As part of this RFP, the City of Nome has requirements for the following services. We realize that not every MSP will be able to provide all the services listed below, but we encourage you to respond regardless. • Help Desk Support - The MSP should offer superior 24x7x365 Help Desk support from Tier One to Three services utilizing industry best practice processes and procedures. If there is not 24/7/365, the best level of service should be identified in the proposal. • Server & Network System Monitoring – The MSP must provide 24x7 monitoring of the City of Nome’s server & network system with proactive communication and escalation protocols based on the severity of any unscheduled outages. • Patch Management Services & Preventative Maintenance – The MSP must provide management of critical security and system patches to all servers and systems on the network to ensure the City of Nome IT systems and resources are properly managed and maintained. • Business Continuity and Disaster Recovery – The MSP must be able to support the City of Nome in the event of a disaster or other unknown situation to store/maintain as much data as possible without loss. In addition, backup and redundancy should be used to support this need. In the event of a cyber-attack, it is expected for the MSP to respond and assist as best advised. • Remote Backup – The MSP must execute a daily backup plan for the critical servers, including a regularly-tested recovery process...
