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Alcott Enterprises
Marlcftplaw-dty Company: Alcott Enterprises Email: jcalcott@alcottenterprises.com Contact: Jordan Alcott Address: 21143 Hawthorne Blvd Suite 194 Torrance, CA 90503 Phone: (310) 362-7407 Website: httiDs://www.alcottenterDrises.com Submission Date: Mar 1, 2024 4:54 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 Alcott Enterprises Response CONTACT INFORMATION RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services ADDENDA CONFIRMATION Addendum #1 Confirmed Feb 26, 2024 3:06 PM by Jordon Alcott 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 Alcott_Response_City_of_La_Quinta_Solution_3.1.24.pdfAlcott_Response_City_of_La_Quinta_Solution_3.1.24. 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 We swiftly detect, analyze, and mitigate cyber threats, ensuring rapid containment and restoration of operations. With state-of-the- art monitoring and clear communication, we minimize impact and safeguard critical systems, providing a comprehensive and effective response. HAVE ANY OF YOUR CLIENTS EXPERIENCED A RANSOMWARE ATTACK IN THE LAST 12 MONTHS? IF SO, HOW DID YOUR COMPANY RESPOND?* Maximum response length: 300 characters No, our clients have not experienced a ransomware attack. Our security teams stop over 15K attacks and attacks, including ransomware, daily. 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 Cisco Certified Managed Security Service Provider, Certified Information Systems Security Professional (CISSP), CompTIA Security+, CREST, OSCP, SANS with more completed in late 2024. 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 Our SOC includes SIEM for real-time monitoring and accessing security data and logs. These activities are analyzed and addressed in real-time, powered by global threat networks, machine learning, and Al. Our continuous penetration testing ensures ongoing verification of perimeter defenses. DO YOU MAINTAIN 24/7/365 HEALTH MONITORING AND AVAILABILITY OF THE DELIVERY PLATFORM?* Maximum response length: 300 characters Yes, our SOC and NOC teams monitor the health of the network and its systems 24/7/365. DO YOU PROVIDE ANNUAL SECURITY ARCHITECTURE REVIEW AND VULNERABILITY ASSESSMENTS?* Maximum response length: 300 characters We conduct annual security architecture reviews and vulnerability assessments, complemented by monthly penetration testing. This comprehensive approach ensures an ongoing evaluation of security measures, identification of vulnerabilities, and proactive mitigation strategies. 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 Our NOC actively monitors your ISP connection 24/7. Our NOC team then works with the ISP to rapidly address issues and deploy onsite resources as needed. If all backup ISP/cellular measures fail, our mass texting and email systems will notify impacted end users and provide regular updates. 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 team works with and manages several VOIP platforms, including MITEL systems. We have extensive contacts within the MITEL organization if vendor escalation is needed. 4. Device/Hardware Management CAN YOU PROVIDE ALL MAINTENANCE, MONITORING, AND SUPPORT FOR HARDWARE (SERVER, DESKTOP, LAPTOP, MOBILE), AND INVENTORY CONTROL AND MANAGEMENT (HARDWARE AND SOFTWARE)?* Yes IF NO, PLEASE ELABORATE. Maximum response length: 300 characters N/A 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 N/A WHAT IS YOUR PROCESS FOR KEEPING TRACK OF ALL LA QUINTA IT INVENTORY? Maximum response length: 300 characters Our teams will implement our automated asset discovery, manage the centralized inventory database, perform regular audits, lifecycle management, asset tagging, documentation, integration with procurement, and ensure security measures for effective IT inventory management at La Quinta. 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 99% of our staff is located within two hours. We provide two dedicated resources onsite daily for the City while the rest of the team supports them and the remote load. We can rapidly deploy additional resources as needed. Our physical mailing address is in Torrance, CA. PLEASE DESCRIBE THE LOCATION OF YOUR OFFICE HEADQUARTERS. Maximum response length: 300 characters RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 6 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services We are unique; all our staff are employees who work from home but live in and work in our clients' towns or counties. They travel to you as needed. We create a more personalized client approach. In turn, this allows us not to have office expenses and instead pass those savings on to you. 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 99% of our staff is located within two hours. We provide two dedicated resources onsite daily for the City while the rest of the team supports them and the remote load. We can rapidly deploy additional resources as needed. Our physical mailing address is in Torrance, CA. 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 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, that's not an issue. We can provide two qualified, dedicated onsite resources that will be onsite daily. 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 Our guaranteed response time is 15 minutes during business hours and after hours. PLEASE UPLOAD RESPONSE TIME AND SUPPORT SLAS. AE_Standard_SLA_2024.pdf WHAT IS THE AVAILABILITY OF KEY STAFF DURING NORMAL BUSINESS HOURS? Maximum response length: 300 characters Our critical operational staff is typically available from 9 am to 5 pm Monday through Friday. Our Strategic Advisors require a scheduled time with prior notice. They can usually meet during regular business hours that same week. ARE THERE ANY PENALTIES FOR YOUR COMPANY IF GUARANTEED RESPONSE TIMES AREN'T MET?* Maximum response length: 300 characters If a violation occurs, we can provide account credits based on the filled -out calculation form. In our nine years, we have not missed our SLA. DESCRIBE YOUR WORK ORDER/TICKET SYSTEM. Maximum response length: 300 characters RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 8 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services Microsoft Dynamics Customer Service streamlines support with case management, auto case creation, robust integrations, knowledge base, and omnichannel engagement for faster issue resolution. Analytics and Al insights enhance businesses' satisfaction, loyalty, and support efficiency. WHAT ARE THE STEPS USED TO ESCALATE CHRONIC OR CHALLENGING PROBLEMS?* Maximum response length: 300 characters Escalations happen by 1) the customer's request, 2) automatic escalation based on severity or impact, and 3) evaluation of the challenge by our support team, who then manually escalate it to the next tier. Depending on the issue, most escalations happen in real-time and are immediately addressed. 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 RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 9 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services Our process involves identifying, prioritizing, testing, scheduling deployment, and monitoring software patches. Application patches are typically performed after hours or during low traffic times, if needed, we will require prior input from the City's stakeholders to approve the timing. PLEASE DESCRIBE YOUR EXPERIENCE ADMINISTERING MICROSOFT 365 FOR CLIENTS. PLEASE DESCRIBE ANY MICROSOFT 365 CERTIFICATIONS YOU HOLD. * Maximum response length: 300 characters All our clients are on M365, we have extensive knowledge, certified skills, and a long-standing relationship with Microsoft. We hold numerous M365/Microsoft certs, including Certified Partner (Silver level), Fundamentals, Assocates, Administrator Experts, and other Microsoft specializations. 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 We have extensive knowledge of all the networking equipment and vendors, including servers and VOIP. We have strategic partnerships with many of these vendors. We have many strategic alliances with your standard application vendors, so these will not be an issue. Specialized software - we have experience administering most; some are the older/newer versions. We are not an ERP company. Tyler Incode ERP is a solution we can administer, but we would heavily lean on a partner to assist. 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 RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 10 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services City stakeholder involvement is critical to the process of aligning technology to the business requirements. We evaluate based on compatibility, security, scalability, usability, cost-effectiveness, vendor reputation, support availability, and alignment with the client's business needs and goals. 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 worked collaboratively with key stakeholders of a 35 -employee agricultural company to develop a technological strategy and roadmap to align technology to their business. Their sites were operating inefficiently with outdated or consumer -grade equipment. An executed rollout allowed adoption and confidence as we helped them open and manage a 5.5M sq ft greenhouse on a 165 -acre property. This client exploded into over 500+ employees, 20+ locations, and a successful IPO in three years. 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 Private sector (90%), Federal agencies, and city affiliates (10%) PLEASE PROVIDE REFERENCES FOR THE CITY OF LA QUINTA* Please download the below document, complete, and upload. • MarketDlace.city Reference Alcott_References.pdf RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 11 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services 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 Alcott_Pricing= _Basic_Pricing_Template_(3).pdf PLEASE DESCRIBE THE KEY INFORMATION YOU WILL NEED FROM THE CITY OF LA QUINTA IN ORDER TO PROVIDE THEM WITH A MORE ACCURATE PRICING ESTIMATE.* Maximum response length: 300 characters Before the contract, we may need to understand the model numbers of the existing networking equipment. Once under a service contract or NDA, we need to understand what additional software, hardware, and telecommunications contracts exist and the expectations for renegotiations, if any. PLEASE UPLOAD ANY STANDARD PRICING DOCUMENTS YOU WISH TO SHARE. AE_Managed_IT_Service_Packages_2024_(Public).pdf 11. Implementation PLEASE DESCRIBE YOUR IMPLEMENTATION METHODOLOGY, INCLUDING AVERAGE IMPLEMENTATION TIME.* Maximum response length: 500 characters There are three phases: assessment, onboarding, and going live. An assessment phase is to clearly understand the City's needs, infrastructure, and goals. Onboarding involves extensive knowledge transfer sessions with your current provider, implementing our tools, and testing for functionality and security. We work with City stakeholders to review all IT business and other lifecycle processes. Then, support goes live. The time varies based on factors, but a rough estimate is 30 to 60 days. RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 12 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services 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 The City must communicate with the current provider to start the transition and provide full system access, admin passwords, and any historical and current system documentation. We would work with the City's point of contact to gather the needed documents for onboarding and transition. 12. Other PLEASE SIGN THE FOUR SUPPLEMENTAL DOCUMENTS ATTACHED. * 1. Acknowledgement of Insurance Requirements (Attachment 2) Proposals must include a written statement that, if selected, the proposer will provide the minimum insurance coverage and indemnification noted in Exhibits E and F, respectively, of the City's Agreement for Contract Services included as Attachment 1. 2. Non -Collusion Affidavit (Attachment 3) Proposals must include an executed Non -Collusion Affidavit, included as Attachment 3, executed by an official authorized to bind the firm. 3. Acknowledgement of Addenda (Attachment 4) If any addendum/addenda are issued, the proposer shall initial the Acknowledgement of Addenda, included as Attachment 4 ATTACHMENTS 1. Agreement for Contract Services 2. Insurance Requirements Acknowledgement Must be executed by proposer and submitted with the proposal 3. Non -Collusion Affidavit Must be executed by proposer and submitted with the proposal RESPONSE DOCUMENT REPORT Standard - Managed IT Services Page 13 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services 4. Addenda Acknowledgement Must be executed by proposer and submitted with the proposal • Supplemental Attachments .docx Alcott_Signed_Attachments.pdf PLEASE INDICATE ANY BUSINESS DESIGNATIONS YOU HAVE: Select all that apply. Local to California 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. Alcott_Response_City_of_La_Quinta_-_CM2024-001= _3.1.24.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 WHO WE ARE About Established in 2014, Alcott Enterprises is an award-winning national information technology Us consulting and cyber security company delivering agile IT strategies and next -generation IT managed services. Based in Los Angeles, CA, Alcott Enterprises offers over 50+ years of combined industry experience, with senior leadership comprised of Fortune 500 senior IT executives. Our experts have been leading digital transformations, providing consulting services, and managing the technical infrastructure for companies of all sizes across various industries. Alcott Enterprises holds several key certifications, including vendor certifications as a Cisco -certified Managed Security Service Provider and highlighted Microsoft partner. Additionally, team members hold government clearances in addition to industry -specific certifications. Alcott Enterprise has also received industry recognition accolades. For 2024, Alcott Enterprises was recognized by The Channel Company as one of North America's top 500 Managed Service Providers; more specifically, we are listed in the top 250 in the Pioneer category. Microsoft recognized Alcott Enterprises as a partner in deploying Windows Autopilot, a part of the Microsoft 365 Modern Workplace initiative. Our work has been recognized by Gartner, a leading global industry research firm, as an emerging leader in the managed services category. Alcott has received additional recognition from the Los Angeles Business Journal and the Manhattan Beach Business Journal for our work with the Manhattan Beach Chamber of Commerce and the City. Our recent acquisition of Shadow Systems expands our team certification, experience, and knowledge base across several public sector agencies in various capacities, including working with the Housing of Urban Development and the Internal Revenue Service for 22 years. Our team holds several government clearances in addition to industry certifications. C"RN ME Microsoft Ga rtner IAS ANGELES M a �c pp r> BUSINESS JO[TRNAL DUSINGti70 10URN Accolades are found in the attachments on page 17 Key Info Point of Contact: Jordan Alcott Founder & CEO icalcott(a aIcottenterip rises. com Phone: 310.362.7407 Number of years in business: 9 years Taxpayer identification number: 47-2351160 Number of years performing Managed IT Services: 9 years Othe key personnel: https://www.alcottenterprises.com/ourleadership Firm ownership and if incorporated: California limited liability company. Alcott Enterprises is not a subsidiary of any entity. ALCOTT ENTERPRISES rli VALUE -BASED IT SOLUTIONS 1310-362-7400 1 alcottenterprises.com 4.1 Solution Solution I Alcott Enterprises' approach to managing the City of La Quinta's IT infrastructure is non-traditional. We offer a cost-saving "all-inclusive" comprehensive plan, blending required solutions with onsite I and remotely 24/7/365 certified expert support. We guarantee response times within 15 minutes and will provide dedicated onsite daily resources. We guarantee time onsite for any additional escalation resources within two hours. Our real -people help desk support is 100% US -based, certified, and government -cleared. Our comprehensive, multi -layered cybersecurity approach to safeguard La Quinta's digital assets and sensitive information encompasses defensive, offensive, and proactive measures managed and monitored by our Security Operations Center, 24/7/365. Our certified SOC team leverages industry-leading security solutions powered by Machine Learning and Artificial Intelligence from Cisco, Sentinel One, Microsoft, and Splunk. These included solutions augment any existing network firewalls or measures in place today. Our offensive cyber solutions provide monthly ongoing penetration and vulnerability testing of La Quinta's networks, servers, websites, and computers. This "red teaming" capability continuously probes and pokes at the networks, servers, email systems, and other systems La Quinta uses to hunt and remediate vulnerabilities before malicious actors expose them. In addition to technical safeguards, we assist in establishing and enforcing policies and procedures for data access, encryption, and security incidents. We provide cyber awareness training with simulated phishing exercises to educate employees and heighten their awareness of cybersecurity risks. Ensuring the reliability and resilience of La Quinta's network infrastructure is paramount to sustaining seamless operations across all facilities. We guarantee network and service uptimes 99% of the time. Our 24/7/365 Network Operation Center (NOC) and infrastructure support services encompass end-to-end solutions, from installation and configuration to ongoing administration and maintenance of critical network components, including switches, firewalls, routers, VOIP systems, security cameras, and wireless access points. Through continuous monitoring and proactive maintenance practices, we ensure consistent internet connectivity and optimal network performance, bolstered by robust nightly backups for critical servers and systems that minimize disruptions and maximize uptime for La Quinta's operations. Our support includes comprehensive device and hardware management encompassing the complete lifecycle management of all IT assets, including servers, desktops, laptops, mobile devices, printers, VOIP phones, and any associated peripherals. From initial procurement and configuration to ongoing maintenance and eventual decommissioning, we ensure optimal performance and reliability of La Quinta's hardware infrastructure. Leveraging our extensive industry partnerships and expertise, we streamline the selection, ordering, and deployment of commercial/enterprise-rated equipment, tracking orders, and managing inventory to ensure timely delivery and seamless integration into existing environments. Our proactive end -of -life planning processes also ensure smooth transitions and mitigate security risks associated with outdated hardware. ALCOTT ENTERPRISES rli VALUE -BASED IT SOLUTIONS 1310-362-7400 1 alcottenterprises.com 4 Our real -people US -based certified help desk provides La Quinta assistance and resolution for IT - throughout the resolution process. related issues or concerns. With dedicated daily onsite staff and our 24/7/365 help desk operation, we offer on -demand support, ensuring prompt responses and IT resolution. We utilize a robust work order/ticketing system to streamline reporting tracking issues, enabling efficient communication and resolution. Authorized City staff may have full access, allowing them to log and monitor the progress of all requests. Our team maintains accountability and transparency Our organizational governance and procurement services align with La Quinta's business requirements for technology solutions. Through collaboration and quarterly reviews, we can work together to ensure best practices, compliance, security, and adherence to industry standards that meet La Quinta's specific requirements. We assist onsite with user onboard ing/offboarding processes, managing Active Directory, and maintaining systems, network, and application documentation. Our procurement and project management services regularly report purchases, assets, current activities, issues, and project statuses, enabling informed decision-making and strategic planning. Our expertise in managing existing enterprise applications allows us to recommend improvements, provide maintenance, and troubleshoot issues to optimize performance and usability. We offer comprehensive support for all Microsoft 365 software and other Windows and Mac -based software. With our cloud application monitoring tools, we can monitor the health of La Quinta's technology infrastructure to ensure seamless integration and interoperability of existing systems, maximizing efficiency and minimizing disruptions. We apply a strategic, agile approach to adopting new technologies that involve collaboration, meticulous planning, technical evaluations, and deployment strategies tailored to La Quinta's business objectives and requirements. Our strategic advisors and leadership teams collaborate closely with stakeholders to identify emerging technologies that align with the organization's goals and drive digital transformation initiatives through strategic planning and roadmaps. We offer a cost-saving, all-inclusive, comprehensive MSP solution that exceeds the requirements of the City of La Quinta. Our expertise spans critical areas, including cybersecurity, pen -testing, network reliability, device management, 24/7/365 customer service, organizational governance, application management, and strategic technology adoption. With our commitment to proactive monitoring, round-the-clock support, and adherence to industry best practices, La Quinta gains access to a trusted IT partner capable of delivering innovative solutions, maximizing operational efficiency, and driving sustainable growth for the community. ALCOTT ENTERPRISES �G .. _•:S 3Y VALUE -BASED IT SOLUTIONS 1310-362-7400 1 alcottenterprises.com WHO WE ARE About Established in 2014, Alcott Enterprises is an award-winning national information technology Us consulting and cyber security company delivering agile IT strategies and next -generation IT managed services. Based in Los Angeles, CA, Alcott Enterprises offers over 50+ years of combined industry experience, with senior leadership comprised of Fortune 500 senior IT executives. Our experts have been leading digital transformations, providing consulting services, and managing the technical infrastructure for companies of all sizes across various industries. Alcott Enterprises holds several key certifications, including vendor certifications as a Cisco -certified Managed Security Service Provider and highlighted Microsoft partner. Additionally, team members hold government clearances in addition to industry -specific certifications. Alcott Enterprise has also received industry recognition accolades. For 2024, Alcott Enterprises was recognized by The Channel Company as one of North America's top 500 Managed Service Providers; more specifically, we are listed in the top 250 in the Pioneer category. Microsoft recognized Alcott Enterprises as a partner in deploying Windows Autopilot, a part of the Microsoft 365 Modern Workplace initiative. Our work has been recognized by Gartner, a leading global industry research firm, as an emerging leader in the managed services category. Alcott has received additional recognition from the Los Angeles Business Journal and the Manhattan Beach Business Journal for our work with the Manhattan Beach Chamber of Commerce and the City. Our recent acquisition of Shadow Systems expands our team certification, experience, and knowledge base across several public sector agencies in various capacities, including working with the Housing of Urban Development and the Internal Revenue Service for 22 years. Our team holds several government clearances in addition to industry certifications. C"RN ME Microsoft Ga rtner IAS ANGELES M a �c pp r> BUSINESS JO[TRNAL DUSINGti70 10URN Accolades are found in the attachments on page 17 Key Info Point of Contact: Jordan Alcott Founder & CEO icalcott(a aIcottenterip rises. com Phone: 310.362.7407 Number of years in business: 9 years Taxpayer identification number: 47-2351160 Number of years performing Managed IT Services: 9 years Othe key personnel: https://www.alcottenterprises.com/ourleadership Firm ownership and if incorporated: California limited liability company. Alcott Enterprises is not a subsidiary of any entity. ALCOTT ENTERPRISES rli VALUE -BASED IT SOLUTIONS 1310-362-7400 1 alcottenterprises.com 4.1 Solution Solution I Alcott Enterprises' approach to managing the City of La Quinta's IT infrastructure is non-traditional. We offer a cost-saving "all-inclusive" comprehensive plan, blending required solutions with onsite I and remotely 24/7/365 certified expert support. We guarantee response times within 15 minutes and will provide dedicated onsite daily resources. We guarantee time onsite for any additional escalation resources within two hours. Our real -people help desk support is 100% US -based, certified, and government -cleared. Our comprehensive, multi -layered cybersecurity approach to safeguard La Quinta's digital assets and sensitive information encompasses defensive, offensive, and proactive measures managed and monitored by our Security Operations Center, 24/7/365. Our certified SOC team leverages industry-leading security solutions powered by Machine Learning and Artificial Intelligence from Cisco, Sentinel One, Microsoft, and Splunk. These included solutions augment any existing network firewalls or measures in place today. Our offensive cyber solutions provide monthly ongoing penetration and vulnerability testing of La Quinta's networks, servers, websites, and computers. This "red teaming" capability continuously probes and pokes at the networks, servers, email systems, and other systems La Quinta uses to hunt and remediate vulnerabilities before malicious actors expose them. In addition to technical safeguards, we assist in establishing and enforcing policies and procedures for data access, encryption, and security incidents. We provide cyber awareness training with simulated phishing exercises to educate employees and heighten their awareness of cybersecurity risks. Ensuring the reliability and resilience of La Quinta's network infrastructure is paramount to sustaining seamless operations across all facilities. We guarantee network and service uptimes 99% of the time. Our 24/7/365 Network Operation Center (NOC) and infrastructure support services encompass end-to-end solutions, from installation and configuration to ongoing administration and maintenance of critical network components, including switches, firewalls, routers, VOIP systems, security cameras, and wireless access points. Through continuous monitoring and proactive maintenance practices, we ensure consistent internet connectivity and optimal network performance, bolstered by robust nightly backups for critical servers and systems that minimize disruptions and maximize uptime for La Quinta's operations. Our support includes comprehensive device and hardware management encompassing the complete lifecycle management of all IT assets, including servers, desktops, laptops, mobile devices, printers, VOIP phones, and any associated peripherals. From initial procurement and configuration to ongoing maintenance and eventual decommissioning, we ensure optimal performance and reliability of La Quinta's hardware infrastructure. Leveraging our extensive industry partnerships and expertise, we streamline the selection, ordering, and deployment of commercial/enterprise-rated equipment, tracking orders, and managing inventory to ensure timely delivery and seamless integration into existing environments. Our proactive end -of -life planning processes also ensure smooth transitions and mitigate security risks associated with outdated hardware. ALCOTT ENTERPRISES rli VALUE -BASED IT SOLUTIONS 1310-362-7400 1 alcottenterprises.com 4 Our real -people US -based certified help desk provides La Quinta assistance and resolution for IT - throughout the resolution process. related issues or concerns. With dedicated daily onsite staff and our 24/7/365 help desk operation, we offer on -demand support, ensuring prompt responses and IT resolution. We utilize a robust work order/ticketing system to streamline reporting tracking issues, enabling efficient communication and resolution. Authorized City staff may have full access, allowing them to log and monitor the progress of all requests. Our team maintains accountability and transparency Our organizational governance and procurement services align with La Quinta's business requirements for technology solutions. Through collaboration and quarterly reviews, we can work together to ensure best practices, compliance, security, and adherence to industry standards that meet La Quinta's specific requirements. We assist onsite with user onboard ing/offboarding processes, managing Active Directory, and maintaining systems, network, and application documentation. Our procurement and project management services regularly report purchases, assets, current activities, issues, and project statuses, enabling informed decision-making and strategic planning. Our expertise in managing existing enterprise applications allows us to recommend improvements, provide maintenance, and troubleshoot issues to optimize performance and usability. We offer comprehensive support for all Microsoft 365 software and other Windows and Mac -based software. With our cloud application monitoring tools, we can monitor the health of La Quinta's technology infrastructure to ensure seamless integration and interoperability of existing systems, maximizing efficiency and minimizing disruptions. We apply a strategic, agile approach to adopting new technologies that involve collaboration, meticulous planning, technical evaluations, and deployment strategies tailored to La Quinta's business objectives and requirements. Our strategic advisors and leadership teams collaborate closely with stakeholders to identify emerging technologies that align with the organization's goals and drive digital transformation initiatives through strategic planning and roadmaps. We offer a cost-saving, all-inclusive, comprehensive MSP solution that exceeds the requirements of the City of La Quinta. Our expertise spans critical areas, including cybersecurity, pen -testing, network reliability, device management, 24/7/365 customer service, organizational governance, application management, and strategic technology adoption. With our commitment to proactive monitoring, round-the-clock support, and adherence to industry best practices, La Quinta gains access to a trusted IT partner capable of delivering innovative solutions, maximizing operational efficiency, and driving sustainable growth for the community. ALCOTT ENTERPRISES �G .. _•:S 3Y VALUE -BASED IT SOLUTIONS 1310-362-7400 1 alcottenterprises.com AALCOTT ;QpENTERPRISES INF(iI:v1C,:l[�h; IECHN'J.vi r Attachment B: Service Levels Statement of Work Commencing on the Go Live date, AE will begin to monitor and measure the Services specified in this Attachment B, Services Levels in accordance with the level of AE service plan chosen by the Client. Upon request by Client, AE will provide reports comparing the actual Service Levels achieved to the target Service Levels in this Attachment B beginning in the six months of Go Live operations. Standard support hours of operation are 9:00 am to 5:00 pm PST, Monday —Friday, excluding Federal and State observed holidays. Any support given outside of the standard hours is considered After Hours Support. After Hours Support may be included in the service package purchased by Client, otherwise After -Hours Support is billed in accordance with the terms in Attachment C — Charges and is considered out of scope. Services Measured Services are measured for purposes of determining AE's actual Service Level performance under this SOW and are set forth below. The Standards in the table below depict the Service Level Targets and how AE defines them in AE's sole discrestion. Service levels only apply to supported systems and hardware. Any requests by Client to escalate a matter to a higher priority level will be subject to additional fees and costs, in AE's sole and reasonable discretion. These targets may be adjusted from time -to -time by mutual agreement to better reflect actual performance. Service Levels Table 8-1 Service Incident Resolution AE Priority Levels are defined as: Applicable Definitions Priority One — Critical* The request is of the highest priority . Client reports a significant loss of critical business function, and there are no workarounds available. The issue will typically impact multiple end users and/or geographic locations. • To ensure service levels, these issues should be called in via phone and accompanied by communication via email. Priority Two — High* The request is urgent. Client reports partial business functions are not operable. However there are workarounds available. The issue is time sensitive as extended disruption could impact business operations. • To ensure service levels, these issues should be called in via phone and accompanied by communication via email. Priority Three — Normal The request is important. Client is able to work at an acceptable level awaiting issue to be resolved. Degradation or loss of non-critical business function Priority Four — Low Low impact request . 181 Page ©2024 by Alcott Enterprises, LLC All Rights Reserved. Proprietary and Confidential. Initial AE Response SLA In any 6 -month period, 90% of priority 1 problems will be responded to within 15 minutes during defined standard and after-hours support. Response activity to include tracking, escalation, and status updates every 4 business hours until resolution. In any 6 -month period, 90% of priority 2 problems will be responded to within 2 hours during defined standard and after -hour support. Response activity to include tracking, escalation, and status updates every business day until resolution. In any 6 -month period, 85% of priority 3 problems will be responded to within one business day during defined standard support hours. Response activity to include tracking, escalation, and status updates every two business days until resolution. In any 6 -month period, 85% of priority 4 problems will be responded to within one business day during defined standard support hours. Response activitv to include tracking, escalation, V10.0 December2023 AALCOTT ;Q:;; ENTERPRISES - 1. ..... Statement of Work Service Applicable Definitions Initial AE Response SLA and status updates every three business days until resolution. Priority Five — General Inquiry In any 6 -month period, 85% of priority 5 General investigation of low impact problems will be responded to within item. three business days during defined standard support hours. Response activity to include tracking, escalation, and status updates every five business days until resolution. Priority Six — Planned Event In any 6 -month period, 85% of priority 6 Advance request. Special purpose problems will be responded to within priority is for requests that can be four business days during defined scheduled well in advance. standard support hours. Response activity to include tracking, escalation, and status updates every five business days until resolution. Priority Seven — Outside AE's N/A Control Incidents that are outside of AE's control. Cases Cases issued Report ticket activity semiannually or upon request. Cases closed Report ticket activity semiannually or upon request. Cases open / archived Report ticket activity semiannually or upon request. 191 Page ©2024 by Alcott Enterprises, LLC All Rights Reserved. Proprietary and Confidential. V10.0 December2023 Please fill in the information below including referencing what Reference Document project you are reponding to and the name of your company on lines 4 and 5 Project Name Managed IT Services, RFP #CM2024-001 Company Name Alcott Enterprises Number Reference Government Year Installed Contact Name Contact Email Contact Phone Number List up to 5. Please do not list more than 5. United States Department of Housing and Urban 1 Development 2002 to present Twila Bonds Twila.L.Bonds@hud.gov 310-597-6546 United States Department of Housing and Urban 2 Development 2002 to present Alan Danan alan.danan@hud.gov 213-598-5142 United States Internal Revenue Service, Return 3 Preparer Office 2005 to present Claire Traylor Claire.M.Traylor@irs.gov 213-372-4159 Manhattan Beach Chamber 4 of Commerce 2017 to present David Archer david@manhattanbeachchamber.com 949-422-0873 5 GH Group Inc 12016 to 2023 1 Daryl Kato darylkato@gmail.com 310-266-5492 List up to 5. Please do not list more than 5. La Quinta, CA Managed IT Services Solution ow ease provide pricing tor your total propose All Alcott Services included $ - $ 481,600.00 $ 481,600.00 $ 481,600.00 $ 481,600.00 $ 481,600.00 $ 2,408,000.00 $ 481,600.00 $ 481,600.00 All inclusive service Alcott Managed IT Plan, Initiative Plus in the proposal solution. pricing Included in Proposal, this Row 8-16 (where applicable): Please provide a break -down includes two dedicated of pricing for all module offerings. If your modules do not resources for daily onsite $ $ $ $ $ $ $ $ $ line up in name or functionality to the functions for La Alcott Managed IT, Dedicated Resources, 2 support. Included in our package Quinta, you may clarify in the description what activities the $ - $ - Implementation $ - $ - $- Alcott Defense, Continuous Penetration Testing, Monthly in the proposal modules perform. Description Pricing (if Year 1 Pricing Year 2 Pricing Year 3 Pricing Year 4 Pricing Year 5 Pricing Total 5 -Year Year 1 Renewal Year 2 Renewal Notes /Assumptions applicable) services included in the $ - $ - Pricing Pricing Pricing If needed you may add additional lines below if there are Alcott Consulting, Virtual CIO proposal Included in our additional modules to price. X X $ $ $ - - - $$ $ - - X If there is a separate implementation cost please list it in $ $ $ - $ $ $ s X X $ $ column D. You do not need to create line item pricing here, $ $ $ - s - X X $ $ $ - $ - $ - $ - s - X X $ $ $ - $ - $ - $ - All inclusive service X X $ $ $ - $ - $ - $ - s - pricing. Additional new Managed IT Services Solution (as proposed) $ - $ 481,600.00 $ 481,600.00 $ 481,600.00 $ 481,600.00 $ 481,600.00 $ 2,408,000.00 $ 481,600.00 $ 481,600.00 hardware and licensing, are in addition to. All Alcott Services included $ - $ 481,600.00 $ 481,600.00 $ 481,600.00 $ 481,600.00 $ 481,600.00 $ 2,408,000.00 $ 481,600.00 $ 481,600.00 All inclusive service Alcott Managed IT Plan, Initiative Plus in the proposal pricing Included in Proposal, this includes two dedicated resources for daily onsite $ $ $ $ $ $ $ $ $ Alcott Managed IT, Dedicated Resources, 2 support. Included in our package All Alcott Services included $ - $ - $ - $ - $ - $- Alcott Defense, Continuous Penetration Testing, Monthly in the proposal Included in our package All Alcott Consulting services included in the $ - $ - $ - $ - $ - $- Alcott Consulting, Virtual CIO proposal Included in our package X X $ $ $ - - - $$ $ - - X X $ $ $ - $ $ $ s X X $ $ $ - $ $ $ - s - X X $ $ $ - $ - $ - $ - s - X X $ $ $ - $ - $ - $ - s - X X $ $ $ - $ - $ - $ - s - La Quinta, CA Managed IT Services Solution Please provide pricing for any additional services and/or services rates. These should be included in the contract as optional so they can added Implementation to the contract as needed. Please add additional rows if needed. If there Pricing Annual Pricing Assumptions / Notes are not specific services, please provide rates for professional services hours. 1 Non Alcott Procured Equipment - New Computer Deployments $ 250.00 $ - As needed, per device 2 Non Alcott Procured Equipment - New Sever Deployments $ 2,000.00 $ - As needed, per device 3 Non Alcott Procured Equipment - New Network Equipment Deployments $ 1,000.00 $ As needed, per device 4 Email Migration Services Per Mailbox $ 100.00 $ As needed, per mailbox 5 File Storage System Migrations Per TB $ 2,400.00 $ As needed, per TB 6 Computer or Identity Profile Migrations $ 100.00 $ - As needed, per migration. 7 Tier 1 Support Tech, Per Hour Per Tech $ 100.00 $ - Additional rates for any out of scope work 8 Tier 2 Support Tech, Per Hour Per Tech $ 120.00 $ - Additional rates for any out of scope work 9 Tier 3 Support Tech, Per Hour Per Tech $ 145.00 $ - Additional rates for any out of scope work 10 $ - $ - 11 $ - $ - 12 $ - $ - 13 $ - $ - 14 $ - $ - 15 $ - $ - ALCOTT ENTERPRISES Package LT. as a Value Based Service Alcott Managed IT Service Packages . Digital Workspace management for Microsoft 365, Google, phone systems, and document PackageWhat storage Foundation Core Initiative This entry-level support plan is This plan is for organizations with Your complete IT team. These designed for startups or smaller one or more locations seeking organizations have demanding organizations that typically do not remote and onsite support but not environments that typically have have an office location or servers requiring weekends or after-hours. one or more locations, seeking and do not require onsite, This option provides predictable onsite and remote Support weekend, or after-hours support. pricing with mid-level cyber 24x7x365. Cybersecurity and phones, security cameras, printers, and internet service providers security and backup services backup are paramount, or they included. have high compliance • Third -party SaaS application support for any approved applications requirements. Package Foundation • Unlimited remote help desk, 9 am - 5 pm Monday — Friday . Digital Workspace management for Microsoft 365, Google, phone systems, and document storage • Simple device management of PCs and Macs • Managed cyber security services, Alcott Defense Essentials Plan • Managed Backup for PCs and Macs • Basic tier 1 reactive network support Core . All of the Foundation Plan Plus • Unlimited onsite support visits at no additional cost • Guaranteed response times within 15 minutes and next business day onsite support • Proactive device management for PCs, Mac, and Windows servers. • Managed backup and disaster recovery for PCs, Macs, servers, email, and storage systems • Managed network operations center (NOC) with 24/7 monitoring of network devices, phones, security cameras, printers, and internet service providers • Proactive managed cyber security for protection against sophisticated threats, Alcott Defense Advanced Plan • Third -party SaaS application support for any approved applications • Vendor management • Procurement services Initiative o All of the Core Plus Plan • 24x7x365 Support, Remote and Onsite, with a guaranteed time onsite within 4 hours • Managed Cyber Security Alcott Defense Complete Plan for comprehensive cybersecurity • Full mobile device management • Industry -specific application support • Compliance management with customized industry -specific audit framework • Ongoing strategic planning and guidance, with 2 hours/month of vCIO service • Public cloud infrastructure support for Microsoft Azure, Amazon Web Services, and Google • Database maintenance and support • Cloud engineering and DevOps support • API ands stems integrations, management, and support Initiative • All of the Initiative Plan Plus • A guaranteed time onsite within 2 hours • Dedicated onsite resources for daily support • Unlimited Virtual CIO and PMO Services • Monthly penetration and vulnerability testing Please see the additional page for the technical details. 1 1 P a g e ©2024 by Alcott Enterprises, LLC All Rights Reserved. Proprietary and Confidential. V3.0 January 2024 ALCOTT ENTERPRISES I.T. as a Value Based Service Technical Service Details Alcott Managed IT Service Package Details OfferedServices Unlimited Number of PC and Mac Devices Supported Foundation ✓ Core ✓ ✓ Unlimited Number of Windows Servers Supported ✓ ✓ Unlimited Number of Onsite Support Cases ✓ ✓ Unlimited Remote Support, Business Hours (9 am - 5 pm M -F) ✓ ✓ ✓ Unlimited Remote Support, 24/7 ✓ Support Service Level Agreement (SLA) ✓ ✓ Guaranteed Next Business Day Onsite Support ✓ ✓ Guaranteed Onsite Support within 4 Hours, 24/7/365 ✓ Email System Administration by Certified Solution Experts ✓ ✓ ✓ Productivity Applications Support (i.e., MS Word, Outlook, etc.) ✓ ✓ ✓ Internet and Internal Network Support, Reactive Basic Tier 1 ./ ✓ ✓ Telephone (VOIP) and Conference Phone Support ✓ ✓ ✓ Business and Document Storage and Administration ✓ ✓ ✓ Industry -Specific Applications Support and Administration ✓ Procurement Service for IT Hardware and Software ✓ ✓ Annual IT Vendor Contracts and Capability Reviews ✓ Advanced Enterprise Network Administration and Support* ✓ ✓ Advanced Security with Proactive Threat Protection Against Malware, Viruses, and Network Intrusion* ✓ ✓ Security Camera and Video Management Support ✓ ✓ ✓ Enhanced Email System and Identity Management ✓ ✓ Point of Sale Systems Support ✓ ✓ ✓ Industry -Specific System Configuration and Compliance Review* ✓ Annual IT Strategy and Solution Roadmap Reviews (lite) ✓ Cloud App and Systems Integrations with API Support ✓ Advanced Cloud Infrastructure Support, 24/7 ✓ Access to AE's NOC (Network Operations Center) Service ✓ ✓ Proactive Realtime Networking and Infrastructure Monitoring, 24/7 ✓ ✓ 24/7 Network Remediation, Resolution, and Management ✓ Unlimited Cloud Engineering and DevOps support ✓ Cloud Database Maintenance and Support ✓ API integrations and maintenance ✓ *May require additional hardware and license. Hardware and licensing are sold separately. Some industries may require fees. *Cloud maintenance charges not included. 21 Page ©2024 by Alcott Enterprises, LLC All Rights Reserved. Proprietary and Confidential. V3.0 January 2024 ALCOTT ENTERPRISES I.T. as a Value Based Service Alcott Defense, Managed Security Services Security Solutions Industry-leading anti-virus and malware protection for PCs and Macs powered by Machine Learning and Artificial Intelligence Essentials ✓ Advanced ✓ Complete ✓ Enterprise Device Management (EMM) ✓ ✓ ✓ PC/Mac Performance and Patch Management ✓ ✓ ✓ Anti-virus and malware protection for mobile devices ✓ A secure cloud -based internet gateway with predictive security powered by machine learning and artificial intelligence ✓ ✓ Advanced DNS and IP layer security enforcement ✓ ✓ Intelligent protection against ransomware and sophisticated types of attacks ✓ ✓ Cutting-edge content filtering and block lists ✓ ✓ Protection for users onsite, remote, and site visitors ✓ ✓ SaaS application monitoring and usage reporting ✓ ✓ Internal networks and group policy integration ✓ ✓ Granular reporting on network and security activity ✓ ✓ Integrated existing security measures with custom APIs ✓ ✓ Access to AE's 24/7 Security Operations Center (SOC) service ✓ Active device monitoring for realtime detection of compromised devices in your organization ✓ Advanced breach detection and prevention ✓ Realtime monitoring of open and closed -source intelligence sources to identify actionable information for reporting to facilitate proactive defensive actions ✓ Includes 24/7 monitoring, investigation/mitigation, intelligence analytics, near -real-time removal/blocking of digital threats ✓ Cybersecurity awareness training solutions with engaging content and always -current training assets ✓ Automated security awareness programs with seamless reporting ✓ Unlimited, customizable email phishing campaigns and security tests ✓ Safeguard your PCs and Macs from physical theft with firmware- embedded "LoJack" solutions, empowering investigations and recovery of stolen devices. ✓ Geofencing and GPS tracking of PCs and Macs with unauthorized device movement detection ✓ Insider threat prevention and detection with behavior analytics ✓ Employee monitoring and compliance management with defense with data loss prevention ✓ Insider audit and forensics capabilities ✓ *May require additional hardware and license. Hardware and licensing are sold separately. Some industries may require fees. 31 Page ©2024 by Alcott Enterprises, LLC All Rights Reserved. Proprietary and Confidential. V3.0 January 2024 ALCOTT ENTERPRISES - ... it. . I.T. as a Value Based Service Backup and Disaster Recovery Services Backup and DR Solutions Enterprise -grade file and folder level backup for PC/MACs Essentials ✓ Advanced ✓ Complete ✓ Daily PC/MAC image and snapshot backups ✓ ✓ Encrypted file backup version history of up to 30 days ✓ ✓ ✓ Extended file backup version history of up to 1 year of file history ✓ Email system backup with unlimited storage ✓ ✓ Complete Backup and Restore of Microsoft 365, Google Workplace, Box, Dro box, and Salesforce. ✓ ✓ Cloud backup of Onsite Storage (NAS) per GB* ✓ ✓ Server and Virtual Machine backup, per GB* ✓ ✓ Backup & Recover: Server Images (Bare Metal and/or Virtual Machines ✓ ✓ Recovery Option - Local Image Boot/Spin-up ✓ Recovery Option - Cloud Image Boot/Spin-up ✓ Full Site Backup of your physical or virtual computing environment* ✓ Multiple -workload support for VMs, servers, SQL, and other databases* ✓ Store backups in locally redundant storage (LRS), geo-redundant storage (GRS), and zone -redundant storage (ZRS)* ✓ Protect data against ransomware attacks by enabling multiple -user authentication as an additional layer of authorization for critical operations* ✓ Fully control how to protect and access your data with customer- managed keys that use 256 -bit AES encryption* ✓ *May require additional hardware, licensing, and site surveys. Hardware and licensing are sold separately. Some industries may require fees to meet compliance. 41 Page ©2024 by Alcott Enterprises, LLC All Rights Reserved. Proprietary and Confidential. V3.0 January 2024 ALCOTT ENTERPRISES r Additional Add On Services I.T. as a Value Based Service Cloud Storage Service Alcott's cloud storage listed below is in addition to our service packages. Organizations can choose additional services to tailor their IT services to meet their needs. AE Cloud StorageAdvanced Unlimited cloud storage space ✓ ✓ ✓ Access and use your data without taking up your local hard drive to sync and store data ✓ ✓ ✓ Storage administration and management ✓ ✓ ✓ Microsoft Office 365 and G Suite Integration ✓ ✓ ✓ Data loss protection ✓ ✓ ✓ Advanced admin & controls ✓ ✓ HIPAA/HITECH-eligible, Fed RAMP ✓ Single File Size Limit of 15GB ✓ ✓ ✓ Single File Size Limit of 50GB ✓ Desktop (PC and Mac) and mobile access ✓ ✓ ✓ File version history ✓ ✓ ✓ SSL & at -rest 256 -bit AES Encryption ✓ ✓ ✓ Password policy and two -factor authentication ✓ ✓ ✓ Active directory & SSO (Single Sign -On) integration ✓ ✓ ✓ Advanced user activity & security reporting ✓ ✓ ./ Custom branding ✓ ✓ ✓ Unlimited external collaborators ✓ ✓ Metadata & custom templates ✓ ✓ PCI DSS Compliant ✓ ✓ Full Content Statistics, User Activity Tracking, and Management ✓ ✓ Workflow automation (lite) ✓ Unlimited integrations, including DLP & eDiscovery ✓ Document watermarking ✓ 100,000 API calls per month ✓ Automatically classify sensitive data. ✓ Native protection of your content against advanced malware and ransomware attacks, powered by deep Machine Learning and Al ✓ Empower your security with timely alerts for potentially compromised accounts, data exfiltration, and other malicious activity. ✓ Content lifecycle management to reduce enterprise risk ✓ Streamline your content governance with flexible retention schedules, reservation for defensible discovery, and disposition management. ✓ Seamlessly customize retention policies to fit your specific needs and maintain compliance — from HIPAA and FINRA to GDPR, CCPA, and more. ✓ eDiscovery and litigation preservation of all content ✓ 51 Page ©2024 by Alcott Enterprises, LLC All Rights Reserved. Proprietary and Confidential. V3.0 January 2024 ta ATTACHMENT 2 INSURANCE REQUIREMENTS ACKNOWLEDGEMENT Must be executed by proposer and submitted with the proposal I Jordan Alcott confirm that Alcott Enterprises (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 Founder and CEO (Title) of Alcott Enterprises (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 IJordan Alcott (name) hereby declare as follows: I am Founder and CEO of Alcott Enterprises (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.I---- � Z . q n Proposer Signature: Proposer Name: Proposer Title: Company Name: Address: Jordan Alcott Founder and CEO Alcott Enteprises 21143 Hawthrone Blvd, Suite 194, Torrance CA 90503 Page 12 of 13 ta v:Ll 11 l��L\I ATTACHMENT 4 ACKNOWLEDGEMENT OF RECEIPT OF ADDENDA Must be executed by proposer and submitted with the proposal; If no addenda has been issued, mark "N/A" under Addendum No, indicating Not Applicable and sign ADDENDUM NO. N/A SIGNATURE INDICATING RECEIPT Page 13 of 13 Response to Request for Proposa City of La Qu i nta, CA Managed IT Services RFP NUMBER: CM2024-001 PREPARED BY ALCOTT ENTERPRISES March 1, 2024 ALCOTT ; _A�,o ENTERPRISES QP INFORMATION TECHNOLOGY �k � 1 . Response to Request for Proposa City of La Qu i nta, CA Managed IT Services RFP NUMBER: CM2024-001 PREPARED BY ALCOTT ENTERPRISES March 1, 2024 ALCOTT ; _A�,o ENTERPRISES QP INFORMATION TECHNOLOGY �k � TABLE OF CONTENTS Who we are A brief description of who we are, industry recognition, and how we assist our 3 customers today. Solution Alcott Enterprises response to section 4.1 of the RFP 4 Cyber Security Alcott Enterprises response to section 4.2 of the RFP 6 Network Alcott Enterprises response to section 4.3 of the RFP Reliability Device and Alcott Enterprises response to section 4.4 of the RFP Hardware Management Customer Alcott Enterprises response to section 4.5 of the RFP Service/Help Desk Support OrganizationalI Alcott Enterprises response to section 4.6 of the RFP Governance Management of Alcott Enterprises response to section 4.7 of the RFP Existing Enterprise Applications Strategic Alcott Enterprises response to section 4.8 of the RFP Adoption of New Technologies Prior Alcott Enterprises response to section 4.9 of the RFP Experience and Case Studies Pricing and Alcott Enterprises response to section 4.10 of the RFP Model Implementation Alcott Enterprises response to section 4.11 of the RFP Other Alcott Enterprises response to section 4.12 of the RFP Our Leadership Alcott Enterprises leadership team and Strategic Advisors Attachments I Uploaded documents and other attachments 7 8 8 11 11 12 12 13 14 14 15 17 ALCOTT ENTERPRISES INFORMATION TECI INGLOGY VALUE -BASED IT SOLUTIONS 1310-362-7400 1 alcottenterprises.com 2 WHO WE ARE About Established in 2014, Alcott Enterprises is an award-winning national information technology Us consulting and cyber security company delivering agile IT strategies and next -generation IT managed services. Based in Los Angeles, CA, Alcott Enterprises offers over 50+ years of combined industry experience, with senior leadership comprised of Fortune 500 senior IT executives. Our experts have been leading digital transformations, providing consulting services, and managing the technical infrastructure for companies of all sizes across various industries. Alcott Enterprises holds several key certifications, including vendor certifications as a Cisco -certified Managed Security Service Provider and highlighted Microsoft partner. Additionally, team members hold government clearances in addition to industry -specific certifications. Alcott Enterprise has also received industry recognition accolades. For 2024, Alcott Enterprises was recognized by The Channel Company as one of North America's top 500 Managed Service Providers; more specifically, we are listed in the top 250 in the Pioneer category. Microsoft recognized Alcott Enterprises as a partner in deploying Windows Autopilot, a part of the Microsoft 365 Modern Workplace initiative. Our work has been recognized by Gartner, a leading global industry research firm, as an emerging leader in the managed services category. Alcott has received additional recognition from the Los Angeles Business Journal and the Manhattan Beach Business Journal for our work with the Manhattan Beach Chamber of Commerce and the City. Our recent acquisition of Shadow Systems expands our team certification, experience, and knowledge base across several public sector agencies in various capacities, including working with the Housing of Urban Development and the Internal Revenue Service for 22 years. Our team holds several government clearances in addition to industry certifications. C"RN ME Microsoft Ga rtner IAS ANGELES M a �c pp r> BUSINESS JO[TRNAL DUSINGti70 10URN Accolades are found in the attachments on page 17 Key Info Point of Contact: Jordan Alcott Founder & CEO icalcott(a aIcottenterip rises. com Phone: 310.362.7407 Number of years in business: 9 years Taxpayer identification number: 47-2351160 Number of years performing Managed IT Services: 9 years Othe key personnel: https://www.alcottenterprises.com/ourleadership Firm ownership and if incorporated: California limited liability company. Alcott Enterprises is not a subsidiary of any entity. ALCOTT ENTERPRISES rli VALUE -BASED IT SOLUTIONS 1310-362-7400 1 alcottenterprises.com 4.1 Solution Solution I Alcott Enterprises' approach to managing the City of La Quinta's IT infrastructure is non-traditional. We offer a cost-saving "all-inclusive" comprehensive plan, blending required solutions with onsite I and remotely 24/7/365 certified expert support. We guarantee response times within 15 minutes and will provide dedicated onsite daily resources. We guarantee time onsite for any additional escalation resources within two hours. Our real -people help desk support is 100% US -based, certified, and government -cleared. Our comprehensive, multi -layered cybersecurity approach to safeguard La Quinta's digital assets and sensitive information encompasses defensive, offensive, and proactive measures managed and monitored by our Security Operations Center, 24/7/365. Our certified SOC team leverages industry-leading security solutions powered by Machine Learning and Artificial Intelligence from Cisco, Sentinel One, Microsoft, and Splunk. These included solutions augment any existing network firewalls or measures in place today. Our offensive cyber solutions provide monthly ongoing penetration and vulnerability testing of La Quinta's networks, servers, websites, and computers. This "red teaming" capability continuously probes and pokes at the networks, servers, email systems, and other systems La Quinta uses to hunt and remediate vulnerabilities before malicious actors expose them. In addition to technical safeguards, we assist in establishing and enforcing policies and procedures for data access, encryption, and security incidents. We provide cyber awareness training with simulated phishing exercises to educate employees and heighten their awareness of cybersecurity risks. Ensuring the reliability and resilience of La Quinta's network infrastructure is paramount to sustaining seamless operations across all facilities. We guarantee network and service uptimes 99% of the time. Our 24/7/365 Network Operation Center (NOC) and infrastructure support services encompass end-to-end solutions, from installation and configuration to ongoing administration and maintenance of critical network components, including switches, firewalls, routers, VOIP systems, security cameras, and wireless access points. Through continuous monitoring and proactive maintenance practices, we ensure consistent internet connectivity and optimal network performance, bolstered by robust nightly backups for critical servers and systems that minimize disruptions and maximize uptime for La Quinta's operations. Our support includes comprehensive device and hardware management encompassing the complete lifecycle management of all IT assets, including servers, desktops, laptops, mobile devices, printers, VOIP phones, and any associated peripherals. From initial procurement and configuration to ongoing maintenance and eventual decommissioning, we ensure optimal performance and reliability of La Quinta's hardware infrastructure. Leveraging our extensive industry partnerships and expertise, we streamline the selection, ordering, and deployment of commercial/enterprise-rated equipment, tracking orders, and managing inventory to ensure timely delivery and seamless integration into existing environments. Our proactive end -of -life planning processes also ensure smooth transitions and mitigate security risks associated with outdated hardware. ALCOTT ENTERPRISES rli VALUE -BASED IT SOLUTIONS 1310-362-7400 1 alcottenterprises.com 4 Our real -people US -based certified help desk provides La Quinta assistance and resolution for IT - throughout the resolution process. related issues or concerns. With dedicated daily onsite staff and our 24/7/365 help desk operation, we offer on -demand support, ensuring prompt responses and IT resolution. We utilize a robust work order/ticketing system to streamline reporting tracking issues, enabling efficient communication and resolution. Authorized City staff may have full access, allowing them to log and monitor the progress of all requests. Our team maintains accountability and transparency Our organizational governance and procurement services align with La Quinta's business requirements for technology solutions. Through collaboration and quarterly reviews, we can work together to ensure best practices, compliance, security, and adherence to industry standards that meet La Quinta's specific requirements. We assist onsite with user onboard ing/offboarding processes, managing Active Directory, and maintaining systems, network, and application documentation. Our procurement and project management services regularly report purchases, assets, current activities, issues, and project statuses, enabling informed decision-making and strategic planning. Our expertise in managing existing enterprise applications allows us to recommend improvements, provide maintenance, and troubleshoot issues to optimize performance and usability. We offer comprehensive support for all Microsoft 365 software and other Windows and Mac -based software. With our cloud application monitoring tools, we can monitor the health of La Quinta's technology infrastructure to ensure seamless integration and interoperability of existing systems, maximizing efficiency and minimizing disruptions. We apply a strategic, agile approach to adopting new technologies that involve collaboration, meticulous planning, technical evaluations, and deployment strategies tailored to La Quinta's business objectives and requirements. Our strategic advisors and leadership teams collaborate closely with stakeholders to identify emerging technologies that align with the organization's goals and drive digital transformation initiatives through strategic planning and roadmaps. We offer a cost-saving, all-inclusive, comprehensive MSP solution that exceeds the requirements of the City of La Quinta. Our expertise spans critical areas, including cybersecurity, pen -testing, network reliability, device management, 24/7/365 customer service, organizational governance, application management, and strategic technology adoption. With our commitment to proactive monitoring, round-the-clock support, and adherence to industry best practices, La Quinta gains access to a trusted IT partner capable of delivering innovative solutions, maximizing operational efficiency, and driving sustainable growth for the community. ALCOTT ENTERPRISES �G .. _•:S 3Y VALUE -BASED IT SOLUTIONS 1310-362-7400 1 alcottenterprises.com 4.2 Cybersecurity 4.2.1 Please confirm you are able to provide cybersecurity/network security services, including anti-virus, security updates, and patch management. Yes, Confirmed 4.2.2 Please describe your incident response for a security event.* (Maximum response length: 300 characters) We swiftly detect, analyze, and mitigate cyber threats, ensuring rapid containment and restoration of operations. With state-of-the-art monitoring and clear communication, we minimize impact and safeguard critical systems, providing a comprehensive and effective response. 4.2.3 Have any of your clients experienced a ransomware attack in the last 12 months? If so, how did your company respond? * (Maximum response length: 300 characters) No, our clients have not experienced a ransomware attack. Our security teams stop over 15K attacks and attacks, including ransomware, daily. 4.2.4 Are you able to administer and manage ongoing training programs and regular phish and related tests for all La Quinta employees?* Yes, confirmed. 4.2.5 Please list any cybersecurity certifications that your company has achieved.* (Maximum response length: 300 characters) Cisco Certified Managed Security Service Provider, Certified Information Systems Security Professional (CISSP), CompTIA Security+, CREST, OSCP, SANs with more completed in late 2024. 4.2.6 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) Our SOC includes SIEM for real-time monitoring and accessing security data and logs. These activities are analyzed and addressed in real-time, powered by global threat networks, machine learning, and Al. Our continuous penetration testing ensures ongoing verification of perimeter defenses. ALCOTT ENTERPRISES �i _•:)c VALUE -BASED IT SOLUTIONS 1310-362-7400 1 alcottenterprises.com 6 4.2.7 Do you maintain 24/7/365 health monitoring and availability of the delivery platform?* (Maximum response length: 300 characters) Yes, our SOC and NOC teams monitor the health of the network and its systems 24/7/365. 4.2.8 Do you provide annual security architecture reviews and vulnerability assessments?* (Maximum response length: 300 characters) We conduct annual security architecture reviews and vulnerability assessments, complemented by monthly penetration testing. This comprehensive approach ensures an ongoing evaluation of security measures, identification of vulnerabilities, and proactive mitigation strategies. 4.3 Network Reliability 4.3.1 1 Please confirm you offer network management and infrastructure support services.* Yes, Confirmed 4.3.2 Can you provide installation, configuration, administration, and maintenance of all network equipment including switches, firewalls, routers, cabling, wireless access points, and other devices?* Yes, Confirmed 4.3.3 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?* (Maximum response length: 300 characters) Our NOC actively monitors your ISP connection 24/7. Our NOC team then works with the ISP to rapidly address issues and deploy onsite resources as needed. If all backup ISP/cellular measures fail, our mass texting and email systems will notify impacted end users and provide regular updates. 4.3.4 Are you able to offer 24/7/365 system monitoring and email monitoring?* Yes, confirmed. 4.3.5 Please confirm you are able to conduct a nightly backup plan for critical servers, including a regularly -tested recovery process* Yes, confirmed. ALCOTT ENTERPRISES _•:SGv VALUE -BASED IT SOLUTIONS 1310-362-7400 1 alcottenterprises.com 7 4.3.6 Can you provide support services for VolP / Analog telephone management? * Please list any specific experience with Mitel. (Maximum response length: 300 characters) Our team works with and manages several VOIP platforms, including MITEL systems. We have extensive contacts within the MITEL organization if vendor escalation is needed. 4.4 Device/Hardware Management 4.4.1 Can you provide all maintenance, monitoring, and support for hardware (server, desktop, laptop, mobile) and inventory control and management (hardware and software)?* Yes, confirmed. 4.4.2 If no, please elaborate. N/A 4.4.3 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, confirmed 4.4.4 If no, please elaborate. N/A 4.4.5 What is your process for keeping track of all La Quinta IT inventory?* (Maximum response length: 300 characters) Our teams will implement our automated asset discovery, manage the centralized inventory database, perform regular audits, lifecycle management, asset tagging, documentation, integration with procurement, and ensure security measures for effective IT inventory management at La Quinta. 4.5.1 4.5 Customer Service/Help Desk Support Please describe the customer service and help desk support your services provide. * (For example, 24/7/365 support) (Maximum response length: 300 characters) Our remote but local next -gen, highly skilled, multi -tiered 24/7 help desk ensures rapid response, le ALCOTT ENTERPRISES �Fi .. DGY VALUE -BASED IT SOLUTIONS 1310-362-7400 1 alcottenterprises.com 8 streamlined escalations, and continuous support, minimizing downtime and enhancing customer satisfaction. Our approach minimizes downtime while creating a personal, streamlined experience. 4.5.2 Please describe the location of your office headquarters.* (Maximum response length: 300 characters) *Response required. We are unique; all our staff are employees who work from home but live in and work in our clients' towns or counties. They travel to you as needed. We create a more personalized client approach. In turn, this allows us not to have office expenses and instead pass those savings on to you. 4.5.3 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)* (Please specify where your local office is located.)(Maximum response length: 300 characters) *Response required 99% of our staff is located within two hours. We provide two dedicated resources onsite daily for the City while the rest of the team supports them and the remote load. We can rapidly deploy additional resources as needed. Our physical mailing address is in Torrance, CA. 4.5.4 During business hours, how long would it take someone to arrive onsite in the event of an IT emergency? Q <1 hour ❑.i 1-2 hours ❑ 2-3 hours ❑ 3-5 hours ❑ >5 hours *Response required 4.5.5 During after-hours, how long would it take someone to arrive onsite in the event of an IT emergency? Q <1 hour ❑V 1-2 hours ❑ 2-3 hours ❑ 3-5 hours ❑ >5 hours *Response required 4.5.6 Onsite 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 onsite desktop technicians, with one of the two technicians being proficient in Networking? ALCOTT ENTERPRISES rli DGY VALUE -BASED IT SOLUTIONS 1310-362-7400 1 alcottenterprises.com 9 Yes, that's not an issue. We can provide two qualified, dedicated onsite resources that will be onsite daily. 4.5.7 Will the onsite technicians be able to work concurrently with City Staffs 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 ONSITE TECHNICIAN MUST ALWAYS BE PRESENT Yes, that is not a problem. 4.5.8 Please describe the guaranteed and average response time for requests during business hours and after hours. * Our guaranteed response time is 15 minutes during business hours and after hours. 4.5.9 Please upload response time and support SLAS. * Uploaded, and please see the attachment on page 18. 4.5.10 What is the availability of key staff during normal business hours? Our critical operational staff is typically available from 9 am to 5 pm Monday through Friday. Our Strategic Advisors require a scheduled time with prior notice. They can usually meet during regular business hours that same week. 4.5.11 Are there any penalties for your company if guaranteed response times aren't met?* If a violation occurs, we can provide account credits based on the filled -out calculation form. In our nine years, we have not missed our SLA. 4.5.12 Describe your work order/ticket system. (Maximum response length: 300 characters) Microsoft Dynamics Customer Service streamlines support with case management, auto case creation, robust integrations, knowledge base, and omnichannel engagement for faster issue resolution. Analytics and Al insights enhance businesses' satisfaction, loyalty, and support efficiency. ALCOrT ENTERPRISES INFORMAi 1 '.i. 4.4. -:SGV VALUE -BASED IT SOLUTIONS 1310-362-7400 1 alcottenterprises.com 10 4.5.13 What are the steps used to escalate chronic or challenging problems?* (Maximum response length: 300 characters) Escalations happen by 1) the customer's request, 2) automatic escalation based on severity or impact, and 3) evaluation of the challenge by our support team, who then manually escalate it to the next tier. Depending on the issue, most escalations happen in real-time and are immediately addressed. 4.6 Organizational Governance 4.6.1 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.* Yes, confirmed 4.6.2 4.6.2. Please select whether you can provide the following. (Select all that apply) 0 User onboarding/offboarding 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. ❑ Have experience in Surplusing and Auditing based on State of California compliance activities for Cities 4.7.1 4.7.2 4.7 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) Our process involves identifying, prioritizing, testing, scheduling deployment, and monitoring software patches. Application patches are typically performed after hours or during low traffic times; if needed, we will require prior input from the City's stakeholders to approve the timing. Please describe your experience administering Microsoft 365 for clients. Please describe any Microsoft 365 certifications you hold. * (Maximum response length: 300 characters) All our clients are on M365; we have extensive knowledge, certified skills, and a long-standing relationship with Microsoft. We hold numerous M365/Microsoft certs, including Certified Partner ALCOTT ENTERPRISES r;v VALUE -BASED IT SOLUTIONS 1310-362-7400 1 alcottenterprises.com 11 4.7.3 (Silver level), Fundamentals, Assocates, Administrator Experts, and other Microsoft specializations. 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) We have extensive knowledge of all the networking equipment and vendors, including servers and VOIP. We have strategic partnerships with many of these vendors. We have many strategic alliances with your standard application vendors, so these will not be an issue. Specialized software - we have experience administering most; some are the older/newer versions. We are not an ERP company. Tyler Incode ERP is a solution we can administer, but we would heavily lean on a partner to assist. 4.8 Strategic Adoption of New Technologies 4.8.1 Please confirm you can assist the City in adopting and implementing new technologies.* Yes, confirmed. S:. 4.8.3 What is your process and criteria for evaluating new software and hardware?* (Maximum response length: 300 characters) City stakeholder involvement is critical to the process of aligning technology to the business requirements. We evaluate based on compatibility, security, scalability, usability, cost-effectiveness, vendor reputation, support availability, and alignment with the client's business needs and goals. 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 worked collaboratively with key stakeholders of a 35 -employee agricultural company to develop a technological strategy and roadmap to align technology to their business. Their sites were operating inefficiently with outdated or consumer -grade equipment. An executed rollout allowed adoption and confidence as we helped them open and manage a 5.5M sq ft greenhouse on a 165 - acre property. This client exploded into over 500+ employees, 20+ locations, and a successful IPO in three years. 4.9 Prior Experience and Case Studies 4.9.1 1 How many total state and local governments use your company for Managed IT Services?* eALCOTT ENTERPRISES ihlro7�M�; .. VALUE -BASED IT SOLUTIONS 1310-362-7400 1 alcottenterprises.com 12 4.9.2 4.9.3 Q 1-10 (we work with federal agencies today) ❑ 11-25 ❑ 26-100 ❑ 100+ ❑ None *Response required 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) Private sector (90%), Federal agencies, and city affiliates (10%) Please provide references for the City of La Quinta* Uploaded and attached on page 20. 4.10 Pricing and Model 4.10.1 Please provide a pricing estimate to the City based on the information provided in this RFP.* Please download the document below, complete it, and upload it. Please include a detailed fee schedule for the services requested by this RFP, any complementary services offered, and 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. Uploaded and attached on page 21. 4.10.2 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.* (Maximum response length: 300 characters) Before the contract, we may need to understand the model numbers of the existing networking equipment. Once under a service contract or NDA, we need to understand what additional software, hardware, and telecommunications contracts exist and the expectations for renegotiations, if any. 4.10.3 Please upload any standard pricing documents you wish to share. Uploaded and attached on page 23. ALCOTT ENTERPRISES �G .. _•:S 3Y VALUE -BASED IT SOLUTIONS 1310-362-7400 1 alcottenterprises.com 13 4.11.1 4.11.2 4.11 Implementation Please describe your implementation methodology, including average implementation time.* (Maximum response length: 500 characters) There are three phases: assessment, onboarding, and going live. An assessment phase is to clearly understand the City's needs, infrastructure, and goals. Onboarding involves extensive knowledge transfer sessions with your current provider, implementing our tools, and testing for functionality and security. We work with City stakeholders to review all IT business and other lifecycle processes. Then, support goes live. The time varies based on factors, but a rough estimate is 30 to 60 days. 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) The City must communicate with the current provider to start the transition and provide full system access, admin passwords, and any historical and current system documentation. We would work with the City's point of contact to gather the needed documents for onboarding and transition. 4.12 Other 4.12.1 1 Please sign the four supplemental documents attached. * 1. Acknowledgement of Insurance Requirements (Attachment 2) Proposals must include a written statement that, if selected, the proposer will provide the minimum insurance coverage and indemnification noted in Exhibits E and F, respectively, of the City's Agreement for Contract Services included as Attachment 1. 2. Non -Collusion Affidavit (Attachment 3) Proposals must include an executed Non -Collusion Affidavit, included as Attachment 3, executed by an official authorized to bind the firm. 3. Acknowledgement of Addenda (Attachment 4) If any addendum/addenda are issued, the proposer shall initial the Acknowledgement of Addenda, included as Attachment 4. Uploaded and attached on pages 28, 29, and 30. 4.12.2 Please indicate any Business Designations you have: Select all that apply ❑ Minority -Owned Business ❑ Woman -Owned Business ALCOTT ENTERPRISES �i _•:SGv VALUE -BASED IT SOLUTIONS 1310-362-7400 1 alcottenterprises.com 14 4.12.3 4.12.4 ❑ Veteran -Owned Business Q Small Business Classification Q Local to California ❑ Local to La Quinta Anything else you want to tell us?* Not at this time. 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.* Yes, Confirmed OUR LEADERSHIP AND STRATEGIC ADVISORS JORDAN ALCOTT �- -� Founder and CEO iJordan brings over fifteen years of IT industry experience, which includes leading Fortune 500 global technology teams for over ten years. He has directed organizations focused on building and implementing current best practices in modern agile IT strategies, cloud computing, mobile technology, software -defined networking, and other IT functions across several industry verticals. He has served as the executive leader and architect overseeing Fortune 500 mobile and IT environments. Jordan is an expert in developing enterprise technology strategies, infrastructure design, managing tiered support, and guiding operational teams. Previously, Jordan was the executive leader of the IT department for a biotechnology company. Earlier in his career, he oversaw the mobile technology department for an IT outsourcing firm as well as the global mobile technology environment for a Fortune 500 media company. His experience covers working with startups to Fortune 500 companies with complex compliance requirements such as SOC, HIPAA, FEDRAMP, ITAR, NIST, PCI, and SOX compliance. Jordan grew up in Torrance, CA, and founded Alcott Enterprises in 2014 FRANK PALASE Strategic Advisor and Board Member Frank Palase has over 30 years of experience in the Telco/Media/Engineering landscape. He is a proven thought leader who delivers a competitive advantage by leading companies ALCOTT ENTERPRISES .. ".,,.l....VALUE-BASED IT SOLUTIONS 1310-362-7400 1 alcottenterprises.com 15 Mfr through Digital Transformations. As an engineer, he has a deep understanding of technology. Combining his strategic business and engineering acumen, he has helped companies build meaningful solutions to unleash innovation. Frank joined Vlocity as their Chief Digital Transformation Officer in the Media, Communications, and Energy sectors. At Vlocity, he has led successful digital transformations at Telstra, Telecom Argentina, and, most recently, Verizon and AT&T. Frank has held Senior Vice President positions at DIRECTV, and AT&T. He has led many successful efforts to drive transformational change to achieve strategic objectives. Frank believes in modifying and developing paradigms for Business and IT to become more agile in creating Omni -Channel experiences. Over his career, he has had many significant achievements in building sales acquisition capability, CRM support environments, decision support models for next best action, SAAS and PAAS platforms, and building modern integration environments. The CRM efforts include successful implementations of a 30,000 agent Siebel and a 46,000 agent Salesforce capability. Frank holds two patents and is the winner of the TRACE3 OUTLIER award for 2015. Frank is currently the Vice President of Digital Transformation and Product Strategy at Salesforce. CHRIS BEAUDIN Strategic Advisor and Board Member Chris is a full -picture, business -minded technologist with over 30 years of industry experience. He has served on both the CIO and CFO senior leadership teams of several Fortune 500 companies. Chris has worked in multiple organizations and disciplines throughout his Marketing, Finance, and Information Technology career. As "CFO for the IT Department' at DIRECTV/AT&T, he was the finance lead for the annual $1.313 IT Strategy and Innovation budget. He played a critical role in building a "$30B entrepreneurial startup" into a successful company for the employees and shareholders. After participating from inception to the blockbuster sale to AT&T, he took different senior leadership opportunities at Live Nation/Ticketmaster and for Nike and Dakine at JR 286. Chris brings a proven track record of enabling the Information Technology and Engineering teams while ensuring transparent financial oversight. Chris retired as the CIO of JR 286, a global leader in the manufacturing and sporting goods industry. RICHARD ALCOTT Strategic Advisor and Board Member Richard is a 25 -year advertising media and marketing executive and an accomplished serial entrepreneur with four successful SaaS-based technology startups. His Tier 1 advertising agency experience consists of operational executive roles at Young & Rubicam, Ammirati Puris Lintas, and Initiative, based in New York and Los Angeles. He left the corporate agency world to help launch venture -funded AudioAudit, a disruptive third -party broadcast digital supply chain solution. As EVP of Marketing and Sales, he successfully grew revenue and Q : ENTERPRISES -,v VALUE -BASED IT SOLUTIONS 1310-362-7400 1 alcottenterprises.com 16 Accolades List of Attachments on the following pages market share that supported AudioAudit's fruitful acquisition by AC Nielsen. Richard's involvement in Otosound began in a capital raising function and transformed into leading the successful operational turnaround of the technology life science startup. More recently, he is involved with several advertising -driven technology companies involved in music, entertainment, and digital solutions. Richard continues to consult with CapGenic Advisors as a Subject Matter Expert. Attachements Links https://www.crn.com/rankings-and-Iists/msp2O24-detaiIs?c=164 https://www. microsoft.com/en-us/microsoft-365/windows/windows-autopilot Gartner — Analyst reference by request Alcott Buys Shadow Systems - Los Angeles Business Journal (labusinessiournal.com) https://www.alcottenterprises.com/article-manhattan-beach-business-io Alcott's Standard SLA Schedule — Page 18 References — Page 20 Pricing Estimate Spreadsheet — Page 21 Alcott Service Plans — Page 23 Signed Insurance Requirements — Page 28 Signed Non -Collusion Affidavit— Page 29 Signed Acknowledgement of Addenda — Page 30 A ALCOTT ENTERPRISES �I r: -L-)-: A .' ;cv VALUE -BASED IT SOLUTIONS 1310-362-7400 1 alcottenterprises.com 17 AALCOTT ;QpENTERPRISES INF(iI:v1C,:l[�h; IECHN'J.vi r Attachment B: Service Levels Statement of Work Commencing on the Go Live date, AE will begin to monitor and measure the Services specified in this Attachment B, Services Levels in accordance with the level of AE service plan chosen by the Client. Upon request by Client, AE will provide reports comparing the actual Service Levels achieved to the target Service Levels in this Attachment B beginning in the six months of Go Live operations. Standard support hours of operation are 9:00 am to 5:00 pm PST, Monday —Friday, excluding Federal and State observed holidays. Any support given outside of the standard hours is considered After Hours Support. After Hours Support may be included in the service package purchased by Client, otherwise After -Hours Support is billed in accordance with the terms in Attachment C — Charges and is considered out of scope. Services Measured Services are measured for purposes of determining AE's actual Service Level performance under this SOW and are set forth below. The Standards in the table below depict the Service Level Targets and how AE defines them in AE's sole discrestion. Service levels only apply to supported systems and hardware. Any requests by Client to escalate a matter to a higher priority level will be subject to additional fees and costs, in AE's sole and reasonable discretion. These targets may be adjusted from time -to -time by mutual agreement to better reflect actual performance. Service Levels Table 8-1 Service Incident Resolution AE Priority Levels are defined as: Applicable Definitions Priority One — Critical* The request is of the highest priority . Client reports a significant loss of critical business function, and there are no workarounds available. The issue will typically impact multiple end users and/or geographic locations. • To ensure service levels, these issues should be called in via phone and accompanied by communication via email. Priority Two — High* The request is urgent. Client reports partial business functions are not operable. However there are workarounds available. The issue is time sensitive as extended disruption could impact business operations. • To ensure service levels, these issues should be called in via phone and accompanied by communication via email. Priority Three — Normal The request is important. Client is able to work at an acceptable level awaiting issue to be resolved. Degradation or loss of non-critical business function Priority Four — Low Low impact request . Initial AE Response SLA In any 6 -month period, 90% of priority 1 problems will be responded to within 15 minutes during defined standard and after-hours support. Response activity to include tracking, escalation, and status updates every 4 business hours until resolution. In any 6 -month period, 90% of priority 2 problems will be responded to within 2 hours during defined standard and after -hour support. Response activity to include tracking, escalation, and status updates every business day until resolution. In any 6 -month period, 85% of priority 3 problems will be responded to within one business day during defined standard support hours. Response activity to include tracking, escalation, and status updates every two business days until resolution. In any 6 -month period, 85% of priority 4 problems will be responded to within one business day during defined standard support hours. Response activitv to include tracking, escalation, ©2024 by Alcott Enterprises, LLC 18 All Rights Reserved. Proprietary and Confidential. V10.0 December2023 AALCOTT ;Q:;; ENTERPRISES - 1. ..... Statement of Work Service Applicable Definitions Initial AE Response SLA and status updates every three business days until resolution. Priority Five — General Inquiry In any 6 -month period, 85% of priority 5 General investigation of low impact problems will be responded to within item. three business days during defined standard support hours. Response activity to include tracking, escalation, and status updates every five business days until resolution. Priority Six — Planned Event In any 6 -month period, 85% of priority 6 Advance request. Special purpose problems will be responded to within priority is for requests that can be four business days during defined scheduled well in advance. standard support hours. Response activity to include tracking, escalation, and status updates every five business days until resolution. Priority Seven — Outside AE's N/A Control Incidents that are outside of AE's control. Cases Cases issued Report ticket activity semiannually or upon request. Cases closed Report ticket activity semiannually or upon request. Cases open / archived Report ticket activity semiannually or upon request. ©2024 by Alcott Enterprises, LLC All Rights Reserved. Proprietary and Confidential. 19 V10.0 December2023 Please fill in the information below including referencing Reference Document what project you are reponding to and the name of your company on lines 4 and 5 Project Name Managed IT Services, RFP #CM2024-001 Company Name Alcott Enterprises Number Reference Government Year Installed Contact Name Contact Email Contact Phone Number List up to 5. Please do not list more than 5. NEI United States Department of Housing and Urban 1 Development 2002 to present Twila Bonds Twila.L.Bonds@hud.gov 310-597-6546 United States Department of Housing and Urban 2 Development 2002 to present Alan Danan alan.danan@hud.gov 213-598-5142 United States Internal Revenue Service, Return 3 Preparer Office 2005 to present Claire Traylor Claire. M.Traylor@irs.gov 213-372-4159 Manhattan Beach Chamber 4 of Commerce 2017 to present David Archer david@manhattanbeachchamber.com 949-422-0873 5 GH Group Inc 2016 to 2023 1 Daryl Kato darylkato@gmail.com 310-266-5492 List up to 5. Please do not list more than 5. NEI La Quinta, CA Managed IT Services Solution ow ease provide pricing tor your total propose All Alcott Services included $ - $ 481,600.00 $ 481,600.00 $ 481,600.00 $ 481,600.00 $ 481,600.00 $ 2,408,000.00 $ 481,600.00 $ 481,600.00 All inclusive service Alcott Managed IT Plan, Initiative Plus in the proposal solution. pricing Included in Proposal, this Row 8-16 (where applicable): Please provide a break -down includes two dedicated of pricing for all module offerings. If your modules do not resources for daily onsite $ $ $ $ $ $ $ $ $ line up in name or functionality to the functions for La Alcott Managed IT, Dedicated Resources, 2 support. Included in our package Quinta, you may clarify in the description what activities the $ - $ - Implementation $ - $ - $ - $ - $ - $ - Alcott Defense, Continuous Penetration Testing, Monthly in the proposal modules perform. Description Pricing (if Year 1 Pricing Year 2 Pricing Year 3 Pricing Year 4 Pricing Year 5 Pricing Total 5 -Year Year 1 Renewal Year 2 Renewal Notes /Assumptions applicable) services included in the $ - $ - Pricing Pricing Pricing s - If needed you may add additional lines below if there are - Alcott Consulting, Virtual CIO proposal Included in our additional modules to price. X X $ $ $ - - - $$ $ - s - - s $ X If there is a separate implementation cost please list it in $ $ $ - $ $ $ 5 X X $ $ column D. You do not need to create line item pricing here, $ $ $ - s - X X $ $ $ - $ - $ - $ - s - X X $ $ $ - $ - $ - $ - All inclusive service X X $ $ $ - $ - $ - $ pricing. Additional new Managed IT Services Solution (as proposed) $ - $ 481,600.00 $ 481,600.00 $ 481,600.00 $ 481,600.00 $ 481,600.00 $ 2,408,000.00 $ 481,600.00 $ 481,600.00 hardware and licensing, are in addition to. 21 All Alcott Services included $ - $ 481,600.00 $ 481,600.00 $ 481,600.00 $ 481,600.00 $ 481,600.00 $ 2,408,000.00 $ 481,600.00 $ 481,600.00 All inclusive service Alcott Managed IT Plan, Initiative Plus in the proposal pricing Included in Proposal, this includes two dedicated resources for daily onsite $ $ $ $ $ $ $ $ $ Alcott Managed IT, Dedicated Resources, 2 support. Included in our package All Alcott Services included $ - $ - $ - $ - $ - $ - $ - $ - $ - Alcott Defense, Continuous Penetration Testing, Monthly in the proposal Included in our package All Alcott Consulting services included in the $ - $ - $ - $ - $ - $ - s - s - $ - Alcott Consulting, Virtual CIO proposal Included in our package X X $ $ $ - - - $$ $ - s - - s $ X X $ $ $ - $ $ $ 5 X X $ $ $ - $ $ $ - s - X X $ $ $ - $ - $ - $ - s - X X $ $ $ - $ - $ - $ - s - X X $ $ $ - $ - $ - $ 21 La Quinta, CA Managed IT Services Solution 22 Please provide pricing for any additional services and/or services rates. These should be included in the contract as optional so they can added Implementation to the contract as needed. Please add additional rows if needed. If there Pricing Annual Pricing Assumptions / Notes are not specific services, please provide rates for professional services hours. 1 Non Alcott Procured Equipment - New Computer Deployments $ 250.00 $ As needed, per device 2 Non Alcott Procured Equipment - New Sever Deployments $ 2,000.00 $ As needed, per device 3 Non Alcott Procured Equipment - New Network Equipment Deployments $ 1,000.00 $ As needed, per device 4 Email Migration Services Per Mailbox $ 100.00 $ As needed, per mailbox 5 File Storage System Migrations Per TB $ 2,400.00 $ As needed, per TB 6 Computer or Identity Profile Migrations $ 100.00 $ - As needed, per migration. 7 Tier 1 Support Tech, Per Hour Per Tech $ 100.00 $ - Additional rates for any out of scope work 8 Tier 2 Support Tech, Per Hour Per Tech $ 120.00 $ - Additional rates for any out of scope work 9 Tier 3 Support Tech, Per Hour Per Tech $ 145.00 $ - Additional rates for any out of scope work 10 $ - $ - 11 $ - $ - 12 $ - $ - 13 $ - $ - 14 $ - $ - 15 $ - $ - 22 ALCOTT ENTERPRISES Package LT. as a Value Based Service Alcott Managed IT Service Packages . Digital Workspace management for Microsoft 365, Google, phone systems, and document PackageWhat storage Foundation Core Initiative This entry-level support plan is This plan is for organizations with Your complete IT team. These designed for startups or smaller one or more locations seeking organizations have demanding organizations that typically do not remote and onsite support but not environments that typically have have an office location or servers requiring weekends or after-hours. one or more locations, seeking and do not require onsite, This option provides predictable onsite and remote Support weekend, or after-hours support. pricing with mid-level cyber 24x7x365. Cybersecurity and phones, security cameras, printers, and internet service providers security and backup services backup are paramount, or they included. have high compliance • Third -party SaaS application support for any approved applications requirements. Package Foundation • Unlimited remote help desk, 9 am - 5 pm Monday — Friday . Digital Workspace management for Microsoft 365, Google, phone systems, and document storage • Simple device management of PCs and Macs • Managed cyber security services, Alcott Defense Essentials Plan • Managed Backup for PCs and Macs • Basic tier 1 reactive network support Core . All of the Foundation Plan Plus • Unlimited onsite support visits at no additional cost • Guaranteed response times within 15 minutes and next business day onsite support • Proactive device management for PCs, Mac, and Windows servers. • Managed backup and disaster recovery for PCs, Macs, servers, email, and storage systems • Managed network operations center (NOC) with 24/7 monitoring of network devices, phones, security cameras, printers, and internet service providers • Proactive managed cyber security for protection against sophisticated threats, Alcott Defense Advanced Plan • Third -party SaaS application support for any approved applications • Vendor management • Procurement services Initiative o All of the Core Plus Plan • 24x7x365 Support, Remote and Onsite, with a guaranteed time onsite within 4 hours • Managed Cyber Security Alcott Defense Complete Plan for comprehensive cybersecurity • Full mobile device management • Industry -specific application support • Compliance management with customized industry -specific audit framework • Ongoing strategic planning and guidance, with 2 hours/month of vCIO service • Public cloud infrastructure support for Microsoft Azure, Amazon Web Services, and Google • Database maintenance and support • Cloud engineering and DevOps support • API ands stems integrations, management, and support Initiative • All of the Initiative Plan Plus • A guaranteed time onsite within 2 hours • Dedicated onsite resources for daily support • Unlimited Virtual CIO and PMO Services • Monthly penetration and vulnerability testing Please see the additional page for the technical details. ©2024 by Alcott Enterprises, LLC All Rights Reserved. Proprietary and Confidential. 23 V3.0 January 2024 ALCOTT ENTERPRISES I.T. as a Value Based Service Technical Service Details Alcott Managed IT Service Package Details OfferedServices Unlimited Number of PC and Mac Devices Supported Foundation ✓ Core ✓ ✓ Unlimited Number of Windows Servers Supported ✓ ✓ Unlimited Number of Onsite Support Cases ✓ ✓ Unlimited Remote Support, Business Hours (9 am - 5 pm M -F) ✓ ✓ ✓ Unlimited Remote Support, 24/7 ✓ Support Service Level Agreement (SLA) ✓ ✓ Guaranteed Next Business Day Onsite Support ✓ ✓ Guaranteed Onsite Support within 4 Hours, 24/7/365 ✓ Email System Administration by Certified Solution Experts ✓ ✓ ✓ Productivity Applications Support (i.e., MS Word, Outlook, etc.) ✓ ✓ ✓ Internet and Internal Network Support, Reactive Basic Tier 1 ./ ✓ ✓ Telephone (VOIP) and Conference Phone Support ✓ ✓ ✓ Business and Document Storage and Administration ✓ ✓ ✓ Industry -Specific Applications Support and Administration ✓ Procurement Service for IT Hardware and Software ✓ ✓ Annual IT Vendor Contracts and Capability Reviews ✓ Advanced Enterprise Network Administration and Support* ✓ ✓ Advanced Security with Proactive Threat Protection Against Malware, Viruses, and Network Intrusion* ✓ ✓ Security Camera and Video Management Support ✓ ✓ ✓ Enhanced Email System and Identity Management ✓ ✓ Point of Sale Systems Support ✓ ✓ ✓ Industry -Specific System Configuration and Compliance Review* ✓ Annual IT Strategy and Solution Roadmap Reviews (lite) ✓ Cloud App and Systems Integrations with API Support ✓ Advanced Cloud Infrastructure Support, 24/7 ✓ Access to AE's NOC (Network Operations Center) Service ✓ ✓ Proactive Realtime Networking and Infrastructure Monitoring, 24/7 ✓ ✓ 24/7 Network Remediation, Resolution, and Management ✓ Unlimited Cloud Engineering and DevOps support ✓ Cloud Database Maintenance and Support ✓ API integrations and maintenance ✓ *May require additional hardware and license. Hardware and licensing are sold separately. Some industries may require fees. *Cloud maintenance charges not included. ©2024 by Alcott Enterprises, LLC All Rights Reserved. Proprietary and Confidential. 24 V3.0 January 2024 ALCOTT ENTERPRISES I.T. as a Value Based Service Alcott Defense, Managed Security Services Security Solutions Industry-leading anti-virus and malware protection for PCs and Macs powered by Machine Learning and Artificial Intelligence Essentials ✓ Advanced ✓ Complete ✓ Enterprise Device Management (EMM) ✓ ✓ ✓ PC/Mac Performance and Patch Management ✓ ✓ ✓ Anti-virus and malware protection for mobile devices ✓ A secure cloud -based internet gateway with predictive security powered by machine learning and artificial intelligence ✓ ✓ Advanced DNS and IP layer security enforcement ✓ ✓ Intelligent protection against ransomware and sophisticated types of attacks ✓ ✓ Cutting-edge content filtering and block lists ✓ ✓ Protection for users onsite, remote, and site visitors ✓ ✓ SaaS application monitoring and usage reporting ✓ ✓ Internal networks and group policy integration ✓ ✓ Granular reporting on network and security activity ✓ ✓ Integrated existing security measures with custom APIs ✓ ✓ Access to AE's 24/7 Security Operations Center (SOC) service ✓ Active device monitoring for realtime detection of compromised devices in your organization ✓ Advanced breach detection and prevention ✓ Realtime monitoring of open and closed -source intelligence sources to identify actionable information for reporting to facilitate proactive defensive actions ✓ Includes 24/7 monitoring, investigation/mitigation, intelligence analytics, near -real-time removal/blocking of digital threats ✓ Cybersecurity awareness training solutions with engaging content and always -current training assets ✓ Automated security awareness programs with seamless reporting ✓ Unlimited, customizable email phishing campaigns and security tests ✓ Safeguard your PCs and Macs from physical theft with firmware- embedded "LoJack" solutions, empowering investigations and recovery of stolen devices. ✓ Geofencing and GPS tracking of PCs and Macs with unauthorized device movement detection ✓ Insider threat prevention and detection with behavior analytics ✓ Employee monitoring and compliance management with defense with data loss prevention ✓ Insider audit and forensics capabilities ✓ *May require additional hardware and license. Hardware and licensing are sold separately. Some industries may require fees. ©2024 by Alcott Enterprises, LLC 25 All Rights Reserved. Proprietary and Confidential. V3.0 January 2024 ALCOTT ENTERPRISES - ... it. . I.T. as a Value Based Service Backup and Disaster Recovery Services Backup and DR Solutions Enterprise -grade file and folder level backup for PC/MACs Essentials ✓ Advanced ✓ Complete ✓ Daily PC/MAC image and snapshot backups ✓ ✓ Encrypted file backup version history of up to 30 days ✓ ✓ ✓ Extended file backup version history of up to 1 year of file history ✓ Email system backup with unlimited storage ✓ ✓ Complete Backup and Restore of Microsoft 365, Google Workplace, Box, Dro box, and Salesforce. ✓ ✓ Cloud backup of Onsite Storage (NAS) per GB* ✓ ✓ Server and Virtual Machine backup, per GB* ✓ ✓ Backup & Recover: Server Images (Bare Metal and/or Virtual Machines ✓ ✓ Recovery Option - Local Image Boot/Spin-up ✓ Recovery Option - Cloud Image Boot/Spin-up ✓ Full Site Backup of your physical or virtual computing environment* ✓ Multiple -workload support for VMs, servers, SQL, and other databases* ✓ Store backups in locally redundant storage (LRS), geo-redundant storage (GRS), and zone -redundant storage (ZRS)* ✓ Protect data against ransomware attacks by enabling multiple -user authentication as an additional layer of authorization for critical operations* ✓ Fully control how to protect and access your data with customer- managed keys that use 256 -bit AES encryption* ✓ *May require additional hardware, licensing, and site surveys. Hardware and licensing are sold separately. Some industries may require fees to meet compliance. ©2024 by Alcott Enterprises, LLC 26 All Rights Reserved. Proprietary and Confidential. V3.0 January 2024 ALCOTT ENTERPRISES r Additional Add On Services I.T. as a Value Based Service Cloud Storage Service Alcott's cloud storage listed below is in addition to our service packages. Organizations can choose additional services to tailor their IT services to meet their needs. AE Cloud StorageAdvanced Unlimited cloud storage space ✓ ✓ ✓ Access and use your data without taking up your local hard drive to sync and store data ✓ ✓ ✓ Storage administration and management ✓ ✓ ✓ Microsoft Office 365 and G Suite Integration ✓ ✓ ✓ Data loss protection ✓ ✓ ✓ Advanced admin & controls ✓ ✓ HIPAA/HITECH-eligible, Fed RAMP ✓ Single File Size Limit of 15GB ✓ ✓ ✓ Single File Size Limit of 50GB ✓ Desktop (PC and Mac) and mobile access ✓ ✓ ✓ File version history ✓ ✓ ✓ SSL & at -rest 256 -bit AES Encryption ✓ ✓ ✓ Password policy and two -factor authentication ✓ ✓ ✓ Active directory & SSO (Single Sign -On) integration ✓ ✓ ✓ Advanced user activity & security reporting ✓ ✓ ./ Custom branding ✓ ✓ ✓ Unlimited external collaborators ✓ ✓ Metadata & custom templates ✓ ✓ PCI DSS Compliant ✓ ✓ Full Content Statistics, User Activity Tracking, and Management ✓ ✓ Workflow automation (lite) ✓ Unlimited integrations, including DLP & eDiscovery ✓ Document watermarking ✓ 100,000 API calls per month ✓ Automatically classify sensitive data. ✓ Native protection of your content against advanced malware and ransomware attacks, powered by deep Machine Learning and Al ✓ Empower your security with timely alerts for potentially compromised accounts, data exfiltration, and other malicious activity. ✓ Content lifecycle management to reduce enterprise risk ✓ Streamline your content governance with flexible retention schedules, reservation for defensible discovery, and disposition management. ✓ Seamlessly customize retention policies to fit your specific needs and maintain compliance — from HIPAA and FINRA to GDPR, CCPA, and more. ✓ eDiscovery and litigation preservation of all content ✓ 27 ©2024 by Alcott Enterprises, LLC All Rights Reserved. Proprietary and Confidential. V3.0 January 2024 ta ATTACHMENT 2 INSURANCE REQUIREMENTS ACKNOWLEDGEMENT Must be executed by proposer and submitted with the proposal I Jordan Alcott confirm that Alcott Enterprises (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 Founder and CEO (Title) of Alcott Enterprises (Company) Page 11 of 13 28 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 28 ta v:Ll 11 ll�L\I ATTACHMENT 3 NON -COLLUSION AFFIDAVIT FORM Must be executed by proposer and submitted with the proposal IJordan Alcott (name) hereby declare as follows: I am Founder and CEO of Alcott Enterprises (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.I---- � Z . q n Proposer Signature: Proposer Name: Proposer Title: Company Name: Address: Jordan Alcott Founder and CEO Alcott Enteprises 21143 Hawthrone Blvd, Suite 194, Torrance CA 90503 Page 12 of 13 29 ta v:Ll 11 l��L\I ATTACHMENT 4 ACKNOWLEDGEMENT OF RECEIPT OF ADDENDA Must be executed by proposer and submitted with the proposal; If no addenda has been issued, mark "N/A" under Addendum No, indicating Not Applicable and sign ADDENDUM NO. N/A SIGNATURE INDICATING RECEIPT Page 13 of 13 30