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Acorn Technology ServicesMarlcftplam-dty Company: Acorn Technology Services Email: cwolynez@acorntechservices.com Contact: Craig Wolynez Address: 1960 Chicago Avenue, Suite E9 Riverside, CA 92507 Phone: N/A Website: N/A Submission Date: Feb 28, 2024 8:22 PM Marketplace.city Marketplace.city General Andrew Watkins, President and COO 500 West Madison, Chicago, IL 60661 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services RESPONSE DEADLINE: March 1, 2024 at 7:00 pm Report Generated: Monday, March 4, 2024 Acorn Technology Services Response CONTACT INFORMATION RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services ADDENDA CONFIRMATION Addendum #1 Confirmed Feb 26, 2024 5:49 PM by Craig Wolynez QUESTIONNAIRE 1. Solution Overview of your offerings and solution PLEASE PROVIDE A 2 -PAGE SOLUTION NARRATIVE DESCRIBING YOUR PROPOSED SOLUTION AND HOW IT FITS THE CITY OF LA QUINTA'S NEEDS.* Please be sure to address the following: (a) Number of years in business (b) Taxpayer identification number (c) Number of years performing Managed IT Services (d) Resumes of the Project Manager and key personnel who will be responsible for performance if any agreement results from this RFP (e) Firm ownership and if incorporated, list the state in which the firm is incorporated and the date of incorporation (f) If the firm is a subsidiary of a parent company, identify the parent company City_of_La_Qu i nta_-_Fi na I. pdf 2. Cybersecurity PLEASE CONFIRM YOU ARE ABLE TO PROVIDE CYBERSECURITY/NETWORK SECURITY SERVICES, INCLUDING ANTI-VIRUS, SECURITY UPDATES AND PATCH MANAGEMENT.* Yes RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 2 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services PLEASE DESCRIBE YOUR INCIDENT RESPONSE FOR A SECURITY EVENT.* Maximum response length: 300 characters Accra has a robust Incident Management process. Once the incident is reported by a user or detected on the network by mor;itoring & management tools Laptops, Servers or any other network device. Acom follows the below incident process. 1. Remove the compromised device from the network by unplugging or disabling network connection immediately. Do not pov/er down the device. . Disable the compromised account(s): change passveords if needed. 3. 1mmedlately escalate the incident to the Incident Response Team which consists of the Oybersecurity team, Systems Engineering team and the custom contact_ a. Notify applicable authorities if prosecution is desired and possible based on the evidence collected. 4. Oybersecurfly and Systems Engineering teams to further deteFmIne #raw the attacker gained access and immediately disable any rogue access. a. Format and rebuild the device. Restore any needed data from the last known good backup of the device and bring the device back online. 5. Create a detailed event log documenting each step taken during incident identification and mitigation. G. IdentiA, v u I n erability that caused #fire incident, implement vulnerability fix on ala devices organization wide to ensure no other device is impacted by the vulnerability_ S. DOC LIrnent lessons learned including haw did the Incident Response team performed. update incident management policy if needed. RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 3 (mall to: Cal IS 95I 794 35M. hQlprlesk arnrnleFhseF Average answer IirnL, is vi€es_€am_ 30 seconds. Ac"owledgement He pdoxk U/11.2 (5 mini a mail to user with ticket - Identify issue riumber wil-hin 5 Identilyunpa[.L minutes_ Identify priority CrIticai (yes{rx)] Senior E"eering Helpdmit Ll{I r0501we in 66 ZO ininutes7 Senior If issue is resolved in 20 Fngitleariagro senior EhgIneering minutes, then inform atve according to led ill -w. CijSl[kmer arrd Anse Prilorky 1l-wtidteLei diK-unnect call. Resolve issue within VO InddenL manag ertaent process. iraill LAP6. IRtomD the - Conf call spiii OFf iri 5 minuIres cummer and cNw Che Ifnrnedialelyirtfrxm Axr-ounl ticket_ RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services HAVE ANY OF YOUR CLIENTS EXPERIENCED A RANSOMWARE ATTACK IN THE LAST 12 MONTHS? IF SO, HOW DID YOUR COMPANY RESPOND?* Maximum response length: 300 characters None of Acorn's customers have experienced a ransomware attack in the last 12 months. ARE YOU ABLE TO ADMINISTER AND MANAGE ON-GOING TRAINING PROGRAMS AND REGULAR PHISH AND RELATED TESTS FOR ALL LA QUINTA EMPLOYEES? Yes PLEASE LIST ANY CYBERSECURITY CERTIFICATIONS THAT YOUR COMPANY HAS ACHIEVED.* Maximum response length: 300 characters Acorn has following cybersecurity certifications. 0 ISC2 CISSP • Certified Ethical Hacker 0 CISCO CyberOPS 0 42 CAS Certified Engineers • Microsoft 365 Cybersecurity PLEASE DESCRIBE YOUR APPROACH TO REAL-TIME PERIMETER MONITORING.* Please specify the ability to access real-time security information and log data, as well as stored logs. Maximum response length: 300 characters Yes. Acorn utilizes Cynet EDR to monitor the security telemetry and health of all the servers and PCs/Laptops. Acorn also utilizes Tenable 10 to constantly monitor for vulnerabilities and create remediation plans. Acorn also utilizes Celerium for firewall log management and threat detection. RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 5 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services DO YOU MAINTAIN 24/7/365 HEALTH MONITORING AND AVAILABILITY OF THE DELIVERY PLATFORM?* Maximum response length: 300 characters Yes. Acorn utilized DattoRMM and Auvik advanced monitoring and management systems to monitor all network devices including servers, PCs, laptops, firewalls, switches, and WAPs. Acorn's 24x7x365 SOC team monitors all health and cyber events and take corrective measures according to our processes. DO YOU PROVIDE ANNUAL SECURITY ARCHITECTURE REVIEW AND VULNERABILITY ASSESSMENTS?* Maximum response length: 300 characters Yes. Acorn conducts cybersecurity review twice yearly. Vulnerability scans are conducted on a regular basis using Tenable 10. 3. Network Reliability PLEASE CONFIRM YOU OFFER NETWORK MANAGEMENT AND INFRASTRUCTURE SUPPORT SERVICES.* Yes CAN YOU PROVIDE INSTALLATION, CONFIGURATION, ADMINISTRATION, AND MAINTENANCE OF ALL NETWORK EQUIPMENT INCLUDING SWITCHES, FIREWALLS, ROUTERS, CABLING, WIRELESS ACCESS POINTS, AND OTHER DEVICES?* Yes PLEASE LIST THE STEPS TAKEN TORE PAIR AN INTERNET OUTAGE, INCLUDING COMMUNICATION AND ESCALATION PROTOCOLS. HOW LONG DOES IT USUALLY TAKE TO RESTORE INTERNET, AND HOW OFTEN DO CLIENTS HAVE OUTAGES?* Maximum response length: 300 characters Acorn utilizes failover WAN for providing internet redundancy. Our 24x7x365 NOC team monitors the internet connectivity and engages the customer ISP and other Acorn internal teams as soon as the internet circuit goes down until resolution. Internet service reliability/outages highly depends on ISP. ARE YOU ABLE TO OFFER 24/7/365 SYSTEM MONITORING AND EMAIL MONITORING?* RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 6 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services Yes PLEASE CONFIRM YOU ARE ABLE TO CONDUCT A NIGHTLY BACKUP PLAN FOR CRITICAL SERVERS, INCLUDING A REGULARLY -TESTED RECOVERY PROCESS* Yes CAN YOU PROVIDE SUPPORT SERVICES FOR VOIP /ANALOG TELEPHONE MANAGEMENT? Please list any specific experience with Mitel. Maximum response length: 300 characters Acorn has extensive experience in supporting Mitel and other phone systems like Zoom, Teams, 8x8 and Ring Central for our customers. And yes, Acorn can provide support services for VOIP/Analog telephone management. 4. Device/Hardware Management CAN YOU PROVIDE ALL MAINTENANCE, MONITORING, AND SUPPORT FOR HARDWARE (SERVER, DESKTOP, LAPTOP, MOBILE), AND INVENTORY CONTROL AND MANAGEMENT (HARDWARE AND SOFTWARE)?* Yes IF NO, PLEASE ELABORATE. Maximum response length: 300 characters N/A PLEASE CONFIRM THAT YOUR SERVICES COVER PROCUREMENT MANAGEMENT (SELECTION OF COMMERCIALLY RATED EQUIPMENT, ORDER PLACEMENT, ORDER TRACKING, SHIPPING, EQUIPMENT RETURNS, AND SOURCING AND ORDERING OF REPLACEMENT PARTS).* Yes RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 7 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services IF NO, PLEASE ELABORATE. Maximum response length: 300 characters N/A WHAT IS YOUR PROCESS FOR KEEPING TRACK OF ALL LA QUINTA IT INVENTORY? Maximum response length: 300 characters Acorn manages the City's inventory with a propriety system that leverages SmartSheet, Datto RMM, ScalePad and IT Glue. The inventory is kept updated by the Account Manager and the City Engineering team. The inventory that is managed includes Computers, Mobile Devices, Tablets, Servers, Storage, etc. 5. Customer Service/Help Desk Support PLEASE DESCRIBE THE CUSTOMER SERVICE AND HELP DESK SUPPORT YOUR SERVICES PROVIDE. (For example, 24/7/365 support) Maximum response length: 300 characters Acorn provides 24x7x365 helpdesk services for all technology related issues. Acorn utilizes Autotask ticketing system to track all service requests from creation to resolution. Acorn also utilizes Bright Gauge to provide live ticket reports and infrastructure reports. PLEASE DESCRIBE THE LOCATION OF YOUR OFFICE HEADQUARTERS. Maximum response length: 300 characters Acorn is headquartered at 1960 Chicago Ave, Suite E9, Riverside CA 92507. DO YOU HAVE A LOCAL OFFICE IN SOUTHERN CALIFORNIA WITHIN A 2 -HOUR DRIVE FROM LA QUINTA? (NOTE: YOUR PROPOSAL MAY BE DISQUALIFIED IF YOU ARE UNABLE TO PROVIDE ONSITE STAFFING FOR THE CITY, OR DO NOT HAVE AN OFFICE IN SOUTHERN CALIFORNIA)* Please specify where your local office is located. RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 8 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services Maximum response length: 300 characters Yes. Acorn's headquarters is 81 minutes from City of La Quinta. DURING BUSINESS HOURS, HOW LONG WOULD IT TAKE SOMEONE TO ARRIVE ON-SITE IN THE EVENT OF AN IT EMERGENCY? <1 hour DURING AFTER HOURS, HOW LONG WOULD ITTAKE SOMEONE TO ARRIVE ON-SITE IN THE EVENT OF AN IT EMERGENCY? 1-2 hours ON-SITE STAFFING AVAILABILITY? (NOTE: YOUR PROPOSAL MAY BE DISQUALIFIED IF YOU ARE UNABLE TO PROVIDE ONSITE STAFFING FOR THE CITY) Is your firm able to provide a minimum of 2 on-site desktop technicians, with one of the two technicians being proficient in Networking? Yes, Acorn will be able to fulfil the requirements of both the desktop and network technician. WILL THE ON-SITE TECHNICIANS BE ABLE TO WORK CONCURRENTLY WITH CITY STAFF'S WORK SCHEDULE, INCLUDING AS -NEEDED ADJUSTMENTS TO WORK LATER HOURS FOR EVENTS SUCH AS CITY COUNCIL, COMMISSION HEARINGS, AND SPECIAL EVENTS AT CITY HALL AND OTHER LOCATIONS?* (Monday through Friday 7:30am to 5:30pm) (Tuesdays may require working as late as 10pm occasionally with notice in advance) ONE ON-SITE TECHNICIAN MUST ALWAYS BE PRESENT Yes PLEASE DESCRIBE THE GUARANTEED AND AVERAGE RESPONSE TIME FOR REQUESTS DURING BUSINESS HOURS AND AFTER HOURS. Maximum response length: 300 characters RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 9 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services Acorn Technology Services has the most aggressive SLAB in the MSP industry. Acorn ranks in the top 10% of the MSPS in the United States with regards to response SLAB and resolution SLAB. The guaranteed SLA response time and average response time for year 2023 is provided in 5.9 below. PLEASE UPLOAD RESPONSE TIME AND SUPPORT SLAS. * SLA_response_times_and_2023_SLA_performance.jpgSLAs.jpg WHAT IS THE AVAILABILITY OF KEY STAFF DURING NORMAL BUSINESS HOURS? Maximum response length: 300 characters As the City has experienced over the years, Acorn's key staff members are readily available to service the City during business and after hours alike. Our CIO/Account Manager, Directors and Managers have made themselves readily available and respond within minutes. ARE THERE ANY PENALTIES FOR YOUR COMPANY IF GUARANTEED RESPONSE TIMES AREN'T MET?* Maximum response length: 300 characters No. However SLA's are tracked by the management team on a weekly basis to ensure we always achieve our SLAS. If weekly SLAS are not met, Helpdesk and Systems Engineering team takes corrective measures to get the SLA back on track. DESCRIBE YOUR WORK ORDER/TICKET SYSTEM. Maximum response length: 300 characters Acorn utilizes AutoTask ticketing system for order/tickets. Ticket acknowledgements, updates and resolution details are sent via the ticketing system. WHAT ARE THE STEPS USED TO ESCALATE CHRONIC OR CHALLENGING PROBLEMS?* Maximum response length: 300 characters Acorn tracks trends using Bright Gauge ticketing dashboards. As and when a trend or a problem is identified the Account Management team/CIO shares the feedback in the bi-weekly customer meetings. RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 10 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services 6. Organizational Governance THE SELECTED LA QUINTA MANAGED IT SERVICES PARTNER IS EXPECTED TO CONTRIBUTE TO ORGANIZATIONAL GOVERNANCE AND SUPPORT AND ADHERE TO CITY RULES AND REGULATIONS. PLEASE CONFIRM YOU CAN PROVIDE THESE SERVICES.* Yes PLEASE SELECT WHETHER YOU CAN PROVIDE THE FOLLOWING. User onboarding/offboarding Active Directory Management System, network, and application documentation Regular reporting on purchases, assets, current activities and issues, and project status reports Provide customized IT policies and provide best practices and recommendations Have experience in Surplusing and Auditing based on State of California compliance activities for Cities 7. Management of Existing Enterprise Applications DESCRIBE HOW MAJOR SOFTWARE UPGRADES WILL BE APPLIED. ARE THERE EXTRA FEES FOR UPGRADES? IF SO, PLEASE DESCRIBE.* Maximum response length: 300 characters Major software upgrades are handled as projects and the consulting fees for such projects is listed in pricing proposal. For clarity, (updates vs upgrades), while updates are included, major upgrades are not included as part of managed services. PLEASE DESCRIBE YOUR EXPERIENCE ADMINISTERING MICROSOFT 365 FOR CLIENTS. PLEASE DESCRIBE ANY MICROSOFT 365 CERTIFICATIONS YOU HOLD. * Maximum response length: 300 characters RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 11 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services Acorn's team has expert knowledge with Microsoft 365 platform. From user provisioning, day to day management to advanced security e.g., Data Loss Prevention, DKIM, DMARC, Encryption, Backup, Security Defaults, Unified audit logs, folder protection, alerts, permissions and Intune MDM. PLEASE DESCRIBE YOUR FAMILIARITY AND EXPERIENCE WITH OTHER EXISTING LA QUINTA TECHNOLOGY, AS LISTED IN THE OPPORTUNITY OVERVIEW ABOVE. * Please be sure to highlight technologies you are unfamiliar with. Maximum response length: 500 characters Acorn is expertly familiarized with the City's core network, core systems, server and applications, M365, licensing, inventory, workstations and mobile devices as we currently support and have implemented most of these systems for the City over the last 5 years. Acorn has expert knowledge of the physical network layout for all 9 locations including Cyber strategy, application footprint, network redundancies, backup and disaster recovery strategies and protocols. 8. Strategic Adoption of New Technologies PLEASE CONFIRM YOU CAN ASSIST THE CITY IN ADOPTING AND IMPLEMENTING NEW TECHNOLOGIES.* Yes WHAT IS YOUR PROCESS AND CRITERIA FOR EVALUATING NEW SOFTWARE AND HARDWARE?* Maximum response length: 300 characters Every new application, software or hardware has to be reviewed and approved by Acorn's Cybersecurity team. During this review the cybersecurity team ensures that the application, software or hardware will not impact the overall security of the Cyber program at the City. PLEASE PROVIDE SPECIFIC EXAMPLES OF HOW YOU HAVE WORKED WITH CUSTOMERS THAT BEGAN WITH SIGNIFICANT TECHNOLOGY LIMITATIONS AND HELPED TO SUCCESSFULLY TRANSFORM THEM INTO ORGANIZATIONS WITH WELL PLANNED AND EXECUTED TECHNOLOGY STRATEGIES? WHAT WERE THE CRITICAL SUCCESS FACTORS IN THIS TRANSFORMATION?* RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 12 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services Maximum response length: 500 characters Trend Management: Analysis of organizational issues Strategic Planning: We then present long-term solutions to fix issues Communication: We communicate with our stake -holders in a meaningful, non-technical manner; simplifying how IT investments will make the organization more efficient and how investments will show a return overtime. Solution Proficiency: We recommend affordable solutions that keep our clients safe, modern, and effective. Projects include ERP, VOIP, Azure, 0365, etc. 9. Prior Experience and Case Studies HOW MANY TOTAL STATE AND LOCAL GOVERNMENTS USE YOUR COMPANY FOR MANAGED IT SERVICES?* 11-25 ARE THE MAJORITY OF YOUR CLIENTS IN THE PUBLIC SECTOR OR THE PRIVATE SECTOR? PLEASE PROVIDE AN ESTIMATED PERCENTAGE BREAKDOWN IF POSSIBLE. * Maximum response length: 100 characters Acorn has 48 clients, 13 of which are public sector clients, 27% of Acorn's overall client base. PLEASE PROVIDE REFERENCES FOR THE CITY OF LA QUINTA* Please download the below document, complete, and upload. • Marketplace.city Reference .. Marketplace.city_Reference_Document.xlsx 10. Pricing and Model PLEASE PROVIDE A PRICING ESTIMATE TO THE CITY BASED ON THE INFORMATION PROVIDED IN THIS RFP.* RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 13 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services Please download the below document, complete, and upload. Please be sure to include a detailed fee schedule for the services requested by this RFP and any complementary services offered along with corresponding prices. The initial contract is anticipated for a period of 5 years commencing on or before July 1, 2024, with the potential for an option to renew it for two additional years. Please include renewal costs as well. • Basic Pricing Temr)late .xlsx Acorn_Basic_Prici ng.xlsx PLEASE DESCRIBE THE KEY INFORMATION YOU WILL NEED FROM THE CITY OF LA QUINTA IN ORDER TO PROVIDE THEM WITH A MORE ACCURATE PRICING ESTIMATE.* Maximum response length: 300 characters No information is needed from the City at this time. PLEASE UPLOAD ANY STANDARD PRICING DOCUMENTS YOU WISH TO SHARE. Pricing_Worksheet.xlsx 11. Implementation PLEASE DESCRIBE YOUR IMPLEMENTATION METHODOLOGY, INCLUDING AVERAGE IMPLEMENTATION TIME.* Maximum response length: 500 characters Acorn currently support the City's technology infrastructure and application footprint. There will be no implementation time or cost. IF WE ELECT TO MOVE FORWARD WITH YOUR COMPANY, WHAT CITY OF LA QUINTA RESOURCES WOULD YOU REQUIRE (E.G., INFORMATION, DATA, STAFF RESOURCES, COMMUNICATION) DURING MIGRATION AND ON AN ONGOING BASIS?* Maximum response length: 300 characters Acorn currently support the City's technology infrastructure and application footprint. There is no requirement of La Quinta resources. RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 14 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services 12. Other PLEASE SIGN THE FOUR SUPPLEMENTAL DOCUMENTS ATTACHED. 1. Acknowledgement of Insurance Requirements (Attachment 2) Proposals must include a written statement that, if selected, the proposer will provide the minimum insurance coverage and indemnification noted in Exhibits E and F, respectively, of the City's Agreement for Contract Services included as Attachment 1. 2. Non -Collusion Affidavit (Attachment 3) Proposals must include an executed Non -Collusion Affidavit, included as Attachment 3, executed by an official authorized to bind the firm. 3. Acknowledgement of Addenda (Attachment 4) If any addendum/addenda are issued, the proposer shall initial the Acknowledgement of Addenda, included as Attachment 4. ATTACHMENTS 1. Agreement for Contract Services 2. Insurance Requirements Acknowledgement Must be executed by proposer and submitted with the proposal 3. Non -Collusion Affidavit Must be executed by proposer and submitted with the proposal 4. Addenda Acknowledgement Must be executed by proposer and submitted with the proposal • SuDDlemental Attachments .docx Supplemental_Attachments_Acorn.pdf PLEASE INDICATE ANY BUSINESS DESIGNATIONS YOU HAVE: Select all that apply. RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 15 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services Local to California ANYTHING ELSE YOU WANT TO TELL US?* Is there anything else important we should know about your solution, company or proposal? Please upload any supporting documents. relationship.pdf BY SUBMITTING, I UNDERSTAND THAT THE CITY OF LA QUINTA AND MARKETPLACE. CITY WILL RECEIVE THIS INFORMATION. I HAVE READ AND UNDERSTAND THE TERMS OF THIS OPPORTUNITY.* Confirmed RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 16 acorn TECHNOLOGY SERVICES 1960 Chicago Ave Ste E9 ■ Riverside, CA92507 phone 951.784.3500 - fax 951.320.7066 aco rntech sere i ce s.com a corn TECHNOLOGY SERVICES Information Technology Managed Services City of La Quinta Feb 16th, 2024 -1-1 Page acorn TECHNOLOGY SERVICES 1960 Chicago Ave Ste E9 ■ Riverside, CA92507 phone 951.784.3500 - fax 951.320.7066 aco rntech sere i ce s.com 1. SOLUTION Introduction and Principles Acorn has had a successful partnership with The City of La Quinta since 2019! We are pleased to propose extending our engagement as we are confident that our solutions and offerings are uniquely and ideally suited to the City. We are committed to continuous improvement and extraordinary service. Our strive for excellence is based on the following principals: Partnership Acorn has built its success on creating partnerships, not collecting customers. We act as an extension of our City partners, providing an Enterprise -grade IT department that acts and feels like they are a part of the City. Full -Service Acorn provides our City partners with end-to-end Enterprise IT Department including: - CIO: Responsible for the Strategy, Budgeting, Road -mapping, and Governance. - Account Manager: Oversees execution of the strategy. - Director of IT: Ensures all facets of IT Infrastructure are functioning effectively. - Technical Manager: Oversees the on-site City Systems Engineering team. - PMO: Ensures all IT projects are delivered on time and on budget. - Procurement: Ensures that IT assets are procured by leveraging available City contracts and incentives. - On -Site Engineers: Two Full -Time Employees that will reside at the City providing white glove service to its employees. - 24x7x365 Helpdesk: Our helpdesk follows the ITIL framework. From L1 through seasoned Systems Engineers, we are always available to keep the City operational. - 24x7x365 NOC: Our Network Operations Center is continuously monitoring your servers and network to keep the City operational. - 24x7x365 SOC: Our Security Operations Center is continuously monitoring your Security stack for anomalies in order to keep the City secure. Governance Acorn has adopted COBIT (Control Objectives For Information & Related Technology) governance framework for running our organization. Acorn has tailored the COBIT model to accommodate our customer's and Acorn's requirements. Below are the main principals of Acorn's COBIT governance framework: - Holistic Approach to understanding customer's objectives - Governance distinct from management and operations - Dynamic governance management and operations - Securing the organization from end-to-end - Core values -2-1Page acorn TECHNOLOGY SERVICES 1960 Chicago Ave Ste E9 ■ Riverside, CA92507 phone 951.784.3500 - fax 951.320.7066 aco rntech sere i ce s.com Standards Based on Acorn's governance model, Acorn adheres to the following Industry Standards: - COBIT Framework - ITSM Principles - NIST Standards - ITIL Differentiators: - We are driven by our Core Value (Excellence, Integrity, Accountability, Empathy, Diversity, Fun!) - We prioritize Strategy & Governance with Partnership and Effective Communication; we can only service our City customers if we truly understand the organization and where they are going. - Expertise: Our qualifications and certifications are extremely strong and detailed in this document. - Experience: Our leadership team alone has decades of experience in IT! - Communication: is the key to a successful partnership. We prioritize our interactions and staying connected. - Technology: We've invested heavily in tools that will make our services effective, efficient, and comprehensive. Our Core Value of 'Excellence' drives us to learn from our mistakes, modify our processes when necessary, and to be the very best at what we do. Overview of Offering and Solutions IT budgeting and forecasting Our City customers love the 5 -year budgets we prepare for them annually. The budgets are extremely comprehensive and cover: Hardware Renewals (including labor costs), Licensing renewals, domain and SSL renewals, Project Initiatives, Hosted Services, and Security Initiatives. Our cost projections typically are accurate +/- 5%. These budgets are useful in giving transparency to future spending, making City Council appropriations more predictable. Innovative technology products & services Since technology is a core part of our business, we dedicate an immense number of resources to educational endeavors including peer groups, ongoing training, and industry conventions. It is imperative that we know what's coming around the bend and educate our customers along the way. Our annual budget meetings and Quarterly Reviews are a great way for Acorn to introduce new technologies to our City partners. Here, we collectively work new solutions into future budgets. Acorn's R&D team reports into the VP of Technical Operations and Cybersecurity. This team continuously looks out for the best products and services for Acorn and its customers. New technologies, services or ideas are brought to Acorn's governance team for review, and productization. -3-1 Page acorn TECHNOLOGY SERVICES 1960 Chicago Ave Ste E9 ■ Riverside, CA 42507 phone 951.M4.3506 - fax 951.320.7066 aco rntech sery i ce s.com Helpdesk & desktop support The Acorn helpdesk team is a 24x7x365 team which provides desktop support to its customers on an always -on model. Some of the core helpdesk/desktop support services provided by Acorn are mentioned below. Helpdesk support is available as part of this proposal. We have a toll-free Help Desk telephone number where users can call for assistance. Users can also send email requests for assistance at helpdesk@acorntechservices.com City will have a dedicated Account Manager. The City can escalate all problems and unsatisfactory solutions to their Account Manager who will then assist with ensuring all problems are addressed in a timely manner. For day-to-day IT issues, users will engage the helpdesk who will then triage the issue and help resolve. If the helpdesk is unable to resolve the issue then our helpdesk managers will prioritize and escalate the issue to senior engineering teams for assistance. Ticket generation, customer communicatio n & ticket First line of management. support for all RMA suL_ pport. technology related issues. Document issues and information. Printer management on workstations and print server. Troubleshoot and resolve issues on company workstations. 24x7x365support via telephone and email. Escalate issues to vendors if needed. ConfigureLine of workstations Business (LOB) to connect to Application network support and escalation to printer/scann 0365 and vendors if er. Microsoft required. applications support. -4-1Page acorn TECHNOLOGY SERVICES 1960 Chicago Ave Ste E9 ■ Riverside, CA 42507 phone 951.784.3506 - fax 951.320.7066 aco rntech sery i ce s.com Helpdesk availability & response times Helpdesk, as mentioned, is 24x7x365. Response time and SLA details are listed below. Acorn Technology Services has the most aggressive SLAB in the MSP industry. Acorn ranks in the top 10% of the MSPs in the United States with regards to response SLAB and resolution SLAB. • • • - Major outage impacting all users. Priority 1 (Critical) - Significant revenue loss, legal implication, virus attack or reputational impact Outage impacting most of -5-1Page the users but not all of the Priority 2 (High) users. - Business critical application down but not impacting all users Single user impact Priority 3 Business application e.g., (Normal) ERP, Office, Email, Internet outage etc. -5-1Page acorn TECHNOLOGY SERVICES 1960 Chicago Ave Ste E9 ■ Riverside, CA92507 phone 951.784.3500 - fax 951.320.7066 aco rntech sere i ce s.com Service level metrics: 2023 performance On average, 92% of the issues (31,499 tickets) escalated by customers to Acorn's helpdesk were resolved in under 90 minutes in the year 2023. The remaining 8% of the issues were primarily related to procurement requests and new user onboarding requests which do take more than 15 minutes to resolve. call Tme - nq, cin l,a-9n�n� � aw•umwnalnln�„ - la�u•n ten wen.�r�e � A.# 1*4 -9 . —11 m-34 +.r7 A,— v,1 u,P -14 k-4 4n 19 MV 411E A0P a-45 W91 4,N W9 4119 0.T- an ie Pl— After hours support After-hours support is included in this proposal. After hours support includes: Average call handling time: 14.73 minutes. Average call waiting time: Less A than 30 seconds. - User issues, regardless of priority, are addressed on a 24x7x365 basis. - Server or network down issues that require an onsite visit by Acorn's staff afterhours to help resolve the incident, are included at no extra charge - 24x7x365 network and cybersecurity monitoring, response and resolution is also included. Support tracking Acorn utilizes Datto ticketing system to create and track tickets. Each ticket is prioritized by a helpdesk engineer based on impact and severity according to the SLA table listed above in this document. Desktop application support Acorn assists users with all desktop application support. If the Acorn team is unable to resolve the issue and needs application vendor assistance, then the Acorn team opens a case with the application vendor to help resolve the issue and keeps the user updated on progress. Users are not asked to coordinate directly with the application vendors or printer vendors, etc. Acorn maintains coordination and communication with both the user and the vendor to help resolve user issues. -6-1Page Server Monitoring & Infrastructure Management •24x7x365 Monitoring, Administration and Remediation of Server issues (CPU, Disk, Services, Health, Network, Application uptime). Break fix for issues related to Infrastructure. • Major incident investigation and resolution RCA report within 24 hours -Server monthly patching -Server backup & DR management, backup test restores -Azure and 0365 support -Anti-virus management 4_Certificate management Change management. -Schedule • Change step • Roll back steps • Testing • Customer Approval -Acorn Engineering Approval • Documentation Server maintenance & troubleshooting -Troubleshooting/Remediation of server Operating System performance issues -Troubleshooting hardware performance related issues -Troubleshooting IIS and SOL related issues -Coordinating core application related issues with 3rd party providers • Event log review on servers for Critical and High priority issues -Server event tracking. Every event is ticketed in AutoTask for trending and reporting Server login audit and report. Active Directory Management -Secure DNS Management -Group Policy Management -AD log review • Password Policy Management -Active Directory OU management -Active Directory replication to Disaster Recovery site -Active Directory identification and authentication -Active Directory Remote Desktop Services •Active Directory Certificate Services • LDAP management acorn TECHNOLOGY SERVICES 1960 Chicago Ave Ste E9 ■ Riverside, CA92507 phone 951.784.3500 - fax 951.320.7066 aco rntech sere i ce s.com Microsoft 365 administration The Acorn staff is well versed and trained on 0365 technologies such as: - Setting up Email accounts, distribution lists and groups. - Office installation and troubleshooting. - OneDrive. - SharePoint. - 0365 security. o Safe attachments. o Safe links. o Phishing policies. o Spam policies. o Threat policies. o Alert policies. - 0365 security best practices. -8-1Page acorn TECHNOLOGY SERVICES 1960 Chicago Ave Ste E9 ■ Riverside, CA 42507 phone 951.M4.3506 - fax 951.320.7066 aco rntech sery i ce s.com Network administration Details about core Network monitoring and support services provided by Acorn Technology Services are listed below. Firmware updates are carried out on a quarterly basis until or unless customer provides updates schedules. Critical updates can be scheduled to be implemented within 24 hours. Monitoring and management •24x7x 365 Network device Monitoring. (Acorn uses Auvikfor advanced monitoring and response on a 24x7x365 basis) -After-hours response to critical outages and incidents • ISP Management and Support • Firmware updates and configuration backup using Auvik • DHCP support and maintenance Network device maintenance & management -Switches & routing maintenance • Firewall log review • WAPs maintenance •VLAN Management • Redundancy & Failover -Access Control Network troubleshooting -Troubleshooting/Remediation of network related issues -Troubleshooting network performance related issues • Hardware issues and RMA -Performance Optimization -9-1Page acorn TECHNOLOGY SERVICES 1960 Chicago Ave Ste E9 ■ Riverside, CA92507 phone 951.784.3500 - fax 951.320.7066 aco rntech sere i ce s.com Security administration Our core cybersecurity services provided by Acorn Technology Services are listed below. - Acorn's SOC team is a 247065 team who monitors all alerts from cyber tools. This team is the first line of defense to stop incoming threats and attacks. This team is an 'eyes on glass' team which engages senior engineering staff, if needed, to assist with incidents. Periodic vulnerability & penetration scan Incident management for cybersecurity alerts 24x7x 365 monitoring and response Firewall security alert monitoring and response Anti-virus management Intrusion detection and prevention management -10-1 Page acorn TECHNOLOGY SERVICES 1960 Chicago Ave Ste E9 ■ Riverside, CA92507 phone 951.784.3500 - fax 951.320.7066 aco rntech sere i ce s.com Inventory management For inventory control/reporting, warranty management, and asset tracking, we use a combination of the following tools: - Datto RMM - ScalePad - IT Glue - Auvik ScalePad is a tool that helps manage inventory and warranties. This tool plugs into Datto and Auvik to help with refresh cycles for Workstations, Servers, and Network Hardware. The tool can be configured to automatically email monthly Asset Reports. See screenshots below: Hardware Lifecycle Report October 2023 AboL11 This Report Mlh is au od keowo Berm and 1,pkaw'Ii nere.reren ea,sled Mee M1eam "I.pegs 2. rnervgreen report appevng —h' I: ra00P �b rpr pbCWal9n eIrp9Beb ONI. 9M 60e8 rcaenl aqua) 0uwe. 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YV@3-0e-I. m¢a6tm I YO@1-0traa 1eaaN96 I a 0XI n all 1ClIrAL3 IamtL 596 Wed—'a 2— 1.1 aaesaees m45aa 96 I Q as adl a Luaeeaa w:�9a.e,A nXa ,.1 zw2m,n 299aoe�iv I O 21 0dl J MIA ulmwe=0 W,�914 211Y 11 a0021*,6 2=45 20 I >D I WI eeW9\19 IffirL 5196 WaM�.., :0 a1ii! 1E 1,IQA�49 9dPi�li I QMI �4C'flntl umrw 511e w:.aunssu a, Xx ,A x0e2m49 Y9000321 I ❑ 16 0d1 992Pb6 W--. V,a wod-1 anti 19 700.1AM 2025020L 1 -11-1 Page acorn TECHNOLOGY SERVICES 1960 Chicago Ave Ste E9 ■ Riverside, CA 42507 phone 951.784.3506 - fax 951.320.7066 aco rntech sery i ce s.com IT Glue is the industry leading IT documentation tool. We use it to track/alert annual subscription renewals amongst other things. We utilize BrightGauge to present subscription/renewal data from IT Glue via a web portal: IT Glue - Warranty Status v Overall Expirations In Next 60 Days ... License Expirations In 60 Days Customer name Expirations in 60 Customer Licenses days expiring 'Ae� �r4a J 27 -- , - .Sgn'-:: - • - 12 11 DCUA 7 Foundation) Managementy 3 ...... 5 DmtrirA Q AMINUTEACA 0 AMIN IfrE ACO Backup, restore & disaster recovery (BRDR) methodology Acorn follows NIST SP 800 34 Revision 1 framework to develop and implement BRDR for its customers. which includes the following. 1. Disaster Recovery planning policy: Defines and assigns roles and responsibilities. 2. Conduct business impact analysis: Identify business critical systems and vulnerabilities and risks. 3. Identify preventive controls: Identify risks, implement controls and countermeasures. 4. Create contingency strategy: Formulate methods to ensure critical systems can be brought online quickly. 5. Crisis Communication: Formulate methods how Organization will communicate with users during disaster. This also includes how IT teams will communicate with each other during disaster to recover the system. 6. Train resources on information system contingency plan: train IT staff on BRDR. 7. Test information system contingency plan: Disaster recovery and Business Continuity plans are tested at least once a year and results and finding are documented for FBI/DoD audits. 8. Ensure monitoring & management and day to day maintenance: monitoring and reports that disaster recovery and backups are successful on daily basis. Following the above standards, Organizations can be successful in their NIST audits and if needed, can also get ISO/IEC 27021 and ISO/IEC 22301 certifications. -12-1 Page 1960 Chicago Ave Ste E9 ■ Riverside, CA92507 acorn phone 951.784.3500 - fax 951.320 7W TECHNOLOGY acorntechservices.com SERVICES Documentation management services Acorn Technology Services uses ITGIue for comprehensive maintenance of all documentation for our customers. Helpdesk, Systems (servers & network), passwords, network diagrams and all other information related to the city will be stored in our secure ITGIue platform. ITGIue is ranked world's best documentation management system by Gartner. Customers do not pay extra for documentation management; documentation management is part of services provided by Acorn Technology Services. The following redacted information shows all the documentation management for another Acorn customer in ITGIue. 4 POpV4roessworas �w 4 N e�amvd ware uyoerao tte �cw-n r� ��: r��e mnnm veale amwr �-. .e .-Chemo WJ+bl Qa imkaMCM� .:-dmeowrxano�.ona* � Uacvming =>Rlratwns VMvWI Flrwafd� -13-1Page acorn TECHNOLOGY SERVICES 1960 Chicago Ave Ste E9 ■ Riverside, CA92507 phone 951.784.3500 - fax 951.320.7066 aco rntech sere i ce s.com Change management administration At Acorn, we understand that 97% of overall outages are caused by changes to the environment. We also understand that if every change is documented, approved and tracked, outages are reduced significantly reducing the impact to users. Acorn has invested in designing and building its own change management system (shown below) because none of the change management systems out there in the market actually fulfil the requirements of the Cities that we support. Every change to the network, servers, hardware, software, switches, firewalls, host servers, cloud environments is tracked. Changes are reviewed by peer engineers, approved by the internal management board and then final approval is required by the customer before implementation. Change Request Farm Customer details :a.yan•.,,,,a er.mw • me�ar .raw Wrmmw rti u.egr VweMr `_^ mngrmcNw i'^a'+1@tircrlMm�U ramal tiro-[�ifurik� [ax�wxrmmxrl�rrR7 i+�nf(otiu'llCeYvbmel 0.M V[t (GIKmo6 (YfA nnCmatRMb�m[! rhe-mYrmm me YNrY Gxr' Pm rm [M1v0*G U�Hry yaogy •— Change summary mpacc aetaals a�vlk� ws�ernnlvwvew�ua„uo�mu Validation & Rollback Reviewer details i Reviewer approval �..:- -14-1 Page acorn TECHNOLOGY SERVICES 1960 Chicago Ave Ste E9 ■ Riverside, CA92507 phone 951.784.3500 - fax 951.320.7066 aco rntech sere i ce s.com Project management services Acorn has a highly efficient Project Management Department (PMO) that does not cross-over into day- to-day service delivery. This is a differentiator to many MSPs who use the same Engineers to deliver projects and respond to incidents. Having dedicated engineers in System Engineering and in Project Management ensures excellent service as both teams stay highly focused. We currently have 5 project managers and 17 dedicated project engineers. The PMO oversees all facets of project planning and implantation including: - Research and analysis of requirements and scope. - Identify appropriate vendors based upon requirements and scope. - Assist customers with the RFP process. - Provide guidance for solution or vendor selection/recommendations based upon requirements. - Lead contract negotiations with technology vendors as needed. - Provide live project update dashboards for oversight and implementation. - Provide consulting for technology projects on an as needed basis. - Provide project management for Acorn projects or non -Acorn projects on an as needed basis. - Project communication cadence is generally dictated by the volume of projects and can be as frequent as weekly. Additionally, projects and task updates are available to all of our customers in real time. Customers can add notes and request further information from within Smartsheet's project management tool. srr6arts4eet F9e Automation Forms Conmeci,ons Dynamic vier. I-, Projects �} ® 13 13 ® Grid view • VFinal t= _> Rri.t . 10 • B T U J B, - L. _ e Q p Q. 0 C-7 B g Op ... Prolect name Cuatomernarne Priority Project manager Leaaenglneer Account assiyn marwger Oneileresm¢ce-vulnerability managemamusing OMSparlal. RPV High ®Chuck Cobb F.Edgar Ranwa- Tiffarry Shaw Q 13ad{np -9-1 RPV Medium ® Chuck Cobb VF Edger Ranws �+ Tlff� Shaw ' A t QI Q di >1 tntune deploymem RPV hledl— ® Chuck Cobb jy Edger Remus IV Tiffany Shaw _ L�3 7SPApp OeployPaerR RPV kledlum ® Chuck Cabb 4 Edgar Rar TR., Sh— .. 3rd party palming RPV nigh Chuck Cabb Muhammad Allf fWa TlffaRy Shaw " 4 Fleur vol eyetann RPV High ® Chuck Cobb Muhammad ArH Rata Tiffany Shaw Action Items & Tasks Q RPV - Wmkkow rule fw all inira aleds need to go to tukau RPV High ® Chuck Cobh (D D -la McKmlc it Tlffarcy &h - Q) Creaie tickets for failed patches on servers. RPV High 10 Chuck Cobb . David Mclasslc it Tiffany Shaw QR - ... f?FLV f+err• ® "_C_ �'y i= h— *-.,,.m,rd_ Q Upgrading Wind— PCa m supported -i- RPV High 4� Chuck Cobb Oavld Mclasslc ; Tiffany Shaw Completed projects & tasks -15-1 Page acorn TECHNOLOGY SERVICES 1960 Chicago Ave Ste E9 ■ Riverside, CA 42507 phone 951.784.3506 - fax 951.320.7066 aco rntech sery i ce s.com "M]:fel001►14AI►10]11IIto] 1111LI Over the years we have come to know the City of La Quinta and the needs of City employees and have woven our services into the City's cultural fabric. Above, we have outlined the solutions and products we employ; below we'll touch on how Acorn's uniquely applies these services. Cybersecurity It is our solemn responsibility to keep the City safe and out of the news. Every new product, process, and protocol is approached from a Cybersecurity perspective and viewed through a NIST lens. We've recommended and implemented state of the art solutions for the City around XDR, Vulnerability Management, Log Management, Regulatory Compliance, Data Security, and BDR. Our Cybersecurity solutions are shopped annually to ensure that vendor solutions remain sharp, fresh, and relevant. We live and breathe Cybersecurity and take great pride in having kept the City safe over the past 5 years. Budgeting For the past two years, we have presented the City of La Quinta with extensive and detailed 5 -year IT budgets. This budgeting process allows for the following: - Planning for IT infrastructure replacement. - Visibility into upcoming large expenditures - Budgeting visibility into new initiatives - Budgeting visibility into IT innovations Strategic Initiatives We have worked collectively with our contacts at the City to create efficiencies by spearheading the following initiatives: - Creation of Refresh cycles for all hardware Creation of Standards for all user types Creation of in-depth Asset/Inventory Management System for PCs and Mobile Devices New Products In our budget meetings, we introduce new products and services for the City to consider. This keeps the City near the cutting edge of innovation and efficiency. Communication Communication is the key to a successful IT relationship. Our communication plan is multi -faced and includes the following: - Bi -weekly meetings to discuss current projects and service issues. - Annual Budgeting which was mentioned above. - Bi -annual Business reviews to check in on the budget execution. -16-1 Page 1960 Chicago Ave Ste E9 ■ Riverside, CA92507 acorn phone 951.784.3500 - fax 951 320'7W aco rntech sere i ce s.com TECHNOLOGY SERVICES - Ad -Hoc Communication. The Acorn team has demonstrated that they are always available to the City by answering/returning calls, emails and texts, often within minutes of receipt. We are dedicated to providing fast and excellent service and fluid communication is a key component. White Glove Service The City has come to desire and expect 'White Glove Service' from their IT provider. We have a 24x7x365 team to back up our two onsite technicians and are literally — always available — to ensure that expectations are being met. Continuous Improvement Nobody's perfect..... including us. But, we strive to be the absolute best. Whether it be a Helpdesk process, a flawed product, an onsite resource, or an IT tool, Acorn has shown the City that there is no length we won't go to continuously improve to meet the City's expectations. We have spent countless behind the scenes and on the scenes hours devising methods of improvement through process improvement, application re -imagination, training, communication, and creativity. RFP Questions a. Acorn Technology has in business for over 22 years. b. Taxpayer ID: 87-454-1758 c. Managed IT Services: 22 Years d. Resumes of Key Personnel: : raiR Wolvnez EDUCATION • Bachelor of Arts, Economics State University of New York at Albany CERTIFICATIONS Apple Certified Support Professional (ACSP) CURRENT POSITION CEO OVERVIEW AND PROFESSIONAL EXPERIENCE Craig Wolynez has been a technology entrepreneur since 1998 founding/acquiring multiple companies with disciplines in web development and IT Managed services. He has worked with business leaders across a wide array of companies like Ford Motor Company, Jerry Bruckheimer Films, Motorola, The United Way, Harpo Studios, and Habitat for Humanity. Craig has held a myriad of positions over his career such as President of Mergers & Acquisitions, CIO, and now currently, CEO of Acorn Technology Services. Craig has spent the past two decades helping organizations achieve meaningful and strategic change by leveraging technology to achieve their visions. He is a people person who puts a high value on personal relationships, a key ingredient to his success with customers. Currently, Craig works with the leaders at Acorn Technology Services to offer high value products and premium services in Managed IT and Security Services. -17-1Page acorn TECHNOLOGY 1960 Chicago Ave Ste E9 ■ Riverside, CA 42507 phone 951.784.3506 - fax 951.320.7056 acorn tech sery ice s.com • Apple Certified System Administrator (ACSA) ACHIEVEMENTS • Transformed three startup MSPS into multi-million dollar, industry leading MSPS Umar Irshad EDUCATION • MASTERS IN COMPUTING University of Bradford • MASTERS IN COMPUTER SCIENCE Muhammad Ali Jinnah University • BACHELOR OF COMPUTER SCIENCE AI-khair University CERTIFICATIONS • MCDBA • MCP • ITIL • Project+ ACHIEVEMENTS • "League of extraordinary REPRESENTATIVE CLIENT EXPERIENCE MSP CIO responsible for strategic planning, budgeting, account coordination and customer satisfaction for the following clients: - CITY OF COVINA - CITY OF LA QUINTA - ANNENBERG FOUNDATION TRUST AT SUNNYLANDS - SMARTSTOP REIT - SOLARMAX - AVALON TRANPORTATION CURRENT POSITION COO OVERVIEW AND PROFESSIONAL EXPERIENCE Umar has over 20 years of experience in end-to-end IT management and governance. His most recent accomplishment was rebuilding a Pacific Northwestern MSP into a regional leader by building from the ground up; process, procedures, products, and staff utilizing the COBIT architecture. He has led global operations teams for Microsoft.com, Microsoft Anti- Malware, and Windows Update. At Microsoft, his team managed 24 data centers worldwide. His experience includes building robust IT management teams and processes based on COBIT, ITSM and ITIL standards and cybersecurity systems based on IS027002 and (ISC)2. Umar believes that by following basic principles and standards, IT can be simplified all the while empowering your employees and protecting your organization from Cybersecurity threats. Umar has spent several years designing and implementing streamlined security platforms that meet client needs and budgets. He has been on the front lines working with IT-ISAC, Department of Homeland Security, Federal Bureau of Investigation, and some of the largest technology companies in the world. Umar is passionate about Cybersecurity, aligning IT teams, structure, and process with business vision and expectations. REPRESENTATIVE CLIENT EXPERIENCE MSP CIO responsible for strategic planning, budgeting, account coordination and customer satisfaction for the following clients: - CITY OF DUVALL - CITY OF SOUTH PASADENA - CITY OF RANCHO PALOS VERDES - CITY OF INDUSTRY - SMARTSTOP PROPERTY MANAGEMENT -18-1 Page acorn TECHNOLOGY 1960 Chicago Ave Ste E9 ■ Riverside, CA92507 phone 951.784.3500 - fax 951 3207066 aco rntech sere i ce s.com achieve" at - RUBIDOUX COMMUNITY SERVICES DISTRICT Microsoft for 5 - RECYCLEWISE consecutive years. - BANK OF AMERICA - SHELL PETROLIUM - PETRONAS David McKissic EDUCATION • BACHELOR OF COMPUTER INFORMATION SYSTEMS New England Institute of Technology CERTIFICATIONS • CompTIA A+ • CompTIA Network+ • CompTIA Security+ AREAS OF EXPERTISE • IT operations • Cybersecurity • Service Delivery • Engineering • Technology Evangelist CURRENT POSITION Vice President, Technical Operations & Cybersecurity OVERVIEW AND PROFESSIONAL EXPERIENCE David has been working in cybersecurity and IT operations for almost 20 years. David has been with Acorn for 8 years. At Acorn he leads the helpdesk, systems engineering and cybersecurity departments. He has assisted in integrating new technologies and bringing in security options for customers. Part of his responsibilities also included leading and performing vulnerability assessments and audits for various projects and customers. Many were for municipal governments that are current customers today. David's passion is in leading transformative cybersecurity change, mitigating risk, advancing cutting edge solutions and services, creating efficiencies, driving down costs, and collaborating to solve enterprise & industry -wide challenges. David encourages his teams to take a balanced approach between risk and capability to deliver pragmatic controls to enable and protect the brand. David takes great pride as a technology innovator who understands technology, cyber and privacy trends, and market forces. As a strong communicator, David is often called to define, articulate, and execute cybersecurity and IT operations strategy & plans; communicate metrics with the C-suite/regulators. David's strengths are relationship building, collaboration, and strong background in technology. -19-1 Page acorn TECHNOLOGY SERVICES Sara Lauritzen 1960 Chicago Ave Ste E9 ■ Riverside, CA92507 phone 951.784.3500 - fax 951.320.7066 aco rntech sere i ce s.com EDUCATION _ • BACHELOR OF INFORMATION TECHNOLOGY Full Sail University • ASSOCIATES OF INFORMATION TECHNOLOGY Mt. San Jacinto College • ASSOCIATES OF COMPUTER SCIENCE ITT Technical Institute CERTIFICATIONS • Office 365 administration ACHIEVEMENTS • "Acorn's Annual Mightiest Nut Award 2021" • "Acorn's Annual Mightiest Nut Award 2022" CURRENT POSITION Director of Technical Operations OVERVIEW AND PROFESSIONAL EXPERIENCE Sara is a highly skilled and experienced technical professional with a passion for solving complex IT and procedural problems. With over 11 years of experience in the field, she possesses a deep understanding of a wide range of technologies and has a proven track record of success in delivering high -impact solutions. She has been with Acorn for 6 years. Recently she has been working on transforming the Technical Operations Department to achieve peak efficiency and exceptional customer satisfaction. Sara's expertise lies in motivating and leading others. She has a knack for quickly grasping new concepts and applying them effectively to provide customer satisfaction. She is a creative problem solver and is always looking for new and innovative ways to improve efficiency and productivity. She is also an excellent communicator and collaborator. She can clearly explain complex technical concepts to both technical and non- technical audiences. Sara's unwavering dedication to exceptional services drives her to consistently surpass customer expectations. She fiercely protects her team's reputation for excellence, a testament to her leadership and expertise. She is passionate about technology and is always looking for new ways to use it to make a positive impact on Acorn's customers. -20- 1 P a g e acorn TECHNOLOGY SERVICES Rvan vvaiiiuviL 1960 Chicago Ave Ste E9 ■ Riverside, CA92507 phone 951.784.3500 - fax 951.320.7066 aco rntech sere i ce s.com EDUCATION • ASSOCIATES OF PROJECT MANAGEMENT University of Riverside, CA CERTIFICATIONS • Project+ ACHIEVEMENTS • "Acorn's Annual Mightiest Nut Award 2016" • "Acorn's Annual Mightiest Nut Award 2020" CURRENT POSITION Director of Project Management OVERVIEW AND PROFESSIONAL EXPERIENCE Ryan has been in the Acorn Technology Project Management department for the last 10 years. He started as a Project Manager and over the years got promoted to Director of Project Management considering excellent performance and customer satisfaction. Over the years Ryan has delivered multiple Server, Network, Software, and 0365 migrations for Acorn's customers. Ryan is an innovative and collaborative individual whose leadership and technical background empower his department to succeed. Experienced orchestrator of enterprise -class product deployment. Leading cross - functional project teams. Proven record of strengthening customer and employee confidence through authentic working relationships. Strong knowledge of software deployment strategies and project management principles. As a leader in the PMO department, Ryan manages various client initiatives and balances projects through all lifecycle stages to ensure projects are delivered on time and on budget. Ryan is always pursuing new ways to continue improving his department's productivity. -21-1 Page acorn TECHNOLOGY SERVICES Araceli Nava 1960 Chicago Ave Ste E9 ■ Riverside, CA92507 phone 951.784.3500 - fax 951.320.7066 aco rntech sere i ce s.com EDUCATION _ • Business Administration Certification, IEC Colleges, 2002 CERTIFICATIONS • Trained and certified emergency response. CORE SKILLS _ • Customer relations • Organization • Innovative Thinking • Critical Thinking CURRENT POSITION Director of Account Management OVERVIEW AND PROFESSIONAL EXPERIENCE Araceli Nava has been with Acorn for 7 years. She manages the Account management department at Acorn and has a team of account managers who report to her. Araceli deftly manages Tier 1 customers at Acorn including multiple cities like Costa Mesa Sanitary District, City of Monrovia, City of Industry, and the City of South Pasadena. She is well versed at creating and maintaining budgets, she is meticulous, and is a ferocious advocate for her customers. Araceli directs the Account Managers and overall customer account management strategy, ensuring that customers feel valued and have the best experience possible by delivering high-quality, quick, accurate, personable, and consultative solutions and support. Drives strong alignment across the organization to onboard new customers, retain existing customers, support, and grow customers. Araceli is adept at setting goals, developing plans, processes, establishing priorities, and managing in an ever-changing customer needs and IT environments. -22- 1 P a g e acorn TECHNOLOGY SERVICES Chris Gravatt 1960 Chicago Ave Ste E9 ■ Riverside, CA92507 phone 951.784.3500 - fax 951.320.7066 aco rntech sere i ce s.com EDUCATION • Associate of Applied Science - Network Administration South Seattle College AREAS OF EXPERTISE • Infrastructure architecture • Cybersecurity • IT operations • Service Delivery CURRENT POSITION Director of Systems Engineering OVERVIEW AND PROFESSIONAL EXPERIENCE Chris has over 20 years of experience in managing a diverse group of engineering teams. At Acorn Chris leads the 24x7x365 systems and network engineering teams, Cybersecurity team, NOC and SOC teams. Chris ensures critical infrastructure issues and incidents are handled effectively and efficiently. Chris helps his teams with infrastructure architecture, discovery, and risk management. Chris guides Acorn customers in doing things the right way to reduce overall cost and risk. Chris has expert level knowledge in on -premises data center management, Azure Cloud management, network management and overall infrastructure architecture. Chris, over the years has helped our City clients and our public sector clients with Azure cloud migrations, Exchange server migrations to 0365, disaster recovery architecture and implementation, data center hardware refresh, cybersecurity projects including implementation of DLP and NDLP, and full network hardware replacement. Chris takes great pride in working hand in hand with customers to architect solutions which meet the need and exceed the requirements of the business while giving end users the best possible experience. This includes necessary redundancies to maximize uptime and access to critical business functions. In his free time Chris loves to hike and is an avid off road driver -23- 1 P a g e acorn TECHNOLOGY SERVICES Cugdl RcImuJ 1960 Chicago Ave Ste E9 ■ Riverside, CA92507 phone 951.784.3500 - fax 951.320.7066 aco rntech sere i ce s.com CURRENT POSITION Lead CJIS Project Engineer OVERVIEW AND PROFESSIONAL EXPERIENCE With over 15 years of dedicated experience in IT systems administration, Edgar is a seasoned professional committed to optimizing technology infrastructures for a diverse range of industries including (but not limited to) manufacturing, healthcare, finance, local governments and municipalities. His expertise lies in designing, implementing, and maintaining robust IT solutions to ensure seamless operations and enhanced productivity. EDUCATION In his role as a Lead CJIS Project Engineer, he has successfully overseen • B.S. Information Management — the management of intricate projects, demonstrating proficiency in Systems infrastructure and network administration. Throughout his career, he has Administration been instrumental in executing strategic initiatives such as server California State migrations, hybrid cloud integrations, and implemention of University, San comprehensive network optimization measures. Bernardino Edgar takes pride in his ability to collaborate with varied teams effectively, fostering a cohesive environment that prioritizes efficiency and innovation. His proactive approach to continuous improvement strategies has resulted in a notable increase in overall departmental efficiencies ensuring the timely completion of large scale projects for our existing customer base. Edgar possess in-depth knowledge of virtualization technologies, including VMware, Hyper -V, and Azure and is well -versed in networking protocols and hardware. Having supported a diverse range of industries, he understands the unique challenges of various sectors and leverages his experience to tailor solutions that align with specific organizational needs. REPRESENTATIVE CLIENT EXPERIENCE MSP Project Engineer responsible for strategic planning, implementation, and deployment of mission critical projects for the following clients: - CITY OF DUVALL - CITY OF SOUTH PASADENA - CITY OF MONROVIA - CITY OF INDUSTRY - CITY OF COVINA -24- 1 P a g e acorn TECHNOLOGY SERVICES 1960 Chicago Ave Ste E9 ■ Riverside, CA 42507 phone 951.784.3506 - fax 951.320.7066 aco rntech sery i ce s.com e. Firm Ownership: Craig Wolynez, Umar Irshad, Mickey McGuire. Acorn Technology Services was established in 2000. Corporate details below: f. Parent company of Acorn Technology Services dba is CU Technology and is incorporated in California. -25- 1 P a g e 0 Priority 1 (Critical) Priority 2 (High) • P l� • Priority 3 • • (Normal) • • . Major outage impacting all users. Significant revenue loss, legal implication, virus attack or reputational impact -outage impacting mo s# of the users but not all of the users. Business critical application down but not impacting all users Single user impact Business application e.g., ERP, Office, Email, Internet outage etc. Service levet metrics: 2023 performance On average, 92`/ of the issues (31,499 tickets) escalated by customers to Acorn's helpdesk were resolved in under 90 minutes in the year 2023. The remaining Ml of the issues were primarily related to procurement requests and new user onboarding requests which do take more than 1 -D -�iinutes to resolve. Call Tim . sq " o nr" - an conoxi'ro . wmwis ww r; *f* W" Art age call handling time, 14.73 minutes. II ill rolI IMs.1.wh��..-: lMU i�'r1 4-1l.l�U�J�V �irM Aerrageca0...__. V6141 t i ['191 ! it le. l P%.-% Ifm _ion sp(ow 4. Helpdeslc availability & response times Helpdesk, as mentioned, is 24x7x365. Response time and SLA details are listed below. Acorn Technology Services has the most aggressive SLAB in the MSP industry. Acorn ranks in the top 10% of the MSPS in the United States with regards to response SLAB and resolution SLAB. 0 Priority 1 (Critical) 0 0 0 • • Priority 2 (High) 60 a Priority 3 • (Normal) - Major outage impacting all users. - Significant revenue loss, legal implication, virus attack or reputational impact - Outage impacting most of the users but not all of the users. - Business critical application down but not impacting all users Single user impact Business application e.g., ERP, Office, Email, Internet outage etc. t(4J Qwkra ATTACHMENT 1 Insert the City's Agreement for Contract Services or any other agreement that is to be used t(4J Qwkra ATTACHMENT 2 INSURANCE REQUIREMENTS ACKNOWLEDGEMENT Must be executed by proposer and submitted with the proposal (name) hereby acknowledge and confirm that (name of company) has reviewed the City's indemnification and minimum insurance requirements as listed in Exhibits E and F of the City's Agreement for Contract Services (Attachment 1); and declare that insurance certificates and endorsements verifying compliance will be provided if an agreement is awarded. I am of , (Title) (Company) Commercial General Liability (at least as broad as ISO CG 0001) $1,000,000 (per occurrence); $2,000,000 (general aggregate) Must include the following endorsements: General Liability Additional Insured General Liability Primary and Noncontributory Commercial Auto Liability (at least as broad as ISO CA 0001) $1,000,000 (per accident) Personal Auto Declaration Page if applicable Errors and Omissions Liability $1,000,000 (per claim and aggregate) Worker's Compensation (per statutory requirements) Must include the following endorsements: Worker's Compensation Waiver of Subrogation Worker's Compensation Declaration of Sole Proprietor if applicable Cyber Liability $1,000,000 (per occurrence) $2,000,000 (general aggregate) f ATTACHMENT 3 lam NON -COLLUSION AFFIDAVIT FORM Must be executed by proposer and submitted with the proposal (name) hereby declare as follows: of (Title) (Company) the party making the foregoing proposal, that the proposal is not made in the interest of, or on behalf of, any undisclosed person, partnership, company, association, organization, or corporation; that the proposal is genuine and not collusive or sham; that the proposer has not directly or indirectly induced or solicited any other proposer to put in a false or sham proposal, and has not directly or indirectly colluded, conspired, connived, or agreed with any proposer or anyone else to put in a sham proposal, or that anyone shall refrain from proposing; that the proposer has not in any manner, directly or indirectly, sought by agreement, communication, or conference with anyone to fix the proposal price of the proposer or any other proposer, or to fix any overhead, profit, or cost element of the proposal price, or of that of any other proposer, or to secure any advantage against the public body awarding the agreement of anyone interested in the proposed agreement; that all statements contained in the proposal are true; and, further, that the proposer has not, directly or indirectly, submitted his or her proposal price or any breakdown thereof, or the contents thereof, or divulged information or data relative hereto, or paid, and will not pay, any fee to any corporation, partnership, company, association, organization, proposal depository, or to any member or agent thereof to effectuate a collusive or sham proposal. I declare under penalty of perjury under the laws of the State of California that the foregoing is true and correct. Proposer Signature: Proposer Name: Proposer Title: Company Name: Address: t(4J Qwkra ATTACHMENT 4 ACKNOWLEDGEMENT OF RECEIPT OF ADDENDA Must be executed by proposer and submitted with the proposal; If no addenda has been issued, mark "N/A" under Addendum No. indicating Not Applicable and sign ADDENDUM NO. SIGNATURE INDICATING RECEIPT acorn TECHNOLOGY SERVICES 1960 Chicago Ave Ste E9 ■ Riverside, CA92507 phone 951.784.3500 - fax 951.320.700+6 aco rntech sere i ce s.com CITY OF LA QUINTA & ACORN TECHNOLOGY SERVICES Relationships Acorn has enjoyed a special relationship with the City of La Quinta since 2019. The employees of Acorn have a special bond with the City and are extremely dedicated to the City's success. Acorn employees have in depth knowledge of the City's network and infrastructure fabric and more importantly take high pride in supporting the City and are always willing to go the extra mile for excellence and keeping the City safe from ever evolving cybersecurity threats. Some of our employees: Andrew Block: City Engineering Manager guides the onsite team and fills in whenever needed. Andrew's success at the City helped him grow professionally and personally. He manages all the City Engineers and is well on his way to continuing growing at Acorn. David McKissic & Haley Martin: Cybersecurity architects behind keeping the City safe. Haley keeps a constant eye on the City's cybersecurity program and works with our 24x7x365 security operations team to ensure all cybersecurity threats are analyzed, reported, and escalated in a timely manner. Joel Noriega: Acting as liaison between Helpdesk and onsite resources. Joel's experience at the City helped him grow as a Technical Operations Manager at Acorn. Joel ensures that all of the City's helpdesk tickets are addressed promptly and within SLA. Craig, Umar, Mickey: As owners of the company, we cannot thank the City enough for its support, and feedback which helps us get better day by day. Just like the City of La Quinta being a Jewel of the Desert, likewise City of La Quinta is a Jewel of the Acorn! We are proud of supporting the City of La Quinta, and the great people of the City of La Quinta. Sincerely, Craig Wolynez, Umar Irshad & Mickey McGuire -1-1Page