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

• Of the revenues provided above, what percentage does it comprise of your total corporate revenues? • Describe how any of the top research firms (i.e. Gartner, Yankee, IDC, Forrester, Frost & Sullivan) have ranked your company in the MNS market? • Describe any awards your company has won for MNS. • Provide the number of managed network services customers at the end of last year, current, and projected at the end of this year. • Provide details on how long you have offered each of your Managed Network Services. • Describe your most recent fiscal year’s Managed Network Services growth rate over the prior fiscal year. 2.10 Network Monitoring/Management: Describe your managed/monitored Network Service • How long has your organization been performing Network management/monitoring? • What network hardware and related systems do you support? How do you select which network hardware and system to support? Are you a vendor neutral or the developer/manufacturer of the product you propose? • Do you have special relationships with the product and platform vendors of the products you will deploy? • Do you currently have a router and switch configuration checkup procedure? And, how often would you do this? • What are your supported platforms? • Do you offer co-management, where we retain administrative rights and technology ownership for our network devices? 2.11 Log Management: Describe your approach for collecting, indexing and retaining raw log data. • How long have you been offering log monitoring and management services? • What tools do you use to monitor and manage log data? • What log sources are supported? 23

• What is the process for supporting new log sources, e.g., custom applications? • How is log data protected from tampering or misuse? • How scalable is your solution? • How much log data can be retained? • What level of compression is available? • What resources are available to support the integration of log sources into the system? • How is your log management solution sized? 2.12 Reporting: • Describe your standard reporting process? How frequent will we receive standard reports? Do you have web-based reporting capability? Provide samples reports and screen shots of webbased interface. • Do you have asset-based reporting allowing creation and group assets, assign criticality and view event, scanning and all other information using asset views? • Do you support ad-hoc reporting requests? Describe the process for requesting ad-hoc reports? Provide the timeframe for turnaround of ad-hoc reporting. • Do you support the ability to create PDF reports? Can they be sent securely via email? Can they be digitally signed and tracked? • 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? • Can you create custom reports? How is this accomplished? • Describe help desk or ticketing functionality. What workflow management features are available? • How long is data available in the portal for reporting? 2.13 Customer Support and Account Management: • Describe your company’s process for customer-initiated tickets, as it relates to incidents and support issues. 24

• Detail your approach to customer support. What technical support resources do customers have access to? • How is your customer support structured? What is the escalation process for reported problems or issues? • What are the hours for customer support? Does support change hands at any point? What locations is this support provided from? How do you maintain quality of support 24x7? • What kind of value-added support options are available? Can you provide a dedicated technical account manager? At what cost? • Describe your approach to account management. Who will manage the account from a business and executive level? What access will we have to company leadership? • Describe how you measure and report client satisfaction, including frequency. • Describe your processes and mechanisms for handling client inquiries and reported problems. • Describe your customer service responsiveness, hours of staff availability, and available communication mechanisms (e.g., written, verbal, electronic, face-to-face). • Describe how customer satisfaction deficiencies are addressed and resolved. • What ongoing programs are in place to manage client satisfaction? 2.14 Service Level Agreement: • Describe your service level agreements for the proposed services. Provide detailed SLAs. • Explain your company’s methods for monitoring and measuring SLAs. What options are available to us upon failure to meet your stated SLAs? 2.15 Implementation: • Describe your approach to implementing services. • What customer resources are required to support implementation? • What is the typical implementation timeframe? • 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? 25

• 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? • What reports are available comparing customers to peers and others in their industry? 2.17 Customer Satisfaction: • Describe your process and mechanisms for handling client inquiries and reported problems. • Describe how you measure and report client satisfaction, including frequency. • Describe how satisfaction deficiencies are addressed and resolved (in your service level agreement or elsewhere). • Provide your latest client satisfaction results. 2.18 Firm References: Provide three (3) client contacts that are accounts of similar size. The client references must be current customers and have at least one year of experience with your MNS service. Please include name, title, role on the contract, phone number (including area code and extension numbers) and e-mail address. Proposers are to provide this information as part of the Technical Proposal; however, TOWO will check references only of the clients of the shortlisted Proposing Firms. TOWO reserves the right to verify all information given if it so chooses, as well as, to check any other sources available including itself even if not provided as a reference by the Proposer. It is imperative that the contact names and phone numbers given for the contracts/clients listed are accurate. References will be held in the strictest of confidence by the Township. The contact person should be capable of speaking to a firm's capability in performing the services required. References will be held in the strictest of confidence. 2.19 Special/Unique Qualifications: Provide a narrative to elaborate on the special/unique qualifications and/or experiences of the Proposer and/or any member of its team, which make it uniquely capable to provide Network Managed services to TOWO. Special firm and/or individual expertise is to be included. 26

2.20 Insurance: 1. Provide a copy of a Certificate of Insurance verifying your firm's coverage for Professional Liability for one million dollars. 2. Worker’s Compensation pursuant to New Jersey Statues. 3. General Liability in the amount of Two million with Township of West Orange named as additional insured. 27

SECTION III – COST PROPOSAL 3.1 INTERVIEW/DISCUSSION SESSION: Interview/Discussion Sessions (“Discussion Session”): The Township may entertain scheduling a discussion with all qualified submitters (qualified submitters are those who submitted a letter of interest, submitted a proposal in a timely manner and are deemed responsive by the Township’s Qualified Purchasing Agent. If desired, the date and time of the Discussion Sessions. These sessions are anticipated to be held in person possibly via webinar. If scheduled, the actual time on these date(s) will be verified with the applicable proposers at the time it is requested. The purposes of the Interview/Discussion Session are as follows: (a) to provide an opportunity to present an overview of Network Managed Services to meet the needs of the TOWO (b) to provide an opportunity to clarify the scope of services for this contract and discuss any items addressed in the Technical Proposal that may require additional clarification. If scheduled, the Interview/Discussion Session forum will be informal as the Township is not interested in a marketing presentation; rather, TOWO is requesting an interactive discussion with the proposing firms. Ample time is to be available for the Township and the Proposing Firm to ask questions and discuss issues/concerns related to the product, the scope of the services, and the firm’s capabilities/qualifications. We anticipate that each session will be approximately 60 to 90 minutes in length. Minutes of the Interview/Discussion Session will be made and any questions which answers determined to be shared with other proposers will be noted. Any significant information that is revealed that changes the scope of the Request for Proposal will result in an addendum specifying the change(s) and any impact on the response date. 3.2 PRICE PROPOSAL REQUIREMENTS A Price Proposal must be submitted in a sealed envelope with the proposal. The envelope shall have the Proposer's name, the contract name and the RFP number prominently displayed, together with the words "PRICE PROPOSAL." It is the intent of the Township that the Price Proposal will consist of the following: • Describe how pricing was calculated. • Quote rates for recurring monthly services provided for a 12-month period. • Quote pricing for any one-time installation or start-up costs. • Provide a listing of new hardware and/or

lculated. • Quote rates for recurring monthly services provided for a 12-month period. • Quote pricing for any one-time installation or start-up costs. • Provide a listing of new hardware and/or software that may be required to implement the proposed solution, if any. The Township reserves the right to procure software/hardware for installation/maintenance by the awarded vendor from the lowest possible sources whether it be 28

the awarded vendor, competitive bids, state contract, regional co-operative or other lower cost vendors. • Quote pricing or pricing policies for project-based work. • It is the Township’s desire to enter into a multiple year contract. Furnish information on any pricing incentives for longer term contracts. • Ensure any governmental discounts are included in all prices quoted. • Pricing should be broken down by category as per the price quote attached to this proposal. This quoted pricing must be good through December 31, 2022 and for any additional periods proposed. It is the intent of the Township that any predictable recurring services consist of monthly recurring amount for services, with explanation of calculation, any one-time installation or start-up costs, pricing or pricing policies for project-based work and any hardware and software required to implement the proposed Solution. Since the Township reserves the right to award a single vendor or select a number of vendors that meet the Township’s needs, price proposals should include separate pricing for Police/Fire network maintenance/monitoring proposals, Police/Fire help desk proposals, non-uniformed network maintenance/monitoring proposals, non-uniformed help desk proposals, specific project based proposals and general services should the Township decide it is in its interest to name multiple vendors. Since the Township may or may not select a single vendor for all services, other pricing alternatives are anticipated to be submitted. Specifically, all Police/Fire services, all non-uniform services, specific project based proposals and general services are being requested. Lastly, since the Township may award a single contract for all services, the Township is requesting pricing for ALL services. Multi-year pricing for all of these alternative is also requested. The Township may consider alternative pricing structure if submitted as well. 3.3 EVALUATION AND SELECTION PROCESS: Evaluation and Selection Committee. All Contractors’ proposals received by the closing deadline will be reviewed. The Procurement Officer shall establish an Evaluation and Selection Committee to review and evaluate the proposals. The Committee may request additional technical assistance from any source. The Procurement Officer shall first review each proposal for compliance with the requirements of this RFP. Failure

proposals. The Committee may request additional technical assistance from any source. The Procurement Officer shall first review each proposal for compliance with the requirements of this RFP. Failure to comply with any requirement will disqualify a Contractor’s proposal. The Contractor must assume responsibility for addressing all necessary technical and operational issues in meeting the objectives of the RFP. Each section of the proposal will be evaluated according to the criteria listed 29

below. Proposals cannot be modified, supplemented, cured, or changed in any way after the due date and time for technical proposals, unless specifically requested by the Township. The intent of this RFP is to provide Network Managed Services Firms an opportunity to present their qualifications, experience, and conceptual approach to providing the scope of services in relation to the needs of TOWO. The manner in which the proposing team presents their qualifications will be regarded as an indication of how well the Proposer’s philosophy, approach, organizational culture, working style and communications style fit with the Township’s. Submittals that concisely present the information requested in the order and the manner requested will be considered more favorably than a submittal from a Proposer of commensurate qualifications that displays a lack of organization, conciseness or attention to detail. 3.4 Technical Evaluation: After compliance with the mandatory requirements in this RFP has been determined, the Committee shall conduct its evaluation of the technical merit of the proposals in accordance with the Evaluation Criteria. Proposals are evaluated to determine which proposal is most advantageous to the Township. The process involves applying the evaluation criteria contained in the RFP, comparing the proposals to each other, and then, at the conclusion of the technical evaluation, ranking the final shortlist of proposals from most to least advantageous. If used in the evaluation process, numerical point scores will be useful guides, but will not be the sole factor in determining the award. The decision for the award will not be made solely by the raw scores themselves, but rather by the strengths, weaknesses, advantages, and deficiencies that the scores represent. The criteria that will be used by the Committee for the technical evaluation of the proposals for this specific procurement are listed below. Each committee member will evaluate the proposals on each major criterion. Factors are listed in order of importance. Minor irregularities in proposals, which are immaterial or inconsequential in nature, may be waived wherever it is determined to be in the Township’s best interest. Technical Evaluation. An evaluation and ranking of the Technical and Price Proposals will be conducted by the Township’s Evaluation and Selection Committee. Final Ranking and