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TwintelMarkftplaw-dty Company: Twintel Email: mjohnson@twintel.net Contact: Mark Johnson Address: 12635 Hoover St Westminster, CA 92841 Phone: (714) 855-2976 Website: https://www.twintel.net/ Submission Date: Feb 26, 2024 5:32 PM Marketplace.city Marketplace.city General Andrew Watkins, President and COO S00 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 Twintel Response CONTACT INFORMATION RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services ADDENDA CONFIRMATION Addendum #1 Confirmed Feb 26, 2024 5:21 PM by Mark Johnson 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 La_Quinta_RFP_Response.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 Once a service request is identified as an incident (or submitted as an incident), a checklist is applied to indicate Urgency, Impact, Severity. Checklist walks through resolution plan steps. Upon resolution, post -incident review is coordinated. Senior leadership team establishes mitigration steps. 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 We have not seen ransomware in the past 12 -months. When ransomware threats have been encountered previously, incident response steps were processed, affected data was restored via backup, machines were wiped and reloaded, and incident report was provided. 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 Twintel achieved NIST compliance initially and then proceeded with SOC 2 oversight. Twintel maintains an ongoing 3rd party audit report indicating SOC 2 compliance. 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 RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 3 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services Twintel relies on utilizing tools and services for 24/7 SOC monitoring on networking appliances. IDS/IPS must be in place to provide alerts to the SOC, and centralized log data collection for threat detection, analysis, and incident response is necessary. DO YOU MAINTAIN 24/7/365 HEALTH MONITORING AND AVAILABILITY OF THE DELIVERY PLATFORM?* Maximum response length: 300 characters Twintel employees oversee SOC services 24/7 and ensure that alerting is aggregated into a centralized ticket management platform. DO YOU PROVIDE ANNUAL SECURITY ARCHITECTURE REVIEW AND VULNERABILITY ASSESSMENTS?* Maximum response length: 300 characters Twintel advocates a monthly vPenTest solution which offers monthly -updated vulnerability assessments with results advisory per certified security engineer. Twintel technicians provide monthly reports to key staff and advise on remediation steps taken through service requests. 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 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?* Maximum response length: 300 characters RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 4 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services RMM creates a ticket if outage is identified. 15 minute SLA is applied. Technician notifies customer and confirms if outage is client - equipment or ISP. Technician notifies customer once confirmed, and begins remediation steps (equipment repair/replacement or ISP engagement). 2 -Hour estimate restore. 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 Our support desk team is equipped to provide VOIP service support to ensure QOS/COS, continuity, and configuration for a variety of platforms including Mitel. 4. Device/Hardware Management CAN YOU PROVIDE ALL MAINTENANCE, MONITORING, AND SUPPORT FOR HARDWARE (SERVER, DESKTOP, LAPTOP, MOBILE), AND INVENTORY CONTROL AND MANAGEMENT (HARDWARE AND SOFTWARE)?* Yes IF NO, PLEASE ELABORATE. Maximum response length: 300 characters No response submitted RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 5 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services 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 All assets are tagged and network -capable devices are connected to our RMM software. Non -networking devices are manually logged in a Microsoft List system which is customized to accommodate inventory oversight needs of the organzation. 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 24/7/365 helpdesk support from Twintel employees located in the states. Headquarters office with the largest volume of employees is in Garden Grove, and remote technicians are located across the country. PLEASE DESCRIBE THE LOCATION OF YOUR OFFICE HEADQUARTERS. Maximum response length: 300 characters Garden Grove, California. RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 6 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services 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 Yes, we have a headquarters office within 2 -hours of La Quinta. DURING BUSINESS HOURS, HOW LONG WOULD IT TAKE SOMEONE TO ARRIVE ON-SITE IN THE EVENT OF AN IT EMERGENCY? 2-3 hours DURING AFTER HOURS, HOW LONG WOULD ITTAKE SOMEONE TO ARRIVE ON-SITE IN THE EVENT OF AN IT EMERGENCY? 1-2 hours ON-SITE STAFFING AVAILABILITY? (NOTE: YOUR PROPOSAL MAY BE DISQUALIFIED IF YOU ARE UNABLE TO PROVIDE ONSITE STAFFING FOR THE CITY) Is your firm able to provide a minimum of 2 on-site desktop technicians, with one of the two technicians being proficient in Networking? Yes, Twintel is capable of coordinating two onsite technicians. One level 1 and one level 2. 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 RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 7 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services PLEASE DESCRIBE THE GUARANTEED AND AVERAGE RESPONSE TIME FOR REQUESTS DURING BUSINESS HOURS AND AFTER HOURS. Maximum response length: 300 characters SLA: Urgent: 15 minutes. High: 1 -hour. Medium:: 2 -hours. Low: 8 -hour. PLEASE UPLOAD RESPONSE TIME AND SUPPORT SLAS. SLA_Overview.pdf WHAT IS THE AVAILABILITY OF KEY STAFF DURING NORMAL BUSINESS HOURS? Maximum response length: 300 characters Full staff availability between 6:30am and 5:30pm. Reduced staff available after-hours. Key resources available as -needed after hours. ARE THERE ANY PENALTIES FOR YOUR COMPANY IF GUARANTEED RESPONSE TIMES AREN'T MET?* Maximum response length: 300 characters No penalties currently. Open to explore options. DESCRIBE YOUR WORK ORDER/TICKET SYSTEM. Maximum response length: 300 characters We utilize Autotask as our Professional Services Automation system. WHAT ARE THE STEPS USED TO ESCALATE CHRONIC OR CHALLENGING PROBLEMS?* Maximum response length: 300 characters Issues are escalated to problems and work is directed by the Service Desk Manager to ensure that the proper resources are assigned and carried out to resolution. RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 8 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services 6. Organizational Governance THE SELECTED LA QUINTA MANAGED IT SERVICES PARTNER IS EXPECTED TO CONTRIBUTE TO ORGANIZATIONAL GOVERNANCE AND SUPPORT AND ADHERE TO CITY RULES AND REGULATIONS. PLEASE CONFIRM YOU CAN PROVIDE THESE SERVICES.* Yes PLEASE SELECT WHETHER YOU CAN PROVIDE THE FOLLOWING. User onboarding/offboarding Active Directory Management System, network, and application documentation Regular reporting on purchases, assets, current activities and issues, and project status reports Provide customized IT policies and provide best practices and recommendations 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 Minor software upgrades are included, but major software upgrades would be planned and scoped as a project. A scope of work would be provided via quotation. PLEASE DESCRIBE YOUR EXPERIENCE ADMINISTERING MICROSOFT 365 FOR CLIENTS. PLEASE DESCRIBE ANY MICROSOFT 365 CERTIFICATIONS YOU HOLD. * Maximum response length: 300 characters Twintel is a Microsoft Silver partner and the majority of clients managed utilize Microsoft 365. Numerous Twintel technicians hold Microsoft 365 and Azure certifications including MCTS, MCPS, MCSA, and Azure Administrator Associate. RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 9 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services PLEASE DESCRIBE YOUR FAMILIARITY AND EXPERIENCE WITH OTHER EXISTING LA QUINTA TECHNOLOGY, AS LISTED IN THE OPPORTUNITY OVERVIEW ABOVE. * Please be sure to highlight technologies you are unfamiliar with. Maximum response length: 500 characters Twintel is a SonicWALL partner with over 100 appliances deployed currently, and Twintel prefers Ubiquiti and Meraki networking equipment, and is very comfortable with managing network environments with SonicWALL/Ubiquiti equipment. ANAP Network Attached Storage devices are also mainstream in our support along with software such as AutoCAD and ArcGIS. 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 First and foremost, security and support are assessed. If our team can meet with the software/hardware provider to discuss requirements and standardization, we will provide a determination. If the solution is supported, we will then review review usability, workflow enhancements and cost with staff. PLEASE PROVIDE SPECIFIC EXAMPLES OF HOW YOU HAVE WORKED WITH CUSTOMERS THAT BEGAN WITH SIGNIFICANT TECHNOLOGY LIMITATIONS AND HELPED TO SUCCESSFULLY TRANSFORM THEM INTO ORGANIZATIONS WITH WELL PLANNED AND EXECUTED TECHNOLOGY STRATEGIES? WHAT WERE THE CRITICAL SUCCESS FACTORS IN THIS TRANSFORMATION?* Maximum response length: 500 characters We began working with one of California's largest staffing agencies that utilized a COLO datacenter with 3 a VMWare high -availability array of 3 hypervisor servers with a SAN. No backup was in place, active failover was not configured properly, and they had over 15 VLANs distributing load. We replaced this with two hypervisor servers, a BCDR system, consolidated VLANs, and implemented Azure services to offload many servers to the cloud. The environment is documented, simple and has a tested RTO. RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 10 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?* 1-10 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 40% Non -Profit, 40% Private, 20% Government. PLEASE PROVIDE REFERENCES FOR THE CITY OF LA QUINTA* Please download the below document, complete, and upload. • Marketplace.city Reference .. Marketplace.city_Reference_Document.xlsx 10. Pricing and Model PLEASE PROVIDE A PRICING ESTIMATE TO THE CITY BASED ON THE INFORMATION PROVIDED IN THIS RFP.* Please download the below document, complete, and upload. Please be sure to include a detailed fee schedule for the services requested by this RFP and any complementary services offered along with corresponding prices. The initial contract is anticipated for a period of 5 years commencing on or before July 1, 2024, with the potential for an option to renew it for two additional years. Please include renewal costs as well. • Basic Pricing Template .xlsx Basic_Pricing_Template_Twintel.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 11 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services Maximum response length: 300 characters Confirmation on existing BCDR solution (if a solution needs to be provided, will need to know server resource utilization). Determination of Police Department Service Needs. Exchange on -prem or hosted in Microsoft 365? 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 onboarding process includes over 50 -checklist items. An account manager works directly with key stakeholders to gather information for our 3-phase onboarding. Over the course of onboarding, our team will be equipped with information to facilitate support, our support systems will be incorporated into the staff enviornment, and expectations will be set with staff for service requests. Full onboarding is generally a 60 -day process. 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 Key stakeholder contact for access control approvals, purchasing approvals, operations review. Comprehensive documentation for existing environment. Contact information and hours for all staff and locations. Equipment allocation register. ongoing quarterly technology review contact. 12. Other PLEASE SIGN THE FOUR SUPPLEMENTAL DOCUMENTS ATTACHED. * RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 12 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services 1. Acknowledgement of Insurance Requirements (Attachment 2) Proposals must include a written statement that, if selected, the proposer will provide the minimum insurance coverage and indemnification noted in Exhibits E and F, respectively, of the City's Agreement for Contract Services included as Attachment 1. 2. Non -Collusion Affidavit (Attachment 3) Proposals must include an executed Non -Collusion Affidavit, included as Attachment 3, executed by an official authorized to bind the firm. 3. Acknowledgement of Addenda (Attachment 4) If any addendum/addenda are issued, the proposer shall initial the Acknowledgement of Addenda, included as Attachment 4. ATTACHMENTS 1. Agreement for Contract Services 2. Insurance Requirements Acknowledgement Must be executed by proposer and submitted with the proposal 3. Non -Collusion Affidavit Must be executed by proposer and submitted with the proposal 4. Addenda Acknowledgement Must be executed by proposer and submitted with the proposal 0 SuDDlemental Attachments .docx ATTACHMENT _2_ INSURANCE _REQUIREMENTS.pdfATTACHMENT_3_NON- COLLUSION _AFFIDAVIT_FORM.pdfATTACHMENT _ 4_ ACKNOWLEDGEMENT_OF_RECEIPT_OF_ADDENDA.pdfATTACHMENT_4_ACKNO WLEDGEMENT_OF_RECEIPT_OF_ADDENDA.pdf PLEASE INDICATE ANY BUSINESS DESIGNATIONS YOU HAVE: Select all that apply. Local to California RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 13 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services Small Business Classification 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. RFP_Response= _City_of_La_Quinta= _2024.pdf BY SUBMITTING, I UNDERSTAND THAT THE CITY OF LA QUINTA AND MARKETPLACE. CITY WILL RECEIVE THIS INFORMATION. I HAVE READ AND UNDERSTAND THE TERMS OF THIS OPPORTUNITY.* Confirmed RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 14 TWINTEL City of La Quinta RFP Response Narrative Describing Proposed Solution Number of Years in Business Twintel was founded in 2008 and has provided services to Southern California for 16 -years. TaxpayerlD 26-3326998 Number of Years performing Managed IT Services Twintel has provided Managed IT Services for 16 -years. Resume of Project Manager and key personnel who will be responsible for servicing the City of La Quinta Mark Johnson will be personally responsible for overseeing the onboarding of the City of La Quinta and will remain a key player in the ongoing success of their technology infrastructure. Mark has worked in the Managed services IT space for 12 -years and has successfully overseen multi-million dollar IT projects, performed high leverage account management, and overseen IT service delivery for a nationwide customer base. Matt Matsunari will be primarily responsible for escalation requests related to the City of La Quinta technology infrastructure. He has functioned as an escalation technician for 5 -years, addressing tier 2+ issues and training staff to deliver continuously excellent service. Rick Martinez will be a primary onsite resource. He lives in the Inland Empire and has functioned as a WRCOG (Western Riverside Council of Governments) dedicated onsite resource for the past 1 -years and can provide an excellent range of server administration, networking, and endpoint support services. Sonya Sandoval will be the primary billing and administration contact. Sonya has worked as the primary administrative contact for corporate, government, and non-profit organizations and has a track record of providing rapid and methodical oversight for customers. Mork Johnson Director of Managed Services 11 years of IT Consulting Experience Microsoft Certified Professional Microsoft Certified Product Specialist Microsoft Certified Technology Specialist Microsoft Certified Solutions Associate Office 365 MCSA Certified Microsoft Azure Administrator Mark is married to his wife Veronika and has an eight-year-old son named Ryker, a five-year-old daughter named Avia, and a two-year-old son named Jasper. Aside from spending time with his family, Mark enjoys photography when he can, playing the piano, and refining his sourdough recipes on the weekends. Matt Matsunari Senior Technology Specialist 10 years of IT Support Experience Degree in Network Cyber Security Microsoft Certified Professional Valedictorian of ITT Technical Institute Rick Martinez Technology Specialist 3 years of IT Support Experience CompTIA A+ Certified Sonya Sandoval IT Operations Support 20 years' Experience in Business and Information Systems Management QuickBooks and PS Automation Certified Firm Ownership Chief Information Officer, William Scogin Chief Technology Officer, Jeremy Scogin Matt is a big-time sports fan and enjoys participating in pickup basketball games in his spare time. He is a highly skilled gamer and cherishes his time with family the most. Rick is passionate about sports. He enjoys spending his free time participating in soccer and basketball recreation leagues and traveling to follow his favorite sports teams. Rick loves spending time with his family and his two dogs, a corgi named Stuart and an Australian shepherd named Clifford. Sonya is an animal lover and has volunteered for a Pet Rescue organization for 15 years. She loves spending time with family, going to concerts and living near the beach. Appropriately named, Twintel was founded by identical twin brothers', William Scogin and Jeremy Scogin in April of 2008. 15 years later, the company thrives as a top-rated and leading provider of Managed IT Services. As life-long entrepreneurs, the brothers, started their very first company at the age of 12, where they provided land scaping services inside of their local community. Before they launched Twintel, William and Jeremy, served as IT Managers for nearly a decade for one for one of the larger nonprofit youth services organizations in the country. As with the case for Jeremy Scogin 8 41411iam 5oogi n, Fotinder�� TWINTEL Solutions. Inc. many nonprofit companies, IT funding was limited. It was here that the brothers established themselves as experts in IT resourcefulness, project implementation, and information systems management. Today, Twintel serves businesses and organizations which span the country and boast IT networks of hundreds of workstations and servers. Along with Microsoft certifications, William and Jeremy have over 40 years of combined practical IT experience and earned their information system management degrees at Cal State University Long Beach, with emphasis in Network/Telecommunications and Ecommerce/Project Management. William and Jeremy are former champion wrestlers, avid sports fans and haven't missed their regularly scheduled Saturday morning breakfast with one another in over 8 years. Q, � TWIN EXHIBIT C: SERVICE LEVELS upport Desk - Service Level Agreement (SLA) Priority Criteria Response Time Completion Goal • Affects more than 1 individual • Mission critical • No workaround available. Examples: E - Urgent Mail services are not functional; network is Immediate response Within 1 - 2 hours not available; classroom computing technology is not functioning pending a class. • Affects one individual High • No workaround available Examples: 1 hour response Within 2 hours to 1 business day Computer with critical data won't boot. • Affects one or more individual's • Workarounds availableExamples: Can't check e-mail from one computer, but could Medium use Webmail from another computer. 1 hour response Within 2 hours to 1 business day • No effect on productivity, or unsupported software • A service request that does not require Low immediate attention or involves long 4 -hour response Within 5 working days range plan ning.Examples: Monitor showing b/w instead of color. CD player has no sound. Provisioning Department - Service Level Agreement (SLA) Task Summary Lead Time Completion Goal (Begins when equipment is in-house) • Hardware testing: Example - Computer spontaneously shutting down • Software testing: Example - Poor application Assessment performance 3 business days 1-2 business days • Vendor review: Example - 3rd party vendor evaluating the equipment • Hardware repairs: Resolution plan in place. Equipment in -hand • Software repairs: Resolution plan in place. Repairs Steps provided. 5 business days 3-5 business days • Vendor repair: Coordinate with vendor to process tasks Q TWIN • Hardware Provisioning: Device setup per onboarding documentation • Software Provisioning: Device setup per 5 business days Provisioning onboarding documentation 3-5 business days • Vendor Provisioning: Oversee vendor device setu p • Shipping Label: Receive shipping label from customer or print custom • Pack Equipment: Securely pack equipment Shipping into shipping containers 1 business day • Coordinate Pickup: Schedule pickup from 1-2 business days shipping company ta ATTACHMENT 2 INSURANCE REQUIREMENTS ACKNOWLEDGEMENT Must be executed by proposer and submitted with the proposal I Mark Johnson confirm that Twintel Solutions Inc. (name) hereby acknowledge and (name of company) has reviewed the City's indemnification and minimum insurance requirements as listed in Exhibits E and F of the City's Agreement for Contract Services (Attachment 1); and declare that insurance certificates and endorsements verifying compliance will be provided if an agreement is awarded. I am Director of Managed Services (Title) of Twintel Solutions Inc. (Company) Page 11 of 13 Commercial General Liability (at least as broad as ISO CG 0001) $1,000,000 (per occurrence); $2,000,000 (general aggregate) Must include the following endorsements: General Liability Additional Insured General Liability Primary and Noncontributory Commercial Auto Liability (at least as broad as ISO CA 0001) $1,000,000 (per accident) Personal Auto Declaration Page if applicable Errors and Omissions Liability $1,000,000 (per claim and aggregate) Worker's Compensation (per statutory requirements) Must include the following endorsements: Worker's Compensation Waiver of Subrogation Worker's Compensation Declaration of Sole Proprietor if applicable Cyber Liability in the amount of $1,000,000 per occurrence Umbrella or Excess Liability may be used to meet policy limits Page 11 of 13 ta v:Ll 11 ll�L\I ATTACHMENT 3 NON -COLLUSION AFFIDAVIT FORM Must be executed by proposer and submitted with the proposal I, Mark Johnson (name) hereby declare as follows: I am Director of Managed Services of Twintel Solutions Inc. (Title) (Company) the party making the foregoing proposal, that the proposal is not made in the interest of, or on behalf of, any undisclosed person, partnership, company, association, organization, or corporation; that the proposal is genuine and not collusive or sham; that the proposer has not directly or indirectly induced or solicited any other proposer to put in a false or sham proposal, and has not directly or indirectly colluded, conspired, connived, or agreed with any proposer or anyone else to put in a sham proposal, or that anyone shall refrain from proposing; that the proposer has not in any manner, directly or indirectly, sought by agreement, communication, or conference with anyone to fix the proposal price of the proposer or any other proposer, or to fix any overhead, profit, or cost element of the proposal price, or of that of any other proposer, or to secure any advantage against the public body awarding the agreement of anyone interested in the proposed agreement; that all statements contained in the proposal are true; and, further, that the proposer has not, directly or indirectly, submitted his or her proposal price or any breakdown thereof, or the contents thereof, or divulged information or data relative hereto, or paid, and will not pay, any fee to any corporation, partnership, company, association, organization, proposal depository, or to any member or agent thereof to effectuate a collusive or sham proposal. I declare under penalty of perjury under the laws of the State of California that the foregoing is true and correct. Proposer Signature: W_4_ Proposer Name: Proposer Title: Company Name: Address: Mark Johnson Director of Managed Services Twintel Solutions Inc. 12635 Hoover Street, Garden Grove, CA 92841 Page 12 of 13 ta ATTACHMENT 4 ACKNOWLEDGEMENT OF RECEIPT OF ADDENDA Must be executed by proposer and submitted with the proposal; If no addenda has been issued, mark "N/A" under Addendum No, indicating Not Applicable and sign ADDENDUM NO. I SIGNATURE INDICATING RECEIPT Page 13 of 13 ta ATTACHMENT 4 ACKNOWLEDGEMENT OF RECEIPT OF ADDENDA Must be executed by proposer and submitted with the proposal; If no addenda has been issued, mark "N/A" under Addendum No, indicating Not Applicable and sign ADDENDUM NO. I SIGNATURE INDICATING RECEIPT Page 13 of 13 IN TWINTEL IT I WEB I V13 ICE Request for Proposal — Response Managed IT Services for the City of La Quinta Contractor Company Twintel Solutions, Inc. 12635 Hoover Street Garden Grove, CA 92841 EIN: 26-3326998 Contractor Primary Contact: William Scogin Chief Information Officer wscogin@Twintelsolutions.com (714) 705 —4641 Hereby authorized / obligated to commit to project: William Scogin 2023 —110— -- Forbes E— Forbes Technology Coundl Table of Contents Cover Letter 3 Firm Capabilities: Company Profile at -a -Glance 4 Firm Capabilities: Equal Employment Opportunity/Recruitment Firm Capabilities: Equal Employment Opportunity/Recruitment Scope of Work: Managed IT Services 8 Scope of Work: Network Management 9 Scope of Work: Server Management 10 Scope of Work: End-User/Workstation Management 11 Scope of Work: Account Management 12 Scope of Work: Project and Other Remediation Services 13 5 V. Detailed and Itemized Pricing: Managed IT Service Inclusions 15 Detailed and Itemized Pricing: Summary of Flat — Fee Pricing 16 Detailed and Itemized Pricing: Service Exclusions 17 Appendix A: Customer References 18 Appendix B: Notable Project Team Staffing 20 Appendix C: Company Overview 21 Appendix D: Security Posture 22 Cover Letter William Scogin Chief Information Officer Twintel Solutions, Inc Dear City of La Quinta, Twintel Solutions, Inc. is delighted to submit this Request for Proposal (RFP) response for your careful consideration. As you review this document, you'll discover that Twintel's frameworks and capabilities seamlessly align with the specific needs outlined by City of La Quinta. Our track record includes successfully managing similar contracts with organizations of diverse backgrounds and varying capacities, affirming our ability to adapt and excel in a broad spectrum of operational environments. Drawing from extensive experience working with diverse clients in the Southern California area for the past 16 years, including non-profit organizations, local government, and private enterprises, Twintel is poised to deliver the expertise and resources your organization needs. With our headquarters located in Garden Grove, our team specializes in Information Technology, networking, security, voice over IP phones, audio/visual, and other unique services tailored to the organizations we serve. With an ongoing knowledge base with more than a decade of development and an extensive background in client support, Twintel is well-equipped to meet your organization's requirements promptly and professionally. Our track record includes recognition on the Forbes Technology Council, back-to-back listings on the Inc 5000 list of Fastest Growing Companies in America, certification as a Great Place to Work for 2023, and attaining SOC 2 compliance through a third - party audit—a distinction received by only 5% of Managed IT Services Providers. However, our proudest achievement lies in our commitment to building lasting relationships and maintaining a remarkable 95% client retention rate over the past 5 years. We are confident that Twintel can provide unparalleled service, combining technical excellence with a dedication to fostering strong and enduring partnerships. We are excited about the opportunity to work with City of La Quinta under this contract and thank you for your time and consideration. Should any questions arise, or if we can provide any additional information, please do not hesitate to contact us. Sincerely, William Scogin Chief Information Officer --r�z_.' /ice✓ Mark Johnson Director of Managed Services Firm Capabilities: Company Profile at -a -Glance A. Track record in similar disciplines: Twintel has 15+ years of customer service and support experience D. E. Ownership, Size, Location, and has provided managed services in the following technical Legal Organization, Year Started disciplines: Twintel Solutions, Inc. . Enterprise -Class IT Services 12635 Hoover Street, Garden Grove, CA, 92841 • Cloud Computing Services California S - Corporation since September 2008 37 Team Members • Cybersecurlty Solutions • Mobile Device Management C. Key Project staff: • Analog Telephone, Digital and VolP Services William Scogin • Enterprise -Class Audio / Visual Services Chief Information Officer • IT Compliance and Governance 24 Years of IT Support Experience Degree in Management of Information Systems w/ B Track record with similar agencies: Degree Emphasis - Commerce and Project Management Microsoft Certified Professional Twintel began as a non-profit exclusive IT Services company. Since then, we have expanded into the for-profit and government Jeremy Scogin support sectors, and our experience in providing cost-effective, Chief Technology Officer reliable, and scalable solutions is unparalleled. For more 24 Years of IT Support Experience Degree in Management of Information Systems information about TWlntel'S government support services, please Degree Emphasis -Telecommunications and Networking visit our website: https://www.twintel.net/government-it- Microsoft Certified Professional services . Here are some of the various types of organizations we Mark Johnson service: Director of Managed Services 11 years of IT Consulting Experience Government Employment Resources: Twintel provides ongoing Microsoft Certified Professional comprehensive IT Services for Orange County Workforce Solutions Microsoft Certified Technology Specialist centers, servicing five office locations with over two -hundred Microsoft Azure Administrator Certified computers including both internal staff computers along with Office 365 MCSA Certified public -facing resource computers. Lane Levin Senior IT Technical Lead Employment Development Department (EDD): Twintel provides 19 years of IT Support Experience management of and contracted project work for networks, Degree in IS System Administration offices, and technology equipment used by EDD. Microsoft Certified Professional CompTIA N+ Certified Large Scale Manufacturing: Twintel provides Managed IT Services Matt Matsunari for a multi -billion dollar sustainable chemical and recycling Senior Technology Specialist company with a large branch office in the Inland Empire. 10 years of IT Support Experience Degree in Network Cyber Security Microsoft Certified Professional Senior Care Facilities: Twintel provides fully managed IT services Valedictorian of ITT Technical Institute for Orange County's largest senior care services organization leading to care and nourishment of older adults. Sonya Sandoval IT Operations Support Administrator 20 years' Experience in Business and Supportive Housing and Food Services: Twintel provides fully Information Systems Management managed IT services to organizations tasked with providing QuickBooks and RMM / PS Automation Certified permanent and temporary housing for those experiencing homelessness in the LA and Orange County area. Firm Capabilities: Equal Employment Opportunity/Recruitment F./G. Equal Opportunity Policy, Recruitment Objective Twintel Solutions, Inc. is an equal opportunity employer. In accordance with anti -discrimination law, it is the purpose of this policy to effectuate these principles and mandates. Twintel Solutions, Inc. prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Twintel Solutions, Inc. conforms to the spirit as well as to the letter of all applicable laws and regulations. Scope The policy of equal employment opportunity (EEO) and anti -discrimination applies to all aspects of the relationship between Twintel Solutions, Inc. and its employees, including: • Recruitment. • Employment. • Promotion. • Transfer. • Training. • Working conditions. • Wages and salary administration. • Employee benefits and application of policies. The policies and principles of EEO also apply to the selection and treatment of independent contractors, personnel working on our premises who are employed by temporary agencies and any other persons or firms doing business for or with Twintel Solutions, Inc. Dissemination and Implementation of Policy The officers of Twintel Solutions, Inc. will be responsible for the dissemination of this policy. Directors, managers and supervisors are responsible for implementing equal employment practices within each department. The HR department is responsible for overall compliance and will maintain personnel records in compliance with applicable laws and regulations. (continued next page) Firm Capabilities: Equal Employment Opportunity/Recruitment Procedures Twintel Solutions, Inc. administers our EEO policy fairly and consistently by: • Posting all required notices regarding employee rights under EEO laws in areas highly visible to employees. • Advertising for job openings with the statement "We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law." • Posting all required job openings with the appropriate state agencies. • Forbidding retaliation against any individual who files a charge of discrimination, opposes a practice believed to be unlawful discrimination, reports harassment, or assists, testifies or participates in an EEO agency proceeding. • Requires employees to report to a member of management, an HR representative or the general counsel any apparent discrimination or harassment. The report should be made within 48 hours of the incident. • Promptly notifies the general counsel of all incidents or reports of discrimination or harassment and takes other appropriate measures to resolve the situation. Harassment Harassment is a form of unlawful discrimination and violates Twintel Solutions, Inc. policy. Prohibited sexual harassment, for example, is defined as unwelcome sexual advances, request for sexual favors and other verbal or physical conduct of a sexual nature when: Submission to such conduct is made either explicitly or implicitly a term or condition of an individual's employment. Submission to or rejection of such conduct by an individual is used as the basis for employment decisions affecting such individuals. Such conduct has the purpose or effect of substantially interfering with an individual's work performance or creating an intimidating, hostile or offensive working environment. Harassment also includes unwelcome conduct that is based on race, color, religion, sex (including pregnancy), national origin, age (40 or older), disability or genetic information. Harassment becomes unlawful where: Enduring the offensive conduct becomes a condition of continued employment, or The conduct is severe or pervasive enough to create a work environment that a reasonable person would consider intimidating, hostile, or abusive. (continued next page) Twintel Solutions, Inc. encourages employees to report all incidents of harassment to a member of management or the HR department. Twintel Solutions, Inc. conducts harassment prevention training for all employees, and maintains and enforces a separate policy on harassment prevention, complaint procedures and penalties for violations. Twintel Solutions, Inc. investigates all complaints of harassment promptly and fairly, and, when appropriate, takes immediate corrective action to stop the harassment and prevent it from recurring. Remedies Violations of this policy, regardless of whether an actual law has been violated, will not be tolerated. Twintel Solutions, Inc. will promptly, thoroughly and fairly investigate every issue that is brought to its attention in this area and will take disciplinary action, when appropriate, up to and including termination of employment. Scope of Work: Managed IT Services Let Us Worry About Your Technology While You Focus on Your Organization's Mission Twintel Managed IT Services is an unlimited IT resource. Our team of technicians combines years of experience to bring you the most... Dedicated Friendly Knowledgeable Reliable Responsive IT Support for a Monthly Flat -Fee Strategic Planning and Implementation Maximize technology investments to help your organization through increased productivity and efficiency Proactive Support Detailed infrastructure performance reports, asset inventory reports, and end-user reports Cost Effective and Predictable Budgets Unlimited access to purchasing support, end user training, 3rd party vendor management, resource and up to date information about latest technology trends. Introducing Twintel Managed IT Services Twintel provides managed IT services to workforces with 10 to 1000 employees. With Twintel's simple approach and pricing it is now easier than ever to have the resources of a complete technology department. Twintel works with progressive companies and organizations that know the value of technology and want the most out of their IT investments. The Value of Twintel Managed services While you focus on your core goals, Twintel provides you an enterprise level IT Department for less than it would cost you to manage your IT in house. Our "Virtual" IT department gives you access to a comprehensive suite of tools and processes that normally have been available only at the largest of companies. Twintel will design and effectively manage your day-to-day IT needs while we provide strategic guidance to make sure you get the most from your IT investments. Full -Service IT Department Technology is a vital aspect of just about every business; it is critical to both the day-to-day operations and the strategic growth of your business. Having a complete IT department with a CTO, Network Manager, Help Desk, and Purchasing Manager is out of reach for most organizations. Twintel delivers these benefits and more for an affordable flat monthly fee. Twintel's Approach will immediately deliver increased performance, security, and reliability Technology can be thought of on a continuum beginning with the proper infrastructure and ongoing maintenance. Once the foundation of your technology is in place the focus shifts to increasing employee productivity and efficiency. Many businesses never reach the top of the pyramid, and never realize the dramatic effects that technology have on achieving business success. Twintel will work with you to review your business goals and ensure that right technology is in place to allow your business to succeed Scope of Work: Network Management Our Approach to Network Management Key Benefits of Twintel Twintel believes that to be successful in today's business environment, technology needs to work for you not against you. Network Management Technology is a vital part of business — it can advance a company and help a business reach or exceed its goals. Twintel's network Maximize and Improve network management solutions provides comprehensive support for your performance, efficiency and entire network. This is done while managing the advancement of effectiveness your technology as it relates to your business goals and objectives Decrease and eliminate episodes of Our Tools network downtime and data loss Twintel utilizes the most advanced remote network monitoring tools, asset management tools and help desk ticket system. Twintel Gain access to unlimited proactive proactively monitors and manages your network to protect and monitoring and management of your defend against hackers, viruses, and malware while ensuring uptime, network to improve stability productivity and efficiency. Protect against network security Today's Business Environment breaches CITY OF LA QUINTA's infrastructure is a crucial element to its success; requiring regular care to perform at an optimal level. As your IT Increase responsiveness for problem department, Twintel monitors the overall health of your network monitoring and reporting across your daily, ensuring your technology maintains its best condition possible. network to improve stability By proactively maintaining your system, Twintel's technology specialists can pinpoint issues before they surface, preventing your Real-time hardware and software company from expensive downtime and other complications. As your inventory. You will know exactly what organization grows Twintel Will help. equipment and software had been installed We Manage Your Network 3rd party vendor management • ISP Management VPN management • Router Management Multi -Office Connectivity • Anti -Virus Management Support • Firewall Management • VPN Management Scope of Work: Server Management A Watchful Eye for your Critical Assets Twintel Server Twintel understands how vital your server environment is to the life of your business; that's why we deploy the most technologically advanced Monitoring & tools to help us monitor the most critical aspects of your server Management Key environment and manage the performance of your servers on -demand and in real-time. Benefits • Unlimited Phone Support • Unlimited Remote -Control Support • Service Availability Monitoring • Remote After -Hours Emergency Support • Unlimited On -Site Support Maintenance • Microsoft Patch Management • Event Log Monitoring • Log File Maintenance • Drive Space Monitoring • Printer Setting Management Security • User Account Administrator • File Sharing Permission Administration • Security Administrator 0 Anti -Virus Management Twintel will guide you through best practices backup and disaster Proactive remote maintenance and recovery. In the unlikely event of any unforeseen disaster, your management of anti-virus, security business will be prepared to ensure business continuity and patches, and updates to protect and functionality while avoiding costly and unnecessary downtime. safeguard against downtime, security breaches and lost data With Twintel's central Dashboard in place we will become your network administrator, carrying out all the routine maintenance required to keep Increase confidence in your on -premise your employees working and your network secure. We will ensure that and cloud, network infrastructure new team members are up and running, and that your information is accessible ONLY to the correct individuals. Gain unlimited access to 24 x 7 server monitoring and management to ensure Support continual server uptime. • Unlimited Phone Support • Unlimited Remote -Control Support • Service Availability Monitoring • Remote After -Hours Emergency Support • Unlimited On -Site Support Maintenance • Microsoft Patch Management • Event Log Monitoring • Log File Maintenance • Drive Space Monitoring • Printer Setting Management Security • User Account Administrator • File Sharing Permission Administration • Security Administrator 0 Anti -Virus Management Scope of Work: End-User/Workstation Management Our Approach to End -User Workstation Management The growing complexity of today's business desktops combined with an increasingly mobile and distributed workforce and escalating end-user Key Benefits of Twintel expectations have made it extremely challenges for today's small End -User Workstation business to support their users. Simply put, today's work force demands the highest levels of service and support regardless of location or time of Management day. Gain unlimited access to friendly Maintain Control knowledgeable and dedicated Twintel can access the complete global desktop environment of its engineers who are available to assist customers through a single portal. Powered by Twintel desktop your team night and day at any management system, Twintel has complete visibility into hardware and location software assets, allowing for unmatched levels of desktop management and service to end users on a consistent basis. The Twintel Desktop Maximize end-user efficiency, Management System allows greater access to your computer inventory productivity and provides more control for easier purchasing, upgrades, maintenance and budgeting. This tool enables Twintel to ensure all your workstations Empower end-users and increase have the most recent critical software patches, proper software licenses, technology confidence are secured with updated Microsoft security patches, and updated anti- virus software. Decrease problem resolution time and overall technology frustrations Support Optimize desktop performance with • Unlimited Phone Support regular maintenance and monitoring • Unlimited Remote -Control Support • Service Availability Monitoring Ensure predictable and transparent IT . Remote After -Hours Support support costs as your organization . Hand-held device support grows and changes . Unlimited On -Site Support Enable Key IT Personnel to focus on strategic projects instead of computer Maintenance issues. • Online Asset Management • Online Case Management • Online License Management • Automated Desktop Optimization & Management • Automated Malware & Adware Removal • VPN Client Management Security • Anti -Virus Software Management • Software Patch Management • Anti -Virus License Management Scope of Work: Account Management • Quarterly technology Expert Advice is Right at Your Fingertips assessment and security review Clients enrolled in Fully Managed IT Services are assigned an Account Twi ntel s Account Manager whose priority is to keep their organization on the fast track to • Backup review success. Account Management services give Twintel clients access to Management Services highly experienced IT managers who are experts in applying business • Hardware Lifecyle review technology to achieve business goals. provide our clients critical employee.) Meeting with your Account Manager regularly helps with powerful, Your Account Manager has the ultimate responsibility for making sure your business is gaining as much value from this service by: effective, business technology planning • Acting as your trusted technology advisor on all technology issues and key decision making tools: • Helping to incorporate technology plans that support your overall business strategy Twintel's Account Managers are • Using tools and processes tried and trusted to guide your equipped with a set of tools that business technology decisions. have been thoroughly developed by • Ensuring the best technology investments for your business Twintel. These tools help businesses are made and are producing the highest ROI effectively plan, implement, and • Monitoring of overall IT managed services performance; manage their technology in the most ensuring the highest levels of service for our clients strategic and cost — effective . Discussion of the most advantageous technological routes manner. for your company's overall continuous advancement • Aiding with technical documentation to help your business Account Managers comply with industry regulations. Provide: • Quarterly technology Quarterly Account Management Review assessment and security review Your Twintel Account Manager is an asset to your company. Your • Business objective meeting Account Manager should be viewed as a strategic part of your executive • Backup review team; bringing years of industry knowledge to your critical business • Business continuity plan directions. You should plan on setting aside time with your Account • Hardware Lifecyle review Manager for discussion on a regular basis, (Just as you would any other • Operating policy and procedure critical employee.) Meeting with your Account Manager regularly helps development to ensure they are up to speed with your company's vision, helping to ensure maximum value is achieved for your organization. Scope of Work: Ongoing Support, Maintenance, and Development Cybersecurity Twintel incorporates a holistic technology solution beginning with endpoint protection including managed SOC (Security Operations Center) oversight, ransomware detection, and full disk encryption for each computer and approved servers. Then, Remote Monitoring and Management software would be configured to run on each computer and server to incorporate centralized allowlist/blocklist patch management, system health and compliance checks, and remote support accessibility. From there, Twintel will then implement and manage SIEM solution for log management and XDR network oversight. Once on -premises monitoring and management systems are in place, Twintel will implement Office 365 cloud backup and SOC monitoring for all Office 365 systems and applications. Technicians will then implement Vonahi vPentesting for internal and external vulnerability assessments and penetration testing on a monthly basis. The final security component will be ongoing education for staff which will be addressed through a bi-weekly training video and short questionnaire along with phishing test campaigns triggered intermittently on a bi-weekly basis. As specific concerns arise, Twintel technicians will provide direct continuing education through webinars and in-person trainings on an as needed basis. Network Reliability Twintel technicians will establish a current network topology map and configuration export for switches, firewalls, routers, wireless access points, and any other devices that may be necessary. Technicians will enable network node monitoring for all network devices in order to automate alerting and response templates for issues including device failure or disconnection. Network Operations Center will provide 24/7/365 oversight for monitoring alerts, backup oversight, and staff support requests related to workstations, applications, servers, VOIP systems, mobile communications. Device/Hardware Management All managed endpoints including servers, desktops, laptops, and mobile devices will be monitored and logged in a centralized inventory management system. Ongoing support requests will be associated with each device, and a change log for each device will be maintained. End-to-end procurement for new technology equipment including workstations, networking equipment, servers, replacement parts, or peripherals will be processed upon approval of individual quotations, and a formalized SLA for order placement, order tracking, shipment, receiving, installation, and returns will be provided. Quarterly technology review meetings will include a hardware lifecycle report along with assessment of service response time and organizational needs. Customer Service/Help Desk Support Network Operations Center support will be available 24/7/365 to assist staff with questions, concerns, or issues with technology systems. Staff can submit service requests by calling the support number, sending an email to the support email address, submitting a ticket via the ticketing portal, or utilizing the Twintel application on any Twintel managed computer. Ticketing portal access will be provided to management staff on an as needed basis where staff will, based on their access control level, be able to create new tickets, see open tickets, and access ticket archives. Organizational Governance Twintel technicians will work closely with staff to establish formalized onboarding and offboarding documentation for users and devices along with establishing standard operating procedures based on La Quinta rules and regulations. Technicians will provide secure web login access to the documentation platform used by the Twintel team for centralized visibility of all City of La Quinta technology documentation. Technicians will work with staff to generate and store policies, procedures, SOP documentation to accommodate the of City of La Quinta compliance requirements. Quarterly technology review meetings will be used to assess technical documentation, policies, procedures, and reporting based on current technology infrastructure and ticket history based on Issue and Sub -Issue type to better identify pain points in the organization. Management of Existing Enterprise Applications Quarterly technology review meetings will include advisory related to existing systems for improvements in modernization, efficiency, security, cost, and overall effectiveness. 3rd Party vendor management will be included, so Twintel technicians will be the point of contact for City of La Quinta staff the Twintel team will interface with all necessary technology related vendors. Technicians will ensure that the existing Microsoft Office 365 platform is properly configured, optimized, and functioning as expected. Additionally, technicians will provide furthering education for staff to ensure that they are using the latest features and products made available to the Microsoft 365 platform. Strategic Adoption of New Technologies Twintel technicians will work closely with management staff to provide advisory for emerging and best practices solutions. Analysis will be provided as it relates to enhancement of the technology environment and material improvements in organizational workflow. Detailed and Itemized Pricing: Managed IT Service Inclusions Workstations Networks Peripherals (Printer/MFP/Copier/Scanner) Support IT Support IT Support IT • Remote Support • Remote Support • Remote Support • Onsite Support • Onsite Support . Onsite Support • Phone Support • Phone Support • Phone Support • Hardware Support • Microsoft Office Products • Hardware Support • Adobe Products • Extend IT Applications Secure IT • Peripheral Device Support In -House IT (Printers, Scanners, etc.) • Hardware Support • ISP Management • Switch Management Dedicated Onsite Technician Secure IT • Router/Firewall Management VPN Management 0Level 2 Technician • Level 1 Technician • (Optional) Antivirus • (Optional) Advanced Threat Monitor IT Security • (Optional) Managed Detection • Router Intrusion Monitoring Secure IT and Response • Switch Monitoring g • (Optional) Ransomware • Bandwidth Monitoring Protection • Health and Security Monitoring • (Optional) Phishing and Security • Virus Definition Updates and Awareness Training Prevention Maintain IT • (Optional) Office 365 Managed • (Optional) Full Disk Encryption . Network Equipment Firmware SOC Updates • (Optional) Vulnerability and vPen Monitor IT Testing Track IT • Drive Space Monitoring Asset Management • Spam Filtering • Anti -Virus Monitoring Extend IT • Ransomware Monitoring • Memory/Process Monitoring Guide IT • Health and Security Monitoring Support IT Maintain IT • Quarterly Technology Assessment • Microsoft Patch Management • Hardware Lifecycle Review . Tylerincode • 3'd Party Patch Management • Business Continuity Planning Y g • LaseAxis fiche • Policy Development • Axis • Genetic Security Center Track IT • Autodesk AutoCAD • Asset Management • I.R.I.S OCR Unified Communication IT • Liberty Meeting Recording System • Past Perfect Museum • VOIP System Management • Perfect Disk Backup IT • PowerChime PrusaSlicer • RetinaEngrave3D • (Optional) Office 365 Cloud • Revo Backup -1 -Year Retention Cloud IT • ThermalTrap • Monitor, Management, and • Visioneer OCR Testing of existing Backup, • VSI VIC Continuity, and Disaster Recovery • Office 365 Tenant Management . GIS Information Systems system Detailed and Itemized Pricing: Summary of Flat — Fee Pricing Your Flat- Monthly fee is $40,284.60/month and will include: Managed IT Services —Total Care (BASE) [Page 16 • Total Care for 167 Workstations • Total Care for 81 Mobile Devices including cell phones and tablets • Total care for 1 Large Network • Total Care for 7 Medium -Sized Networks • Total Care for 6 HyperVisor Servers • Total Care for 16 Virtual Machine Servers • Office 365 Support • Phone System support • IT Reporting and IT Administration • Dedicated Level 2 Technician onsite 5 days per -week as needed • Dedicated Level 1 Technician onsite 5 days per -week as needed Optional Hardware and Software Solutions (Page 16) • Office 365 3rd party Cloud Backup • Office 365 Managed SOC (Security Operations Center) • Monthly Disaster Recovery Assessment and Test • Phishing and Security Awareness Training for all staff • Anti -Virus, Managed SOC, Ransomware Detection and Response software licensing and Asset Management • Internal and External Vulnerability Scanning • Internal and External vPen Testing • SIEM Data collection and Network XDR Pricing for adding units bevond allotted counts saecified • $84.95/month per additional Workstation (desktop or laptop) • $4.95/month per additional Mobile Device • $299.95/month per additional Server (physical or virtual) • $499.95/month per additional location and/or medium-sized network (1 Firewall/Router + 6-10 Network Devices) Detailed and Itemized Pricing: Service Exclusions Important: Twintel will always gain approval for any charges outside of the flat -fee agreement prior to commencing with the effort. No surprise billing. Ever. Further, Twintel encourages the Flat -Fee Model; so, hardware or software that requires regular support should be added to flat fee billing model where feasible. If new software or hardware will be introduced and require regular support; please inquire with us. The following items may be quoted separately at a discounted rate of $150/hour • Equipment, Materials, or 3rd party (non-Twintel) recurring subscriptions of any kind • Labor or materials used for disaster recovery including server restoration or rebuild • Labor or materials used for non -managed workstations, non -managed servers, non -managed networks • Labor or materials used for software not included within managed IT agreement • Labor or materials used for structured cabling of any kind • Labor or materials used for construction related work such as mounting or furniture assembling • Labor or materials used for installation of new servers or virtual servers machine • Labor or materials used for installation of new software on server or virtual server machine • Labor or materials used for relocation of equipment within same building or new office building • Labor or materials used for installing additional client workstations • Labor or materials used for non -managed phone systems • Labor or materials used for publication design, website design, or software programing of any kind • Labor or materials used for new projects • Labor or materials used while providing support for a client's personal or home (non -work place), device, software, server, network, of a client. • Labor or materials used for mobile phone support that is not related to Office365, Google Business, Exchange Server, POP, or IMAP. • Labor or materials used for training end-users on the use of software. • Labor or materials used for non -managed DVR/CCTV systems • Labor or materials used for equipment recycling Appendix A: Customer References Client Name: OC Workforce Solutions Location: 675 Placentia Ave., Brea, CA 92821 Contact: Brandon Kasper, Site / Operations Director — Email at brandon.kasper@ocworkforcesolutions.com or call at (323) 695-5062 Description of Services Provided: IT I Voice I Telecommunications I Security Western Riverside Council of Governments Location: 3390 University Ave Suite #450, Riverside, CA 92501 Contact: Janis Leonard, Administrative Services Manager — Email at jleonard@wrcog.us or Call at (951) 405-6702 Description of Services Provided: IT I Voice I Telecommunications I Security I Structured Cabling Client Name: Meals on Wheels OC Location: 1200 N Knollwood Cir, Anaheim, CA 92801 Contact: Holly Hagler, President and CEO — Email at hhagler@mowoc.org or Call at (714) 229-3355 Description of Services Provided: IT I Voice I I Telecommunications I Security Client Name: American Family Housing Location: 11642 Firestone Blvd., Norwalk, CA 90650 Contact: Monique Fernandez, Office Manager— Email at mfernandez@afhusa.org or Call at 714.897.3221 Ext. 100 Description of Services Provided: IT I Voice I I Telecommunications I Security We can provide additional references upon reauest. Case Study Example — Enhancing Connectivity and Cost Efficiency for a Nationwide Staffing Agency Background A prominent staffing agency was facing challenges with their existing internet services and networking connectivity, provided by a single vendor across their offices nationwide. The service was not only costly but also lacked adequate support, leading to significant time consumption and an overall unsatisfactory experience. Solution Twintel intervened to address these issues by implementing a comprehensive solution. They introduced direct internet connections at each branch office, established a separate core network infrastructure, and integrated a Zero Trust VPN solution alongside the existing branch and core network environment. This parallel implementation strategy ensured continuity of operations while upgrading the agency's connectivity infrastructure. Implementation Process Twintel seamlessly transitioned over 200 employees across 12 sites throughout the United States to the new infrastructure without disrupting staff productivity. This involved meticulous planning and execution to minimize downtime and ensure a smooth transition. Results The implementation of Twintel's solution resulted in significant benefits for the staffing agency: Cost Savings: The agency experienced substantial cost savings of between 25% and 50% per internet connection compared to their previous provider, contributing to improved financial efficiency. Enhanced Support Experience: Twintel's proactive support approach provided the agency with industry-leading support, resolving issues efficiently and minimizing downtime. Improved Connectivity: Direct internet connections and the Zero Trust VPN solution enhanced network connectivity, ensuring seamless communication and collaboration between offices nationwide. Cnnclusinn By partnering with Twintel, the staffing agency successfully transformed its networking infrastructure, overcoming cost challenges and improving the overall support experience. The seamless transition and enhanced connectivity have positioned the agency for future growth and operational excellence. Appendix B: Notable Project Team Staffing Chief Information Officer, William Scogin Chief Technology Officer, Jeremy Scogin Appropriately named, Twintel was founded by identical twin - brothers', William Scogin and Jeremy Scogin in April of 2008. 15 years later,; the company thrives as a top-rated and leading provider of Managed IT Services. As life-long entrepreneurs, the brothers, started their very first company at the age of 12, where they provided land scaping services inside of their local community. Before they launched Twintel, William and Jeremy, served as IT Managers for nearly a decade for one for one of the larger nonprofit youth services organizations in the country. As with the case for many nonprofit companies, IT funding was limited. It was here that the brothers established themselves as experts in IT resourcefulness, project implementation, and information systems management. Today, Twintel serves businesses and organizations which span the country and boast IT networks of hundreds of workstations and servers. Along with Microsoft certifications, William and Jeremy have over 40 years of combined practical IT experience and earned their information system management degrees at Cal State University Long Beach, with emphasis in Network/Telecommunications and Ecommerce/Project Management. William and Jeremy are former champion wrestlers, avid sports fans and haven't missed their regularly scheduled Saturday morning breakfast with one another in over 8 years. Mark Johnson Director of Managed Services 11 years of IT Consulting Experience Microsoft Certified Professional Microsoft Certified Product Specialist Microsoft Certified Technology Specialist Microsoft Certified Solutions Associate Office 365 MCSA Certified Microsoft Azure Administrator Mark is married to his wife Veronika and has an eight-year-old son named Ryker, a five-year-old daughter named Avia, and a two-year-old son named Jasper. Aside from spending time with his family, Mark enjoys photography when he can, playing the piano, and refining his sourdough recipes on the weekends. Matt Matsunari Matt is a big-time sports fan and enjoys participating in pickup basketball Senior Technology Specialist games in his spare time. He is a highly skilled gamer and cherishes his time with family the most. 10 years of IT Support Experience Degree in Network Cyber Security Microsoft Certified Professional Valedictorian of ITT Technical Institute Rick Martinez Rick is passionate about sports. He enjoys spending his free time participating in soccer and basketball recreation leagues and traveling to Technology Specialist follow his favorite sports teams. Rick loves spending time with his family 3 years of IT Support Experience and his two dogs, a corgi named Stuart and an Australian shepherd named CompTIA A+ Certified Clifford. Sonya Sandoval Sonya is an animal lover and has volunteered for a Pet Rescue organization for 15 years. She loves spending time with family, going to concerts and IT Operations Support living near the beach. 20 years' Experience in Business and Information Systems Management QuickBooks and PS Automation Certified Appendix C: Company Overview Industry Recognition _2073— OFFICIAL MEMSER Forbes Technology Council Great Place To Work. Certified SEP 2023 -SEP 2024 u5A Historically, non-profit organizations and small to medium-sized businesses have had very few options when it comes to truly premium enterprise -grade IT support services. Their options were to hire an expensive fleet of in-house IT professionals or work with consultants who can charge upwards of $250 per hour, and, as a result, technology support usually defaults to one of two things: either the support of a tech -savvy friend or a product -focused equipment manufacturer who may offer temporary solutions. Neither of these options provides the time, expertise and assistance needed to enhance total system productivity. How then, can businesses and non-profit organizations compete in a fast -paced environment? How can businesses and organizations be assured that they are optimizing system performance and maximizing their technology investment? The Solution Twintel Solutions, Inc. delivers the same level of complete technical support found at large companies, but at an affordable, flat monthly fee. The firm provides the highest quality service at an affordable price by using a combination of local onsite experts, network management tools and services performed over your available Internet connection. Twintel's Advent At -a -Glance Company Name: Twintel Solutions, Inc S -Corporation Start: September 2008 (15 years) Mission Statement To provide a world-class customer experience to businesses of all sizes, empowering their success through tailored technology solutions and dedicated support. Location 12365 Hoover Street Garden Grove, CA 92841 (800) 894 —6411 Primary Key Contact and Authorized to Bind Contracts William Scogin Founder/ Chief Information Officer wscoeinPtwintelsolutions.com (714) 705 - 4641 Twintel was established so that small / medium sized business and nonprofit organizations benefits from the equal level of technology expertise as Enterprise level companies. Hiring and growing an internal IT department is very expensive, especially when you begin to account for salaries, benefits, employment taxes, training and other development requirements. "We decided to create a company that could offer all the advantages of a complete IT Department; and is both sustainable and affordable. Twintel has experienced over 100% growth for each of its last 3 years and boasts a complete IT department with over 30 team members." Appendix D: Security Posture Industry Excellence in Security Twintel is committed to maintaining a robust and proactive security posture, ensuring the confidentiality, integrity, and availability of our clients' data and systems. Because of this commitment, we pursue 3rd party attestation of our security posture. Our latest SOC 2 report is available as of December 301h 2023. If desired, an attestation report from our auditors showcasing our current status and dedication to meeting SOC 2 standards is available upon request. Achieving SOC 2 compliance is a distinctive accomplishment, with less than 5% of Managed IT Services Providers worldwide attaining this rigorous standard. Our security framework extends beyond regulatory compliance, encompassing a comprehensive approach to risk management, data protection, and incident response. Twintel employs industry-leading security measures, including robust access controls, encryption protocols, and continuous monitoring to fortify our clients' IT environments. Our commitment to security is embedded in our company culture, ensuring that our team is well-trained and vigilant in identifying and mitigating potential threats. Twintel remains steadfast in our dedication to providing a secure and resilient foundation for our clients' IT infrastructure, fostering a trustful and resilient partnership. Additional information about Twintel's security compliance can be found here: https://www.twintel.net/soc-2- compliance/ AICPA SOC 2 Thank you for your time and consideration. We have added this notes page for your convenience.