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

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