HomeMy WebLinkAboutResolution #3992 (2) - agreement with timbuk tech ~
RESOLUTION NO. 3992
A RESOLUTION APPROVING AN AGREEMENT WITH TIMBUK TECH AND DIRECTING
THE MAYOR AND THE CITY CLERK TO EXECUTE AND DELIVER SAID AGREEMENT ON
BEHALF OF THE CITY OF CANTON, ILLINOIS
WHEREAS, the Finance Committee has determined that it is necessary and in the best interest
of the City to enter into an Agreement with Timbuk Tech for IT services related to the operation and
maintenance of the Cities computer network as further described in Exhibit A, attached hereto and
incorporated herein; and
WHEREAS, it has been determined that entering into the revised Agreement will provide cost
savings to the City; and
WHEREAS, the City Council of the City of Canton has made a similar determination.
NOW, THEREFORE, BE IT RESOLVED BY THE MAYOR AND CITY COUNCIL OF THE CITY
OF CANTON, ILLINOIS, AS FOLLOWS:
1. That the Agreement attached hereto and incorporated herein as Exhibit "A" is hereby
approved by the Canton City Council. -
2. That the Mayor and the City Clerk of the City of Canton, Illinois, is hereby authorized and
directed to execute said Agreement on behalf of the City of Canton.
3. That this Resolution shall be in full force and effect immediately upon its passage by the
City Council of the City of Canton, Illinois, and approval by the Mayor thereof.
PASSED by the City Council of the City of Canton, Illinois, at a regular meeting this 21 day of June
2012, upon a roll call vote as follows:
AYES: Aldermen Pickel, Hartford, Schenck, Pasley, West, Fritz, Ellis
NAYS: None
ABSENT: Alderman Nelson -
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evin R. Mea e, Mayor
AT ST:
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Di a Pavley, City Cle
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1. Term of Agreement
This Agreement between Citv of Canton , herein referred to as Client and TimbukTech Inc,
hereinafter referred to as Service Provider, is effective 06/20/2012 , and shall remain in force for a
period of twelve months from the effective date. The Service Agreement automatically renews for a
subsequent twelve month term beginning on the day immediately following the end of the Initial Term
unless either party gives the other sixty days' prior written notice of its intent not to renew this Agreement.
a) This Agreement may be ternunated by either Party upon ninety (90) days' written notice if the other Pariy:
a. Fails to fulfill in any material respect its obligations under this Agreement and does not cure
such failure within thirty (30) days' of receipt of such written notice.
b. Breaches any material term or condition of this Agreement and fails to remedy such breach
within thirty (30) days' of receipt of such written notice.
c. Terminates or suspends its business operations, unless it is succeeded by a pernutted assignee '
under this Agreement.
d. If either party deems the service of insufficient financial value.
b) If either party terminates this Agreement, Service Provider will assist Client in the orderly termination
of services, including timely transfer of the services to another designated provider. Client agrees to pay
Service Provider the actual costs of rendering such assistance.
2. Fees and Payment Schedule
Fees will be $ 2160.00 per month, invoiced to Client on a Monthly basis, and will become due and payable on
the 15`" day of each month. Services will be suspended if payment is not received within 15 days following date
due. Refer to Appendix B for services covered by the monthly fee under the terms of this Agreement.
This agreement covers
• 44 workstations
o additional workstations/laptops are $40.00 per month
• 2 Servers
o additional servers are $200.00 per month
• 85 Spam filtered hosted email accounts
0 1 additional account is included when adding a workstation to the agreement.
$3.25 per month per account otherwise.
It is understood that any and all Services requested by Client that fall outside of the terms of this Agreement
will be considered Projects, a~id will be quoted and bi[led as separate, individual Services.
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3. Taxes
It is understood that any Federal, State or Local Taxes applicable shall be added to each invoice for services
or materials rendered under this Agreement. Client shall pay any such taxes unless a valid exemption
certificate is furnished to Service Provider for the state of use.
4. Coverage
Remote Helpdesk and Vendor Management of Client's IT networks will be provided to the Client by
Service Provider through reinote means between the hours of 8:30 am - 5:00 pm Monday through Friday,
excluding public holidays. Network Monitoring Services will be provided 24/7/365. All services qualifying
under these conditions, as well as Services that fall outside this scope will fall under the provisions of
Appendix B. Hardware costs of any kind are not covered under the terms of this Agreement.
Support and Escalation
' Service Provider will respond to Client's Trouble Tickets under the provisions of Appendix A, and with best
effort after hours or on holidays. Trouble Tickets must be opened by Client's designated LT. Contact Person,
by email to our Help Desk, or by phone if email is unavailable. Each call will be assigned a Trouble Ticket
number for tracking. Our escalation process is detailed in Appendix A.
Service outside Normal Working Hours
Emergency services performed outside of the hours of 8:30 am - 5:00 pm Monday through Friday,
excluding public holidays, shall be subject to provisions of Appendix B.
Service Calls Where No Trouble is found
If Client requests onsite service and no problem is found or reproduced, Client shall be billed at the current
applicable rates as indicated in Appendix B.
Linzitation of Liability
In no event shall Service Provider be held liable for indirect, special, incidental or consequential damages
arising out of service provided hereunder, including but not limited to loss of profits or revenue, loss of use
of equipment, lost data, costs of substitute equipment, or other costs.
5. Additional Maintenance Services
Hardware/System Support
Service Provider shall provide support of all hardware and systems specified in Appendix B, provided that all
Hardware is covered under a currently active Vendor Support Contract; or replaceable parts be readily available,
and all Software be Genuine, Currently Licensed and Vendor-Supported. Should any hardware or systems fail to
meet these provisions, they will be excluded from this Service Agreement. Should 3`~ Party Vendor Support
Charges be required in order to resolve any issues, these will be passed on to the Client after first receiving the
Client's authorization to incur them.
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Virus Recovery for Current, Licensed Antivirus protected systems
Damages caused by, and recovery from, virus infection not detected and quarantined by the latest Antivirus
definitions are covered under the terms of this Agreement. This Service is limited to those systems
protected with a Currently Licensed, Vendor-Supported Antivirus Solution.
Monitoring Services
Service Provider will provide ongoing monitoring and security services of all critical devices as indicated in
Appendix B. Service Provider will provide monthly reports as well as document crirical alerts, scans and event
resolutions to Client. Should a problem be discovered during monitoring, Service Provider shall make every attempt
to rectify the condition in a timely manner through remote means.
6. Suitability of Existing Environment
Minimum Standards Required for Services
In order for Client's exisring environment to qualify for Service Provider's Managed Services, the following
requirements must be met:
1. All Servers with Microsoft Windows Operating Systems must be running Windows 2003 Server
or later, and have all of the latest Microsoft Service Packs and Critical Updates installed.
2. All Desktop PC's and Notebooks/Laptops with Microsoft Windows Operating Systems must be
running Windows X~' or later, and have all of the latest Microsoft Service Packs and Critical
Updates installed.
3. All Server and Desktop Software must be Genuine and Licensed.
4. The environment must have a currently licensed, Vendor-Supported Hardware Firewall between
the Internal Network and the Internet.
5. Any Wireless data traffic in the environment must be secured with a minimum of 128bit data
encryption.
Costs required to bring Client's environment up to these Minimum Standards are not included in this
Agreement.
7. Excluded Services
Service rendered under this Agreement does not include:
1) Service preformed in the installation of new project equipment. (Projects are considered 20+ hours
for one type of install)
2) The cost of any parts, equipment, or shipping charges of any kind.
3) Parts, equipment or software not covered by vendor/manufacturer wananty or support.
4) The cost of any Software, Licensing, or Software Renewal or Upgrade Fees of any kind.
5) The cost of any 3rd Party Vendor or Manufacturer Support or Incident Fees of any kind.
6) The cost to bring Client's environment up to minimum standards required for Services.
7) Failure due to acts of God, building modifications, power failures or other adverse environmental
conditions or factors.
8) Service and repair made necessary by the alteration or modification of equipment other than that
authorized by Service Provider, including alterations, software installations or modifications of
equipment made by Client's employees or anyone other than Service Provider.
9) Maintenance of Applications software packages, whether acquired from Service Provider or any
other source unless as specified in Appendix B.
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10) Programming (modification of software code) and program (software) maintenance unless as
specified in Appendix B.
11) Training Services of any kind.
8. Miscellaneous
This Agreement shall be govemed by the laws of the State of Illinois. It constitutes the entire Agreement
between Client and Service Provider for monitoring/maintenance/service of all equipment listed in
"Appendix B." Its terms and conditions shall prevail should there be any variance with the terms and
conditions of any order submitted by Client.
Service Provider is not responsible for failure to render services due to circumstances beyond its control
including, but not limited to, acts of God.
9. Acceptance of Service Agreement
This Service Agreement covers only those services and equipment listed in "Appendix B." Service
Provider must deem any equipmendservices Client may want to add to this Agreement after the effective
date acceptable. The addition of equipmenUservices not listed in "Appendix B" at the signing of this
Agreement, if acceptable to Service Provider, shall result in an adjustment to the Client's monthly charges.
IN WITNESS WHEREOF, the parties hereto have caused this Service Agreement to be signed by their duly
authorized representatives as of the date set forth below.
Accepted by:
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Authori d Signa re Client Date
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Authorized Signature TimbukTech Inc Date
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Appendix A
Response and Resolution Times
The following table shows the targets of response and resolution times for each priority level:
. . . . .
Significant degradation of service (large l Within 4 hours ASAP - Best Effort
number of users or business critical
functions affected)
Limited degradation of service (limited 2 Within 6 hours ASAP - Best Effort
number of users or functions affected,
business process can continue).
Small service degradation (business 3 Within 24 hours ASAP - Best Effort
process can continue).
Support Tiers
The following details and describes our Support Tier levels:
. .
Tier 1 Support All support incidents begin in Tier 1, where the initial trouble
ticket is created, the issue is identified and clearly documented,
and basic hardware/software troubleshooting is initiated.
Tier 2 Support All support incidents that cannot be resolved with Tier 1
Support are escalated to Tier 2, where more complex support on
hardware/software issues can be provided by more experienced
Engineers.
Tier 3 Support Support Incidents that cannot be resolved by Tier 2 Support are
escalated to Tier 3, where support is provided by the most
qualified and experienced Engineers to resolve the most
complex issues.
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Appendix A (cont)
Service Request Escalation Procedure
1. Support Request is Received
2. Trouble Ticket is Created
3. Issue is Identified and documented in Help Desk system
4. Issue is qua~ified to determine if it can be resolved through Tier 1 Support
If issue can be resolved through Tier 1 Support:
5. Level 1 Resolution - issue is worked to successful resolution
6. Quality Control -Issue is verified to be resolved to ClienYs satisfaction
7. Trouble Ticket is closed, after complete problem resolution details have been updated in Help Desk system
If issue cannot be resolved through Tier 1 Support:
6. Issue is escalated to Tier 2 Support
. 7. Issue is qualified to determine if it can be resolved by Tier 2 Support
If issue can be resolved through Tier 2 Support:
8. Level 2 Resolution - issue is worked to successful resolution
9. Quality Control -Issue is verified to be resolved to Client's satisfaction
10. Trouble Ticket is closed, after complete problem resolution details have been updated in Help Desk system
If issue cannot be resolved fhrough Tier 2 Support:
9. Issue is escalated to Tier 3 Support
10. Issue is qualified to determine if it can be resolved through Tier 3 Support
If issue can be resolved through Tier 3 Remote Support:
11. Level 3 Resolution - issue is worked to successful resolution
12. Quality Control -Issue is verified to be resolved to ClienYs satisfaction
13. Trouble Ticket is closed, after complete problem resolution details have been updated in Help Desk system
If issue cannot be resolved through Tier 3 Remote Support:
14. Onsite Resolution - issue is worked to successful resolution
15. Quality Control -Issue is verified to be resolved to ClienYs satisfaction
16. Trouble Ticket is closed, after complete problem resolution details have been updated in Help Desk system
If issue cannot be resolved through Onsite Supporf:
17. I.T. Manager Decision Point - request is updated with complete details of all activity performed
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Appendix B
Description Frequency
General
Access to Customer Portal for ticket submission & tracking Included
Website Hosting included
Advanced Email Security/Spam Filtering included
Client Computer Secure Remote Access included
S sfems
Check print queues As Needed
Ensure that all server services are running Hourly
Keep Operating System Service Packs, Patches, and Hotfixes current as per company As Released
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Mana ed Adobe and Java U dates As Released
Check Event lo of every server and identify otential issues 24x7x365
Monitor hard drive free s ace on servers, clients Hourly
Reboot servers if needed As Needed
Run disk defra , disk cleanu , and disk o timization Weekly
System Health Monitoring
- CPU utilization 24x7x365
- Memory utilization
- Pa e faults
Custom desi ned monitorin for s ecific LoB software As Needed
Alert on dangerous conditions
- Memory running low
- Hard drive showing sign of failure 24x7x365
- Hard Drive running out of disk space
- Controllers losing interrupts
- Network Cards re ort unusual collision activity
Disaster Recove
Perform and Confirm backups on all servers Daily
Test backups with restore Quarterly
1TB Storage Device for Local backups Included
Off-Site Backu of servers 3x Per Week
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Networks
Content Filter Monitoring Weekly
Check router logs Weekly
Performance monitoring/capacity planning Weekly
Monitor switches, hubs, and internet connectivity, and make sure everything is Realtime
operational (available for SNMP manageable devices only)
Monitor office connectivity to the internet Realtime
Securit as a licab/e
Check firewall logs Monthly
Corporate Grade Antivirus Included
Confirm that antivirus virus definitions auto updates have occurred Every 30 minutes
Create new directories, shared and security groups, new accounts, disable/delete old As Needed
accounts, and email boxes
Permissions and file system management As Needed
Setu new users including login restrictions, passwords, security, applications As Needed
Setu and change security for users and applications As Needed
Monitor for unusual activity among users Realtime
Re ortin
Executive Summar Email Re ort As Needed
Document software and hardware changes As Performed
Re ortin of work accom lished As Performed
Business Review & Plannin Quarterl
He/ Desk Su ort
Remote PC Maintenance 8:30-5 M-F exce t holida s As Needed
Remote Printer Maintenance 8:30-5 M-F except holidays As Needed
Remote Network Maintenance 8:30-5 M-F except holidays As Needed
On-site re airs of covered equipment during 8:30-5 M-F except holidays As Needed
On-site repairs of covered software during 8:30-5 M-F except holidays As Needed
" See Paragraph 7 Excluded Services
Requires minimum of 7 machines on network
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Appendix B (cont)
Se rvi ce Rates
Remote PC Management INCLUDED
8:30am-6pm M-TH 8:30-5 FRI
Remote Network Management INCLUDED
8am-Spm M-F
24x7x365 Network Monitoring INCLUDED
Onsite Repair Labor INCLUDED
8:30am-6pm M-TH 8:30-5 FRI '
Schedule Maintenance Outside of Help INCLUDED
Desk Hours
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Monitored/Covered Equipment & Software
Appendix B (cont)
Network Infrastructure
Description Qty.
Firewall Sonicwall 2 locations no backup 2
Servers
Description Qty.
One h sical and one virtual 2
Workstations
Description Qty.
44 workstations Police Department la to s not covered 44
Operafin S stems
Description
Microsoft Windows XP Professional
Windows 7 Professional Small Business Server 2008
Server 2008 R2 / Server 2003
Deskto A lications
Description
Microsoft Office Packa es with business rade licenses
Additional A lications
Description
Locis Pension Plus
Laserfische
Equipment & software not listed above will be an additional charge.
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