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

Resolution Notification Faults are events categorized by severity: Severity 1 – Critical: Any event impacting or about to impact service on more than one subscriber (such as service-impacting failures of >500msec), on a device that is defined as a backbone/core device, where no redundant route is configured and passing traffic or where the redundant route is impacted. If all of the above conditions are met and any of the following conditions are met: service cessation, no packet transfer, interface down, platform not responding to ICMPs, loss of signal, loss of functionality, DoS attacks, SYN attack. Severity 2 – High: Any event impacting service or about to impact service on more than one subscriber (such as: service-impacting failures of >500msec), on a device that is defined as a backbone/core device, where a redundant route is available and passing traffic. Any event impacting or about to impact service on a single subscriber connection, or with potential to impact service of multiple subscribers if not addressed, such as: degradation or intermittent failures, latency spikes of >200msec for more than 60 seconds, repetitive intermittent downtime (component, interface, or circuit) for short periods of < 5 seconds. Problems may have a possible bypass or alternate route but the bypass must be acceptable to Network Operations management. Severity 3 – Normal: Informational events and maintenance events, such as: incrementing error count on an interface without service impact, high (or low) traffic level on a circuit, operating system upgrades, routine maintenance actions. 1.13 CONTRACTOR PERSONNEL MINIMUM QUALIFICATIONS: The Contractor shall be capable of furnishing all necessary personnel and services required to successfully complete all tasks and work requirements and produce high quality deliverables and support services described herein. The Contractor shall demonstrate in its proposal that it possesses such expertise in-house or has fostered strategic alliances with other firms for providing the support needed to be successful as referenced in minimum qualifications contained below. The Contractor shall provide TOWO with personnel that have the specific skills that meet the qualifications as specified below. The Contractor will be responsible for identifying, diagnosing, defining, performing and documenting remedial action taken to resolve network

ic skills that meet the qualifications as specified below. The Contractor will be responsible for identifying, diagnosing, defining, performing and documenting remedial action taken to resolve network connectivity issues. The 16

Contractor will be responsible for troubleshooting and isolating the source of the problem and developing processes for resolution to share with Network Operations staff members. The Contractor will continuously monitor trouble ticketing system for new and escalated tickets. Upon receipt of the ticket, the Contractor will initiate immediate action to clearly define the problem and effect immediate remediation, document the problem to effectively track it, or distribute it to the appropriate group of responsibility for action and satisfactory resolution. The Contractor will install or modify network equipment/components and related systems as required. This includes physical and logical connections with switches, routers, firewalls and related network devices. No modifications or changes shall be made without an approved change request. The Contractor will coordinate with various IT Units to: Further integrate network systems into our production network; Research and design solutions to technical and business problems; Use network troubleshooting tools to detect issues and coordinate remediation of any issues; Stay abreast of network concerns and regularly update network engineering and operations leadership. The Contractor’s personnel shall work under the direct supervision of TOWO’s IT Coordinator or his designee, located at 66 Main Street, West Orange, New Jersey 1.14 CONTRACTOR EXPERTISE REQUIRED: The Contractor must demonstrate and certify that it possesses at a minimum three (3) years’ experience in providing network engineering and administrative support for large enterprise environments, including one (1) or more of the certifications listed below. Vendors bidding for the Uniformed Network contract must also have minimum (3) years’ experience working in accordance with the CJIS security policy. • CONTRACTOR PERSONNEL QUALIFICATIONS AND CERTIFICATIONS 17

The following qualifications are required by the person(s) proposed to perform under the resulting Agreement: Minimum of three (3) years’ experience implementing new LAN/WAN designs, architectures and integration Minimum of three (3) years’ experience troubleshooting and configuration of large enterprise LAN/WAN networks Minimum of three (3) years’ experience configuring and troubleshooting Wireless networks Minimum of three (3) years’ experience configuring L2 and L3 Access Control Lists (ACLs) Any vendor working on the uniformed network will require ALL support personnel to be subject to Federal, State and Local background checks. Vendor will need to provide a list of personnel who will be accessing the network either remotely or on-site and will be responsible for having background checks completed and forwarded to the Agency. SUBSTITUTION OF PERSONNEL The Contractor may not substitute key personnel without the prior approval of TOWO Network Operations. To replace any personnel, the Contractor shall submit resumes of the proposed personnel specifying their intended approved labor category. All proposed substitute personnel shall have qualifications equal to or better than those of the replaced personnel and must be approved by the Manager. The Manager shall have the option to interview the proposed substitute personnel. After the interview, the Manager shall notify the Contractor of acceptance or denial of the requested substitution. 18

1.15 OTHER RELEVANT TECHNICAL CRITERIA: • The vendor’s close partnership with industry leaders in network hardware and software such as Cisco, Dell, Avaya, Verizon, Level-3, who sell and support communication products and carrier circuits. • The vendor’s ability to provide a service road-map for mapping out new products, provide feature enhancements to existing products, as well as offer version upgrades to their existing network monitoring tools when required or on an as-needed basis. • The vendor’s ability to employ a best-of-breed approach for providing technical experts in LAN and WAN technologies and their approach for keeping the proficiency and skills of their engineers honed and up to date. • The vendor’s business attributes that include corporate viability, client satisfaction, customer relationship management, personnel, service level agreements and the ability to review, manage and implement tactical and strategic solutions. • The vendor’s ability to provide 1 workday a week on-site support as it relates to configurations, implementations and replacement of network hardware or related systems. • Positive feedback from client references with expressed acknowledgement of the vendor’s ability to perform the full range of network operations support in mid-to-large enterprise and global environments 19

SECTION II - MANAGEMENT PROPOSAL REQUIREMENTS: 2.1 Transmittal Letter: A transmittal letter prepared on the Proposer’s business stationery must accompany the proposal. The purpose of this letter is to transmit the proposal; therefore, it should be brief, but shall list all items contained within the Technical Proposal as defined below. The letter must be signed by an individual who is authorized to bind the firm to all statements, including services and financial, contained in the proposal. 2.2 Technical Proposal Criteria: Clear, concise, yet detailed responses to the technical criteria below are to be provided in the technical proposal. The Bid/Proposal Affidavit and Acknowledgment of Receipt of Addenda (if applicable) are to be included in the Technical Proposal. Marketing material may be provided, but is to be included as an appendix rather than within the body of the proposal. 2.3 Signing of Forms: The proposals, if submitted by an individual, shall be signed by the individual; if submitted by a partnership, shall be signed by such member or members of the partnership as have authority to bind the partnership; if submitted by a corporation, shall be signed by an officer, and attested by the corporate secretary or an assistant corporate secretary. If not signed by an officer, there must be attached a copy of that portion of the bylaws or a copy of a board resolution, duly certified by the corporate secretary, showing the authority of the person so signing on behalf of the corporation. 2.4 Technical Criteria: The following information must be furnished in the Technical Proposal per this solicitation. Failure to include any of the items listed below may disqualify your firm's response. The Technical Proposal should be prepared in a clear and concise manner. It should address all appropriate points of this RFP except price information. The contents of this volume must address the following items, as indicated below, and additionally, must include the appropriate completed forms or responses as indicated in items 2.1 through 2.15 as listed below. Offerors must paginate the Technical Proposal and are requested to provide tabs to separate responses to each of the technical criteria. The purpose of this response is to display full comprehension of the services to be provided and how such services will be provided to the Township. 2.5 Executive Overview: The

the technical criteria. The purpose of this response is to display full comprehension of the services to be provided and how such services will be provided to the Township. 2.5 Executive Overview: The proposal must begin with an Executive Overview. This summary is for introductory purposes and will not be considered as part of the evaluation process. It is the Proposer’s responsibility to tailor its response to demonstrate its qualifications to perform the scope of work as indicated in items 2.2 20

through 2.15 below. Proposers are requested to compile their proposals in the same order as the scope of work. 2.6 Company Profile: The Proposer is to provide a narrative regarding the Company Profile, to include the following elements: • Primary business purpose • A brief history of the firm including how long the firm has been in business • Management team and staff anticipated to be deployed biographies, including academic history, degrees attained, certifications obtained, other relevant experiences, including length of tenure with current proposer • Listing of all services offered by the proposer • An organization chart of the company showing parent company and any affiliates as well as where the branch that will be servicing TOWO is found on the organization chart Address of the firm’s headquarters, nearest offices, and branch offices • Address of the branch office(s) that will be serving TOWO • Size of the company as measured by facility and staff resources available • Total number of permanent employees in the firm and also by branch that is serving TOWO • Annual Sales Volume for the branch office which will service the Township on a per year basis for the last three (3) years [2019, 2020, and 2021]. Financial Attestation: Firms shall provide a statement or attestation of its financial condition to confirm that it has adequate financial resources to support its Technical Proposal response. Such statement and/or attestation may include: a) financial statements (unaudited) for the past three (3) years; b) audited financial statements for the past three (3) years; c) prospectus of publicly traded firms; d) letter signed by authorized company personnel attesting to its financial viability (preferably notarized statement); or e) any other documentation that firm feels adequately attests to its financial resource viability. It is acceptable that such documentation be provided solely in the original copy of the Technical Proposal. NOTE: To ensure that the Contractor has sufficient financial resources to support the contract, prior to the award of the contract(s), TOWO may, at its sole discretion, request that the Contractor shall submit complete audited financial statements for the most recent fiscal years showing the true condition of the Proposer’s assets, liabilities and net worth. If requested, the financial statements must include a

lete audited financial statements for the most recent fiscal years showing the true condition of the Proposer’s assets, liabilities and net worth. If requested, the financial statements must include a balance sheet and income statement. If the Proposer is a partnership or joint venture, individual financial statements must be submitted for each general partner or joint venture thereof. 21

2.7 BUSINESS ATTRIBUTES: Business attributes are one element of TOWO’s requirements. They comprise characteristics, policies, processes, and procedures that need to be described in a qualified RFP response and as more fully described below, including: • Financial Viability • Managed Service Viability • Network Operations Center • Network Monitoring and Management • Log Management • Reporting • Customer Support and Account Management • Service Level Agreement • Implementation • Industry Specific Experience • Customer Satisfaction 2.8 Financial Viability: • Provide information about your company’s financial stability. If your company is public, include an annual report and supporting financial statements. If your company is private, include supporting documentation to demonstrate a stable, profitable, sustainable business model. • Provide detail on any venture funding you have received, including the sources of the venture funding. 2.9 Managed Service Viability: • What is your company’s core business strategy? • What are your primary lines of business in terms of revenue? • Where do managed network services (MNS) fit into your business strategy? • Provide details that describe how your MNS business or business unit is profitable. If not profitable, please provide your expectations for reaching profitability. 22