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Pacific Office Automation
Marlcrtplaw-dty Company: Pacific Office Automation Email: gary.thompson@pacificoffice.com Contact: Gary Thompson Address: 14747 NW Greenbrier Parkway Beaverton, OR 97006 Phone: N/A Website: www.pacificoffice.com Submission Date: Mar 1, 2024 4:57 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 Pacific Office Automation Response CONTACT INFORMATION RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services ADDENDA CONFIRMATION Addendum #1 Confirmed Feb 29, 2024 5:22 PM by Gary Thompson 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 POA_La_Qu i nta_2_page_write_u p. 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 Pacific Office Automation, as a Managed Service Provider (MSP), collaborates with Arctic Wolf's Security Operations Center (SOC). Our incident response protocol swiftly analyzes security events, determines severity, and prioritizes incidents.. 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 Last year, amidst heightened Christmas hacking activity, a client experienced ransomware. POA swiftly responded with NOC and SOC support, containing the threat, minimizing disruption, and ensuring rapid recovery. This case study highlights our commitment and effective security operations. 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 POA is HIPAA-certified, indicating rigorous assessment of systems, processes, and controls for compliance with HIPAA standards. Pursuing SOC 2, ISO/IEC 27001, and NIST certifications. 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 POA implements a robust real-time perimeter monitoring strategy, blending SOC and NOC functions as an MSP. We deploy advanced tools for continuous network traffic, log, and security event monitoring. 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 POA ensures 24/7/365 health monitoring and availability of our delivery platform. Our NOC continuously monitors performance and employs advanced tools for proactive issue detection, minimizing downtime. Dedicated engineers swiftly respond to incidents, ensuring reliability. DO YOU PROVIDE ANNUAL SECURITY ARCHITECTURE REVIEW AND VULNERABILITY ASSESSMENTS?* Maximum response length: 300 characters POA offers annual and monthly security architecture reviews and vulnerability assessments as part of our cybersecurity services. These include examining clients' security infrastructure to identify vulnerabilities and provide actionable recommendations. 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 Pacific Office Automation (POA) swiftly restores Internet connectivity during outages through a structured approach: A. Initial Assessment B. Isolation RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 4 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services C. Communication D. Escalation E. Resolution F. Testing Resolution time varies; POA employs proactive measures to minimize outages and ensure reliability. ARE YOU ABLE TO OFFER 24/7/365 SYSTEM MONITORING AND EMAIL MONITORING?* 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 POA offers comprehensive support for VoIP and analog telephone systems, specializing in Mitel systems. Our certified technicians handle installation, configuration, maintenance, and troubleshooting to ensure reliability. 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. RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 5 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services Maximum response length: 300 characters No response submitted 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 No response submitted WHAT IS YOUR PROCESS FOR KEEPING TRACK OF ALL LA QUINTA IT INVENTORY? Maximum response length: 300 characters POA tracks La Quinta IT inventory using a robust process, including quarterly vCIO reviews. Integrated platforms like My IT Glue and Liongard, alongside MyITProcess, ensure comprehensive documentation of hardware, software, and network infrastructure. 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 POA delivers exceptional customer service and help desk support with our 24x7 staffed helpdesk. Experienced technicians address IT issues promptly, day or night.. PLEASE DESCRIBE THE LOCATION OF YOUR OFFICE HEADQUARTERS. * RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 6 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services Maximum response length: 300 characters POA's headquarters is in Beaverton, Oregon, with offices across 11 states including Oregon, Washington, California, Arizona, New Mexico, Nevada, Utah, Colorado, Idaho, Texas and Hawaii. Each location offers sales, service, admin, and support tailored to local needs. 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 POA has local offices in Southern California, with a warehouse in Riverside, CA (9533 Rudicill Street) and sales/support office in Orange, CA (2200 W Orangewood Avenue, Suite 120). DURING BUSINESS HOURS, HOW LONG WOULD ITTAKE SOMEONE TO ARRIVE ON-SITE IN THE EVENT OF AN IT EMERGENCY? 1-2 hours DURING AFTER HOURS, HOW LONG WOULD IT TAKE SOMEONE TO ARRIVE ON-SITE IN THE EVENT OF AN ITEM ERG ENCY? 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, our firm can indeed accommodate your request for a minimum of two on-site desktop technicians, with the added specification of one of the technician's possessing proficiency in networking. RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 7 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services 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 During business hours, our guaranteed helpdesk response time for normal severity tickets is <4 hours. Onsite staff often respond within 1 hour or less. After-hours, our response time is <1 hour, with critical issues prioritized, minimizing downtime. On average, after-hours response time is <30 minutes, prioritizing critical issues for minimal disruptions. PLEASE UPLOAD RESPONSE TIME AND SUPPORT SLAS. C ity_of_La_Qu i nta_S LA. pdf WHAT IS THE AVAILABILITY OF KEY STAFF DURING NORMAL BUSINESS HOURS? Maximum response length: 300 characters During business hours, key staff members, project managers, and technical account managers are accessible. We provide an escalation triage with a dedicated account manager, vCIO, Regional IT Supervisor, and Managers/VPs. ARE THERE ANY PENALTIES FOR YOUR COMPANY IF GUARANTEED RESPONSE TIMES AREN'T MET?* Maximum response length: 300 characters We prioritize meeting guaranteed response times, with penalties outlined in our SLA for any failure. These may involve compensation or service credits. We conduct reviews to identify root causes and implement corrective actions to prevent recurrence, ensuring continuous improvement. RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 8 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services DESCRIBE YOUR WORK ORDER/TICKET SYSTEM. Maximum response length: 300 characters Our ticket system, powered by ConnectWise, ensures efficient service delivery. Clients submit requests and track status in real-time. Seamless communication and comprehensive reporting enhance transparency and accountability, ensuring a superior client experience. WHAT ARE THE STEPS USED TO ESCALATE CHRONIC OR CHALLENGING PROBLEMS?* Maximum response length: 300 characters A. Initial Assessment B. Troubleshooting C. Manager Review D. vCIO and Account Manager Involved E. Collaboration and Strategy F. Monitoring and Communication G. Resolution and Documentation This process ensures prompt and effective resolution of issues, leveraging team expertise for optimal outcomes. 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 RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 9 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services 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 A. Assessment and Planning B. Testing and Validation C. Deployment D. Training and Support Regarding extra fees: Major upgrades typically included in managed IT services agreement. Additional costs discussed transparently. Project labor rate: $110 per hour for Managed IT Customers. PLEASE DESCRIBE YOUR EXPERIENCE ADMINISTERING MICROSOFT 365 FOR CLIENTS. PLEASE DESCRIBE ANY MICROSOFT 365 CERTIFICATIONS YOU HOLD. * Maximum response length: 300 characters We're experts in Microsoft 365, offering setup, migration, and support. Our certified team ensures optimal productivity and security, holding relevant certifications like Microsoft 365 Enterprise Administrator Expert and Security Administrator Associate. PLEASE DESCRIBE YOUR FAMILIARITY AND EXPERIENCE WITH OTHER EXISTING LA QUINTA TECHNOLOGY, AS LISTED IN THE OPPORTUNITY OVERVIEW ABOVE. * RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 10 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services Please be sure to highlight technologies you are unfamiliar with. Maximum response length: 500 characters We're extensively experienced in various technologies including Microsoft Office 365, Adobe Creative Cloud, ArcGIS, AutoCAD LT, Bluebeam Revu, Genetec Security Center, Laserfiche, and Zoom Phones. Our team ensures smooth integration, optimal performance, and ongoing support. We continuously adapt to new technologies to deliver top-notch service to our clients. 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 Our software and hardware evaluation process ensures alignment with City requirements and objectives. We conduct needs assessment, research, vendor evaluation, feature comparison, cost analysis, and seek stakeholder feedback. 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 A. City: Facing tech limitations, we conducted assessment, aligned with city goals, prioritized projects, ensured incremental implementation, and provided ongoing training. County: Addressing inefficient processes, we facilitated workshops, adopted a phased approach, ensured strong governance, embraced emerging tech, and monitored progress. C. Town: Rectifying tech strategy gaps, we conducted assessment, developed roadmap, emphasized cybersecurity, provided training. RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 11 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services 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 In a recent study conducted by POA, we found that 26.3% of POA's business is within governmen. PLEASE PROVIDE REFERENCES FOR THE CITY OF LA QUINTA* Please download the below document, complete, and upload. • Marketplace.city Reference .. POA_Marketplace.city_Reference_Document_Final.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 POA_Basic_Pricing_Template_=kc_edit.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.* RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 12 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services Maximum response length: 300 characters For accurate pricing, we need: A. Overview of current IT infrastructure. B. Detailed IT requirements and objectives. C. Desired service levels and helpdesk preferences. D. Scope of services: takeover or new implementation. E. Compliance and security requirements. F. Budget constraints. G. Growth plans for future IT needs. PLEASE UPLOAD ANY STANDARD PRICING DOCUMENTS YOU WISH TO SHARE. No response submitted 11. Implementation PLEASE DESCRIBE YOUR IMPLEMENTATION METHODOLOGY, INCLUDING AVERAGE IMPLEMENTATION TIME.* Maximum response length: 500 characters Our implementation methodology ensures success through: A. Assigned Project Manager: Dedicated oversight. B. RACI Matrix: Clear roles and responsibilities. C. 45 -Day Goal: Timely execution of deliverables. D. Planning and Documentation: Comprehensive plans and records. E. Risk Management: Proactive identification and mitigation. RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 13 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services F. Communication: Regular updates to stakeholders. G. Change Management: Strategies to manage resistance. Structured, transparent, and focused on delivering value to our clients. 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 For a successful partnership, we'll need: A. Information and Data B. Staff Resources C. Communication channels D. Access and Permissions E. Training sessions F. Support and Escalation Procedures. 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. RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 14 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services 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 0 SuDDlemental Attachments .docx City_of_La_Quinta_Signed_forms.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. City_of_La_Quinta_-_Managed_IT_Services_RFP_Response_Final.pdfCity_of_La_Quinta_-MITS_RFP_Proposal_Final.pdf RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 15 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services 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 A. Company Name: E. Firm ownership and if incorporated, list the state in a. Pacific Office Automation which the firm is incorporated and the date of B. Years in Business incorporation. a. Incepted 1976 — 48 years. a. Family Owned — Incorporated in Oregon C. Taxpayer Identification Number: F. If the firm is a subsidiary of a parent company, a. 96-0665413 identify the parent company. D. Number of Years performing Managed IT Services: a. N/A a. 20 Strength and Differentiators POA is a growth company; we are committed to expanding our product and service offerings to simplify office technology and automation for our clients. With over 48 years of uninterrupted year over year growth, we know we can provide value and a strong return on investment to our clients regardless of size or industry. We believe this is why we have been recognized as a leader in document imaging and image technology for over four decades. We offer the resources of a publicly traded company combined with the flexibility and personal service you can only get from a family-owned company - the best of both worlds. The City of La Quinta Tailored IT Solutions Pacific Office Automation (POA) is poised to meet the comprehensive managed IT and cybersecurity needs of the City of La Quinta through a tailored solution designed to ensure operational efficiency, security, and strategic guidance. As part of this solution, POA will deploy a team of dedicated professionals, including a desktop engineer onsite and another engineer also familiar with networking, to address immediate technical concerns and provide ongoing support. Leveraging industry-leading platforms such as Datto, ConnectWise ticketing, and Arctic Wolf SOC for Managed Detection and Response (MDR), Incident Response (IR), and Security Operations Center (SOC) capabilities, POA will ensure proactive monitoring, threat detection, and rapid incident response. Additionally, WatchGuard EPDR and patch management solutions will be implemented to bolster endpoint security, while Barracuda email security will safeguard against email -borne threats. Furthermore, POA will assign a local Technical Account Manager (TAM) to the City of La Quinta, providing strategic guidance, conducting quarterly/monthly reviews, and serving as a single point of contact for all IT -related matters. This personalized approach ensures alignment with the city's objectives and facilitates proactive planning and decision-making. Additionally, a dedicated account manager will be assigned to streamline communication and ensure seamless service delivery. Beyond managed IT and cybersecurity solutions, POA offers a comprehensive suite of technology services, positioning itself as a one- stop -shop for all La Quinta's technological needs. By consolidating services under a single vendor, the city benefits from streamlined management, cost savings, and enhanced efficiency. POA's commitment to excellence, coupled with its breadth of offerings, makes it the ideal partner for the City of La Quinta's IT and cybersecurity requirements. Resumes of Key IT Personnel responsible for performance: Chris Miller Vice President of IT Sales and Solutions Pacific Office Automation (POA) - Seasoned IT professional and leader with over 25 years of experience in the technology industry. - Started career as a Systems Specialist at Northwest Computer Solutions in 1996, gaining foundational experience in systems management and support. - Transitioned to a Solutions Manager role at Copytronix, demonstrating strong leadership and technical expertise in managing solutions for clients. - Currently serves as Vice President of IT Sales and Solutions at Pacific Office Automation (POA) for the past 13 years. - Led a team to achieve over $60 million in revenue for technology services at POA. - Nurtured relationships with over 650 Managed IT and Cyber Security customers. - Collaborates with industry-leading IT solution vendors such as Datto, Arctic Wolf, and WatchGuard Technologies as a member of their board of directors. - Holds a degree in Network Engineering and various certifications including Microsoft Certified Systems Engineer (MCSE), Certified Network Engineer (CNE), Cisco Certified Network Associate (CCNA), and other vendor -specific certifications. Stephen Mykel Director of Helpdesk Services Pacific Office Automation (POA) - Dedicated IT professional with 15 years of experience at Pacific Office Automation (POA). - Career progression from IT Engineer to Technical Account Manager (TAM), now in the current role as Director of Helpdesk Services. - Known for effective management of all of our helpdesk staff, overseeing a team of over 80 technicians and managers at POA. Leads the Helpdesk Services department in ensuring efficient and effective support for internal and external customers. - Implements strategies to optimize helpdesk processes and enhance customer satisfaction. Previously served as a Technical Account Manager, providing exceptional service to clients and ensuring customer success. - Holds multiple expert -level Microsoft certifications and continuously updates skills to stay current with industry trends. - Key skills include IT leadership and management, helpdesk operations, customer relationship management, technical problem - solving, team building and development, and process optimization. - Dedicated to leading the Helpdesk Services department at POA, ensuring top -tier support for both internal and external customers while driving continuous improvement initiatives. Harman Agroia Lead Sales Engineer (CA/NV) Pacific Office Automation (POA) - Dynamic Lead Sales Engineer with over 5 years of experience at Pacific Office Automation (POA), specializing in providing innovative IT solutions to a diverse clientele. - Demonstrated leadership in architecting solutions, training sales teams, and driving business growth. - Brings 10 years of experience in the IT industry, holding an MBA, a bachelor's degree, & adv. certifications in IT and Cyber Security. - In current role as Sales Engineer, Lead (CA & NV Market) at POA, leads comprehensive consultations with all industries. - Manages the local TAM and field tech teams in CA/NV and architects' solutions while presenting strategic proposals. - Trains sales teams on Managed IT and Security Services, manages technical projects, and oversees customer support. - Educational background includes a bachelor's degree in information technology (IT) and a MBA. - Holds certifications including Network+, Security+, Cyber Security for Executives, and more. - Key skills encompass consultative selling, solutions architecture, project management, team leadership, technical training, IT infrastructure design, cybersecurity, and customer relationship management. - Current focus is on driving business growth and customer satisfaction through innovative IT solutions and exceptional leadership at POA, residing in the Southern California market. Robert Montes Senior Technical Account Manager Pacific Office Automation (POA) - Provided technical support and account management for clients. - Collaborated with clients to address their technical needs and ensure satisfaction. - Managed projects and ensured timely delivery of solutions. - Prior United States Marine - Managed a dining facility, supervising 20+ personnel and providing 2,100 meals daily. - Optimized employees' career opportunities with over 500 instruction hours. - Assisted in the production of $797,080.77 in subsistence items. - Supervised and managed 9 employees, handling over $300,000 worth of subsistence orders annually. - Accounted for $250,000 worth of assets and responded to immediate requests. - Utilized historical data to optimize ordering processes and prevent unnecessary cost overruns. City of La Quinta RFP for Managed IT Services Due March 1, 2024 Service Desk, Response Times & Rates The PACIFIC OFFICE AUTOMATION Service Oesk provides a paint oiescalation feryour R group when they hauean issue or q uestlen - PACIFIC OFFICE AUTOMATIC N's staff is available during business h ou ra to lag issues and support your team. You [an contact the IT Service Oesk via email or phone- We committo responding to your question promptly laverage response times guaranteed, based on seventy)- If you are contacting ustn escalate a service outager we wilIroute the call to ourtechnical center for prompt attention. Initial engagement is the guaranteed average time to a technician beginningwork on thaticket SERVICE DESK SEVERITY RAAKJNGS AHO RESPOASETIMES Severity finiltion De(Phone Iniflal Response Call) Initial Engagement 3usiness operations 30 seconds Less than 3fl min [Business Hours} are halted Critical Key processes are 30 seconds Less than 50 affected or business Minutes 15 compromised Major Single User Is down 30 seconds 1 Hour Normal Malfunction is 30 seconds Less than 4 Hours ca using inconvenience, but minimal productivity loss tat Qu&ta CALIFORNIA - ATTACHMENT 1 Insert the City's Agreement for Contract Services or any other agreement that is to be used PACIFIC OFFICE AUTOMATION — PROBLEM SOLVED TOTAL SOLUTIONS AGREEMENT NO. Fj7] PROFESSIONAL SERVICES ® FACILITIES MANAGEMENT 46 19 PRODUCTION COLOR / B&W / LARGE FORMAT MAILING / SENDING Rfl MULTI FUNCTION PRINTERS & COPIERS rev SECURITY CAMERAS Fm_1MANAGED PRINT SERVICES /FLEET ® UNIFIED COMMUNICATIONS (CLOUD / ON -PREMISE) MANAGED IT SERVICES &CYBER fa ® SECURITY ��+� SOFTWARE SOLUTIONS (CLOUD / ON -PREMISE) (CLOUD / ON -PREMISE) Pacific Office Automation ("POA") offers a wide variety of products and services (collectively "Solutions') for the purpose of efficient office management. By entering into this Total Solutions Agreement ("TSA" or "Master Agreement"), you ("Customer") are agreeing to obtain one or more Solutions from POA, all of which are governed by the terms of this Master Agreement. Specifically, you agree to the purchase or lease of any of the Solutions as may be later identified by an Order subsequent to this TSA. NAME TITLE SIGNATURE DATE CUSTOMER NAME NAME TITLE SIGNATURE DATE By signing this TSA, you agree to terms and conditions on the following pages and that any Solution leased or purchased on any Order will be governed by the Master Agreement General Terms and Conditions, the applicable Master Agreement Additional Terms and Conditions for that particular Solution and the Order Form. You further understand and agree: (a) this Master Agreement is binding, effective, and NON -CANCELABLE upon execution; (b) you fully understand the terms and conditions stated herein, including that additional paperwork or documentation may be required from you to fulfill your obligations under this TSA; and (c) by signing above, you have represented to POA that you actually possess authority to enter this TSA. 1. TERM OF AGREEMENT. This Agreement is effective upon the date of Customer's signature and, unless otherwise stated herein, will remain in force for the term stated on each Solution Order, as integrated hereby. Unless either party provides written notice of non- renewal not more than ninety (90) days and not less than thirty (30) days prior to the expiration of the Solution Order Term, the Solution Order will be automatically renewed for additional, successive one-year terms ("Renewal Term'). 2. PRODUCT/SERVICE ADDENDA. Customer acknowledges that POA provides a variety of Solutions and that the TSA General Terms and Conditions governs the terms and conditions of all POA Solutions. Should there be any conflict in the terms of this TSA and any Order, the terms of the Order shall prevail. 3. FEES AND PAYMENT. Customer agrees to pay to POA, at a minimum, the monthly payment amount agreed to for any Order executed by Customer, as well as all associated charges for services and hardware (as applicable), and variable usage and non-recurring charges throughout the term and any renewal term. Failure to pay any POA invoices within thirty (30) days may result in an interruption of service. Customer agrees that POA may increase the minimum monthly payment and any image, variable, or use charges each year during any Order term in an amount not to exceed 10% of such charge. 4. LATE FEES. If Customer fails to pay any POA invoice within thirty (30) days after the payment due date, Customer shall be obligated to also pay to POA an additional late fee amount of 1.5% per month, or 18% per annum. S. FINANCING. Several POA Solutions involve equipment or services that may be leased/financed through POA or through a third -party financing entity. POA agrees to provide reasonable assistance to Customer in order to obtain financing for the purchase or lease of the Solution(s); however, financing cannot be guaranteed by POA. Customer remains responsible for the full purchase price of the equipment sold/ leased, in the event that financing cannot be obtained. If a "sale" price is not specifically indicated in the Addendum, due to anticipation of an agreed-upon lease (monthly) payment, the purchase price will be: the Manufacturers Suggested Retail Price of the equipment, plus the cost of any lease buyouts, delivery charges, and installation charges, as well as the total amount of any Service/Order Agreement that POA has agreed to provide incidental to the equipment. 6. COOPERATION. In the event that financing is obtained, Customer hereby agrees to fully cooperate in executing whatever industry standard Lease FinancingAgreement(s) required for financing. Additionally, Customer agrees to cooperate in any and all respects necessary to fulfill the intent of this Agreement and any Order including cooperation with delivery and acceptance of POA Solutions as well as cooperation in buyouts, return(s) of equipment, and/or any incidental actions requested by POA. Customers failure or refusal to enter necessary financing documents shall be considered a material breach of this Agreement, subjecting the Customer to: a) liability for payment in full of the contracted Solution(s); and/or (b) POA's ability to enforce the terms of this TSA and any Order. As applicable, Customer agrees to return all leased equipment in fully working order at the end of any lease term or renewal term. 7. PRIVATE DATA. Customer shall make arrangements to protect or remove all sensitive and private data that may become stored on Customer's equipment. While POA may provide options for data removal and protection, Customer is solely responsible for selecting an appropriate data removal standard that meets Customer's business needs. POA shall not be liable for damages arising from Customer's failure to fully remove and protect its data and/or the data owned by any third party. 8. MISCELLANEOUS. • This Agreement shall be governed by laws of the State of Oregon. Customer consents to jurisdiction and venue in Multnomah County, OR for any dispute arising out of this Agreement or any related Order, but POA specifically reserves its rightto determine thatvenue may be more appropriate in the location where the Solution(s) are being used. Should another venue be chosen by POA, the State law controlling that venue shall govern. • In the event any one or more provisions of this Agreement or any Order is held to be invalid or unenforceable, the enforceability of the remaining provisions shall be unimpaired. • Each party acknowledges that it has read this Agreement and agrees that this Agreement supersedes and merges all prior proposals, agreements, and/or understandings between the parties, whether oral or written. This includes, without limitation, the terms of any prior proposal(s) or offers. • No modification, amendment, supplement or waiver of this Agreement shall be binding upon the parties hereto unless made in writing and signed by both parties. • Customer may not assign or dispose of any rights or obligations under this Agreement, any Order, or any financing documents without POA's prior written consent. 9. ATTORNEYS' FEES AND COSTS. If Customer defaults in the payment terms of this Agreement or any Order and/or any other obligation as provided herein or in any Order, POA shall be entitled to recover its attorneys' fees and costs incurred in enforcing its rights. POA's right to recover shall be absolute, even if no lawsuit or legal action is filed. 10. DISCLAIMERS. ALL EQUIPMENT SOLUTIONS OFFERED BY POA ARE SUBJECT TO A MANUFACTURER'S WARRANTY. EXCEPT AS SPECIFICALLY PROVIDED BY THE MANUFACTURER(S), POA DISCLAIMS, WITHOUT LIMITATION, ALL IMPLIED WARRANTIES, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITYAND/OR FITNESS FORAPARTICULAR PURPOSE. IN NO EVENT SHALL POA BE LIABLE FOR ANY SPECIAL, INCIDENTAL, INDIRECT OR CONSEQUENTIALDAMAGES,INCLUDING (BUTNOTLIM ITEDTO)ALOSSOF DATA, LOSSOF REVENUE, AND/OR LOSS OF PROFITS, ARISING OUTOF OR IN CONNECTION WITH THE USE OR INABILITYTO USETHE SERVICE OR EQUIPMENT PROVIDED HEREUNDER. THIS DISCLAIMER APPLIES WHETHER THE CLAIMS ARE MADE BASED ON A THEORY OF BREACH OF CONTRACT, BREACH OF WARRANTY, NEGLIGENCE OR OTHERWISE, EVEN IF POA IS ADVISED IN ADVANCE OF THE POSSIBILITY OF SUCH DAMAGES. 11. INTERIM USE In the event of partial or staged delivery of any equipment or Solution, POA reserves the right to charge Customer interim rental and usage charges until such time as complete delivery, acceptance and commencement of the initial lease term. The interim rental fee shall be charged on a percentage basis of delivered equipment/ solution plus usage charges. V 11/20 1. SERVICE/ SUPPLY COMMITMENT. The following in included in POA's Service/Supply Commitment: • Replacement of all parts found defective or worn as a result of normal equipment use • Labor to repair and properly maintain the equipment. • Reventative maintenance done at intervals specified by the manufacturer. • Loaner equipment in the event the equipment requires shop work to repair. • Replacement of photoconductors and heater rollers found defective or worn as a result of normal use. • Replacement of black and color toner, black developer, brushes, and filters. • Factory recommended retrofits and improvements in the equipment. 2. TONER SUPPLY. If toner is included in the Order, the toner will be supplied within the cost per copy charge based upon based upon standard manufacturer's yield. POA may perform an audit a to determine consumption levels. In the event actual consumption levels exceed standard toner coverages (10% Mono, 35% Color), POA reserves the right to invoice for excess consumption. Coverage under the One Rate program assumes the device will be operated within manufacturer specifications using standard toner coverages. Not included are paper, staples, and network support. Service calls by POA covered under the Service Order will only be made during the hours of 8 a.m. to 5 p.m., Monday through Friday, excluding holidays. Service requested and performed at any othertime will be billed at standard overtime rates. 3. BASE/ OVERAGE CHARGES. Customer agrees to pay POAthe base and overage charges agreed to in the Order and agrees that excess images over the allotted base amount during the billing cycle will be billed to Customer at the agreed to rate for overages. If not noted, overages will be charged at POA's book rates. If the Service/Supply Agreement combines two or more pieces of equipment of different operating costs, POA reserves the right to adjust image allocation and pricing to fairly reflect actual usage should the actual usage rate of the equipment vary by more than 10% from the expected usage rates. 4. POA MFP NETWORK SERVICE. POA MFP Network Service solely provides coverage for services related to the connectivity between the covered equipment and the Customer's Network. MFP Network Service does not provide coverage for services for the Customer's Network itself. Customer shall be solely responsible for the cost of any cables or additional hardware required to connect equipment to a network. POA shall not be responsible for any updates or problems arising after the initial installation due to a change in the Customer's computers and/or Network. S. WARRANTIES/ GUARANTEES. a.Standard Limited Warranty: POA warrants equipment to be free of defect in materials and workmanship for a period of 90 days from installation. This warranty does extend to replacement of supply items or consumables such as photo conductors, heater rollers, fuser, cleaning kits, toner, developer, or paper. New Equipment shall be defined as equipment with usage up to 5,000 copies. Used equipment shall receive a 30 day warranty. b.Response Time Warranty: POA guarantees four hour average response time for emergency services for equipment that is within fifty miles of POA branch offices. If POA does not perform this guaranteed average response time for a period of one year, Customer will receive, upon written request a 5% credit towards Customer's next service or supply purchase from POA. c.Upgrade, Trade-in: For all New equipment purchased hereunder and continuously covered under a POA Service Agreement, POA will guarantee a trade in value on New Equipment up to 90% of MSRP during the first 36 months after acquisition and a minimum guaranteed trade in value of 10% thereafter. 1. FEES/ PAYMENT. Ifthe number of users and/or workstations increases or there is an increase in hardware during the term of this Agreement, POA may in its sole discretion automatically adjust the monthly payment amount to reflect any increase. Any and all services requested by the Client that fall outside of the terms of this Agreement will be considered "Projects' and will be quoted and billed as separate, individual services. Customer agrees to pay to POA, at a minimum, the monthly payment amount agreed to for any Order executed by Customer, as well as all cloud variable usage charges, as applicable. 2. COVERAGE. Details of coverage are outlined on the Managed Service Order. Costs to repair or replace hardware are not covered underthe terms ofthis Agreement. Additional details of support and escalation can be provided upon written request. Services performed outside of standard business hours are not covered by this Agreement and are subject to additional fees. Any onsite service call requested by the Client where no service is necessary will be subject to standard chargeable fees. 3. MINIMUM STANDARDS REQUIRED FOR SERVICES. In order to provide effective services under this Agreement, the Customer environment must conform to the following: a.All workstation and/or servers with Windows Operating systems must be running a version currently supported by the manufacture and all service packs and critical updates installed. b.All server and workstation software must be genuine, licensed, and vendor supported. c. The environment must have a currently licensed, up-to-date and vendor supported server based POA approved antivirus solution protecting all servers, workstations, and email. d.The environment must have a currently licensed, vendor supported, server based POA approved backup solution that can be monitored, and be able to issue notice of failures and successes. e.The environment must have a currently licensed, vendor supported POA approved hardware firewall between the internal network and the internet. f. All wireless data traffic in the environment must be securely encrypted. g.There must be an outside static IP address assigned to a network device allowing RDP and VPN access. Customer must have an adequate internet connection and speed approved by POA. h.Customer must ensure that environment has sufficient power to meet manufacturer's specifications on all hardware devices. i. Costs required to bring Customer's environment into compliance with minimum standards is not included in this Agreement. All workassociated with bringing Customer's environment with minimum standards must be contracted through and completed by POA. 4. EXCLUDED PRODUCTS AND SERVICES. Products and services not covered by this Agreement: a.Services on parts, equipment, or software not covered by vendor/manufacture warranty or support. b.The costs of any parts, equipment, or shipping charges of any kind. c. The cost of any software, licensing or software renewal or upgrade fees of any kind d.The costs of any third party vendor or manufacturer support or incident fees of any kind. e.The cost to bring the Customer's environment into compliance with minimum standards for service. f. Failure due to acts of God, building modifications, power failures, or other adverse environmental conditions or factors. g. Service or repair made necessary by the alteration or modification of equipment other than as authorized by POA including alterations, software installations or modifications of equipment made by Client's employees or another other than POA. h. Maintenance of applications software packages, whether acquired from POA or any other source unless specified on this Agreement. I. Programming (modification of software code) and program (software) maintenance. j. Any IT product or IT service not specifically identified on the Order. k. Training service of any kind. 5. POA IS EXCLUSIVE INFORMATION TECHNOLOGY PROVIDER. By entering this Agreement, Client agrees that POA is the exclusive provider, manager, and servicer of all Information Technology and similar products and services to Client. Client additionally agrees it will not employ any internal Information Technology personnel during the term of this Agreement. 6. ANTIVIRUS. Included are basic requirements for Client antivirus protection. 7. MOVES. One (1) workstation or hardware move per every ten (10) Customer users during every calendar month during the term of the Order. Move time must be scheduled in advance and there is no carryover of any unused Move time from any previous month. 8. RIGHTS AND INTERESTS. All worldwide intellectual property rights associated with any ideas, concepts, techniques, processes or other work product created by POA during the course of performing the services shall belong exclusively to POA, and Client shall have no right or interest therein, other than as acknowledged in this paragraph. POA hereby grants to Client a royalty -free, nontransferable, nonexclusive license, solelyfor Client's internal business purposes, to the object code form of any application software programs or other work product created by POA in performing the services, for use solely during the term of this Agreement. 9. DEVELOPMENT TOOLS. POA will retain all right, title and interest in and to all software development tools, know-how, methodologies, processes, technologies or algorithms used in providing the services which are based on trade secrets or proprietary information of POA, or are otherwise owned or licensed by POA. Licenses will not be deemed to have been granted by either party to any of its patents, trade secrets, trademarks or copyrights except as otherwise expressly provided in this Agreement. V 11/20 1. SCOPE OF SERVICE COVERAGE. In the event of any service issues, POA will assist Customer with troubleshooting the source of the problem and use reasonable efforts to remedy the issue. Service calls to POA covered under this Agreement will be made during the hours of 8 a.m. to 5 p.m. Monday through Friday, excluding holidays. Service requested and performed at any other time will be billed at standard overtime rates. Some elements key to proper performance, including but not limited to, LAN, wiring, power, firewall, CNAM, directory listings, CPE, and ISP, are beyond the scope of POA's responsibility to repair under this Agreement. Unless Customer purchases a separate Managed UC Services or Managed IT Services Order under which POA is providing the Customer with a Managed Router, CPE and ISP do not fall within the scope of PDA's responsibility. While POA will offer telephone support to the Customer in diagnosing service issues outside the direct scope of its responsibility, such as those listed above, their ultimate repair will remain the responsibility of the Customer. 2. DOMESTIC/INTERNATIONAL CALLS. Dial Tone services are included with the Elevate Cloud UC Solution and may be purchased separately for other UC Solutions identified on the Order. Dial Tone service includes unlimited calls to the Continental US, AK, HI, Canada, and Mexico ("Domestic Calls"). All calls which are not Domestic Calls shall be deemed Long Distance. A Long Distance bundle of minutes can be purchased and will be specified on the Order. Customer agrees to pay POA the amount specified for the bundle of Long Distance minutes identified on the Order and all additional overages that may be incurred by the Customer. Ifthe Customer does not purchase a bundle of Long Distance minutes then the Customer will be charged on a per minute basis, the rate will vary based on call destination. 3. TOLL FREE CALLS. A Toll -Free bundle of minutes can be purchased and will be specified on the Order. Customers who exceed the number of allocated minutes assigned to the selected Toll-free Bundlewill automatically be increased tothe next appropriate bundle. Unused Toll Free and Long Distance minutes shall not carry over from month to month. 4. TOLL FRAUD. Toll Fraud is the theft of Long Distance calls. Customer should immediately notify POA of suspected Toll Fraud by calling POA's Customer Service phone number. POA is not responsible for Toll Fraud and it is the sole responsibility ofthe Customer for payment of any charges incurred due to Toll Fraud, abuse, or misuse. 5. LOCAL AREA NUMBERS. Local Area Telephone Numbers are assigned according to the proximity of the address the Customer provides to POA. It is the Customer's responsibility to confirm whether the assigned numbers are in the local calling area of the Customer. If POA is porting any local or toll-free numbers or is providing new local or toll-free numbers, POA is not liable for any errors or omissions that may arise from the number assignment or porting process, including but not limited to advertising costs and Long Distance fees. 6. UC WARRANTY. POA hereby warrants for a period of (1) year, from the first day of operation, all equipment listed on the Order to be free of defects in material and workmanship, unless otherwise warranted by the manufacturer. Equipment which has been repaired or serviced by others, abused, altered, improperly handled, refurbished, or used with equipment not installed by POA is not covered under this warranty. Damage due to acts of God, fire, water or riots are not covered by this warranty. 1. POA SERVICES. POA shall provide all labor, parts, and toner required forthe normal operation and maintenance ofthe equipment described in the Order excluding paper, staples, relocation and freight. If toner is included, the toner will be supplied within the base charge based upon the manufacturer's standard yield, with excess toner to be billed at POA's published price. Repairs or maintenance to the equipment caused by casualty or misuse are not covered, and will be billed at POA's standard rates. 2. SERVICE CALLS. Service calls by POA hereunder will be made at the Ship To address shown on the Order, during the hours of 8:00 a.m. to 5:00 p.m., Monday through Friday (excluding holidays). Service requested and performed at any other time will be billed at POA's standard overtime rates. 3. RECONDITIONING. If in its sole discretion, POA determines the equipment cannot be properly maintained in good working order due to age or other factors, POA will submit to Customer an estimate of required reconditioning costs, which will be in addition to the Charges hereunder. If Customer does not authorize the recommended reconditioning, POA may discontinue service for the specified equipment and the Charges here shall be adjusted accordingly. 4. KEY OPERATOR. Customer agrees to designate and make available a suitable person who will be trained by POA to operate and supervise the operation of the Equipment. Customer shall promptly notify POA if such key operator is no longer available to supervise the operation ofthe Equipment. 5. ACCESS AND ELECTRICAL REQUIREMENTS: Customer shall provide POA technicians' access to all sides of the Equipment and the manufacturers specified electrical power for each piece of Equipment. 6. DAMAGES TO EQUIPMENT. Customer acknowledges and agrees POA is not an insurer of the Equipment and Customer shall be solely responsible for all costs to repair or replace Equipment that is lost, damaged by theft, casualty, misuse, or any other cause other than normal wear and tear. 1. Warranties & Guarantees Equipment Warranty: POA warrants New Equipment to be free of defect in materials and workmanship for a period of 90 days from installation. This warranty does not extend to replacement of supply items or consumables. Response Time Warranty: POA guarantees a four hour average response time for emergency services for equipment that is within fifty miles of POA branch offices. If POA does not meet the guaranteed average response time for a period of one year, Customer, upon written request, will receive a 5% credit towards Customers next service or supply purchase from POA. Upgrade, Trade-in, Limited Guarantee: For all New Equipment purchased hereunder and continuously covered under a POA Service/Supply Agreement, POA will guarantee a trade in value on New Equipment sold by POA up to 90% of MSRP during the first 36 months after acquisition and a minimum guaranteed trade in value of 10% thereafter. 2. Scope of Services In the event of any service issues, POA will assist Customer with troubleshooting the source of the problem and use reasonable efforts to remedy the issue. Service calls to POA covered under this Agreement will be made during the hours of 8 a.m. to 5 p.m. Monday through Friday, excluding holidays. Service requested and performed at any other time will be billed at standard overtime rates. POA shall provide all labor and parts required for the normal operation and maintenance of the equipment specified in the Order excluding paper and staples. Customer shall be solely responsible for all costs to repair or replace Equipment that is lost, damaged by theft, casualty, misuse, or any other cause other than normal wear and tear. 1. WARRANTY Manufacturer warranty for a period of 10 years from the first day of operation, all equipment listed in the Order to be free of defects in material and workmanship, unless otherwise warranted by the manufacturer. Equipment which has been repaired or serviced by others, abused, altered, improperly handled, refurbished, or used with equipment not installed by POA is not covered under this warranty. Damage due to acts of God, fire, water or riots are not covered by this warranty. 2. UNLIMITED USERS Your Command software license includes unlimited users. With an Organization Admin permission, you can invite users to your organization's Command account and control which sites and cameras they are permitted to view and/or manage. 3. ENTEPRISE SUPPORT Enterprise Technical Support (phone, email and live chat) is included as part of your POA license at no additional cost. 4. SECURITY UPDATES AND SUPPORT Regular updates to firmware and software is included. These updates — security enhancements as well as new features and functionality — are included at no cost as part of your cloud service license. V 11/20 r"F CC& Qday CALIFORNIA - ATTACHMENT 2 INSURANCE REQUIREMENTS ACKNOWLEDGEMENT Must be executed by proposer and submitted with the proposal I, Kasey Kunichika (name) hereby acknowledge and confirm that Pacific Office Automation Inc. _ _ (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. am Government Account Manager of Pacific Office Automation, Inc. , (Title) (Company) Commercial General Liability (at least as broad as ISO CG 0001) $1,000,000 (per occurrence); $2,000,000 (general aggregate) X Must Include the following endorsements: X General Liability Additional Insured General Liability Primary and Nonoontributory X Commercial Auto Liability (at least as broad as ISO CA 0001) X $1,000,000 (per accident) Personal Auto Declaration Page if applicable X Errors and Omissions Liability $1,000,000 (per claim and aggregate) X Worker's Compensation (per statutory requirements) X Must include the following endorsements: X Worker's Compensation Waiver of Subrogation X Worker's Compensation Declaration of Sole Proprietor if applicable Cyber Liability $1,000,000 (per occurrence) X $2,000,000 eneral aggregate) IVtev 0"Ka - CAWPUItN 1.4 - ATTACHMENT 3 NON -COLLUSION AFFIDAVIT FORM Must be executed by proposer and submitted with the proposal I, Kasev Kunichika (name) hereby declare as follows: I am Government Account Manager of Pacific Office Automation, 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 f the State of Califomia that the foregoing is true and correct. f� Proposer Signature: Proposer Name: Kasey Kunichika Proposer Title: Government Account Manager Company Name: _ Pacific Office Automation, Inc. Address: 14747 NW Greenbrier Parkway, CALIFORNIA - ATTACHMENT 4 ACKNOWLEDGEMENT OF RECEIPT OF ADDENDA Must be executed by proposer and submitted with the proposal; If no addenda has been issued, mark `NIA"under Addendum No. indicating Not Applicable and sign ADDENDUM NO. N/A SIGNATURE INDICATING RECEIPT Response to: RFP for Managed IT Services In Partnership with: CALIFORNIA [P-1 A 1 n ■N rai i;Ah 164. ADDRESS: 2200 W Orangewood Avenue, Suite 120 Orange, CA 92868 Date: 02/30/2024 Company Name: Pacific Office Automation Street: 2200 W Orangewood Avenue, Suite 120 Address: Orange, CA 92868 Dear Vendor Selection Committee, We thank you for the opportunity and look forward to presenting how establishing a partnership between The City of La Quinta and Pacific Office Automation (POA) will be mutually beneficial. We understand the primary objective of this Request for Proposal (RFP) is to evaluate the potential for an outside vendor to assist The City of La Quinta Service in Information Technology Services. POA shall meet all minimum qualifications specified in the RFP as well as provide all services requested in RFP, Scope of Services With the following response, POA intends to prove our ability to provide exceptional service and support throughout the term of an agreement with The City of La Quinta Our proposal has been prepared in direct response to the RFP. Anything beyond the specified scope of services may have an additional cost. POA became heavily involved with providing I.T. Services to our clients about a decade ago as our industry turned digital. Already trusted to handle our clients' technology, we expanded our role to become the complete I.T. solution provider. We have grown and expanded our offering to include the below services, all while keeping our core values of customer service at the top of our minds. • 24/7 monitoring for network and security operations • 24x7 helpdesk hours help -desk support and onsite support. • remote monitoring software on all devices to enable proactive support. • Dedicated onsite support technicians. • Extremely competitive hardware pricing When you call POA, you will immediately speak with a tenured and dedicated IT Help Desk Specialist. POA has over a 90% success rate for remotely solving I.T. problems, and we follow a fluid but disciplined escalation process for quickly remedying technical issues. Should we find ourselves unable to remotely remedy the problem, we will have a technician onsite within three (3) hours on average. To meet the goals of The City of La Quinta POA has assigned Kasey Kunichika to be the main point of contact. Kasey Kunichika is an authorized representative of Pacific Office Automation, and all future correspondence should be directed to Kasey Kunichika. Kasey Kunichika Government Account Manager Cell: 714-722-7027 Email: Kasey.Kunichika@pacificoffice.com Location: 2200 W Orangewood Avenue, Suite 120, Orange, CA 92868 We look forward to the opportunity of a live presentation to demonstrate our proposal and address any questions or concerns. Thank you for allowing POA to be a part of your RFP process. Sincerely, Kasey Kunichika, Account Manager Pacific Office Automation, Inc. Contents Vendor Information and Response......................................................................................................................... 4 Solution and Company Overview....................................................................................................................... 4 2. Cybersecurity................................................................................................................................................... 10 3. Network Reliability........................................................................................................................................... 11 4. Device/Hardware Management...................................................................................................................... 13 5. Customer Service/Help Desk Support.............................................................................................................. 14 6. Organizational Governance............................................................................................................................. 17 7. Management of Existing Enterprise Applications......................................................................................... 18 8. Strategic Adoption of New Technologies..................................................................................................... 19 9. Prior Experience and Case Studies................................................................................................................ 20 10. Pricing and Model..................................................................................................................................... 20 11. Implementation........................................................................................................................................ 21 12. Other......................................................................................................................................................... 22 Vendor Information and Response Solution and Company Overview A. Company Name: a. Pacific Office Automation B. Years in Business a. Incepted 1976 — 48 years. C. Taxpayer Identification Number: D. Number of Years performing Managed IT Services: a. 20 Strength and Differentiators E. Firm ownership and if incorporated, list the state in which the firm is incorporated and the date of incorporation. a. Family Owned — Incorporated in Oregon F. If the firm is a subsidiary of a parent company, identify the parent company. a. N/A POA is a growth company; we are committed to expanding our product and service offerings to simplify office technology and automation for our clients. With over 48 years of uninterrupted year over year growth, we know we can provide value and a strong return on investment to our clients regardless of size or industry. We believe this is why we have been recognized as a leader in document imaging and image technology for over four decades. We offer the resources of a publicly traded company combined with the flexibility and personal service you can only get from a family-owned company - the best of both worlds. The City of La Quinta Tailored IT Solutions Pacific Office Automation (POA) is poised to meet the comprehensive managed IT and cybersecurity needs of the City of La Quinta through a tailored solution designed to ensure operational efficiency, security, and strategic guidance. As part of this solution, POA will deploy a team of dedicated professionals, including a desktop technician onsite and another familiar with networking, to address immediate technical concerns and provide ongoing support. Leveraging industry-leading platforms such as Datto, ConnectWise ticketing, and Arctic Wolf SOC for Managed Detection and Response (MDR), Incident Response (IR), and Security Operations Center (SOC) capabilities, POA will ensure proactive monitoring, threat detection, and rapid incident response. Additionally, WatchGuard EPDR and patch management solutions will be implemented to bolster endpoint security, while Barracuda email security will safeguard against email -borne threats. Furthermore, POA will assign a local Technical Account Manager (TAM) to the City of La Quinta, providing strategic guidance, conducting quarterly/monthly reviews, and serving as a single point of contact for all IT - related matters. This personalized approach ensures alignment with the city's objectives and facilitates proactive planning and decision-making. Additionally, a dedicated account manager will be assigned to streamline communication and ensure seamless service delivery. Beyond managed IT and cybersecurity solutions, POA offers a comprehensive suite of technology services, positioning itself as a one -stop -shop for all La Quinta's technological needs. By consolidating services under a single vendor, the city benefits from streamlined management, cost savings, and enhanced efficiency. POA's commitment to excellence, coupled with its breadth of offerings, makes it the ideal partner for the City of La Quinta's IT and cybersecurity requirements. Q. Primary Products/Services? A: POA's Managed IT Services division offers customers a rapid response to changes in the health of their network and applications and to their requests for help. POA's enterprise -class IT support and monitoring capabilities empower us to dramatically reduce the time it takes to diagnose and resolve network problems or failures. This translates into increased employee productivity and cost savings for you. POA delivers 24/7/365 monitoring and reporting, unlimited help desk, onsite and consultative support. POA also offers security and compliance solutions as well as initiative -taking solutions to the technology that drives your business. The IT business unit alone has over 100+ employees which allows us to be a true total solutions provider from Level 1 & 2 support, supplemental monitoring, all the way to full managed network services. POA has the ability and expertise to provide THE CITY OF LA QUINTA with an optimization and asset management strategy to capitalize on cost savings opportunities. We look at multiple aspects of your entire network environment, such as equipment types and models, availability of equipment, proximity to users and key applications being used for each device. A centrally managed solution offers uniformity across all your locations in terms of leasing, types of equipment, service expectations, placing service requests, and account management. Our entire helpdesk team is currently comprised of senior, mid and junior level technicians along with several administrators. Our senior level engineers are specialists in areas such as network troubleshooting, network configuration and design, MS server administration, MS Exchange management, application support along with several other areas. Our senior and mid-level technicians all have at least 10 years of experience working within the IT industry. We have a several senior engineers with over 20 years working in the IT industry. Our helpdesk certifications and education include: A+, N+, BSc. Computer Science, BSc. Business Administration, BSc. Computer Software Systems, Certified CRM Administrator (ConnectWise), Cisco Certified Network Administrator (CCNA), Azure Solutions Architect (Microsoft), MBA, Executive Management, M.S Cyber Security, B.S Information Technology, i.e. What services do you offer in addition to managed IT? A: Pacific Office Automation is the largest privately owned office equipment and technology solution provider in the United States. We have solutions for every The City of La Quinta, from a two -person office to Fortune 500 companies. As you encounter technology challenges, needs, or questions within your business we will bring you a great solution. Here is a brief list of the full spectrum of solutions that POA can provide for your business: Document Imaging Equipment Whether you are a commercial printer or not, modern technology has made it possible to print large volumes of high-quality material right on premise. POA has the most comprehensive portfolio of offerings from desktop personal printers up to commercial production equipment to fit any organization's needs. • Multifunctional Copy/Print/Scan/Fax Equipment: Konica Minolta, Canon, Sharp, Ricoh, Lexmark, and Oce • Production Equipment: Professional High-speed equipment for the CRD, Print for Pay and High -Volume environment, including exclusive distribution of Kodak high volume products. • Scanners: Canon, Fujitsu, Kodak, Panasonic, and others • Printers: Canon, Lexmark, HP, Konica Minolta, Brother, and Ricoh among others • Wide Format Equipment Managed Print Services Business printing is complicated. Buying and monitoring consumables inventory, managing print drivers, networking, maintenance, repairs, and printer replacement are all byproducts of an unmanaged print environment. With our MPS program, we manage the hardware and take care of supplies and maintenance, saving you time and money by leveraging our buying power and equipment expertise. Today's intelligent devices do more than just print. With advanced capabilities that include smart automation, enhanced scanning, data and document capture, storage, and seamless sharing, intelligent printing can: • Drive business intelligence • Create paperless workflows. • Improve customer service to deliver an optimal customer experience. • Increase workforce efficiency and productivity. • Decrease costs. Features of Managed Print Services: • Toner & Parts Inventory: automatic toner replenishment and parts stocked locally. • Unlimited Service: hassle free, local dispatch, four (4) hours on site response time • Toner Recycling: reduce your carbon footprint with easy, free toner recycling. • Technical Expertise: manufacture certified technicians for 97% uptime performance. • Loaner Availability: free access to loaner equipment in the event of an emergency • Simplified Billing: one monthly bill for all your printers • Print Tracking: See who is printing what and how much. • Road Map: a plan to optimize/reduce your total number of outputs devices. Software: At POA, we empower workforces with digital, multi -function efficiency connected through a variety of networks and software, which keeps your office performing on today's demanding playing field. Software has its own language and POA has people whose job descriptions include teaching you everything you need to know about document -related software applications. The software we supply, and support provides solutions for all the solutions listed below and our capabilities are expanding rapidly. • Document Manipulation • Production Printing and Management Solutions • Scanning and Automated Digital Archival and Retrieval Software • Secure Print/Copy tracking and accounting. • Electronic content management solutions • Fax servers and cloud faxing • Forms processing, variable data, and workflow software Unified Communications: Unified Communications (UC) is the integration of enterprise communication services such as chat, presence, voice, mobility and audio, web, and video conferencing (desktop sharing). These services are part of a POA single/unified product. UC Cloud POA's UC Cloud is an easy-to-use cloud -based service (Elevate Unified Communications) that helps small to medium sized business become more productive and collaborative with a full -featured phone system. This offering meets many requirements for replacing outdated traditional business phone systems and includes enhanced capabilities. UC Private Cloud Our POA Private Cloud solution maintains the capabilities of the Mitel MI Voice Business on -premises system with fewer physical requirements. In the UC Private Cloud environment, the Mitel phone system and software is installed in our modern hyper -converged data center. UC On -Premises System The Mitel MiVoice Business is the flagship phone system for our UC On -Premises solutions. It is designed to support small to enterprise -grade business needs without limiting the customers growth, features, or scalability. Video Surveillance Equipment: At POA, we provide enterprise security cameras that combine innovative camera technology with intelligent, cloud -based software—all in a secure, user-friendly solution. A straightforward way to provide added protection to organizations looking to modernize their approach to physical security. Our cameras are always up to date and always secure. Unlike legacy systems, modern technology offers the protection of full encryption and is easy to install, configure, upgrade, and expand. • Self-firewalled • Minimizes bandwidth consumption. • Share real-time camera feeds via SMS. • Built with wall-to-wall encryption. • Live stream access (Works on LTE) • Activity -based indexing and search • Indoor and outdoor camera's • 30 -120 -day storage with additional cloud backup if needed • View video 24/7 from any device with internet connection, get alerts -send live video feed to first responders. • Hybrid cloud architecture- free from NVR and DVR systems • Find video quickly using time/date – based search and motion -based indexing. Postage and Mailing Machines: Cost-effective and efficient, our shipping and mailing services take care of all your business correspondence with ease. High processing speeds and automated feeds save time and allow for improved document management. As the leading national dealer for Franco Postalia (FP mailing), we can help you better manage your day-to-day and improve operational efficiency in the complex world of global commerce. • Mailing equipment from hand feed machines to full production • Folder inserters to help improve workflow and accuracy of collation and automatically insert paper into envelopes. • Shipping software to ship USPS, UPS and FedEx packages using rate comparison shopping and generating carrier compliant shipping barcodes. • Addressing software to increase deliverable mail through CASS, PAVE and NCOA processing. • Document software to create secure inserting using barcode technology. Professional Services: Facilities and Asset Management POA has worked with some of the most document -intensive businesses, including medical institutions, law firms and other data -rich organizations. With a proven record in document and asset management, we are ready to put our expertise and skills to work for you. • Increased productivity • Enhanced form and document quality • Customized consolidated accounting • Reduced storage needs • Improved job/ account tracking • Elimination of waste • 100% print on demand • Detailed tracking of task output Customized Facility and Asset Management Our team of experts will analyze how you are currently managing your workflow and can recommend and create total solution resource centers for: • Mail Room services • Shipping and handling • Mail sorting & delivery • Office supply ordering and management Copy Center Imaging & Production • Complex document print and scan production • Electronic document preparation including formatting, indexing, and profiling for use within document management systems. • Continuing development of workflow efficiencies • Finishing capabilities: including folding, binding, cutting, padding, etc. • Printed output assembly (client binders, presentation materials, etc.) Electronic Forms Center • Integrate and consolidate your business forms. • Custom-built websites/Online Ordering • Rapid turnaround times • Improved cost efficiencies in forms/document creation, production, and revisions • Software implementation and support • Outsourced full-service printing capability. For customers with special projects, overflow work or custom marketing collateral. Supplies: • Toners, inks, and consumables for any brand and any device. Resumes of Key IT Personnel responsible for performance: Chris Miller Vice President of IT Sales and Solutions Pacific Office Automation (POA) - Seasoned IT professional and leader with over 25 years of experience in the technology industry. - Started career as a Systems Specialist at Northwest Computer Solutions in 1996, gaining foundational experience in systems management and support. - Transitioned to a Solutions Manager role at Copytronix, demonstrating strong leadership and technical expertise in managing solutions for clients. - Currently serves as Vice President of IT Sales and Solutions at Pacific Office Automation (POA) for the past 13 years. - Led a team to achieve over $60 million in revenue for technology services at POA. - Nurtured relationships with over 650 Managed IT and Cyber Security customers. - Collaborates with industry-leading IT solution vendors such as Datto, Arctic Wolf, and WatchGuard Technologies as a member of their board of directors. - Holds a degree in Network Engineering and various certifications including Microsoft Certified Systems Engineer (MCSE), Certified Network Engineer (CNE), Cisco Certified Network Associate (CCNA), and other vendor -specific certifications. Stephen Mykel Director of Helpdesk Services Pacific Office Automation (POA) - Dedicated IT professional with 15 years of experience at Pacific Office Automation (POA). - Career progression from IT Engineer to Technical Account Manager (TAM), now in the current role as Director of Helpdesk Services. - Known for effective management of all of our helpdesk staff, overseeing a team of over 80 technicians and managers at POA. - Leads the Helpdesk Services department in ensuring efficient and effective support for internal and external customers. Implements strategies to optimize helpdesk processes and enhance customer satisfaction. - Previously served as a Technical Account Manager, providing exceptional service to clients and ensuring customer success. - Holds multiple expert -level Microsoft certifications and continuously updates skills to stay current with industry trends. - Key skills include IT leadership and management, helpdesk operations, customer relationship management, technical problem - solving, team building and development, and process optimization. - Dedicated to leading the Helpdesk Services department at POA, ensuring top -tier support for both internal and external customers while driving continuous improvement initiatives. Harman Agroia Lead Sales Engineer (CA/NV) Pacific Office Automation (POA) Dynamic Lead Sales Engineer with over 5 years of experience at Pacific Office Automation (POA), specializing in providing innovative IT solutions to a diverse clientele. - Demonstrated leadership in architecting solutions, training sales teams, and driving business growth. - Brings 10 years of experience in the IT industry, holding an MBA, a bachelor's degree, & adv. certifications in IT and Cyber Security. - In current role as Sales Engineer, Lead (CA & NV Market) at POA, leads comprehensive consultations with all industries. - Manages the local TAM and field tech teams in CA/NV and architects' solutions while presenting strategic proposals. - Trains sales teams on Managed IT and Security Services, manages technical projects, and oversees customer support. - Educational background includes a bachelor's degree in information technology (IT) and a MBA. - Holds certifications including Network+, Security+, Cyber Security for Executives, and more. - Key skills encompass consultative selling, solutions architecture, project management, team leadership, technical training, IT infrastructure design, cybersecurity, and customer relationship management. - Current focus is on driving business growth and customer satisfaction through innovative IT solutions and exceptional leadership at POA, residing in the Southern California market. Robert Montes Senior Technical Account Manager Pacific Office Automation (POA) - Provided technical support and account management for clients. - Collaborated with clients to address their technical needs and ensure satisfaction. - Managed projects and ensured timely delivery of solutions. - Prior United States Marine - Managed a dining facility, supervising 20+ personnel and providing 2,100 meals daily. - Optimized employees' career opportunities with over 500 instruction hours. - Assisted in the production of $797,080.77 in subsistence items. - Supervised and managed 9 employees, handling over $300,000 worth of subsistence orders annually. - Accounted for $250,000 worth of assets and responded to immediate requests. - Utilized historical data to optimize ordering processes and prevent unnecessary cost overruns. 2. Cybersecurity 2.1. Please confirm you are able to provide cybersecurity/network security services, including anti- virus, security updates and patch management.* 0 Yes ❑ No Pacific Office Automation (POA) delivers comprehensive cyber security services to clients, starting with the deployment of WatchGuard Endpoint Detection and Response (EPDR) solutions for real-time monitoring and response to endpoint security incidents. Integrated anti-virus software ensures continuous protection against malware threats, with regular updates and scanning procedures in place. POA implements a patch management strategy aligned with Patch Tuesday frameworks, prioritizing, and automating patch deployments to mitigate vulnerabilities efficiently. By integrating Arctic Wolf security services, including sensors for network monitoring and Managed Detection and Response (MDR) capabilities, POA enhances threat detection and incident response capabilities. Continuous monitoring using SIEM tools and proactive threat hunting activities enable swift identification and response to potential security risks. Additionally, POA develops customized incident response plans and conducts user awareness training sessions to educate clients on cyber threats and promote proactive security practices. Through these tailored services, POA helps clients establish and maintain a robust cyber security posture, effectively mitigating risks and safeguarding against evolving threats. 2.2. Please describe your incident response for a security event.* Pacific Office Automation, as a Managed Service Provider (MSP), collaborates with Arctic Wolf's Security Operations Center (SOC). Our incident response protocol swiftly analyzes security events, determines severity, and prioritizes incidents. Through joint efforts, we contain and mitigate threats, investigating root causes using forensic analysis. This framework ensures timely resolution, enhancing clients' resilience against cyber threats. 2.3. Have any of your clients experienced a ransomware attack in the last 12 months? If so, how did your company respond? Last year, amidst heightened Christmas hacking activity, a client experienced ransomware. POA swiftly responded with NOC and SOC support, containing the threat, minimizing disruption, and ensuring rapid recovery. This case study highlights our commitment and effective security operations. 2.4. Are you able to administer and manage on-going training programs and regular phish and related tests for all La Quinta employees? Yes, Pacific Office Automation can administer and manage ongoing training programs and conduct regular phishing tests for all La Quinta employees. We offer Arctic Wolf Managed Security Awareness services for comprehensive training and phishing simulations. Additionally, POA can assist in managing the KnowBe4 security awareness platform for tailored training and testing initiatives. 2.5. Please list any cybersecurity certifications that your company has achieved. Pacific Office Automation is HIPAA-certified, indicating rigorous assessment of systems, processes, and controls for compliance with HIPAA standards. This certification underscores our commitment to safeguarding protected health information (PHI) and maintaining healthcare data security. Pursuing SOC 2, ISO/IEC 27001, and NIST certifications further demonstrates our dedication to robust data security measures. 2.6. Please describe your approach to real-time perimeter monitoring. POA implements a robust real-time perimeter monitoring strategy, blending SOC and NOC functions as an MSP. We deploy advanced tools for continuous network traffic, log, and security event monitoring. SOC analysts utilize threat intelligence and behavioral analysis for real-time threat identification. Simultaneously, NOC engineers ensure network infrastructure reliability. With proactive monitoring and swift response, we fortify clients' defenses against cyber threats. 2.7. Do you maintain 24/7/365 health monitoring and availability of the delivery platform? POA ensures 24/7/365 health monitoring and availability of our delivery platform. Our NOC continuously monitors performance and employs advanced tools for proactive issue detection, minimizing downtime. Dedicated engineers swiftly respond to incidents, ensuring reliability. 2.8. Do you provide annual security architecture review and vulnerability assessments? POA offers annual and monthly security architecture reviews and vulnerability assessments as part of our cybersecurity services. These include examining clients' security infrastructure to identify vulnerabilities and provide actionable recommendations. Our experienced professionals use industry-leading tools for in-depth analysis, ensuring clients have insights to strengthen their defenses against cyber threats. 3. Network Reliability 3.1. Please confirm you offer network management and infrastructure support services. 0 Yes ❑ No Yes, Pacific Office Automation (POA) offers comprehensive network management and infrastructure support services. Our team of skilled professionals provides proactive monitoring, maintenance, and optimization of network infrastructure to ensure optimal performance, reliability, and security. We offer a range of services including network design and implementation, configuration management, troubleshooting, performance tuning, and capacity planning. Whether it's managing switches, routers, firewalls, servers, or other network devices, POA is committed to delivering reliable and efficient network management solutions tailored to meet our clients' specific needs. 3.2. Can you provide installation, configuration, administration, and maintenance of all network equipment including switches, firewalls, routers, cabling, wireless access points, and other devices? 0 Yes ❑ No Yes, Pacific Office Automation (POA) provides comprehensive services encompassing the installation, configuration, administration, and maintenance of all network equipment, including switches, firewalls, routers, cabling, wireless access points, and other devices. Our skilled technicians are experienced in handling a wide range of networking hardware and technologies, ensuring seamless integration, optimal performance, and robust security for our clients' network infrastructure. From initial setup and configuration to ongoing administration and proactive maintenance, POA is committed to delivering reliable and efficient network solutions to meet our clients' business requirements. 3.3. Please list the steps taken to repair an Internet outage, including communication and escalation protocols. How long does it usually take to restore Internet, and how often do clients have outages? Pacific Office Automation (POA) swiftly restores Internet connectivity during outages through a structured approach: 1. **Initial Assessment**: NOC evaluates scope and impact. 2. **Isolation**: Troubleshoots to find the root cause. 3. **Communication**: Transparent updates to clients. 4. **Escalation**: Higher-level support if needed. 5. **Resolution**: Implements fixes or workarounds. 6. **Testing**: Ensures stable connectivity. Resolution time varies; POA employs proactive measures to minimize outages and ensure reliability. 3.4. Are you able to offer 24/7/365 system monitoring and email monitoring? DYes ❑ No Yes, Pacific Office Automation (POA) offers 24/7/365 system monitoring and email monitoring services to ensure the continuous availability, performance, and security of our clients' IT environments. Our Network Operations Center (NOC) employs advanced monitoring tools and technologies to proactively monitor critical systems, servers, network devices, and applications around the clock. This includes real-time monitoring of system health, performance metrics, resource utilization, and security events. Additionally, our email monitoring services include monitoring for email traffic, delivery status, spam filtering, malware detection, and compliance with security policies. Our team of skilled professionals is dedicated to promptly identifying and addressing any issues or anomalies to ensure the reliability and integrity of our clients' IT infrastructure and email communications. 3.5. Please confirm you are able to conduct a nightly backup plan for critical servers, including a regularly tested recovery process 0 Yes ❑ No Yes, Pacific Office Automation (POA) can conduct a nightly backup plan for critical servers, ensuring the continuous protection of important data and systems. Our backup solutions include regular backups of critical server data to secure off-site locations or cloud storage. Additionally, we implement a regularly tested recovery process to ensure that data can be successfully restored in the event of a disaster or data loss incident. Our team performs periodic recovery tests to validate the integrity and reliability of the backup process, helping to minimize the risk of data loss and ensure business continuity for our clients. 3.6. Can you provide support services for VoIP / Analog telephone management? POA offers comprehensive support for VoIP and analog telephone systems, specializing in Mitel systems. Our certified technicians handle installation, configuration, maintenance, and troubleshooting to ensure reliability. With over 40 years of experience, we support various analog systems and traditional PBX solutions. Count on our expertise to meet your communication needs effectively. 4. Device/Hardware Management 4.1. Can you provide all maintenance, monitoring, and support for hardware (server, desktop, laptop, mobile), and inventory control and management (hardware and software)? Yes, Pacific Office Automation (POA) offers comprehensive maintenance, monitoring, and support services for a wide range of hardware devices, including servers, desktops, laptops, and mobile devices. Our services include: 0 Yes ❑ No 1. "Hardware Maintenance": Proactive services for optimal performance and repairs. 2. "Monitoring": NOC ensures device health and addresses issues preemptively. 3. "Inventory Management": Comprehensive control for hardware and software assets. Our aim: reliable IT support and efficient resource management. 4.2. 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). Q Yes ❑ No POA manages equipment procurement from selection to delivery, handling order placement, tracking, shipping, returns, and parts sourcing. Our streamlined process ensures efficient operations, letting clients focus on core activities while we manage equipment intricacies with expertise. 4.3. What is your process for keeping track of all La Quinta IT inventory? POA tracks La Quinta IT inventory using a robust process, including quarterly vCIO reviews. Integrated platforms like My IT Glue and Liongard, alongside MyITProcess, ensure comprehensive documentation of hardware, software, and network infrastructure. Quarterly reviews assess accuracy, identify optimization opportunities, and align assets with business goals, ensuring transparency, efficiency, and strategic alignment. 5. Customer Service/Help Desk Support 5.1. Please describe the customer service and help desk support your services provide. POA delivers exceptional customer service and help desk support with our 240 staffed helpdesk. Experienced technicians address IT issues promptly, day or night. Our personalized approach assigns each client a dedicated team, ensuring consistent support and attention tailored to their needs. We aim to exceed client expectations and aid in achieving their business goals. 5.2 Please describe the location of your office headquarters POA's headquarters is in Beaverton, Oregon, with offices across 11 states including Albuquerque, Austin, Pleasanton, Bellingham, Bend, Boise, Burley, Denver, Eugene, Everett, Idaho Falls, Kennewick, Las Vegas, Medford, North Bend, Phoenix, Pocatello, Portland, Reno, Sacramento, Salem, Salt Lake City, San Diego, San Jose, Santa Ana, Santa Fe, Seattle, Santa Fe Springs, Spokane, Tacoma, Tucson, and Hawaii. Each location offers sales, service, admin, and support tailored to local needs. 5.3. 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) POA has local offices in Southern California, with a warehouse in Riverside, CA (9533 Rudicill Street) and sales/support office in Orange, CA (2200 W Orangewood Avenue, Suite 120). These locations allow us to provide onsite staffing and support to clients within a 2 -hour drive from La Quinta, ensuring timely assistance and personalized attention. 5.4. During business hours, how long would it take someone to arrive on-site in the event of an IT emergency? ❑ <1 hour Q 1-2 hours ❑ 2-3 hours ❑ 3-5 hours ❑ >5 hours 5.5. During after hours, how long would it take someone to arrive on-site in the event of an IT emergency? * ❑ <1 hour Q 1-2 hours ❑ 2-3 hours ❑ 3-5 hours ❑ >5 hours During business hours, Pacific Office Automation strives to provide rapid on-site assistance in the event of an IT emergency. However, we aim to dispatch a technician to arrive on-site within 2 hours or less from the time the emergency is reported. Our commitment to timely response ensures that our clients receive prompt assistance to mitigate IT disruptions and minimize downtime. Provided POA will staff 1 Onsite Desktop support engineer and 1 Desktop / Network Engineer onsite, the question and answer above is based on after hours business emergencies. 5.6. On -Site Staffing Availability? (Note: Your proposal may be disqualified if you are unable to provide onsite staffing for the City) Yes, our firm can indeed accommodate your request for a minimum of two on-site desktop technicians, with the added specification of one of the technician's possessing proficiency in networking. This configuration ensures comprehensive support for your IT infrastructure, combining expertise in desktop support with specialized knowledge in networking. Our skilled technicians will provide prompt and effective on-site assistance, addressing desktop -related issues and optimizing network performance to meet your organization's requirements and objectives. 5.7. 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?* 0 Yes ❑ No Certainly, our on-site technicians are flexible and capable of accommodating City Staff's work schedule, including the need for adjustments to work later hours for events such as City Council meetings, Commission Hearings, and Special Events at City Hall and other locations. Our standard operating hours are Monday through Friday from 7:30am to 5:30pm. However, we understand that Tuesdays may require working as late as 10pm occasionally, with advance notice. Rest assured, we will ensure that at least one on-site technician is always present during operational hours to provide the necessary support and assistance to meet the needs of the City Staff and any scheduled events. 5.8. Please describe the guaranteed and average response time for requests during business hours and after hours. During business hours, our guaranteed helpdesk response time for normal severity tickets is <4 hours. Onsite staff often respond within 1 hour or less. After-hours, our response time is <1 hour, with critical issues prioritized, minimizing downtime. On average, after-hours response time is <30 minutes, prioritizing critical issues for minimal disruptions. 5.9. Please upload response time and support SLAB. Service Desk, Response Times & Rates The PACIFIC OFFICE AUTOMATION Service Desk provides a paint ofescalatlon foryour Ff group when they haveari issue or q uesrlorL PACIFIC OFFICE AUTOMATIC N's staff is available during business h ours to log is sues and support your team- You fan contact the IT Service Desk via email or phone- We mmmit to responding to yourquestion promptly average response times guaranteed, based on severft. If you are contacting unto escalate a service outage, we will route tha call to ourteihnical center for prompt attention- Initial engagement is the guaranteed average time to a technician bWnningworkon theficket SERVICE❑ESKSEVERPYRAHKINW AHD RESPCHSETIMES Severity Definition Initial Response JlPhone Call) 30 seconds Initial Engagement Less than 30 min Emergency business operations (Business Hoursj are halted Critical Key processes are 30 seconds Less than 50 affected or business Minutes is compromised Major Single User Ts down 30 seconds 1 Hour Normal Malfunction is 30 seconds Less than A Hours causing inconvenience, but minimal productivity lass 5.10. What is the availability of key staff during normal business hours? During business hours, key staff members, project managers, and technical account managers are accessible. We provide an escalation triage with a dedicated account manager, vCIO, Regional IT Supervisor, and Managers/VPs. Our robust communication system ensures seamless coordination and timely responses. Equipped with mobile devices and remote access capabilities, our team remains connected and responsive. This commitment underscores our dedication to exceptional client service and support. 5.11. Are there any penalties for your company if guaranteed response times aren't met? We prioritize meeting guaranteed response times, with penalties outlined in our SLA for any failure. These may involve compensation or service credits. We conduct reviews to identify root causes and implement corrective actions to prevent recurrence, ensuring continuous improvement. Our commitment to exceeding response times underscores our dedication to delivering high-quality support and service to our clients. S.12. Describe your work order/ticket system. Our ticket system, powered by ConnectWise, ensures efficient service delivery. Clients submit requests and track status in real-time. Technicians prioritize tickets for prompt resolution. Seamless communication and comprehensive reporting enhance transparency and accountability, ensuring a superior client experience. 5.13. What are the steps used to escalate chronic or challenging problems? Initial Assessment: Helpdesk team evaluates problem severity and impact. Troubleshooting: Standard procedures employed for issue resolution. 3. Manager Review: Persistent or complex issues escalated to Helpdesk Manager. 4. vCIO and Account Manager Involved: vCIO assesses and strategizes; Account Manager ensures support quality. 5. Collaboration and Strategy: vCIO coordinates with stakeholders for comprehensive strategy. 6. Monitoring and Communication: Regular updates provided to the client. 7. Resolution and Documentation: Steps taken and preventive measures documented for future reference. This process ensures prompt and effective resolution of issues, leveraging team expertise for optimal outcomes. 6. Organizational Governance 6.1. 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. Q Yes ❑ NO Yes, POA can confirm that we can provide organizational governance support and adhere to City rules and regulations as specified in the La Quinta Managed IT Services partnership agreement. Our commitment to organizational governance includes: 1. Compliance: We ensure compliance with all relevant City rules, regulations, and policies governing IT services, data management, security, and privacy. 2. Risk Management: We proactively identify and mitigate risks associated with IT operations to safeguard the City's interests and assets. 3. Policy Adherence: We adhere to established organizational policies and procedures, including those related to data handling, access control, and incident response. 4. Governance Framework: We contribute to the development and implementation of an effective governance framework tailored to the City's specific needs and objectives. 5. Transparency and Accountability: We maintain transparency in our operations and decision-making processes, providing regular reports and updates to relevant stakeholders to ensure accountability. 6. Continuous Improvement: We strive for continuous improvement in our governance practices, regularly reviewing and updating policies, procedures, and controls to align with evolving City requirements and industry best practices. By adhering to these principles, we demonstrate our commitment to supporting organizational governance and contributing positively to the City's objectives as outlined in the partnership agreement. 6.2. Please select whether you can provide the following Select all that apply: 0 User onboarding/ofboarding 0 Active Directory Management 0 System, network, and application documentation 0 Regular reporting on purchases, assets, current activities and issues, and project status reports 0 Provide customized IT policies and provide best practices and recommendations Q Have experience in Surplusing and Auditing based on State of California compliance activities for Cities. 7. Management of Existing Enterprise Applications 7.1 Describe how major software upgrades will be applied. Are there extra fees for upgrades? If so, please describe. 1. Assessment and Planning: Evaluate upgrade impact, benefits, and risks. Develop a comprehensive upgrade plan. 2. Testing and Validation: Thorough testing to ensure compatibility and functionality. 3. Deployment: Schedule implementation to minimize disruption. Oversee transition and provide support. 4. Training and Support: Provide training and resources for user adoption. Offer ongoing support. 1. Regarding extra fees: Major upgrades typically included in managed IT services agreement. Additional costs discussed transparently. Project labor rate: $110 per hour for Managed IT Customers. 7.2 Please describe your experience administering Microsoft 365 for clients. Please describe any Microsoft 365 certifications you hold. * We're experts in Microsoft 365, offering setup, migration, and support. Our certified team ensures optimal productivity and security, holding relevant certifications like Microsoft 365 Enterprise Administrator Expert and Security Administrator Associate. 7.3 Please describe your familiarity and experience with other existing La Quinta technology, as listed in the Opportunity Overview above. We're extensively experienced in various technologies including Microsoft Office 365, Adobe Creative Cloud, ArcGIS, AutoCAD LT, Bluebeam Revu, Genetec Security Center, Laserfiche, and Zoom Phones. Our team ensures smooth integration, optimal performance, and ongoing support. We continuously adapt to new technologies to deliver top-notch service to our clients. 8. Strategic Adoption of New Technologies 8.1. Please confirm you can assist the City in adopting and implementing new technologies. 0 Yes ❑ NO Yes, we confirm our capability to assist the City in adopting and implementing new technologies. Our approach is comprehensive, starting with a thorough assessment of the City's current technology landscape and objectives. We conduct extensive research to identify emerging technologies relevant to the City's industry and needs. Pilot programs are then initiated to test the feasibility and effectiveness of selected technologies in real-world scenarios, allowing for adjustments before full deployment. Our team manages the implementation process meticulously, including installation, configuration, and integration with existing systems, ensuring minimal disruption to City operations. Comprehensive training is provided to City staff, accompanied by ongoing support and maintenance post -implementation. We continuously evaluate performance and gather feedback to optimize technology usage, enabling the City to enhance service delivery and achieve strategic goals effectively. 8.2 What is your process and criteria for evaluating new software and hardware? Our software and hardware evaluation process ensures alignment with City requirements and objectives. We conduct needs assessment, research, vendor evaluation, feature comparison, cost analysis, and seek stakeholder feedback. Decisions are collaborative, considering functionality, scalability, cost, and risk. 8.3 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? 1. City: Facing tech limitations, we conducted assessment, aligned with city goals, prioritized projects, ensured incremental implementation, and provided ongoing training. 2. County: Addressing inefficient processes, we facilitated workshops, adopted a phased approach, ensured strong governance, embraced emerging tech, and monitored progress. 3. Town: Rectifying tech strategy gaps, we conducted assessment, developed roadmap, emphasized cybersecurity, provided training, and engaged stakeholders for transparency and accountability. In each of these examples, the critical success factors included strong leadership support, stakeholder engagement, strategic planning, effective project management, and a focus on people, processes, and technology. Through collaborative efforts and a holistic approach, we were able to help these local cities and governments successfully transform their technology strategies and achieve their goals. 9. Prior Experience and Case Studies 9.1 How many total state and local governments use your company for Managed IT Services? ❑ 1-10 211-25 ❑ 26-100 ❑ 100+ ❑ None As of our current client base, we provide Managed IT Services to approximately 11-25 state and local governments. This constitutes a significant portion of our clientele, representing our commitment to supporting public sector organizations with tailored IT solutions and services. Collectively, at POA, we have over 40,000 customers and over 100+ in the Government vertical with other technology services such as Cyber Security, Mitel Phone systems, Security Surveillance, and more. See Link: https://www.pacificoffice.com/industries/nonprofit/ 9.2 Are the majority of your clients in the public sector or the private sector? Please provide an estimated percentage breakdown if possible. POA serves over 40,000 businesses with $460M revenue, 10% contributing to 50% of revenue. Clients range from small to large enterprises. In a recent study conducted by POA, we found that 26.3% of POA's business is within government organizations. This is the largest category among all other vertical markets we provide service and support in. 9.3 Please provide references for the City of La Quinta Provided on City form 10. Pricing and Model 10.1. Please provide a pricing estimate to the City based on the information provided in this RFP. Pricing provided on City form 10.2. 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. For accurate pricing, we need: 1. Overview of current IT infrastructure. 2. Detailed IT requirements and objectives. 3. Desired service levels and helpdesk preferences. 4. Scope of services: takeover or new implementation. 5. Compliance and security requirements. 6. Budget constraints. 7. Growth plans for future IT needs. Onsite assessment included upon agreement. 10.3. Please upload any standard pricing documents you wish to share. Please see attached pricing workbook 11. Implementation 11.1. Please describe your implementation methodology, including average implementation time. Our implementation methodology ensures success through: 1. Assigned Project Manager: Dedicated oversight. 2. RACI Matrix: Clear roles and responsibilities. 3.45 -Day Goal: Timely execution of deliverables. 4. Planning and Documentation: Comprehensive plans and records. 5. Risk Management: Proactive identification and mitigation. 6. Communication: Regular updates to stakeholders. 7. Change Management: Strategies to manage resistance. Structured, transparent, and focused on delivering value to our clients. 11.2. 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? For a successful partnership, we'll need: 1. Information and Data 2. Staff Resources 3. Communication channels 4. Access and Permissions 5. Training sessions 6. Support and Escalation Procedures. 12. Other 12.1. Please sign the four supplemental documents attached. 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 12.2. Please indicate any Business Designations you have: Select all that apply. ❑ Minority -Owned Business ❑ Woman -Owned Business ❑ Veteran -Owned Business ❑ Small Business Classification 0 Local to California 0 Local to La Qu i nta 12.3. Anything else you want to tell us? As for important aspects of our Pacific Office Automation IT solution and company, here are some key points: 1. Comprehensive IT Solutions: Pacific Office Automation offers a comprehensive range of IT solutions tailored to meet the unique needs of businesses, including managed IT services, cybersecurity, cloud computing, data backup and recovery, network infrastructure, and more. 2. Proven Track Record: With over 40 years of experience in the industry, Pacific Office Automation has established a proven track record of delivering high-quality IT solutions and services to clients across various industries. 3. Expert Team: Our team of certified IT professionals brings extensive expertise and experience to every project, ensuring that our clients receive the best possible solutions and support. 4. Customer Satisfaction: At Pacific Office Automation, customer satisfaction is our top priority. We are committed to providing exceptional service, proactive support, and innovative solutions to help our clients achieve their business goals. 5. Continuous Innovation: We stay at the forefront of technology trends and advancements, continuously innovating and evolving our solutions to meet the changing needs of our clients and the industry. 6. Tailored Approach: We understand that every business is unique, which is why we take a personalized approach to each client engagement. We work closely with our clients to understand their specific requirements and develop customized solutions that align with their goals and objectives. If you require any further information or supporting documents, please let us know, and we would be happy to provide them. 12.3. 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. Q Please confirm Yes, we confirm. PACIFIC OFFICE AUTOMATION 4wC110.1=Ia MM211MlWVA=w= We have prepared a City of La Quinta, C) Services Quote# 440100310 Prepared For: City of La Quinta Attn: MarketPlace .City Prepared By: Harman Agroia 44 Bay Area I% PACIFIC OFFICE AUTOMATION PROBLEM SOLVED - Why POA? Founded in 1976, Pacific Office Automation has grown to be the largest independent office equipment dealership and one of the largest technology providers in the U.S. We've been family owned and operated for over 40 years: We are a debt -free, growth -oriented company with a strong and consistent track record. This is a major benefit for our customers; ensuring they will always have a high level of service from a company that is not distracted by financial difficulties. While others in our industry have merged or been acquired, we have stayed privately owned and customer -driven. POA currently has over 1200 employees, our strength and strategic alliances allow us to provide national accounts with the highest levels of support and service, wherever they are located. We offer the resources of a publicly held company combined with the flexibility and personal service you can only get from a family owned company - the best of both worlds. We became heavily involved with providing I.T. Services to our clients about a decade ago as our industry turned digital. Already trusted to handle our clients' technology, we expanded our role to become the complete I.T. solution. We have grown and expanded our offering to include the below, all while keeping our core values of customer service at the top of our minds. • 24/7 monitoring • Business hours help -desk support • Automate monitoring software on all devices to enable proactive support • Certified onsite support technicians • Extremely competitive hardware pricing When you call POA, you will immediately speak with a tenured and dedicated IT Help Desk Specialist. POA has over a 90% success rate for remotely solving I.T. problems, and we follow a fluid but disciplined escalation process for quickly remedying technical issues. Should we find ourselves unable to remotely remedy the problem we will have a technician onsite within 3 -hours on average We look forward to customizing a program for your company that combines industry leading service and state-of-the-art solutions. Quote #44010031 v1 Service Desk: 888-770-0498 1 support@pacificoffice.com Page: 2 of 24 PACIFIC OFFICE I% AUTOMATION PROBLEM SOLVED About Our Program An IT partner not a provider We work hard to enhance your customer service experience and to improve upon the manner in which your network helps you conduct business. Technology is the number one budget item after human resources, yet it is the least understood. Allow us to use our expertise to help you reduce your maintenance costs and increase the service quality and reliability of your IT infrastructure. One of the major challenges in maintaining a computer network is trying to predict what will fail and when. With our proactive managed services solution, we can prevent many network failures from ever happening. By combining regular preventative maintenance and comprehensive real-time monitoring of your critical network and desktop devices, we ensure the reliability and stability of your IT assets. This solution is so effective, our customers see almost immediate results. A regularly maintained network means fewer failures, yielding higher productivity and savings on support costs for you. At the same time, your exposure to security risks is dramatically lessened, and frustration from unstable IT resources almost vanishes. We allow our customers to focus on their core business functions by taking the worry out of owning a computer network. How Managed IT Solution Starts We start by analyzing the current state of your network and compares it to the 22 best practices of IT. This allows the customer to understand what vulnerabilities and deficiencies you might currently have. POA then provides you with a technology road map on how to solve these issues. Unlike most IT providers, POA breaks this out in terms and language that can be understood. This provides you with the correct information so that you can make an educated decision that best fits your business needs. What Happens as a Managed IT customer? POA continues to monitor your network 24/7. We monitor for any issues that could become a problem that would affect the productivity of your business. You and your employees will have direct access to the Helpdesk to resolve issues that any of you might experience. If POA is unable to resolve the issue remotely we will dispatch one of our local network engineers to your location to resolve the issue promptly. Providing this unlimited support model at a fixed monthly cost allows you to not have to worry about hourly charges. POA will also assign a dedicated "T.A.M." Technical Account Managerto each customer. This person will be able to provide detailed network health reports and recommendations to you for the duration of the relationship. The TAM will meet with you to go over any business changes, they will make technology recommendation that will allow you to stay informed and up to date with technology that could help with your business. Unlimited Helpdesk and Onsite Support! With over 50 certified IT technicians on staff, we are here to help get your issues resolved quickly. Quote #44010031 v1 Service Desk: 888-770-0498 1 support@pacificoffice.com Page: 3 of 24 I% PACIFIC OFFICE AUTOMATION PROBLEM SOLVED - POA takes pride in not outsourcing or offshoring our helpdesk. Located in Portland Oregon we have over a 90% success rate of helping our customers remotely resolve any computer related issues. Each of our managed IT customers are assigned to a team on the helpdesk, this allows that team to become more familiar with your network and employees. Each team member also has access to our IT knowledgebase allowing them to have access to your company's information quickly. Our ticketing software allows the customer to follow their ticket and get updates as they are completed by the helpdesk staff. All managed IT Customers have direct access to call the helpdesk and speak with one of our certified technicians at any time M -F 7:30am-5:30PM. POA has the ability to securely remote into any managed computer with the permission of the end user. This allows a fast response to help you while not waiting for a technician to drive to your location to help POA Managed IT Program Advantages: Budget: Our proactive managed program provides a single monthly cost for unlimited helpdesk and onsite support. This allows our customers not to worry about large bills that could fluctuate from month to month. Prevention of network problems and failures: Through early detection of impending issues, we can work to resolve many issues before they can affect your network and your employees' productivity. Reduced business impact from IT failures: Combining preventative maintenance and remote monitoring means we minimize failures that could impact your business. Your network behaves in a stable and reliable manner. Quote #44010031 v1 Service Desk: 888-770-0498 1 support@pacificoffice.com Page: 4 of 24 I% PACIFIC OFFICE AUTOMATION PROBLEM SOLVED - Managing your network infrastructure: We track the details and makeup of your network hardware, allowing you to make informed decisions about which IT assets need upgrading or replacement, and when to do it. Program Features: Unlimited Help Desk: Don't waste time trying to figure it out on your own. Call for help with your workstation, server, or common applications. Onsite Services: Should a remote resolution not be possible, we will be right there. Endpoint Security: Endpoint security will help you avoid viruses and malware as well as provide extra security against intrusion. Network Monitoring: Constantly tracks the performance of your network — bandwidth, errors and other key indicators. This means your users always experience a stable environment. Antivirus Monitoring and Updates on Servers and Workstations: Ensures your antivirus programs are functioning properly and that the latest industry security updates to your systems are being received and installed. Patch Management: Ensures all of your Windows servers and PCs have the most up-to-date security and system patches, helping to optimize performance and minimize security risk. Business Continuity\Data Backup packages: Having a business continuity plan for your data is one if Quote #44010031 v1 Service Desk: 888-770-0498 1 support@pacificoffice.com Page: 5 of 24 I% PACIFIC OFFICE AUTOMATION PROBLEM SOLVED - not the most important offerings that Pacific Office offers our managed IT customers. This is monitored in real time by our remote management software and will alert us if a backup fails. This allows our customers to have the security to know that they have a backup of not only their data but of all important systems, minimizing downtime in the event of a major disaster. Malware Detection and Removal: Helps prevent malware from invading your network, ensuring your key resources or information won't be hijacked. This is an important piece of a thorough security plan. Preventative Maintenance: Ensures that your servers, PCs and other vital network devices function optimally. This improves productivity, reliability and security. Projects: We'll help to determine the best way to make changes to your network and even procure the hardware and software you need to accomplish the task. Multiple Hardware Vendors: Pacific Office Automation works with many different technology vendors. We recommend the correct solution to fit your business needs not requiring you to only work with one manufacture. Technical Account Manager (TAM): We'll be your advisor on not only your current state but also help you plan on future changes to the network. We'll work with you to understand your business and help you design a network that complements your workflow. Quarterly Health Reports: We'll keep you updated with quarterly health reports to let you know the state of your network and any threats or weaknesses that should be addressed. Network Health Review: We dedicated time to review reports and issues that are important to the ongoing performance of your network with your Technical Account Manager. We translate technology into business terms for you and your business. Quote #44010031 v1 Service Desk: 888-770-0498 1 support@pacificoffice.com Page: 6 of 24 I% PACIFIC OFFICE AUTOMATION PROBLEM SOLVED - Service Desk, Response Times & Rates The PACIFIC OFFICE AUTOMATION Service Desk provides a point of escalation for your IT group when they have an issue or question. PACIFIC OFFICE AUTOMATION's staff is available during business hours to log issues and support your team. You can contact the IT Service Desk via email or phone. We commit to responding to your question promptly (average response times guaranteed, based on severity). If you are contacting us to escalate a service outage, we will route the call to our technical center for prompt attention. Initial engagement is the guaranteed average time to a technician beginning work on the ticket. SERVICE DESK SEVERITY RANKINGS AND RESPONSE TIMES Severity Definition Initial Response (Phone Call) Engagement Business 30 seconds Less than 30 min (Business Hours) operations are halted Critical Key processes are 30 seconds Less than 60 affected or business Minutes is compromised Major Single User is down 30 seconds 1 Hour Normal Malfunction is 30 seconds Less than 4 Hours causing inconvenience, but minimal productivity loss Cosmetic No real effect to i 30 seconds 16 Hours business operation or user Quote #44010031 v1 Service Desk: 888-770-0498 1 support@pacificoffice.com Page: 7 of 24 I% PACIFIC OFFICE AUTOMATION PROBLEM SOLVED - What is Not Included? In the complex and dynamic world of Managed I.T. Services, there can be a lot of gray areas. We want our partnership with our clients to be one of trust and good communication, which often begins with clear expectations. Simply put, POA will cover everything about your environment through our Managed I.T. Services program except for elective changes or hardware changes. These changes could include the upgrade or addition of a new line of business software, or new computers or monitors for employees. It could include a major elective data reorganization on your server, or a replacement hard drive for a system due to failure. POA will always help you diagnose and understand the extent of a project before beginning work to the best of our ability. We do this by providing a Scope of Work document, which both parties agree to. Due to the intertwined and inter -dependent nature of I.T. these "projects" are not always cut and dry, and we want to put a good customer experience above hard and fast rules, but this provides guidelines and can be interpreted as a good rule of thumb. The following is a list of excluded Products and Services (unless otherwise noted contractually): • Service on parts, equipment or software not covered by manufacturer warranty. • The cost of parts, equipment, software, licenses, certificates, upgrade fees. • The cost of any third party vendor or manufacturer support or incident fees of any kind. • Service or repair made necessary by the alteration or modification of equipment other than that authorized by POA, including alterations, software installations or modifications of equipment made by Client employees or anyone other than POA. • Maintenance of applications or software packages, whether acquired from POA or any other source. • Programming (modification of software code) • Training services of any kind. • Installation costs of any kind. Quote #44010031 v1 Service Desk: 888-770-0498 1 support@pacificoffice.com Page: 8 of 24 I% PACIFIC OFFICE AUTOMATION PROBLEM SOLVED - Our Partners 0 aruba awsdatto 4%dinCloud Microsoft Tmppm Azure 11 j j MiCrosOft CaiVnec#Wise �W a chGuard" Google I 11 Office Cloud Platform + CIT IX ML� jK AN TI 1 LF i ABarracuda Quote #44010031 v1 Service Desk: 888-770-0498 1 support@pacificoffice.com Page: 9 of 24 I% PACIFIC OFFICE AUTOMATION PROBLEM SOLVED - The First 30-60 Days The steps we take in the first month are critical to a successful partnership. This list provides a framework to work within as we integrate with your business. Please reach out to us if we can do anything to help you outside of this process. Phase 1: • Onboarding meeting conducted. • Specific project timeline estimate is confirmed with client. *Timelines may be delayed/ extended based on hardware delivery timing and complexity of the project. • POA installs Automate (Remote Management Tool) in your environment. o Servers o Workstations • POA/Customer: Antivirus solution deployment. If urgent. • POA shares Client Site Survey and other information gathering is conducted at the customer end. • POA sends Welcome email to end users to notify them of the change and the new processes for support. • Initial system changes/inherited issues are addressed by POA (see rollout checklist for specific task summary). • POA Help Desk is ready to go live. *There may be limitations of service based on gaps of information provided until we have gathered all necessary documents, passwords and network information Phase 2: A more advanced installation work begins when applicable. • Antivirus • Spam Filtering • Email migration • Initial Service Requests • Backups • Etc. Phase 3: • Project work begins if applicable (new devices & equipment is installed, tested and configured) • Update is provided to customer, informing them of progress and setting completion expectations. Phase 4: • Project work continues. • Task work completed and tested, signed off on by customer One month conference call conducted with customer- Summary of progress, expectations for additional required work set, recommendations for adjustments or additional technology presented to customer, customer feedback to POA on first 30 days. Quarterly Network Health Review set 90 days out Quote #44010031 v1 Service Desk: 888-770-0498 1 support@pacificoffice.com Page: 10 of 24 I% PACIFIC OFFICE AUTOMATION PROBLEM SOLVED - Contacting the Help Desk Our motto at Pacific Office Automation is: Problem Solved. We want to make it as easy as we can for you to get your technology problems resolved and get your employees back to work. We offer several ways for your employees to contact us, each one will create a ticket so we can track and improve our service performance. Our goal is to respond to every call in under 30 seconds, and we guarantee a response within an average of 60 minutes for all issues. Help Desk Support Line- We strive to answer every call within 30 seconds, but if you have to leave a message, expect a call back within 60 minutes. Phone calls are the fastest way to address questions or needs: Call: 1-888-770-0498 Email- Your email will be immediately logged and converted to a ticket. You will receive an automated response from our system with an assigned ticket number. Within 60 minutes you will receive a response from a technician who will address your service request: Email: support(a--)pacificoffice.com Quote #44010031 v1 Service Desk: 888-770-0498 1 support@pacificoffice.com Page: 11 of 24 I% PACIFIC OFFICE AUTOMATION PROBLEM SOLVED - Our Other Offerings Pacific Office Automation is the largest privately owned office equipment provider in the United States. We have technology solutions for every company, from a two person office to Fortune 500 companies. As you encounter technology challenges, needs or questions within your business we will bring you a great solution. Here is a brief list of the full spectrum of what we can provide for your business: Hardware (and hardware service for): • Multifunctional Copy/Print/Scan/Fax Equipment: Konica Minolta, Canon, Sharp, Ricoh, Lexmark, and Oce • Production Equipment: Professional High speed equipment for the CRD, Print for Pay and High Volume environment • Scanners: Canon, Fujitsu, Kodak, Panasonic and others • Printers: Lexmark, HP, Konica Minolta, Ricoh and others • Wide Format Equipment Software: • Digital Archival and Retrieval • Workflow • Scanning Solutions • Print Tracking • Document Manipulation • Fax Server Unified Communications: • Intermedia Elevate • Mitel On -Premises • Mitel POA -Built Private Cloud Solution Video Surveillance Equipment: • Indoor and outdoor camera's • 30-120 day storage with additional cloud backup if needed • View video 24/7 from any device with internet connection, get alerts -send live video feed to first responders • Hybrid cloud architecture- free from NVR and DVR systems • Find video quickly using time/date — based search and motion based indexing Quote #44010031 v1 Service Desk: 888-770-0498 1 support@pacificoffice.com Page: 12 of 24 I% PACIFIC OFFICE AUTOMATION PROBLEM SOLVED - Additional IT Services: • Customized Project Work • SPAM Filtering and Encryption Postage and Mailing Machines: • Mailing equipment from hand feed machines to full production • Folder inserters to help improve workflow and accuracy of collation and automatically insert paper into envelopes. • Shipping software to ship USPS, UPS and FedEx packages using rate comparison shopping and generating carrier compliant shipping barcodes • Addressing software to increase deliverable mail through CASS, PAVE and NCOA processing. • Document software to create secure inserting using barcode technology Print Services: • Outsourced full-service printing capability. For customers with special projects, overflow work or custom marketing collateral • Managed Print Services, POA can offer a full package of services for all of your office printers. Services include all maintenance, toner and supplies. Supplies: • Toners, inks and consumables for nearly any brand and any device. Quote #44010031 v1 Service Desk: 888-770-0498 1 support@pacificoffice.com Page: 13 of 24 I% PACIFIC OFFICE AUTOMATION PROBLEM SOLVED - Labor Hours TASK DESCRIPTION ESTIMATE IN HOURS Please note: Only actual hours spent will be billed, if there is more time required the client will be notified for approval to proceed. Pacific Office Automation's Managed IT customers will receive a reduced rate of $110 an hour for additional hours. (Hourly Managed IT Customer Labor Rate) - Transition Costs Included / Project Costs TBD Based on Final Solution Hour(s) of labor Subtotal: $110.00 Quote #44010031 v1 Service Desk: 888-770-0498 1 support@pacificoffice.com Page: 14 of 24 I% PACIFIC OFFICE AUTOMATION PROBLEM SOLVED - Monthly Management Summary QTY PRODUCT DETAILS 22 Managed Server (6 Physical, 16 Virtual Servers) Server Management Plan: Support: -Server stability and performance monitoring -Backup and AV monitoring -Patch management -Firewall/router monitoring -Customized reporting -Alert Notifications -Quarterly network health reports -Managed AV/AntFspam -Automated remote remediation -Server maintenance -Help Desk services 240 -Quarterly IT strategy meetings The City utilizes approximately (22) servers to meet its needs for network management, security, specialized applications, databases, messaging, and storage. These include: o Active Directory/DNS Management o File Server o Print Server o Windows Software Updates Services o Microsoft 365 Commercial o Disaster Recovery o Tyler Incode o Laserfiche o ArcGIS o AXIS o Genetec Security Center Network Appliances RECURRING EXTENDED RECURRING $78.00 $1,716.00 Quote #44010031 v1 Service Desk: 888-770-0498 1 support@pacificoffice.com Page: 15 of 24 I% PACIFIC OFFICE AUTOMATION PROBLEM SOLVED - Monthly Management Summary QTY PRODUCT DETAILS A number of network appliances perform key functions on the City's network (edge and core). These appliances include: • SonicWall Firewalls • Cisco Meraki Switches • Ubiquiti Wireless Access Points • QNAP WAN Switch and SAN Storage • APC Power Supply 110 Managed Workstation 24 x 7 Helpdesk Services Workstation Management Plan: Support: -Backup and AV monitoring -Patch management -Firewall/router monitoring -Customized reporting -Alert Notifications -Quarterly network health reports -Managed AV/AntFspam -Automated remote remediation -Help Desk services 240 -Microsoft 365 & MDM Management and Support -Quarterly IT strategy meetings The City has approximately 46 workstations and 121 laptops across all sites. The city is in the process of transitioning to laptops. The city will reduce their total from 167 to 110 supported devices. RECURRING EXTENDED RECURRING $78.00 $8,580.00 Monthly Subtotal: $10,296.00 Quote #44010031 v1 Service Desk: 888-770-0498 1 support@pacificoffice.com Page: 16 of 24 PACIFIC OFFICE I% AUTOMATION PROBLEM SOLVED Onsite FTE Desktop & Network Engineers QTY PRODUCT DETAILS Onsite Desktop Support Engineer (Monthly Cost - 40 Hours/Per Week) The on-site technicians are required to be on- site Monday -Friday 7:30AM-5PM. Staff must also be available for Council and commission meetings for immediate support. Onsite Desktop and Network Support Engineer (Monthly Cost - 40 Hours/Per Week) The on-site technicians are required to be on- site Monday -Friday 7:30AM-5PM. Staff must also be available for Council and commission meetings for immediate support. RECURRING EXTENDED RECURRING $7,124.00 $7,124.00 $9,498.67 $9,498.67 Monthly Subtotal: $16,622.67 Quote #44010031 v1 Service Desk: 888-770-0498 1 support@pacificoffice.com Page: 17 of 24 I% PACIFIC OFFICE AUTOMATION PROBLEM SOLVED - WatchGuard EPDR + Patch Management QTY PRODUCT DETAILS 132 WatchGuard Endpoint Protection, Detection and Response WatchGuard EPDR-Monthly Subscription - Provisioning *This product will be installed on all Client Endpoints if purchased (no exceptions) 132 WatchGuard Patch Management WatchGuard Patch Management - Monthly Subscription - Provisioning * Optional RECURRING EXTENDED RECURRING $6.00 $2.20 $792.00 $290.40 * Optional Monthly Subtotal: $1,082.40 Quote #44010031 v1 Service Desk: 888-770-0498 1 support@pacificoffice.com Page: 18 of 24 I% PACIFIC OFFICE AUTOMATION PROBLEM SOLVED - Barracuda Complete Email Security * Optional QTY PRODUCT DETAILS RECURRING EXTENDED RECURRING 100 Barracuda Plan - Complete lA(Barrawda $8.50 $850.00 Includes Security Plan plus the following: Archiving, Compliance, e -Discovery, Email Service Continuity, Cloud to Cloud Backup and Recovery for Office 365. * Optional Monthly Subtotal: $850.00 Quote #44010031 v1 Service Desk: 888-770-0498 1 support@pacificoffice.com Page: 19 of 24 I% PACIFIC OFFICE AUTOMATION PROBLEM SOLVED - Datto 5 SIRIS - Business Continuity Disaster Recovery QTY PRODUCT DETAILS Datto Siris 5 (8TB Max) - Infinite Cloud Retention The Infinite Cloud Retention service plan uses a set retention schedule for the storage of cloud data and is not limited to a predefined amount of Datto Cloud storage. Datto retains incremental backups for an indefinite period for as long as the service plan subscription is current. * Optional RECURRING EXTENDED RECURRING $1,448.33 $1,448.33 * Optional Monthly Subtotal: $1,448.33 Quote #44010031 v1 Service Desk: 888-770-0498 1 support@pacificoffice.com Page: 20 of 24 PACIFIC OFFICE I% AUTOMATION PROBLEM SOLVED Arctic Wolf Security Operations Center * Optional QTY PRODUCT DETAILS RECURRING EXTENDED RECURRING 22 Arctic Wolf MDR Server License $17.77 $390.94 Defends against advanced threats that bypass prevention tools. Leverages the client's existing tech stack to identify advanced network, endpoint, and cloud threats. Includes 24x7 coverage and guided responses to stop threats before they can do harm. Finds root cause, validates remediation, and collaborates to continuously improve overall security posture. 110 Arctic Wolf MDR User License $17.77 $1,954.70 Defends against advanced threats that bypass prevention tools. -Leverages the client's existing tech stack to identify advanced network, endpoint, and cloud threats; -Includes 24x7 coverage and guided responses to stop threats before they can do harm; -Finds root cause, validates remediation, and collaborates to continuously improve overall security posture. 132 Arctic Wolf Log Retention - 90 Day Standard Included $0.00 $0.00 Standard 90 -day is included 2 Arctic Wolf 200 Series Sensor $333.33 $666.66 Uses netowrk data along with endpoint logs to help detect malware destined for endpoints. 1 U Rack Mount Sensor 100 Arctic Wolf MDR 0365 User License $2.50 $250.00 Detects and responds to advanced threats targeting Microsoft 365 SaaS application. Helps the Client comply with regulatory mandates like PCI, HIPAA, and SOX. Includes a dedicated Concierge Security Team to rapidly detect and respond to threats across your on -premises and cloud deployments. Quote #44010031 v1 Service Desk: 888-770-0498 1 support@pacificoffice.com Page: 21 of 24 PACIFIC OFFICE I% AUTOMATION PROBLEM SOLVED Arctic Wolf Security Operations Center QTY PRODUCT DETAILS 22 Arctic Wolf MR Server License Designed to help prevent incidents in the first place. -Identifies and categorizes risky software, assets, and accounts; -Helps the Client understand their current digital risk posture and identifies gaps relative to best practices; -Alerts of exposure and prioritizes securty posture improvements 110 Arctic Wolf MR User License Designed to help prevent incidents in the first place. -Identifies and categorizes risky software, assets, and accounts; -Helps the Client understand their current digital risk posture and identifies gaps relative to best practices; -Alerts of exposure and prioritizes securty posture improvements 132 Arctic Wolf Platform -MSP W111 Arctic Wolf Platform -MSP Arctic Wolf Managed Security Awareness Training User License Arctic Wolf Managed Security Awareness Training User License 1 Arctic Wolf IR JUMPSTART RETAINER ARCTIC WOLF MANAGED IR JUMP START RETAINER - MSP * Optional RECURRING EXTENDED RECURRING $8.67 $8.67 $1.67 $1.67 $347.22 $190.74 $953.70 $220.44 $167.00 $347.22 * Optional Monthly Subtotal: $5,141.40 Quote #44010031 v1 Service Desk: 888-770-0498 1 support@pacificoffice.com Page: 22 of 24 I% PACIFIC OFFICE AUTOMATION PROBLEM SOLVED - City of La Quinta, CA - Managed IT Services Quote Summary Quote Information: 44010031 Version: 1 Delivery Date: 03/01/2024 Expiration Date: 03/25/2024 DESCRIPTION Prepared by: Prepared for: 4' 44 Bay Area Harman Agroia (510)-701-4493 City of La Quinta 78-495 Calle Tampico, La Quinta, , CA 92253 Monthly Management Summary $10,296.00 harman.agroia@pacificoffice.com MarketPlace .City *Optional Expenses DESCRIPTION Monthly Total: $26,918.67 RECURRING WatchGuard EPDR + Patch Management (760) 777-7000 Barracuda Complete Email Security $850.00 Datto 5 SIRIS - Business Continuity Disaster Recovery TOURISM@LAQUINTACA.GOV Quote Summary Quote Information: 44010031 Version: 1 Delivery Date: 03/01/2024 Expiration Date: 03/25/2024 DESCRIPTION AMOUNT Labor Hours $110.00 Monthly Expenses Summary DESCRIPTION Total: $110.00 AMOUNT Monthly Management Summary $10,296.00 Onsite FTE Desktop & Network Engineers $16,622.67 *Optional Expenses DESCRIPTION Monthly Total: $26,918.67 RECURRING WatchGuard EPDR + Patch Management $1,082.40 Barracuda Complete Email Security $850.00 Datto 5 SIRIS - Business Continuity Disaster Recovery $1,448.33 Arctic Wolf Security Operations Center $5,141.40 Optional Subtotal: $8,522.13 Quote #44010031 v1 Service Desk: 888-770-0498 1 support@pacificoffice.com Page: 23 of 24 I% PACIFIC OFFICE AUTOMATION PROBLEM SOLVED - 44 Bay Area Signature: Name: Harman Agroia IT Sales Engineer Date: 03/01/2024 City of La Quinta Signature: Name: Date: MarketPlace .City Quote #44010031 v1 Service Desk: 888-770-0498 1 support@pacificoffice.com Page: 24 of 24 AARCTIC THE LEADER IN SECURITY OPERATIONS WOLF RISK ND PACIFIC OFFICE BE AUTOMATION - RUC3LCN SOLV EO him. Technology Trends Have Exponentially Increased cyber r The Cloud Killed the Perimeter THE LEADER IN SECURITY OPERATIONS Sophisticated Bad Actors & Attacks Launched En Masse Exploding --I Attack Surfaces rN 1 Escalating Cyber Risk O i iiiNA of security leaders bg I elieve their organization is falling short when it comes to addressing cyber risk. Source: Foundry 2021 Security Priorities Study r 2 A Some Observations Why aren't security leaders feeling confident? ' IKELIHOOD OF AN INCIDENT * OF CYBE RIS THE LEADER IN SECURITY OPERATIONS R IMPACT OF AN INCIDENT ©2022 Arctic Wolf Networks, Inc. All rights reserved. Classification: Public A THE LEADER IN ECURITY OPERATIONS Unify security tech stack Optimize your existing tech stack; Gain visibility across attack surfaces & types Switch your ttitrl thinking from a �0� Focus on outcomes tool: mindset Prioritize high impact outcomes across the to an operational security operations framework mindset Build resilience 24x7 posture with dedicated expertise, tailored & tuned security program to your priorities and needs ©2022 Arctic Wolf Networks, Inc. All rights reserved. Classification: Public A THE LEADER IN SECURITY OPERATIONS Security Operations Outcomes that Matter to You IDENTIFY PROTECT You need an You need accurate picture confidence that you of your threat have things posture and secured & exposures across configured properly all attack surfaces DETEi f You need ability to s1— threats early; both commodity and APTs RESPOND 1 0 You need to respond to threats and intrusions quickly and efficiently Security Operations Framework ©2022 Arctic Wolf Networks, Inc. All rights reserved. Classification: Public RECOVER C-) You need experience and capabilities to ensure you can get back to business - fast & implement improvements A, Why Arctic Wolf? Our innovative Security Operations platform and concierge delivery model enable you to End Cyber Risk Time to Value • Leverage existing investments • Add resources & expertise to your team • Reduce noise & drive efficiency Guidance • Concierge Security Team • Framework tailored to your environment • World-class expertise on - demand 0 SSEE�C�URITY OPERATIONS ARRANTY 'rotection Against commodity & advanced threats Attack surfaces All -the -time (24x7) tesilience Proactive risk mgt Continuous posture assessment • Sustained compliance ©2022 Arctic Wolf Networks, Inc. All rights reserved. Classification: Public 6 ARCTIC WOLF SECURITY OPERATIONS PLATFORM ©2022 Arctic Wolf Networks, Inc. All rights reserved. Classification: Public THE LEADER IN SECURITY OPERATIONS PACIFIC OFFICE AUTOMATION PRICaLEM SOLVED A ARCTIC WOLF Security Operations Cloud MANAGED CLOUD CLOUD SECURITY MANAGED COMPLIANCE DETECTION DETECTION DATA MANAGED POSTURE SECURITY CONTENT & RESPONSE & RESPONSE EXPLORATION RISK MANAGEMENT AWARENESS PACT{ ro a ■ ,11m 4W a drdp"I '/ArR a m IM E L. < V IL IV4 INCIDENT RESPONSE i ARCTIC LOW aLF' PLATV43 � OPEN XOR ARCHITECTURE ENDPOINT NETWORK CLOUD IDENTITY HUMAN ©2022 Arctic Wolf Networks, Inc. All rights reserved. Classification: Public En THE LEADER IN SECURITY OPERATIONS Security Operations at Scale Trillion events Petabytes per week processed/week *%1.3M i YRS 60+ AW active agents Of development/ SOC2 Security stack and 12,500 sensors Type and ISO 27000 integrations UNMATCHED POWER >700K Tailored reports created for >3k customers A ,14 C" 7"1 C VLA 4311l- L. F " P L AT Tr' 'Cb VSA UNIQUE PRECISION 13% Of tickets come from AW detections 99.9% Single Per day on average True positives View into your security stack ©2022 Arctic Wolf Networks, Inc. All rights reserved. Classification: Public 9 Arctic Wolf Solution Concierge Security Team Triage Team 0 MANAGED DETECTION & Threat Hunting RESPONSE Managed Containment IDENTIFY PROTECT DETECT ©2022 Arctic Wolf Networks, Inc. All rights reserved. Classification: Public RESPOND Broad Visibility 24x7 Coverage RECOVER THE LEADER IN SECURITY OPERATIONS Detect Leverage your existing tech stack to identify advanced network, endpoint, and cloud threats Respond 24x7 coverage and guided response stops threats before they can do harm Recover Find root cause, validate remediation, and collaborate to continuously improve your overall security posture Average number of alerts per day A Arctic Wolf Solution Concierge Security Team Cloud Security Network & Posture Mgmt. Host -based Vulnerability (CSPM) Assessment MANAGED RISK Account Contextualized Takeover Attack Surface Risk Coverage Security Controls Benchmarking DETECT RESPOND RECOVER ©2022 Arctic Wolf Networks, Inc. All rights reserved. Classification: Public THE LEADER IN SECURITY OPERATIONS Discover The ability to discover and gain visibility to your digital and attack surface Assess Determine your cyber risk in the context of your business Harden Expertise to guide your strategy and help you harden your environment Of the vulnerabilities discovered in 2021 were Critical or High A, Arctic Wolf Solution Automated Phishing Simulations Fully Managed & Friction -Free Concierge Security Team Awareness Coaching MANAGED SECURITY AWARENESS Performance Analytics THE LEADER IN SECURITY OPERATIONS Engage Educate and prepare employees to stop social engineering attacks, like phishing. Ongoing Microlearning Measure Compliance Training Courses DETECT RESPOND ,J1111JUVER ©2022 Arctic Wolf Networks, Inc. All rights reserved. Classification: Public Identify employees that fall behind and determine which threat topics require reinforcement. Transform Achieve a culture of security and strengthen cyber resilience. 90% Of cyberattac employees 12 A Arctic Wolf Solution IR Retainer Digital Forensics INCIDENT Threat Actor RESPONSE Communications System Restoration IDENTIFY PROTECT DE ffA RESPOND ©2022 Arctic Wolf Networks, Inc. All rights reserved. Classification: Public THE LEADER IN SECURITY OPERATIONS kni Contain Identify root point of entry and isolate the threat Threat Eradicate Eradication Remove the threat from all infected systems Data Recovery RECOVER Restore Recover data, restore systems, and return the organization to normal business operations 85% Of the time, Tetra Defense identifies the root point of compromise. A, THE LEADER IN SECURITY OPERATIONS Reducing the Impact and Likelihood of Cyber Risk DWELL TIME 1111W 0:30 Industry average time to identify an intrusion is 206 days. Arctic Wolf does it in 30 minutes or less. ACCOUNT TAKEOVER 69% Of customers have some PH exposure, with 19% with critical exposure (plain text passwords) ©2022 Arctic Wolf Networks, Inc. All rights reserved. Classification: Public TIME OF ATTACKS 39% Threats that were detected after 8PM and before 8AM by Arctic Wolf UNPATCHED VULNERABILITIES 58% Reduction in time to patch critical vulnerabilities after activating Arctic Wolf ADVANCED THREATS 43% Of customers have advanced threat activity being missed by security tools but caught by Arctic Wolf P H I S H I N G 18% Of customers have phishing activity that is missed by email security but caught by Arctic Wolf 14 A THE LEADER IN SECURITY OPERATIONS "Arctic Wolf helps us overcome huge challenges. Getting clear visibility across our infrastructure was a worrisome issue until we engaged Arctic Wolf. And locating, training, and retaining security personnel in our geographic area can be challenging, but collaborating with Arctic Wolf's Concierge Security Team lets us maintain visibility and meet compliance obligations. YY Dr. Jason A. Thomas Chief Operating Officer and Chief Information Officer, Jackson Parish Hospital B PCKSN ARISHHOSPITAL ©2022 Arctic Wolf Networks, Inc. All rights reserved. Classification: Public 15 A =E IDC :NxuppingercoierEher. Analyze the Future ANALYSTS 19 LEADER 1ARKET COMPASS- PEER INSIGHTS MDR MarketScape Security Operations Center as a Service (SOCaaS) "Outstanding in functionality" W5 in All Criteria AWARDS CERTIFICATIONS FALL IAN C ES IHtLM.NXELC[; w� tF! aW5 Member of 0 50CRN TECHNOLOGY 5CC2 Owm � Microsoft Intelligent TYPE Privacy Shield TaP Compliant PARTNER Security Association Technology Fast 500 Ly KMERICA ilECr Microsoft Dewitte, 2 Q 2 ] rA THANK YOU ©2022 Arctic Wolf Networks, Inc. All rights reserved. Classification: Public THE LEADER IN SECURITY OPERATIONS PACIFIC OFFICE AUTOMATION PRICaLEM SOLVED I/ A