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MRC Smart Technology SolutionsMarlcftplaw-dty Company: MRC Smart Technology Solutions Email: socalbiddesk@xerox.com Contact: Derek Moard Address: 5700 Warland Drive Cypress, CA 90630 Phone: (562) 391-6061 Website: https://www.mrc360.com/ Submission Date: Mar 1, 2024 6:15 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 MRC Smart Technology Solutions Response CONTACT INFORMATION RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services ADDENDA CONFIRMATION Addendum #1 Confirmed Feb 28, 2024 3:09 PM by Boron Alrefai 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 M RC_Solution_Narrative.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 1. Identify and report 2. Assess incidents and make decisions 3. Communicate and escalate. 4. Resolve incidents. Contain, eradicate, recover from and analyze. 5. Closed loop process ensures understanding of the problem, impact and resolution activities. 6. Lessons Learned. 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 No. 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 Our expertise is backed by gold or platinum certifications across major vendors, including Cisco, Citrix, Dell, HPE, and VMware. Engineers have achieved System Security Professional (CISSP), Certified Information Security Manager (CISM), Certified Information Systems Auditor (CISA) and many more. 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 Xerox provides a managed SIEM offering that provides real time perimeter monitoring via the inherent design of a SIEM. Further discussion is required. RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 3 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. Pending confirmation of the definition of delivery platform. DO YOU PROVIDE ANNUAL SECURITY ARCHITECTURE REVIEW AND VULNERABILITY ASSESSMENTS?* Maximum response length: 300 characters Yes. Further discussion is required. 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 Internet outages are under the control of your Internet Service Provider. Xerox will act as a liaison with vendors to support the applications and systems as identified in the Vendor Managment section of the attached SOW. ARE YOU ABLE TO OFFER 24/7/365 SYSTEM MONITORING AND EMAIL MONITORING?* Yes RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 4 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services 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 We offer Managed VOIP Support but do not support Mitel. Further discussion is required. 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 IF NO, PLEASE ELABORATE. Maximum response length: 300 characters n/a RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 5 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services WHAT IS YOUR PROCESS FOR KEEPING TRACK OF ALL LA QUINTA IT INVENTORY? Maximum response length: 300 characters Xerox leverages an application to automatically discover asset information and monitor device status. The city will also have access to the service cloud portal for real time inventory information. 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 Our US -based help desk is comprised of highly skilled engineers who focus on providing timely and high-quality solutions for your issues. We can provide 24/7/365 assistance. Please refer to the attached SOW for details. PLEASE DESCRIBE THE LOCATION OF YOUR OFFICE HEADQUARTERS. Maximum response length: 300 characters MRC Smart Technology Solutions, Inc. is a local business technology and services provider to businesses in San Diego, Orange County, Pleasanton, Sunnyvale, and Hayward, California. Our headquarters are located at 5657 Copley Drive, San Diego, CA 92115.E 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. Maximum response length: 300 characters We have a local office located at 2980 Inland Empire Blvd. Ontario, CA 91764 DURING BUSINESS HOURS, HOW LONG WOULD IT TAKE SOMEONE TO ARRIVE ON-SITE IN THE EVENT OF AN IT EMERGENCY? * RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 6 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services <1 hour DURING AFTER HOURS, HOW LONG WOULD ITTAKE SOMEONE TO ARRIVE ON-SITE IN THE EVENT OF AN IT EMERGENCY? 2-3 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. We can provide on-site technicians. Further detailed discussion is required. 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 Xerox IT services and solutions are customized to fit your specific technology needs. Further detailed discussion is required regarding the Service Level Agreements. PLEASE UPLOAD RESPONSE TIME AND SUPPORT SLAS. M RC_SLAs.pdf WHAT IS THE AVAILABILITY OF KEY STAFF DURING NORMAL BUSINESS HOURS? * RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 7 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services Maximum response length: 300 characters The key members of your team will be available to you during normal business hours. The project team includes Derek Moard, your Regional IT Specialist and Steven Meeks your Xerox Account Manager. Additionally, a vCIO and Network administrator will be assigned to the team upon contract signature. ARE THERE ANY PENALTIES FOR YOUR COMPANY IF GUARANTEED RESPONSE TIMES AREN'T MET?* Maximum response length: 300 characters These can be negotiated, if penalties are required. DESCRIBE YOUR WORK ORDER/TICKET SYSTEM. Maximum response length: 300 characters Our Reactive services occur when there is an issue in your IT environment. Xerox Help Desk agents can respond and work to resolve any issue, and are available via phone call, email or by creating a service ticket. You also have access to the service cloud portal. WHAT ARE THE STEPS USED TO ESCALATE CHRONIC OR CHALLENGING PROBLEMS?* Maximum response length: 300 characters Management of risk and issues is an essential component of successful programs. During implementation, Xerox will develop a risk and issue log to be jointly managed with the City. The risk and issue log will ensure accountability together with clear action to manage/mitigate risk and resolve issues. 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. RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 8 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services 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 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 Your vCIO will schedule upgrades. No fees for software upgrades PLEASE DESCRIBE YOUR EXPERIENCE ADMINISTERING MICROSOFT 365 FOR CLIENTS. PLEASE DESCRIBE ANY MICROSOFT 365 CERTIFICATIONS YOU HOLD. * Maximum response length: 300 characters Yes. We can support Microsoft 365 licenses and the tracking of their usage. Our documentation system has a Knowledge Base feature that allows a customized Knowledge Base to be created for each customer. PLEASE DESCRIBE YOUR FAMILIARITYAND 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 Xerox has extensive capabilities extending to IT consulting and projects, staffing, and technology hardware and software solutions. Our expertise is backed by gold or platinum certifications across vendors, including Cisco, Citrix, Dell, HPE, Microsoft, and VMware. RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 9 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services Xerox employs tech professionals who maintain industry certifications and vendor partnerships with VMware, HPI/E, Lenovo, Dell/EMC, Microsoft, Cisco, Aruba, Barracuda, Palo Alto, Datto, VEEAM, PMI, Lean Six Sigma, and ITIL libraries. 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 A dedicated Virtual CIO is assigned to you, along with an IT services team dedicated to road -mapping technology for all your IT business needs. We provide high quality products and solutions to our customers and when the market has required us to adapt to stay relevant, we've done so. 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?* Maximum response length: 500 characters We offer proactive services which are preventive strategies taken to avoid any service issues. This type of service offers planning and strategy sessions with a Virtual CIO to help plan for any risks that may impact the organization within your IT infrastructure. They'll formulate goals for you, plan a budget, analyze your business, change up your technology as needed, plus create transition strategies, develop sales quotes, and overall collaboration with your team. 9. Prior Experience and Case Studies HOW MANY TOTAL STATE AND LOCAL GOVERNMENTS USE YOUR COMPANY FOR MANAGED IT SERVICES?* 11-25 RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 10 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services 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 Our IT solutions are geared towards both the private and public sector. PLEASE PROVIDE REFERENCES FOR THE CITY OF LA QUINTA* Please download the below document, complete, and upload. • Marketplace.city Reference .. Marketplace.city_Reference_Document_MRC.xlsx 10. Pricing and Model PLEASE PROVIDE A PRICING ESTIMATE TO THE CITY BASED ON THE INFORMATION PROVIDED IN THIS RFP.* 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 Template .xlsx Basic_Pricing_M RC.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 We would like more detailed information regarding questions 86-88 in the Q&A document. PLEASE UPLOAD ANY STANDARD PRICING DOCUMENTS YOU WISH TO SHARE. XITS_SOW_M a naged_Services_M RC. pdf RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 11 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services 11. Implementation PLEASE DESCRIBE YOUR IMPLEMENTATION METHODOLOGY, INCLUDING AVERAGE IMPLEMENTATION TIME.* Maximum response length: 500 characters The Managed IT services solution includes implementation planning and guidance. We can provide a sample implementation plan upon request. IF WE ELECTTO 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 Please refer to the Customer Responsibilities section in the attached Managed IT Services SOW. 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 RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 12 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT 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 • Supplemental Attachments .docx ATTACHMENT _2_ INSURANCE _REQUIREMENTS.pdfATTACHMENT_3_NON- COLLUSION_AFFIDAVIT_FORM.pdfATTACHMENT_4_ACKNOWLEDGEMENT_OF_RECEIPT_OF_ADDENDA.pdf PLEASE INDICATE ANY BUSINESS DESIGNATIONS YOU HAVE: Select all that apply. Local to California Local to La Quinta 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. IT_Services_MRC_Additional_Information.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 13 3/1/2024 Managed IT Services City Of La Quinta Doug Kinley, Management Analyst DKinley@LaQuintaCA.Gov Dear Mr. Kinley, 3/1/2024 � MRS Smart'J'ccJi1wlogv SMUD0na A Xerox Company Thank you for the opportunity to participate in your Request for Proposal (RFP) for Managed IT Services for City Of La Quinta. MRC Smart Technology Solutions, Inc, (MRC) a subsidiary of Xerox, will be the local operating organization. Our level of energy and expertise will provide both the resources and financial stability required to facilitate a singular focus on the needs of the City. We have extensive capabilities extending to IT consulting and projects, staffing, and technology hardware and software solutions. Our wide array of managed services solutions enables you to choose the best fit for your business and IT needs. When it comes to ongoing support, Xerox Managed IT Services is the flexible way to ensure your technology keeps working. We help you manage risk, establish cost-effective practices, and build a stable IT environment that allows for growth, scale and future change. We can systematically monitor and maintain all the devices on your network to keep software and patches current. You can access services including Help Desk, threat prevention and security operations. A dedicated Virtual CIO is assigned to you, along with an IT services team dedicated to road -mapping technology for all your IT business needs. Our Proactive Services are preventive strategies taken to avoid any service issues. This type of service offers planning and strategy sessions with a Virtual CIO to help plan for any risks that may impact the organization within your IT infrastructure. • 24/7 Network Operations Centers • Industry Leading Network Monitoring • Automated Patching • Firewall Management & Email Protection • Web Filtering and Content Management • Strategic Road Mapping and IT Budgeting Our services and solutions are customized to fit your specific technology needs. Xerox's comprehensive process is supported by a specialized team of managers, advocates, and engineers every step of the way to ensure quality and support for the entire lifecycle of technology. In addition to the team working specifically on this contract, Xerox IT Services has other resources City Of La Quinta can leverage. Our Reactive services occur when there is an issue in your IT environment. Xerox Help Desk agents can respond and work to resolve any issue, and are available via phone call, email or by creating a service ticket. • Omnichannel Contact Center • Automated Escalation & Crisis Management • Priority SLAs • Incident Response Team Our IT Security Services team is professionally certified and responsible for monitoring and analyzing an organization's security posture on an ongoing basis. The Xerox Managed IT Services and SOC staff work closely together to ensure security issues are addressed quickly upon discovery. The security team provides services spanning from monitoring and assessing risk to education, documentation and preparedness. Threat Intelligence Security Audits Penetration Testing • Breach Detection • Vulnerability Management • Log Correlation Page 1 3/1/2024 A specialized Virtual CIO (vCIO). This person, with sound expertise and industry knowledge, will work alongside you. They'll be designated to your account and regularly communicate with you on what they've found can suit your business. They'll formulate goals for you, plan a budget, analyze your business, change up your tech as needed, plus create transition strategies, develop sales quotes, and overall collaboration with your team. • Building Strategic IT goals • Budget Planning • Analyzing Business Processes • Facilitating technology changes • Maintaining Strategy and Budget • Ongoing engagement and consultation We are continually innovating new technology and our strengths and differentiators are perseverance, adaptability, and resilience. Should you partner with Xerox you will be partnering with a historic global company that will stand by you and grow with you every step of the way. Please refer to our attached SOW for more information regarding our solution. °XITS SOW Managed Services MRC.pdf' (a) Number of years in business: MRC has been improving workplaces since 1994. (b) Taxpayer identification number: 45-4889385 (c) Number of years performing Managed IT Services: Xerox has been in the IT services business for more than 30 years and has achieved the highest levels of authorization with top -tier partners. (d) Resumes of the Project Manager and Key Personnel: Derek Moard, Xerox — Senior IT Sales Specialist • IT Account Management for MRC/Xerox • Manage day-to-day operations of regions within Southern California, working with respective team leaders and project managers. • Work with vendors to ensure pricing and delivery goals are met. • Support and review RFPs and other requests for business. • Project strategy and growth for upcoming quarters. • Escalation point for customer conflicts or budgeting issues. Upon contract signature a Project Manager, Virtual CIO (vCIO) and a Network Admin will be assigned. (e) Firm Ownership and Date of Incorporation: MRC Smart Technology Solutions, Inc (MRC) was incorporated in the State of California on February 9, 2012. (f) Parent company: MRC Smart Technology Solutions, Inc., is a subsidiary of Xerox. Our Managed IT Services team can manage, maintain, and support your entire IT infrastructure. We keep your business up and running at optimum performance while saving you time and money. From the data center to the desktop, we meet all your day-to-day IT challenges while leveraging specialized experts. Our team customizes a strategy that will drive down costs while improving the consistency and quality of your IT experience. We look forward to participating in the next steps of your procurement process and elaborating on our capabilities, approach, and experience described in this proposal. In the meantime, if you have any questions, please don't hesitate to reach out to me. Sincerely, Derek Moard I Xerox — Sr. IT Sales Specialist — Southern California Region Phone: (562) 391-6061 Email: derek.moard@xerox.com Website: https://www.mrc360.com/ Page 2 3/1/2024 Service Level Agreements MRC 24/7/365 remote help desk support A Xerox Company Xerox IT services and solutions are customized to fit your specific technology needs. Xerox's comprehensive process is supported by a specialized team of managers, advocates, and engineers every step of the way to ensure quality and support for the entire lifecycle of technology. Staff levels are based on the volume and complexity of the work required to deliver our contractual Service Level Agreements (SLAs). These resources are "shared" across multiple accounts which provides us the flexibility to scale based on customer demand. Once our utilization rate reaches a predetermined threshold, we immediately bring in additional resources, to balance the workload. Our performance tracking metrics will be recorded on a monthly and quarterly basis to identify and address potential issues. Monitoring our performance against Service Level Agreement is enabled by the associated reporting. Various performance reports are reviewed by the Xerox Delivery Team and shared with our clients on a regular basis, both monthly and in Quarterly Business Reviews (QBR)s. The QBR is a major component of our Xerox Client Success strategy and supports the governance and a regular cadence of communication between Xerox and our clients to build and continuously maintain a strong relationship. We provide local support across the country using the Xerox network. The POD system is a way for Xerox Managed IT Services to group customers and engineers. It allows Xerox to provide a small shop feel with the flexibility of a larger organization. In most cases, we pair up six to eight engineers with forty to sixty customers. This allows both the customers and engineers to get to know each other, making for a more familiar experience. It also allows the engineers to learn the customer's environment, which lets them resolve cases quickly and more accurately. POD Case F1OW (Not Regular Help Desk) Regional POD 1 Backup Services customers call in Regional PUD 2 Microsoft Services PAont System 8outes Cal$ , — to ttra Appropriate POD Escalateas needed d Regional POD fi Network Xerox utilizes monitoring and alerting tools to identify any disruptions in service and provides relevant data to the support engineer to reduce the amount of time until the issue is resolved. In most situations, a support case should be sumitted by e-mail first. If the case requires escalation, call the support phone number and provide the case number (case numbers are provided with the initial confirmation email.) Please note that P1 — Critical and P2 — High Incidents require a phone call.You can reach support by phone, email, or case management system in the city client portal depending on the severity of the issue (please refer to the SLAs outlined on the following page). Page 1 3/1/2024 The following details our Service Level Agreements for remote help desk support. Case Response: For Covered Components, the Initial Response SLA for Cases is defined by the following table. Initial Response denotes engagement by a Xerox engineer. For the SLA to apply, the Client is required to contact the service desk (via the phone number, e-mail, or Case Management system via the Community Portal): Case Priority Response Critical (Il 15 Minutes Impacts the majority cf end users company -wide - and either - Causes complete inability to conduct business, or significant safety or security risk; or No workaround available and immediate resolution or workaround is required High (Ill 1 Extended Business Impacts ability to conduct normal business operations without a Hour workarcund; or Critical Case with temporary workaround Medium (Ill 8 Extended Business Resolution important but not required immediately; or Hours End user moves; adds, or changes, include ordering and setup of new and existing computer hardware Low (Ill 24 Extended Minimal business impact; or Business Hours Preventative maintenance; or General inquiries (e.g., end user training, questions) Planning Variable Enhancement *Denotes elapsed service hours. For PIs this is 247 or 8x5 depending on coverage level, and for Pts through P4s this is 8x5. **For this Response SLA to apply, Critical (PI) and Nigh (P2) Cases require call to the service desk More information is required to build a solution for on-call, after-hours on-site support. We would like to discuss these options one-on-one to understand your requirements. Page 2 xeroxM Business Solutions Managed Services Statement of Work M ITS Prepared for City of La Qu i nta Doug Kinley, Management Analyst Prepared by MRC Smart Technology Solutions, Inc. Account Manager: Derek Moard Solutions Architect: John Spada Date: 02/29/2024 Case #: 00317976 Revision #:1 Template v6.2 Managed IT Services Table of Contents Definition of Parties 2 Non -Disclosure 2 Pricing and Conditions 3 Hardware Release and Invoicing Terms 4 SOW Outcomes, Deliverables, and Scope 4 SOW Execution 4 Managed Server 4 Managed Workstation 6 Managed Unified Communication 7 Managed Data Protection 7 Managed Network Device 8 Addons 9 Client Experience 10 Network Admin 10 Vendor Management — Application and Systems Support 10 Service Level Agreements (SLA) 11 SOW Changes or Additions 11 Customer Responsibilities 12 Approvals 13 Case #00317976 02/29/2024 Revision # 1 Page 1 M C CONFIDENTIAL — DO NOT DISTRIBUTE Managed IT Services Definition of Parties This Statement of Work ("SOW') is between City of La Quinta ("Customer") and MRC Smart Technology Solutions, Inc. ("Company") for the purpose of performing the tasks as defined herein on an ongoing basis for the specified period of [Month Duration] months. This Managed Services SOW is effective as of the title date ("Effective Date") by and between Customer and Company pursuant to the signed IT Master Services Agreement ("Agreement') dated [Enter Date] by and between the parties. To the extent there are any conflicts or inconsistencies between the Agreement and this SOW, the provisions of this SOW shall control and prevail, but only with respect to this SOW. Capitalized terms used in this SOW that are not otherwise defined below shall have the meanings in the Agreement or schedules, appendices or exhibits to the Agreement. Non -Disclosure This proposal and its contents are confidential Company information and methodologies and subject to the non -disclosure provisions set forth in the Agreement. In consideration of the receipt of this document, Customer agrees not to reproduce, distribute or make this information available in any manner to persons outside the Customer directly responsible for evaluation of its contents. Remainder of this page intentionally blank. Case #00317976 02/29/2024 Revision # 1 Page 2 MRS CONFIDENTIAL — DO NOT DISTRIBUTE Managed IT Services Pricing and Conditions The following services will be provided to address Customer required needs as the Solution Coverage. Managed Workstation Managed Workstation 24x7 (167) Managed Workstation $4,156.25 Managed Server with Enhanced Monitoring, Notification And Reporting $2,157.50 Enhanced Managed Server 24x7 (6) Physical Server with OS (15) Virtual Machine (1) Hypervisor Physical Host (4) Shared Hypervisor Storage (4) NAS Device Managed Network Device with Enhanced Monitoring, Notification And Reporting $2,145.00 Enhanced Managed Network 24x7 (25) Network Switch (2) Firewall/Router (24) Wireless Access Point (4) UPS with Network Card Addons $2,240.05 Licensing (167) Total — Complete Plus Al, Heuristics, and Phishing Training (167) Follow Me Filtering (6) Salesforce Community Portal Access Managed Data Protection $1729.00 Local and Cloud Backup Continuity Datto-Siris S5-24 Front -End Data: Ur) to 9.6TB, 3 vear(s). per vear All terms and conditions in this SOW are valid for 60 days (unless extended in writing by Company) from the Effective Date. This is inclusive of executing all signatures and receipt of SOW by the Xerox IT Services Project Management Office. Case #00317976 02/29/2024 Revision # 1 Page 3 MAC CONFIDENTIAL — DO NOT DISTRIBUTE Managed IT Services Hardware Release and Invoicing Terms All hardware, software, and support contracts on the associated Sales Order(s) are authorized for immediate invoicing upon receipt of shipment to Customer's shipping address provided on the Sales Order(s). Customer agrees to fund the invoice within the approved account receivable terms and will remit payment via an approved payment vehicle. Furthermore, Customer understands that hardware invoicing does not include any service fees rendered through Company, and that all service charges will be accrued as agreed upon via this Statement of Work to be paid upon progression billing by calendar month. SOW Outcomes, Deliverables, and Scope The goal of this SOW is to provide Customer ongoing support for the following IT tasks based on Solution Coverage scope: • Managed Server • Includes Virtual Machine, Hypervisor Physical Host, Physical Server with Windows OS, Shared Hypervisor Storage • Managed Workstation • Managed Data Protection • Managed Network Device • Includes Switch, Firewall/Router, Wireless Access Point • Managed Other Device • Network Attached Storage • UPS • Addons: • Email Security Spam Filtering • Enhanced Monitoring, Notification, and Reporting • Community Portal access Company will perform the tasks under this SOW while Customer has a valid agreement and adheres to all the terms in this SOW. SOW Execution The tasks below represent the scope of the services to be provided, if included in Solution Coverage: Managed Server Windows Server Operating System Support Windows Server Operating System Support includes remote support to return the Operating System to the previous functioning state, patching of the Operating System, and management of built-in server features and roles such as Active Directory Domain Services, DNS, DHCP, File Server, Print Server, and Remote Desktop Services. Additional software that may be installed on servers such as Microsoft Exchange Server, Microsoft SQL Server, Microsoft SharePoint, Microsoft System Center Configuration Manager are not included as part of Windows Server Operating System Support. Case #00317976 02/29/2024 Revision # 1 Page 4 CONFIDENTIAL — DO NOT DISTRIBUTE MRC Managed IT Services Active Directory & Group Policy Management Company will provide remote support for Microsoft Active Directory Domain Services (AD DS) and Group Policy Management. AD DS support includes, but is not limited to, adds/changes/deletions of user and service accounts, security groups, and the permissions supporting the organization. Group Policy Management includes maintenance of existing policies after onboarding and creation of new policies as needed to support the environment. Testing for AD DS and Group Policy changes may require additional time and/or resources from Customer to ensure expected results are achieved and may incur additional Time and Materials costs depending on the situation. Antivirus Company offers real-time antivirus threat protection with built in remediation. Exchange Support Company will assist in remote management of Microsoft Exchange Server email environment, including user and license management. Services include adds, changes and deletions of users, distribution lists and mailboxes, password resets, email routing and delivery rule management, assistance with licensing questions, and basic email configuration on supported workstations and mobile devices. Patching for Microsoft Exchange Server, while not included in this SOW, can be provided as a project on a Time and Materials basis. Hardware Faults Company will assess hardware faults on covered devices and facilitate repair or replacement by the hardware vendor. Customer will maintain hardware warranties or provide timely payment for repair charges for any Customer provided equipment covered under this SOW and pay for any costs associated with required upgrades or maintenance agreements to address any new features or security concerns. Equipment Installation and Replacement Equipment installation and replacements are not covered under the terms of this SOW but can be provided on a TIME AND MATERIALS basis. This includes the replacement of old equipment, adding new equipment to the environment, and returning an out of warranty equipment to a functional state. For equipment that is still covered by manufacturer's warranty, returning the equipment to a functional state will be considered as part of this agreement if covered under the Solution Coverage of this SOW. Essential Monitoring Company will monitor all supported devices using standardized monitoring and alerting process for services deemed critical by Company. Recovery of devices are automated where appropriate and remediation performed by Company remotely. Warranty Management Company will assist Customer in tracking hardware and software contract expiration dates to allow for timely renewal of support or replacement of the covered product. Windows Server Patching Company continually reviews routine patches as provided by Microsoft and will take in to account industry best practices when applying them to Customer Servers. Microsoft provided patches are applied to Customer Servers on a weekly cadence or as mutually determined by the Company and Customer to Case #00317976 02/29/2024 Revision # 1 Page 5 MRC CONFIDENTIAL — DO NOT DISTRIBUTE Managed IT Services minimize vulnerabilities and security risks. Company is not liable for vulnerabilities or Customer security breaches as a result of Microsoft Server patches. Company suggested patching schedules and policies are available upon request. Storage Devices Company will provide remote support to assist in returning the storage device to the previous functioning state. Cloud Computing Services Company will assist in remote management support for Customers Windows Servers on Customer owned and tenanted Cloud Environment. Troubleshooting and management of Customer servers will be limited to management through Customers Azure Portal and Company support tools. On -Site Requests For issues where Company has determined that on-site support is necessary, Company will schedule and dispatch a technical resource determined by availability. Unless otherwise agreed upon by both parties any on-site visits, including Company travel time, will be billed to Customer on a Time and Materials basis. Managed Workstation Windows Workstation Support Windows Workstation Operating System Support includes remote support to return the currently supported Operating Systems to the previous functioning state and patching of the currently supported Operating System. Antivirus Company offers real-time antivirus threat protection with built in remediation. Mac Workstation Support Mac Workstation Operating System Support includes remote support to return the Operating System to the previous functioning state given assuming active remote service warranty status. Microsoft 365 Troubleshooting and Management Microsoft 365 Suite products include, but is not limited to Outlook, Word, Excel, PowerPoint, and other applications depending on license type. Company will install licensed software and provide remote troubleshooting support for errors and issues related to functionality of these products. Company will assist in remote management of Customer's Microsoft 365 environment, including user and license management. Services include adds, changes and deletions of users, password resets, email routing, rule management, and assistance with licensing questions. Hardware Faults Company will assess hardware failures on covered devices and facilitate repair or replacement by the hardware vendor. Customer will maintain hardware warranties or provide timely payment for repair charges for any Customer provided equipment covered under the SOW, and pay for any costs associated with required upgrades, maintenance agreements, to address any new features or security concerns. Equipment Installation and Replacement Equipment installation and replacements are not covered under the terms of this SOW but can be provided on a TIME AND MATERIALS basis. This includes the replacement of old equipment, adding Case #00317976 02/29/2024 Revision # 1 Page 6 MRS CONFIDENTIAL — DO NOT DISTRIBUTE Managed IT Services new equipment to the environment, and returning out of warranty equipment to a functional state. For equipment that is still covered by manufacturer's warranty, returning the equipment to a functional state will be considered as part of this agreement if covered under the Solution Coverage of this SOW. Warranty Management Company will assist Customer in tracking hardware and software contract expiration dates to allow for timely renewal of support or replacement of the covered product. Windows Workstation Patching Company approves routine patches from Microsoft, that are applied to Workstations on a standardized cadence to minimize vulnerabilities and risk. Company standardized patching schedules and policies are available upon request. On -Site Requests For issues where Company has determined that on-site support is necessary, Company will schedule and dispatch a technical resource determined by availability. Unless otherwise agreed upon by both parties any on-site visits, including Company travel time, will be billed to Customer on a Time and Materials basis. Managed Unified Communication Managed Unified Communication with Enhanced Monitoring Notification and Reporting Managed Unified Communication is designed to support Customer owned telephony systems. This includes working with the vendor to resolve service impacting incidents. Move, add, change and deletes for end users, phones, updates to schedules and hunt groups. Minor patching of UC applications, configuration of monitoring, maintenance, and reporting. VolP Phone Support Managed VOIP Support offering is designed to replace the day-to-day maintenance of the Customer's supported VOIP telephony system. This includes working with the vendor to resolve service impacting incidents. Move, Add, Change and Delete of end users, phones and updates to schedules and hunt groups. Call Center scripting and additional advanced services are available for an additional charge. Managed Data Protection Managed Data Protection is an optional set of services provided for fully supported Managed Servers. Disaster Recovery services are not guaranteed or included within the scope of this SOW. Testing and execution of Customers disaster recovery plan and other services provided in conjunction with the DR plan will be provided on a Time & Materials basis in the event Customer initiates a Disaster Recovery request, unless otherwise stated. Backup device is sized based on Company best practices. Local and Cloud Backup Our Local/Cloud Backup data protection solution provides file level backups and are scheduled to have a single nightly local backup and cloud -based replication with a retention period of at least 30 days, if possible. Manual, periodic, file restore testing is provided. Local and Cloud Backup Continuity Our Local and Cloud Backup with Continuity data protection solution provides block level backups and are scheduled to take place during business hours on an hourly basis with infinite cloud retention. Weekly automated verification tests are provided. Case #00317976 02/29/2024 Revision # 1 Page 7 MRS CONFIDENTIAL — DO NOT DISTRIBUTE Managed IT Services Microsoft Azure with Continuity Our Microsoft Azure with Continuity data protection solution provides block level backups and are scheduled to take place on an hourly basis with infinite cloud retention. Weekly automated verification tests are provided. Customer Owned Backup Solution For Company to fully understand the setup and capability, a formal Xerox Managed IT Services project would be required to assess the processes and technical needs that would be administered by Customer with assistance from Company. Our Customer Owned Backup Solution provides remote monitoring, job failure remediation and file level restoration. Company will provide manual, periodic, Test file level restorations. Configuration changes for non -preferred backup solutions may result in a billable charge. Workstation Data Protection Workstation Data Protection solution, for Managed Workstations, provides block level backups every two hours if computer is connected to the Internet. This solution provides a rolling one-year cloud retention and is designed for systems with no more than 1.5 TB of maximum storage capacity. Managed Network Device Essential Monitoring Company will monitor all supported devices using a standardized monitoring and alerting process for critical services as needed. Automated recovery options are used where appropriate, otherwise remote remediation will be completed by Company. Device Support Network and Other Device support includes remote support to return the device to the previous functioning state. Patching Patching for other devices, such as Firewalls, Switches, Wireless Access Points, ESXi Servers, etc., while not included in this SOW, can be conducted on a Time & Materials basis or may be covered under the Enhanced Monitoring, Notification and Reporting service. Enhanced Monitoring, Notification, and Reporting Customer's Managed Server, Network and Other Device on Network is monitored remotely with an automated notification system for issues or seriously adverse trends related to availability or performance. Dashboards provided through Customer Portal provide visibility into the performance, capacity, and availability of Customer's technology. Minor updates and security patches for Managed Network devices that are covered by Enhanced Monitoring, Notification and Reporting that may be performed remotely are included and may be performed upon request of Customer. Major updates may be requested as needed on a Time and Materials basis. Company policy on update and security patching is available upon request. On -Site Requests For issues where Company has determined that on-site support is necessary, Company will schedule and dispatch a technical resource determined by availability. Unless otherwise agreed upon by both parties any on-site visits, including Company travel time, will be billed to Customer on a Time and Materials basis. Case #00317976 02/29/2024 Revision # 1 Page 8 MRS CONFIDENTIAL — DO NOT DISTRIBUTE Managed IT Services Addons Security — Spam Filtering, Threat Protection, and Encryption The "Security" Email Protection level includes inbound and outboard protection, which combines behavioral, heuristic, and sandboxing technologies to protect against zero hour and targeted attacks. Complete — Security Plus Archiving and Backup The "Complete" Email Protection level includes all the features of "Security" and adds cloud -to -cloud compliance archiving and backup of Office 365 data. Total — Complete Plus Al, Heuristics, and Phishing Training The Total Email Protection package includes all the features of "Complete" plus advanced forensics, end- user phishing training, and artificial intelligence to detect advanced spear-phishing attempts. Phishing Training Phishing training provides an automated platform to deliver suspicious email campaigns to identify end users requiring additional anti-phishing training. Cloud To Cloud Backup Microsoft 365 cloud -based solution to automatically back up your Teams, Exchange, SharePoint, and OneDrive data. Follow Me Filtering Follow me filtering for workstations blocks requests to malware, ransomware, phishing, and botnets before a connection is even established — stopping threats over any port or protocol before they reach the network or endpoints. DUO Multifactor Authentication Multifactor authentication may be offered as an add on for supported providers. Implementation of multifactor authentication may require a project. Microsoft 365 SaaS Data Protection Microsoft 365 Data Protection provides a cloud -based backup, search, restore, and export for Exchange Online, One Drive, Share Point, and Teams. Selected services are backed up three times per day and retained for configurable intervals. G -Suite Data Protection G -Suite Data Protection ensures your data is recoverable allowing the Company to restore lost data from Gmail, Calendars, Contacts, and Shared Drives. Salesforce Community Portal Access Case logging, tracking, communication, escalation (as required), closure, and reporting are performed using Company's Case Management system. Customer Portal access can be provided, enabling secure review of open and closed Cases, submission of new Cases, and other capabilities. Case #00317976 02/29/2024 Revision # 1 Page 9 CONFIDENTIAL — DO NOT DISTRIBUTE � MRC Managed IT Services Client Experience IT Strategy Business Reviews All Managed IT customers will regularly meet with their dedicated Client Experience team member. Their primary focus is to Align IT Strategy with the Company's Business Goals. This would include road mapping and planning for future needs, budget planning and identifying existing or foreseen business risks based on periodic Customer conversation. Full Lifecycle Case Tracking and Reporting Case trend logging, technical communication, support desk escalation (upon request) and reporting are performed using Xerox's Case Management system. Customer Portal access can be provided through an optional Community Portal license, enabling secure review of open and closed Cases, submission of new Cases, and other capabilities. Hardware and Software Inventory Reports as well as various other reports and metrics will be used to ensure alignment and plan for future requirements. Network Admin Identify Trends and Technical Risks The Network Administrator function is performed by a dedicated Company Engineer to audit Customer's environment on an ongoing basis in order to maintain consistency and familiarity with Customer's environment. They conduct periodic reviews of the infrastructure and identify any risks and trends based on the information the tools expose or potential issues that are identified via a visual inspection. Develops and Maintains Technical Documentation After the onboarding project, Company will document Customer's environment and periodically review and update the documentation as needed. These documents are stored in Company's systems for reference by Company or Customer. Any privileged password information is stored in a password vault, where Company tracks who has accessed this information. This plays a vital role in Company's ability to regularly change privileged passwords or initiate changes upon employee termination. Vendor Management — Application and Systems Support Company will act as a liaison with vendors to support the applications and systems as identified in this SOW. Customer must have a current support agreement in place with all the identified vendors for the duration of the contract terms of this SOW. Support for these applications and systems will be initiated by Customer, however, Company may contact the vendor if technical expertise is required. At times the vendor and Company may require assistance from an IT point of contact at Customer's site; Customer must provide reasonable assistance when necessary. Customer is responsible for the development, installation, configuration, maintenance, patching, upgrade, troubleshooting and security of their business software. Any assistance requested from Company IT required to meet these obligations can be provided on a Time and Materials basis. Case #00317976 02/29/2024 Revision # 1 Page 10 CONFIDENTIAL — DO NOT DISTRIBUTE � MRC Managed IT Services Service Level Agreements (SLA) Case Response: For Covered Components, the Initial Response SLA for Cases is defined by the following table. Initial Response denotes engagement by a Company engineer. For the SLA to apply, the Customer is required to contact the service desk (via the phone number, e-mail, or Case Management system via the Community Portal): Priority ResponseCase Definition Critical (P1)** 15 Minutes Impacts the majority of end users company -wide - and either - Causes complete inability to conduct business, or significant safety or security risk; or No workaround available and immediate resolution or workaround is required High (P2)** 1 Extended Business Impacts ability to conduct normal business operations without a Hour workaround; or Critical Case with temporary workaround Medium (P3) 8 Extended Business Resolution important but not required immediately; or Hours End user moves, adds or changes Low (P4) 24 Extended Minimal business impact; or Business Hours Preventative maintenance; or General inquiries (e.g., end user training, questions) Planning Variable Enhancement "For this Response SLA to apply, Critical (PI) and High (122) Cases require call to the service desk *Denotes elapsed service hours. For P1 s this is 24x7 or 8x5 depending on coverage level, and for P2s through P4s this is 8x5. SOW Changes or Additions Any change to the scope of this SOW will require a Change Request form to be filled out and signed by both Customer and Company. Changes must be made in writing to the vCIO/CEM who will initiate the Change Request form. A Change Request form is required for any of the following: Any work performed outside the scope of this SOW will be billed in accordance with the IT Master Services Agreement between the parties and Company's current rates, which include overtime multipliers for work performed outside of 8:00am-5:00pm local time unless 24x7 coverage is selected. Changes to the environment; infrastructure additions or changes will be audited and reviewed on a quarterly basis. This will be managed by the vCIO/CEM and automated increases or decreases will be applied to the account based on their environmental assessments. Any unmanaged devices may incur a Time and Materials charge. As appropriate, Company will then proceed to generate a new SOW or Change Request Form based on these findings. Case #00317976 02/29/2024 Revision # 1 Page 11WWI MRS CONFIDENTIAL — DO NOT DISTRIBUTE Managed IT Services Customer Responsibilities To complete this SOW successfully, Customer involvement is necessary during the planning, execution, and closure phases. The following items are required by Company to maximize efforts while minimizing risks, and they have been derived during the delivery of previous projects of similar size and/or scope. Unless otherwise noted and specific to the SOW scope, Customer will: • return a fully executed IT Master Services Agreement ("MSA") prior to commencement of project tasks. • return one [1] original copy of this document with authorized signature and completed location information. • maintain a business class firewall at each location with static IPs. • provide written authorization form to perform testing; Company will provide the form to Customer. • designate a single point of contact and a backup contact for communications with Company personnel. • provide completed Information Gathering Sheet with all applicable accounts and credentials prior to the start of onboarding. • be willing to work with their onboarding team to assist with Backup Appliance Probe and Agent installation • have appropriate business class internet speeds. Requirements are higher for offsite backups. • maintain a warranty for all hardware being supported. • have and maintain support agreements for all supported applications and operating systems. • provide any application or hardware licensing and related information upon request. • allow Company reasonable access and support maintenance windows. • provide a primary and secondary designated point of contact for billing, security/access and technical related issues (this need not be the same contact). • ensure that workstations and Servers are turned on during their Scheduled patching windows. • contact Company by phone with any Priority 1 or 2 issues. All other issues can be submitted via phone, email or on-line. • be responsible for their data. Data needs classified and secured appropriately via user and group permissions to volumes, shares, and folders. • not modify or uninstall any hardware or software necessary for Company to monitor or support Customer. • inform Company of any 3rd party patching requirements and sign off on the schedule and implementation of it. • provide IT personnel to assist with remote troubleshooting, as needed. • make sure users are available during troubleshooting Customer issues unless otherwise directed by Company personnel. • provide remote access as needed. • provide root/admin-level access and physical access to all servers, network devices, and other hardware involved for direct assistance from Company resources based upon the covered services within this SOW. • work with Company to ensure that all hardware and software solutions are properly sized for their intended use. • work with Company to ensure that all hardware, software, and services that will be supported by this SOW must be supportable as deemed by Company. Any exceptions must be remediated concurrent to Customer Managed IT Services onboarding. • provide access of Customer's systems to Company during normal business hours. • be responsible to maintain data backups. Company is not responsible for Customer data or any loss of data resulting directly or indirectly from this SOW. Case #00317976 02/29/2024 Revision # 1 Page 12 CONFIDENTIAL — DO NOT DISTRIBUTE 4 MRC Managed IT Services Approvals By signing this agreement, all signatories accept responsibility for its execution. Upon receipt, this project will commence. All dates and times are given to serve for the purpose of reference only and will not be used against either party for award of payment or deliverables. Customer Approval Authority Name: Title: Email: Ph#: Signature: Date: Company Approval Authority Name: Title: Signature: Date: Case #00317976 02/29/2024 Revision # 1 Page 13 M C CONFIDENTIAL — DO NOT DISTRIBUTE I, l54 E679 -D D08-4C73-90AC-56291 C7 D E 13 F ta ATTACHMENT 2 INSURANCE REQUIREMENTS ACKNOWLEDGEMENT Must be executed by proposer and submitted with the proposal Tony Diiorio confirm that MRC Smart Technology Solutions Inc (name) hereby acknowledge and (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 vP of sales of MRC smart Technology Solutions Inc , (Title) (Company) Page 11 of 13 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 in the amount of $1,000,000 per occurrence Umbrella or Excess Liability may be used to meet policy limits Page 11 of 13 DocuSign Envelope ID: 0054E679-DD08-4C73-90AC-56291C7DE13F i.i.. 4• L R NON -COLLUSION AFFIDAVIT FORM 466�W v:Ll 11 l��L\I ATTACHMENT 3 Must be executed by proposer and submitted with the proposal Tony Diiorio I, (name) hereby declare as follows: I am VP of sales of MRC smart Technology Solutions Inc (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. ,— DocuSignedby: Proposer Signature: Proposer Name: Proposer Title: Company Name: Address: Gln V MV16 Tony Diiorio vP of sales MRC smart Technology Solutions Inc 5657 Copley Drive I San Diego, CA 92111 Page 12 of 13 54E679-DD08-4C73-90AC-56291 C7DE13F v:Ll 11 l��L\I 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 1 DocuSigned by: VubVtb FDEEEB028EBA4B9... 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