• Help Desk Support - The MSP should offer superior 24x7x365 Help Desk support from Tier One to Three services utilizing by industry best practice processes and procedures. • Server & Network System Monitoring – The MSP must provide 24x7 monitoring of Community Solutions Inc. ’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 Community Solutions Inc’s IT systems and resources are properly managed and maintained. • Business Continuity and Disaster Recovery – The MSP must be able to support Community Solutions Inc. ability to recover based on the Recovery Time Objective (RTO) and Recovery Point Objective (RPO) agreed upon by organizational constituents. In addition, backup and redundancy should be used to support this need. • Remote Backup – The MSP must execute an hourly backup plan for servers and M365 Stack, including a regularly-tested recovery process. • Email System Management - Community Solutions Inc. requires the management and administration of Community Solutions Inc. email system for all users. • Antivirus, AntiSpam & Antispyware Protection – MSP should have the expertise in identifying solutions to defend against security threats, including phishing, malware, spam, viruses, and to manage selected solution(s) when deployed.
