclusive finding that a vendor has violated Federal, State, or Local equal opportunity statutes, ordinances, rules/regulations, or policies, that vendor shall be barred from providing goods and services to the Client for five (5) years from the date that a determination of the violation has been made in accordance with applicable statutes,


ordinances, rules/regulations, or policies or from the date that such determination becomes known, unless a specific exemption is granted by the Client’s governing body.

Any violation of Federal, State, or Local equal opportunity statutes, ordinances, rules/regulations, or policies during the course of time during which the vendor is providing goods or services to the Client shall be regarded as a material breach of any contract between the Client and the Vendor, and the Client may terminate such contract effective as of the date of delivery of written notification to the vendor.

Any employee of a vendor providing goods and services by contract to the Client, or any employee of a subcontractor of a vendor providing goods and services to the Client by contract, or any bona fide organization representing such employees may file a written complaint with the governing body or its designated agent, if any, challenging the compliance by a vendor with the terms of this policy, the governing body or its designated agent shall then conduct an investigation to determine whether the policy has been violated.

Any vendor found to have retaliated in violation of a Federal or State law against an employee for filing a claim of violation of Federal, State, or Local equal opportunity statutes, ordinances, rules/regulations, or policies shall be ineligible to provide any goods or services to the Client government for a period of five (5) years from the date of such finding.


3.33 Minimal Contract Terms & Conditions Compliance Checklist

Proposal responders are to mark either the Comply, Exception, or Not Comply column. Comply indicates the proposal responder understands and agrees to comply fully. Exceptions must be fully explained on the bottom portion of this page. The Client reserves the right to reject any proposal for non-compliance with one or more of the specifications.

Minimal Contract Terms and Conditions Compliance Checklist# Title Comply Exception Not

Comply

1. General Conditions

2. Insurance

3. Entire Agreement Clause

4. Identification of Parties to the Agreement Clause

5. Agreement Extension and Modification Clause

6. Term and Termination Clause

7. Applicable and Governing Law Clause

8. Freedom of Information Act

9. Confidentiality

10. Notices Clause

11. Survival Clause

12. Force Majeure Clause

13. Incorporation by Reference

14. Patents, Copyrights, and Proprietary Rights Indemnification

15. Nondiscrimination by Vendors or Agents of Vendor

16. Subcontractors

17. Effect of Regulation

18. Control of Sub-Contractor, Project Team and Project Manager Designation

19. Assignments

20. Vendor as Independent Contractor

21. Standard Forms and Contracts


Minimal Contract Terms and Conditions Compliance Checklist# Title Comply Exception Not

Comply

22. Advertisement

23. Non-Performance Escalation Procedures

24. Legal Jurisdiction

25. Non-Collusion

26. Payment Terms

27. Billing Disputes

28. Incidental Expenses

29. Fee Increases

30. Termination of Services

31. Asset Transfers

32. Equal Opportunity Employment / Nondiscrimination Policy


Compliance Exceptions


4. VENDOR RESPONSE FORMS

4.1 Vendor Profile

RESPONSE

Vendor name:

Vendor address:

Vendor contact:

Vendor telephone number:

Vendor e-mail address:

Vendor fax number:

RESPONSE

Year in which company was founded

Is Company wholly owned? If not, state parent company:

State and gross sales of the company’s last fiscal year

State the number of facilities located within a 50-mile radius of Owner and their locations

State the location of the facility that will be responsible for this installation

Out of the above office, state the number of:

Total employeesBusiness Management StaffData Center TechniciansNetwork Services TechniciansApplication Software TechniciansHelp Desk Technicians


4.2 Staffing QualificationsIn its proposal, the successful bidder must give evidence of its staff capabilities for those employees to be assigned this account in the following areas:

Demonstrated Knowledge of: Network and computer operating systems, software applications, and hardware standards; principles and practices of project management; supervisory principles; principles of computer systems design, operation and control; data communications, including local and wide area networks; security systems and procedures; diagnostic hardware utilities and testing equipment; disaster recovery and prevention methods and procedures.

Demonstrated Ability to: Administer local and wide area networks; plan, manage and implement complex projects; establish and meet short and long term goals and objectives; troubleshoot network and computer hardware and software problems; install and configure network and computer hardware and software; set priorities and organize work; communicate effectively both orally and in writing; provide excellent customer service; work independently; reason logically and make sound judgments; tolerate interruptions and work well under pressure; meet deadlines; organize and maintain accurate records and files; and exemplify an enthusiastic, resourceful and effective customer service attitude with those contacted in the course of work.

Further Ability to: Effectively work as part of a Township-wide team; lead and direct the work of others; develop and maintain effective relationships with those contacted in the course of work; identify opportunities for improving service, systems and procedures; keep abreast of current computer technology, practices and procedures; learn computer related tasks specific to the Township; learn and understand principles, procedures and practices of the Township’s municipal operations.

Indicate if you comply with each requirement. For those categories for which your experience level falls short, indicate with what years your experience level consists.

GENERAL REQUIREMENTS Organizational Experience

Proposed Township Team Experience

5 Year Requirements

Tier 1 or 2 Name Brand Manufacturer IT/Service provider or business partner

Federal, State or Local Government Experience IT Support

Software Support, Installation, Configuration and Management for the Government Sector

Help Desk

User Services

LAN/WAN Network Support in a Heterogeneous Environment including Internet Services


GENERAL REQUIREMENTS Organizational Experience

Proposed Township Team Experience

Crystal Reports Experience

SQL Server Experience

Imaging Systems Experience

Microsoft Office Software Applications

Microsoft Network Operating Systems

Microsoft Desktop Operating System and Related Application Software and Utilities

Telecommunications

Certifications are not required in all areas, please indicate which areas that you do have staff with certifications or experience and list that in the space provided.

STAFF QUALIFICATIONS Organizational Experience

Proposed Township Team Credentials

A+ Certification

Microsoft Certified Systems Administrator (MCSA) certification

Microsoft Certified IT Professional (MCITP) certification

Microsoft Certified Database Administrator (MCDBA)

VMware certification

Network+ certification

Security+ certification

Microsoft MCSE certifications (Which one(s)? )

Cisco certification

Cisco Certified Network Associate (CCNA) certification

Microsoft Exchange certification

Backup Exec certification; and, as to those staffers who are not certified, schooling in the foregoing

Trend Micro experience


STAFF QUALIFICATIONS Organizational Experience

Proposed Township Team Credentials

SQL Server experience

Crystal Reports experience

LaserFiche Imaging System experience


4.3 Vendor Questionnaire

4.3.1 NarrativeInclude a narrative summary of the services and expertise your organization will provide the Township. The narrative should indicate the ability and commitment of the bidder to meet the terms of this RFP, especially in the areas of staffing, data center support, network services support, application software support, web services support, help desk, user services support and telecommunications support.

Response:

4.3.2 Prior Experience

1. Indicate prior experience which demonstrates your organization's expertise in providing the required services specifically those with governmental clients including local governments similar to Shelby Township.

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2. What specific experience, if any, do you have in supporting municipal management information systems (e.g., New World Systems) and related technologies (e.g., LaserFiche imaging solution)?

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3. How many Information Technology Service Provider agreements has your organization had?a. How many does it currently have?b. How many for a Governmental client?

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4.3.3 Organization Staffing

1. Describe the staffing with regard to the number of personnel assigned to the Township account, the specific roles and responsibilities of these staff and the expected number of hours per week that these staff will be committed to the account.

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2. The bidder must identify each proposed key personnel resource that will be dedicated to the Township contract (understanding that the Township may interview 3-5 personnel before final candidate is selected) including inclusion of staff resumes.

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3. Describe your approach to staffing client accounts, (e.g. are staff dedicated to clients or rotated based on the specialties/availability?).

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4.3.4 Transition Plan1. Vendor’s proposal must include a detailed transition plan that is required to accomplish the

transition with an absolute minimum of disruption to Township operations.

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2. Vendor to indicate if they are willing to take on incumbent service provider staff.

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3. Vendor to provide their standard approach, process and time commitment for taking on incumbent service provider staff.

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4.3.5 Equipment1. Indicate if your proposal includes any hardware or software. If so, please indicate what is

included and whether this will be charged to the Township.

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2. Indicate if you are able to offer government discounts on hardware and software purchases including GSA pricing.

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3. Indicate if your proposal includes any remote monitoring. If so, please indicate what is included.

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4. Indicate what requirements you have for the Township with regards to equipment, space, supplies, etc. to be provided.

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4.3.6 Operating Procedures1. The vendor must provide, and make available on request, accurate and up-to-date

operations documentation and procedures.

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2. Will your management be accessible on a continuous 24-hour per day basis via pager or cell phone?

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3. Error determination will be the responsibility of the Information Technology Service Provider's staff (i.e., is a problem due to hardware, network, cabling, system software, etc.).


a. During standard system availability hours will problems be addressed immediately? If not, what is your standard response time to address problems?

b. During other hours, will support be available within two hours? If not, when will support be available?

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4. Will you provide technical and operational support with respect to necessary hardware and software changes required by the vendor or necessitated by the acquisition of additional equipment, software, etc.?

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5. Will you coordinate error resolution with 3rd party software providers?

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6. Will you perform custom programming and support of existing custom programs?

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7. Please describe the time required and schedule for preventative maintenance, including any effects on our systems and services.

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8. Will you be able to perform maintenance on off hours so as not to impact Township operations?

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4.3.7 Workflows

Describe or provide flowchart diagrams for the following questions (1-6):


1. Please describe your Help Desk process/assistance and escalation procedures.

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2. Please describe your network maintenance process / procedures.

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3. Please describe your application maintenance process / procedures.

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4. Please describe your website / portal maintenance process / procedures.

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5. Please describe how issues are handled from start to finish.

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6. Please describe your incident response process.

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4.3.8 Additional Information

1. Provide any other information regarding your company's background that would be relevant in assessing your ability to successfully support the Township.

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2. Provide a copy of a sample contract.

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4.4 Pricing

The following should be considered by Vendors responding to this RFP:

1. Vendors should provide pricing for an agreement of three years, with an optional 1 year extension.

2. Administrative costs, including all travel and expenses, cannot be billed as a time and materials add-on. They must be included in the basic fee structure.

3. For specific services that are outside the scope of this contract, please provide an hourly rate for these staff by job function.

4. Vendors are encouraged to unbundle their bids such that the Township can determine the array of services provided and selected those that provide the most value for the Township.

5. Vendors are specifically requested to separate out costs for each of the support areas.

Year 1 Year 2 Year 3 Year 4 (Optional)

Total

Services (ALL Township Departments)Technology Administration $ $ $ $ $Data Center $ $ $ $ $Network Services $ $ $ $ $Application Software $ $ $ $ $Web Applications $ $ $ $ $Help Desk $ $ $ $ $User Support Services $ $ $ $ $Cabling $ $ $ $ $

Total Services: $ $ $ $ $


4.5 Subcontractors & References

4.5.1 SubcontractorsPlease complete the following:

Will a subcontractor(s) be used?

If Yes, name of subcontractor

Have you worked with this subcontractor within the last 12 months?

Responsibilities to Include:

Provide three (3) customer references (including contact names and phone numbers) for similar work performed by each subcontractor you will use on this project:

1.

2.

3.


4.5.2 ReferencesList three (3) similar contracts by your company. Please note those that were handled by the office that will be responsible for this contract:

VENDOR REFERENCE #1

Reference Name

Reference Phone # and Contact Name

Date of Contract

Number of Users/Sites

Services Provided

Will your facility that served this customer be Responsible for the proposed project?

VENDOR REFERENCE #2

Reference Name


Date of Contract


Services Provided


VENDOR REFERENCE #3

Reference Name


Date of Contract


Services Provided


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