VPLS Inc
PROPOSAL FOR
INFORMATION
TECHNOLOGY MANAGED
SERVICES – MARCH 2019
VPLS Inc. 1744 W. Katella Ave
Suite 200
Orange, CA 92867
www.vpls.com
SUBMITTED TO:
Mike Rodriguez
La Quinta
78495 Calle Tampico
La Quinta, CA 92253
mrodriguez@laquintaca.gov
Due: Monday, March 25, 2019 at 5:00pm
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Table of Contents
Table of Contents .................................................................................................................................................. 1
A. Cover Letter ............................................................................................................................................... 2
B. Background of VPLS ............................................................................................................................... 3
C. References of California Government Agencies ........................................................................... 4
D. Disclosure of Failures ..................................................................................................................................... 5
E. Description of the firm’s warranty/guarantee of work product ..................................................... 5
F. List Complementary Services ....................................................................................................................... 5
G. Subcontracting ................................................................................................................................................... 6
H. Insurance Declaration .................................................................................................................................... 6
I. Non-Collusion Affidavit .................................................................................................................................... 6
Attachment 1 – Experience and Approach ................................................................................................... 6
VPLS’ Project Planning Methodology MAPIT® ........................................................................................ 12
Attachment 2 – Price Structure ..................................................................................................................... 14
Attachment 3 – References .............................................................................................................................. 15
Exhibit A – Scope of Services........................................................................................................................... 17
Exhibit B – Schedule of Compensation ........................................................................................................ 20
Exhibit C – Schedule of Performance ........................................................................................................... 22
Exhibit D – Special Requirements ................................................................................................................. 23
Exhibit E – Insurance Requirements ........................................................................................................... 23
Exhibit F – Indemnification ............................................................................................................................. 23
Appendix A - Key Personnel ........................................................................................................................... 24
Appendix B – Resumes ...................................................................................................................................... 25
Appendix C – Managed Services Cost Breakdown................................................................................... 30
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A. Cover Letter
Mike Rodriguez - Management Analyst March 25, 2019
City of La Quinta
78495 Calle Tampico
La Quinta, CA 92253
Dear Mr. Rodriguez:
VPLS, Inc. (VPLS) is privileged to provide the City of La Quinta (La Quinta) with the attached proposal in
response to your solicitation for Request for Proposal (RFP) for IT Services.
Our proposal details the depth of experience and referenced success at providing a full-breadth of IT
support services to VPLS’ clients in both the public and private sector. In reviewing the RFP for IT
Services, La Quinta seeks a qualified firm to provide a comprehensive solution for IT support and
maintenance services within their main and secondary facilities.
The primary contact for this service agreement will be:
Darryl Vidal – Director of Operations, 213-406-9026, dvidal@vpls.com.
This contract, if awarded to VPLS will be serviced out of our main office located at:
1744 W. Katella Ave, Ste. 200 Orange, CA 92867
The VPLS proposal details our vast experience supporting IT infrastructures for public sector
organizations, making us uniquely qualified to provide these services to La Quinta. Additionally, VPLS will
demonstrate through this proposal, and our client references, an approach to defining and delivering
industry-standard best practices for all aspects of IT support, tracking, and customer satisfaction.
All information and pricing provided in this proposal is valid for ninety (90) days from the proposal due
date. VPLS’ and all its employees have no conflicts of interest in working with the City of La Quinta.
Thank you for your time and consideration in reviewing our proposal.
Sincerely,
Tim Mektrakarn - Chief Operating Officer
VPLS, Inc.
1744 W. Katella Ave, Ste. 200 Orange, CA 92867
Tel: (213) 406.9026, Email: tim@vpls.com
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B. Background of VPLS
1) VPLS, Inc., and its parent company Krypt, has been in business for 22 years.
2) VPLS’ Taxpayer identification number is: 20-2546595
Established in 2005 as a California corporation, VPLS grew to become one of Southern
California’s most successful cloud and managed service providers. The company currently
manages well over 15,000 servers and over 5 million websites. VPLS is devoted to offering the
best support in Infrastructure Management, Public and Private Cloud Deployments, Disaster
Recovery and Backups, IT Managed Services, Network Operations Center Support, Security
Operations Center (SOC), and much more. Our internal NOC / SOC in Orange, California manages
both our internal global network services as well as our global clients.
3) VPLS has been working with government agencies since its inception, 22 years.
4) Resumes of VPLS’ project manager and key personnel are provided in Appendix A – Resumes
VPLS’ La Quinta IT Services Project Team Qualifications and Experience
NAME ROLE EXPERTISE QUALIFICATIONS /
EXPERIENCE
DARRYL VIDAL Program Manager Project Management Program Manager 20 years
TAKA MASUDA Network Architect Firewalls / Security WAN, LAN, VLANS, QoS 15 years
MIKE LY Help Desk Manager Help Desk Operations 12 years Help Desk management
WILSON ZHOU Sr. System Engineer Windows/VMWare MBA, MCSE, CCIE
5) VPLS is owned by president and CEO Ted Mektrakarn, and was incorporated in California in
2005.
6) VPLS is not a subsidiary.
Based in Orange, California, VPLS also owns and maintains a total of seven geographically-diverse data
centers, located within:
DATA CENTER ADDRESS
SNA 2 DATA CENTER 1744 West Katella, Suite 200, Orange, CA 92867
LAX 9 DATA CENTER 600 West 7th Street, Los Angeles, CA 90017
LAX10 DATA CENTER 2260 E El Segundo Blvd., El Segundo, CA 90245
PHX1 DATA CENTER 2600 West Germann Road, Chandler, AZ 85286
IAD1 DATA CENTER 21701 Filigree Court, Building D, Ashburn, VA 20147
BKK3 DATA CENTER 90 Cyber World Tower, Huai Khwang, Bangkok 10330, Thailand
SIN1 DATA CENTER 2 Tai Seng Avenue, Singapore 534408
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C. References of California Government Agencies
California Government Agency Reference #1
AGENCY, PM, TITLE HOUSING AUTHORITY LOS ANGELES, MARIE PERRY – PROGRAM MANAGER
PHONE, EMAIL 213.252.1848, MARIE.PERRY@HACLA.ORG
DESCRIPTION VPLS provides in-house Systems and Network Support for HACLA. HACLA is
a state-chartered public agency providing affordable housing to LA
communities. HACLA’s IT environment has approximately 700 desktops,
120 virtual servers, 30 physical services, 100+ network devices, 200+ virtual
desktops and 30 wireless access points. NOC services include backups,
disaster recovery, patch management and remote monitoring and
management. VPLS provides all IT support for HACLA with six (6) engineers
and a project administrator using our ConnectWise ITSM platform,
Automate Remote Monitoring & Management.
START / END DATES October 2016 to Present
STAFF Wilson Zhou
OUTCOME This project is ongoing and has great customer satisfaction ratings.
California Government Agency Reference #2
AGENCY, PM, TITLE JOHN WAYNE AIRPORT, JESSICA MILLER – IT DIRECTOR
PHONE, EMAIL 949-252-5171, jmiller@ocair.com
DESCRIPTION The scope of work is providing maintenance and support to the John Wayne
Airport IT Network full-time (40 hrs a week onsite) to replace a current staff
position. This role requires specialized skills knowing Cisco network and
Checkpoint Firewall administration. This position is a critical component to
keeping the IT systems up and operational on a daily basis for the airport. It
monitors security bulletins and applies rules and patches to prevent these
daily threats from entering our environment.
START / END DATES April 2018 – April 2019
STAFF Wilson Zhou, Takahiro Masuda
OUTCOME This project was completed with total customer satisfaction.
California Government Agency Reference #3
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AGENCY, PM, TITLE EL SEGUNDO UNIFIED SCHOOL DISTRICT – DAN GAUNA – IT DIRECTOR
PHONE, EMAIL 310-615-2650, dgauna@esusd.k12.ca.us
DESCRIPTION VPLS Project Planning and Project management for ESUSD’s Cloud
Migration and Backup as a Service. This project included planning cabling,
switch /router configurations, and physical to virtual (P to V) compute and
storage systems migration. The migration projects included moving
production operating systems, applications and databases VPLS’ Enterprise
Cloud Infrastructure.
START / END DATES January 2018 - Present
STAFF Darryl Vidal, Takahiro, Masuda, Mike Ly
OUTCOME This project and the ongoing support services continue today. Customer
satisfaction is very high on this project.
D. Disclosure of Failures
VPLS has not had any significant prior or ongoing contract failures, any civil or criminal litigation or
investigation pending, and has not been judged guilty or liable within the last five years.
E. Description of the firm’s warranty/guarantee of work product
VPLS guarantees all work products and services provided under agreements and within SLA’s as noted
and contracted.
F. List Complementary Services
VPLS offers many complementary managed IT services including:
Help Desk (Tier 1) Problem Management
IT Service Management (ITSM) via ConnectWise Manage and ConnectWise Automate
Managed Security Services (MSSP) including Managed Security Incident and Event Management
(SIEM)
Managed Backup and Disaster Recovery Services (BaaS & DRaaS).
VPLS would like an opportunity to provide a proposal and costing for these complementary services
based-on additional requirements or specifications from the City of La Quinta.
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G. Subcontracting
VPLS will not be using any subcontractors in the fulfillment of this proposal for services.
H. Insurance Declaration
If selected, VPLS, Inc. will provide the minimum insurance coverage and indemnification noted in
Sections 5.0 and 6.0 of the City’s Professional Services Agreement. (Attachment 4)
I. Non-Collusion Affidavit
The non-collusion affidavit is executed by an official authorized to bind the firm. (Attachment 5)
Attachment 1 – Experience and Approach
1. How many technical employees does your firm employ?
VPLS Global (VPLS, VPLS Solutions, VPLS Thailand) currently employs 157 staff members.
Of this global staff, 63 are technical.
VPLS currently employs directly 44 based out of our Orange, California facility, 31 of whom are
technical staff.
2. Does your firm have technical employees that are local to the Coachella Valley? Yes or No
No – all our technical staff is local to our Orange, California office – 113 miles from the Coachella
Valley location of La Quinta.
3. Does your company have a partnership with any major IT companies? i.e.., Cisco, Microsoft,
Google Yes or No: VPLS has formal partnerships with the following major corporations:
Areohive AlienVault Brocade Datrium CradlePoint
Fortinet Nimbe – HPE Palo Alto Networks Ruckus SilverPeak
StorageCraft Supermicro Veeam VMWare Zerto
4. What industry certifications do your employees hold?
VPLS Engineers hold the following:
o 78 Cisco certifications
o 59 Brocade certifications
o 127 VMware certifications
o 20 Veeam certifications
o 10 Nimble Storage certifications
o 5 Palo Alto Networks certifications.
5. Do you currently recommend that customers use any particular software that allows users to
create a service ticket? Yes or No
If Yes, what software, and is there a cost to the City?
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VPLS utilizes ConnectWise Manage ITSM ticketing system. ConnectWise is a world-class ITSM
ticketing system that supports all the major Problem Management, Change Management,
Project Management, Knowledge Database and IT reporting capabilities.
Access to ConnectWise Manage portal is included in the cost proposal of VPLS’ response.
The following flow chart details the VPLS’ vTAC Problem Management call flow which will be
implemented by VPLS for La Quinta.
6. Do you currently recommend that customers use any software to track network and workstation
performance/status? Yes or No
If Yes, what software, and is there a cost to the City?
VPLS utilizes ConnectWise Automate for remote monitoring and management (RMM) including:
automation of desktop & server management, system monitoring, patch management. All these
features are included in VPLS’ proposal.
7. Do you currently recommend that customers use any software to track hardware and software
inventory (including serial and licenses numbers)? Yes or No
If Yes, what software, and is there a cost to the City?
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VPLS utilizes ConnectWise Automate for remote monitoring and management (RMM) including:
asset discovery, license management and asset management. All these features are included in
VPLS’ proposal.
8. Do you have Staff that specializes in special data base programs? Yes or No
VPLS System Engineering (SE) staff includes eight (8) staff members with basic Microsoft (MCP)
certifications and six (6) staff members with advanced Microsoft certifications (MCSE). This
certification would include basic interaction with MS SQL Server database administration
functions. VPLS has two (2) staff members with SQL specific Microsoft certifications.
9. Is your staff able to troubleshoot problems related to Microsoft SQL Server, versions 2000,
2008,2012, 2016? Yes or No
VPLS has numerous MSP clients running MS SQL Server in various versions ranging from 2008 –
2016.
10. Is your staff able to do administration tasks on VMware vSphere 5.5? Yes or No
VPLS’ SE staff specializes in VMware virtualized environments and hold over 127 VMWare
certifications.
11. Is your staff able to do administration tasks on Cisco Meraki switches? Yes or No
VPLS’ Network Engineering staff has many years of experience with Cisco / Meraki switches.
VPLS NE and SE staff hold a total of 78 Cisco certifications including: Route/Switch, Call
Manager, and Internet Engineering.
12. Is your staff proficient with MX-100 firewalls? & AASA firewalls? Yes or No
VPLS’ Network Engineering staff has many years of experience with Cisco / Meraki MX and ASAA
class firewalls.
13. If so, what administration tasks have been performed on the appliances?
VPLS’ NE and SE staff have performed all class of maintenance and administration of Cisco /
Meraki firewalls including:
Change requests
Software updates
Manage and administer IP addresses, names, access lists, rules.
14. Is your staff able to troubleshoot problems with iPhones/iPads? Yes or No
As part of our Help Desk / Apple Mac endpoint management services based on JumpCloud,
VPLS’ Help Desk is able to remotely monitor and manage Apple-based iPhones and iPads.
15. Is your staff able to troubleshoot problems with copiers and scanners? Yes or No
VPLS’ proposed onsite Systems Administrator will review basic troubleshooting, preventive
maintenance and consumables support documentation to be able to fully support end-user
printer support functions.
16. Is your staff able to troubleshoot email issues with Microsoft 365? Yes or No
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VPLS’ SE staff has many years of experience with all Microsoft generations of email platforms
including: MS Exchange Server, Office 365 and Microsoft 365.
17. Is your staff able to perform administration/configuration tasks with a Mitel on-premise VoIP
system? Yes or No
If yes, what tasks has your staff performed? VPLS currently supports Cisco Call Manager and will
support MACs if training can be made available.
18. Is your staff able to troubleshoot problems related to an electronic Geographic Information
System (the City uses ESRI ArcServer and Desktop)? Yes or No
If yes, please give some examples of how you assisted clients with identifying and resolving the
problems.
Inasmuch as ESRI platform is an application running on an Windows/VMware-based server, VPLS
will be able to support, maintain, and troubleshoot the OS platform of this server but not the
application itself.
19. Is your staff familiar with Nimble Storage products and able to perform configuration tasks and
troubleshoot performance issues with SAN devices? Yes or No
VPLS’ SE staff hold as many as ten (10) Nimble storage certifications. VPLS is a Nimble Storage
(HPE) Gold Partner and has eight (8) of our own Nimble Storage devices with over one (1)
petabyte of production storage.
20. Does your firm have application developers on staff?
Yes or No
21. How many application developers/programmers does your firm employ?
VPLS’ currently employs three (3) web developers on staff.
22. Please list programming languages your staff is proficient with and years of experience
developing applications in those languages?
Language Years of Experience
LAMP 5
PHP 5
Python 4
Linux Shell 2
C++ 2
Powershell 1
Windows Shell 1
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23. Please describe any custom application(s) your firm has developed that has solved a business
problem by streamlining processes.
If so, please describe what the problem was and how your application solved the issue and
include the cost/time of the project.
VPLS’ software development team currently developed the VPLS’ Cloud services ordering
interface which can be viewed at www.krypt.com. Krypt is VPLS’ dedicated server and cloud
hosting service that has been running for over 15 years and is currently host to over 5 million
websites worldwide.
The Krypt.com website interface is the key to all client interactions with VPLS’ Krypt product line
of dedicated and cloud servers. The VPLS employs a staff of full-time web developers to support,
maintain and add new functionality to the website platform. VPLS’ web development and
DevOps team supports the Krypt website full-time.
24. The City is looking to move our IT infrastructure and services to the next level using innovative
and forward-thinking technology and solutions to accomplish this. Please describe either a
custom application your firm developed or solution your firm implemented that provided a
service in a unique way.
VPLS has been providing cloud and hybrid-cloud solutions longer than most cloud services
companies have existed with original dedicated servers as long ago as 2001. For our own
infrastructure VPLS and the Krypt brand have been seeking, developing and implementing the
most innovative technology solutions for all types of colocation, hosted and cloud-based
application services.
In addition, VPLS’ Director of Operations has developed and authored a series of books on
technology strategic planning and IT project management published and trademarked as
MAPIT® and available on amazon.com.
VPLS will utilize these processes and methods in the onboarding and ongoing technical support
solution for La Quinta.
25. How many municipalities has your firm developed applications/solutions for? Please list the
application developed and, if possible, a link to the application. Also, please include references
for these projects.
VPLS has many clients in the public sector. Most of these clients utilize our Managed IT, Backup
as a Service (BaaS), and /or our Disaster Recovery as a Service (DRaaS) offerings. Our application
development team has been traditionally dedicated to supporting the in-house development of
the Krypt website.
26. Does your firm develop applications for mobile devices? If so, what language do you use to
develop these Apps? Please list references of recent/current projects.
Yes or No
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VPLS’ development team has not developed any mobile apps.
27. How many years of experience does your firm have in Mac OS App development?
None
28. What are the pros and cons of using open source code as opposed to creating the code
completely in-house?
Type Pros Cons
Common off the
shelf applications
COTS
COTS typically are debugged
and supported by vendor
customer support.
COTS are typically licensed and more
expensive than either Open Source or
in-house development.
Open Source Open Source is typically free.
Cost to implement is less for
licensing if there any fees.
Open Source code is rarely sufficient
for any specific application.
Companies must use internal
resources or contracted resources to
develop new features.
In-house
Development
In-house development typically
has no licensing costs and
allows the developer to create
a fully customized application.
In-house development usually end up
costing more once development team
payroll and overhead are factored in.
There is no third-party or vendor
support.
29. Do you test your code for security vulnerabilities? If so, do you use a third-party vendor to test
the code? Please list references.
All internal code is tested internally for security vulnerabilities.
30. What is your firm’s outlook and history with implementing new and or alternative systems?
VPLS utilizes the MAPIT® strategic planning methodology for planning and implementing new or
alternative systems. The Planning Processes as detailed in the below process flow shows the
tasks performed by the VPLS implementation team during the service onboarding process. VPLS
has developed and used this process for onboarding all new client managed IT services.
31. What type of cyber security & fraud detections training can your firm provide for internal staff?
VPLS is one of the earliest adopters and implementers of Managed Security Services Providers
(MSSP). Our Managed Security Incident and Event Management service offering (Managed
SIEM) is based in our Orange, California Security Operations Center (SOC). VPLS also resells
“KnowBe4” Security Awareness Training Services. These training services are online web-based
courses on Cybersecurity Awareness and CyberCrime prevention.
32. Does your firm maintain any active maintenance contracts on any of the systems listed on Pg.
10?
VPLS is currently a partner and /or holds active maintenance contracts with the following
manufacturers listed on page 10 of the RFP.
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Microsoft Veeam VMWare Nimble Storage –
HPE
Meraki / Cisco
33. Use this opportunity to showcase any project your firm is particularly proud of that used
technology to solve an issue and/or was able to save the company money. We are most
interested in municipal projects, but would like to hear if your firm helped a private company
solve an issue in a unique and innovative way. Please describe project and provide references.
VPLS’ Project Planning Methodology MAPIT®
VPLS is a pioneer in utilizing a standards-based Strategic Planning and Project Management
methodologies for developing long-range plans for corporations throughout Southern California. VPLS
has formalized its own IT Planning and Assessment methodology called MAPIT®.
The following diagram provides a high-level overview of the MAPIT® Strategic Planning and Project
Management methodologies.
The flowchart details the planning process that will be used to discovery, specify, prioritize, budget and
schedule the Special Projects / Upgrades as defined in the RFP for the development of the project
implementation plan. These plans and processes will be used to plan and operationalize the ongoing
NOC support for the La Quinta.
General Roles and Responsibilities
For the La Quinta RFP, VPLS defines the following Vendor Roles and Responsibilities:
System Administration and Support Windows Servers 200X, SQL Servers, VMWare vSphere 5.5 and
miscellaneous other application servers.
Utilize VPLS’ ITSM ConnectWise for call tracking, assignment, escalation, resolution and reporting.
Manage local and wide-area network equipment as well as internet connectivity to Spectrum.
Manage Meriki WIFI and MX-1000 Firewall.
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Maintain project management plans, schedules resources and assignments.
Special Projects / Upgrades - Project Management Planning and Implementation
The following diagram details VPLS’ MAPIT® project planning process. This process will insure the Project
Management Plan (PMP) will be developed based on proper scoping, sequencing and resource plans.
Change Management
VPLS submits the following Change Management flowchart to detail how our NOC processes are
supported by our ITSM call tracking system and will track Change Items as defined in Change
Management section. The Change Management process includes nine (9) process status:
1. Change Request
2. Under Review
3. Management
Approval
4. Change
Scheduled
5. In Progress
6. Change
Implemented
7. Documentation
Update
8. Completion.
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Attachment 2 – Price Structure
VPLS provides the following standard per unit pricing information for RFP bid form response purposes.
Hourly rates are based on Professional Services Labor Classifications and onsite versus offsite execution.
Please refer to Exhibit A – Scope of Services for our three (3) options available in response to the RFP
requirements.
1. Hourly Rates:
Professional Services Labor Classification Onsite Rate Remote Rate
Senior Architect $250.00 $225.00
Architect $225.00 $200.00
Senior Engineer $200.00 $175.00
Engineer $175.00 $150.00
Project Manager $125.00 $100.00
Network Technician $100.00 $75.00
Service Technician $75.00 $50.00
Cabling Technician $65.00 N/A
After Hours Support 1.5x rate
Holiday Support 2x rate
2. Hours/Days when Normal Service is Available: Standard Business Hours 8AM – 6PM Monday thru
Friday
3. Travel/Trip Charges (if any): Travel Rate = 0.5x rate
4. Any Minimums that Apply: T&M - 4 hour minimum onsite / 2 hour minimum remote, Block of Hours -
2 hour minimum onsite / 1 hour minimum remote
5. Rate(s) for After Hours Work: After Hours = 1.5x rate
6. Rate(s) on Weekends: After Hours = 1.5x rate
7. Rate(s) on Holidays: Holiday Hours = 2.0x rate
8. Any Alternate Pricing Structures (such as block of hours): Prepaid block of hours are used as a debit
style system based on the engineer’s rates and can be replenished when the balance is low. VPLS also
offers recurring block of hours with discounted rates.
Submitted By
Signature:
_____ ______________________________________________
Printed/Typed Name: Tim Mektrakarn
Title: Chief Operating Officer
Date: March 25, 2019
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Attachment 3 – References
CLIENT DESCRIPTION
SDI MEDIA
6060 CENTER DR #100
LOS ANGELES, CA 90045
UNITED STATES
CONTACT: CRAIG WIGNALL
EMAIL: CRAIG.WIGNALL@SDIMEDIA.COM
VPLS provides full Managed WAN for their Global
Media network including:
Global MPLS WAN
Network Operations Center – Orange, CA
Network Monitoring & Support
DESCRIPTION
VPLS is the outsourced NOC for SDI Media. SDI Media is the world’s largest provider of media
localization with over 40 years’ experience translating, subtitling and localizing over 80 languages
throughout the world. With over 150 recording studios and offices in 28 countries, VPLS monitors,
alarms and provides troubleshooting and problem management escalation for SDI Media’s Global
Wide Area Network using our ConnectWise ITSM platform.
COSTS
Average billing above $100,000 per month for Global NOC support services.
LONGEVITY
2010 through Present
HOUSING AUTHORITY OF THE CITY OF LOS
ANGELES (HACLA)
2600 WILSHIRE BLVD.
LOS ANGELES, CA 90057
CONTACT: MARIE PERRY
PHONE: 213.252.1848
EMAIL: MARIE.PERRY@HACLA.ORG
VPLS provides full onsite IT support services for HACLA
including:
Desktop Systems Management (MSP)
Servers and Systems Administration
Network Operations, Monitoring & Support
Backups and Disaster Recovery
DESCRIPTION
VPLS provides in-house Systems and Network Support for HACLA. HACLA is a state-chartered public
agency providing affordable housing to LA communities. HACLA’s IT environment has approximately
700 desktops, 120 virtual servers, 30 physical services, 100+ network devices, 200+ virtual desktops
and 30 wireless access points. NOC services include backups, disaster recovery, patch management
and remote monitoring and management.
VPLS provides all IT support for HACLA with six (6) engineers and a project administrator using our
ConnectWise ITSM platform, Automate Remote Monitoring & Management.
COSTS
Average billing $75,000 per month for onsite and Desktop, Help Desk and NOC Support.
LONGEVITY
October 2016 to Present
KONDAUR CAPITAL CORPORATION
333 S. ANITA DRIVE, SUITE 400
ORANGE, CA 92868
CONTACT: ANTHONY MISSICO
PHONE: 714.352.2062
VPLS provides full Managed IT support services for KCC,
including:
Desktop Systems Management
Servers and Systems Administration
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EMAIL: AMISSICO@KONDAUR.COM Network Monitoring & Support
Backups and Disaster Recovery
DESCRIPTION
VPLS provides full off-premises Managed IT services for Kondaur Capital Corporation (KCC). KCC
provides residential asset management and specialty loan servicing. Headquartered in Orange,
California, with an additional location in Farmington Hills, MI. VPLS supports all of KCCs 80 desktop
computers, 40+ virtual, 3 physical servers, 15+ network devices and 20+ wireless access points. VPLS
supports all IT support for KCC including backups, disaster recovery, patch management and remote
monitoring and management.
COSTS
Average billing of $66,000 per month for Desktop, Help Desk and NOC support services.
LONGEVITY
June 2017 through Present
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Exhibit A – Scope of Services
Scope of Services:
a. Systems Administration: Active Directory, User & Policy Management. VPLS shall provide
Customer with: maintenance of user accounts, properties, groups, containers, and
memberships; maintenance and enforcement of Active Directory based login policies, accounts
policy, screensavers, desktop look & feel, program access, application installation & usage
permissions, and Windows system settings access; any other Active Directory (“AD”) related
maintenance tasks.
b. Systems Administration: Policy Enforcement. VPLS will maintain and enforce login policies,
account policies, screensavers, desktop look & feel, program access, application installation &
usage permissions, Windows system settings access, and all other GPO-based policies.
c. Systems Administration: Email Administration. All Email is serviced by Google Apps and VPLS will
only escalate and report issues to Google Support.
d. Systems Administration: File & Permissions. VPLS will maintain file shares, user and group file
and print permissions and DFS/replication.
e. Systems Administration: Additional Server Roles & Services. VPLS will manage and maintain all
other Windows Server role configurations, including those for IIS, DHCP, DNS, NPAS, FTP,
Terminal Services, and other services provided natively by Windows Server.
f. Systems Administration: System Troubleshooting. VPLS shall discover and repair Windows
Server OS problems as required
g. Systems Administration: Major System Outage Recovery. In the event of a Major Outage, VPLS
will provide to Customer labor related to the reparation of a failed Server to a stable, usable
state, upon the condition that the Customer has reliable, restorable backup copies of data and
of the Server itself. Failure to provide a valid backup may result in the inability to restore data
and may result in additional charges at the standard rate for non-standard recovery procedures.
h. Systems Administration: Backup Maintenance. VPLS shall reactively investigate and repair
backup software issues if the backup application is able to provide backup status notifications.
VPLS will monitor and remediate issues with backup jobs failing if escalated by the Customer.
Customer will continue to configure and maintain backup jobs for new and existing Virtual
Machines or Servers.
i. Systems Administration: Server Capacity Monitoring & Remediation: VPLS will monitor key
performance metrics to detect issues on Servers, and will attempt to automatically remediate
such issues before they become user impacting.
j. Systems Administration: VPLS will configure new SSL VPN users on the Fortigate, Cisco, Meraki
Firewalls and delete any terminated employees.
k. Network Engineering: 24x7 Monitoring – VPLS will remotely monitor key network metrics and
proactively identify potential failures before disruptions to critical operations occur. VPLS’
network monitoring tools will monitor up/down/unreachable notification, latency, graph traffic
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for historical trend analysis per switch/router port, CPU, Memory performance metrics,
temperature, fan speed, power supply status, and more.
l. Network Engineering: Router and Switch Management – VPLS will manage switch and router
configuration and perform quarterly configuration audits.
m. Network Engineering: Telco Support and Vendor Management – VPLS will escalate circuit down
issues to telecom or Internet Service Provider (if access is granted). When any issues arise with
the hardware, VPLS will contact respective parties to troubleshoot, resolve or provide an
alternative solution.
n. Network Engineering: Firmware Management – VPLS will provide quarterly firmware patching
cycle.
o. Network Engineering: Switch, Router, Firewall Policy Management – VPLS will manage and
maintain switch and router authentication, security, and network policies and routine perform
quarterly policy audits
p. Network Engineering: Asset Lifecycle Management – VPLS will handle life-cycle management
including planning, design, acquisition, inventory tracking, management of licenses, service and
support contracts.
q. Network Engineering: Firewall VPN Monitoring and Configuration - VPLS will monitor remote
endpoints for any site to site VPN tunnel to ensure tunnel connectivity. VPLS will configure and
manage site to site or client-based VPN configurations.
r. Network Engineering: Firewall IPS Management – VPLS will configure and manage IPS policies
and rules.
s. Network Engineering: Security Event Log Analysis – VPLS will monitor firewall event log for brute
force attacks, scanning, intrusions and alarms.
t. Network Engineering: Wireless Configuration Management - VPLS will provide configuration
changes such as adding new wireless network, quality of service settings, network settings such
as DHCP, NTP, DNS, certificates, and access control lists.
u. Network Engineering: Wireless Scheduled Access Point Firmware Management – VPLS will
routinely update Wireless Access Point Controller and Access Points on a semi-annual basis.
Only Cloud and Light Weight Access Points will be updated. Standalone Access Points are not
covered.
v. Network Engineering: Wireless Channel and Radio Management - VPLS will periodically tune and
set power, channel and radios settings for optimal performance based on Customer’s feedback
on performance. A routine site survey should be performed although this is not covered under
the Scope of Services.
w. Network Engineering: VPLS will provide Network Engineering resources for all Change Requests.
Networking Engineering Change Requests must be scheduled in advance with at least 48 hours’
notice.
x. Project-Based Services: All work not defined above will be scoped out in a new fixed price Scope
of Work for Professional Services. For example, Project-Based Services can be for:
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Implementing new Wireless access points
Installation of new server compute resources or additional storage arrays
Upgrading hypervisor hosts to latest Windows version with extended After Hours work
y. VPLS will support any hardware and software with current and active manufacturer’s support.
Performance Standards - Response Times
Priority Description Mean Time to Ack Mean Time to Resolve
High Severity Many users or network outage /
interruption
30 minutes remote
5 minutes onsite
4 hours
Medium Severity Several users impacted or reduced
performance / capabilities
1 hour Next Business Day
Low Severity Few users impacted or reduced
performance / capabilities
Next Business Day Two Business Days
1. Performance Standards
Platforms Covered Under VPLS’ Proposal
3-Windows 2003 Server Std. CRW Trakit 9 (Cloud Application) 20-Wireless AP's- MR52/ 1- MR84
16-Windows 2008 R2 Server Std. Tyler Incode X (Cloud Application) 10- MS 220 Switches
2-Windows 2012 Server Vermont Systems RecTrac/WebTrac 7- MS320 Switches
Microsoft SQL Server 2000 Laserfiche 10.1 2- MS420 Switches
Microsoft SQL Server 2008 ArcGIS Desktop FTR Gold Reporter
Vmware vSphere 5.5 ArcGIS Server Mac OS X and iOS 12T
Windows 10 Professional Mitel VoIP Phone System Nimble Storage SAN
Windows 7 Professional Approximately 170 Phones Backup DSL line at City Hall
Adobe Acrobat 9 Website hosted by Vision Internet Spectrum Fiber Internet Connection
Adobe Acrobat 11 Meraki WiFi System Leased Canon Copiers/Scanners
MX-100 Firewall
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Exhibit B – Schedule of Compensation
With the exception of compensation for Additional Services, provided for in Section 2.3 of this Agreement,
the maximum total compensation to be paid to Contracting Party under this Agreement is
___Select Option Total Pricing_____($__Below___) (“Contract Sum”). The Contract Sum shall be paid to
Contracting Party in installment payments made on a monthly basis and in an amount identified in
Contracting Party’s schedule of compensation attached hereto for the work tasks performed and properly
invoiced by Contracting Party in conformance with Section 2.2 of this Agreement.
VPLS proposes three (3) options for our solution and compensation as below:
Option 1 – One Onsite IT Help Desk Technician & 24x7 Managed Network and Server
Services (vTAC)
Services To Be Provided:
a. One onsite IT Help Desk Technician 7:30AM to 5:30PM Monday thru Friday
b. 24x7 Managed Network and Server Services Suite (vTAC) includes:
i. Network / Server Remote Monitoring & Management (RMM) of platforms
ii. Network / Server Patch Compliance & Updates
iii. Tier 1 – Tier 4 Help Desk Support
iv. See details under Scope of Services below
Service Price per month
One - Onsite Technician $10,400.00
24x7 Managed Network and Server Services $6,600.00
Total $17,000.00
Option 2 – Business Hours Remote Help Desk & 24x7 Managed Network and Server Services
(vTAC)
Services To Be Provided:
a. Business Hours Remote Help Desk Services 7:30AM to 5:30PM Monday thru Friday
I. VPLS is assuming there are 100 City of La Quinta employees
b. 24x7 Managed Network and Server Services Suite (vTAC) includes:
I. Network / Server Remote Monitoring & Management (RMM) of platforms
II. Network / Server Patch Compliance & Updates
III. Tier 1 – Tier 4 Help Desk Support
IV. See details under Scope of Services below
Service Price per month
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Business Hours Remote Help Desk (100 employees) $6,500.00
24x7 Managed Network and Server Services $6,600.00
Total $13,100.00
Option 3 – One Onsite IT Help Desk Technician & Business Hours Remote Help Desk &
24x7 Managed Network and Server Services (vTAC)
Services To Be Provided:
a. One onsite IT Help Desk Technician 7:30AM to 5:30PM Monday thru Friday
b. Business Hours Remote Help Desk Services 7:30AM to 5:30PM Monday thru Friday
i. VPLS is assuming there are 100 City of La Quinta employees
c. 24x7 Managed Network and Server Services Suite (vTAC) includes:
i. Network / Server Remote Monitoring & Management (RMM) of platforms
ii. Network / Server Patch Compliance & Updates
iii. Tier 1 – Tier 4 Help Desk Support
iv. See details under Scope of Services below
Service Price per month
One - Onsite Technician $10,400.00
Business Hours Remote Help Desk (100 employees) $6,500.00
24x7 Managed Network and Server Services $6,600.00
Total $23,500.00
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Exhibit C – Schedule of Performance
The following schedule of performance details VPLS’ MSP onboarding process for the Onsite resource and
for full VPLS Managed Services.
The plan initiates on April 16, 2019 based on the RFP timeline and operations begin on May 1, 2019.
Once operational support processes are in place, the VPLS IT Services will be fully operational, with call
tracking, problem management and change management processes established.
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Exhibit D – Special Requirements
VPLS stipulates no special requirements for this proposal.
Exhibit E – Insurance Requirements
VPLS hereby declares that the insurance requirements detailed in the La Quinta IT Service RFP Exhibit E –
Insurance Requirements shall be fully complied with upon notification of award.
Exhibit F – Indemnification
VPLS fully indemnifies the City of La Quinta in accordance with the provisions specifically stated in the La
Quinta IT Services RFP Exhibit F - Indemnification.
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Appendix A - Key Personnel
In the KEY PERSONNEL table below, identify key management and supervisory personnel proposed by the
firm and to be used by the firm in connection with the performance of the Project (“Key Personnel”).
KEY PERSONNEL
NAME FIRM ROLE / TITLE PROJECT RESPONSIBLITIES
DARRYL VIDAL VPLS Program Manager Planning & Oversight
TAKA MASUDA VPLS Network Architect Firewalls / Security
BAO NGUYEN VPLS Network Engineer Cisco SME / Brocade
WILSON ZHOU VPLS Sr. System Engineer Cisco SME
GEOFFREY VENTURA VPLS Network Engineer Cisco / Brocade
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Appendix B – Resumes
Darryl Vidal
Director of Operations | VPLS Inc. May 2018
As Director of Operations I am responsible for five major operational groups which comprise the
entirety of VPLS’ delivery of IT services including: Managed Services (Help Desk), Systems
Administration, Backup & Disaster Recovery, Cybersecurity, and Network (WAN) Global Management.
Senior Technology Consultant – Networld Solutions, Inc. Vice President
October 1997 to 2018
As Networld Solutions’ Vice President, I am responsible for business operations, consulting and
engineering services for over 20 years. Managed all proposals, contracts, project management and
reporting of numerous IT projects for both public and private sector clients. Managed a staff of as many
as 20 networks and system engineers and administrator for onsite and dispatch engineering services.
As Sr. Technology Consultant I provide IT and Educational Technology consulting including:
Strategic Planning, Procurement, and Program/Project Management. I have over 20 years
experience developing and implementing large-scale educational technology initiatives, such as
Digital Classrooms, District-wide WAN/LAN architectures, Voice-over IP Telephony, and Data
Center Virtualization.
I am author of four critically acclaimed Educational Technology books:
1. N3XT Practices - An Executive Guide for Education Decision Makers
2. VISION – The First Critical Step in Developing a Strategy of Education Technology
3. Confucius in the Technology Realm – A Philosophical Approach to your School’s Education
Technology Goals
4. FAIL TO PLAN, PLAN TO FAIL - How to Create Your School’s Education Technology Strategic Plan
EDUCATION
California State University, San Bernardino Masters of Arts in Education, Instructional Technology,
2014- 2017
California State University, San Bernardino Bachelor of Arts in Administration, Information
Management, 1984 - 1989
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Wison Zhou
Systems Engineering Manager | VPLS Inc.
MBA/MIS, CCIE #57942, CCNP-Security, MCSE, MCITP, VCP, Security+, ITIL
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Takahiro Masuda
Vice President - Engineering | VPLS Inc.
Mr. Masuda joined VPLS, Inc. in March of 2006 as a NOC Technician and currently holds the position of
Vice President of Engineering.
His team is responsible for designing, implementing, operating, and optimizing systems and networks in
order to provide increased availability, speed, performance, and agility for all VPLS web hosting product
lines.
Mr. Masuda has earned a B.S. in Mathematics, specialized in Applied and Computational Mathematics,
and a minor in Information and Computer Science.
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Mike Ly
General Manager – MSP Services | VPLS Inc.
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Bao Nguyen
Network Engineer | VPLS Inc.
Network Administrator - VPLS
December 22, 2010 – Present
Designs, sets up, and manages network, routers, and switches (Brocade & Cisco)
Sets up and manages firewalls (Palo Alto, Fortinet, Juniper)
Monitors systems using OP5
Works with Aerohive, Cisco WiFi and VMware products on a daily basis.
Work Experience
Cell Phone Technician - Cell Gate USA 7/2009- 9/2009
Irvine, CA
Repaired and tested refurbished cell phones
Managed phone SIM cards
Post Closing Specialist – Quick Loan Funding 6/2005- 2/2007
Costa Mesa, CA
IT Department
o Desktop Support
o Fixed PCs
EDUCATION
Orange Coast Community College, Costa Mesa, CA, Associate Degree in Computer Information
System December 2011
Cisco Academy Cisco Certification Network Associate February 2011
California State Polytechnic University, Pomona Bachelor of Science in Computer Science June 2007
SKILLS AND CERTIFICATIONS
Computer Network, Wireless Networking, Voice over IP, Java, C++, Java Swing, Microsoft Office Suite, Visual Basic
BCNE
BCNP
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Appendix C – Managed Services Cost Breakdown
Category Qty Sub Total Price per Unit Total Line Item
Desktops 8x6x5 Desktop 100 100 $ 65.00 $ 6,500.00
Windows 2003
Server Standard
Server 3 22 $ 200.00 $ 4,400.00
Windows 2008 R2
Server
16
Windows 2012
Server Standard
2
Nimble Storage SAN 1
MS 220 Switches Network 10 19 $ 75.00 $ 1,425.00
MS320 Switches 7
MS420 Switches 2
MX-100 Firewall Firewall 1 1 $ 250.00 $ 250.00
Wireless AP's- MR52 Wireless 20 21 $ 25.00 $ 525.00
Wireless AP - MR84 1