137-25 Exhibits to the Resolution for Extension of Contracts for IT Network Management Services - 2025 (002).pdf

Planning & Development: (Town Hall) Planning & Development Construction Housing Assessing: (Town Hall) Senior Citizen Health Center Child Health Clinic Recreation: (2 locations) Parks and Playgrounds Pool Assessor’s Office Public Works: (Engineering Building) Uniformed: Engineering Police: (Police Building) Public Works Police Health: (Town Hall) Fire: (5 locations) General Health Services Fire Senior Citizen Transportation Uniform Safety Welfare Emergency Management Animal Control TOWO’s Office of Information Technology (OIT), is responsible for providing all aspects of information technology and network communications for TOWO. This includes deploying, maintaining, and administering all computer, network, and communication functions. OIT is also responsible for establishing connectivity to several network and security devices throughout our area. All connectivity is handled via the commodity Internet, TLS, T1, Dark Fiber circuits or secure VPN tunnels. AWARD CRITERIA AND FACTORS: Award(s) for Network Managed services to the Township of West Orange for both uniformed and nonuniformed networks will be based on the following criteria: • Responsiveness of the proposal related to the scope of the work. • Ability, capacity and skill the vendor to perform the services effectively and on a timely basis. 6

• Financial strength and stability of the Vendor. • The quality, availability and adaptability of the services to the particular need required. • Net cost, including the Township’s cost of implementation & ongoing training, for a 1 to 5 year relationship • Experience and expertise level of key personnel providing such services • Experience and expertise of providing such services to the public sector. Factors that will be considered when evaluating these criteria will include, but not limited to: • Functionality of Proposed Solutions • Support Services Offered to Township Employees • Vendor History • Product Suitability • Use of Technology • Required Infrastructure • Implementation Schedule • Vendor’s ability to provide the general and technical requirements below 7

Section I - Technical 1.1 General Requirements: TOWO is seeking a vendor to provide high-quality technical solutions, support and expertise to all Township sites by means of managing Local Area Networks (LAN) and Wide Area Networks (WAN), performing testing, installations, upgrades for network hardware and software. The Contractor shall provide service strategy, service operation and continual service improvements. The Contractor will be assigned to projects of varying size and scope by Network Operations management, with the expectation of performing all required tasks, not limited to implementation. TOWO is requesting a contractor that can fulfill the following: • Monitoring Services • On-Site Support If/When Needed • Remote Managed Services Support If/When Needed • New project development and installation 1.2 The contactor roles and responsibilities will include but not be limited to: • Mitigation and resolution of detected issues • Diagnose problems before and after occurrence • Troubleshooting and maintenance of network systems • Network system support (install, test, maintain, monitor and tune) • Respond to Tickets forwarded from other responsibility areas • Tracking “chronic” or recurring problems and escalate within the IT Management Chain • Network Performance Monitoring in a Control Central Environment 8

• Network Performance Analysis (trend, analysis, performance monitoring and capacity planning) Network Configuration Control and Management • Network Management (Utilization and Capacity) • Network Utilization and Availability Report • Management and Administration of Network Monitoring Tools • Accurately document IP Configurations Installation of network hardware and associated cabling Provide quality assurance on all network installed equipment • Support LAN based wireless technology in the enterprise 1.3 Network Problem Identification, Troubleshooting and Maintenance • The Contractor shall continuously monitor a trouble ticketing system for new or escalated tickets, provided by the Contractor, and update at a minimum every hour when appropriate. All information entered into the ticket shall be clear, concise and accurate. Upon receipt of the trouble ticket, the Contractor shall initiate immediate action to clearly define the problem and effect immediate resolution, or document the problem in the trouble ticketing system to effectively track it to satisfactory resolution, or redistribute it to the appropriate IT group responsible for action towards satisfactory resolution. • The Contractor shall document each step in the troubleshooting process as it occurs and update the trouble ticket. Due to the complex nature of networks, it is possible for the source of network problems to reside in one or more devices concurrently. As such, the Contractor shall perform troubleshooting techniques to isolate the source of, diagnose and resolve or assist in the resolution of network problems. • The Contractor shall use existing diagnostic tools or tools that are appropriate for use in diagnosing problems. • The Contractor shall, when required, participate and/or lead in conference calls during mitigation actions or network anomalies. • The Contractor when directed shall provide the Network Operations group with after action reports regarding troubleshooting efforts and/or resolution actions taken during and/or after network event troubleshooting. 9

1.4 Network Problem Resolution and Referral • The Contractor shall refer network problems to various sources when resolution cannot be achieved by Contractor personnel. If diagnosis or resolution has not been completed in accordance with SLA’s as defined below, the Contractor shall escalate the problem to Network Operations Engineers for further action. • When problems are detected in hardware or circuits, the Contractor must report and resolve the issue, including parts and labor to correct the problem as necessary. See SLA’s as defined below. 1.5 Network Installation Support • The Contractor shall install or modify network components and other systems as required. This includes physical and logical connections with switches, routers, firewalls and related hardware. No modifications or changes shall be made without an approved change request provided by Network Operations. The Contractor shall support implementation of configuration processes based on change review approval by Network Operations. The Contractor shall assist Network Operations in adhering to the approved process for introducing a scheduled maintenance or network configuration change. • The Contractor shall provide support in troubleshooting network problems associated with new or revised hardware or software installations. The Contractor shall provide support in coordinating new off-network connections including direct site-to-site links with other agencies. The Contractor shall update baseline artifacts to include logical design, as-is drawings and other baseline documents. Occasional staff travel requirements may occur as a result of requirements, but is addressed on a case-by-case basis. 1.6 Network Management and Monitoring • The Contractor shall be responsible for using Contractor’s management tools to monitor our stateside and LAN and WAN networks. • The Contractor shall have access to the use of a wide assortment of management tools to assist in identifying, analyzing and diagnosing network system problems. 10

1.7 Network Utilization • The Contractor shall be responsible for monitoring network utilization to ensure the network infrastructure accommodates customer traffic to all of the customers to help reduce operational costs and establish a foundation for future services. • The Contractor shall coordinate with outside entities as needed for establishment and baseline verification of baseline and operational network utilization. The utilization statistics shall be captured primarily using various tools to monitor device interfaces in relation to transmission media capabilities. 1.8 Network Availability • The Contractor shall monitor network availability and compare sample data with the information in the commercial service provider circuit availability reports for verification and validation of outage statistics. 1.9 Network Trend Analysis • The Contractor shall perform network trend analysis to compile daily and/or longer-term reports for various network traffic areas of interest. These reports shall supply both generalized and specific information about targeted areas and shall provide useful snapshots of information. These reports shall include but are not limited to daily and weekly reports covering various error conditions, workload (i.e. CPU) and memory and network utilization. Customized trend analysis shall be provided based on current monitoring capabilities on an as-needed basis. 1.10 Network Capacity Planning • The Contractor shall perform data collection to assist in network capacity planning. Network usage and configuration information shall be used with performance statistics to reflect current and long-term bandwidth utilization. This information shall be used to better estimate future requirements based on application, organizational or technological changes as well as adjustments to provide improved cost/benefit of current resources. 11

1.11 Technical Requirements: The Contractor shall perform LAN/WAN configuration, troubleshooting and operational support with specific (but not exclusive) concentration on: LAN Support • The Contractor shall provide the following LAN support services:  Monitor LAN performance and make LAN upgrade recommendations using management or monitoring tools Perform diagnostic testing between network components Recommend configuration changes and network upgrades as required Install, configure, troubleshoot and maintain network and network monitoring tools (such as: SolarWinds, etc.) and hardware as required or directed Install and configure network protocol software Install, configure and maintain LAN switches, routers and wireless systems Troubleshoot and repair LAN lines Troubleshoot and resolve network issues and problems Install, label, maintain and troubleshoot internal network wiring and fiber optic cabling Document all existing and potential network problems and their corrective actions Reestablish network connectivity for users during office moves Perform periodic preventative maintenance Participate in design reviews for new facilities or renovation plans as required Diagnostic testing between network components Systems programming of network switches, routers and related hardware Install, label, maintain and troubleshoot internal network wiring and fiber optic cabling Generate network diagrams, rack elevations and documentation as requested by the Network IT staff Travel, as required or directed, to TOWO offices in the West Orange area                 12

WAN Support • The Contractor shall interface with Network Operations to provide the following WAN support services. In performance of these services, the Contractor shall:  Facilitate the installation, troubleshooting and repair of communication lines, data circuits and wireless systems Configure, maintain and troubleshoot WAN protocols Identify existing potential network problems and report outages with corrective actions Coordinate with remote sites and overseas IT departments to recover and restore WAN connectivity in case of an outage Perform diagnostic testing among WAN components to verify performance and connectivity Install, configure and maintain routers per established policies and procedures as required or directed Facilitate the installation, troubleshooting and repair of communication lines, data circuits and associated equipment Identify existing potential network problems and report outages with corrective actions Coordinate with remote branch office personnel to recover and restore WAN connectivity in case of an outage Open trouble tickets and/or coordinate communication with Internet Service Providers (ISPs) as required.         1.12 PERFORMANCE STANDARDS AND SERVICE LEVELS • The Contractor shall meet the following performance standards: Response and Notifications The Contractor is expected to react quickly to any event impacting, or that has the potential to impact, the delivery of subscriber services. In addition, it is critical that the Contractor communicates events that impact service delivery, the services impacted by the events, and any future risks caused by the events to TOWO Network Operations management in a timely fashion. It is expected that notifications and escalations occur simultaneously through the Contractor’s management and engineering organizations during any service affecting event. The Contractor will propose a documented Escalation and Notification Procedures listed below, with minimum reaction times, notification times, and escalation times: 13

1. Notification Time: _____________________ notification to the state of service impacting faults such as: a. Any hardware failure or circuit problem b. Any hardware alerts or warnings, high utilization or memory usage on the core network devices managed, InterLATA circuits, and IntraLATA circuits c. Any failure interfacing with the ISPs 2. Notification Time: _____________________ execution of diagnostic and fault resolution procedures upon fault detection. 3. Qualified technical support on-site, with appropriate replacement parts, upon detection of any service affecting hardware failure, 24x7x365, Notification Time:_____________________ 4. Notification Time:_____________________ of Resolution notification of the actual restoration of services or problem resolution. 5. Notification Time:_____________________ for Root Cause Analysis of actual restoration of services. 6. Provide initial response and escalations as outlined in table below: Definition: Severity 1 (Critical) Severity 2 (High) Severity 3 (Normal) Initial Response (from occurrence) Begin Diagnosis (from occurrence) Initial Notification to TOWO 14

Network Operations management (from occurrence) Onsite Support with parts (as required) measured from start of diagnosis 1st Escalation to the TOWO Network Operations Engineer on-call (from occurrence) 2nd Escalation to TOWO Network Operations Manage r and Contract NOC Manager after 1st escalation 3rd Escalation to Sr. Director of Network Operations and the Contractor Program Manager after 2nd escalation 15