Township Council Meeting — Packet

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

• 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