Proactive Service. Utilizing all the previously outlined areas of RSI’s managed service practice, Right Systems is able to get ahead of issues we see on the horizon. We look at your infrastructure’s service dashboards each day and notate areas that might pose potential issues down the road. We prefer to deal with issues from a proactive perspective, making recommendations for upgrades and future projects when applicable, rather than rely solely on reactive. The following section defines the activities, services levels and procedures associated with the Managed Service offering for City of ▇▇▇▇▇▇▇▇. For further definition of what is included in coverage, see Appendix A – Coverage and Current Equipment. City Hall – includes multiple buildings on site connected to the same network Police Department Water Treatment Wellheads 33 End Users Hosts/Guests HP DL360 (2) – Windows 2022 Server HP DL 380 (1) – Rubrik MSA 1060 NAS YES Network Devices (Route/Switch/APs) • Firewall o Fortinet 4 – 1 each site • Switches: Aruba o 1 - City Hall o 3 – Netgear switches at small sites • Access Points o Fortinet (4) YES Desktops Windows 10 & 11 Antivirus: Sophos Device Management: Intune YES Security Support • Microsoft Entra Identity Management • Microsoft Multi-Factor authentication • Microsoft Cloud App Security • Conditional Access policies • General administration and support YES Microsoft CSP License Management NO Proactive Management 8am-5pm, Monday-Friday 24x7x365 monitoring & critical issue support YES On Demand Monthly Reporting YES Quarterly Business Reviews YES Vendor Management Microsoft Fortinet HP Comcast Sophos Rubrik YES Patching: Windows Server Windows Desktop Fortinet Firewalls and AP’s Aruba Switches Mutually agreeable schedule Customer-owned Backup Management Support Rubrik + Offsite YES Onboarding • Project kickoff call with City of ▇▇▇▇▇▇▇▇ and RSI Engineering to review SOW, project goals, expectations, and timeline • Obtain and review existing documentation. Enhance and update documentation where required • Inventory all systems covered by contract • Perform review of key technology areas to include o Network o Datacenter o End User Compute o Security o Collaboration o Major Line of Business Applications • Stage 2 – Implementation and Optimization o Network ▪ Implement VPN and integrate Microsoft MFA for secure remote management o Deploy Microsoft Intune ▪ Configure baseline security policy ▪ Configure Windows 11 update policy ▪ Configure and deploy applications • Microsoft 365 applications • ConnectWise Automate ▪ Implement Bitlocker encryption ▪ Configure device compliance policy ▪ Configure conditional Access Policy o Microsoft Services ▪ Microsoft Entra Identity Management ▪ Deploy Microsoft MFA and integrate with: • Microsoft 365 • Police Department ▪ Microsoft Cloud App Security ▪ Conditional Access policies o Optimize backup schedules and retention periods o Deploy LogicMonitor Alerting and Device Management ▪ Create alert and notification configurations ▪ Perform initial review and system analysis ▪ Create and deliver appropriate end user documentation regarding ticket request and management processes o Deploy ConnectWise Automate o Complete Backend RSI Managed Services Onboarding o Perform turnover with Managed Services support team for each work effort outlined in the SOW Assumptions: • All equipment will be on current supported versions of software from the OEM • All hardware on contract will be supportable by the OEM • All core infrastructure equipment will have OEM support available and current maintenance • Environment is currently stable and up to best practices • Documentation on current state will be provided by customer including: network diagram, current directory structure, configuration workbooks, vendor and phone contacts, full inventory of covered equipment • If RSI need to update, upgrade, or replace any systems to meet the above standards, then additional charges for equipment and services will be charged via a change request or addendum to this contract Support
Appears in 1 contract
Sources: Managed Service Agreement
Proactive Service. Utilizing all the previously outlined areas of RSI’s managed service practice, Right Systems is able to get ahead of issues we see on the horizon. We look at your infrastructure’s service dashboards each day and notate areas that might pose potential issues down the road. We prefer to deal with issues from a proactive perspective, making recommendations for upgrades and future projects when applicable, rather than rely solely on reactive. The following section defines the activities, services levels and procedures associated with the Managed Service offering for City of ▇▇▇▇▇▇▇▇. For further definition of what is included in coverage, see Appendix A – Coverage and Current Equipment. City Hall – includes multiple buildings on site connected Tier 1 Service Desk Support • Normal business hours as defined in Service Level Objectives o Onboarding/job changes/Offboarding o Account management o Day to day end user productivity support • After hours and weekend on-call hours as defined in Service Level Objectives o After hours support by tier 1 support staff with escalation to tier 2 as defined in Service Level Objectives • ConnectWise Ticket system access • Reporting o Monthly BrightGauge report o Monthly SmileBack CSAT report ▪ Operational Management and Remote Tier 2 and 3 support ▪ Monitoring and Incident Remediation o Issue resolution ▪ Root cause analysis of problems that have occurred ▪ Identification of resolution and preventative measures ▪ Alerting and Notification o Availability monitoring o Performance monitoring: CPU, Memory and Disk space, network down o The health of the same network Police Department Water Treatment Wellheads 33 End Users Hosts/Guests HP DL360 (2) – Windows 2022 Server HP DL 380 (1) – Rubrik MSA 1060 NAS YES underlying managed platform ▪ Change Management and control ▪ Regular preventative maintenance and patching in accordance with agreed upon schedule ▪ License governance: Manage license usage and allocation ▪ Network Devices (Route/Switch/APs) • Firewall o Firewall: Fortinet 4 – 1 each site • o Switches: Aruba o ▪ 1 - City Hall o ▪ 3 – Netgear switches at small sites • o Access Points o ▪ Fortinet (4) YES Desktops o Support ▪ Firewall policies and security profiles ▪ Firewall ports, services, and applications ▪ Interface bandwidth and utilization ▪ VPN support ▪ System performance ▪ Incident troubleshooting ▪ Semi-Annual firmware updates ▪ Out of band updates in accordance with vendor released critical vulnerabilities ▪ Network device monitoring ▪ Review supported firmware versions monthly ▪ Datacenter o Virtualization Infrastructure ▪ Monitoring ▪ Administration ▪ Hosts • Microsoft Hyper-V (1) • Physical (2) ▪ Virtual Machines • (5) Windows 10 & 11 Antivirus: Sophos Servers o Microsoft 365 ▪ Exchange Online administration ▪ End User and Cloud Services o Escalated End User support o Microsoft Intune ▪ Device Management: Intune YES enrollment and reset ▪ Security Support • baselines ▪ Security Profiles ▪ Application deployment ▪ Configuration profiles ▪ Enroll devices and validate functionality o Print Management ▪ Security o Microsoft 365 ▪ Microsoft Entra Identity Management • Conditional access policy management • Microsoft Multi-Factor authentication • ▪ Microsoft Cloud App Security • Conditional Access policies • ▪ General administration and support YES o Antivirus ▪ Sophos ▪ Vulnerability reporting and response • High • Critical ▪ See Appendix A for additional support details Microsoft CSP License Management NO Proactive Management 8am-5pm, Monday-Friday Monitoring & Critical Issue Support 24x7x365 monitoring & critical issue support YES On Demand Monthly Reporting YES Quarterly Business Reviews YES Quarterly Engineering Security Review NO Project Coordinator Support NO As Needed on-site Support NO Inventory Management NO CJIS Certification Requirements YES Vendor Management (limited to named vendors only) Microsoft Assured Data Protection (Rubrik vendor) Fortinet HP Sophos Comcast Sophos Rubrik YES Patching: Windows Server Windows Desktop Fortinet Firewalls and AP’s Aruba Switches Patching – list systems in coverage Network Firmware Microsoft Operating System Mutually agreeable schedule In-place System upgrades Mutually agreeable schedule Customer-owned Backup Management Support Rubrik + Offsite YES Mutually agreeable schedule Service Onboarding • Project kickoff STAGE 1 – Police Department IT Optimization o Kickoff call with City of ▇▇▇▇▇▇▇▇ and RSI Engineering to review SOW, project goals, expectations, scope and timeline • Obtain readiness o Connect City and review existing documentation. Enhance and update documentation where required • Inventory all systems covered by contract • Police networks o Consolidate environment into 1 domain o Migrate PC’s into a single domain o Create new Windows file server o Perform review migration of key technology areas to include o Network o Datacenter o End User Compute o Security o Collaboration o Major Line of Business Applications • Stage 2 – Implementation and Optimization o Network ▪ Implement VPN and integrate Microsoft MFA for secure remote management o Deploy Microsoft Intune ▪ Configure baseline security policy ▪ Configure Windows 11 update policy ▪ Configure and deploy applications • Microsoft 365 applications • ConnectWise Automate ▪ Implement Bitlocker encryption ▪ Configure device compliance policy ▪ Configure conditional Access Policy o Microsoft Services ▪ Microsoft Entra Identity Management ▪ Deploy Microsoft MFA and integrate with: • Microsoft 365 • Police Department ▪ Microsoft Cloud App Security ▪ Conditional Access policies files to new file server o Optimize backup schedules Infrastructure rebuild and retention periods recovery o Deploy LogicMonitor Alerting Test and Device Management ▪ Create alert validate configuration, resolve issues as they arise • Deliverables o City and notification configurations ▪ Perform initial review and system analysis ▪ Create and deliver appropriate end user documentation regarding ticket request and management processes o Deploy ConnectWise Automate o Complete Backend RSI Managed Services Onboarding o Perform turnover with Managed Services support team for each work effort outlined in the SOW Police Department IT environments consolidated into a single environment, logically separated. Assumptions: • All equipment will be on current supported versions of software from the OEM • All hardware on contract will be supportable by the OEM. Any hardware not OEM supported will be supported on a best effort basis. • All software on contract will be supportable by the OEM. Any software not an OEM supported version will be supported on a best effort basis. • All core infrastructure equipment will have OEM support available and current maintenance. Any core infrastructure equipment without OEM and current maintenance will be supported version will be supported on a best effort basis. • Environment is currently stable and up to best practices practices. Unstable aspects of the environment will be supported on a best effort basis. • Documentation on current state will be provided on a best effort basis by customer including: network diagram, current directory structure, configuration workbooks, vendor and phone contacts, full inventory of covered equipment equipment. • If RSI need to update, upgrade, upgrade or replace any systems to meet the above standards, then additional charges for equipment and services will be charged via a change request or addendum to this contract contract. Support Standard Operating Procedure • Tickets are defined as issues and problems that are user-impacting and not administrative in nature. • Tickets can be initiated via email or phone, from technical contacts previously designated by the customer. • Tickets will be addressed by severity. • Tickets may be auto generated from the RSI monitoring and management solution. • Vendor-initiated communication will be determined and managed by RSI based on ticket cause and severity. • Tickets determined not to be related to the managed technologies will be sent back to City of ▇▇▇▇▇▇▇▇. Repeated events where tickets are not related to supported equipment may result in additional charges or termination of the agreement. • Proactive Change Management. As determined by RSI, with schedule and approval coordinated by City of ▇▇▇▇▇▇▇▇, RSI may perform changes necessary to maintain the appropriate level of service in the environment. • Backup Checks weekly • Emergency Change Management. For changes necessary to resolve user impacting system outages or other emergency situations where immediate action is required to prevent a user impacting outage, approval is granted retroactively by the customer. After the emergency or outage situation has been resolved, RSI will promptly notify the customer contacts and provide sufficient detail regarding the issues, the changes implemented, and the recommended preventative measures. • It is understood that any services requested by City of ▇▇▇▇▇▇▇▇ that fall outside of the terms of this agreement will be quoted and billed as separate services. Services will be billed at the agreed to rates for hourly work outlined in the pricing section of this document • City of ▇▇▇▇▇▇▇▇ grants RSI authorization to view any data within the regular routine of the repair and support of the environment. City of ▇▇▇▇▇▇▇▇ also authorizes RSI to reasonably delete, change, and/or rewrite any necessary information to complete the system repair or support that is consistent with the standards and practices in the industry. Support
Appears in 1 contract
Sources: Managed Service Agreement