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ConvergeOne Solution Presented By: Garrett Curran Account Manager, Public Sector 909.841.7880 gcurran@convergeone.com March 25, 2019 CITY OF LA QUINTA REQUEST FOR PROPOSAL, INFORMATION TECHNOLOGY SERVICES RFP NUMBER 2192019 ConvergeOne Corporate Headquarters 10900 Nesbitt Avenue South Bloomington, MN 55437 Tel 1-888-321-6227 Fax 651-994-6801 ©2019 ConvergeOne i March 25, 2019 Mike Rodriguez City of La Quinta 78495 Calle Tampico La Quinta, CA 92253 Dear Mike, Thank you for the opportunity to present our response to your Request for Proposal for Information Technology Services. We understand your requirement to find a Technology Solutions Partner and Consultant to assist with this exciting project. Founded in 1993, with more than 26 years of industry experience, ConvergeOne (C1) is the premier provider of IT products and services that transforms our client’s business operations by implementing tomorrow’s IT solutions today. C1’s main office is located in Bloomington, Minnesota, and the C1 location that will service the City is in Ontario, California. We have over 300+ strategic partnerships with approximately 100 global industry leaders. We have 90 offices worldwide, three redundant Network Operating Centers (NOCs) and team of 2,900+ members includes more than 1,800+ engineering resources with 6,300+ industry related certifications. Your primary C1 contact person will be: Garrett Curran Account Manager, Public Sector 5555 Ontario Mills Parkway Ontario, CA 91761 909-841-7889 gcurran@convergeone.com C1 states that all information contained in this proposal including provided pricing is valid for ninety (90) calendar days from submission deadline. All individuals will may perform work for the City of La Quinta will be free of any conflict of interest. We look forward to working with you on this project. If you have any questions or if we can be of any assistance, please don’t hesitate to contact Garrett or me directly. Sincerely, Stephen Monteros Regional Vice President Company Name Request for Proposal Table of Contents ©2019 ConvergeOne i Table of Contents Executive Summary .......................................................................... 1 B. ConvergeOne Background ............................................................ 2 C. References.................................................................................... 3 D. Disclosures ................................................................................... 4 E. Description of Warranty ................................................................ 5 F. Complementary Services .............................................................. 6 Managed Services..................................................................................... 6 G. Subcontracting ........................................................................... 11 H. Insurance Coverage ................................................................... 12 I. Non-Collusion Affidavit ............................................................... 13 Response to Remainder of RFP ....................................................... 14 C1 Attachments ConvergeOne Sample Certificate of Insurance.pdf Jesus Gamino Resume Information.pdf Jesus Gamino CCNA Certification.pdf Non-Collusion Affidavit Form – ConvergeOne Signed.pdf ConvergeOne Overnight Success – Data Center Managed Services.pdf ConvergeOne SLED ITLS Use Case.pdf Note: ConvergeOne has reviewed the City-supplied Form 700 and based on conclusions drawn from the state FPPC website, C1 believes the form should be filled out and submitted by California elected officials and public employees, not vendors. C1 will be happy to discuss this form with the City at any point upon request. City of La Quinta RFP Information Technology Services Executive Summary March 25, 2019 ©2019 ConvergeOne 1 EXECUTIVE SUMMARY ConvergeOne has had the pleasure of working with the City of La Quinta for five years, supporting the city with onsite and remote resources, along with special projects including most recently the migration over to O365. The partnership and experience that has been established with your ConvergeOne onsite and account management team is something that we would like to maintain moving forward in this new contract for the city. The knowledge held by ConvergeOne’s team is extremely valuable as it pertains to not just IT knowledge, but also culture and business. Taking this into consideration, ConvergeOne intends to make no changes to the current onsite structure, and has worked with the onsite staff to ensure that with this new contract, they will be better compensated for the value brought to both ConvergeOne and the city. In addition to the onsite team, ConvergeOne will provide 24x7x365 remote help desk support and monitoring for the city in the situation of an off hour or holiday outage. ConvergeOne has valued the partnership with the City of La Quinta over the past several years and appreciates the opportunity to provide continued support. We look forward to extending our partnership for many years to come. City of La Quinta RFP Information Technology Services B. ConvergeOne Background March 25, 2019 ©2019 ConvergeOne 2 B. CONVERGEONE BACKGROUND Background on the firm and its experience, which shall include: 1) Number of years in business; C1 Response: C1 has been in business since 1993, 26 years ago. 2) Taxpayer identification number; C1 Response: C1’s federal tax ID number is 41-1763228. 3) Number of years working with government agencies; C1 Response: C1 has been working with government agencies on many levels since nearly its founding 26 years ago. 4) Resumes of the project manager and key personnel who will be responsible for performance of any contract resulting from this RFP; C1 Response: Please see attached for the resume for Jesus Gamino, along with his certification certificates, who will be acting as network engineer in this proposed solution. The additional IT technician on-site is intended to be provided and staffed as it is today by David Moore. 5) Firm ownership and, if incorporated, the state in which the firm is incorporated and the date of incorporation; and C1 Response: C1 is a privately-owned company incorporated in the state of Minnesota, originally incorporated on October 25, 1993. 6) If the firm is a subsidiary of a parent company, identify the parent company. C1 Response: C1 is currently a wholly-owned subsidiary of CVC Capital Partners. City of La Quinta RFP Information Technology Services C. References March 25, 2019 ©2019 ConvergeOne 3 C. REFERENCES C. References of California government agencies for similar services within the last three (3) years, which shall include: 1) Client name, client project manager, telephone number and e-mail address; 2) Project description; 3) Project start date, and end date; 4) Staff assigned to each project by your firm; and 5) Discussion of final outcome. C1 Response: Please see the following reference. City of Lake Forest Douglas McBratney Information Technology Manager 949-461-3475 www.lakeforestca.gov Clarification: Regarding additional reference information, many of our clients do not permit us to share confidential data in RFP responses, and in many instances we are bound by contractual obligations to not share client information. At this early stage in the RFP process, and with the proliferation of RFPs, it would be a disservice to our customers to list them as a reference and be subject to frequent interruptions, a situation that we believe the City of La Quinta would prefer not to experience. Once the City has made initial determinations for a “short list” of candidate vendors, we will be happy to provide reference information. City of La Quinta RFP Information Technology Services D. Disclosures March 25, 2019 ©2019 ConvergeOne 4 D. DISCLOSURES D. Disclosure of any alleged significant prior or ongoing contract failures, any civil or criminal litigation or investigation pending, which involves the firm or in which the firm has been judged guilty or liable within the last five years. If there is nothing to disclose, the firm must state as such in writing. C1 Response: C1 has legal matters to address that are typical for a business of C1’s size. For example, there are some employment matters dealing with former employees who have filed claims with the pertinent federal and state agencies dealing with employment matters. C1 will vigorously defend its position as C1 believes that these claims are without merit. None of the matters with which C1 is dealing will have an adverse impact on the delivery of products and/or services (or the timely delivery thereof) to the City of La Quinta. City of La Quinta RFP Information Technology Services E. Description of Warranty March 25, 2019 ©2019 ConvergeOne 5 E. DESCRIPTION OF WARRANTY E. Description of the firm’s warranty/guarantee of work product. C1 Response: MANAGED SERVICES WARRANTIES; DISCLAIMERS. (a) Managed Services Warranty. Seller represents and warrants to Customer that the Managed Services will be performed in a professional and workmanlike manner by qualified personnel and in accordance with the terms and provisions of the Agreement and the pertinent Solution Summary. If the Managed Services have not been so performed and if within thirty (30) days after the performance of the Managed Services Customer provides to Seller written notice of such non-compliance, then Seller, at its option, will re-perform the Managed Services, correct the deficiencies, or render a prorated refund based on the original charge for the deficient Managed Services. The warranty remedies expressly provided in this Section will be Customer’s sole and exclusive remedies for breach of warranty claims only. (b) EXCEPT AS REFERENCED AND LIMITED IN THIS ARTICLE, NEITHER SELLER NOR ITS LICENSORS OR SUPPLIERS MAKE ANY OTHER EXPRESS OR IMPLIED REPRESENTATIONS OR WARRANTIES WITH RESPECT TO THE MANAGED SERVICES. IN PARTICULAR, THERE IS NO WARRANTY THAT ALL SECURITY THREATS AND VULNERABILITIES WILL BE DETECTED OR THAT THE MANAGED SERVICES WILL RENDER ANY PRODUCT SAFE FROM SECURITY BREACHES. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, SELLER DISCLAIMS ALL OTHER EXPRESS, IMPLIED, AND STATUTORY WARRANTIES, INCLUDING, BUT NOT LIMITED TO, NON-INFRINGEMENT AND THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. City of La Quinta RFP Information Technology Services F. Complementary Services March 25, 2019 ©2019 ConvergeOne 6 F. COMPLEMENTARY SERVICES F. List complementary services, for example, Managed Services, offered by the firm along with corresponding prices. C1 Response: Managed Services Proactive Monitoring ConvergeOne will provide remote monitoring your voice communications equipment 24x7x365, monitoring your IP telephony devices and voice infrastructure, performing event correlation, and providing alarms to the Customer Success Centers (CSC). With ConvergeOne’s monitoring solution, you will benefit from a real-time view of network voice across your supported environment. Taking a proactive approach to network management, ConvergeOne works with you to establish key metrics to be monitored so that you know about changes to network performance before it affects your users and your business. In the event of a difficulty, expert engineers and tools enable quick trouble resolution and root cause analysis by the ConvergeOne team. Incident Management Incident Management provides lifecycle management of incidents 24x7x365, including escalation management through the various levels of remote and on-site resolution to ensure service objectives are achieved. ConvergeOne will remotely isolate, and troubleshoot and resolve incidents that occur on Supported Customer Environment identified through proactive monitoring, or notification from Customer. ConvergeOne will be responsible for the following Incident Management activities: • Create trouble ticket and provide case management of trouble tickets until incident resolution including. • Provide management of the event assessment and correlation process with highly skilled engineers within the CSC. • Perform escalation management within ConvergeOne and Customer’s organizations as appropriate. • Confirm resolution of incident and close trouble ticket. • Quality control of incident resolution. As the CSC receives a notification, a trouble ticket is created and the severity level is determined. Severity Levels are classified from Severity Level One (S1) to Severity Level Four (S4). S1 is most severe. City of La Quinta RFP Information Technology Services F. Complementary Services March 25, 2019 ©2019 ConvergeOne 7 In managing incident resolution efforts, S1 trouble will take priority over all other incidents. Incidents are classified up on receipt of an alarm. Once a ticket is created for an incident, it is assigned to a Technician to begin further remote event assessment and correlation of the trouble. Problem Management ConvergeOne will perform regular review of events identified through our proactive monitoring and reported troubles affecting Supported Customer Environment at Supported Sites in order to identify trends or chronic issues that may indicate an underlying problem within Customer’ environment. Problem management includes the following: • Perform regular reviews of incidents to identify chronic issues o A chronic issue is defined as a repeat trouble within a particular system or component type. A repeat trouble is one that occurs as three (3) separate incidents within a thirty (30) day period. • Report the root cause of chronic issues and incidents with significant impact. o ConvergeOne will perform problem investigation for all high impact severity 1 outages. The problem investigation will cover the following: root cause of the trouble, the remediation action taken, and recommendation to prevent future recurrence. • Document known errors and appropriate resolutions or workarounds as communicated by Customer’s maintenance vendors as a result of problem investigations. Moves / Adds / Changes Request (up to 5 per month) Definition – Perform organizational level requests related to moves, adds, or changes within the Customer’s existing environment where each request does not exceed 2 hours in labor. MOVE: Virtually and remotely move existing Configuration Item (CI) where configuration changes are required excluding any physical work on site and data migration ADD: Add a new device to the customer’s environment as of Configuration Item (CI) configuration and setup, excluding any physical work on site and data migration. Additional charges may apply for new device monitoring CHANGE: Modify existing configuration Item (CI) as required excluding any physical work on Site and data migration Release Management ConvergeOne will proactively monitor the availability of product updates for the Supported Customer Environment, identify those relevant to the service environment, initiate a request City of La Quinta RFP Information Technology Services F. Complementary Services March 25, 2019 ©2019 ConvergeOne 8 for the appropriate change approvals, and as agreed schedule the implementation. The following describes the release management scope for product updates. ConvergeOne engineers will determine whether the manufacturer issued product updates apply to the Supported Customer Environment. If the product updates are applicable to Customer’ Supported Customer Environment, engineers will make an appropriate recommendation as to whether the updates should be implemented based on the way in which the products are deployed and the specific features utilized within Customer’ environment. If a product update is recommended, ConvergeOne will submit a formal request for change (RFC) including documentation of the risks and benefits of the update and any Customer requirements for the implementation. Once approved, ConvergeOne will schedule the implementation as appropriate. All product updates will be completed remotely where possible. For certain updates a Customer resource or other site contact may be required to insert a disk into the disk drive for remote implementation of the update (Additional charges will apply if on-site implementation support is required from ConvergeOne. On-site support from ConvergeOne is available in the US only.). The following services are included with Release Management on a quarterly basis. Additional charges may apply for release management support outside of the scheduled quarterly cycle. • Identification of available product updates, • Evaluation of product update to determine applicability to Customer’ Service Environment, • Recommendation for action to be taken based on applicability (includes an RFC for updates that are recommended to be implemented), • Remotely execute save translations to Customer provided local media (where applicable) prior to the implementation of approved product updates, • Remote implementation of product update as approved by Customer (On-site implementation support can be provided at additional charge), • Post implementation testing, • Quarterly reporting of updates that were recommended and installed, as well as an inventory of covered equipment to include software, hardware and firmware release versions (including firmware release for gateways, media modules, circuit packs). Performance and Capacity Management Performance and Capacity Management includes monitoring the performance of the Supported Customer Environment and network against agreed service requirements and agreed capacity thresholds to ensure the systems continue to meet Customer demand and stated requirements. City of La Quinta RFP Information Technology Services F. Complementary Services March 25, 2019 ©2019 ConvergeOne 9 In addition to monitoring the performance and capacity of the covered equipment, ConvergeOne will present specific recommendations to Customer for actions to be taken, and as agreed initiate those actions on Customer behalf (additional charges may apply to carry out recommended actions if performed by ConvergeOne or its subcontractors). Configuration Management Configuration Management provides the storing and maintaining of information about the service environment including the following configuration details (as applicable to the specific Supported Product): • Manufacturer, • Model, • Software and firmware revision information, • Software release information, • Number of ports, servers, etc. • Relationship to other configuration items, • Device-level entitlements. This information is stored in a centralized database that is accessible by the various teams involved in delivering the managed solution. Service Management ConvergeOne’s governance model creates an open communication between ConvergeOne and Customer key stakeholders in order to build strong relationships between the partners, provide a forum to discuss and address the Customer’ evolving business requirements and identify changes necessary to accommodate those requirements, and for raising issues that require cooperation between the parties for quick resolution. The governance model is driven by a Customer Success Manager assigned to the Customer account. Functions and key responsibilities that will be performed in respect of the governance structure include: • Develop and maintain a Services Operations Guide. • Perform all service responsibilities in accordance with the Services Operation Guide. • Conduct and attend regularly scheduled status and review meetings. • Participate in cooperative strategy and planning sessions to develop recommendations for improved operations. • Develop and maintain documentation, status reporting and report management. City of La Quinta RFP Information Technology Services F. Complementary Services March 25, 2019 ©2019 ConvergeOne 10 ConvergeOne will conduct regularly scheduled business review meetings to include members of the ConvergeOne Account Team and Voice Operations Team, and key Customer stakeholders. During the regularly scheduled meetings the team will review the following topics as relevant: • Key service requests, trends/chronic issues and escalations that occurred during the period. • Review service reports and ConvergeOne’s performance against committed service objectives. • Note issue/concerns with respect to the products and/or services provided. • Review new service requirements of Customer and/or new service offerings from ConvergeOne that offer increased value to Customer. • Product Roadmap discussion: o Review product lifecycle of current deployed products within Customer’ voice environment. o Provide information relative to new products, features, upgrades that may be of interest to Customer for deployment within their environment. o Status of any current or planned projects. For more information, please visit www.convergeone.com. Pricing For all solution-related pricing please see the provided attachment 2 on page 33 of this response. ConvergeOne will be happy to discuss pricing covering complimentary, additional services at any point. City of La Quinta RFP Information Technology Services G. Subcontracting March 25, 2019 ©2019 ConvergeOne 11 G. SUBCONTRACTING G. Subcontracting any portion(s) of the Scope of Services is not preferable; however, if a firm can demonstrate to the City’s satisfaction that it is in the best interest of the project to permit a portion of the service(s) to be subcontracted, it may be considered. Provide details on the role of any subcontractor that will be used. C1 Response: C1 has read and states that is not including subcontracting with its proposed solution. City of La Quinta RFP Information Technology Services H. Insurance Coverage March 25, 2019 ©2019 ConvergeOne 12 H. INSURANCE COVERAGE H. A statement that, if selected, the firm 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) C1 Response: Regarding insurance coverage, please see the attached sample certificate of insurance for details of C1’s current insurance coverage. C1 looks forward to discussing this further with the City at any point in the response process. Regarding indemnification, C1 has read and understood, and will provide as stated in the City’s Professional Services Agreement. City of La Quinta RFP Information Technology Services I. Non-Collusion Affidavit March 25, 2019 ©2019 ConvergeOne 13 I. NON-COLLUSION AFFIDAVIT I. NON-COLLUSION AFFIDAVIT executed by an official authorized to bind the firm. (Attachment 5) C1 Response: Please see the attached, signed affidavit. City of La Quinta RFP Information Technology Services Response to Remainder of RFP March 25, 2019 ©2019 ConvergeOne 14 RESPONSE TO REMAINDER OF RFP REQUEST FOR PROPOSAL Enclosed, please find a Request for Proposals (“RFP”) for Information Technology support services. The City of La Quinta (City) is seeking a qualified vendor who will maintain and improve Information Technology (IT) effectiveness, enhance its quality of services, minimize down time and support costs, ensure data security, and maximize return on the City’s IT investment. We anticipate the following schedule: Anticipated Timeline- RFP available on the City’s website or via email February 19, 2019 Deadline for written questions regarding RFP March 1, 2019 City’s responses to Vendor questions March 14, 2019 RFP Due Date March 25, 2019 Request for City Council to award April 16, 2019 Notify successful/unsuccessful Proposers April 19, 2019 Vendor Signature for Contract/Agreement April 19, 2019 Vendor Insurance and Business License April 19, 2019 Service period begins May 1, 2019 The proposal submittal deadline will close at 5:00 p.m. on March 25, 2019. The proposal packages should be submitted electronically (PDF format) to: Mrodriguez@laquintaca.gov. If your proposal is in excess of 5 Mb and undeliverable, please make appropriate arrangements to deliver electronic copy via thumb drive (no paper copies will be accepted): Sincerely, Mike Rodriguez Management Analyst Enclosure C1 Response: Read and understood. City of La Quinta RFP Information Technology Services Response to Remainder of RFP March 25, 2019 ©2019 ConvergeOne 15 RFP OVERVIEW Over the last decade, the City has invested in new systems and tools in order to provide better customer service to residents, businesses and tourists, as well as, increase the City’s overall efficiency and cost containment. This investment included a new financial system, permitting system, revised website, and upgraded (IT) hardware. These investments support a high performing and strong customer-focused culture. To continue the momentum, the City requires enhanced IT capacity to elevate service levels provided to both internal and external customers. The City is seeking a firm or combination of firms to assist with both general and specialized IT services. The selected vendor(s) will work closely with City staff. This RFP is intended to provide a standard base from which to evaluate IT solutions/systems and to allow the vendor flexibility in proposing the most appropriate and cost-effective solution. The acceptance of proposals does not obligate the City to either award a contract or purchase any services from a vendor. The City reserves the right to reject all proposals. All costs for proposal preparation are the responsibility of the bidder. C1 Response: Read and understood. ABOUT THE CITY The City of La Quinta is located 120 miles east of Los Angeles in the eastern portion of Riverside County known as the Coachella Valley. The City is governed by a five-member City Council under the Council/Manager form of government. The City was originally incorporated in 1982 as a general law City and became a charter city in November 1996. The City represents 35.55 square miles with a permanent population of 38,475 and a seasonal population of approximately an additional 16,000 with a population density of 1,082 and 1,532 per square mile, respectively. The resident base represents a median age of 45.6 and an average household income of $93,091. The City contracts with other government agencies and organizations for specific services, including police and fire protection, library and museum services, water and sewer service, electricity service, refuse collection, public transit, and street sweeping. C1 Response: Read and understood. OVERVIEW OF IT INFRASTRUCTURE The primary IT service locations are City Hall, the Wellness Center, City Yard, La Quinta Library, Makerspace, La Quinta Museum and, occasionally, SilverRock Resort. The City primarily hosts a Windows-based network, with a variety of Windows 2008/2012/2016 Servers and Windows 10 computers/laptops. The City also has three 2003 database servers. Most servers are virtualized using VMware vSphere 5.5. For desktop computers, the City has a combination of Dell, HP, Apple computers and all workstations are running Windows 10 Professional with Office 2016. The City also has a Meraki Wi-Fi system throughout City Hall, the Wellness Center, Museum, Library and Corporate Yard. City of La Quinta RFP Information Technology Services Response to Remainder of RFP March 25, 2019 ©2019 ConvergeOne 16 The City has an on-premise Mitel VoIP phone system with support provided by a third- party vendor, but day-to-day tasks are done in-house. For network hardware, the City currently has a ten (10) MS 220 Switches, seven (7) MS320 switches, and two (2) MS420 switches. The Wellness Center, located across the Civic Center Campus, is connected to City Hall via fiber optic cabling. The Museum and City Yard are connected to City Hall via a wireless point-to-point connection. C1 Response: Read and understood. SCOPE OF SERVICES The City is seeking assistance in providing general IT/network support services for the computer systems/software currently in use. The City is also seeking a firm (or firms) to assist with end user support as well as assisting with day-to-day issues that may arise. Additionally, the City is looking for a firm that can assist with special projects and upgrades. Some of the projects the City will address includes a complete virtual infrastructure (hardware/software) refresh, a complete mitigation of our servers to 2016/19 servers, and mobile device management (MDM) implementation. Also, on the horizon is the need to address cloud security and to prepare for a possible virtual desktop infrastructure VDI implementation. The City is looking for innovative ways to provide services and is searching a firm that shares this vision. The City is searching for a firm that will research and propose state-of- the- art technological solutions to better serve its residents and employees. Below are the City’s general needs: General IT/Network Support – Initially, the City anticipates the need for two onsite staff members, preferably (1) Network engineer and (1) IT Technician, for a minimum 8 hours a day, 5 days a week to start. Onsite staff will be required to work on City’s weekly schedule and during special meetings, i.e., City Council and Commission meetings. C1 Response: Read and understood. ConvergeOne is proposing this within this response. Special Projects/Upgrades – Maintenance and upgrades for key services (network file servers, email, network hardware, etc.) may be required after hours or on weekends and will be in addition to the regular hours stated above. A separate vendor, other than the one used for day-to-day support, may be used for special projects depending on the expertise required for the project. The following is a sample of Scope of Work tasks: • Assist users with help desk issues related to Windows problems, hardware issues (mouse or CD drive not working), printer setup (physical network setup as well as workstation access to the printer). • Instruct users in Microsoft software procedures that they may not be familiar with. • Verify performance of virus/spam/malware software for individual computers and City of La Quinta RFP Information Technology Services Response to Remainder of RFP March 25, 2019 ©2019 ConvergeOne 17 servers. • Verify performance of network backups by reviewing backup logs and performing and/or partial restore of selected files. • Provide training for internal staff for fraud detection and cyber security. • Perform preventive maintenance (PM) on network printers: identify broken/malfunctioning parts and give bids for repair. PM includes review of status items such as toner remaining, maintenance or fuser kit percentage, page count, fuser/paper usage. • PM on computers: PM includes removing internal dust, verification of physical memory chips versus available memory, review of Windows update status, review of logs created by local anti-virus scans, and deletion of old files in any Temp directory (that should have been cleaned up during a prior shutdown process). • Work with third-party software/hardware vendors and other IT support vendors, to maintain consistent user access and network availability. • Assist with current projects and stay up-to-date on projects being performed by other vendors such as Office 365 maintenance (Microsoft), and Tyler financial systems. • Create/maintain up-to-date documentation of network configuration, hardware/software inventory and configuration (type, model, serial number, license number, etc.), solutions to typical network or application issues. • Identify current issues/problems on the network and document any potential upgrades/solutions that would resolve the issues/problems, as part of regular service, in order to assist in the development and maintenance of an IT Strategic Plan. • Propose up-to-date technology products or upgrades in order to enhance delivery of services. An example of proposing up-to-date upgrades would be finding solutions for the following: slow network speed in one segment of the network, identifying bottlenecks in the network or application, shrinking disk space on servers or in archive storage devices, scheduled Windows updates not completing, and consistent failure of an automated backup. C1 Response: ConvergeOne is more than willing to support the listed project/upgrades. Any special projects that are outside the skillset of the onsite resources / outside the final negotiated scope of work may necessitate coverage via paid professional services engagements on a per project basis, which is not quoted with this response. VENDOR RESPONSE TIMES The City requires the vendor to respond to issues in a timely manner and be able to meet the time requirements below based on the severity of an issue. City of La Quinta RFP Information Technology Services Response to Remainder of RFP March 25, 2019 ©2019 ConvergeOne 18 High severity issues would require an onsite visit within one hour, or if problem can be resolved remotely, within 30 minutes of notification of issue. These are issues that create a complete work stoppage or interrupt the services the City provides its residents. Examples include, but are not limited to, virtual infrastructure failure, e-mail server down, file server unreachable, or network equipment failure causing loss of services to public or employees. Medium severity issues would require a response time within two hours and are issues that do not heavily affect the usability of the network for internal users or public, but may prevent employees from doing part of their job. Items include printing issues, or needing a file restored. Low severity items would require a response no later than the next business day. These are items that do not negatively affect business operations and include items such as relocating a user’s workstation, or installation of desktop printer. C1 Response: Clarification: ConvergeOne will support of requested response times as stated with a combination of on-site technicians and remotely via 24/7/365 C1 remote Help Desk. SERVICE PERIOD Initially, the contract will be awarded on an annual basis; however, the City is open to a discussion of a multi-year contract if there would be a cost savings for the City to do so and if vendor(s) satisfactorily meet service level requirements of the City. The City reserves the right to conduct performance evaluations of vendors(s) every six months to verify services are meeting the City’s needs. The City reserves the right to use said performance evaluations for early termination of service contract if evaluations and response times do not meet the City’s requirements. As part of the contract/agreement, the City will reserve the right to select or reject employees and sub-contractors providing services. C1 Response: Multi-year contracts do provide cost savings and can be discussed further upon RFP award. The City will have the right to select or reject onsite staff members. ADDITIONAL CONDITIONS OF AWARD Award of contract/agreement, if any, will be made in the best interest of the City and will be based upon various factors, including but not limited to the following: The Firm’s qualifications, experience and approach, price structure, and references. C1 Response: Read and understood. Please use Attachments 1-3 for detailed information. C1 Response: City of La Quinta RFP Information Technology Services Response to Remainder of RFP March 25, 2019 ©2019 ConvergeOne 19 Read and complied, please see starting on page 24 for this information. The City may also enter into a contract with multiple firms. One firm may be used for day to day operations, while another may be called upon for special projects/upgrades depending on the expertise of the vendor and what is best for the overall IT goals/vision of the City. The City reserves the right to waive any irregularities or informalities in any proposal or in the proposal procedure and may accept other than the lowest quotation offered. After award of the contract/agreement or final rejection of all proposals, all responses become public information, subject to disclosure. C1 Response: Read and understood. PROPOSAL FORMAT Firms are encouraged to keep their proposals brief and relevant to the specific information requested herein. Proposals should be straightforward, concise and provide “layman” explanations of technical terms that are used. C1 Response: Read and understood. Proposals must be presented in a format and order that corresponds to the numbering and lettering contained herein with minimal reference to supporting documentation so that proposals can be accurately compared. All proposals should include the following: A. 1) Cover letter signed by an official authorized to bind the firm; 2) Printed name, address, phone number, and e-mail address of firm’s contact person; 3) Location of firm’s main office; 4) Location of the office that would service this City; and 5) A validity statement stating that all information and pricing provided in the proposal is valid for at least ninety (90) days; and 6) A statement that any individual who will perform work for the City of La Quinta is free of any conflict of interest. C1 Response: Please see the cover letter included at the beginning of this response for this information. B. Background on the firm and its experience, which shall include: 1) Number of years in business; 2) Taxpayer identification number; 3) Number of years working with government agencies; City of La Quinta RFP Information Technology Services Response to Remainder of RFP March 25, 2019 ©2019 ConvergeOne 20 4) Resumes of the project manager and key personnel who will be responsible for performance of any contract resulting from this RFP; 5) Firm ownership and, if incorporated, the state in which the firm is incorporated and the date of incorporation; and 6) If the firm is a subsidiary of a parent company, identify the parent company. C1 Response: Please see page 2 of this response for this information. C. References of California government agencies for similar services within the last three (3) years, which shall include: 1) Client name, client project manager, telephone number and e-mail address; 2) Project description; 3) Project start date, and end date; 4) Staff assigned to each project by your firm; and 5) Discussion of final outcome. C1 Response: Please see page 3 of this response for this information. D. Disclosure of any alleged significant prior or ongoing contract failures, any civil or criminal litigation or investigation pending, which involves the firm or in which the firm has been judged guilty or liable within the last five years. If there is nothing to disclose, the firm must state as such in writing. C1 Response: Please see page 4 of this response for this information. E. Description of the firm’s warranty/guarantee of work product. C1 Response: Please see page 5 of this response for this information. F. List complementary services, for example, Managed Services, offered by the firm along with corresponding prices. C1 Response: Please see page 6 of this response for this information. G. Subcontracting any portion(s) of the Scope of Services is not preferable; however, if a firm can demonstrate to the City’s satisfaction that it is in the best interest of the project to permit a portion of the service(s) to be subcontracted, it may be considered. Provide details on the role of any subcontractor that will be used. City of La Quinta RFP Information Technology Services Response to Remainder of RFP March 25, 2019 ©2019 ConvergeOne 21 C1 Response: Please see page 11 of this response for this information. H. A statement that, if selected, the firm 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) C1 Response: Please see page 12 of this response for this information. I. NON-COLLUSION AFFIDAVIT executed by an official authorized to bind the firm. (Attachment 5) C1 Response: Please see page 13 of this response for this information. CITY LOCATIONS TO BE SUPPORTED City Hall 78495 Calle Tampico La Quinta, CA 92253 Wellness Center 78450 Avenida La Fonda La Quinta, CA 92253 City Yard 78106 Francis Hack Ln. La Quinta, CA 92253 La Quinta Museum 77885 Avenida Montezuma La Quinta, CA 92253 La Quinta Park 79120 Blackhawk Way La Quinta, CA 92253 City of La Quinta RFP Information Technology Services Response to Remainder of RFP March 25, 2019 ©2019 ConvergeOne 22 La Quinta Library/ Makerspace 78-275 Calle Tampico La Quinta, CA 92253 C1 Response: Read and understood. The City reserves the right to add/change any supported locations C1 Response: Clarification: C1 has read and understood, and reserves the right to adjust pricing accordingly should this occur. C1 looks forward to discussing all related details upon occurrence of such contingency. CURRENT APPLICATIONS AND SYSTEMS The following is a generalized list of software, hardware and systems (not a comprehensive inventory of the network/departmental items). 3-Windows 2003 Server Standard 16-Windows 2008 R2 Server 2-Windows 2012 Server Standard Microsoft SQL Server 2000 Standard Microsoft SQL Server 2008 Standard Vmware vSphere 5.5 Windows 10 Professional Windows 7 Professional Adobe Acrobat 9 Adobe Acrobat 11 CRW Trakit 9 (Cloud Application) Tyler Incode X (Cloud Application) Vermont Systems RecTrac/WebTrac 10.3x Laserfiche 10.1 ArcGIS Desktop ArcGIS Server FTR Gold Reporter Mac OS X and iOS 12T Nimble Storage SAN Mitel VoIP Phone System Approximately 170 Phones MX-100 Firewall Website hosted by Vision Internet City of La Quinta RFP Information Technology Services Response to Remainder of RFP March 25, 2019 ©2019 ConvergeOne 23 Meraki WiFi System Leased Canon Copiers/Scanners Backup DSL line at City Hall Spectrum Fiber Internet Connection 20-Wireless AP's- MR52/ 1- MR84 10- MS 220 Switches 7- MS320 Switches 2- MS420 Switches C1 Response: Read and understood. SELECTION PROCESS Proposals shall be reviewed and rated based upon overall approach and pricing to the information requested by this RFP. Special consideration may be given to responses that have clearly demonstrated successful, innovative methodologies, while addressing projects similar in nature. Firms are encouraged to submit examples of recent successes working with similar organizations that applied innovative approaches in implementing information technology to better enhance delivery of services. Closely ranked firms may be asked to participate in a telephone or in-person interview, furnish evidence of capability and financial and insurance resources to adequately provide the service. The City reserves the right to contact references and clients, perform background checks, and research firms’ company profile or other information pertinent to the evaluation process. The City reserves the right to modify or cancel this RFP process at any time with or without cause and without further notice. The City reserves the right to modify or cancel this RFP process at any time with or without cause and without further notice. C1 Response: Read and understood. Attachments: 1. Experience and Approach 2. Price Structure 3. References 4. Professional Services Agreement 5. Non-Collusion Affidavit C1 Response: C1 has responded to Attachments 1-3, starting on the following page. Regarding Attachment 4, ConvergeOne has read and will comply. Regarding Attachment 5, please see the attached, signed affidavit. City of La Quinta RFP Information Technology Services Response to Remainder of RFP March 25, 2019 ©2019 ConvergeOne 24 ATTACHMENT 1 Experience and Approach 1. How many technical employees does your firm employ? C1 Response: ConvergeOne has approximately 1,800+ engineering employees. 2. Does your firm have technical employees that are local to the Coachella Valley? Yes or No C1 Response: Yes. ConvergeOne currently has two staff members onsite at the City of La Quinta and a Customer Success Center in Ontario, CA that is staffed by our technical support team. 3. Does your company have a partnership with any major IT companies? i.e.., Cisco, Microsoft, Google Yes or No C1 Response: Yes. C1 has strategic partnerships with: • Cisco: C1 is a Gold Certified Cisco partner and has been recognized by Cisco as Software Partner of the Year for US West in 2018. • Microsoft: C1 has 60+ Microsoft Gold Partner Certifications including: Microsoft Master (6), Skype for Business (10), IT Professional Certs (8), Azure Big Data + Infrastructure (5), Cloud Solution Architects (2), Microsoft 365 (5), Technical Specialist Certs (3), Skype Competency Sales (3), & Skype Server (16). • Avaya: C1 is a Diamond AvayaEdge partner and is one of Avaya’s largest business partners. C1 was named Avaya’s 2018 Service Partner of the Year. • IBM: C1 is a Platinum Business Partner and has partnered with IBM for more than 20 years to provide hardware, software and services that maximize the performance and lifetime value of assets across an enterprise—production, facilities, administration and IT— and closely align them with customer enterprise strategies. • Genesys: C1 is a Genesys Gold Partner, working with Genesys since version 1.0 and have developed unmatched skills in integrating Genesys solutions with disparate technologies and manufacturer platforms within the customers’ environments C1 also has partnerships with dozens of other technology companies such as DellEMC, Nice, PureStorage, HP, Intel, APC, and many more. 4. What industry certifications do your employees hold? C1 Response: City of La Quinta RFP Information Technology Services Response to Remainder of RFP March 25, 2019 ©2019 ConvergeOne 25 Many. ConvergeOne‘s 1,800+ engineering employees carry 6,300+ certifications across all offered manufacturer solutions. The ConvergeOne staff members onsite at the City of La Quinta hold the following certifications: • A+ CompTIA (Sys Computer training course) (Jan, 2003) • Security + CompTIA Security + Certified (Jan 17, 2012) • Microsoft SQL 2000 – (SYS computer training course (2003-04) • NIMBLE SYS Administration Certified NTS-2001-I-Exam (Aug 19, 2015) • CISCO Certified Network Associate Routing and Switching (CISCO ID No. CSCO12864834) Sept 23, 2016 • Certified Meraki Network Operator (CMNO no. 00579) Apr 20, 2017 • Currently working on CCNP certification (Expected completion date Jul, 19) 5. Do you currently recommend that customers use any particular software that allows users to create a service ticket? Yes or No C1 Response: Yes. If Yes, what software, and is there a cost to the City? C1 Response: ConvergeOne recommends Alert, our ITSM platform. There is no cost to the City for this software, but it is only available to ConvergeOne Managed Services customers. 6. Do you currently recommend that customers use any software to track network and workstation performance/status? Yes or No C1 Response: Yes. If Yes, what software, and is there a cost to the City? C1 Response: ConvergeOne recommends OnGuard, our proprietary monitoring platform. There is no cost to the City for this platform, but it is only available to ConvergeOne Managed Services customers. 7. Do you currently recommend that customers use any software to track hardware and software inventory (including serial and licenses numbers)? Yes or No C1 Response: Yes. City of La Quinta RFP Information Technology Services Response to Remainder of RFP March 25, 2019 ©2019 ConvergeOne 26 If Yes, what software, and is there a cost to the City? C1 Response: ConvergeOne recommends Alert, our ITSM platform. There is no cost to the City for this software, but it is only available to ConvergeOne Managed Services customers. 8. Do you have Staff that specializes in special data base programs? Yes or No C1 Response: Yes. ConvergeOne has in-house resources that are able to provide support on select database programs. If this support is not available in house, C1 can reach out to our partner community to provide additional support. 9. Is your staff able to troubleshoot problems related to Microsoft SQL Server, versions 2000, 2008,2012, 2016? Yes or No C1 Response: Yes, the ConvergeOne staff member(s) onsite at the City of La Quinta are able to perform this troubleshooting. 10. Is your staff able to do administration tasks on VMware vSphere 5.5? Yes or No C1 Response: Yes, the ConvergeOne staff member(s) onsite at the City of La Quinta are able to perform this troubleshooting. 11. Is your staff able to do administration tasks on Cisco Meraki switches? Yes or No C1 Response: Yes, the ConvergeOne staff member(s) onsite at the City of La Quinta are able to perform this troubleshooting. 12. Is your staff proficient with MX-100 firewalls? & AASA firewalls C1 Response: Yes, the ConvergeOne staff member(s) onsite at the City of La Quinta are proficient with these firewalls. 13. If so, what administration tasks have been performed on the appliances? C1 Response: Prior to the City upgrade to the MX-100 firewall, there was a SonicWall firewall and a CISCO ASA to support the remote clients – Corp Yard, Library, and LQ Museum. C1 employee Jesus Gamino performed all the maintenance and troubleshooting with support of the C1 NOC on several occasions. Jesus is the key person that updates the MX-100 firewall and has created City of La Quinta RFP Information Technology Services Response to Remainder of RFP March 25, 2019 ©2019 ConvergeOne 27 multiple VLAN networks, VPN tunnels with the Microsoft Azure cloud network. Just recently he created new DMZ network in support of the MITEL mobility system and created a new WLAN staff network for the new CISCO MR52/84 access points throughout the City. Jesus along with fellow C1 employee David Moore installed the 20 + access points. Jesus and David are more than capable to support the city’s network. 14. Is your staff able to troubleshoot problems with iPhones/iPads? Yes or No C1 Response: Yes, the ConvergeOne staff member(s) onsite at the City of La Quinta are able to perform this troubleshooting. 15. Is your staff able to troubleshoot problems with copiers and scanners? Yes or No C1 Response: Yes, the ConvergeOne staff member(s) onsite at the City of La Quinta are able to perform this troubleshooting. 16. Is your staff able to troubleshoot email issues with Microsoft 365? Yes or No C1 Response: Yes, the ConvergeOne staff member(s) onsite at the City of La Quinta are able to perform this troubleshooting. 17. Is your staff able to perform administration/configuration tasks with a Mitel on-premise VoIP system? Yes or No C1 Response: Yes, the ConvergeOne staff member(s) onsite at the City of La Quinta are able to perform these tasks. If yes, what tasks has your staff performed? C1 Response: The City recently upgrade from their ShoreTel system to the new Mitel phone system. C1 employees Jesus Gamino and David Moore have worked with the vendor to configure the various software and hardware components. Jesus configured the new voice network and provided support to the vendor with configuring the Mitel network switches and the Mitel Mobility software/hardware components. Jesus and David are more than capable with managing and troubleshooting the Mitel phone system and director in support of the City. Prior to the Mitel upgrade Jesus and David also performed maintenance and troubleshooting of the ShoreTel VOIP system and supported the City with a variety of requests regarding the system. 18. Is your staff able to troubleshoot problems related to an electronic Geographic City of La Quinta RFP Information Technology Services Response to Remainder of RFP March 25, 2019 ©2019 ConvergeOne 28 Information System (the City uses ESRI ArcServer and Desktop)? Yes or No C1 Response: Yes. ConvergeOne has in-house resources that are able to provide this support. If this support is not available in house, C1 can reach out to our partner community to provide additional support. If yes, please give some examples of how you assisted clients with identifying and resolving the problems. C1 Response: ConvergeOne supports issues related to this up to connection such as network related connectivity and performance, wherever the application is housed. ConvergeOne can support problem resolution in-house or can involve third parties on an as-needed basis. ConvergeOne looks forward to discussing specific issues and examples with other customer systems in the down selection phase of this response process. 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 C1 Response: Yes, the ConvergeOne staff member(s) onsite at the City of La Quinta are able to perform this troubleshooting. 20. Does your firm have application developers on staff? C1 Response: Yes. ConvergeOne has in-house resources that are able to provide application development and support. If this is not available in house, C1 can reach out to our partner community to provide additional support. 21. How many application developers/programmers does your firm employ? C1 Response: ConvergeOne has approximately a dozen employees on staff that provide this service. 22. Please list programming languages your staff is proficient with and years of experience developing applications in those languages? C1 Response: ConvergeOne is certified on and proficient in all industry-standard programming languages and has been programming / developing applications within since the languages entered the marketplace. 23. Please describe any custom application(s) your firm has developed that has solved a City of La Quinta RFP Information Technology Services Response to Remainder of RFP March 25, 2019 ©2019 ConvergeOne 29 business problem by streamlining processes. C1 Response: ConvergeOne does develop a number of applications in the contact center and monitoring / reporting arenas, including applications for our proprietary C1CX cloud offering such as OnGuard. If so, please describe what the problem was and how your application solved the issue and include the cost/time of the project. C1 Response: ConvergeOne OnGuard OnGuard takes the management of your ConvergeOne Cloud HCS to a superior level of efficiency and reliability. Built on decades of expertise and successful customer engagement, OnGuard’s capabilities are unmatched in the industry. OnGuard is a 24×7 purpose built platform that offers state-of-the-art monitoring, management and maintenance support for every UC + CC solution we deliver. The predictive and proactive capabilities of OnGuard maximizes your uptime resulting in seamless operations and success for your customers at the same time. Minimizing the risk of downtime can be achieved through preventive monitoring, which senses and prevents problems in your environment before they occur. A mix of preventive monitoring and the ability to find and resolve problems quickly are essential for keeping your communication and collaboration solutions up and running smoothly. OnGuard is a foundational platform that provides services for all of your IT needs. It’s not a mash up of third party products, but rather built from the ground up by our experts for: • Resource utilization • Proactive/preventive monitoring • Continuous improvement + uptime • Enterprise-wide communication • End-user satisfaction 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. C1 Response: Please see previous response for ConvergeOne’s OnGuard application. 25. How many municipalities has your firm developed applications/solutions for? Please City of La Quinta RFP Information Technology Services Response to Remainder of RFP March 25, 2019 ©2019 ConvergeOne 30 list the application developed and, if possible, a link to the application. Also, please include references for these projects. C1 Response: ConvergeOne counts dozens of municipalities (local, county, state) nationwide that utilize C1 custom-built applications. Due to confidentiality concerns, C1 cannot provide specific requested information at this time, but will be happy to do so during the down-selection process. To learn more about C1 offerings including applications, please visit https://www.convergeone.com/solutions/customer-experience/cloud-connectors-and- integrated-software . For supplied references, please see page 3 of this response. 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. C1 Response: ConvergeOne applications are accessible and usable via certain mobile devices for employees that require access to toolsets in whatever location they may be working. These applications can be supported on Windows, iOS, and Android devices. Due to confidentiality concerns, C1 cannot provide specific requested information at this time, but will be happy to do so during the down-selection process. To learn more about C1 offerings including applications, please visit https://www.convergeone.com/solutions/customer-experience/cloud-connectors-and- integrated-software . For supplied references, please see page 3 of this response. 27. How many years of experience does your firm have in Mac OS App development? Please list application(s) developed and references for project. C1 Response: ConvergeOne is certified on and proficient in all industry-standard programming languages and applications development platforms including Mac OS. C1 has been programming / developing applications within since the languages entered the marketplace. 28. What are the pros and cons of using open source code as opposed to creating the code completely in-house? C1 Response: The pros and cons of this are fairly well known in the industry. The benefits of using open- source code are rooted in cost savings: it is easier and cheaper to use off-the-shelf tools (wielded by programmers with off-the-shelf skillsets) to create something close to what the user needs. However, the uses of these pre-fabricated tools are finite and customization is generally limited without potentially app-breaking attempts to force the tools to do what they aren’t designed to accomplish. Off-the-shelf code also can expose the application to easily identifiable security holes for hackers to gain access to customer systems. City of La Quinta RFP Information Technology Services Response to Remainder of RFP March 25, 2019 ©2019 ConvergeOne 31 The main benefits of creating in-house, custom code are that you, the user, control and customize everything to fit your needs. You can make it to do what you want it to do, and it can do so more securely than with open-source. However, this usually comes at a higher cost due to the increased hours needed to create this customization as well as the hours needed to service it should it break. There would also be a need for an increased break-in time of any personnel new to servicing the application. 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. C1 Response: ConvergeOne tests our products periodically for security vulnerabilities and resolves those vulnerabilities when found. C1 can rely on outside vendors on an as needed basis. Due to confidentiality concerns, C1 cannot provide specific requested information at this time, but will be happy to do so during the down-selection process. 30. What is your firm’s outlook and history with implementing new and or alternative systems? C1 Response: ConvergeOne has an excellent history in implementing new and alternative systems that best fit our customers’ needs, and we look forward to performing every one. ConvergeOne’s Services Department manages each new system installation or system upgrade as a unique project. Each project is comprised of three phases of activities: pre-cutover, cutover, and post-cutover. The project phases include the following activities: Pre-Cutover Activities Pre-cutover activities include planning, coordination, and testing functions essential to a successful project. Cutover Activities Cutover activities include those functions related directly to the actual placement of the new system in service. This includes the preparation of the cutover plan, identification of essential lines and services, the customer’s coordination with local telephone companies and other common carriers, activation of the communications system, and installation testing activities. Post-Cutover Activities Post-cutover activities include establishment of the help desk, receipt and resolution of trouble reports, removal of old equipment (if appropriate), performance of final acceptance tests, and final hand-off of the system to the City. ConvergeOne can provide additional information about our implementation processes to the City at any point in this response process. City of La Quinta RFP Information Technology Services Response to Remainder of RFP March 25, 2019 ©2019 ConvergeOne 32 31. What type of cyber security & fraud detections training can your firm provide for internal staff? C1 Response: C1 offers our customers a number of training courses including security-related courses as provided by the manufacturer. For more information about our cybersecurity offerings, please visit https://www.convergeone.com/cybersecurity. For more information about our training offerings, please visit http://www.c1-coe.com/c1- coe/Programs/Standard/Control/elmLearner.wml. 32. Does your firm maintain any active maintenance contracts on any of the systems listed on Pg. 10? C1 Response: Yes. ConvergeOne is the incumbent for City systems. C1 intends to continue to service and support the City systems in place as defined by the current contract in place between us and is open to expand our role with the City. 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. C1 Response: Please see the attached use cases which are a sampling of the unique and innovative solutions we provide our customers: • ConvergeOne Overnight Success – Data Center Managed Services.pdf • ConvergeOne SLED ITLS Use Case.pdf C1 also recommends visiting our website at www.convergeone.com, specifically our blog at https://www.convergeone.com/blog, which periodically describes our take on issues in the marketplace as well as containing a few more use cases illustrating the solutions we provide our customers on a daily basis. City of La Quinta RFP Information Technology Services Response to Remainder of RFP March 25, 2019 ©2019 ConvergeOne 33 ATTACHMENT 2 Price Structure 1. Hourly Rate: C1 Response: Resource Type Coverage Annual Rate Network Engineer 8 hours a day, 5 days a week $159,781.54 IT Technician 8 hours a day, 5 days a week $150,064.62 2. Hours/Days when Normal Service is Available: C1 Response: Normal Business Hours are defined as the hours of 8:00 AM - 5:00 PM Pacific. 3. Travel/Trip Charges (if any): C1 Response: Not applicable. 4. Any Minimums that Apply: C1 Response: The Annual rates listed above are the minimum annual rates for the Onsite Technicians. 5. Rate(s) for After Hours Work: C1 Response: Standard Overtime - Standard overtime rates apply to work performed Monday to Friday (excluding Seller holidays) after 5:00 PM Local Site Time. Resource Type Standard Overtime (per hour) Network Engineer $101.74 IT Technician $95.24 6. Rate(s) on Weekends: C1 Response: Premium Overtime - Premium overtime rates apply to work performed on weekends and Seller holidays. Weekends begin on Saturday at 12:00 AM Local Site Time, and end Monday at 8:00 AM Local Site Time. Holiday overtime begins at 12:00 AM Local Site Time, the day of the holiday and ends at 8:00 AM Local Site Time, the next business day following the holiday. City of La Quinta RFP Information Technology Services Response to Remainder of RFP March 25, 2019 ©2019 ConvergeOne 34 Resource Type Premium Overtime (per hour) Network Engineer $135.66 IT Technician $126.98 7. Rate(s) on Holidays: C1 Response: Premium Overtime - Premium overtime rates apply to work performed on weekends and Seller holidays. Weekends begin on Saturday at 12:00 AM Local Site Time, and end Monday at 8:00 AM Local Site Time. Holiday overtime begins at 12:00 AM Local Site Time, the day of the holiday and ends at 8:00 AM Local Site Time, the next business day following the holiday. Resource Type Premium Overtime (per hour) Network Engineer $135.66 IT Technician $126.98 8. Any Alternate Pricing Structures (such as block of hours): C1 Response: C1 proposes to supplement the Onsite Technician coverage with our remote Tier 1 End User Help Desk and Managed Services. Monthly Managed Services Tier 1 Help Desk/ Manage+ $15,105.00 Managed Services Covered Equipment Device Quantity Windows 2003 Server Standard 3 Windows 2008 R2 Server 16 Windows 2012 Server Standard 2 Microsoft SQL Server 2000 Standard 1 Microsoft SQL Server 2008 Standard 1 Vmware vSphere 5.5 1 Windows 10 Professional 1 Windows 7 Professional 1 Nimble Storage SAN 1 MX-100 Firewall 1 MR52 20 MS 220 Switches 10 MS320 Switches 7 City of La Quinta RFP Information Technology Services Response to Remainder of RFP March 25, 2019 ©2019 ConvergeOne 35 Device Quantity MS420 Switches 2 MR84 1 City of La Quinta RFP Information Technology Services Response to Remainder of RFP March 25, 2019 ©2019 ConvergeOne Submitted By Signature: Printed/Typed Name: Title: Date: Stephen Monteros Regional Vice President 3/22/2019 City of La Quinta RFP Information Technology Services Response to Remainder of RFP March 25, 2019 ©2019 ConvergeOne 37 ATTACHMENT 3 References Please provide three references from within the past three years of similar work/scope; a phone number or email address is required. References submitted without one of these will not be accepted. [Organization] [Contact Name] [Phone or Email] [Longevity with Reference] C1 Response: Please see the references as included on page 3 of this response.