REQUEST FOR PROPOSAL (RFP)

IT Managed Services

Issued By:

Town of Ellicottville

1 W. Washington Street Ellicottville, NY 14731

RFP Date: August 27, 2026 RFP Deadline: September 18, 2026, 4:00 PM EST

LATE PROPOSALS WILL BE REJECTED

There will not be a public opening for this Proposal

For further information regarding this RFP Contact Gregory Keyser at:

greg.keyser@evlengineering.com

A. Purpose and Background

The Town currently operates within a highly fragmented IT environment characterized by siloed systems, isolated departmental data, and standalone workstations that are not connected to a central server or domain network. Over time, individual departments have separately engaged vendors for network management, software, and technical support, resulting in inconsistent security protocols and redundant administrative overhead.

To eliminate these operational gaps and establish centralized oversight, the Town seeks to consolidate all municipal IT infrastructure and support services under a single Managed Service Provider (MSP). Additionally, the selected MSP will be required to develop a comprehensive Centralization and Migration strategy to integrate all departments into a unified architecture and establish centralized IT governance across all Town operations.

B. Scope of Services

The selected vendor shall provide, at a minimum, the following services:

1. Helpdesk & Technical Support

Remote and onsite support as needed End-user support during standard business hours After-hours emergency support Issue tracking and ticketing system

2. Network & Systems Management

Monitoring and maintenance of all workstations and network devices Patch management and updates (OS and third-party applications) Asset inventory management

3. Microsoft 365 Administration

User account management Licensing management Email and security configuration Support Microsoft applications and services

4. Cybersecurity Services

Endpoint Detection and Response Multi-Factor Authentication Email security and spam filtering Vulnerability scanning and/or risk assessments Incident response support Compliance with current New York State laws and standards

5. Backup & Disaster Recovery

Cloud-based backup solution Defined retention policies (must be specified) Onsite or immutable backup capability Periodic recovery testing

6. Firewall & Network Security

Ongoing licensing, monitoring, and maintenance VPN configuration Network security configuration and reporting

7. Network Centralization and Migration Plan

Inventory all departmental IT assets, software, and infrastructure Formulate a Centralization and Migration Strategy for a unified architecture Define town-wide hardware, software, and cybersecurity baseline standards Deliver a phased roadmap with budgetary costs for future execution

C. Asset Inventory

To assist Proposers in developing accurate, fixed fee monthly pricing and transition plans, the Town has provided a baseline asset inventory in Appendix A. All counts are approximate and represent the Town’s current operational footprint across all Town facilities. Proposers should note that while the broader municipal operational footprint presently encompasses the Village Public Works, Water and Sewer Departments, these entities are explicitly excluded from the scope of this contract and shall not be including in the proposal.

D. Service Level Expectations

Proposals must include clearly defined service levels, including:

Response times by the following severity levels o Priority 1 Emergency (town-wide outage / security breach < 15 minutes o Priority 2 High (single department down / critical failure < 45 minutes o Priority 3 Medium (single user standard issue) < 2 hours o Priority 4 Low (request / minor change) < 8 hours

Target resolutions times System uptime expectations Availability of after-hours support

E. Proposal Guidelines

Proposals must be received in the Town Clerk’s office by the deadline stated below.

Electronic (email or fax) submissions will not be accepted.

Proposers must submit one (1) original marked “ORIGINAL” and six (6) copies in a sealed envelope or package, clearly labeled on the outside as follows:

RFP Submission: IT Managed Services Town of Ellicottville 1 W. Washington Street

P.O. Box 600 Ellicottville, NY 14731

Submission Deadline: September 18, 2026, by 4:00 PM EST. Late proposals or hand deliveries received after this time will be rejected without evaluation.

Submissions must contain the following required sections in order listed below:

1. Cover Letter

2. Company Profile Years in business Organizational structure Staffing levels

3. Relevant Experience Experience with municipal clients At least three (3) references

4. Technical Approach Description of services provided Cybersecurity approach Tools and technologies used Centralization and migration strategy

5. Staffing Plan Key personnel and qualifications

6. Transition Plan Onboarding process and timeline

7. Cost Proposal

F. Cost Proposal

All costs must be clearly itemized and include:

Monthly Recurring Service Fee Third-Party Software & Licensing Onboarding Fee Network Centralization and Migration Fee Out-of-Scope Rate Sheet

G. Proposal Evaluation Criteria

The Town will evaluate and score proposals based on the following criteria. To ensure consideration for this Request for Proposal, your proposal should be complete and include all the following criteria:

Description Points Organization’s Experience & References 25 Technical Approach & Cybersecurity 25 Transition & Onboarding Plan 15 Cost Proposal 35 Total 100

Interviews may be held with short-listed or highly qualified candidates as part of the evaluation process. This RFP does not commit the Town to award a contract, or to procure, or to contract for services or supplies. The Town reserves the right to award this contract to the proposer(s) that best meets the requirements of the RFP. The Town reserves the right to accept or reject any or all proposals received as a result of this request; to negotiate with all qualified sources, or to cancel in part or in its entirety this RFP if it is in the interests of the Town to do so. The Town may require the Proposer selected to participate in negotiation and to submit any price, technical, or other revisions, or their proposals as may result from negotiations.

H. Project Timeline

Proposal Deadline: September 18, 2026 Evaluation Period: September 18, 2026 – October 21, 2026 Notice of Award: October 22, 2026 Contract Start Date: December 1, 2026

I. Contract Terms

Initial Contract Term: 1–3 years (to be negotiated) Renewal options may be included, upon mutual written consent Termination for convenience with 30-60 days written notice

J. Insurance Requirements

The selected vendor must provide proof of:

General Liability Insurance Professional Liability (Errors & Omissions) Cyber Liability Insurance Workers’ Compensation Insurance

Coverage limits must be included in the proposal.

Attachment A - Town of Ellicottville IT Asset Inventory

Department Building/ Facility

Total Staff

Email Only

Workstations Printer/ Copier

Server Internet

TOWN

Clerk's Office1 Town Hall 2 0 2 2 A Spectrum

Supervisor's Office1 Town Hall 1 0 1 1 A Spectrum

Town Board2 Town Hall 4 4 0 0 None n/a

Police3 Town Hall 9 7 3 2 A Spectrum

Historian1 Town Hall 1 1 0 0 None n/a

Highway Department4 Highway Barn 7 5 2 1 B Spectrum

Engineering4,6 Town Center 1 0 2 2 B Spectrum

Code Enforcement6 Town Center 2 0 2 0 B Spectrum

Planning Department6 Town Center 1 0 1 0 B Spectrum

Planning Board2 Town Center 7 5 0 0 None n/a

Zoning Board of Appeals2 Town Center 5 5 0 0 None n/a

P/Z Board Secretary1 Town Center 1 1 0 0 None n/a

Town Center Manager1 Town Center 1 1 0 0 None n/a

Court5 Town Center 4 2 2 3 None Spectrum

Assessor2 Town Center 2 0 2 1 None Spectrum

Total: 48 31 17 12

Notes 1- Officials that use personal email accounts for official government business.

2- Board officials meet monthly. No individual offices or office hours. Official government business conducted using personal email.

3- Email accounts obtained through Southern Tier West Planning & Development Board using a .org domain.

4- Email accounts obtained through a .com domain 5- Email accountss obtained through NYS Courts using a .gov domain.

6- Shared printer/copier and plotter.

Servers A - Town Hall - Dell Power Edge T440, Storage - 1.4 GB

B - Town Center - Dell Power Edge T440, Storage - 6 TB

8/26/26