IntelesysOneResponse to RFP
Information Technology Services
for
Submitted: Thursday, May 30, 2019
Contact: Aaron Betts, VIP Program Manager (909)802-7338 | abetts@intelesysone.com
IntelesysOne | Ontario, CA | (888) 546-8353 | www.intelesysone.com
Firm Background
IntelesysOne is headquartered in Ontario California:
3155-B East Sedona Court, Ontario, California, 91764
(909) 305-1500 | Fax: (909) 305-2100 | www.IntelesysOne.com
Your primary contact is: Aaron Betts
Direct: (909) 802-7338
Email: abetts@intelesysone.com
Federal Tax ID: 95-4583269
ICS Intelesys Inc, dba IntelesysOne,
is a California Corporation.
IntelesysOne, headquartered locally in Ontario, California, has been serving municipalities, K-12
education institutions, and private enterprises since 1981. We have provided solutions to more
than 26 City Governments in Southern California.
IntelesysOne has been a trusted partner and the ongoing telecom vendor with the City of La
Quinta for over a decade. Since 2006, we have supported the City’s ShoreTel system.
One highlight of our current IT services client base, is the City of San Marino, where we not only
provide full management and support of their entire IT environment, we also have been
engaged to hold the CIO role for the city. Our president, Rick Balzer has committed to
personally fulfilling this role, providing the City with budgeting targets and forecasting for the
City’s technology needs.
We continually invest back into our municipal clients
through our participation in organizations like MISAC
where we are able hone our focus on the technology
needs and trends that directly impact cities like yours.
IntelesysOne worked with the City of Rancho Cucamonga to provide a 1.2 million dollar network
refresh. In fact, IntelesysOne has been consistently selected as the partner of choice to deploy
voice and data solutions for cities throughout Southern Califronia:
• City of San Marino
• City of Brea
• City of Claremont
• City of Redlands
• City of Lancaster
• City of Brea
• City of Santa Clarita
• City of Rancho Cucamonga
• City of La Canada Flintridge
• City of Artesia
• City of La Verne
• City of Rosemead
• City of Stanton
• and more…
IntelesysOne prides ourselves on the quality of our team of fully certified engineers and
specialists, each with an average of 12 years of experience. With technicians who have been on
the IntelesysOne team for nearly two decades, we provide the high caliber of expertise and
professionalism required for government implementations.
Our internal telco management department – comprised of team members with backgrounds
working directly for top telco carriers – has the experience necessary to work with providers to
offer you the best options and facilitate seamless transitions between services. In fact, most of
our local municipality deployments involve porting thousands of phone numbers across 20+
sites onto a single managed platform.
The single most impactful element in a successful implementation is the partner you choose.
The proper partner will truly understand your needs, be able to identify effective paths to
success, and guide you through what is commonly a challenging and intensive process.
There are no potential conflicts, and there are no past or current lawsuits against IntelesysOne.
Project Manager
Aaron Betts, COO / VIP Program Manager
Work Experience and Accomplishments
o IntelesysOne – COO / VIP Program Manager – 2012 to present
Provide day-to-day operational oversight on all IntelesysOne projects
VIP Program Manager for all clients over 500 endpoints, all municipality
clients, and all K-12 clients
Provides day-to-day operational oversight on the IntelesysOne service
department.
Assisted in development of Managed Services Solution
Maintained a 97.8% Client Retention Rate
Designed and managed the install of over 30 phone systems, including
Municipal systems of up to 1,000 endpoints.
Assisted in rebuilding the City of Lancaster’s network
Installed the City of Lancaster’s network
o Urban Partners – IT Director – 2007 to 2012
Managed a video conference solutions which saved thousands of dollars
on air fare to our Seattle Office
Renegotiated telecom and internet contracts saving over $50,000
annually
Managed the phone system replacement to ShoreTel VoIP system
Oversaw low voltage installation project for University Gateway housing
Managed installation of Video Wall art installation for University Gateway
/ Rosky School of Art collaboration
Education / Certifications / Awards
o Criminal Justice Information Services Certified – CJIS Level 4
o Mitel Certified Connect Installer, support engineer
o ShoreTel Certified Installer, support engineer
o MCP certified in Windows desktop / servers
o A++ certified from Advanced Technical College, UT
o Enterasys BYOD certified
o AMA – Management certification
o ATC Microsoft and Networking certification training
Operational Client Duties / Specialties
o Oversee service department ticket compliance and SLA statistics
o Oversee VIP client management including bi-annual account reviews
o Manage all installs over 500 seats and all Municipality and K-12 installs
o Oversee service team of 15 engineer / technicians
Project Team Resumes
Rick Balzer, President
Work Experience and Accomplishments
o IntelesysOne – President and Founder, June 1994 – Present
Direct oversight of local municipality client sector
Driving revenue achievement to exceed $5 M Annually
Achieved #1 Customer Satisfaction Ranking – ShoreTel VoIP
Established company as top Government / Education Managed Services Provider
Maintained a 97.8% Client Retention Rate with a Net Promoter Score of 98.2
o City of San Marino – IT Director November 2018 – Present
Guide city technology direction and processes
Develop annual IT budget and manage compliance
Develop IT policies and procedures
Develop and maintain vendor relationships for the city
Present recommendations to Council
o California State University Fullerton – Volunteer Mentor September 2017 - Present
Guide undergraduate and graduate students in real world consulting
engagements
Judge Fast-Pitch and Entrepreneur Incubator contests
Deliver guest lectures on business processes and management
o Cable and Wireless – Design Engineer August 1992 – October 1994
Design wide area networks for commercial clients
Manage network migrations for carrier services
Education / Certifications / Awards
o California State University, Fullerton BA International Marketing with minor in
Philosophy 1992
o California State University, San Bernardino 2012 Spirit Entrepreneur of the Year
o State of California - Licensed C-7 low voltage contractor
o Mitel - VoIPBX, Engineer
o Cable and Wireless – Certified Systems Designer and Information Systems Consultant
o Criminal Justice Information Services (CJIS) Certified
o Financial Consultant of the Year (2003) – NEC Financial
Operational Client Duties / Specialties
o Second tier escalation for all government clients
o Oversee annual strategy session for all government clients
o Network redesign planning for all government clients
o Managed client projects exceeding $100,000 for all government clients
o Annual budgeting review for all government clients
o Executive team and Council interact ion as requested for all government clients
o Oversight of annual IntelesysOne Gov/ED event
David Garcia, CIO and Lead Engineer
Work Experience and Accomplishments
o IntelesysOne – CIO and Lead Engineer – 2004 to present
Technical supervision and design for all IntelesysOne projects either
exceeding 500 endpoints and/or is deemed of strategic business
importance to IntelesysOne, such as all local municipalities and K-12
deployments.
Leads all network related projects that include switches, firewalls,
servers, and virtual environments.
Maintain IntelesysOne Server farm and infrastructure
Provide Escalation/Tier3 support for technical staff
o MCS – Project Manager – 2000 to 2004
Managed network cabling and infrastructure projects
Assisted with installation of underground communication piping and
vaults for school and college campuses.
Assisted with Server room and MDF build outs
o RM Construction – Installer – 1997 to 2000
Installation of low voltage cabling
Assisted with new installation of ROLM/Siemens phone systems
Assisted with surveillance camera installations
Education / Certifications / Awards
o Criminal Justice Information Services Certified – CJIS Level 4
o Mitel Certified Connect Installer
o Mitel Certified Advanced Engineer
o Mitel Mobility Installer
o Mitel Contact Center Installer
o Cisco CCNA
o VMWare VCP
o LifeSize Video Conferencing LCTE
o Enterasys BYOD certified
Operational Client Duties / Specialties
o Oversee technical support escalation
o Oversee new technology evaluations
o Manage Microsoft Active Directory, Exchange, Security, switching and routing
o Training IntelesysOne technical staff on various products
Matt Orr, Senior Advisor of Public Sector
• Work Experience and Accomplishments
o IntelesysOne – Senior Advisor of Public Sector – 2016 to present
▪ Returned to IntelesysOne to further develop new initiative in the growing
Public Sector offering.
▪ Continually develop an expertise in municipal operations and needs and
build solutions designed to meet them head on.
▪ Build the Public Sector community with the IntelesysOne family, allowing
us to reinvest in our clients through the hosting of unique government-
focused opportunities and events.
▪ Provide Level 3 engineering expertise in the implementation and
escalation of technical solutions.
o Proactive Networks – VP Operations, Senior Solutions Architect – 2011 to 2016
▪ Responsible for the overall technology design and IT strategy of 75+ client
organizations while guiding the support of thousands of combined users.
▪ Served as the highest level of escalation in the organization for technical
and client-impacting issues.
▪ Managed and responsible for the ongoing development of clear,
purpose-driven processes and documentation.
▪ Recognized in the business technology community for expertise in IT
strategy and business continuity, participating as a key presenter and
panelist in numerous seminars, “town hall” events, webinars, and more.
o IntelesysOne – Director of Managed Services – 2007 to 2009
▪ Developed and launched the original IT Management offering within
IntelesysOne, providing a best-in-class solution to private enterprises that
has since expanded to meet the needs of the public sector.
o Synduit – President & Co-Founder – 2004 to 2007
▪ Operated a managed IT services firm for the SMB market.
▪ Early pioneer of the all-inclusive flat-fee support delivery model for
outsourced IT management.
• Education / Certifications / Awards
o Criminal Justice Information Services Certified – CJIS Level 4
o Mitel Certified Solutions Architect
o ShoreTel Certified Solutions Architect
o IT Operations Management Certified, CharTec Academy
• Operational Client Duties / Specialties
o Guide processes and initiatives in the Government and Education markets
o Participate in all major public sector implementation solutions
o Continually identify and implement new internal initiatives to deliver the
greatest value possible to our government and education clients
Virgil Miller, Network Engineer
Work Experience and Accomplishments
o IntelesysOne – Network Engineer – 2014 to present
Provide support on all level 3 escalation issues
Lead engineer on any routing, firewall issues / projects
Lead engineer on all database related issues
Lead engineer on all Telecom related issues / projects
Provides in-house scripting for projects
Provides Service Team Ticket support – all levels
o TelePacific – Premier Supervisor/Service Assurance Specialist, June 2011-2014
Supervised the Premier Technicians who were responsible for VIP
customer support
Programmed, designed, and developed reports to analyze call and service
metrics
Performed configuration and troubleshooting of VoIP, MPLS, and IP
Routed networks. Tasks Include ACL, QoS, BGP, EIGRP, OSPF, RIP, traffic
shaping & policing, DHCP, SNMP, NetFlow, and SIP/RTP related services
on a daily basis.
Programmed and developed automated testing systems to improve
support capability on NE and CPE equipment (PHP, MySQL)
o Verizon Telecom (GTE) – Senior Staff Consultant, July 1999
Served as technical lead for new FiOS product deployment (CPE,
Software, Support Systems, UAT, Quality Assurance) to help minimize
impact and ensure product stability for Technical Support.
Administered reporting, process and procedural development for FTTP
technical support centers (Service Fulfillment & Service Assurance) to
help unify a nationwide support model.
Generated day-to-day solutions and support to a nationwide fiber-optic
support structure (Motorola, Tellabs, and Alcatel FTTP switches, Juniper
routers, and Wave Smith ATM switches) to act as a tier III level of support
and interface with vendors and intra-departmental teams.
Recognized for extensive involvement in successfully planning,
developing, and deploying a nationwide fiber optic network
infrastructure (FTTP/FIOS).
Supervised provisioning and maintenance of nationwide ADSL network
(Fujitsu & Alcatel DSLAM platforms & Lucent Frame & ATM switches)
which resulted in the successful deployment of one of the largest DSL
networks in the nation.
Interfaced and provided support for over 200 ISPs resulting in a detailed
understanding of a multitude of Wide-Area-Network solutions.
Installed telecom inside-plant (CO, MTSO, and Cell sites) allowing a clear picture
of the underlying physical components in a WAN network.
Education / Certifications / Awards
o Criminal Justice Information Services Certified – CJIS Level 4
o Alcatel – Certified System Provisioner for Asynchronous Transfer Mode CBX 500
(ATM) 2001
o Cisco – CCNA 2002
o Motorola – Certified AXS2200 GPON Optical Line Terminal 2003
o Alcatel – Certified ISAM FTTU GPON Optical Line Terminal 2004
o Tellabs – Certified 1100 MAP GPON/BPON Optical Line Terminal 2004
o Cisco – CCNA 2013
o SCIS – ShoreTel Certified Implementation Specialist 2015
o Mitel MQM – 2015
Maria Vargas, Director of Training / Client Manager
Work Experience and Accomplishments
o IntelesysOne – 2006 to the Present
Oversee and manage the training curriculum for all end users on the phone
system and advanced applications.
Develops all IntelesysOne trainers and oversees the diverse education series for the
organization
Established Educational series for IntelesysOne
Achieved #1 Customer Satisfaction Ranking – ShoreTel VoIP
Manages existing client relationships
Maintained a 97.8% Client Retention Rate
Education / Certifications / Awards
o ShoreTel Certified Trainer
o ShoreTel Certified Solutions Architect
o ShoreTel Sky Certified Solutions Architect
o ShoreTel Design and implementation Certified
o Criminal Justice Information Services (CJIS) Certified
o Top Customer Satisfaction Ranking-ShoreTel VoIP
Operational Client Duties / Specialties
o Oversee and manage the training curriculum for all end users on the phone system and
advanced applications.
o Specialize in local Municipalities and K-12 deployments bringing value to the design and
programming of each project.
o Knowledgeable in local Municipalities and K-12 deployments
o Leads the training curriculum, manages all trainers, and oversees the training
educational series for IntelesysOne.
o Hands-on approach and dedication to each project has allowed IntelesysOne
educational series to be recognized by many
o Maintains and manages IntelesyOne’s commitment to its education and municipal
clientele
o Provides ongoing post installation support and education to its education and municipal
clientele
Municipal References
IntelesysOne has been instrumental in working hand in hand with many of our municipal clients to
provide overall technology solutions including data network design, VoIP and telecom implementation,
as well as ongoing technology support.
Complementing our accompanying City Government Solutions Briefs, we present these additional
IntelesysOne municipal references local to the City of Colton.
City of San Marino
Marcella Marlowe
(626) 300-0700
mmarlowe@cityofsanmarino.org
City of Lancaster
Timika Hite
(661) 723-6060
thite@cityoflancasterca.org
City of San Dimas
John Lee
(909) 394-6218
jlee@ci.san-dimas.ca.us
City of La Verne
Billy Elftman
(909) 596-8775
belftman@cityoflaverne.org
City of Claremont
Joe Cabon
(909) 399-5462
jcabon@ci.claremont.ca.us
City of Rancho Cucamonga
Darryl Polk
(909) 477-2700
darryl.polk@cityofrc.us
City of Redlands
Sandra Sanchez
(909) 335-4792
ssanchez@cityofredlands.org
City of San Bernardino
Municipal Water Department
Patrick Rogers
(909) 453-6030
Patrick.rogers@sbmwd.org
Solution Brief
Date of Engagement June 2018 - Current
Contact Dr. Marcella Marlowe, City Manager
mmarlowe@cityofsanmarino.org, 626-300-0700
Initial Solution Request – Full Managed Services:
After a failed RFP attempt, IntelesysOne was engaged to provide an immediate assumption of full
network support and to deploy a voice over IP communications system utilizing a government-
purchasing vehicle – NAPSO
Contract Engagement Amount - Initial cost of $198,500 with a flat rate ongoing
total support cost of $216,000/year on a 3-year contract with 2 annual renewal
option periods
Primary Accomplishments:
o Migrated city hall, police department, library, and recreation servers including exchange from
physical to virtual platform
o Setup new switches and routing for the entire city utilizing Aruba PoE network switches
o Increased network performance score from 48% to 92% within 10 months
o Implemented a process to get all hardware and software up to current supported levels and
compliant with CJIS network standards as recommended by the Federal Bureau of Investigation
o Developed a cloud back-up strategy with full disaster recovery technology to provide for full
systems recovery within 15 minutes of any full outage
o Deployed citywide VoIP communications system with enhanced 911 services and single image
operation
o Assumed city IT Director role on an interim basis to guide city technology direction, participate
in weekly executive team meetings, develop an IT budgeting process for expenses, and
interfaced with city council for approvals and staff support
Technologies Managed
o Police Department – WatchGuard PD vehicle recording solution, Vigilant LPR / ALPR camera
solutions, ArcGIS, Net Motion, Dual factor authentication, MDC units, Lexipol, LexisNexis, Nixle,
TASER Evidence Sync, Vesta 9-1-1, WCSG CAD/RMS
o City Hall – Envision reporting metrics, Revize Website management, LaserFiche, PINS,
Springbrook
o Library – Envision Ware reservation system, Audio Visual systems, AWE Early Learning Station,
Corel Draw, Dakim Brain Fitness, Deep Freeze Enterprise, MK Solutions RFID, NJStar
Communicator
o Fire Department – FirstNet 911 services, EOC design and deployment, Blackboard Connect,
Crewsense, FIREHOUSE Software (ESO), FireScene 6,
o Public Works, AutoCAD, GOGovApps, GovClarity, HdL Prime, Meritage Systems, Toro Sentinel
Irrigation
o Recreation – Adobe Acrobat, PrintMaster Platinum 17, RecTrak
Support Methodology
o 24/7 Full network support – Flat rate fee
o 24/7 Network monitoring and resolution
o Maintain all hardware and software documentation for all departments
o Executive services functioning as interim IT Director
o On demand services as needed
Contracted Deliverables
o Quarterly Network Assessment
o Product purchase reviews and assistance
o Certified testing of back-ups and fully verified disaster recovery tests on a monthly basis
o Certification of destroyed hard drives per CJIS recommendations
o Interaction with city school district to co-develop technology
o Preparation of network audits as requested by city staff
o Preparation of city technology budget items by department
o Quote acquisition and procurement for new products and services
o IntelesysOne supports approximately 15 tickets per day, 100% of the technology support for the
City, as well as fulfilling the executive role of IT Director
Solution Brief
Date of Engagement March 2016 - Current
Contact Darryl Polk, Chief Information Officer
Darryl.Polk@cityofrc.us, (909) 477-2700
Initial Solution Request – Network ground up rebuild and VoIP solution:
The city of Rancho Cucamonga, in conjunction with a paid consultant issued an RFP to replace
their entire city network and install a new Voice over IP telephone system. IntelesysOne was
awarded the RFP after an onsite interview from over 40 submitted responses.
Contract Engagement Amount - Initial project cost of $2.1 million with an annual
support agreement of $40,000
Primary Accomplishments:
o Designed and procured Cisco network refresh for over 3,500 switch ports
o Designed and procured Cisco ASA infrastructure
o Designed and procured Cisco Nexus 7000 core switch
o Designed and procured Cisco FirePOWER services
o Designed and procured Cisco wireless mesh
o Designed and procured licensing agreement to cover entire city Cisco infrastructure
o Developed routing and VLAN protocols with city staff
o Deployed citywide Mitel VoIP system with enhanced 911 coverage
Support Methodology
o Design meeting management with staff and consultant
o Performed as client liaison with Cisco
o 24/7 on site support as needed for network problems
o Ongoing 24/7 support for Mitel VoIP system
o On demand services as needed
Contracted Deliverables
o End to end project management over 25 months
o Design documentation for entire network
o Inventory management of over 1,000 delivered components
o Proper CJIS decommissioning of old gear
o Change order management
Solution Brief
Date of Engagement March 2019 - Current
Contact John Lee, IT Director
jlee@ci.san-dimas.ca.us, 909-394-6218
Initial Solution Request – Network Redesign and Hardware Refresh:
The City of San Dimas engaged IntelesysOne to do a full analysis, redesign, and deployment of the entire
City’s network. This engagement started one year after IntelesysOne installed a new VoIP phone system
for the City.
Primary Accomplishments:
o A full network assessment performed to identify any existing network failure points, routing
problems, or throughput issues.
o Setup new switches and routing for the entire city utilizing Aruba PoE network switches
o Tested new network design in the IntelesysOne lab
o New network installed alongside the existing network without interruption to perform
throughput and routing testing.
o Cut over Core City Hall network and remote sites one by one while maintaining complete City
connectivity
Technologies Managed
o HPE / Aruba switches configuration, including but not limited to IP Routing and Spanning-Tree
o SFP modules for uplinks and server connectivity
o 10 GbE modules for SAN equipment connectivity
Support Methodology
o Full assessment performed and analyzed
o Full network designed and programed
o Deployed new network without existing network interruption
o Create a full network diagram and documentation for client
Contracted Deliverables
o New HPE / Aruba network hardware
o Redesigned network scheme for entire city
o Programmed all network hardware and tested in IntelesysOne lab
o Deployed new network switches without interrupting existing networks
o Cutover site by site while maintaining connectivity throughout the whole network
Disclosures
There are no potential conflicts and there are no past or current lawsuits against IntelesysOne
IntelesysOne’s Warranty & Guarantee
IntelesysOne is dedicated to serving its customers effectively. These provisions are intended to clarify
the expectations of IntelesysOne and the Customer so that the Customer’s needs may be met and
misunderstandings may be avoided.
The warranty set forth herein is the sole and exclusive agreement warranty provided by IntelesysOne to
the Client, and is provided in lieu of all other warranties, express or implied, oral or written, including
without limitation (i) any warranty that hardware or service is error-free, will operate without
interruption, or is compatible with all equipment and software configurations; (ii) any and all warranties
of merchantability; and (iii) any and all warranties of fitness for a particular purpose.
Through our relationship with you, we may make recommendations about your technology
environment and provide Solutions limited to the scope of any effective Agreement or Service Order.
IntelesysOne warrants that Solutions provided will be of good, workmanlike quality, performed with the
requisite skill necessary. Labor performed by IntelesysOne shall be warranted for thirty (30) days from
the date services are rendered. You acknowledge and agree that there may be instances beyond our
control including, but not limited to, problems with software, hardware, third-party services and/or
other unforeseen circumstances that may prevent us from resolving your issues or problems. We make
no representations, warranties, or guarantees that we will be successful in resolving your issues or
problems. Each of the Parties represents that it will comply with all applicable federal, state, and local
laws and regulations in the performance of its obligations herein.
If any service performed by us results in direct damage to your systems, equipment, or facilities, our
liability will be limited solely to the cost to repair or replace, at our sole discretion, the damaged
systems, equipment, or facilities. No obligations or liability shall arise out of our rendering of technical
or other advice in connection with services rendered hereunder.
We strongly recommend that you implement the necessary means to maintain your environment at
your desired level of availability, including, but not limited to, data backup, monitoring, protection, and
redundancy at all desired levels. We cannot be liable for business interruption, planned or unplanned
downtime, loss of data (including, without limitation, critical data either on your computers and/or
servers and other storage devices), losses, claims, damages, costs or expenses as a result of the services
provided hereunder or otherwise. In no event shall IntelesysOne be liable to Client or any other party
for special, incidental, consequential, or exemplary damages arising out of work performed pursuant to
this Agreement, however caused, whether based upon warranty, tort, contract, or in the infringement or
alleged infringement of intellectual property rights in patent, copyright, trademark, trade secret, or
other property right.
We make no guarantee that we will be successful in detecting, stopping, eliminating, or protecting you
from any or all technology-related security threats such as viruses, worms, malware, hackers, and
ransomware. You therefore release us of any and all liability whatsoever with regard to network security
breaches of any kind.
We make no guarantee that any problem, issue, emergency, or any other matter will be resolved within
any given time period. Furthermore, we make no guarantee that any tools or utilities used by us will
detect or identify all factors within your environment. We shall have no liability whatsoever arising out
of any delayed response or lack of response cause by the failure of such tools.
Complementary Services
As a full-service IT provider IntelesysOne is able to customize solutions
based on our clients’ needs. Some offerings we have standardized
include:
IT Director / CIO fractional role to guide network and business
strategy - $300 per hour
EOC design and process deployment - $250 per hour
Software compliance and license audits - $225 per hour
Mitel VoIP complete system management - $249 per month per LAN
HR technical policy development - $300 per hour
IT security training - $250 per hour
Data retention and Public Records compliance audit - $350 per hour
CJIS compliance audit - $225 per hour
Security Assessment - $225 per hour
Network Assessment - $3,995 plus $595 per LAN
IT Budget development and management - $300 per hour
Most services are also available as a flat rate quote based on the scope of
the client’s needs. All services are backed with our IntelesysOne Platinum
money back guarantee, if for any reason our services fail to make a
noticeable impact, no charges will be incurred.
G. Subcontracting
IntelesysOne provides all labor for their clients. We feel it is extremely important to control the
level of quality of work that we present to our municipal clients. All of our staff are trained on
the systems that we support.
H. Insurance
Upon selection, IntelesysOne will provide proof of insurance and execute a signed professional services
agreement.
ATTACHMENT 1
Experience and Approach
1. How man technical employees does your firm employ? We currently have 15 employees
that fulfill a technical role.
2. Does your firm have technical employees that are local to the Coachella Valley? We
have employees that are within the requested SLA response time. Per the RFP if won,
we would staff someone onsite.
3. Does your company have a partnership with any major IT companies? i.e.., Cisco,
Microsoft, Google? Yes
4. What industry certifications do your employees hold? CCNA, CCNP, MCSE, Mitel
Certified Installer
5. Do you currently recommend that customers use any particular software that allows
users to create a service ticket? If Yes, what software, and is there a cost to the City?
We offer an easy solution for our customers to create tickets. Yes, we currently use
TigerPaw – there is no cost to our clients – it is part of our solution. We setup a
dedicated email address and phone number for our VIP customers to submit ticket
requests, which can all be managed through our user portal (if desired) by those
submitting tickets.
6. Do you currently recommend that customers use any software to track network and
workstation performance/status? If Yes, what software, and is there a cost to the City?
Yes, we have a suite of software including TigerPaw, CW Automate, IT Glue, and others.
These are included our solution at no additional cost to the city.
7. Do you currently recommend that customers use any software to track hardware and
software inventory (including serial and licenses numbers)? If Yes, what software, and is
there a cost to the City? Yes, we have a suite of software including TigerPaw, CW
Automate, IT Glue, and others. These are included our solution at no additional cost to
the city.
8. Do you have Staff that specializes in special data base programs? Yes
9. Is your staff able to troubleshoot problems related to Microsoft SQL Server, versions
2000, 2008,2012, 2016? Yes
10. Is your staff able to do administration tasks on VMware vSphere 5.5? Yes
11. Is your staff able to do administration tasks on Cisco Meraki switches? Yes
12. Is your staff proficient with MX-100 firewalls? & AASA firewalls YES
13. If so, what administration tasks have been performed on the appliances? ACL (access
control list) management, Routing, NAT, PAT, VPN management
14. Is your staff able to troubleshoot problems with iPhones/iPads? Yes
15. Is your staff able to troubleshoot problems with copiers and scanners? Yes
16. Is your staff able to troubleshoot email issues with Microsoft 365? Yes
17. Is your staff able to perform administration/configuration tasks with a Mitel on-premise
VoIP system? If yes, what tasks has your staff performed? Yes, we installed the Mitel
phone system for the City 17 years ago and continue to support it today
18. Is your staff able to troubleshoot problems related to an electronic Geographic
Information System (the City uses ESRI ArcServer and Desktop)? If yes, please give some
examples of how you assisted clients with identifying and resolving the problems. Yes, as
with any software, our job is to identify the source of the issue (i.e. – the pc, the server
(local), the network, or the server (cloud). Once the issue is properly identified, the
manufacturer will be engaged for any product specific troubleshooting.
19. Is your staff familiar with Nimble Storage products and able to perform configuration
tasks and troubleshoot performance issues with SAN devices? Yes. We have worked on
various SAN and NAS devices.
20. Does your firm have application developers on staff? Yes
21. How many application developers/programmers does your firm employ? We maintain 3
technical staff proficient in programming.
22. Please list programming languages your staff is proficient with and years of experience
developing applications in those languages? Our staff has over 10 years experience with
HTML, PHP, SQL, Ruby, JavaScript.
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.
Apple Valley USD required the addition of custom location data to their emergency
notification platform. To update more than 1,200 device entires would have required
their staff to dedicate days of time to complete manually. We developed a solution for
Apple Valley USD that enabled them to automatically parse and generate the
appropriate data using criteria that programmatically developed entries based on known
location data. This data was automatically injected into their notification database
through a series of automatic scripts, and were then verified through a similar
automated checking process. Our custom solution allowed them to turn tens of hours of
work into a process that took only minutes for a single person to deploy and verify.
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. IntelesysOne is proud of the
reputation we continue to develop for out-of-the-box solutions that drive value to the
cities we support. Taking a larger-view approach to city network management, we
continually drive value through our very deep understanding of city operations from an
executive level. We have innovated greatly in our unique consultative methodology
which recently resulting in the City of San Marino engaging us to become their IT
Director on the City Executive Team – a view of our market in a way most vendors never
achieve. The unique offerings that have evolved from our platform include:
Technical:
• Thorough knowledge of many municipal software systems such as Laserfiche, Vesta,
Envisio, WatchGuard, ESET, and FirstNet
• Clear understanding of the requirements of PD to have a secured, separate network
infrastructure
• Clear understanding of the impact of Public Records requirements on data back-up
and retention
• Design experience in EOC setup and operation, as well as expected scenarios on how
it is activated
Procedural:
• FBI background checks on all on site staff
• CJIS certification for all staff on the network
• Reportable benchmark metrics for staff and council review including:
Statistical metrics on network health
Report of product support status and exposure
Ticket resolution reporting with SLA metrics
Operational:
• Producing a detailed annual IT budget based on facts and determined priorities
versus last year, this year method
• Resident-focused approach on technology management
• Access to the proper resource to efficiently meet the needs versus one size fits all
• IntelesysOne hosts an annual conference of southern California city professionals.
Our 2018 keynote speaker was the former CIO of the FBI, addressing top
government security risks. This year’s speaker is the former Ventura County Sheriff
who managed the nightclub shooting to share a real-world experience of handling
the worst situation.
• IntelesysOne professionals attend and sponsor the annual MISAC conference to stay
abreast on sector trends and advancements.
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. We have developed solutions for many of our
municipality clients. Most of the custom solutions to date are in relation to the Mitel
phone system. We have assisted in 911 alerting, the Great Shakeout notifications city
wide, custom wallboards for call center statistics, etc.
26. Does your firm develop applications for mobile devices? Is so, what language do you use
to develop these Apps? Please list references of recent/current projects. We have not
been asked to develop an application for mobile devices as of yet. If needed, the
language we would use would depend largely on the solution being developed. We
would engage a certified vendor for any higher-end programming as needed and
manage the project.
27. How many years of experience does your firm have in MAC OS App development? Please
list applications(s) developed and references for the project. We have not been asked to
develop an application for MAC OS as of yet.
28. What the pros and cons of using open source as opposed to creating the code
completely in-house? With many arguments on both sides of the fence, I will list a few
for each. Open Source Pros: you can try before you buy, there typically tends to be free
support, the standards are open and communal, there tends to be fewer bugs and the
fixes are provided quicker, and security tends to be better since the bugs are shared via
the community. Open Source Cons: the competitive advantage is reduced, though fixes
come quick, support leverage tends to be minimal, usability for the typical end user
tends to suffer, and there tends to be increased risk for businesses with software
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 product created by IntelesysOne is tested and
benchmarked by our lab. If the need for deeper testing is required, we will engage a
specialist that meets the needs.
30. What is your firm’s outlook and history with implementing new or alternative systems?
IntelesysOne puts great effort in staying current with new technologies and
methodologies so that we can properly assess for our clients the benefits and risks
involved with adopting those into their environments. We find that change should not
be implemented for the sake of change alone – meaning that new technologies and
methodologies should be introduced only when they bring about new efficiencies,
capabilities, and benefits that drive direct value to the city. Often, this should be
coupled with training and education for end users. As IntelesysOne works with La
Quinta to identify what new or alternative systems might deliver this level of value, and
then proceed to develop a strategy around their implementation, we make sure to take
an objective approach that uncovers all aspects that should be considered – being
careful to weigh each of the potential risks alongside their promised benefits. When a
new system is introduced into the city, IntelesysOne works hand-in-hand with the city to
run it through a systematic process of lab testing, evaluation, comparison, and end-user
assessment to ensure that the end result has the greatest opportunity to deliver for the
La Quinta.
31. What type of cyber security & fraud detections training can your firm provide for
internal staff? IntelesysOne is a firm believer in staff awareness training. We typically
work with the city to determine what type of training works best for their employees.
We have done onsite trainings, webinars, and self-paced video trainings.
32. Does your firm maintain any active maintenance contracts on any of the systems listed
on Pg. 10? As a solution provider, we help all of our clients maintain active contracts on
ALL pertinent equipment and software that their business runs on. We assist in
identifying and scheduling the costs of these renewals to ensure our clients have an
accurate budget forecast each year for their technology needs.
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, but would like to hear if your firm helped a private company
solve an issue in a unique and innovative way. Please describe the project and provide
references. A key example relating directly to the City of La Quinta was provided by
IntelesysOne through the city’s recent process of upgrading your phone system. By
identifying and leveraging the city’s investment in the foundation of your existing phone
system and licenses, IntelesysOne was able to provide a solution that delivered all the
benefit and capabilities of a new, state-of-the-art phone system at 40% of the cost. This
city-centric approach saved La Quinta hundreds of thousands of dollars while still
delivering a solution that elevates La Quinta to the top tier in your ability to
communicate internally, with vendors, and with the community. Our commitment to
delivering high value, high performance results has always been a primary focus of how
we operate with out clients.
In another recent example, IntelesysOne was able to significant identify risks facing the
City of San Marino that their previous IT vendor had been unaware of and failed to
address with city leadership. Our experience with cities allows us to be keenly aware of
the Public Records Retention requirements municipalities face. As a result, we have
developed solutions that have allowed the City of San Marino to dramatically reduce its
exposure. Through a combination of strategies addressing data backup and replication,
email archiving, and social media archiving, IntelesysOne has been able to, in a short
period of time, guide San Marino into a far more advantageous position of
understanding how to protect themselves from the very real threats associated with
public records retention, coupled with the managed solutions implemented through
IntelesysOne to apply the proper protections.
Information Technology Services -
Pricing
3155-B East Sedona Court | Ontario, California 91764
The Information Technology Services Solution by IntelesysOne offers a 360-degree answer to your organization’s
IT needs. Our diverse engineer pool delivers specialists in every IT area, all focused on technologies specifically
utilized by local municipalities. Our team has hands on experience in the products cities use, from GIS services,
Recreation software, Envisio, Laserfiche and WatchGuard to name a few, all backed by CJIS certified company
employees, not subcontractors. We augment your team to help them achieve success!
CLIENT City of La Quinta BILLING
ADDRESS 78495 Calle Tampico La Quinta, CA 92253
AGREEMENT
TERM 12 months with (2) annual renewal options RFP # Information Technology Services
IntelesysOne SECURED Network IT Assessment (Optional) ................................................... $3,750.00
Exhaustive 300-point assessment of network state, discovery, best-practice implementation
with full analysis report and briefing
Information Technology Services – Scenario 1
Network Engineer On Site 160 hrs/month (8X5 Mon – Fri PST excludes holidays) ................. $19,240
IT Technician On Site 160 hrs/month (8X5 Mon – Fri PST excludes
holidays) ........................................................................................................................................... $15,080
Help Desk Support Remote 24/7 Budget 40 hours...................................................................... $1,200
Monthly Total ............................................................................................................................ $35,520
Annual Cost .............................................................................................................................. $195,360
Network Engineer (Discounted 35% for Government) - On Site .............................. $120.25 per hour
Management/Technical Support .......................................................................................................................... included
Network assessments, design, engineering and tuning ........................................................................................ included
System/server/network administration ................................................................................................................ included
Project Management Services ............................................................................................................................... included
IT Technician (Discounted 35% for Government) - Remote ....................................... $94.25 per hour
Desktop support .................................................................................................................................................... included
End user support .................................................................................................................................................... included
Level 1 troubleshooting ......................................................................................................................................... included
Infrastructure Troubleshooting ............................................................................................................................. included
Billing Terms ................................................................................................................................... Fixed
Travel time / charge ........................................................................................................................................... No Charge
Billing Details - All rates............................................................................................ ½ hour increments, 1 Hour minimum
Regular Business Hours .................................................................................................. Monday-Friday 7 am to 6 pm PST
Off hours (After hours, holidays, weekends) .......................................................................................... 1.5X Normal rate
Discount for blocks of hours purchased over 25 hours ................................................................................................................................ 5%
Flat Rate Results based service (Available on request) .............................................................................................................................. TBD
Information Technology Services -
Pricing
3155-B East Sedona Court | Ontario, California 91764
The Information Technology Services Solution by IntelesysOne offers a 360-degree answer to your organization’s
IT needs. Our diverse engineer pool delivers specialists in every IT area, all focused on technologies specifically
utilized by local municipalities. Our team has hands on experience in the products cities use, from GIS services,
Recreation software, Envisio, Laserfiche and WatchGuard to name a few, all backed by CJIS certified company
employees, not subcontractors. We augment your team to help them achieve success!
CLIENT City of La Quinta BILLING
ADDRESS 78495 Calle Tampico La Quinta, CA 92253
AGREEMENT
TERM 12 months with (2) annual renewal options RFP # Information Technology Services
IntelesysOne SECURED Network IT Assessment (Optional) ................................................... $3,750.00
Exhaustive 300-point assessment of network state, discovery, best-practice implementation
with full analysis report and briefing
Information Technology Services – Scenario 1
Network Engineer On Site 160 hrs/month (8X5 Mon – Fri PST excludes holidays) ................. $19,240
IT Technician On Site 160 hrs/month (8X5 Mon – Fri PST excludes holidays)……………………….$15,080
Help Desk Support Remote 24/7 Budget 40 hours...................................................................... $1,200
Monthly Total ............................................................................................................................ $35,520
Annual Cost .............................................................................................................................. $426,240
Network Engineer (Discounted 35% for Government) - On Site .............................. $120.25 per hour
Management/Technical Support .......................................................................................................................... included
Network assessments, design, engineering and tuning ........................................................................................ included
System/server/network administration ................................................................................................................ included
Project Management Services ............................................................................................................................... included
IT Technician (Discounted 35% for Government) - Remote ....................................... $94.25 per hour
Desktop support .................................................................................................................................................... included
End user support .................................................................................................................................................... included
Level 1 troubleshooting ......................................................................................................................................... included
Infrastructure Troubleshooting ............................................................................................................................. included
Billing Terms ................................................................................................................................... Fixed
Travel time / charge ........................................................................................................................................... No Charge
Billing Details - All rates............................................................................................ ½ hour increments, 1 Hour minimum
Regular Business Hours .................................................................................................. Monday-Friday 7 am to 6 pm PST
Off hours (After hours, holidays, weekends) .......................................................................................... 1.5X Normal rate
Discount for blocks of hours purchased over 25 hours ................................................................................................................................ 5%
Flat Rate Results based service (Available on request) .............................................................................................................................. TBD
Exhibit A: Scope of Services
1. Services to be Provided:
Unless otherwise identified in the Agreement, the following shall be provided under IntelesysOne's
Comprehensive IT Management offering:
• 24x7 emergency support for business-impacting issues - by phone (Identified as issues that
prevent or hinder a majority of users from performing a key business function)
• 8x5 support for end users and standard network issues - by phone, email, and web portal
• Onsite assistance as deemed necessary by IntelesysOne to deliver support
• Management and support of end-user devices (Windows and OS X computers), servers,
switches, routers, firewalls, wireless access points, printers, and other network appliances and
peripherals.
o Limited to “managed” devices identified by, and affixed with, an IntelesysOne Asset Tag
and not identified as “retired.” (All managed devices are subject to IntelesysOne’s
support standards.)
o Managed end-user devices supported remotely at any location. All other hardware
support limited to Supported Locations as named on the Agreement.
o Remote workers are responsible for their own local environment and Internet
connectivity.
o IntelesysOne requires that the client maintain active vendor support for key applications,
hardware and services as identified by IntelesysOne (such as phone systems, security
devices, etc.).
• 24/7 monitoring of, and IntelesysOne’s access to, all managed devices
• Software and firmware updates of managed end-user devices, servers, switches, routers,
firewalls, and other network appliances.
• Enterprise-grade antivirus and antimalware protection
• Enterprise-grade web content filtering and DNS-level protection
• Enterprise-grade spam and email threat protection
• Basic DNS hosting and administration
• Technology vendor management and support escalation management
• Regularly-scheduled Business Technology Review meetings
o Ongoing IT strategy support
• Cataloging of IT infrastructure
• 24x7 access to IntelesysOne Support Portal for all users
• 24x7 access to all documentation (for key client Administrators)
• Enterprise backup solution with local primary storage, offsite replication, backup management,
testing, and support for file-based recovery.
Support services do not include the following, unless otherwise identified in the Agreement:
• Any asset not meeting IntelesysOne’s Minimum Standards for Support
• Support (excluding that of managed end-user devices) provided to any location not named on
the Agreement.
• The cost to bring the environment up to, or maintain it at, the Minimum Standards for Support
• Any software, licensing, renewal, or upgrade fees not explicitly identified in the agreement
• Any third-party vendor or manufacturer support or incident fees of any kind
• The restoration from any changes made during the troubleshooting, implementation, or
customization activities of any third-party, or any unauthorized activity of end users
• Recovery support in response to failure due to Acts of Nature, building modifications, power
outages, or other adverse environmental factors
• Recovery support in response to significant data loss; any loss of data on devices not protected
by an approved backup; or the loss of functionality or data as the result of a virus, malware,
ransomware, or intrusion
• Programming, alteration, or modification of software or website content or code
• Dedicated training services for any software, hardware, or business practice
• Office relocations (including user home offices), or any reconfiguration of a substantial portion
of the infrastructure
• Labor or parts required for the installation, upgrade, physical maintenance or mechanical repair
of client’s hardware
• Travel or lodging necessary to provide onsite services to locations greater than 125 miles from
an IntelesysOne office.
• The implementation of new hardware, software (in excess of reinstalls or upgrades during the
course of troubleshooting), or services.
2. Performance Standards:
IntelesysOne is continually recognized when working with cities similar to La Quinta because we
understand that technical knowledge and experience are only a piece of the solution. It is equally
critical that your IT partner understands the municipal environment and has a full-focus solution
that incorporates budgeting, lifecycle management, end-user education, and much more –
customized specifically to La Quinta’s developing needs.
Using a suite of best-practices we worked with a former CIO of the FBI to identify, IntelesysOne delivers
on much more than just day-to-day IT support. We integrate ourselves fully with your operations and
align our processes directly with the goals of the City of La Quinta to ensure that we provide a level of
attention, understanding, and service that truly is unique in the IT industry.
Our Approach to End User Support:
IntelesysOne has developed a unique approach to supporting our clients that makes us stand out
among others. We put users first in everything we do. What exactly does this mean? We support
PEOPLE, not devices. Don’t get us wrong – we definitely manage and maintain the technology your
staff relies on. Our primary focus, however, is on making sure the employees of the City of La Quinta
get the level of dedicated, personal attention they require.
We have learned that when we put people first and work to truly understand what it is they need, we
can deliver a much higher level of service than if we simply focused on “fixing devices.” Where there is
a natural tendency for engineers to be focused on the technical issues and solution, we continually work
hard to make sure we remove any blinders that might prevent us from getting to the root of an issue
quickly. This allows us to see solutions and identify potential trends on a much larger scale.
Our team starts with understanding the user’s requirements in each interaction so that we can make
sure we are delivering upon their needs and expectations each and every time. What do we mean by
this? Traditionally, a report of “I can’t print,” could very quickly turn into a La Quinta staffer waiting as a
technician troubleshoots a faulty printer, when what it truly needed is to first find an interim solution for
printing a document that might be needed right away. The IntelesysOne team understands this, and it’s
this focus that allows us to lead the way in customer service.
This begins on day one, when our team literally introduces IntelesysOne in person to everyone in the
city – making sure they know who we are, how we can help them be the most productive, and how to
reach out for support when they need it. It is important to us that users are comfortable knowing how
easy and fast it is to get help from IntelesysOne, understanding that they have us to lean on.
The City of La Quinta will be provided with a dedicated private phone number and email address you
can use to contact IntelesysOne. This immediately routes calls and emails to our Government Support
Team who know your environment through and through. Callers will be greeted by someone
identifying themselves as “La Quinta IT Support”, and calls during business hours will be warm-
transitioned directly to an engineer who can provide assistance right away.
Traditionally, IT issues can be frustrating and any disruption they cause to users can be aggravating.
We have found that the experience we provide can make all the difference when your team knows
we’ve got their back.
Our Approach to Systems Management & Monitoring:
IntelesysOne utilizes best-in-class tools to maintain a constant awareness of the health of the City of La
Quinta’s network environment, servers, workstations, and vital applications such as Exchange. Our goal,
first and foremost, is to avoid downtime and user issues by performing proactive maintenance and
monitoring to ensure that systems remain within expected thresholds. Our team uses a blend of
automation and hands-on expertise to ensure your IT operations are reliable and predictable.
Servers are consistently reviewed and assessed for performance, security risks, and updates. Patching
and upgrades are overseen by skilled server technicians with the ability to lab-test changes prior to
deploying them into production where they can impact your operations.
Similarly, we put the same attention and care into the appliances that run your network, from switches
to access points, including firewalls, edge appliances, VoIP controllers, and more. Our team tracks
appliance traffic, performance, and available firmware to make sure these critical components are
updated and operating at their peak performance.
IntelesysOne provides high expertise when it comes to ensuring the City of La Quinta is running on an
efficient, fast, secure network backbone. Our team of engineers is well-versed in designing and
managing network traffic flow, routing, and QoS (Quality of Service) – between offices and between
sites – to ensure that business-critical applications are accessible, prioritized properly, and delivered
using the most effective means possible.
Ongoing Support Team:
IntelesysOne will provide the City of La Quinta with a dedicated account manager, designed to bring
CIO-level oversight and input to the IT operations of the city.
When providing support uses a combination of onsite and remote support to meet the needs of its
managed IT clients. Our in-house Service Dispatcher triages every ticket independently and identifies
the most ideal method of resolving the issue in the fastest and most effective manner possible.
All support is provided by our 100% Ontario, California-based team of engineers, with Level 1, Level 2,
and Level 3 technical resources available within minutes of La Quinta. With no outsourcing of our
support staff, we are able to ensure that the city will always be in the hands of those who are most
familiar with its operations.
IntelesysOne’s service delivery and standards are based on the ITIL framework. This foundation
provides best-practices for IT processes, staffing, strategic planning, acquisition and lifecycle
management and more.
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
The ($) (“Contract S u m ”).
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
this Agreement.
of
Based on hours used
Exhibit C: Schedule of Performance
IntelesysOne’s White Glove Onboarding – Initial Services:
IntelesysOne’s White Glove Onboarding process was designed to deliver an incredibly smooth
transition from your existing IT support to our team. As we begin our engagement with the City of La
Quinta we can customize the actual timeline to accommodate the city’s needs and existing schedule.
The following is an example of how we have onboarded similar clients over period of 3-4 weeks:
1. Week 1 – Client Setup & Provisioning
a. Conduct initial user enrollment
• Collect pertinent data on all managed users within the City of La Quinta
• Add user data to IntelesysOne internal systems for managing communication,
requests from users, and approval verifications
b. Provision client services
• Create all necessary accounts in IntelesysOne monitoring tools, documentation
and inventory platforms, DNS/web hosting, antivirus, web protection, and email
protection.
• Implement IntelesysOne AD user account
c. Onsite deployment of agents and asset tags
• Affix management asset tags to all devices and record with client inventory
• Generate tag file on computers
• Install management and support agents
d. Full documentation of the environment
• Review all existing documentation provided by the City of La Quinta and the
previous IT provider
• Conduct 500-point Onboarding Assessment, reviewing and documenting all
aspects of the City of La Quinta’s network environment, processes, third-party
vendors, and more
e. Conduct onsite End-User introductions.
• Per the city’s preference, this can be accomplished as brief presentations to users
in group settings, 1-on-1 introductions by the IntelesysOne team at end-users’
desks, or a combination.
2. Week 2 – Analysis & Implementation
a. Implement IntelesysOne credential standards and document accordingly
• Change passwords for router, switches, and other discovered devices
• Change password for client’s AD admin user account
• Push local management credentials to all workstations
b. Generate a Network Health Snapshot
• Run initial onboarding Health Reports as a baseline for future comparison and
measurement
• Prepare report of any initial observations and recommendations
c. Go-Live Readiness review
• The City of La Quinta and IntelesysOne meet to review initial findings during
onboarding and certify that both parties are ready for IntelesysOne to assume
support and management
• Verify monitoring/patching readiness and enable
3. Week 3 – GO LIVE & Start of Regular Management
a. Communication with users
• Together, city leadership and IntelesysOne send an email to all staff reminding
them of the coming transition, reiterating any new processes for obtaining
support. (This should be sent 2-3 days prior to the transition.)
b. Provide onsite support for Go Live
• Engineers onsite at key locations
c. First week follow-up meeting with IntelesysOne and City of La Quinta
• Review Go-Live success and any notes
• Schedule initial City Technology Planning meeting – a regularly recurring meeting
to ensure IntelesysOne and the City of La Quinta remain aligned
4. Week 4 – Onboarding Review & Initial City Technology Planning Meeting
a. Review initial ticket submissions and End User adoption
b. Conduct City Technology Planning meeting
c. Address any punchlist items generated throughout the onboarding process
d. IntelesysOne prepares an Onboarding Report that may be submitted to City Council for
review of the completed process
IntelesysOne’s Government SLAs – Ongoing Support & Engagement:
IntelesysOne has additionally developed finely-tuned Government SLAs that we use to ensure our
response and service delivery meet the demanding needs of municipalities like the City of La Quinta.
Tickets are always address in the order of identified priority, and within the thresholds of our
Government SLA.
The following IntelesysOne Government SLA Chart illustrates our commitment to delivering our clients
the best levels of support. The Maximum Response Time identified below is the longest duration you
can expect to wait for an engineer to be personally addressing your reported issue. The Escalation Time
is the interval by which the assigned engineer or team must check in with IntelesysOne management to
ensure that appropriate progress is being made and the most idea path(s) to resolution are being taken.
Priority
Maximum Response Time
Escalation Time
Priority 1: EMERGENCY
Significant number of users prevented from performing a key function of their job due to a failure of connectivity, a critical server or appliance, or a line-of-business application.
15 Min
24 HOURS
1 Hr
24 HOURS
Priority 2: URGENT
Significant number of users prevented from utilizing a secondary (supporting) server, appliance, or application.
Issue representing a sign of eminent failure of any of the above would result in a Priority 1 or Priority 2 condition.
30 Min
OFFICE HOURS
3 Hr
OFFICE HOURS
Priority 3: STANDARD
Issue affecting a non-critical function of one or a few users resulting in an inconvenience or frustration.
1 Hr
OFFICE HOURS
8 Hr
OFFICE HOURS
Priority 4: NON-IMMEDIATE
Issue not requiring immediate attention. These are often requests which may be addressed within a reasonable time or at the next scheduled onsite visit.
4 Hr
OFFICE HOURS
16 Hr
OFFICE HOURS
Additionally, we monitor our service delivery performance in real-time so that we can make on-the-fly
adjustments with live data to improve overall response and client experience:
Exhibit D: Special Requirements
IntelesysOne does not have any special requirements.
Exhibit E
Insurance Requirements
Insurance. Prior to the beginning of and throughout the duration
of this Agreement, IntelesysOne shall maintain and keep in full
force and effect providing insurance with minimum limits as indicated
and issued by insurers with A.M. Best ratings of no less than A-VI:
below
Cyber Liability – Coverage and minimums met or exceeded
Commercial General Liability Coverage and minimums met or exceeded
General Liability Additional Insured Coverage
and minimums met or exceeded
General Liability Primary and Non-contributory
Commercial Auto Liability Coverage and minimums met or exceeded
Errors and Omissions Liability Coverage and
minimums met or exceeded
Workers’ Compensation Coverage and minimums
met or exceeded
Workers Compensation with Waiver of Subrogation
Coverage and minimums met or exceeded
Exhibit F
Indemnification
IntelesysOne, if awarded the contract, shall indemnify for the benefit of the
city of La Quinta as follows:
Indemnification for Professional Liability
Indemnification for Other Than Professional Liability
Indemnity Provisions for Contracts Related to Construction
Indemnification Provision for Design Professionals