Addendum 2 _ RFP_ 25_11_005 IT Managed Servic.pdf

Oconee County Board of Commissioners

Addendum 2

DATE: December 4, 2024

TO: All Prospective Bidders

FROM: Procurement Officer

RE: Addendum 2, RFP# 25-11-005 IT Managed Services

The following changes are to be incorporated into the solicitation documents dated November 12, 2024. All those receiving this addendum should modify their documents to show the below described changes.

Answers to questions submitted prior to the deadline of 5:00 pm on November 27, 2024.

All questions shall be directed to Ms. Jessica Ellis, Procurement Officer via email at ocbids@oconee.ga.us

Answers to questions submitted prior to the deadline of 5:00 pm on November 27, 2024.

1. Can we submit the proposal via email?

- The County does not accept electronic bids. Submissions may be mailed in or hand delivered.

2. Can the work be done remotely? If on-site is required, what percentage of the total work does it constitute?

- The work can be done remotely. However, we have requested on-site presence for project work in the past. The percentage of work requiring on-site is less than 2%.

3. Do you have an incumbent? If so, are there any pain points associated?

- Athens Microcomputer Center Inc. is the County’s current MSP.

4. What is the estimated budget?

- A budget has not been set for this contract.

5. Do you have the previous bid tabulation or solicitation number?

- The previous solicitation number was RFP#1908-06. Bid documents from previous bids can be requested through an open records request.

6. How many staff members are needed?

- One staff member for the optional on-site tech request.

7. Do you have a joint venture affidavit document for completion?

- The County doesn’t require a joint venture affidavit.

8. Please specify the historical data on the number of tickets (annual/monthly/weekly).

- 1442 annual, 120 monthly, 28 weekly.

9. Please specify the types of tickets.

- Network, Software, Hardware, Cybersecurity, HR, General Helpdesk.

10. How many agents are currently working under this contract?

- Currently one on-site member, with a team of 3 supporting if necessary.

11. Is the County facing any issues under the current contract? If so, please specify.

- No issues under the current contract.

12. It is our understanding that the defined forms need to be attached to the technical proposal and the cost proposal needs to be submitted separately. Is it correct?

- That is correct.

13. It is mentioned that the vendor needs to submit a total of four (4) sealed bids: one (1) unbound original, two (2) bound copies, and one (1) electronic copy. Please specify whether these instructions apply only to the technical proposal or if they also apply to the cost proposal.

- Only one (1) sealed copy of the cost proposal is required.

14. Is it acceptable for the vendor to submit a total of 4 sealed bids (1 unbound original, 2 bound copies, and 1 electronic copy) of the technical proposal, along with just 1 printed copy of the cost proposal?

- That is correct.

15. It is our understanding that the subcontracting is not mandatory for the vendors to bid on this contract. Is it correct?

- Subcontractors may not be used.

16. Please clarify if you are awarding the proposal to a single or multiple vendors. If multiple, please specify, how vendors under contract will receive a fair share of business without implementing vendor rotation of job orders in the procurement process.

- It is the County’s preference to award a single vendor.

17. Please describe the infrastructure devices and the counts for each.

- Switches: 44, Routers: 3, Firewalls: 2, Wireless Access Points: 47, Servers: 18

18. Are the Application Systems being presented to be managed or was this information provided so we had a better understanding of your environment?

- We may request working with the application system vendors in conjunction with upgrades or roll-outs.

19. IS MDM for management of mobile phones in scope with this RFP?

- MDM for mobile phones is not in scope for this RFP.

20. Does Oconee desire for management of VoIP?

- No, but experience with our VoIP platform (Cisco Unified Communications) for potential project work is a plus.

21. Are the printers vendor supported?

- Our Ricoh business printers are vendor supported.

22. In the section, IT Environment also includes: are those all in scope to be supported or just contextual information?

- Some are in scope to be supported, the rest are contextual information. Servers, network equipment, endpoint security deployment and monitoring are all in scope. See Section III item A for a list of what type of equipment is expected to be in scope.

23. What is the separation of responsibilities between the consulting company and the IT department staff?

- These are detailed in the RFP under “III. PROJECT DESCRIPTION.” Subitem A is what we are requesting to be covered by the consulting company. Subitem B is what the IT department staff will be responsible for.

24. Would this dual-department structure continue in the future?

- Yes, currently the plan is to continue having an IT department supported by a Managed Service Provider.

25. Do you have IT consultants (non-employees) currently on site?

- Yes, one helpdesk technician.

26. What SLA does the county currently operate under?

- Customer Service Response Time – 30 Minutes (Business Hours)

- Response Time – Any Outage or Degradation – 45 Minutes (24/7)

- Resolution Time – Helpdesk – Major Issue – Track

- Resolution Time – Helpdesk – Medium Issue – 4 hours (Business Hours)

- Resolution Time – Helpdesk – Minor Issue – 1 hour (Business Hours)

27. What level of SLA is the county accustomed to, and is there an expectation of increased service levels under the new arrangement?

- There is no expectation of tighter SLA times.

- Customer Service Response Time – 30 Minutes (Business Hours)

- Response Time – Any Outage or Degradation – 45 Minutes (24/7)

- Resolution Time – Helpdesk – Major Issue – Track

- Resolution Time – Helpdesk – Medium Issue – 4 hours (Business Hours)

- Resolution Time – Helpdesk – Minor Issue – 1 hour (Business Hours)

28. What is the county’s biggest bottleneck or issue related to Information Technology today?

- Legacy network design.

29. Do you have warranty and maintenance plans for the current equipment, including PCs and laptops?

- We have warranties on Cisco network equipment, servers, and storage. We do not utilize extended warranties on PCs and laptops.

30. Do you have service contracts for the servers and network devices? If so, are they with the manufacturer? E.g. Dell service contract?

- We have service contracts with Cisco for network devices. We have third-party service contracts for servers beyond the initial warranty period.

31. Are there regular after-hours operations that frequently require IT support?

- No.

32. When is the busiest time of year for your IT department, with a high volume of requests? What drives this increase in demand—for example, tax season or other peak periods?

- Requests stay even throughout the year, with notable dips around holidays.

33. Do you currently have plans or anticipate future interest in migrating your local servers or data center to a private, public, or government cloud?

- Yes, on a case-by-case basis we will continue to evaluate cost benefits of moving servers and services to the cloud.

34. Do you currently integrate with systems from other countries, city, or state governments using any type of API services? This will help us assess whether developers are needed to manage custom APIs.

- No.

35. Do you have any internally developed custom applications apart from your website?

36. Can offshore personnel work on this project or do you prefer US based?

- Prefer US based, but not a requirement.

37. Do you need 24hr support?

- Yes.

38. Is Oconee County willing to use our ticket system in a comanaged fashion?

- We are open to the idea, as long as it meets our internal needs.

39. Are you willing to migrate to office 365 – this would help with PC deployments. We can ship PC’s direct from distributor.

- Yes.

40. With the archiving system and EDR (Huntress) are you ok with a switch to our standard?

- Pending evaluation of that standard, yes.

41. Is an onsite tech for PC installations a firm requirement or would you be open to remote assistance?

- It is not a firm requirement.

42. Are we were permitted to use both on-shore and off-shore resources?

43. Could you confirm the specific platforms or technologies currently in use within the County's IT infrastructure?

- See Section IV of the RFP titled “IT Environment” for a list of platforms and technologies in use today.

44. Are there particular areas within the scope requiring focused support, such as cybersecurity, hardware maintenance, or cloud migration?

- Cybersecurity requires focused support, in so far as patch management, endpoint protection, and monitoring.

45. What are the most heavily weighted criteria for evaluating proposals, and is there a scoring rubric available for proposers?

- See Section VI of the RFP titled “Evaluation & Selection Process” for details.

46. Are there existing performance benchmarks or SLAs that the new contractor must meet or exceed? If so, could you share examples of key metrics or reports?

- Customer Service Response Time – 30 Minutes (Business Hours)

- Response Time – Any Outage or Degradation – 45 Minutes (24/7)

- Resolution Time – Helpdesk – Major Issue – Track

- Resolution Time – Helpdesk – Medium Issue – 4 hours (Business Hours)

- Resolution Time – Helpdesk – Minor Issue – 1 hour (Business Hours)

- KPI SLA - % of Patches and Updates on Computers – 95%

- KPI SLA – Firmware Updates on Network Infrastructure – 95%

- KPI SLA – Antivirus and Antimalware Updates – 95%

- KPI SLA – Backup Success Rate – 99%

- KPI SLA – Customer Satisfaction Surveys – 75% Excellent or Good

- KPI SLA – Customer Service Response Time – 90%

- KPI SLA – Tech Response Time, Normal Ticket – 4 Hours

- KPI SLA – Tech Response Time, Critical Ticket – 45 Minutes

- KPI SLA – Tickets Resolved – 85%

- KPI SLA – Network/Server Uptime – 99%

47. How much time is anticipated for transition and onboarding for a new contractor, if applicable, and will the incumbent vendor assist with the transition?

- Ideally two weeks or less for the transition. The incumbent vendor is willing to assist with the transition.

48. Are there additional documents (e.g., network diagrams or inventory lists) available that would help in preparing a more tailored response?

- A brief overview of our inventory list is: Switches: 44, Routers: 3, Firewalls: 2, Wireless Access Points: 47.

49. The RFP mentions monthly reporting on activities related to monitoring and support. Can you specify the preferred format for these reports, and whether they should be delivered in a particular system or platform (e.g., via email, through a specific portal)?

- Preferably email, but a portal or dashboard would be fine.

50. For after-hours support, can you clarify if remote support is expected for all issues, or would some situations require on-site support? Additionally, what is the expected response time for after-hours issues?

- After-hours support would generally be remote support. A 45 minute response time for after-hours incidents would be the expectation.

51. What specific monitoring tools or platforms does Oconee County currently use, and are there any preferences or requirements for the proposed vendor’s tools to integrate with the existing infrastructure?

- Oconee County currently uses PRTG, Microsoft 365 Admin, and BOSSDesk Asset Management. The incumbent vendor utilizes additional monitoring tools for network, endpoint, and activity monitoring.

52. The RFP mentions optional 8x5 onsite support. Can you confirm if this is an additional service offering or if it will be required during the contract period? Will this be an ongoing need after the first year of the contract?

- The cost associated with 8x5 on-site support should not be included in your proposed re-occurring services monthly cost. The County may or may not utilize on-site support at some point during the contract and that cost will be handled separately.

53. Can you provide more details on the current backup solutions (e.g., Datto) in place? Specifically, how do you envision the role of the vendor in managing or improving these backup and disaster recovery solutions?

- The vendor would maintain the backup solution, including adding or removing servers from the backup routine, patch management, and remedy any issues arising during the backup process.

54. The proposal evaluation criteria indicate that "Security" and "Client Relationship Management" are critical components. Could you clarify the specific security certifications and client management systems or practices that are most valued by Oconee County in this RFP?

- “Security” is an evaluation of the security platform and services provided by the vendor. We are not looking for specific certifications but will take them into consideration for the evaluation. For “Client Relationship Management” we are looking for proactive practices that can help inform IT planning.

55. Will the awarded vendor be responsible for providing support for all the listed software applications (e.g., BS&A, WinGap, DRIVES, etc.), or will internal IT continue to handle certain software? If the vendor is to support these, are there any specific training or documentation requirements to ensure adequate support?

- This will be a mix of internal IT and vendor support. This is usually done via working with the application vendor’s support team, so no specific training is required.

56. How many Circuits (Telco) are expected to be monitored and supported?

- 8 fiber circuits and 10 cable modem circuits to be monitored and supported.

57. What is the average ticket count from your ITSM tool monthly? If not monthly, can you provide the yearly number?

- 120 monthly.

58. How many Managed Switches are there?

- 44

59. How many Wireless Access Points are there?

- 47

60. How many Firewalls are there?

- 2

61. Has your EDR been purchased by you, or is it provided by your current MSP?

- By our current MSP

62. What sizing of Datto appliance are you using?

- 48TB

63. Could you please confirm the current tool stack for 24/7 monitoring (e.g., SolarWinds, Zabbix, Cisco, etc.)?

- Auvik, automate agent

64. Could you please provide details on the number of roles/positions, required years of experience, and whether they are expected to be onsite or remote?

- No firm requirements on the number of roles/positions, as long as it is adequate to meet SLAs. The expectation is that they would be remote, unless project work required on-site time, alerts require going on-site such as environmental alarms in server rooms, or the optional 8x5 on-site technician is included in the proposal.

65. Could you please provide a brief description of the scope and nature of the 'Other IT Projects' mentioned in the RFP?

- This would include Windows Server patching, upgrading, and virtualizing. Also including having extra resources for internal initiatives such as new business printer rollouts. This also could include larger projects, such as implementing InTune.

66. Could you please provide more details on the nature of work expected for 8x5 onsite support?

- This would be a helpdesk technician role. Taking tickets from either our or the vendor’s ticketing system, working with employees directly to resolve issues, and helping with physical tasks such as Lifecycle Management.

67. Could you please confirm the website's current tech stack (e.g., CMS platform, programming languages, frameworks) for modifications to www.oconeecounty.com?

- Our website relies on the Civic Plus platform.

68. Could you please confirm the total number of agencies/departments requiring desktop support, including those listed

(Clerk of Courts, Superior Court, Magistrate Court, Probate Court, District Attorney, and the Information Technology Department)?

- 17

69. Could you please provide details on the specific software and equipment that will need to be procured by the vendor, for which the % markup applies?

- Typical purchasing would include renewing firewall licenses, domains, HP warranties, and UPS devices.

70. Could you please clarify which specific service(s) the agency plans to implement at the start of the engagement?

- There are no specific services planned for immediate implementation.

71. Could you please specify which recurring services will be included in the scope of monthly billing?

- See Section III Item A of the RFP.

72. Will the scope of work be on-demand, as-needed basis?

- Some parts of the scope of work would be 24x7, such as monitoring. Others, like help desk tickets, would be on-demand.

73. Is there any bid bond requirement for this project?

- A bid bond is not required for this contract.

74. Describe all staff that will be utilized to perform contractual duties under your proposal as well as listing their certifications, experience and duties.

- Will be discussed with the awarded vendor.

75. Could you please let us know in detail about this requirement: Include your company’s policies as well as any security certificates that you possess. Are there any particular security certificates the agency is looking for?

- Technicians working on court computers require a GCIC background check that is renewed on a regular basis.

Otherwise, this question is asking for any security certifications in order to gain a better understanding of your knowledge in this area.

76. Please explain more about the penalties as discussed in this requirement: Describe service levels you will provide to

Oconee County. Note that penalties will be assessed for not meeting service level response times identified.

- The current contract includes a 1% discount on the monthly invoice for each KPI SLA that is missed. The KPI SLAs are the following:

- KPI SLA - % of Patches and Updates on Computers – 95%

- KPI SLA – Firmware Updates on Network Infrastructure – 95%

- KPI SLA – Antivirus and Antimalware Updates – 95%

- KPI SLA – Backup Success Rate – 99%

- KPI SLA – Customer Satisfaction Surveys – 75% Excellent or Good

- KPI SLA – Customer Service Response Time – 90%

- KPI SLA – Tech Response Time, Normal Ticket – 4 Hours

- KPI SLA – Tech Response Time, Critical Ticket – 45 Minutes

77. Is it mandatory to have an occupational tax license in the State of Georgia as mentioned in Attachment - BIDDER’S

INFORMATION

-The awarded bidder will be required to submit an occupational tax license for the county/city their business is located in.

78. What is the anticipated date of award and contract execution?

- Awarded in January 2025 and contract executed soon after.

79. What is the anticipated timeline for this project?

-Initial contract term will be for one (1) year followed by four (4) one-year optional renewals.

80. What is the total number of resources which the client is expecting to work on this project?

- Enough resources to meet the following SLA and KPIs:

- Customer Service Response Time – 30 Minutes (Business Hours)

- Response Time – Any Outage or Degradation – 45 Minutes (24/7)

- Resolution Time – Helpdesk – Major Issue – Track

- Resolution Time – Helpdesk – Medium Issue – 4 hours (Business Hours)

- Resolution Time – Helpdesk – Minor Issue – 1 hour (Business Hours)

- KPI SLA - % of Patches and Updates on Computers – 95%

- KPI SLA – Firmware Updates on Network Infrastructure – 95%

- KPI SLA – Antivirus and Antimalware Updates – 95%

- KPI SLA – Backup Success Rate – 99%

- KPI SLA – Customer Satisfaction Surveys – 75% Excellent or Good

- KPI SLA – Customer Service Response Time – 90%

- KPI SLA – Tech Response Time, Normal Ticket – 4 Hours

- KPI SLA – Tech Response Time, Critical Ticket – 45 Minutes

81. Are there any existing pain points with the current IT services provider that you wish to address with this RFP?

- Not at this time.

82. Could you clarify the expectations for "proactively monitoring all County servers and desktops"? What level of granularity do you expect in monthly reports?

- The expectation for proactive monitoring is utilization, age, OS version, and any other metrics used to determine if a computer needs service or updating before an issue occurs. For monthly reports, we would expect all details needed to report on the KPI SLAs below:

- KPI SLA - % of Patches and Updates on Computers – 95%

- KPI SLA – Firmware Updates on Network Infrastructure – 95%

- KPI SLA – Antivirus and Antimalware Updates – 95%

- KPI SLA – Backup Success Rate – 99%

- KPI SLA – Customer Satisfaction Surveys – 75% Excellent or Good

- KPI SLA – Customer Service Response Time – 90%

- KPI SLA – Tech Response Time, Normal Ticket – 4 Hours

- KPI SLA – Tech Response Time, Critical Ticket – 45 Minutes

83. Will the selected vendor have any involvement with disaster recovery plans, or is that exclusively managed by internal

IT staff?

- Yes, the selected vendor will be a part of our disaster recovery plan.

84. For network equipment (e.g., managed switches, wireless access points), do you have existing warranties or service contracts in place?

- We have Cisco SmartNet on our Cisco managed switches. We do not have service contracts on our wireless access points and our non-Cisco network equipment.

85. Are there preferred ticketing systems or specific integration requirements for your existing system (e.g., BossDesk)?

- We currently use BossDesk internally as our preferred ticketing system.

86. What are the average monthly help desk ticket volumes, and what is the breakdown of issue types?

- We average 120 help desk tickets monthly.

- General Helpdesk: 63%

- Cybersecurity: 21%

- IT Purchase: 6%

- Hardware: 4%

- Network: 1%

- Software: 1%

- Miscellaneous: 2%

87. Are there specific SLAs (Service Level Agreements) that the County aims to enforce, and if so, could you share their metrics and penalties?

- The current contract includes a 1% discount on the monthly invoice for each KPI SLA that is missed. The KPI SLAs are the following:

- KPI SLA - % of Patches and Updates on Computers – 95%

- KPI SLA – Firmware Updates on Network Infrastructure – 95%

- KPI SLA – Antivirus and Antimalware Updates – 95%

- KPI SLA – Backup Success Rate – 99%

- KPI SLA – Customer Satisfaction Surveys – 75% Excellent or Good

- KPI SLA – Customer Service Response Time – 90%

- KPI SLA – Tech Response Time, Normal Ticket – 4 Hours

- KPI SLA – Tech Response Time, Critical Ticket – 45 Minutes

88. What is the County's current process for approving changes within the IT environment, and what role would the vendor play in this?

- Changes would be approved by the Oconee County IT Director. The vendor would be required to get approval on any changes made to the environment, OS version upgrades, potentially disruptive tasks (server reboot), and any activity beyond the steps needed to resolve routine helpdesk tickets.

89. Could you provide specific compliance or certification requirements related to HIPAA, public records, or other legal frameworks mentioned?

- We comply with open records requests. Transactions are ISO compliant. We do not handle HIPAA data.

90. What security measures are already in place, and how does the County envision the vendor enhancing these measures?

- Current security measures include 365 MFA, endpoint security, updated and monitored firewalls, access controls, and network segmentation. Enhancements would take the form of new technology or updating the environment to more closely align with best practices.

91. Is the County open to alternative pricing models such as outcome-based or milestone-based pricing?

- It is the County’s preference to continue with the existing pricing model.

92. How will references be evaluated during the scoring process? Will preference be given to vendors with public-sector experience?

- Public-sector references will be preferred only in-so-far as they may potentially be a better analog to Oconee

County’s experience.

93. Is there a weighting preference for specific evaluation criteria, such as security vs. cost?

- See Section VI of the RFP titled “Evaluation & Selection Process” for details.

94. Are there limitations on using subcontractors for any of the tasks outlined in the scope of services?

- Subcontractors may not be used.

95. Would the County provide access to the existing infrastructure and documentation during the transition phase if a new vendor is selected?

96. What specific legislation, regulations or State statutes govern your information systems, data and user privacy?

- All legislation, regulations and state statutes that govern these policies for local government.

97. Has a risk assessment been prepared within the past two years? If so, are the results available for review?

98. Has the system been attacked or compromised within the last two years? If so, can you provide any details?

99. What are the security level designations for data inherent within your information environment?

- Our environment includes CJIS data and all of the security requirements related to storing that data.

100. Does any data collected, stored or transmitted have security designations above confidential?

101. Do you store any personal identifiable information (PII) of consumers or users?

102. What are the current versions of operating system software on desktops, servers and laptops?

- Current desktops and laptops are on a mix of Windows 10 and Windows 11. Servers are generally Windows

Server 2016 or newer.

103. Are there system images available for new system (desktop, laptop, server, etc.) on boarding Identify Management – MFA

- System images can be made available.

104. What method of authentication is used by users to access desktops and laptops? i.e. key cards

- Domain authentication via username and password.

105. Any cloud services?

- Microsoft 365. ArcTitan.

106. What development language(s) is used to support the website?

- The website is built on the Civic Plus platform.

107. What database is used?

- Civic Plus’s internal database, unknown type.

108. How often are requests for content revision required?

- The website is updated by our communications department.

109. What kinds of modifications will be required?

- No modifications are required.

110. What was the last modification requested?

- A full design refresh from Civic Plus.

111. Who manages firewall modifications?

- Currently the incumbent vendor.

112. Does a fail-over exist?

- There is a fail-over in place.

113. Do you have any remote workers?

- Generally, no unless there are mitigating circumstances.

114. Is VPN access provided for any users? If so, what applications are accessed by VPN?

- VPN access is provided to some users.

115. Are there any existing issues with data centers or servers that require immediate attention?

- No.

116. How should helpdesk support be structured for the 230+ desktops and laptops?

- This depends in part on the tools provided by the vendor. The expectation is that users will have a single procedure to submit requests and that those requests are diverted to either the vendor or internal IT depending on the need.

117. Are there any key performance indicators (KPIs) or service level agreements (SLAs) that must be met?

- Customer Service Response Time – 30 Minutes (Business Hours)

- Response Time – Any Outage or Degradation – 45 Minutes (24/7)

- Resolution Time – Helpdesk – Major Issue – Track

- Resolution Time – Helpdesk – Medium Issue – 4 hours (Business Hours)

- Resolution Time – Helpdesk – Minor Issue – 1 hour (Business Hours)

- KPI SLA - % of Patches and Updates on Computers – 95%

- KPI SLA – Firmware Updates on Network Infrastructure – 95%

- KPI SLA – Antivirus and Antimalware Updates – 95%

- KPI SLA – Backup Success Rate – 99%

- KPI SLA – Customer Satisfaction Surveys – 75% Excellent or Good

- KPI SLA – Customer Service Response Time – 90%

- KPI SLA – Tech Response Time, Normal Ticket – 4 Hours

- KPI SLA – Tech Response Time, Critical Ticket – 45 Minutes

118. Are there any ongoing IT projects or planned initiatives that require immediate vendor involvement?

- A planned SAN refresh.

119. Can you share details about existing cybersecurity measures in place, such as firewalls, antivirus, and data encryption?

- Sonicwall firewalls, Microsoft Defender, Huntress, SSL VPN.

120. Are there confidentiality or privacy regulations we should be aware of while documenting processes?

- Will be discussed with the awarded vendor.

121. What is the process for onboarding new employees into the IT system?

- Onboarding is done by internal IT employees.

122. Are there any specific tools or procedures used for onboarding and offboarding activities?

- Onboarding is done by internal IT employees.

123. Can you provide specifics on backup systems, such as on-site and off-site solutions, and their reliability?

- We currently use a Datto backup system. This is housed at a county owned DR site. We have found Datto to be a reliable solution.

124. Are there any known vulnerabilities or areas requiring improvement in the current network setup?

- Our network design and subnet planning are outdated.

125. Are there particular requirements or issues related to the Cisco Unified Communications Solutions and VoIP systems?

- We are still resolving some minor issues from our upgrade to a newer version of the Cisco Unified Communications platform. Beyond that, there are no outstanding issues.

126. What is the current utilization rate, and are there plans for expansion?

- Will be discussed with the awarded vendor.

127. Are there vendor-specific contacts we need to liaise with for these applications?

- Yes, we renew some of our licensing through the incumbent vendor.

128. What is the current disaster recovery plan, and what role is expected of the vendor in maintaining or improving it?

- The current disaster recovery plan includes procedures to recover from our Datto backup systems. The vendor would be expected to test the DR plan on a regular basis as well as recommend enhancements.

129. how many employees total does the incumbent provide to the county currently?

- One on-site technician.

130. I am reaching out to ask if Workman's Comp insurance is mandatory for this specific RFP proposal response given the professional services nature of the work to be performed.

- Oconee County’s standard insurance requirements of all contractors is listed in Section I, Subsection K in the bid documents.

131. As per Addendum #1, the deadline for submitting questions and receiving answers has been extended, while the proposal due date remains unchanged. The answers will be released on December 4, 2024, leaving limited time to revise the proposal before the hard-copy submission deadline of December 10, 2024. We respectfully request the County to consider extending the proposal due date to allow sufficient time for incorporating the Q&A responses and preparing a well-aligned submission.

- The deadline will remain December 10, 2024 at 10 am.

132. Is there a BS&A support provider in place today?

- Yes

133. Number of supported desktop/ laptops

- 225 +/- 5

134. Number of optional mobile devices (MDM optional security add on)

- 201 lines on primary account, 53 on a secondary account.

135. Number of locations (total number of physical network locations)

- 27

136. Cisco UCM – is this system under a support agreement with Cisco or a 3rd party?

- Yes, Smartnet

137. What will MSP support?

- See Section III item A of the RFP

138. Where are licenses and maintenance purchased?

- Licenses are purchased both through the incumbent vendor and directly from the licensor.

139. If 3rd party, will there be an active contact for MSP to communicate with?

- Vendor contact information can be shared if required for projects/similar work.

140. Is your agency on M365 or in house mail exchange?

- M365, semi-hybrid due to Exchange server pending decommission.

141. What version of v-center is your environment running on?

- We do not run v-center.

142. Is there a plan to replace these 8 physical servers soon?

143. What type of production Storage are you currently using for your virtual 10 virtual servers?

- HP SAN direct attached

144. Do you host and manage your email in-house?

- Email is hosted on M365.

145. How many users reside at the 7 remote sites?

- The 7 sites connected by leased fiber contain roughly 50 users

- There are additional remote sites connected by traditional business internet and those locations consist of roughly

20 users.

146. What type of NAS/SAN storage are you using for your VMs? And for your Backups?

- HP SAN direct attached storage for the VMs. Datto appliance for backups.

147. Is the “Internal IT Dept” a separate entity from this requirement?

- Yes, the “Internal IT Dept” under Section III lists the areas handled internally and therefore not in scope for this

RFP.

148. What Imaging software does your agency use?

- Fog server for computer imaging. Laserfiche for document imaging.

149. Where are your backups being sent offsite? Are they tapes?

- No tapes. Backups are sent

150. What is the support model today for IT infrastructure (I.E Servers, network, voice, databases, backup)?

- We are currently in a managed contract with the incumbent vendor. See Section III Part A of the RFP for details.

151. What is the business driver for issuing the RFP?

- Cost efficient resources and expertise.

152. What is the desired service model of support for the county? Co-managed with IT?

- Co-managed with IT is the desired service model.

153. Remote MSP only?

- Remote only can work, although we currently utilize on-site resources from the incumber vendor.

154. What is the envisioned level of On-site support required by the county?

- The level of on-site support would be responding to critical physical events, such as temperature alarms in server rooms. For the optional on-site technician, the level of support would be equivalent to a full-time employee in the IT department.

155. Will Oconee County be retaining current antivirus/MDR/email security, or can these be proposed by the MSP?

- These can be proposed by the MSP.

156. What are the network equipment counts (Aps, FWs, Switches, etc.)?

- Switches: 44, Firewalls: 2, Wireless Access Points: 47

157. Is Intune/Entra ID currently deployed and in use?

- Entra ID is in use as a part of our M365 environment. We do not make use of InTune today in our hybrid environment.

158. Will internal IT require access to MSP ticketing system/toolsets? If so, how many?

- Access to the MSP system and tools would be ideal. Access to remote control software (TeamViewer, Connectwise Control, SplashTop, etc) is required. This would be limited to two individuals.

159. Are liquidated damages appliable to this RFP?

- Liquidated damages are not applicable to the solicitation.

160. A total of four (4) sealed bids, one (1) unbound original, two (2) bound copies and one (1) electronic copy must be received no later than 10:00 AM on December 10, 2024. What is the County’s definition of a sealed bid and bound vs unbound copy?

- All 4 submissions should be enclosed in either a sealed envelope or a taped box. The unbound original copy should be loose paper free of any staples, bindings, etc. A removable binder clip is ok. The bound copies maybe be stapled or otherwise bound together as a submission.