168-22 Exhibits - Contracts for IT Network Management Services - 2022.pdf

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Vendor Qualifications to Support Technologies Currently in Use: please respond yes or no to each of the following: Uniformed & Non-Uniformed Networks | . Please indicate whether Vendor is Microsoft Certified Partner, Silver or Gold{Yes/ No ° Please indicate whether Vendor is a Microsoft Certified Systems Engineer MCITP- yes . Enterprise Admin on staff full time ((e9/ No . Please indicate whether Vendor is Dell SonicWALL Partner with a CSSA on staff/Yes.¥ No i . Please indicate whether Vendor is Dell EqualLogic Certified Partner es? No . Please indicate whether Vendor is VMware Enterprise Partner V5.x with a VCP on stafi(Ye)/ No . Please indicate whether Vendor is Datto Certified partner Yes/(@) i . Please indicate whether Vendor is a minimum of 6, W2 employees to ensure support coverage / Ce}/ No . Vendor will supply a minimum of 3 government references where they are currently performing similar services(Ve} {No . Vendor's headquarters and support staff are located in New sersey (Ye9)/ No . All work will be performed by vendor's full time employees - not sub-contractor{Yes/ No . Vendor has been in business for at least 10 years¥es) No . Vendor has never declared Bankruptcy €é3)/ No i . Vendor has a system in place to provide the City with periodic detailed audit reports of all time billed with dates, time spent and issues addressed. The City may request these audit reports at any time (fesy No Uniformed Network ° Has Vendor Installed/Upgraded/Maintained any systems in the last 3 years in accordance with the CHIS security policy {Yes} No

Has vendor ever conducted !T Security Audit with the FBI’s CJIS uniteVesy No Is vendor willing to provide signed/executed Security Addendum Certificate? (Fesy No \s vendor willing to have all personnel subject to background checks?(¥e9/ No Please indicate whether Vendor is Symantec Certified Partner Silver or eaidye9/ No Please indicate whether Vendor is-VERITAS.Certified Partney(¥e} / No Please indicate whether Vendor is certified Veeam partner(Ved/ No Vendor will be required to have the following technical qualifications: Uniformed & Non-Uniformed Networks Please indicate whether Vendor's certified or has 3 years’ experience supporting the following and have current references using these products: Microsoft Windows 2003/2008 2/2012 RGB No Configuring of Domain Controllers(¥eg / No Streamline Active Directory with proper rights and permissions(Yea / No Microsoft Exchange 2010/2013(/e9/ No . Microsoft Outlook Web Access (e3)/ No Microsoft Terminal Services fe9/ No Dell Servers (f€sy No Dell Tape Librarieg Yes No Dell EquallLogics SAN device Ves No Dell SonicWALL Firewall Configuration Ve9/ No Dell SonicWALL ViewPoint/Analyzer software(Ve9/ No Dell SonicWALL Site to Site VPN tunnels and VPN client acces(Ve)/ No Dell SonicPoint Wireless Solution{Ye3/ No Dell web managed switches (es No

. VMware vSphere 5.x Virtualization software(¥es/ No Uniformed Network ; . Veeam Replication/Backup software(’eg/ No . Configuring Symantec End Point Security Software(e3/No . Configuring Symantec Backup Exec and agents for Disaster Recovery, Open Files and Exchange, Symantec Backup Exec System Recovery(Ves)/ No ; Vendor will be required to provide credentials and certifications for above upon request Yes / No Vendor will be required to perform the following duties: . Provide a mid-level technician on location 8 hours/week to Sek local desktops wel a, i Cano Caw befrovided SiG EY: black A haw frch aS€z “Apc . Have remote desktop and monitoring-software on all desktops and servers and monitor 24/7 No . Provide the name of the monitoring software and services it monrors Gene pee ‘un @ . Perform monthly server maintenance ¥69 / No Mom ¢s etfe 35

. Do you support ad-hoc reporting requests? Describe the process for requesting ad-hoc reports? Provide the timeframe for turnaround of ad-hoc reporting. There are numerous reporting features and options within the existing reports. Ad-hoc reporting is available by special request at an additional charge. . Do you support the ability to create PDF reports? Can they be sent securely via email? Can they be digitally signed and tracked? Yes, we can provide reports in a PDF. Secure email is available at an additional charge. . How is your reporting interface structured? Do you use multiple interfaces for different services? Is the information integrated across service lines? What cross-service line metrics and reports do you offer? ‘There are numerous reports available and upon being chosen as a preferred vendor, we would sit with the customers’ technical team and determine which reports are required on a regular basis. . Can you create custom reports? How Is this accomplished? There are numerous reporting features and options within the existing reports. Custom reporting is available by special request at an additional charge. 1 . Describe help desk or ticketing functionality. What workflow management features are available? Help desk requests can be submitted via email to our ticketing system or phoned in. Although all tickets can be responded to by any of our engineers, each customer has a primary and secondary support engineer assigned. Based on availability, if they cannot respond ina i reasonable time frame the help desk coordinator will assign another engineer to the ticket. . How long is data available in the portal for reporting? Server information [s available for two months. ' 2.13 Customer Support and Account Management: . Describe your company’s process for customer-initiated tickets, as it relates to incidents and i support issues. Help desk requests can be submitted via email to our ticketing system or phoned in. Although all tickets can be responded to by any of our engineers, each customer has a primary and secondary support engineer assigned. Based on availability, if they cannot respond in a reasonable time frame the help desk coordinator will assign another engineer to the ticket. [Type here]

Detail your approach to customer support. What technical support resources do customers have access to? Customer support is our highest priority and although most tickets are closed without the need for direct customer contact, all of our engineers are available by phone for discussion, based on availability. How is your customer support structured? What is the escalation process for reported problems or issues? All of Pascack Data’s engineers are experienced professionals, currently with a minimum of 8 years of experience with Pascack Data. As explained above, “Help desk requests can be submitted via email to our ticketing system or phoned in. Although all tickets can be responded to by any of our engineers, each customer has a primary and secondary support engineer assigned. Based on availability, if they cannot respond in a reasonable time frame the help desk coordinator wilt assign another engineer to the ticket.” What are the hours for customer support? See Below. Does support change hands at any point? NO What locations is this support provided from? Pascack Data Main Location in Hawthorne, NJ during standard business hours and from individual’s cell phones after hours. How do you maintain quality of support 24x7? The existing support engineers are on calli after hours. Definition: Severity 4 (Critical) Severity 2 (High) Severity 3 (Normal) Hours of support: Standard hours: Monday to Friday 8:30 to 5:30, except Pascack Data Observed Holidays (New Year's Day, Presidents Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas) Severity 4 (Critical) Standard Business Hours: Immediate response not to exceed 30 minutes After Standard Business Hours; Immediate response not to exceed four hours. Severity 2 (High) Initial Response (from occurrence) Standard Business Hours: Immediate response not to exceed 30 minutes After Standard Business Hours: Immediate response not to exceed four hours. Severity 3 (Norma!} Standard Business Hours: Immediate response not to 30 minutes [Type here]

What kind of value-added support options are available? Can you provide a dedicated technical account manager? At what cost? Yes, as our standard practice there is a main engineer assigned to the account with a backup that is familiar with the account. Describe your approach te account management. Who will manage the account from a business and executive level? What access will we have to company leadership? The customer has direct access to company leadership and engineers at any time. Describe how you measure and report client satisfaction, Including frequency. - Since the customer is interacting with our engineers, we expect them to keep management informed. We also anticipate that all managed services customers will meet with us several times a year for periodic updates. Describe your processes and mechanisms for handling client inquiries and reported problems, Help desk requests can be submitted via email to our ticketing system or phoned in. Although all tickets can be responded to by any of our engineers, each customer has a primary and secondary support engineer assigned. Based on availability, if they cannot respond ina reasonable time frame the help desk coordinator will assign another engineer to the ticket. Describe your customer service responsiveness, hours of staff availability, and available communication mechanisms (e.g., written, verbal, electronic, face-to-face). Help desk requests can be submitted via email to our ticketing system or phoned in. Although ail tickets can be responded to by any of our engineers, each customer has a primary and secondary support engineer assigned. Based on availability, if they cannot respond ina reasonable time frame the help desk coordinator will assign another engineer to the ticket. Describe how customer satisfaction deficiencies are addressed and resolved. Customer satisfaction is a top priority for the Management at Pascack Data. We believe immediate attention is usually the best course of action, which can be handled by conference call or a face to face meeting. What ongoing programs are in place to manage client satisfaction? Customer satisfaction is a top priority for the Management at Pascack Data. We believe immediate attention is usually the best course of action, which can be handled by conference call or a face to face meeting. [Type here]

2.14 Service Level Agreement: . Describe your service level agreements for the proposed services. Provide detailed SLAs. Hours of support: Standard hours: Monday to Friday 8:30 to 5:30, except Pascack Data Observed Holidays (New Year’s Day, Presidents Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas) Severity 1 (Critical) Standard Business Hours: Immediate response not to exceed 30 minutes After Standard Business Hours: Immediate response not to exceed four hours. Severity 2 (High) Initial Response (from occurrence} Standard Business Hours: Immediate response not to exceed 30 minutes After Standard Business Hours: Immediate response not to exceed four hours. Severity 3 (Normal) Standard Business Hours: Immediate response not to 30 minutes . €xplain your company’s methods for monitoring and measuring SLAs. What options are available to us upon failure to meet your stated SLAs? Customer satisfaction is a top priority for the Management at Pascack Data. We believe immediate attention is usually the best course of action, which can be handled by conference call or a face to face meeting. 2.15 Implementation: Additional detail would be required to respond to with accurate answers to the questions below. In general, Pascack Data has implemented numerous large projects in excess of thousands of devices across the tri-state area and has the experience to complete projects on schedule with the required transfer of knowledge. . Describe your approach to implementing services, . What customer resources are required to support implementation? * ___What is the typical implementation timeframe? _ [Type here]

. How do you ensure minimal impact or disruption to the customer? . What steps do you take to ensure full and complete implementation? . Detail the handoff process once services are turned up. . What training is offered to customer staff to introduce them to the services? . How do you handle implementing services across widespread, geographically dispersed facilities? . What options are available for implementation? Remote installations? On-site field engineers? 2.16 Industry Specific Experience: . How many government or higher education clients do you provide monitoring or security device management services for? Please see our reference list. * What reports are available comparing customers to peers and others in their industry? For security purposes, we can provide generalizations of other incidents, but do not discuss individual details of other client’s networks. 2.17 Customer Satisfaction: ° Describe your process and mechanisms for handling client inquiries and reported problems, Customers have direct access to Pascack Data’s management team, . Describe how you measure and report client satisfaction, including frequency. Since the customer is interacting with our engineers, we expect them to keep management informed. We also anticipate that all managed services customers will meet with us several times a year for periodic updates. . Describe how satisfaction deficiencies are addressed and resolved (in your service level agreement or elsewhere). Customer satisfaction is a top priority for the Management at Pascack Data. We believe immediate attention is usually the best course of action, which can be handled by conference call or a face to face meeting. . Provide your latest client satisfaction results. Our average customer has been with us for over 10 years and many of our customers have been with us over 25 years, 2.18 Firm References: [Type here]