CendienMarlcftplaw-dty
Company:
Cendien
Email:
vendor@cendien.com
Contact:
Israel Denis
Address:
1846 E Rosemeade Parkway
Suite 200
Carrollton, TX 75007
Phone:
(214) 202-5896
Website:
http://cendien.com
Submission Date:
Mar 1, 2024 5:57 PM
Marketplace.city
Marketplace.city General
Andrew Watkins, President and COO
500 West Madison, Chicago, IL 60661
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RESPONSE DEADLINE: March 1, 2024 at 7:00 pm
Report Generated: Monday, March 4, 2024
Cendien Response
CONTACT INFORMATION
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ADDENDA CONFIRMATION
Addendum #1
Confirmed Mar 1, 2024 4:56 PM by Israel Denis
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
20240301_LaQuinta_Cendien_Tech_Proposal.pdf20240301_LaQuinta_Cendien_Price_Proposal.pdf
2. Cybersecurity
PLEASE CONFIRM YOU ARE ABLE TO PROVIDE CYBERSECURITY/NETWORK SECURITY SERVICES, INCLUDING ANTI-VIRUS, SECURITY
UPDATES AND PATCH MANAGEMENT.*
Yes
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PLEASE DESCRIBE YOUR INCIDENT RESPONSE FOR A SECURITY EVENT.*
Maximum response length: 300 characters
A. Preparation:
B. Detection and Analysis:
C. Containment:
D. Eradication:
E. Recovery:
F. Post -Incident Audits and Lessons Learned:
HAVE ANY OF YOUR CLIENTS EXPERIENCED A RANSOMWARE ATTACK IN THE LAST 12 MONTHS? IF SO, HOW DID YOUR COMPANY
RESPOND?*
Maximum response length: 300 characters
Our team was able to swiftly respond to this crisis. We successfully restored all servers and user devices. The data loss and disruption
were kept to a minimum to two days.
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
• Certified Information Systems Security Professional (CISSP)
• CompTIA Security
• Certified Information Security Manager
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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
Here's our general approach to real-time perimeter monitoring:
A. Deploy Security Tools:
B. Network Traffic Analysis:
C. Threat Intelligence Integration:
D. Automated Alerts:
E. Incident Response Plan:
F. Regular Updates and Patches:
G. Continuous Improvement:
DO YOU MAINTAIN 24/7/365 HEALTH MONITORING AND AVAILABILITY OF THE DELIVERY PLATFORM?*
Maximum response length: 300 characters
Yes
Here's our general approach:
A. Monitoring Tools:
B. Alerts:
C. Dedicated Teams:
D. Redundancy:
E. Regular Maintenance:
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F. Disaster Recovery Plan:
G. Reporting:
DO YOU PROVIDE ANNUAL SECURITY ARCHITECTURE REVIEW AND VULNERABILITY ASSESSMENTS?*
Maximum response length: 300 characters
Yes
3. Network Reliability
PLEASE CONFIRM YOU OFFER NETWORK MANAGEMENT AND INFRASTRUCTURE SUPPORT SERVICES.*
Yes
CAN YOU PROVIDE INSTALLATION, CONFIGURATION, ADMINISTRATION, AND MAINTENANCE OF ALL NETWORK EQUIPMENT
INCLUDING SWITCHES, FIREWALLS, ROUTERS, CABLING, WIRELESS ACCESS POINTS, AND OTHER DEVICES?*
Yes
PLEASE LIST THE STEPS TAKEN TORE PAIR AN INTERNET OUTAGE, INCLUDING COMMUNICATION AND ESCALATION PROTOCOLS. HOW
LONG DOES IT USUALLY TAKE TO RESTORE INTERNET, AND HOW OFTEN DO CLIENTS HAVE OUTAGES?*
Maximum response length: 300 characters
A. Detection:
B. Initial Assessment:
C. Communication:
D. Investigation and Troubleshooting:
E. Escalation:
F. Resolution and Restoration:
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G. Follow-up Communication:
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
Yes we partner with 1SimplePhone and we can provide full phone support.
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
NA
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).*
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Yes
IF NO, PLEASE ELABORATE.
Maximum response length: 300 characters
NA
WHAT IS YOUR PROCESS FOR KEEPING TRACK OF ALL LA QUINTA IT INVENTORY?
Maximum response length: 300 characters
We use PSA and AssetTiger to track IT inventory.
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
Service tickets can be created via phone, email, text or the Cendien support portal support@cendien.com .
PLEASE DESCRIBE THE LOCATION OF YOUR OFFICE HEADQUARTERS.
Maximum response length: 300 characters
Dallas, Texas
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
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No we do not have local offices in California but we can fly there.
DURING BUSINESS HOURS, HOW LONG WOULD IT TAKE SOMEONE TO ARRIVE ON-SITE IN THE EVENT OF AN IT EMERGENCY?
1-2 hours
DURING AFTER HOURS, HOW LONG WOULD ITTAKE SOMEONE TO ARRIVE ON-SITE IN THE EVENT OF AN IT EMERGENCY?
3-5 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?
We can provide a resource onsite for the duration of the project.
WILL THE ON-SITE TECHNICIANS BE ABLE TO WORK CONCURRENTLY WITH CITY STAFF'S WORK SCHEDULE, INCLUDING AS -NEEDED
ADJUSTMENTS TO WORK LATER HOURS FOR EVENTS SUCH AS CITY COUNCIL, COMMISSION HEARINGS, AND SPECIAL EVENTS AT CITY
HALL AND OTHER LOCATIONS?*
(Monday through Friday 7:30am to 5:30pm) (Tuesdays may require working as late as 10pm occasionally with notice in advance) ONE
ON-SITE TECHNICIAN MUST ALWAYS BE PRESENT
Yes
PLEASE DESCRIBE THE GUARANTEED AND AVERAGE RESPONSE TIME FOR REQUESTS DURING BUSINESS HOURS AND AFTER HOURS.
Maximum response length: 300 characters
Response Time Low Medium High Critical
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Acknowledgement Resaonse Time
2 hours 1 1 hour I 30 min I 15 min
Service Request Initial Contact Time
4 hours 12 hours I 30 min I 15 min
PLEASE UPLOAD RESPONSE TIME AND SUPPORT SLAS.
20240301_LaQuinta_Cendien_Tech_Proposal.pdf
WHAT IS THE AVAILABILITY OF KEY STAFF DURING NORMAL BUSINESS HOURS?
Maximum response length: 300 characters
Sam - 5pm
ARE THERE ANY PENALTIES FOR YOUR COMPANY IF GUARANTEED RESPONSE TIMES AREN'T MET?*
Maximum response length: 300 characters
NA
DESCRIBE YOUR WORK ORDER/TICKET SYSTEM.
Maximum response length: 300 characters
Service tickets can be created via phone, email, text or the Cendien support portal support@cendien.com
WHAT ARE THE STEPS USED TO ESCALATE CHRONIC OR CHALLENGING PROBLEMS?*
Maximum response length: 300 characters
A. Identify the Issue:
B. Assess Normal Business Practices:
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C. Prepare a Summary:
D. Choose the Right Level of Escalation:
E. Maintain Professionalism:
F. Seek Systemic Analysis:
G. Escalate Gradually:
6. Organizational Governance
THE SELECTED LA QUINTA MANAGED IT SERVICES PARTNER IS EXPECTED TO CONTRIBUTE TO ORGANIZATIONAL GOVERNANCE AND
SUPPORT AND ADHERE TO CITY RULES AND REGULATIONS. PLEASE CONFIRM YOU CAN PROVIDE THESE SERVICES.*
Yes
PLEASE SELECT WHETHER YOU CAN PROVIDE THE FOLLOWING.
User onboarding/offboarding
Active Directory Management
System, network, and application documentation
Regular reporting on purchases, assets, current activities and issues, and project status reports
Provide customized IT policies and provide best practices and recommendations
Have experience in Surplusing and Auditing based on State of California compliance activities for Cities
7. Management of Existing Enterprise Applications
DESCRIBE HOW MAJOR SOFTWARE UPGRADES WILL BE APPLIED. ARE THERE EXTRA FEES FOR UPGRADES? IF SO, PLEASE DESCRIBE.*
Maximum response length: 300 characters
These would be treated individually some we could cover under the MS contract and others would be treated as projects.
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PLEASE DESCRIBE YOUR EXPERIENCE ADMINISTERING MICROSOFT 365 FOR CLIENTS. PLEASE DESCRIBE ANY MICROSOFT 365
CERTIFICATIONS YOU HOLD. *
Maximum response length: 300 characters
We are a Microsoft Partner.
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
very experience.
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
Evaluating New Software:
A. Evaluate Vendor Performance
B. Scalability and Flexibility
C. Integration Compatibility
D. Security and Compliance
Evaluating New Hardware:
A. Performance and Specifications:
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B. Reliability and Durability:
C. Scalability and Upgradability:
D. Compatibility and Connectivity:
E. Cost vs. Value:
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
Please see tech proposal.
9. Prior Experience and Case Studies
HOW MANY TOTAL STATE AND LOCAL GOVERNMENTS USE YOUR COMPANY FOR MANAGED IT SERVICES?*
11-25
ARE THE MAJORITY OF YOUR CLIENTS IN THE PUBLIC SECTOR OR THE PRIVATE SECTOR? PLEASE PROVIDE AN ESTIMATED PERCENTAGE
BREAKDOWN IF POSSIBLE. *
Maximum response length: 100 characters
public sector
PLEASE PROVIDE REFERENCES FOR THE CITY OF LA QUINTA*
Please download the below document, complete, and upload.
• Marketplace.city Reference ..
Cendien Referrences.xlsx
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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
20240301_LaQuinta_Cendien_Price_Proposal.pdfCendien_Pricing.xlsx20240301_LaQuinta_Cendien_Tech_Proposal.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
Devices count and access to IT director and/or IT manager.
PLEASE UPLOAD ANY STANDARD PRICING DOCUMENTS YOU WISH TO SHARE.
ATTACH MENT_2_INSU RANCE_REQUIREM ENTS.pdfATTACHMENT _3_NON-
COLLUSION_AFFIDAVIT_FORM.pdfATTACHMENT_4_ACKNOWLEDGEMENT_OF_RECEIPT_OF_ADDENDA.pdfATTACHMENT_4_ACKNO
WLEDGEMENT_OF_RECEIPT_OF_ADDENDA.pdf
11. Implementation
PLEASE DESCRIBE YOUR IMPLEMENTATION METHODOLOGY, INCLUDING AVERAGE IMPLEMENTATION TIME.*
Maximum response length: 500 characters
2 weeks.
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?*
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Maximum response length: 300 characters
Devices count and access to IT director and/or IT manager.
12. Other
PLEASE SIGN THE FOUR SUPPLEMENTAL DOCUMENTS ATTACHED.
1. Acknowledgement of Insurance Requirements (Attachment 2)
Proposals must include a written statement that, if selected, the proposer will provide the minimum insurance coverage and
indemnification noted in Exhibits E and F, respectively, of the City's Agreement for Contract Services included as Attachment 1.
2. Non -Collusion Affidavit (Attachment 3)
Proposals must include an executed Non -Collusion Affidavit, included as Attachment 3, executed by an official authorized to bind the
firm.
3. Acknowledgement of Addenda (Attachment 4)
If any addendum/addenda are issued, the proposer shall initial the Acknowledgement of Addenda, included as Attachment 4.
ATTACHMENTS
1. Agreement for Contract Services
2. Insurance Requirements Acknowledgement
Must be executed by proposer and submitted with the proposal
3. Non -Collusion Affidavit
Must be executed by proposer and submitted with the proposal
4. Addenda Acknowledgement
Must be executed by proposer and submitted with the proposal
• Supplemental Attachments .docx
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ATTACH MENT_2_INSU RANCE_REQUIREM ENTS.pdfATTACHMENT _3_NON-
COLLUSION_AFFIDAVIT_FORM.pdfATTACHMENT_4_ACKNOWLEDGEMENT_OF_RECEIPT_OF_ADDENDA.pdf
PLEASE INDICATE ANY BUSINESS DESIGNATIONS YOU HAVE:
Select all that apply.
Minority -Owned Business
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.
20240301_LaQuinta_Cendien_Tech_Proposal.pdf20240301_LaQuinta_Cendien_Price_Proposal.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
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March 1, 2024
City of La Quinta
Attn: RFP CM2024-001
78-495 Calle Tampico,
La Quinta, CA 92253
City of La Quinta, CA
Request for Proposal (RFP) #CM2024-001
Information Technology -Managed Services
00
CENDIEN
empowering business
CENDIEN
1846 E Rosemeade Parkway
Suite 200
Carrollton, TX 75007
(214) 245-4580
Cendien — City of La Quinta / 2024 Page 1
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CENDIEN
empowering business
CENDIEN
1846 E Rosemeade Parkway
Suite 200
Carrollton, TX 75007
(214) 245-4580
Cendien — City of La Quinta / 2024 Page 1
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Table of Contents
ResponseSummary................................................................................................................................................3
CompanyOverview................................................................................................................................................5
ServiceApproach & Offerings..............................................................................................................................
12
ClientResponsibilities..........................................................................................................................................
19
Reservationof Rights...........................................................................................................................................
20
Support Service Exclusions..................................................................................................................................
21
ClientReferences.................................................................................................................................................
22
Summary& Conclusion.......................................................................................................................................
28
Cendien — City of La Quinta / 2024 Page 2
Response Summary
City of La Quinta
Attn: RFP CM2024-001
78-495 Calle Tampico,
La Quinta, CA 92253
microsoN
March 1, 2024
Arisma Group LLC, dba Cendien, is delighted to present our proposal for offering Information Technology Managed
Services to the City of La Quinta. Through this proposal, we firmly believe that we possess the necessary skills and
expertise to fulfill the City's service needs to the fullest. Our seasoned team at Cendien has a strong track record
of tailoring IT solutions to align seamlessly with our client's specific requirements. In addition, our ongoing
engagement in providing similar services to various governmental agencies position Cendien as an optimal choice
for partnering with the City of La Quinta.
Upon a successful award, our initial responsibility will be to undertake a thorough assessment of the City's
infrastructure. This evaluation will encompass various aspects, including network element, applications, endpoint,
and server discovery. Our approach will be holistic, leveraging current network management systems, blueprints,
and records to pinpoint every component present within the network. Following discovery, Cendien will deploy
our advanced managed services provider toolkit, which includes platforms such as ConnectWise, SentinelOne, and
Auvik.
Cendien's managed services platforms stand at the apex of innovation, each serving a pivotal role in ensuring a
robust, secure, and efficient IT infrastructure. ConnectWise functions as a powerhouse in remote monitoring and
management, offering a centralized console that facilitates seamless integration and management of IT systems.
It effectively synergizes with SentinelOne, a frontline defense mechanism offering unparalleled cybersecurity
solutions, to create a fortress of safety against a wide array of cyber threats.
Complementing this duo is Auvik, a network management software tool designed to provide complete visibility
and control over your network, ensuring stability and reliability in IT operations. Together, Cendien Managed
Services toolkit forms a triumvirate of technological prowess, bringing an elevated level of security, efficiency, and
innovation to your IT landscape.
By deploying this toolkit, Cendien pledges to usher in an era of uncompromised security and heightened
productivity, guiding the City of La Quinta towards a future where its IT infrastructure is not just a support system,
but a driver of excellence and a facilitator of smooth, uninterrupted operations. It marks the beginning of a journey
towards a technologically empowered, secure, and efficient operational environment, setting a benchmark in
industry standards.
With the powerful capabilities of our toolkit, Cendien will meticulously craft a comprehensive map of your existing
IT environment. This strategic initiative aims to spotlight ample opportunities where the pre-existing network
architecture can be optimized to its fullest potential, while concurrently identifying and noting down all known
security vulnerabilities, laying down a clear roadmap for targeted improvements.
Cendien — City of La Quinta / 2024 Page 3
Microsoft
In a bid to robustly remediate existing security vulnerabilities, our seasoned team will undertake a multi -faceted
approach that encompasses addressing out-of-date firmware and software that pose potential risks. This involves
a strategic overhaul of administrative and user permissions to ensure a seamless yet secure operational milieu,
characterized by well-defined roles and access controls. Furthermore, we pledge to institute appropriate security
protocols, with regular maintenance schedules, to foster a safe and secure environment that stands resilient in the
face of emerging threats and challenges. This dynamic strategy ensures a vibrant IT ecosystem that is both
adaptable and forward-looking, ready to evolve with changing technological landscapes.
In instances where vulnerabilities necessitate alterations to the infrastructure, encapsulating moves, additions,
changes, or deletions (MACD), and/or data storage, Cendien will carefully earmark these for special attention,
managing them as distinct projects. This delineation ensures that each aspect receives the focused expertise it
demands, promoting a well-rounded and strategic approach to security and efficiency. This meticulous process
promises not just to rectify existing vulnerabilities but to transform your IT infrastructure into a powerhouse of
efficiency and security.
By teaming up with Cendien, the City of La Quinta can look forward to a streamlined, secure, and highly efficient
IT environment, where innovation and safety walk hand in hand, paving the way for a future that is technologically
resilient and optimized for success. We sincerely appreciate the opportunity to showcase our qualifications and
present our committed approach to assist the City of La Quinta in achieving a seamless, secure, and robust IT
Support Services. We hold a firm belief in our unique position to undertake this task, drawn from our depth of
experience and a proven track record of successfully steering similar projects to fruition.
At Cendien, we are prepared not just to meet the expectations but to significantly exceed them, thereby emerging
as the most valuable choice for the City of La Quinta. Our team stands ready and eager to undertake the role of
your trusted IT support services partner, bringing to the table a blend of expertise, innovation, and dedication. We
are ready to help the City of La Quinta, promising a collaborative journey towards creating an IT environment that
is a benchmark of excellence and reliability.
Thank you for considering Cendien. We look forward to the prospect of serving the City of La Quinta and forging a
partnership marked by growth, innovation, and mutual success.
Sincerely,
Israel Denis
Managing Director
Cendien — City of La Quinta / 2024 Page 4
Microsoft
Company Overview
Established in 1999, Cendien commemorates over two decades of unparalleled service in transforming the IT
support landscapes. Throughout this illustrious journey spanning more than 23 years, we've been at the forefront
in rallying a team of service -minded professionals who embody talent, dedication, and a deep-seated commitment
to fostering innovation and efficiency in IT environments. At the heart of our services is the creation of a robust
framework meticulously crafted to manage IT environments seamlessly throughout the different phases of the
lifecycle. Our support infrastructure is designed not just to streamline operational dynamics but to delve deeper,
analyzing the intricate nuances derived from these processes, thereby offering innovation and improvement.
Cendien is more than just a service provider; we are your partners in growth, committed to turning visions into
tangible realities, ensuring that every technological endeavor is not just a project but a step towards a future
replete with opportunities and advancements. As we stand on the threshold of a new era in our journey, we invite
you to be a part of this legacy of excellence, to craft a partnership that is synonymous with innovation, reliability,
and unmatched expertise.
Cendien, a renowned Microsoft partner and a full-service provider of Information Technology Support Services, is
proud to bring forward its extensive expertise and resources in extending its services to the City of La Quinta. With
corporate headquarters in Dallas, Texas, we stand tall with a rich heritage of specializing in an array of application
supports ranging from customizations, managed services, implementations to migrations and integrations.
Our firm's proficiency encompasses a wide spectrum of IT domains including, but not limited to, cloud migrations,
disaster recovery, application management, system administration, and network design. We are adept at server
management, overseeing patch and version control, and extending meticulous support for desktops, laptops, and
mobile devices, catering to all facets of IT administration and support requirements. With a team of consultants
and application experts, Cendien is committed to delivering outcomes that not only meet but exceed anticipated
results. Leveraging our deep industry insights and technical acumen, we are confident in our ability to serve as a
valuable Information Technology support partner for the City of La Quinta, bringing to the table services
characterized by precision, reliability, and innovation.
In our effort to provide a comprehensive solution, we are delighted to present this proposal for IT Support Services,
as requested in RFP, with a team of seasoned IT support consultants readily available for both remote and on-site
support as needed. We take pride in fostering a meticulous service delivery model, which is both reliable and
repeatable, facilitating the seamless realization of the client's objectives while adeptly managing all potential risks
associated with the service delivery.
This proposal embodies an unparalleled fusion of outstanding technical and business services, characterized by a
dedicated investment of time and resources to foster a service ecosystem that aligns seamlessly with the City of
La Quinta's objectives. It is crafted with a visionary approach that prioritizes the implementation of client goals,
ensuring a partnership that is resilient, forward -thinking, and grounded in mutual growth and success.
Our history of support services showcases our expertise in furnishing a broad spectrum of information technology
solutions that span across numerous crucial domains. The range of services we offer include, but are not limited
to:
Cendien — City of La Quinta / 2024 Page 5
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• Cloud Migrations: Facilitating smooth transitions to cloud platforms, enhancing efficiency,
and ensuring data security.
• Disaster Recovery: Crafting resilient systems that safeguard critical data and ensure business
continuity in the face of unforeseen circumstances.
• Application Management: Overseeing the optimal functioning of various applications,
ensuring they run seamlessly and meet your operational requirements.
• System Administration: Providing meticulous oversight of your IT systems to ensure stability
and efficiency in operations.
• Network Design: Building robust and efficient network infrastructures that stand as the
backbone of your IT landscape.
• Server Management: Ensuring the uninterrupted and secure functioning of server
environments, supporting the vital operations of your organization.
• Patch and Version Control: Implementing rigorous controls to manage updates efficiently,
keeping systems secure and up to date.
• Desktop and Laptop Support: Offering comprehensive support services for desktops and
laptops to ensure smooth daily operations.
• Mobile Device Administration and Support: Managing and supporting mobile devices to
safeguard data and facilitate seamless access to business resources.
Our commitment to excellence is reflected in our multi -dimensional approach, where we prioritize understanding
and meeting the distinct needs of each client, focusing on providing solutions that are both innovative and reliable.
By choosing Cendien, you are opting for a partner that brings a wealth of experience and a proven track record of
delivering results, promising a collaboration that fosters growth and embraces technological advancements.
People are important to us; they are our most critical asset. We are known for our highly skilled talent and our
high retention. We recruit, invest in, and nurture our Cendien team members so that we can offer our clients
committed staff with top-notch skills who continually seek high performance for themselves and our clients.
Our best -in -class consultants add high value to organizations without the associated burden of hiring or developing
employees. We are a support services firm dedicated to serving our people, clients, and our community. Cendien's
Information Technology (IT) supports services offering is flexible, predictable, and scalable. This enables our clients
to have reliable services to include:
• Faster and more cost-effective services.
• Methodology that centralizes the management of endpoints.
• Implementation of compliant practices that mitigate the risk.
Cendien offers the City of La Quinta's the following differentiators that we believe are critical to the effectiveness
of this engagement.
Cendien — City of La Quinta / 2024 Page 6
Microsoft
Relationship Management
Cendien has a strong relationship management team that will work towards your success. We have a dedicated
Client Managing Director who is committed to overall success of your program. A Client Account Lead would also
be assigned to your organization and will serve as technical delivery lead for requests. The Client Account Lead
role is our designation for leadership over all aspects of client satisfaction and technical delivery and would serve
as your primary point of contact for all aspects of this contract.
Commitment
Cendien is committed to the success of the City of La Quinta's. Upon award, we will collaborate closely with your
team, operating as a genuine partner to empower your clients in the successful execution of their most vital
initiatives. We approach our collaboration with your organization as a genuine partnership, aiming to seamlessly
align with your team and empower your clients in the achievement of their utmost strategic initiatives. Our
commitment is rooted in facilitating and supporting the realization of your objectives, ensuring that together, we
can consistently deliver on the most crucial and impactful projects.
Objectives and Key Capabilities
We understand the pressures that exist to reduce administrative costs while continuing to deliver—and even
increase—the business value delivered from information delivery services. As you move forward, we know your
objectives are twofold: to improve the value delivered by driving efficiency in core IT Services and to build new
capabilities in the areas of new projects.
We understand the City's need for a support partner to provide high-quality information technology support
services with speed and scalability. The following are the core elements of our approach.
Provide Flexibility and Scale – Cendien would work to deliver a flexible model that can scale quickly based on
demand, which includes the ability to deliver onsite and remote. We leverage practices so that you have the most
appropriate resources for each unique situation. You maintain a wide variety of technologies, and we provide you
with an unmatched ability to work across that broad technical landscape.
Easy, Quick Access to Innovation –We have partnerships with the most recognized and successful technology
providers in the industry like Infor, Oracle, AWS, Google, Microsoft and leverage those partnerships to provide
the capability on emerging trends.
Diverse Team, One Culture – Cendien is a culture of dedicated and diverse people. Our team would have the same
depth of expertise across the entire tech landscape you support, they all share a common understanding of what
successful delivery looks like and how to achieve it.
Cendien Firm Snapshot
Cendien stands as a beacon of reliability, expertise, and innovation in the IT services landscape. We are not just a
IT support services provider; we are a partner in growth, ready to forge a journey marked by success, technological
Cendien – City of La Quinta / 2024 Page 7
Microsoft
advancement, and the fulfillment of mutual objectives. With a legacy steeped in success stories, we invite you to
craft a future where possibilities are limitless, and achievements are a constant trajectory. We bring a rich legacy
of expertise and credibility to the table, anchored by impressive credentials and a history of excellence. Here is a
snapshot of what sets us apart:
• Limited Liability Corporation: We operate as a structured entity, ensuring that our operations and
services adhere to the highest standards of legality and corporate governance.
• Long -Standing Heritage: Established in 1999, we are celebrating over 23 years of dedicated service, a
testament to our enduring commitment to excellence and innovation in the IT services sector.
• Strategically Located: Our headquarters are nestled in the vibrant hub of Dallas, Texas, more precisely in
Carrollton, placing us in a nerve center of technological advancements and business opportunities.
• Certified Partnerships: As a certified partner of industry leaders such as Microsoft and Infor, we bring to
the fore a blend of reliability and expertise, delivering solutions steeped in quality and innovation.
• Nationwide Network of Experts: Our team is bolstered by a formidable force of over 50 consultants
spread across the nation, each bringing a wealth of experience and a diverse skill set, ready to tailor
solutions to meet your specific needs.
• Public Sector Engagement: We have carved a niche in the public sector, navigating its unique landscapes
with adeptness and efficiency, and delivering services that meet the high standards of public service
mandates.
• Minority Certified Vendor: We are proud to hold the Minority Business Enterprise (MBE) certification, a
recognition of our commitment to fostering diversity and inclusivity in the business ecosystem.
As we present our candidacy to become your trusted IT support partner, we bring with us this rich background
and a commitment to uphold the values and standards that have defined our journey so far. Let us leverage this
legacy of excellence to foster a partnership rooted in trust, efficiency, and mutual growth.
Arisma Group LLC
•
Limited Liability Corporation
dba Cendien
•
Established in 1999 (23+ years in service)
(214) 245-4580
•
Based in Dallas, Texas (Carrollton)
(888) 353-6744
•
Certified Microsoft and Infor Partner
http://cendien.com
•
Certified Delivery Partner
FEIN: 20-2859158
•
Over 50+ Consultants nationwide
UEL KLD6QM2MTNX5
•
Working in the Public Sector
MKXYFPN734H3
•
Minority Certified Vendor (MBE -Minority Business Enterprise)
•
NCTRCA Minority Certified Vendor (MBE) HMMB47549N0725
Cendien — City of La Quinta / 2024 Page 8
Microsoft
Management Team
Managing Director
Responsibilities: Managing Director, Project Leadership and Oversight, Escalations
Managing Director with a robust foundation in ERP system support, specifically in Financials,
HR, and Procurement, complemented by a strong grasp of IT landscapes and web modules.
With over 27 years of extensive ERP experience, including 25 years specializing in client IT
staffing support, Israel brings a wealth of expertise to the table. His role encompasses a wide
Israel Denis array of responsibilities, such as sourcing resources for project management, conducting scope
analysis, facilitating process reviews, providing application support, devising resource planning
strategies, overseeing business realignment initiatives, managing system setup and testing,
executing data conversions, and conducting user training sessions. In addition to his rich
professional background, Israel holds a master's degree and excels in both written and verbal
communication.
Client Success Manager
Responsibilities: Success Manager; Management, Oversight, Escalations, Issues Resolution.
Experienced IT professional with more than 27 years of expertise in staffing ERP projects.
V V Accomplished Practice Leader and Senior Manager with a focus on ensuring client satisfaction
and delivering successful projects. Proficient in leading technology teams and projects to
Linda VanTran successful completion within budget and on schedule, while effectively managing complexity,
Gebbia mitigating risks, and defining project scopes. This extensive background extends to both public
and private sector environments.
Senior Resource Manager
Project Responsibilities: Project Manager, Issue Resolution, Scope Management.
r
Luis is a seasoned resource manager with over two decades of experience in the Information
Technology sector, boasting a strong background in staffing and personnel management. His
expertise spans various roles, including Systems Consultant, Project Management, and
Technical Systems Manager, highlighting his exceptional ability to lead and coordinate projects
Luis Acevedo effectively. He has a proven track record of successfully overseeing implementations, system
upgrades, and IT development projects in diverse industries, making him a valuable resource
for staffing -related challenges within these domains.
Senior Technical Manager
Project Responsibilities: Technical Project Manager, Managing Tech Scope.
Javier's extensive experience spans multiple domains, granting him a well-rounded expertise
in a range of IT systems and applications. His role involves managing resources, technical
teams, ensuring client environments run smoothly, monitoring systems, and troubleshooting
errors, and executing tasks according to best practices recommendations. In essence, he is
Javier Silva responsible for the effective technical management of IT operations and systems.
Cendien — City of La Quinta / 2024 Page 9
Microsoft
Expertise at Your Service
Cendien prides itself on harboring a robust team of fifty-five full-time professionals, including specialists who have
obtained the prestigious certification of Criminal Justice Information Systems (CJIS) Level 4 Security Awareness.
This assembly of experts stands ready to offer unparalleled support to the City of La Quinta, bringing with them a
wealth of knowledge and a profound understanding of the workings of the CAS environment.
Dedicated Desktop Support Technicians
Our desktop support engineers are the core of our support services, presenting a range of services meticulously
crafted to cater to your every need. They are well -versed in navigating the intricacies of municipal environments
such as the one at the City of La Quinta, embodying a perfect blend of expertise and understanding to offer services
that are both effective and empathic.
Services Tailored to Your Needs
From tasks as simple as replacing a keyboard to taking charge of a complete overhaul of your infrastructure through
redesigning and deploying state-of-the-art systems, we house the expertise to meet a diverse array of needs. Our
engineers adopt a user -centric approach, focused on meeting user needs promptly and efficiently, facilitating a
smooth operational flow devoid of hindrances.
Responsive and Timely Issue Resolution
Understanding the critical role of timely interventions, our team operates with a keen eye on resolving issues
swiftly, ensuring that disruptions are minimized, and productivity is upheld. Their deep-seated understanding of
municipal work environments equips them to anticipate potential challenges and craft solutions that are both
proactive and responsive.
Meet Your Operational Goals with Cendien
As we extend our services to the City of La Quinta, we bring with us not just a service, but a promise; a commitment
to stand by you as reliable partners, ready to foster an environment of growth, security, and efficiency. With
Cendien by your side, you are not just meeting operational goals, but setting new benchmarks in excellence,
crafting a narrative of success steeped in innovation and foresight.
The value proposition that differentiates us:
• Integrated Approach
Understanding business objectives allows us to determine the best technological staffing solution to meet
your unique requirements.
Technology Experts
Specializing in providing staffing support services for the technology you require for your business systems,
programs, and networks.
• Organization's Success
Building a relationship with our clients that facilitates open communication allowing Cendien to be proactive
when presenting staffing solutions to increase the value for your organization.
Cendien — City of La Quinta / 2024 Page 10
Microsoft
The service delivery approach that differentiates us:
• Collaboration
We focus on clients and strong engagement with the end-user community.
• Fit -for -Purpose
We use best -in -class tools and deliver practical scalable solutions.
• Change Management
We make a commitment to change management in every initiative.
Cendien Support Services Framework
Cendien's Managed Services Framework operates on the foundational principle of delivering resilient, scalable,
and secure IT solutions. Our approach is outlined below:
1. Strategic Planning
• Needs Analysis: Determining the specific needs of the City of La Quinta to create bespoke IT solutions.
• Technology Roadmap: Developing a long-term plan to align technology developments with your
business objectives.
2. Implementation
• Infrastructure Setup: Setting up a robust IT infrastructure that is both resilient and tailored to meet your
organization's demands.
• Customization: Personalizing solutions to match the unique requirements of your organization.
3. Operation & Maintenance
• Monitoring and Management: Utilizing state-of-the-art tools to monitor network health, ensuring
optimized operations at all times.
• Responsive Support: Offering quick and efficient support to address any issues, reducing downtime and
maintaining productivity.
4. Continuous Improvement
• Feedback Loop: Establishing a continuous feedback loop for consistent improvements and adaptations.
• Technology Updates: Regularly updating the technology stack to stay abreast of the latest advancements
and maintain a competitive edge.
5. Compliance and Security
• GIS Certified Technicians: Leveraging the expertise of technicians with GIS Level 4 Security Awareness
certification to ensure the highest level of security compliance.
• Risk Management: Implementing strategic risk management practices to safeguard your organization's
data and infrastructure.
Cendien — City of La Quinta / 2024 Page 11
Support Services Tools
ConnectWise / Auvik
• Network Remote Monitoring & Management
• Notification of Network and Endpoint Health
• Detailed Reporting of Network Events
• Database administration maintenance plan
• Secure Backup & Disaster Recovery
• Remote Equipment Configuration
• Device Configuration Repository and Backup
• Tracks Equipment Software/Firmware Versions
Service Approach & Offerings
Microsoft
SentinelOne
• Detect High -Velocity Threats in Real Time
• Proactively Hunt to Uncover Advanced Threats
• Remediate and Rollback Cyber -Attacks
• Customizable Alerting and Notification
• Anomaly and Malware Detection
• Elimination of Malware to Prevent Future Attacks
• 24x7x365 Monitoring, Detection, and Remediation
The City of La Quinta is seeking a support partner to provide comprehensive IT Support Services. To meet the
specific requests herein, Cendien will align the Organization's requests with our service offerings. A condensed
offering is provided below. Here is how Cendien intends to address these needs through a bespoke service
approach.
• Understanding Your Needs
To offer the City of La Quinta the most comprehensive IT support services, including vendor support and
related projects, it is crucial to first gain an in-depth understanding of your unique needs and
expectations.
• Tailored Solutions
With this understanding, we craft solutions tailored to your specific requirements, aligning them
meticulously with our fixed -cost service offerings to ensure budget adherence while not compromising
on the quality and breadth of services offered.
• Holistic Service Offerings
While we present a condensed overview below, it is important to note that Cendien is poised to deploy
its entire gamut of service offerings to manage this account, ensuring a holistic and inclusive approach
that leaves no stone unturned in addressing your IT support needs.
Service Offering
1. Virtual Chief Information Officer (vCIO) Services
Strategic Planning: Assisting in carving out a strategic roadmap for technology integration and utilization.
Policy Formulation: Guiding policy formulation to foster a secure and efficient IT environment.
2. Criminal Justice Information Systems (CJIS) Compliance
Certified Technicians: Leveraging our team of CAS certified technicians to ensure compliance with necessary
regulations.
Cendien — City of La Quinta / 2024 Page 12
Microsoft
Security Protocols: Establishing robust security protocols to safeguard sensitive data.
3. Managed IT Support Services
24/7 Monitoring: Continuous monitoring of your IT infrastructure to ensure optimum performance.
Predictive Maintenance: Leveraging advanced tools to predict and prevent potential issues before they
escalate.
4. Vendor Management and Support
Single Point of Contact: Offering a single point of contact for managing various vendor relationships
efficiently.
Negotiation and Liaison: Assisting in negotiations and liaisons with vendors to secure the best deals and
services.
5. Network Design and Deployment
Infrastructure Overhaul: Overseeing a potential infrastructure overhaul to incorporate the latest technology.
Secure Network Architecture: Developing a network architecture that is both modern and secure, meeting
the stringent requirements of the public sector environment.
6. Disaster Recovery and Cloud Migrations
Recovery Planning: Crafting detailed recovery plans to ensure business continuity in case of unforeseen
disruptions.
Cloud Solutions: Assisting in smooth and secure migrations to cloud platforms for enhanced accessibility and
efficiency.
City of La Quinta's Request
Initial Assessment
Quarterly Microsoft Updates
Monthly Server and Endpoint Updates
Endpoint Back-up services
Complete Technical Support Services
247 Endpoint Monitoring with NOC
24x7 NOC response for system failures
SIEM Monthly Reporting
(activities/updates)
Hardware Refresh
Cendien IT Support Service Offering
Initial Assessment
Desktop Support + Server Management
Endpoint and Server Management + Cybersecurity
System Administration & Backup Services
24/7/365 Help Desk
Remote Monitoring and Management (RMM)
Network Management System (NMS)
Cybersecurity + SentinelOne MDR (Monitoring/Remediation)
Separate Projects
Cendien — City of La Quinta / 2024 Page 13
Microsoft
Virtual CIO (Chief Information Office
The vCIO is a strategic -level Subject Matter Expert (SME), dedicated to your organization's success in partnering
with Cendien as your IT Managed Services Provider. The vCIO is instrumental in executing the Initial Assessment
and coordinating next steps related to the security, visibility, control, and management of your organization's
network. The vCIO works directly with the IT Consultants assigned to your account to provide strategic planning,
solution(s) evaluation, and monthly reports.
Initial Assessment
The Initial Assessment is to validate the existing IT infrastructure, processes, security, compliance, management,
and performance of the organization. This will provide an understanding of the health and state of the IT
infrastructure, allowing Cendien to document and prioritize the areas that need improvement.
IT Asset Management (ITAM)
An IT Asset Management system will be implemented to ensure that The City of La Quinta's IT assets will be used
effectively, efficiently, and securely throughout their lifecycle. This includes Hardware, Software, Cloud Services,
Network, and Digital assets. Cendien's goal will be to upgrade hardware proactively before problems and issues
arise. This will provide the City of La Quinta's staff with updated technical resources appropriate for effective job
functionality.
24/7/365 Help Desk + Onsite Support + Outage Notification
For your "Global Support;' Cendien Technology Management operates a Dallas -based help desk. We are prepared
to accommodate your Help Desk hours from 8:00 A.M. to 5:00 P.M. Monday -Friday. Service tickets can be created
via phone, email, text or the Cendien support portal support@cendien.com . Trouble tickets will be prioritized and
assigned to a technician for prompt resolution. Outside of business hours, on-call technicians will respond
according to the issue urgency/priority 24/7/365.
Desktop Support Services
Device onboarding/ofboarding, pc repair, trouble isolation and repair of hardware devices by a Cendien CAS
Certified Level 4 Security Awareness Technician
Endpoint and Server Management
At Cendien we take a similar approach managing your Endpoints and Servers by supervising the networked devices
to maintain functionality and security. This involves evaluating, assigning, and overseeing access rights, as well as
applying security policies and tools to reduce the risks of attacks. At Cendien, we leverage ConnectWise RMM for
monitoring and maintaining endpoints and servers to operate at peak performance, including management of
hardware, software, security, and backups.
Remote Monitoring and Management (RMM)
Cendien deploys a software platform, ConnectWise, that connects to each networked device for live observation
and control. This will improve IT reliability, productivity, and performance, and enable tasks such as maintenance,
troubleshooting, and assessment.
Cendien — City of La Quinta / 2024 Page 14
Microsoft
Network Management System (NMS)
Cendien's Network Management System solution, Auvik, will be used to collect real-time data from network
elements, such as switches, routers, and access points, as well as from endpoint devices. This tool will aid Cendien
in monitoring the network infrastructure to maintain efficiency, security, and improve performance.
The objective of securing the existing network infrastructure will be primary to maintain functionality for continuity
of business needs. An Information Technology Asset Management (ITAM) solution will be developed to track
hardware model types, determine hardware lifecycle, software in use, and available software updates. Reviewing
database types, functions, and capacity will aid in the development of a data backup schedule.
Network elements and software with available third (3rd) party support agreements will be managed via our
Vendor Management Support services. This allows us to support the unique use case of the Organization's
technology to integrate best with 3rd party solutions. Cendien will make the appropriate updates to the existing
Business Continuity/Disaster Recovery (BCDR) Plan documentation or set up a Professional Services engagement
to create one.
Cybersecurity
Cendien will implement and manage a cybersecurity posture to protect IT related resources. This will include
deploying SentinelOne, a best -in -class cybersecurity platform, which manages hardware and software updates
related to security vulnerabilities, proactively monitors for threats, and educates end users on preventing cyber -
attacks.
Database Administration
Managing and maintaining database management systems (DBMS) software functions to include but not limited
to: Installation, configuration and upgrading of Database server software. Cendien will establish and maintain
sound backup and recovery policies and procedures:
• Implement and maintain database security (create and maintain users, roles, and assign privileges).
• Setup and maintain documentation and standards.
• Plan growth and changes (Capacity planning).
Vendor Management
Partner with the City of La Quinta's 3rd party technology vendors for coordination to facilitate support for critical
systems.
Proiects
Projects will be billed separately from the proposed monthly support agreement. The Initial Assessment may
provide additional opportunities for IT -related improvements to be considered for implementation. Cendien will
recommend projects and create a path to a more stable network, which will be guided by IT industry best
practices.
Cendien — City of La Quinta / 2024 Page 15
�licresnrt
Business Continuity/Disaster Recovery (BCDR) Plan
Disaster recovery is the process of maintaining or reestablishing vital infrastructure and systems following a natural
or human -induced disaster. It employs policies, tools, and procedures. Disaster recovery focuses on the
information technology (IT) or technology systems supporting critical business functions as opposed to business
continuity. This involves keeping all essential aspects of a business functioning despite significant disruptive events.
Disaster recovery assumes that the primary site is not immediately recoverable and restores data and services to
a secondary site. Cendien is prepared to engage in a project to design an IT business continuity plan in conjunction
with a Disaster Recovery plan to mitigate risk related to interruptions in the existing network infrastructure that
could potentially interrupt mission -critical services.
Service Support Structure
Service Request Types
Definitions
Incidents
Unplanned interruption or reduction in quality of an IT service.
Service Requests
Request from a user for information, advice, or access to an IT service ex.
routine service adjustment, such as the provision of user access, or
interface modification.
Request for Change (RFC)
Request for an addition, modification, or removal of anything that
could affect IT Services. This may include IT services, configuration
items, processes, documentation, and other related elements.
Problem
A problem is a cause of one or more Incidents. The problem
management process is responsible for investigation.
Meetings or
Reserve for planning, issues, setups, configuration, management, and
Questions
application related.
Cendien's Remote Help Desk Support
Cendien's Remote Help Desk is headquartered in Dallas, Texas, from where we orchestrate most of our day-to-day
IT support services. Our robust and dynamic support system encapsulates the following features:
Continuous Availability
• Round -the -Clock Support: We offer continuous IT support, ensuring that help is just a call away at any
hour of the day.
• Emergency Response: We prioritize your peace of mind by offering a 24/7/365 help desk, ensuring that
emergency situations are dealt with promptly.
• Business Hours: Our full -staff operations run from 7:00 A.M. to 6:00 P.M. from Monday to Friday,
excluding holidays, to handle regular queries and issues.
• Holiday Schedule: While we observe holidays, our emergency support remains unaffected, ensuring
peace of mind even during holiday breaks.
Cendien — City of La Quinta / 2024 Page 16
Microsoft
Flexible and Multifaceted Communication Channels
• Multi -Channel Support: You can reach out to us and log your service requests through a variety of
mediums including phone, email, text, or through our dedicated Support Portal.
• Microsoft Teams and Email Accessibility: For easy and quick coordination, our support team is
accessible through Microsoft Teams and at support@cendien.com.
• Instant Call Response: We are always available on call to address your concerns promptly.
Automated and Managed Ticket System
• Real -Time Monitoring: Our advanced monitoring platform autonomously creates tickets as issues are
detected, helping to streamline the resolution process.
Coordinated Task Allocation: A dedicated Help Desk Scheduling Coordinator takes charge of
automatically generated tickets, assigning them to competent technicians based on the nature and
urgency of the issues.
Maintenance and Security
• Automated Maintenance: We employ Remote Monitoring and Management software to manage
Microsoft OS updates, security patches, and to automate periodic maintenance tasks, ensuring your
systems are always up-to-date and secure.
• Remote Issue Resolution: Leveraging top -tier IT management tools, we can remotely resolve over 95%
of IT issues, minimizing downtime and enhancing operational efficiency.
Transparency and Documentation
• Comprehensive Documentation: Every service action is meticulously documented in our Freshdesk
ticketing software, providing a transparent view of the service status accessible through the client
support portal.
• Knowledge Base: We maintain a well-documented knowledge base on Freshdesk, which includes details
on network and equipment configurations, inventory, and licensing, ensuring critical data is easily
accessible when required.
• Reporting: Leveraging the documented data, we provide insightful reports that facilitate future planning
and help in keeping a tab on the service performances.
With Cendien's Information Technology Managed Services, you will receive:
Best in Class Tools
For system monitoring, remote support, service requests, and
cybersecurity.
Round the Clock Support
We work and provide 24/7/365 remote support.
Best Practices
Reducing downtime and increasing availability.
Peace of Mind
From a team of experts constantly monitoring your systems
Cendien — City of La Quinta / 2024 Page 17
Microsoft
Total Premier Support - Our comprehensive IT Managed Services plan consists of four (4) key elements that work
together to provide the premium service requested in the RFP.
• Virtual Chief Information Officer (VCIO) - Strategic IT Management Services
• Remote Monitoring & Management – System generated ticketing, automated remediation, automated
notification to engage our on-call engineers to respond to critical alarms 24/7/365.
• 24/7/365 Help Desk - Over 95% of all IT support work can be done remotely from Cendien's Help Desk.
Customer Satisfaction
In addition to communicating with your vCIO, on-site technician, help desk engineers, and other staff members,
you have special ways of communicating with Cendien about how well we are meeting your needs:
Ticket Surveys: Upon completion of Cendien service tickets, a customer service survey email is sent to the user
who initiated the ticket. These quick, 5 -question surveys provide an excellent opportunity for Cendien to be held
accountable for our service levels by those who matter most—the end users.
Quarterly Strategic Review: We provide quarterly strategic meetings to better understand how to align with our
customers. These meetings enable the client to provide feedback on our support, discuss upcoming projects,
review the performance of our engineers, and enable Cendien to provide better overall support.
Remediation, Stabilization & Transformation
Cendien will become familiar with the organizational culture, mission, values, policies, and procedures and
integrate with our client's organization. Our goal is to move away from a "vendor" relationship and become the
client's own IT department. Remediation projects will be completed to eliminate recurring issues and replace
aging/at-risk infrastructure. The IT environment will be stabilized, secured, and standardized. Opportunities to
transform the Client's organization will be discovered. A long-term Strategic IT Plan will be created that will turn IT
into a tool that advances the organization's mission and vision moving into the future.
With Cendien's team support and management expertise, we will help the client execute a support plan. We
believe that you should select Cendien as your IT Managed Services Provider because as a trusted partner, we will
make sure that you have the best services possible, with a team of experts to quickly address issues.
Escalation Process - Cendien's ticket escalation process will begin at the inception of the ticket. A Cendien service
coordinator will triage each ticket based on its Tier:
Level
Description
Low
Client requested troubleshooting of non -business critical problems covered by client's
agreement.
Cendien – City of La Quinta / 2024 Page 18
Microsoft
Medium
Non-critical business operations are impaired. Business operations are functional.
High
Client business operations are partially impaired at one or more sites. Critical services or
applications are available. Non-critical services or applications are not available.
Critical
Critical business operations unavailable at one or multiple sites.
Once the service level of a ticket is determined, a qualified resource will assign it to the first available qualified
resource to begin the troubleshooting process.
Response Time — Please see below.
Response Time
Low
Medium
High
Critical
Acknowledgement Response Time
Time from receipt of client services request to
acknowledgement by Cendien team. Tickets will be created,
2 hours
1 hour
30 min
15 min
and clients will be notified via email of ticket status.
Service Request Initial Contact Time
Time from initiation of ticket and the time a Cendien
4 hours
2 hours
30 min
15 min
Technical resource initiates the troubleshooting process
Client Responsibilities
To foster a successful partnership and ensure the optimal delivery of our services, we require the client to adhere
to the following prerequisites:
General Cooperation
• Remote Service Agreement: The client consents to the bulk of the services being furnished remotely.
• Access and Cooperation: Grant unrestricted access to network components, endpoint gadgets, servers,
and pertinent software/licenses both during and beyond regular business hours to facilitate specified
deliveries.
• Knowledge Sharing: Allow access to existing network diagrams, run books, and engage subject matter
experts for fruitful knowledge transfer.
• Coordination with IT Assets: Ensure smooth collaboration with IT assets pivotal for the fulfillment of
Cendien's deliverables.
Notification and Scheduling
Scheduled Projects: Schedule any project engagements with a minimum notice of two weeks to allow
for adequate preparation and resource allocation.
Critical Personnel Event: Notify Cendien a minimum of 48 hours before any scheduled critical personnel
event and promptly in the case of an unscheduled critical event.
Cendien — City of La Quinta / 2024 Page 19
Microsoft
• Service Interruption Notification: Keep Cendien informed 48 hours prior to any planned event that
might disrupt our services, and without delay in the event of an unforeseen interruption.
Technical Requisites
• Maintenance Downtime: Consent to downtime during the stipulated IT maintenance window to
facilitate routine upkeep and necessary adjustments.
• Critical Security Downtime: Be amenable to priority downtime to address and neutralize critical 0 -day
security vulnerabilities, safeguarding the system from potential breaches.
• Software Adoption: Migrate to Cendien's service software stack comprising ConnectWise, Auvik, and
SentinelOne for integrated service delivery.
Financial Responsibilities
• Cloud Service Expenses: Agree to bear all expenses related to cloud services essential for executing
backups proficiently.
• License and Support Agreements: Uphold the currency of all licenses as well as third -party hosting,
maintenance, and support agreements for the tenure of the contract.
Reservation of Rights
This proposal has been meticulously crafted based on the details furnished by you, coupled with the assumptions
we articulated to encapsulate the substance portrayed herein. We have exerted considerable effort to maintain
the precision of this quotation.
Disclaimers
• Accuracy and Completeness: While utmost care has been undertaken to preserve the accuracy of this
quote, we do not grant any guarantees, either expressed or implied, concerning the exactitude,
completeness, or adequacy of the data delineated herein.
Liability Limitation: We shall not bear responsibility for any errors or omissions present in this quote,
safeguarding us from any liabilities arising due to potential inaccuracies or incomplete information.
Negotiation and Contractual Agreement
• Negotiation Rights: We affirm your entitlement to negotiate and endorse the conditions of any ensuing
contract, a prerogative that we retain as well.
• Mutual Consent: It is a cardinal principle that all contract clauses and stipulations shall be cultivated
through a process of mutual consent, fostering a collaborative agreement that aligns with the objectives
and constraints of both parties.
We anticipate embarking on a productive collaboration with mutual respect and understanding, steering towards
a partnership that is symbiotic and prosperous. This reservation of rights is designed to serve as a preliminary step
in nurturing a business relationship grounded in transparency, diligence, and reciprocal agreement.
Cendien — City of La Quinta / 2024 Page 20
Microsoft
Support Service Exclusions
Support Services Available for Additional Fees.
General
• Onsite Engineering and Onsite Support: While we focus on providing remote solutions, our team can be
dispatched for onsite support based on a bespoke arrangement, including but not limited to
infrastructural assessment and optimizations.
• Custom Reporting: Detailed and tailored reporting solutions to meet your specific informational and
analytical requirements.
Cloud and Database Services
• Cloud Services: Although not part of the package, our vast range of cloud offerings can be explored
separately to find a solution that matches your organizational needs.
• Database Monitoring & Optimization: This encompasses ensuring optimal database performance
through meticulous monitoring and facilitating necessary adjustments for peak functionality.
Cyber Security and Compliance
• Cyber Security Incident Response and Remediation: Immediate action plans for cybersecurity incidents
are available for consultation and deployment, to ensure business continuity and data safety.
• Chief Compliance Officer Responsibilities: Engaging with us for adherence to necessary compliance
mandates and for the systematic audit process is a service we can offer outside the current scope.
• Cvbersecurity Breach Handling without Advanced Cvbersecurity: Handling cybersecurity breaches
without the involvement of our advanced cybersecurity product entails a separate chargeable service.
Hardware and Software
• Upgrades, Additions, or Changes in Equipment or Software: Major overhauls of the existing systems
including hardware swaps and software upgrades will require a separate project consultation.
• End of Life (EOL) Hardware/Software Support: Support services for EOL hardware or software exist but
will be limited in scope and will entail additional costs.
• Firmware and 3rd Party Patching: Assistance with firmware issues and third -party patch management
are available as part of a different package.
Training and Consultation
• Business Application Training: Comprehensive training solutions for a range of business applications are
available upon request.
• IT Standards and Policies Consultation: Consultations regarding IT standards, policy formations, and help
with regulatory audits can be undertaken as separate projects.
• Mobile Device Management: Our experts can help in crafting strategies for the seamless management of
mobile devices in your organization.
Recovery Solutions
Data & Disaster Recovery Remediation not Designed by Cendien: If recovery solutions not designed by
us are deployed, our role in remediation will be limited and charged separately.
Non-Cendien Owned Business Continuity Solutions: Monitoring and management of business continuity
solutions not owned by Cendien are beyond the scope of this contract. Cendien cannot be held liable for
issues arising from solutions offered by a different entity.
Service Level Agreement (SLA) and Equipment
Cendien — City of La Quinta / 2024 Page 21
Microsoft
• Limited Support for Items not Under Warranty: While limited support will be provided for items not
under warranty, persistent issues will necessitate replacement at the client's expense to maintain the IT
environment's security.
• Client's Failure to Replace Recommended Hardware: In cases where the client refrains from replacing
advised hardware, the SLA terms will be deemed unapplicable, thus categorizing services and
remediations as out of contract scope.
Client References
Cendien currently provides IT (Information Technology) Managed Services to Nurse Assist and the City of Concord
using the same model proposed in this response. They are similar in size, scope, and complexity. References will
be provided below for those Managed Services clients. We ask that you email and coordinate the reference check
with the clients before calling them so a time can be scheduled in advance.
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Clients include but are not limited to:
• Nurse Assist
• City of Concord
• Globe Life
• Guilford
• GNC
• MV Transportation
• Regional Transit Authority
• Bon Secours
Hospital Rochester Medical
• JFK Medical Center
• Torchmark
Valley Water
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• Cinemark USA
•
University Health
• CVS Health
•
Arabian Centers
• Arvest Bank
•
Froedtert Health
• Eastern Maine Healthcare
•
McKinsey & Co
• Olathe Medical Center
•
City of Carrollton
• Golden Gate Capital
•
City of Arlington
• Boy Scouts of America
•
Sheridan Healthcare
• Santa Clara Valley Water
•
Novant Health
District
•
Tift Regional Medical Center
• DeVry University
•
Workers Compensation Board of
• Cooks Childrens
Manitoba
Cendien — City of La Quinta / 2024 Page 22
Reference 1: IT Managed Services and Support to Nurse Assist
Project Description
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Assist
Microsoft
Nurse Assist needed assistance supporting their Microsoft Office products which
included management of their Office 365 and Azure tenants. Cendien provided
email security and managed and maintained their IT infrastructure and
surveillance cameras. Cendien also administered company applications, including
ERP application Infor Syteline and Factory Track.
Project Goal/Objective Obtain technical expertise to better manage its applications. Open tickets with
Cendien for incidents and requests and ask for support assistance. Prioritize
project and system automation, strategy, and guidance.
Support Services
• Network Management, Server Management
• Desktop & End User Support
• Security Services, Data Backup & Recovery
• Cloud Services, Email & Communication Systems
• Remote Monitoring & Management
• IT Strategy and Planning
• Compliance and Regulations
• Reporting and Documentation
• User Training
• Infor CSI EDI Implementation
• Windows Maintenance & Upgrades
• IT Helpdesk and IT Managed Services
Dates of Engagement
Project Owners
Team Members
Contact
Contract Amount
Contract Duration
Completion Date
2018 to present, 2 extensions of 5 Years
Israel Denis, Javier Silva
Austin Hynes, Colby Criswell, Luis Acevedo, Shirley Duong, Brian Granados
Ryan Winter
Chief Financial Officer
4409 Haltom Road, Haltom City, TX 76117
(505) 410-5684
rwinter@nurseassist.com
$250,000 (IT Staffing, IT Consulting, IT Managed Services)
5+ years (Status: Ongoing)
12/31/2028
Cendien — City of La Quinta / 2024 Page 23
Reference 2: IT Managed Services and Support to City of Concord
Project Description
corse
Microsoft
City of Concord could not properly support their Infor Lawson ERP Applications
due to limited staff. They needed help with project management, ongoing
support, overall strategy, applying patches, upgrades, improving system
performance, LBI and 4GL development, Year End closing process, supporting
interfaces, and technical/functional expertise to better manage their Infor
applications.
Additionally, City of Concord needed assistance with their Window servers. This
includes database management, updating patches on Windows servers, rebuilding
replication, automating processes, and working with their Infrastructure team.
Project Goal/Objective Provide both functional & technical expertise for issues resolution, business
process improvement, system setup, configuration changes, user requirements,
report design, enhancement requests, and system changes. Cendien was able to
quickly integrate to COC and become an extension of their support team.
Support Services
• Windows 2012 to 2019 Server Upgrade Project
• Windows Server Patching, User Training, Data Optimization
• Functional Support of FIN, SCM, and HCM
• Lawson Payroll/HR, including Year End Support and Patching
• Infor Security Administration / LBI Reports, and Crystal Reports
Development
• Infor ADFS/LDAPS Project / Infor OS Environment Installs
• Lawson Env Upgrade (LSF, Java, WebSphere, Portal)
• BSI TaxFactory Upgrade
• Custom 4GL Program Development
Dates of Engagement 1 2021 to present, 2 years + of providing service
Project Owners I Israel Denis, Linda VanTran Gebbia
Team Members Austin Hynes, Luis Acevedo, Shirley Duong, Nicole Sutti, Lakshmi Damerla, Dave
Alwardt, Javier Silva
Contact Damaris Sambajon
IT Manager, Enterprise Applications
Phone: (510) 207-9737
damaris.sambajon@cityofconcord.org
Contract Amount 1 $300,000 (ERP Staffing, ERP Consulting, ERP Managed Services)
Contract Duration 1 5+ years (Status: Ongoing)
Cendien — City of La Quinta / 2024 Page 24
Microsoft
Completion Date 12/31/2026
Reference 3: IT Managed Services and Consulting to Guilford County
Project Description
Guilford County needed technical and functional expertise to augment their
current team in preparation for migrating to Tyler Munis. They needed system
support, functional expertise, IPA development, and program development for its
conversion to Tyler Munis. They also needed overall guidance in supporting their
Infor applications environment.
Project Goal/Objective
Provide both functional & technical expertise for issues resolution, business
process improvement, system setup, configuration changes, user requirements,
report design, enhancement requests, and system changes. Cendien was able to
quickly integrate to Guilford and become an extension of their support team.
Support Services
• Functional Support of Infor Lawson Payroll/HR Applications
• Infor Lawson Payroll Data Conversion Files to Tyler Munis
• Kronos to Tyler Munis Data Conversion
• Go Live Support on Tyler Munis
• Kronos Upgrade Support
• Custom 4GL Program Development
Dates of Engagement
2019 to present
Linda VanTran Gebbia, Joanne DeLorenzo
Project Owners
Team Members
Joanne DeLorenzo, Lakshmi Damerla, Nicole Sutti, Sharon Jordan, Imran Khan,
Javier Silva
Contact
Sherry Bigelow
Project Manager, Enterprise Applications
(336) 641-4836
sbigelow@guilfordcountync.gov
Contract Amount
$200,000 (ERP Staffing, ERP Consulting)
Contract Duration
4+ years (Status: Ongoing)
Completion Date
12/31/2024
Cendien — City of La Quinta / 2024 Page 25
Reference 4: Application and Managed Services to Santa Clara Valley Water District
Project Description
Volley Water
Microsoft
Santa Clara Valley Water District engaged Cendien to assist with various reports
that Infor was not able to develop or timely deliver. Cendien was able to
successfully develop the reports in Birst, IPA, and ISD (Infor Spreadsheet
Designer). Valley Water also engaged Cendien for Managed Services for the
rollout of its CloudSuite applications for FSM (FIN and SCM) and HCM
applications.
Project Goal/Objective Develop the reports in Birst, IPA, ISD, and demo them to users. In a month's time
frame, Cendien was able to quickly develop the reports. Valley Water also issued
an RFP for Managed Services and Cendien won a multi-year contract to provide
ongoing support for the rollout of CloudSuite to Valley Water's team. Cendien is
optimizing business processes, helping the business to fill the gaps via
configurations and solutions from Cendien. Team in constant review of
processes for complete Infor solutions implementation.
Support Services • Reports Development and System Enhancements
• Functional Support of FIN, SCM, and HCM applications
• Custom IPA Report Development and US Bank Integration Project
• Systems Integrations for: Hyland OnBase, ProjectMate, Water Efficient
• Infor Document Management (IDM) for PO's (Purchase Orders)
• Absence Management Configuration and Setup for Temps/Interns
• ION BODs/ION API/IPA Development
Dates of Engagement 2021 to present, 2 years + of providing service
Project Owners I Israel Denis, Leonard Zemman
Team Members Joanne DeLorenzo, Keerthy Jayavelu, Nicole Sutti, Moyi Banerjee, Imran Khan,
Javier Silva
Contact Linda Huang
Corporate Applications Manager - Software Services
Phone: (408) 630-2459
LHuang@valleywater.org
Contract Amount 1 $400,000 (ERP Staffing, ERP Consulting)
Contract Duration 1 5+ years (Status: Ongoing)
Completion Date 1 12/31/2026
Cendien — City of La Quinta / 2024 Page 26
Microsoft
Reference 5: Application and Managed Services to Regional Transit Authority (RTA)
Project Description The Regional Transit Authority engaged Cendien to assist with managing and
supporting their entire Infor Applications, implementing an ERP Roadmap to
Regional
improve functionalities, alleviate pain points, improve reporting, and achieve
Transportation
Authority user satisfaction.
Project Goal/Objective
Provide both functional & technical expertise for issues resolution, business
process improvement, system setup, configuration changes, user requirements,
report design, enhancement requests, system changes. Implemented Infor
Document Management (IDM) and customized reports in BI FSM / Application
Studio.
Support Services
• Functional Support of Infor CloudSuite Applications (FIN and SCM)
• ERP Improvements & Pain Points
• Technical and Functional Staffing Support
• Infor Document Management implementation
• BI FSM Reports Development and Enhancements
Dates of Engagement
2021 to present, 2 years + of providing service
Project Owners
Asanka DeSilva, Moyi Banerjee
Team Members
Sethu Pathy, Siva Kumar, Sharon Jordan, Nicole Sutti, Moyi Banerjee, Imran
Khan, Javier Silva
Contact
Asha Mathunny
IT Director, Applications Services
Phone: (312) 913-3200
asha.mathunny@rtachicago.org
Contract Amount
$250,000 (ERP Staffing, ERP Consulting)
Contract Duration 1 5+ years (Status: Ongoing)
Completion Date 1 12/31/2026
Cendien — City of La Quinta / 2024 Page 27
Microsoft
Summary & Conclusion
In the dynamic landscape of IT support partners, what sets a service apart is not just the spectrum of services it
offers but the depth of its expertise, the reliability of its systems, and a history of successful engagements that
speak for its efficacy. Cendien stands tall encompassing all these traits, bringing forth an offer that is grounded in
more than two decades of industry experience and enriched with real-time solutions for government IT support
environments.
Expertise and Responsiveness
Our deep-rooted belief in the capabilities we offer stems from the blend of unparalleled IT skills, fortified through
rigorous training and certifications, and a rich repository of real-world experience in governmental IT support. This
allows Cendien to tailor services that meet the distinct needs of the City with a readiness to respond round the
clock, every day of the year, making us a partner you can rely on in every emergency.
The Finest Industry Tools
The Cendien approach is designed with the best the industry has to offer. Our team, equipped with state-of-the-
art tools, functions like a well-oiled machine ensuring not just service, but a service experience that is smooth and
fosters a successful, lasting relationship.
Proactive and Preventative Solutions
We rise above the reactive approach to IT support solutions, ushering in a proactive methodology that
continuously monitors all crucial servers, workstations, and network devices. This vigil ensures that any potential
issues are identified and rectified before they can escalate, promising a seamless operational environment.
Your Virtual IT Department
What we offer goes beyond a support service; it's an experience akin to having a dedicated IT department. A
system where help is a call away, ready to address a vast array of needs remotely through our unlimited in -scope
help desk support, with the added assurance of on-site support as per your requirements.
Cost -Effective Excellence
Our proven methodology ensures an enterprise -class IT department that is not only robust and reliable but also
cost-effective, giving you the best value for your investment, with no compromise on quality and efficiency.
Conclusion
In conclusion, Cendien IT Support Services does not just offer Information Technology Managed Services; we offer
a partnership grounded in trust, expertise, and a commitment to bringing innovative and custom-tailored solutions
to the City of La Quinta. We look forward to the opportunity of fostering a technologically enriched future, where
every IT solution is not just a service but a milestone towards greater efficiency and success.
Cendien — City of La Quinta / 2024 Page 28
March 1, 2024
City of La Quinta
Attn: RFP CM2024-001
78-495 Calle Tampico,
La Quinta, CA 92253
City of La Quinta, CA
Request for Proposal (RFP) #CM2024-001
Information Technology -Managed Services
000
CENDIEN
empowering business
CENDIEN
1846 E Rosemeade Parkway
Suite 200
Carrollton, TX 75007
(214) 245-4580
Cendien — City of La Quinta / 2024 Page 1
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1
000
CENDIEN
empowering business
CENDIEN
1846 E Rosemeade Parkway
Suite 200
Carrollton, TX 75007
(214) 245-4580
Cendien — City of La Quinta / 2024 Page 1
Microsoft
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Table of Contents
Proposal for IT Support Services.................................................................................................................................3
RFP Scope of Services Requirements..........................................................................................................................4
Cityof La Quinta Current Environment......................................................................................................................9
ITSupport Service Pricing........................................................................................................................................ 11
Managed Services & Cybersecurity Offerings......................................................................................................... 13
ProfessionalService Pricing..................................................................................................................................... 14
Cendien — City of La Quinta / 2024 Page 2
Microsoft
Proposal for IT Support Services
Introduction
Cendien is honored to present this proposal in response to the City of La Quinta RFP for Information Technology
Managed Services. Leveraging our experienced team of IT consultants, we are poised to deliver remote support
services designed to meet the complex IT needs of the City of La Quinta.
Proposal Overview
Our proposal outlines a 36 -month partnership, during which we commit to providing comprehensive outsourced
managed services as detailed below. We are convinced that this collaboration will foster a robust and secure IT
infrastructure conducive to achieving the City's objectives.
Scope of Services
We propose to offer the following services as part of our Managed IT Services package:
Remote IT Support Services
Cloud Management
• Helpdesk support
• Cloud infrastructure setup and maintenance
• Network monitoring and management
• Data backup and recovery solutions
• Server management and monitoring
Cybersecurity
Consulting and Advisory
• Firewall and antivirus management
• Strategic IT planning and consulting
• Regular security audits and assessments
• Technology assessment and recommendations
Team Composition
Our team of IT consultants comprises seasoned professionals with expertise in various domains including, but not
limited to:
• IT Strategy and Planning
• Network and System Administration
• Cybersecurity
• Cloud Computing
Service Delivery Model
Our service delivery model is designed to ensure reliability and effectiveness:
• Invested Resources — Employing state-of-the-art technology solutions to ensure smooth delivery.
• Repeatable Service Delivery — Establishing a service model that ensures consistent delivery over time.
• Risk Management — Incorporating strategies to identify and manage risks proactively.
Cendien — City of La Quinta / 2024 Page 3
Microsoft
RFP Scope of Services Requirements
End User Support
Our end-user support services are designed to facilitate efficient operations and provide reliable support for City
of La Quinta's IT environment. Here's a detailed overview of the services we offer:
Help Desk Services
• Help Desk Monitoring and Ticket Resolution: Offering continual help desk monitoring to oversee,
manage, and resolve tickets in a timely manner.
• Automated Ticket Creation:
o System Notifications: Setting up automation for ticket creations triggered by system notifications
without user intervention.
o Issue Tracking and Reporting: Streamlining the process of tracking and reporting issues through
automated systems.
User Support
• End -User Queries and Support: Addressing end-user questions and providing necessary support.
• New User Setup: Facilitating the onboarding process through meticulous new user setups.
• Management of Active Directory and Email Systems: Assisting in the editing or removal of users from
Active Directory domain services and email systems as necessary.
Accessibility and Response Time
• Business Hours: Reachable by telephone from 7:00 am to 6:00 pm, Monday through Friday.
• Emergency Response: Implementing an emergency response system for after-hours assistance requests.
Response Time:
• During Business Hours (8:00 am — 5:00 pm): Committing to a response time within 30 minutes.
• After Hours (5:00 pm — 7:00 am): Ensuring a response time within 30 minutes for urgent service or
assistance requests.
On -Site Support
• Dispatch On -Site Technician: Arranging for an on-site technician to be dispatched for incidents not able
to be resolved remotely. Regular onsite support will be scheduled to liaison with staff in problem solving,
and to engage in planning for future needs.
Network Monitoring and Support
Cendien offers an integrated suite of network monitoring and support services to maintain high uptime and
performance of the City of La Quinta's IT network. Here is a detailed description of our services in this sector:
Connectivity Monitoring and Troubleshooting
1. Internet Connectivity:
• Monitoring: Constant vigilance over your internet connectivity to ensure smooth operations.
Cendien — City of La Quinta / 2024 Page 4
Microsoft
• Troubleshooting: Swift identification and resolution of any issues affecting internet connectivity to
minimize downtime.
2. Internet/LAN Connectivity:
• Monitoring: Overseeing both the internet and LAN connections to maintain a stable network
environment.
• Troubleshooting: Implementing rapid troubleshooting processes to address connectivity issues
efficiently, ensuring the uninterrupted flow of operations.
Network Device Management
• Updates: Keeping all network devices updated to the latest versions to ensure security and optimal
performance.
• Maintenance: Regular maintenance routines to preemptively address potential issues before they can
affect the network.
• Configuration: Setting up and configuring network devices to function harmoniously, meeting the
specific requirements of the City of La Quinta's IT environment.
Server Monitoring and Support
Our services in server monitoring and support are comprehensive, aiming to maintain a robust and secure server
infrastructure for City of La Quinta. Below we outline the specific services that we offer:
Server Infrastructure Maintenance
• Operational State: Ensuring that the server infrastructure consistently remains in a functional and
operational state.
• System Reports and Alerts: Diligently monitoring system reports and alerts to anticipate and address
potential issues proactively.
System Updates and Backups
• Updates/Patches: Regularly updating essential systems with the latest updates and patches to maintain
security and performance.
• Automated Updates: Automating the downloading and installation of necessary updates/patches every
30 days, utilizing a predefined approved install maintenance window to avoid disrupting users during
business hours.
• Data Backup: Upholding a regular routine to back up all data hosted on City of La Quinta's server
systems, ensuring data integrity and availability.
Software and License Monitoring
• Software Installations: Facilitating the installation of new software, ensuring compatibility and
integration with existing systems.
• License Monitoring: Keeping a vigilant eye on software license usage and expiration dates to maintain
compliance and uninterrupted service.
Cendien — City of La Quinta / 2024 Page 5
Microsoft
Automated Monitoring
• Problem Notification System: Implementing an automated problem notification system for real-time
monitoring of all computer and network -related hardware and software.
• Server Operations Reports: Providing meticulous monitoring through daily server operations reports,
backup logs, weekly server usage reports, and regular updates on Microsoft security status.
Disaster Recovery
• Disaster Recovery Plans: Crafting, maintaining, and updating disaster recovery plans to ensure seamless
recovery in the event of catastrophic failures, safeguarding City of La Quinta's critical data and system
functionalities.
Network Security Support
We are committed to safeguarding City of La Quinta's network infrastructure through a suite of network security
support services that are robust and reliable. Here's what we offer:
Network Audits and Recommendations
• Audit: Conduct comprehensive network audits to assess the current security landscape and identify
potential vulnerabilities.
• Recommendations: Provide insightful recommendations based on the audit findings to bolster network
security.
Security Monitoring
Intrusions/Threats: Constantly monitor the security status to promptly detect and respond to any
intrusions or threats, ensuring the integrity of City of La Quinta's network.
Operational Security Feedback: Deliver periodic feedback on operational security, helping you stay
updated on the security health of your network.
User Management
User Logins and Security: Manage user logins diligently, maintaining a secure access control system to
protect sensitive data and network resources.
Roles and Permissions: Set up and manage roles and permissions judiciously to facilitate secure and
efficient access to network resources.
Malware and Virus Protection
• Software Maintenance: Ensure the virus and malware software on all City of La Quinta computer
systems are up to date, offering a first line of defense against cyber threats.
• Reporting: Provide regular reports on the status and findings of the malware and virus protection
systems, keeping you informed of potential threats and preventive measures.
Update Management
• Signature File Updates: Install and maintain virus signature file updates, ensuring real-time protection
against known threats.
• Patch Management: Oversee a structured patch management strategy, regularly updating all systems to
mitigate vulnerabilities and maintain a secure network environment.
Cendien — City of La Quinta / 2024 Page 6
Microsoft
Initial Assessment
In the initial stage of our engagement, we undertake a rigorous assessment of the existing technological
landscape at City of La Quinta to identify and rectify issues and to set a robust foundation for ongoing
monitoring and alerting. Here's what the process involves:
Technology Evaluation
• System Inventory: Create an inventory of all hardware and software assets to have a comprehensive
view of the existing technology stack.
• Performance Assessment: Evaluate the performance of various systems and technologies to understand
their current state and effectiveness.
Security Audit: Conduct a security audit to identify vulnerabilities and ensure all systems are secure and
data is protected.
Issue Resolution
• Issue Identification: Identify existing issues in the system through a meticulous review of the current
setup.
• Rectification Plan: Develop a structured plan to rectify identified issues, setting a timeline and allotting
resources for the task.
• Implementation: Implement the rectification plan, ensuring that all issues are resolved effectively and in
a timely manner.
Setting Up Monitoring and Alerting
• Monitoring Tools: Set up state-of-the-art monitoring tools to keep a continuous watch on the system
health and performance.
• Alerting Mechanism: Establish an alerting mechanism to receive instant notifications about any
disruptions or issues, facilitating quick responses.
• Periodic Reports: Design a system to generate periodic reports giving insights into system health, which
would be instrumental in informed decision-making.
Asset Tracking
To ensure a streamlined and efficient operational environment, we offer meticulous asset tracking services that
encompass the following key areas:
Electronic Inventory Maintenance
• Inventory Database: Establish and maintain a comprehensive database that documents all software and
computer products owned or purchased by City of La Quinta.
• Regular Updates: Regularly update the inventory to reflect recent acquisitions, upgrades, or
retirements, ensuring that the database is always current.
• Software License Tracking: Track the licenses of all software products to manage compliance and
renewals efficiently.
Hardware Warranty Coordination
Warranty Tracking: Keep detailed records of warranty information for all hardware units, facilitating
easy access to warranty services when needed.
Cendien — City of La Quinta / 2024 Page 7
Microsoft
• Warranty Claims: Coordinate warranty claims, liaising with vendors to ensure speedy resolutions to
hardware issues.
• Warranty Renewals: Manage warranty renewals to ensure continuous coverage, helping to maintain
the longevity and functionality of City of La Quinta's hardware assets.
Services and Support Strategies
Quarterly Management Meetings
• Strategic Overview: Review the strategic direction and overview of IT initiatives.
• Performance Review: Evaluate the performance of implemented strategies and identify areas for
improvement.
Technology Strategy Planning
• Roadmap Development: Develop a technology roadmap that aligns with City of La Quinta's objectives.
• Innovation: Incorporate the latest technological advancements to foster innovation.
Quarterly Health Check
• System Analysis: Conduct an analysis of the system's health and functionality.
• Recommendations: Provide recommendations based on the health check results.
Technology Procurement Consulting
• Vendor Analysis: Assist in analyzing potential vendors and products.
• Cost -Efficiency: Ensure cost-efficient technology procurement strategies.
Monthly Reporting
• Performance Metrics: Report on key performance metrics.
• Incident Reports: Provide detailed incident reports to maintain transparency.
Proactive Monitoring of the Network Environment
• Real -Time Alerts: Set up real-time alerts for network discrepancies.
• Performance Optimization: Continuously work towards network performance optimization.
Proactive Virus Protection
• Security Updates: Ensure timely updates to security systems.
• Threat Analysis: Carry out regular threat analyses to stay one step ahead of potential issues.
Password Administration
• Secure Access: Implement and manage secure access protocols.
• Regular Updates: Encourage regular password updates to enhance security.
Cendien — City of La Quinta / 2024 Page 8
Microsoft
City of La Quinta Current Environment
Current IT Systems Environment
Server Environment
Physical Sites (8 sites)
Virtual Server Environment (30 endpoints)
Workstations and Laptops (167 endpoints)
Mobile Devices (81 endpoints)
No.
Facility Description
Address
1
City Hall
78495 Calle Tampico
2
Corporate Yard
78109 Avenue 52
3
Library
78275 Calle Tampico
4
Museum
77-885 Avenida Montezuma
5
Wellness Center
78450 Avenida La Fonda
6
Talus Event Center
79179 Ahmanson Ln
7
X -Park
46170 Dune Palms Rd
8
City Owned Building
51001 Eisenhower Dr
9
Miscellaneous Park Facilities
Across City of La Quinta
Core Systems
The core server is made up of six (6) Dell blade servers running VMWare vSphere Standard in a clustered
configuration. This system runs most of the City's servers — approximately 16 virtual servers — and is
managed through vCenter. This system utilizes High Availability and vMotion technologies, as well as a
number of other features.
Servers & Network Applications
The City utilizes approximately (22) servers to meet its needs for network management, security,
specialized applications, databases, messaging, and storage. These include:
• Active Directory/DNS Management, File Server, Print Server, Windows Software Updates Services
• Microsoft 365 Commercial, Disaster Recovery, Tyler Incode, Laserfiche, ArcGIS
• AXIS, Genetec Security Center
Network Appliances
A number of network appliances perform key functions on the City's network (edge and core). These
appliances include:
• SonicWall Firewalls
• Cisco Meraki Switches
• Ubiquiti Wireless Access Points
Cendien — City of La Quinta / 2024 Page 9
Microsoft
• QNAP WAN Switch and SAN Storage
• APC Power Supply
Servers & Network Applications
The City workstations utilize a standard software suite, as well as specialized applications. The majority of
the City's systems are web -based and do not require any software installation. The base workstation has
the following app configuration:
• Windows 10/11 Professional
• Microsoft 365 Apps
• Adobe Acrobat Reader
• Google Earth Pro
In addition to the standard software suite, individual departments utilize specialized software/hardware:
• Adobe Acrobat Pro DC — Enterprise Subscription
• Tyler Technologies - Eden ERP
• Laserfiche
• Timeclock (TCP Software) — Hardware & Web Access
• Bluebeam Revu
• ESRI ArcGIS Online
• Autodesk AutoCAD
Cendien — City of La Quinta / 2024 Page 10
Microsoft
IT Support Service Pricing
The following fee structure for the 60 -month period.
Outsourced Managed Services Fee:
Onboarding
Monthly Total
Annual Total
0nboa rding—(Waived)
$2,525
Monthly Item
Qty
Unit Price
Monthly Total
Annual Total
Physical Servers
6
$250
$1,500
$18,000
Virtual Servers
16
$150
$2,400
$28,800
Firewalls
2
$125
$250
$3,000
NAS
5
$50
$250
$3,000
Network Switches
25
$30
$750
$9,000
Access Points
24
$20
$480
$5,760
Mobile Devices
81
$30
$2,430
$29,160
Workstations and Laptops
167
$50
$8,350
$100,200
UPS
4
$15
$60
$720
Site Connections — Network Probe
8
$40
$320
$3,840
Support Services — vCIO, IT Management, Strategic
Planning, Tech Support
$4,575
$54,900
Totals
$21,365
$256,380
Cendien — City of La Quinta / 2024 Page 11
Outsource Managed Services Contract Annual Pricing
Contract Year
% change
Total Annual Support Cost
Monthly Cost
Total Labor: $54,900
1
() One
0%
Managed Services: $201,480
21,365
Total Support Cost: $256,380
Total Labor: $54,900
2
() One
0%
Managed Services: $201,480
21,365
Total Support Cost: $256,380
Total Labor: $56,547
3
() One
3%
Managed Services: $207,524
22,006
Total Support Cost: $264,071
Total Labor: $58,243
(4) One
3%
Managed Services: $213,750
$22,666
Total Support Cost: $271,993
Total Labor: $59,990
5
() One
3%
Managed Services: $220,163
23,346
Total Support Cost: $280,153
Conclusion
We are confident that this proposal lays out a strategically designed framework that is primed to not only steer
the City of La Quinta toward achieving its IT objectives with efficiency and innovation but also adept in mitigating
and managing associated risks seamlessly. Thank you for considering Cendien as your partner in Information
Technology Managed Services. We look forward to the opportunity of working with The City of La Quinta.
Cendien — City of La Quinta / 2024 Page 12
Managed Services & Cybersecurity Offerings
Managed Services
Infrastructure & Device Management
Network Monitoring - ICMP/SNMP
24x7x365 Monitoring
Reporting/Periodic Business Reviews
Cloud/SaaS Application Management
Help Desk & On -Site Services
Backup & Disaster Recovery
Remote Support Included
Project Work - Bundle or Ad -Hoc (Hourly)
Advanced Cybersecurity
(addons)
$40/User
Password Vault and Management
Security Awareness Training
Single Sign -On
Dark Web Monitoring
Email Encryption/Protection
Advanced Spam filtering and safe links
EDR (Endpoint Detection and Response)
Multi -Factor Authentication
Cybersecurity Risk Assessment
Vulnerability Scanning
Data Loss Prevention for M365
Microsoft 365 Tenant Security
Includes Basic Security
Microsoft
Basic Security
(addons)
$20/User
Basic Spam Filtering
Endpoint Detection - additional Layer
Windows desktop backup
Microsoft 365 Backup
Disk Encryption/Protection
Web Content Filtering
Basic Antivirus/Antimalware
Cybersecurity Premium Plus
(addons)
$100/User
Managed SIEM/ MDR SOC / Logs / Retention
Firewall Management
Intrusion Detection
Compliance & Regulatory Reporting
Network Access Control
User Behavior Analytics
Includes Advanced Cybersecurity
Cendien — City of La Quinta / 2024 Page 13
Microsoft
Project - Professional Service Pricing
Professional Services Hourly Rate:
For projects outside the scope defined in the RFP, we propose an hourly rate, which is outlined below:
Description
Hourly Rate
Level 1 Technician (remote)
$90 / hour
Level 2 Technician (remote)
$100 / hour
Level 3 Technician (remote)
$125 / hour
Project Management (remote)
$150 / hour
Cendien — City of La Quinta / 2024 Page 14
March 1, 2024
City of La Quinta
Attn: RFP CM2024-001
78-495 Calle Tampico,
La Quinta, CA 92253
City of La Quinta, CA
Request for Proposal (RFP) #CM2024-001
Information Technology -Managed Services
00
CENDIEN
empowering business
CENDIEN
1846 E Rosemeade Parkway
Suite 200
Carrollton, TX 75007
(214) 245-4580
Cendien — City of La Quinta / 2024 Page 1
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CENDIEN
empowering business
CENDIEN
1846 E Rosemeade Parkway
Suite 200
Carrollton, TX 75007
(214) 245-4580
Cendien — City of La Quinta / 2024 Page 1
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Table of Contents
ResponseSummary................................................................................................................................................3
CompanyOverview................................................................................................................................................5
ServiceApproach & Offerings..............................................................................................................................
12
ClientResponsibilities..........................................................................................................................................
19
Reservationof Rights...........................................................................................................................................
20
Support Service Exclusions..................................................................................................................................
21
ClientReferences.................................................................................................................................................
22
Summary& Conclusion.......................................................................................................................................
28
Cendien — City of La Quinta / 2024 Page 2
Response Summary
City of La Quinta
Attn: RFP CM2024-001
78-495 Calle Tampico,
La Quinta, CA 92253
microsoN
March 1, 2024
Arisma Group LLC, dba Cendien, is delighted to present our proposal for offering Information Technology Managed
Services to the City of La Quinta. Through this proposal, we firmly believe that we possess the necessary skills and
expertise to fulfill the City's service needs to the fullest. Our seasoned team at Cendien has a strong track record
of tailoring IT solutions to align seamlessly with our client's specific requirements. In addition, our ongoing
engagement in providing similar services to various governmental agencies position Cendien as an optimal choice
for partnering with the City of La Quinta.
Upon a successful award, our initial responsibility will be to undertake a thorough assessment of the City's
infrastructure. This evaluation will encompass various aspects, including network element, applications, endpoint,
and server discovery. Our approach will be holistic, leveraging current network management systems, blueprints,
and records to pinpoint every component present within the network. Following discovery, Cendien will deploy
our advanced managed services provider toolkit, which includes platforms such as ConnectWise, SentinelOne, and
Auvik.
Cendien's managed services platforms stand at the apex of innovation, each serving a pivotal role in ensuring a
robust, secure, and efficient IT infrastructure. ConnectWise functions as a powerhouse in remote monitoring and
management, offering a centralized console that facilitates seamless integration and management of IT systems.
It effectively synergizes with SentinelOne, a frontline defense mechanism offering unparalleled cybersecurity
solutions, to create a fortress of safety against a wide array of cyber threats.
Complementing this duo is Auvik, a network management software tool designed to provide complete visibility
and control over your network, ensuring stability and reliability in IT operations. Together, Cendien Managed
Services toolkit forms a triumvirate of technological prowess, bringing an elevated level of security, efficiency, and
innovation to your IT landscape.
By deploying this toolkit, Cendien pledges to usher in an era of uncompromised security and heightened
productivity, guiding the City of La Quinta towards a future where its IT infrastructure is not just a support system,
but a driver of excellence and a facilitator of smooth, uninterrupted operations. It marks the beginning of a journey
towards a technologically empowered, secure, and efficient operational environment, setting a benchmark in
industry standards.
With the powerful capabilities of our toolkit, Cendien will meticulously craft a comprehensive map of your existing
IT environment. This strategic initiative aims to spotlight ample opportunities where the pre-existing network
architecture can be optimized to its fullest potential, while concurrently identifying and noting down all known
security vulnerabilities, laying down a clear roadmap for targeted improvements.
Cendien — City of La Quinta / 2024 Page 3
Microsoft
In a bid to robustly remediate existing security vulnerabilities, our seasoned team will undertake a multi -faceted
approach that encompasses addressing out-of-date firmware and software that pose potential risks. This involves
a strategic overhaul of administrative and user permissions to ensure a seamless yet secure operational milieu,
characterized by well-defined roles and access controls. Furthermore, we pledge to institute appropriate security
protocols, with regular maintenance schedules, to foster a safe and secure environment that stands resilient in the
face of emerging threats and challenges. This dynamic strategy ensures a vibrant IT ecosystem that is both
adaptable and forward-looking, ready to evolve with changing technological landscapes.
In instances where vulnerabilities necessitate alterations to the infrastructure, encapsulating moves, additions,
changes, or deletions (MACD), and/or data storage, Cendien will carefully earmark these for special attention,
managing them as distinct projects. This delineation ensures that each aspect receives the focused expertise it
demands, promoting a well-rounded and strategic approach to security and efficiency. This meticulous process
promises not just to rectify existing vulnerabilities but to transform your IT infrastructure into a powerhouse of
efficiency and security.
By teaming up with Cendien, the City of La Quinta can look forward to a streamlined, secure, and highly efficient
IT environment, where innovation and safety walk hand in hand, paving the way for a future that is technologically
resilient and optimized for success. We sincerely appreciate the opportunity to showcase our qualifications and
present our committed approach to assist the City of La Quinta in achieving a seamless, secure, and robust IT
Support Services. We hold a firm belief in our unique position to undertake this task, drawn from our depth of
experience and a proven track record of successfully steering similar projects to fruition.
At Cendien, we are prepared not just to meet the expectations but to significantly exceed them, thereby emerging
as the most valuable choice for the City of La Quinta. Our team stands ready and eager to undertake the role of
your trusted IT support services partner, bringing to the table a blend of expertise, innovation, and dedication. We
are ready to help the City of La Quinta, promising a collaborative journey towards creating an IT environment that
is a benchmark of excellence and reliability.
Thank you for considering Cendien. We look forward to the prospect of serving the City of La Quinta and forging a
partnership marked by growth, innovation, and mutual success.
Sincerely,
Israel Denis
Managing Director
Cendien — City of La Quinta / 2024 Page 4
Microsoft
Company Overview
Established in 1999, Cendien commemorates over two decades of unparalleled service in transforming the IT
support landscapes. Throughout this illustrious journey spanning more than 23 years, we've been at the forefront
in rallying a team of service -minded professionals who embody talent, dedication, and a deep-seated commitment
to fostering innovation and efficiency in IT environments. At the heart of our services is the creation of a robust
framework meticulously crafted to manage IT environments seamlessly throughout the different phases of the
lifecycle. Our support infrastructure is designed not just to streamline operational dynamics but to delve deeper,
analyzing the intricate nuances derived from these processes, thereby offering innovation and improvement.
Cendien is more than just a service provider; we are your partners in growth, committed to turning visions into
tangible realities, ensuring that every technological endeavor is not just a project but a step towards a future
replete with opportunities and advancements. As we stand on the threshold of a new era in our journey, we invite
you to be a part of this legacy of excellence, to craft a partnership that is synonymous with innovation, reliability,
and unmatched expertise.
Cendien, a renowned Microsoft partner and a full-service provider of Information Technology Support Services, is
proud to bring forward its extensive expertise and resources in extending its services to the City of La Quinta. With
corporate headquarters in Dallas, Texas, we stand tall with a rich heritage of specializing in an array of application
supports ranging from customizations, managed services, implementations to migrations and integrations.
Our firm's proficiency encompasses a wide spectrum of IT domains including, but not limited to, cloud migrations,
disaster recovery, application management, system administration, and network design. We are adept at server
management, overseeing patch and version control, and extending meticulous support for desktops, laptops, and
mobile devices, catering to all facets of IT administration and support requirements. With a team of consultants
and application experts, Cendien is committed to delivering outcomes that not only meet but exceed anticipated
results. Leveraging our deep industry insights and technical acumen, we are confident in our ability to serve as a
valuable Information Technology support partner for the City of La Quinta, bringing to the table services
characterized by precision, reliability, and innovation.
In our effort to provide a comprehensive solution, we are delighted to present this proposal for IT Support Services,
as requested in RFP, with a team of seasoned IT support consultants readily available for both remote and on-site
support as needed. We take pride in fostering a meticulous service delivery model, which is both reliable and
repeatable, facilitating the seamless realization of the client's objectives while adeptly managing all potential risks
associated with the service delivery.
This proposal embodies an unparalleled fusion of outstanding technical and business services, characterized by a
dedicated investment of time and resources to foster a service ecosystem that aligns seamlessly with the City of
La Quinta's objectives. It is crafted with a visionary approach that prioritizes the implementation of client goals,
ensuring a partnership that is resilient, forward -thinking, and grounded in mutual growth and success.
Our history of support services showcases our expertise in furnishing a broad spectrum of information technology
solutions that span across numerous crucial domains. The range of services we offer include, but are not limited
to:
Cendien — City of La Quinta / 2024 Page 5
microsoN
• Cloud Migrations: Facilitating smooth transitions to cloud platforms, enhancing efficiency,
and ensuring data security.
• Disaster Recovery: Crafting resilient systems that safeguard critical data and ensure business
continuity in the face of unforeseen circumstances.
• Application Management: Overseeing the optimal functioning of various applications,
ensuring they run seamlessly and meet your operational requirements.
• System Administration: Providing meticulous oversight of your IT systems to ensure stability
and efficiency in operations.
• Network Design: Building robust and efficient network infrastructures that stand as the
backbone of your IT landscape.
• Server Management: Ensuring the uninterrupted and secure functioning of server
environments, supporting the vital operations of your organization.
• Patch and Version Control: Implementing rigorous controls to manage updates efficiently,
keeping systems secure and up to date.
• Desktop and Laptop Support: Offering comprehensive support services for desktops and
laptops to ensure smooth daily operations.
• Mobile Device Administration and Support: Managing and supporting mobile devices to
safeguard data and facilitate seamless access to business resources.
Our commitment to excellence is reflected in our multi -dimensional approach, where we prioritize understanding
and meeting the distinct needs of each client, focusing on providing solutions that are both innovative and reliable.
By choosing Cendien, you are opting for a partner that brings a wealth of experience and a proven track record of
delivering results, promising a collaboration that fosters growth and embraces technological advancements.
People are important to us; they are our most critical asset. We are known for our highly skilled talent and our
high retention. We recruit, invest in, and nurture our Cendien team members so that we can offer our clients
committed staff with top-notch skills who continually seek high performance for themselves and our clients.
Our best -in -class consultants add high value to organizations without the associated burden of hiring or developing
employees. We are a support services firm dedicated to serving our people, clients, and our community. Cendien's
Information Technology (IT) supports services offering is flexible, predictable, and scalable. This enables our clients
to have reliable services to include:
• Faster and more cost-effective services.
• Methodology that centralizes the management of endpoints.
• Implementation of compliant practices that mitigate the risk.
Cendien offers the City of La Quinta's the following differentiators that we believe are critical to the effectiveness
of this engagement.
Cendien — City of La Quinta / 2024 Page 6
Microsoft
Relationship Management
Cendien has a strong relationship management team that will work towards your success. We have a dedicated
Client Managing Director who is committed to overall success of your program. A Client Account Lead would also
be assigned to your organization and will serve as technical delivery lead for requests. The Client Account Lead
role is our designation for leadership over all aspects of client satisfaction and technical delivery and would serve
as your primary point of contact for all aspects of this contract.
Commitment
Cendien is committed to the success of the City of La Quinta's. Upon award, we will collaborate closely with your
team, operating as a genuine partner to empower your clients in the successful execution of their most vital
initiatives. We approach our collaboration with your organization as a genuine partnership, aiming to seamlessly
align with your team and empower your clients in the achievement of their utmost strategic initiatives. Our
commitment is rooted in facilitating and supporting the realization of your objectives, ensuring that together, we
can consistently deliver on the most crucial and impactful projects.
Objectives and Key Capabilities
We understand the pressures that exist to reduce administrative costs while continuing to deliver—and even
increase—the business value delivered from information delivery services. As you move forward, we know your
objectives are twofold: to improve the value delivered by driving efficiency in core IT Services and to build new
capabilities in the areas of new projects.
We understand the City's need for a support partner to provide high-quality information technology support
services with speed and scalability. The following are the core elements of our approach.
Provide Flexibility and Scale – Cendien would work to deliver a flexible model that can scale quickly based on
demand, which includes the ability to deliver onsite and remote. We leverage practices so that you have the most
appropriate resources for each unique situation. You maintain a wide variety of technologies, and we provide you
with an unmatched ability to work across that broad technical landscape.
Easy, Quick Access to Innovation –We have partnerships with the most recognized and successful technology
providers in the industry like Infor, Oracle, AWS, Google, Microsoft and leverage those partnerships to provide
the capability on emerging trends.
Diverse Team, One Culture – Cendien is a culture of dedicated and diverse people. Our team would have the same
depth of expertise across the entire tech landscape you support, they all share a common understanding of what
successful delivery looks like and how to achieve it.
Cendien Firm Snapshot
Cendien stands as a beacon of reliability, expertise, and innovation in the IT services landscape. We are not just a
IT support services provider; we are a partner in growth, ready to forge a journey marked by success, technological
Cendien – City of La Quinta / 2024 Page 7
Microsoft
advancement, and the fulfillment of mutual objectives. With a legacy steeped in success stories, we invite you to
craft a future where possibilities are limitless, and achievements are a constant trajectory. We bring a rich legacy
of expertise and credibility to the table, anchored by impressive credentials and a history of excellence. Here is a
snapshot of what sets us apart:
• Limited Liability Corporation: We operate as a structured entity, ensuring that our operations and
services adhere to the highest standards of legality and corporate governance.
• Long -Standing Heritage: Established in 1999, we are celebrating over 23 years of dedicated service, a
testament to our enduring commitment to excellence and innovation in the IT services sector.
• Strategically Located: Our headquarters are nestled in the vibrant hub of Dallas, Texas, more precisely in
Carrollton, placing us in a nerve center of technological advancements and business opportunities.
• Certified Partnerships: As a certified partner of industry leaders such as Microsoft and Infor, we bring to
the fore a blend of reliability and expertise, delivering solutions steeped in quality and innovation.
• Nationwide Network of Experts: Our team is bolstered by a formidable force of over 50 consultants
spread across the nation, each bringing a wealth of experience and a diverse skill set, ready to tailor
solutions to meet your specific needs.
• Public Sector Engagement: We have carved a niche in the public sector, navigating its unique landscapes
with adeptness and efficiency, and delivering services that meet the high standards of public service
mandates.
• Minority Certified Vendor: We are proud to hold the Minority Business Enterprise (MBE) certification, a
recognition of our commitment to fostering diversity and inclusivity in the business ecosystem.
As we present our candidacy to become your trusted IT support partner, we bring with us this rich background
and a commitment to uphold the values and standards that have defined our journey so far. Let us leverage this
legacy of excellence to foster a partnership rooted in trust, efficiency, and mutual growth.
Arisma Group LLC
•
Limited Liability Corporation
dba Cendien
•
Established in 1999 (23+ years in service)
(214) 245-4580
•
Based in Dallas, Texas (Carrollton)
(888) 353-6744
•
Certified Microsoft and Infor Partner
http://cendien.com
•
Certified Delivery Partner
FEIN: 20-2859158
•
Over 50+ Consultants nationwide
UEL KLD6QM2MTNX5
•
Working in the Public Sector
MKXYFPN734H3
•
Minority Certified Vendor (MBE -Minority Business Enterprise)
•
NCTRCA Minority Certified Vendor (MBE) HMMB47549N0725
Cendien — City of La Quinta / 2024 Page 8
Microsoft
Management Team
Managing Director
Responsibilities: Managing Director, Project Leadership and Oversight, Escalations
Managing Director with a robust foundation in ERP system support, specifically in Financials,
HR, and Procurement, complemented by a strong grasp of IT landscapes and web modules.
With over 27 years of extensive ERP experience, including 25 years specializing in client IT
staffing support, Israel brings a wealth of expertise to the table. His role encompasses a wide
Israel Denis array of responsibilities, such as sourcing resources for project management, conducting scope
analysis, facilitating process reviews, providing application support, devising resource planning
strategies, overseeing business realignment initiatives, managing system setup and testing,
executing data conversions, and conducting user training sessions. In addition to his rich
professional background, Israel holds a master's degree and excels in both written and verbal
communication.
Client Success Manager
Responsibilities: Success Manager; Management, Oversight, Escalations, Issues Resolution.
Experienced IT professional with more than 27 years of expertise in staffing ERP projects.
V V Accomplished Practice Leader and Senior Manager with a focus on ensuring client satisfaction
and delivering successful projects. Proficient in leading technology teams and projects to
Linda VanTran successful completion within budget and on schedule, while effectively managing complexity,
Gebbia mitigating risks, and defining project scopes. This extensive background extends to both public
and private sector environments.
Senior Resource Manager
Project Responsibilities: Project Manager, Issue Resolution, Scope Management.
r
Luis is a seasoned resource manager with over two decades of experience in the Information
Technology sector, boasting a strong background in staffing and personnel management. His
expertise spans various roles, including Systems Consultant, Project Management, and
Technical Systems Manager, highlighting his exceptional ability to lead and coordinate projects
Luis Acevedo effectively. He has a proven track record of successfully overseeing implementations, system
upgrades, and IT development projects in diverse industries, making him a valuable resource
for staffing -related challenges within these domains.
Senior Technical Manager
Project Responsibilities: Technical Project Manager, Managing Tech Scope.
Javier's extensive experience spans multiple domains, granting him a well-rounded expertise
in a range of IT systems and applications. His role involves managing resources, technical
teams, ensuring client environments run smoothly, monitoring systems, and troubleshooting
errors, and executing tasks according to best practices recommendations. In essence, he is
Javier Silva responsible for the effective technical management of IT operations and systems.
Cendien — City of La Quinta / 2024 Page 9
Microsoft
Expertise at Your Service
Cendien prides itself on harboring a robust team of fifty-five full-time professionals, including specialists who have
obtained the prestigious certification of Criminal Justice Information Systems (CJIS) Level 4 Security Awareness.
This assembly of experts stands ready to offer unparalleled support to the City of La Quinta, bringing with them a
wealth of knowledge and a profound understanding of the workings of the CAS environment.
Dedicated Desktop Support Technicians
Our desktop support engineers are the core of our support services, presenting a range of services meticulously
crafted to cater to your every need. They are well -versed in navigating the intricacies of municipal environments
such as the one at the City of La Quinta, embodying a perfect blend of expertise and understanding to offer services
that are both effective and empathic.
Services Tailored to Your Needs
From tasks as simple as replacing a keyboard to taking charge of a complete overhaul of your infrastructure through
redesigning and deploying state-of-the-art systems, we house the expertise to meet a diverse array of needs. Our
engineers adopt a user -centric approach, focused on meeting user needs promptly and efficiently, facilitating a
smooth operational flow devoid of hindrances.
Responsive and Timely Issue Resolution
Understanding the critical role of timely interventions, our team operates with a keen eye on resolving issues
swiftly, ensuring that disruptions are minimized, and productivity is upheld. Their deep-seated understanding of
municipal work environments equips them to anticipate potential challenges and craft solutions that are both
proactive and responsive.
Meet Your Operational Goals with Cendien
As we extend our services to the City of La Quinta, we bring with us not just a service, but a promise; a commitment
to stand by you as reliable partners, ready to foster an environment of growth, security, and efficiency. With
Cendien by your side, you are not just meeting operational goals, but setting new benchmarks in excellence,
crafting a narrative of success steeped in innovation and foresight.
The value proposition that differentiates us:
• Integrated Approach
Understanding business objectives allows us to determine the best technological staffing solution to meet
your unique requirements.
Technology Experts
Specializing in providing staffing support services for the technology you require for your business systems,
programs, and networks.
• Organization's Success
Building a relationship with our clients that facilitates open communication allowing Cendien to be proactive
when presenting staffing solutions to increase the value for your organization.
Cendien — City of La Quinta / 2024 Page 10
Microsoft
The service delivery approach that differentiates us:
• Collaboration
We focus on clients and strong engagement with the end-user community.
• Fit -for -Purpose
We use best -in -class tools and deliver practical scalable solutions.
• Change Management
We make a commitment to change management in every initiative.
Cendien Support Services Framework
Cendien's Managed Services Framework operates on the foundational principle of delivering resilient, scalable,
and secure IT solutions. Our approach is outlined below:
1. Strategic Planning
• Needs Analysis: Determining the specific needs of the City of La Quinta to create bespoke IT solutions.
• Technology Roadmap: Developing a long-term plan to align technology developments with your
business objectives.
2. Implementation
• Infrastructure Setup: Setting up a robust IT infrastructure that is both resilient and tailored to meet your
organization's demands.
• Customization: Personalizing solutions to match the unique requirements of your organization.
3. Operation & Maintenance
• Monitoring and Management: Utilizing state-of-the-art tools to monitor network health, ensuring
optimized operations at all times.
• Responsive Support: Offering quick and efficient support to address any issues, reducing downtime and
maintaining productivity.
4. Continuous Improvement
• Feedback Loop: Establishing a continuous feedback loop for consistent improvements and adaptations.
• Technology Updates: Regularly updating the technology stack to stay abreast of the latest advancements
and maintain a competitive edge.
5. Compliance and Security
• GIS Certified Technicians: Leveraging the expertise of technicians with GIS Level 4 Security Awareness
certification to ensure the highest level of security compliance.
• Risk Management: Implementing strategic risk management practices to safeguard your organization's
data and infrastructure.
Cendien — City of La Quinta / 2024 Page 11
Support Services Tools
ConnectWise / Auvik
• Network Remote Monitoring & Management
• Notification of Network and Endpoint Health
• Detailed Reporting of Network Events
• Database administration maintenance plan
• Secure Backup & Disaster Recovery
• Remote Equipment Configuration
• Device Configuration Repository and Backup
• Tracks Equipment Software/Firmware Versions
Service Approach & Offerings
Microsoft
SentinelOne
• Detect High -Velocity Threats in Real Time
• Proactively Hunt to Uncover Advanced Threats
• Remediate and Rollback Cyber -Attacks
• Customizable Alerting and Notification
• Anomaly and Malware Detection
• Elimination of Malware to Prevent Future Attacks
• 24x7x365 Monitoring, Detection, and Remediation
The City of La Quinta is seeking a support partner to provide comprehensive IT Support Services. To meet the
specific requests herein, Cendien will align the Organization's requests with our service offerings. A condensed
offering is provided below. Here is how Cendien intends to address these needs through a bespoke service
approach.
• Understanding Your Needs
To offer the City of La Quinta the most comprehensive IT support services, including vendor support and
related projects, it is crucial to first gain an in-depth understanding of your unique needs and
expectations.
• Tailored Solutions
With this understanding, we craft solutions tailored to your specific requirements, aligning them
meticulously with our fixed -cost service offerings to ensure budget adherence while not compromising
on the quality and breadth of services offered.
• Holistic Service Offerings
While we present a condensed overview below, it is important to note that Cendien is poised to deploy
its entire gamut of service offerings to manage this account, ensuring a holistic and inclusive approach
that leaves no stone unturned in addressing your IT support needs.
Service Offering
1. Virtual Chief Information Officer (vCIO) Services
Strategic Planning: Assisting in carving out a strategic roadmap for technology integration and utilization.
Policy Formulation: Guiding policy formulation to foster a secure and efficient IT environment.
2. Criminal Justice Information Systems (CJIS) Compliance
Certified Technicians: Leveraging our team of CAS certified technicians to ensure compliance with necessary
regulations.
Cendien — City of La Quinta / 2024 Page 12
Microsoft
Security Protocols: Establishing robust security protocols to safeguard sensitive data.
3. Managed IT Support Services
24/7 Monitoring: Continuous monitoring of your IT infrastructure to ensure optimum performance.
Predictive Maintenance: Leveraging advanced tools to predict and prevent potential issues before they
escalate.
4. Vendor Management and Support
Single Point of Contact: Offering a single point of contact for managing various vendor relationships
efficiently.
Negotiation and Liaison: Assisting in negotiations and liaisons with vendors to secure the best deals and
services.
5. Network Design and Deployment
Infrastructure Overhaul: Overseeing a potential infrastructure overhaul to incorporate the latest technology.
Secure Network Architecture: Developing a network architecture that is both modern and secure, meeting
the stringent requirements of the public sector environment.
6. Disaster Recovery and Cloud Migrations
Recovery Planning: Crafting detailed recovery plans to ensure business continuity in case of unforeseen
disruptions.
Cloud Solutions: Assisting in smooth and secure migrations to cloud platforms for enhanced accessibility and
efficiency.
City of La Quinta's Request
Initial Assessment
Quarterly Microsoft Updates
Monthly Server and Endpoint Updates
Endpoint Back-up services
Complete Technical Support Services
247 Endpoint Monitoring with NOC
24x7 NOC response for system failures
SIEM Monthly Reporting
(activities/updates)
Hardware Refresh
Cendien IT Support Service Offering
Initial Assessment
Desktop Support + Server Management
Endpoint and Server Management + Cybersecurity
System Administration & Backup Services
24/7/365 Help Desk
Remote Monitoring and Management (RMM)
Network Management System (NMS)
Cybersecurity + SentinelOne MDR (Monitoring/Remediation)
Separate Projects
Cendien — City of La Quinta / 2024 Page 13
Microsoft
Virtual CIO (Chief Information Office
The vCIO is a strategic -level Subject Matter Expert (SME), dedicated to your organization's success in partnering
with Cendien as your IT Managed Services Provider. The vCIO is instrumental in executing the Initial Assessment
and coordinating next steps related to the security, visibility, control, and management of your organization's
network. The vCIO works directly with the IT Consultants assigned to your account to provide strategic planning,
solution(s) evaluation, and monthly reports.
Initial Assessment
The Initial Assessment is to validate the existing IT infrastructure, processes, security, compliance, management,
and performance of the organization. This will provide an understanding of the health and state of the IT
infrastructure, allowing Cendien to document and prioritize the areas that need improvement.
IT Asset Management (ITAM)
An IT Asset Management system will be implemented to ensure that The City of La Quinta's IT assets will be used
effectively, efficiently, and securely throughout their lifecycle. This includes Hardware, Software, Cloud Services,
Network, and Digital assets. Cendien's goal will be to upgrade hardware proactively before problems and issues
arise. This will provide the City of La Quinta's staff with updated technical resources appropriate for effective job
functionality.
24/7/365 Help Desk + Onsite Support + Outage Notification
For your "Global Support;' Cendien Technology Management operates a Dallas -based help desk. We are prepared
to accommodate your Help Desk hours from 8:00 A.M. to 5:00 P.M. Monday -Friday. Service tickets can be created
via phone, email, text or the Cendien support portal support@cendien.com . Trouble tickets will be prioritized and
assigned to a technician for prompt resolution. Outside of business hours, on-call technicians will respond
according to the issue urgency/priority 24/7/365.
Desktop Support Services
Device onboarding/ofboarding, pc repair, trouble isolation and repair of hardware devices by a Cendien CAS
Certified Level 4 Security Awareness Technician
Endpoint and Server Management
At Cendien we take a similar approach managing your Endpoints and Servers by supervising the networked devices
to maintain functionality and security. This involves evaluating, assigning, and overseeing access rights, as well as
applying security policies and tools to reduce the risks of attacks. At Cendien, we leverage ConnectWise RMM for
monitoring and maintaining endpoints and servers to operate at peak performance, including management of
hardware, software, security, and backups.
Remote Monitoring and Management (RMM)
Cendien deploys a software platform, ConnectWise, that connects to each networked device for live observation
and control. This will improve IT reliability, productivity, and performance, and enable tasks such as maintenance,
troubleshooting, and assessment.
Cendien — City of La Quinta / 2024 Page 14
Microsoft
Network Management System (NMS)
Cendien's Network Management System solution, Auvik, will be used to collect real-time data from network
elements, such as switches, routers, and access points, as well as from endpoint devices. This tool will aid Cendien
in monitoring the network infrastructure to maintain efficiency, security, and improve performance.
The objective of securing the existing network infrastructure will be primary to maintain functionality for continuity
of business needs. An Information Technology Asset Management (ITAM) solution will be developed to track
hardware model types, determine hardware lifecycle, software in use, and available software updates. Reviewing
database types, functions, and capacity will aid in the development of a data backup schedule.
Network elements and software with available third (3rd) party support agreements will be managed via our
Vendor Management Support services. This allows us to support the unique use case of the Organization's
technology to integrate best with 3rd party solutions. Cendien will make the appropriate updates to the existing
Business Continuity/Disaster Recovery (BCDR) Plan documentation or set up a Professional Services engagement
to create one.
Cybersecurity
Cendien will implement and manage a cybersecurity posture to protect IT related resources. This will include
deploying SentinelOne, a best -in -class cybersecurity platform, which manages hardware and software updates
related to security vulnerabilities, proactively monitors for threats, and educates end users on preventing cyber -
attacks.
Database Administration
Managing and maintaining database management systems (DBMS) software functions to include but not limited
to: Installation, configuration and upgrading of Database server software. Cendien will establish and maintain
sound backup and recovery policies and procedures:
• Implement and maintain database security (create and maintain users, roles, and assign privileges).
• Setup and maintain documentation and standards.
• Plan growth and changes (Capacity planning).
Vendor Management
Partner with the City of La Quinta's 3rd party technology vendors for coordination to facilitate support for critical
systems.
Proiects
Projects will be billed separately from the proposed monthly support agreement. The Initial Assessment may
provide additional opportunities for IT -related improvements to be considered for implementation. Cendien will
recommend projects and create a path to a more stable network, which will be guided by IT industry best
practices.
Cendien — City of La Quinta / 2024 Page 15
�licresnrt
Business Continuity/Disaster Recovery (BCDR) Plan
Disaster recovery is the process of maintaining or reestablishing vital infrastructure and systems following a natural
or human -induced disaster. It employs policies, tools, and procedures. Disaster recovery focuses on the
information technology (IT) or technology systems supporting critical business functions as opposed to business
continuity. This involves keeping all essential aspects of a business functioning despite significant disruptive events.
Disaster recovery assumes that the primary site is not immediately recoverable and restores data and services to
a secondary site. Cendien is prepared to engage in a project to design an IT business continuity plan in conjunction
with a Disaster Recovery plan to mitigate risk related to interruptions in the existing network infrastructure that
could potentially interrupt mission -critical services.
Service Support Structure
Service Request Types
Definitions
Incidents
Unplanned interruption or reduction in quality of an IT service.
Service Requests
Request from a user for information, advice, or access to an IT service ex.
routine service adjustment, such as the provision of user access, or
interface modification.
Request for Change (RFC)
Request for an addition, modification, or removal of anything that
could affect IT Services. This may include IT services, configuration
items, processes, documentation, and other related elements.
Problem
A problem is a cause of one or more Incidents. The problem
management process is responsible for investigation.
Meetings or
Reserve for planning, issues, setups, configuration, management, and
Questions
application related.
Cendien's Remote Help Desk Support
Cendien's Remote Help Desk is headquartered in Dallas, Texas, from where we orchestrate most of our day-to-day
IT support services. Our robust and dynamic support system encapsulates the following features:
Continuous Availability
• Round -the -Clock Support: We offer continuous IT support, ensuring that help is just a call away at any
hour of the day.
• Emergency Response: We prioritize your peace of mind by offering a 24/7/365 help desk, ensuring that
emergency situations are dealt with promptly.
• Business Hours: Our full -staff operations run from 7:00 A.M. to 6:00 P.M. from Monday to Friday,
excluding holidays, to handle regular queries and issues.
• Holiday Schedule: While we observe holidays, our emergency support remains unaffected, ensuring
peace of mind even during holiday breaks.
Cendien — City of La Quinta / 2024 Page 16
Microsoft
Flexible and Multifaceted Communication Channels
• Multi -Channel Support: You can reach out to us and log your service requests through a variety of
mediums including phone, email, text, or through our dedicated Support Portal.
• Microsoft Teams and Email Accessibility: For easy and quick coordination, our support team is
accessible through Microsoft Teams and at support@cendien.com.
• Instant Call Response: We are always available on call to address your concerns promptly.
Automated and Managed Ticket System
• Real -Time Monitoring: Our advanced monitoring platform autonomously creates tickets as issues are
detected, helping to streamline the resolution process.
Coordinated Task Allocation: A dedicated Help Desk Scheduling Coordinator takes charge of
automatically generated tickets, assigning them to competent technicians based on the nature and
urgency of the issues.
Maintenance and Security
• Automated Maintenance: We employ Remote Monitoring and Management software to manage
Microsoft OS updates, security patches, and to automate periodic maintenance tasks, ensuring your
systems are always up-to-date and secure.
• Remote Issue Resolution: Leveraging top -tier IT management tools, we can remotely resolve over 95%
of IT issues, minimizing downtime and enhancing operational efficiency.
Transparency and Documentation
• Comprehensive Documentation: Every service action is meticulously documented in our Freshdesk
ticketing software, providing a transparent view of the service status accessible through the client
support portal.
• Knowledge Base: We maintain a well-documented knowledge base on Freshdesk, which includes details
on network and equipment configurations, inventory, and licensing, ensuring critical data is easily
accessible when required.
• Reporting: Leveraging the documented data, we provide insightful reports that facilitate future planning
and help in keeping a tab on the service performances.
With Cendien's Information Technology Managed Services, you will receive:
Best in Class Tools
For system monitoring, remote support, service requests, and
cybersecurity.
Round the Clock Support
We work and provide 24/7/365 remote support.
Best Practices
Reducing downtime and increasing availability.
Peace of Mind
From a team of experts constantly monitoring your systems
Cendien — City of La Quinta / 2024 Page 17
Microsoft
Total Premier Support - Our comprehensive IT Managed Services plan consists of four (4) key elements that work
together to provide the premium service requested in the RFP.
• Virtual Chief Information Officer (VCIO) - Strategic IT Management Services
• Remote Monitoring & Management – System generated ticketing, automated remediation, automated
notification to engage our on-call engineers to respond to critical alarms 24/7/365.
• 24/7/365 Help Desk - Over 95% of all IT support work can be done remotely from Cendien's Help Desk.
Customer Satisfaction
In addition to communicating with your vCIO, on-site technician, help desk engineers, and other staff members,
you have special ways of communicating with Cendien about how well we are meeting your needs:
Ticket Surveys: Upon completion of Cendien service tickets, a customer service survey email is sent to the user
who initiated the ticket. These quick, 5 -question surveys provide an excellent opportunity for Cendien to be held
accountable for our service levels by those who matter most—the end users.
Quarterly Strategic Review: We provide quarterly strategic meetings to better understand how to align with our
customers. These meetings enable the client to provide feedback on our support, discuss upcoming projects,
review the performance of our engineers, and enable Cendien to provide better overall support.
Remediation, Stabilization & Transformation
Cendien will become familiar with the organizational culture, mission, values, policies, and procedures and
integrate with our client's organization. Our goal is to move away from a "vendor" relationship and become the
client's own IT department. Remediation projects will be completed to eliminate recurring issues and replace
aging/at-risk infrastructure. The IT environment will be stabilized, secured, and standardized. Opportunities to
transform the Client's organization will be discovered. A long-term Strategic IT Plan will be created that will turn IT
into a tool that advances the organization's mission and vision moving into the future.
With Cendien's team support and management expertise, we will help the client execute a support plan. We
believe that you should select Cendien as your IT Managed Services Provider because as a trusted partner, we will
make sure that you have the best services possible, with a team of experts to quickly address issues.
Escalation Process - Cendien's ticket escalation process will begin at the inception of the ticket. A Cendien service
coordinator will triage each ticket based on its Tier:
Level
Description
Low
Client requested troubleshooting of non -business critical problems covered by client's
agreement.
Cendien – City of La Quinta / 2024 Page 18
Microsoft
Medium
Non-critical business operations are impaired. Business operations are functional.
High
Client business operations are partially impaired at one or more sites. Critical services or
applications are available. Non-critical services or applications are not available.
Critical
Critical business operations unavailable at one or multiple sites.
Once the service level of a ticket is determined, a qualified resource will assign it to the first available qualified
resource to begin the troubleshooting process.
Response Time — Please see below.
Response Time
Low
Medium
High
Critical
Acknowledgement Response Time
Time from receipt of client services request to
acknowledgement by Cendien team. Tickets will be created,
2 hours
1 hour
30 min
15 min
and clients will be notified via email of ticket status.
Service Request Initial Contact Time
Time from initiation of ticket and the time a Cendien
4 hours
2 hours
30 min
15 min
Technical resource initiates the troubleshooting process
Client Responsibilities
To foster a successful partnership and ensure the optimal delivery of our services, we require the client to adhere
to the following prerequisites:
General Cooperation
• Remote Service Agreement: The client consents to the bulk of the services being furnished remotely.
• Access and Cooperation: Grant unrestricted access to network components, endpoint gadgets, servers,
and pertinent software/licenses both during and beyond regular business hours to facilitate specified
deliveries.
• Knowledge Sharing: Allow access to existing network diagrams, run books, and engage subject matter
experts for fruitful knowledge transfer.
• Coordination with IT Assets: Ensure smooth collaboration with IT assets pivotal for the fulfillment of
Cendien's deliverables.
Notification and Scheduling
Scheduled Projects: Schedule any project engagements with a minimum notice of two weeks to allow
for adequate preparation and resource allocation.
Critical Personnel Event: Notify Cendien a minimum of 48 hours before any scheduled critical personnel
event and promptly in the case of an unscheduled critical event.
Cendien — City of La Quinta / 2024 Page 19
Microsoft
• Service Interruption Notification: Keep Cendien informed 48 hours prior to any planned event that
might disrupt our services, and without delay in the event of an unforeseen interruption.
Technical Requisites
• Maintenance Downtime: Consent to downtime during the stipulated IT maintenance window to
facilitate routine upkeep and necessary adjustments.
• Critical Security Downtime: Be amenable to priority downtime to address and neutralize critical 0 -day
security vulnerabilities, safeguarding the system from potential breaches.
• Software Adoption: Migrate to Cendien's service software stack comprising ConnectWise, Auvik, and
SentinelOne for integrated service delivery.
Financial Responsibilities
• Cloud Service Expenses: Agree to bear all expenses related to cloud services essential for executing
backups proficiently.
• License and Support Agreements: Uphold the currency of all licenses as well as third -party hosting,
maintenance, and support agreements for the tenure of the contract.
Reservation of Rights
This proposal has been meticulously crafted based on the details furnished by you, coupled with the assumptions
we articulated to encapsulate the substance portrayed herein. We have exerted considerable effort to maintain
the precision of this quotation.
Disclaimers
• Accuracy and Completeness: While utmost care has been undertaken to preserve the accuracy of this
quote, we do not grant any guarantees, either expressed or implied, concerning the exactitude,
completeness, or adequacy of the data delineated herein.
Liability Limitation: We shall not bear responsibility for any errors or omissions present in this quote,
safeguarding us from any liabilities arising due to potential inaccuracies or incomplete information.
Negotiation and Contractual Agreement
• Negotiation Rights: We affirm your entitlement to negotiate and endorse the conditions of any ensuing
contract, a prerogative that we retain as well.
• Mutual Consent: It is a cardinal principle that all contract clauses and stipulations shall be cultivated
through a process of mutual consent, fostering a collaborative agreement that aligns with the objectives
and constraints of both parties.
We anticipate embarking on a productive collaboration with mutual respect and understanding, steering towards
a partnership that is symbiotic and prosperous. This reservation of rights is designed to serve as a preliminary step
in nurturing a business relationship grounded in transparency, diligence, and reciprocal agreement.
Cendien — City of La Quinta / 2024 Page 20
Microsoft
Support Service Exclusions
Support Services Available for Additional Fees.
General
• Onsite Engineering and Onsite Support: While we focus on providing remote solutions, our team can be
dispatched for onsite support based on a bespoke arrangement, including but not limited to
infrastructural assessment and optimizations.
• Custom Reporting: Detailed and tailored reporting solutions to meet your specific informational and
analytical requirements.
Cloud and Database Services
• Cloud Services: Although not part of the package, our vast range of cloud offerings can be explored
separately to find a solution that matches your organizational needs.
• Database Monitoring & Optimization: This encompasses ensuring optimal database performance
through meticulous monitoring and facilitating necessary adjustments for peak functionality.
Cyber Security and Compliance
• Cyber Security Incident Response and Remediation: Immediate action plans for cybersecurity incidents
are available for consultation and deployment, to ensure business continuity and data safety.
• Chief Compliance Officer Responsibilities: Engaging with us for adherence to necessary compliance
mandates and for the systematic audit process is a service we can offer outside the current scope.
• Cvbersecurity Breach Handling without Advanced Cvbersecurity: Handling cybersecurity breaches
without the involvement of our advanced cybersecurity product entails a separate chargeable service.
Hardware and Software
• Upgrades, Additions, or Changes in Equipment or Software: Major overhauls of the existing systems
including hardware swaps and software upgrades will require a separate project consultation.
• End of Life (EOL) Hardware/Software Support: Support services for EOL hardware or software exist but
will be limited in scope and will entail additional costs.
• Firmware and 3rd Party Patching: Assistance with firmware issues and third -party patch management
are available as part of a different package.
Training and Consultation
• Business Application Training: Comprehensive training solutions for a range of business applications are
available upon request.
• IT Standards and Policies Consultation: Consultations regarding IT standards, policy formations, and help
with regulatory audits can be undertaken as separate projects.
• Mobile Device Management: Our experts can help in crafting strategies for the seamless management of
mobile devices in your organization.
Recovery Solutions
Data & Disaster Recovery Remediation not Designed by Cendien: If recovery solutions not designed by
us are deployed, our role in remediation will be limited and charged separately.
Non-Cendien Owned Business Continuity Solutions: Monitoring and management of business continuity
solutions not owned by Cendien are beyond the scope of this contract. Cendien cannot be held liable for
issues arising from solutions offered by a different entity.
Service Level Agreement (SLA) and Equipment
Cendien — City of La Quinta / 2024 Page 21
Microsoft
• Limited Support for Items not Under Warranty: While limited support will be provided for items not
under warranty, persistent issues will necessitate replacement at the client's expense to maintain the IT
environment's security.
• Client's Failure to Replace Recommended Hardware: In cases where the client refrains from replacing
advised hardware, the SLA terms will be deemed unapplicable, thus categorizing services and
remediations as out of contract scope.
Client References
Cendien currently provides IT (Information Technology) Managed Services to Nurse Assist and the City of Concord
using the same model proposed in this response. They are similar in size, scope, and complexity. References will
be provided below for those Managed Services clients. We ask that you email and coordinate the reference check
with the clients before calling them so a time can be scheduled in advance.
Regional
Transportation N
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Authority CM
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Clients include but are not limited to:
• Nurse Assist
• City of Concord
• Globe Life
• Guilford
• GNC
• MV Transportation
• Regional Transit Authority
• Bon Secours
Hospital Rochester Medical
• JFK Medical Center
• Torchmark
Valley Water
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• Cinemark USA
•
University Health
• CVS Health
•
Arabian Centers
• Arvest Bank
•
Froedtert Health
• Eastern Maine Healthcare
•
McKinsey & Co
• Olathe Medical Center
•
City of Carrollton
• Golden Gate Capital
•
City of Arlington
• Boy Scouts of America
•
Sheridan Healthcare
• Santa Clara Valley Water
•
Novant Health
District
•
Tift Regional Medical Center
• DeVry University
•
Workers Compensation Board of
• Cooks Childrens
Manitoba
Cendien — City of La Quinta / 2024 Page 22
Reference 1: IT Managed Services and Support to Nurse Assist
Project Description
J�
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..�.irse
Assist
Microsoft
Nurse Assist needed assistance supporting their Microsoft Office products which
included management of their Office 365 and Azure tenants. Cendien provided
email security and managed and maintained their IT infrastructure and
surveillance cameras. Cendien also administered company applications, including
ERP application Infor Syteline and Factory Track.
Project Goal/Objective Obtain technical expertise to better manage its applications. Open tickets with
Cendien for incidents and requests and ask for support assistance. Prioritize
project and system automation, strategy, and guidance.
Support Services
• Network Management, Server Management
• Desktop & End User Support
• Security Services, Data Backup & Recovery
• Cloud Services, Email & Communication Systems
• Remote Monitoring & Management
• IT Strategy and Planning
• Compliance and Regulations
• Reporting and Documentation
• User Training
• Infor CSI EDI Implementation
• Windows Maintenance & Upgrades
• IT Helpdesk and IT Managed Services
Dates of Engagement
Project Owners
Team Members
Contact
Contract Amount
Contract Duration
Completion Date
2018 to present, 2 extensions of 5 Years
Israel Denis, Javier Silva
Austin Hynes, Colby Criswell, Luis Acevedo, Shirley Duong, Brian Granados
Ryan Winter
Chief Financial Officer
4409 Haltom Road, Haltom City, TX 76117
(505) 410-5684
rwinter@nurseassist.com
$250,000 (IT Staffing, IT Consulting, IT Managed Services)
5+ years (Status: Ongoing)
12/31/2028
Cendien — City of La Quinta / 2024 Page 23
Reference 2: IT Managed Services and Support to City of Concord
Project Description
corse
Microsoft
City of Concord could not properly support their Infor Lawson ERP Applications
due to limited staff. They needed help with project management, ongoing
support, overall strategy, applying patches, upgrades, improving system
performance, LBI and 4GL development, Year End closing process, supporting
interfaces, and technical/functional expertise to better manage their Infor
applications.
Additionally, City of Concord needed assistance with their Window servers. This
includes database management, updating patches on Windows servers, rebuilding
replication, automating processes, and working with their Infrastructure team.
Project Goal/Objective Provide both functional & technical expertise for issues resolution, business
process improvement, system setup, configuration changes, user requirements,
report design, enhancement requests, and system changes. Cendien was able to
quickly integrate to COC and become an extension of their support team.
Support Services
• Windows 2012 to 2019 Server Upgrade Project
• Windows Server Patching, User Training, Data Optimization
• Functional Support of FIN, SCM, and HCM
• Lawson Payroll/HR, including Year End Support and Patching
• Infor Security Administration / LBI Reports, and Crystal Reports
Development
• Infor ADFS/LDAPS Project / Infor OS Environment Installs
• Lawson Env Upgrade (LSF, Java, WebSphere, Portal)
• BSI TaxFactory Upgrade
• Custom 4GL Program Development
Dates of Engagement 1 2021 to present, 2 years + of providing service
Project Owners I Israel Denis, Linda VanTran Gebbia
Team Members Austin Hynes, Luis Acevedo, Shirley Duong, Nicole Sutti, Lakshmi Damerla, Dave
Alwardt, Javier Silva
Contact Damaris Sambajon
IT Manager, Enterprise Applications
Phone: (510) 207-9737
damaris.sambajon@cityofconcord.org
Contract Amount 1 $300,000 (ERP Staffing, ERP Consulting, ERP Managed Services)
Contract Duration 1 5+ years (Status: Ongoing)
Cendien — City of La Quinta / 2024 Page 24
Microsoft
Completion Date 12/31/2026
Reference 3: IT Managed Services and Consulting to Guilford County
Project Description
Guilford County needed technical and functional expertise to augment their
current team in preparation for migrating to Tyler Munis. They needed system
support, functional expertise, IPA development, and program development for its
conversion to Tyler Munis. They also needed overall guidance in supporting their
Infor applications environment.
Project Goal/Objective
Provide both functional & technical expertise for issues resolution, business
process improvement, system setup, configuration changes, user requirements,
report design, enhancement requests, and system changes. Cendien was able to
quickly integrate to Guilford and become an extension of their support team.
Support Services
• Functional Support of Infor Lawson Payroll/HR Applications
• Infor Lawson Payroll Data Conversion Files to Tyler Munis
• Kronos to Tyler Munis Data Conversion
• Go Live Support on Tyler Munis
• Kronos Upgrade Support
• Custom 4GL Program Development
Dates of Engagement
2019 to present
Linda VanTran Gebbia, Joanne DeLorenzo
Project Owners
Team Members
Joanne DeLorenzo, Lakshmi Damerla, Nicole Sutti, Sharon Jordan, Imran Khan,
Javier Silva
Contact
Sherry Bigelow
Project Manager, Enterprise Applications
(336) 641-4836
sbigelow@guilfordcountync.gov
Contract Amount
$200,000 (ERP Staffing, ERP Consulting)
Contract Duration
4+ years (Status: Ongoing)
Completion Date
12/31/2024
Cendien — City of La Quinta / 2024 Page 25
Reference 4: Application and Managed Services to Santa Clara Valley Water District
Project Description
Volley Water
Microsoft
Santa Clara Valley Water District engaged Cendien to assist with various reports
that Infor was not able to develop or timely deliver. Cendien was able to
successfully develop the reports in Birst, IPA, and ISD (Infor Spreadsheet
Designer). Valley Water also engaged Cendien for Managed Services for the
rollout of its CloudSuite applications for FSM (FIN and SCM) and HCM
applications.
Project Goal/Objective Develop the reports in Birst, IPA, ISD, and demo them to users. In a month's time
frame, Cendien was able to quickly develop the reports. Valley Water also issued
an RFP for Managed Services and Cendien won a multi-year contract to provide
ongoing support for the rollout of CloudSuite to Valley Water's team. Cendien is
optimizing business processes, helping the business to fill the gaps via
configurations and solutions from Cendien. Team in constant review of
processes for complete Infor solutions implementation.
Support Services • Reports Development and System Enhancements
• Functional Support of FIN, SCM, and HCM applications
• Custom IPA Report Development and US Bank Integration Project
• Systems Integrations for: Hyland OnBase, ProjectMate, Water Efficient
• Infor Document Management (IDM) for PO's (Purchase Orders)
• Absence Management Configuration and Setup for Temps/Interns
• ION BODs/ION API/IPA Development
Dates of Engagement 2021 to present, 2 years + of providing service
Project Owners I Israel Denis, Leonard Zemman
Team Members Joanne DeLorenzo, Keerthy Jayavelu, Nicole Sutti, Moyi Banerjee, Imran Khan,
Javier Silva
Contact Linda Huang
Corporate Applications Manager - Software Services
Phone: (408) 630-2459
LHuang@valleywater.org
Contract Amount 1 $400,000 (ERP Staffing, ERP Consulting)
Contract Duration 1 5+ years (Status: Ongoing)
Completion Date 1 12/31/2026
Cendien — City of La Quinta / 2024 Page 26
Microsoft
Reference 5: Application and Managed Services to Regional Transit Authority (RTA)
Project Description The Regional Transit Authority engaged Cendien to assist with managing and
supporting their entire Infor Applications, implementing an ERP Roadmap to
Regional
improve functionalities, alleviate pain points, improve reporting, and achieve
Transportation
Authority user satisfaction.
Project Goal/Objective
Provide both functional & technical expertise for issues resolution, business
process improvement, system setup, configuration changes, user requirements,
report design, enhancement requests, system changes. Implemented Infor
Document Management (IDM) and customized reports in BI FSM / Application
Studio.
Support Services
• Functional Support of Infor CloudSuite Applications (FIN and SCM)
• ERP Improvements & Pain Points
• Technical and Functional Staffing Support
• Infor Document Management implementation
• BI FSM Reports Development and Enhancements
Dates of Engagement
2021 to present, 2 years + of providing service
Project Owners
Asanka DeSilva, Moyi Banerjee
Team Members
Sethu Pathy, Siva Kumar, Sharon Jordan, Nicole Sutti, Moyi Banerjee, Imran
Khan, Javier Silva
Contact
Asha Mathunny
IT Director, Applications Services
Phone: (312) 913-3200
asha.mathunny@rtachicago.org
Contract Amount
$250,000 (ERP Staffing, ERP Consulting)
Contract Duration 1 5+ years (Status: Ongoing)
Completion Date 1 12/31/2026
Cendien — City of La Quinta / 2024 Page 27
Microsoft
Summary & Conclusion
In the dynamic landscape of IT support partners, what sets a service apart is not just the spectrum of services it
offers but the depth of its expertise, the reliability of its systems, and a history of successful engagements that
speak for its efficacy. Cendien stands tall encompassing all these traits, bringing forth an offer that is grounded in
more than two decades of industry experience and enriched with real-time solutions for government IT support
environments.
Expertise and Responsiveness
Our deep-rooted belief in the capabilities we offer stems from the blend of unparalleled IT skills, fortified through
rigorous training and certifications, and a rich repository of real-world experience in governmental IT support. This
allows Cendien to tailor services that meet the distinct needs of the City with a readiness to respond round the
clock, every day of the year, making us a partner you can rely on in every emergency.
The Finest Industry Tools
The Cendien approach is designed with the best the industry has to offer. Our team, equipped with state-of-the-
art tools, functions like a well-oiled machine ensuring not just service, but a service experience that is smooth and
fosters a successful, lasting relationship.
Proactive and Preventative Solutions
We rise above the reactive approach to IT support solutions, ushering in a proactive methodology that
continuously monitors all crucial servers, workstations, and network devices. This vigil ensures that any potential
issues are identified and rectified before they can escalate, promising a seamless operational environment.
Your Virtual IT Department
What we offer goes beyond a support service; it's an experience akin to having a dedicated IT department. A
system where help is a call away, ready to address a vast array of needs remotely through our unlimited in -scope
help desk support, with the added assurance of on-site support as per your requirements.
Cost -Effective Excellence
Our proven methodology ensures an enterprise -class IT department that is not only robust and reliable but also
cost-effective, giving you the best value for your investment, with no compromise on quality and efficiency.
Conclusion
In conclusion, Cendien IT Support Services does not just offer Information Technology Managed Services; we offer
a partnership grounded in trust, expertise, and a commitment to bringing innovative and custom-tailored solutions
to the City of La Quinta. We look forward to the opportunity of fostering a technologically enriched future, where
every IT solution is not just a service but a milestone towards greater efficiency and success.
Cendien — City of La Quinta / 2024 Page 28
March 1, 2024
City of La Quinta
Attn: RFP CM2024-001
78-495 Calle Tampico,
La Quinta, CA 92253
City of La Quinta, CA
Request for Proposal (RFP) #CM2024-001
Information Technology -Managed Services
000
CENDIEN
empowering business
CENDIEN
1846 E Rosemeade Parkway
Suite 200
Carrollton, TX 75007
(214) 245-4580
Cendien — City of La Quinta / 2024 Page 1
d
1
000
CENDIEN
empowering business
CENDIEN
1846 E Rosemeade Parkway
Suite 200
Carrollton, TX 75007
(214) 245-4580
Cendien — City of La Quinta / 2024 Page 1
Microsoft
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Table of Contents
Proposal for IT Support Services.................................................................................................................................3
RFP Scope of Services Requirements..........................................................................................................................4
Cityof La Quinta Current Environment......................................................................................................................9
ITSupport Service Pricing........................................................................................................................................ 11
Managed Services & Cybersecurity Offerings......................................................................................................... 13
ProfessionalService Pricing..................................................................................................................................... 14
Cendien — City of La Quinta / 2024 Page 2
Microsoft
Proposal for IT Support Services
Introduction
Cendien is honored to present this proposal in response to the City of La Quinta RFP for Information Technology
Managed Services. Leveraging our experienced team of IT consultants, we are poised to deliver remote support
services designed to meet the complex IT needs of the City of La Quinta.
Proposal Overview
Our proposal outlines a 36 -month partnership, during which we commit to providing comprehensive outsourced
managed services as detailed below. We are convinced that this collaboration will foster a robust and secure IT
infrastructure conducive to achieving the City's objectives.
Scope of Services
We propose to offer the following services as part of our Managed IT Services package:
Remote IT Support Services
Cloud Management
• Helpdesk support
• Cloud infrastructure setup and maintenance
• Network monitoring and management
• Data backup and recovery solutions
• Server management and monitoring
Cybersecurity
Consulting and Advisory
• Firewall and antivirus management
• Strategic IT planning and consulting
• Regular security audits and assessments
• Technology assessment and recommendations
Team Composition
Our team of IT consultants comprises seasoned professionals with expertise in various domains including, but not
limited to:
• IT Strategy and Planning
• Network and System Administration
• Cybersecurity
• Cloud Computing
Service Delivery Model
Our service delivery model is designed to ensure reliability and effectiveness:
• Invested Resources — Employing state-of-the-art technology solutions to ensure smooth delivery.
• Repeatable Service Delivery — Establishing a service model that ensures consistent delivery over time.
• Risk Management — Incorporating strategies to identify and manage risks proactively.
Cendien — City of La Quinta / 2024 Page 3
Microsoft
RFP Scope of Services Requirements
End User Support
Our end-user support services are designed to facilitate efficient operations and provide reliable support for City
of La Quinta's IT environment. Here's a detailed overview of the services we offer:
Help Desk Services
• Help Desk Monitoring and Ticket Resolution: Offering continual help desk monitoring to oversee,
manage, and resolve tickets in a timely manner.
• Automated Ticket Creation:
o System Notifications: Setting up automation for ticket creations triggered by system notifications
without user intervention.
o Issue Tracking and Reporting: Streamlining the process of tracking and reporting issues through
automated systems.
User Support
• End -User Queries and Support: Addressing end-user questions and providing necessary support.
• New User Setup: Facilitating the onboarding process through meticulous new user setups.
• Management of Active Directory and Email Systems: Assisting in the editing or removal of users from
Active Directory domain services and email systems as necessary.
Accessibility and Response Time
• Business Hours: Reachable by telephone from 7:00 am to 6:00 pm, Monday through Friday.
• Emergency Response: Implementing an emergency response system for after-hours assistance requests.
Response Time:
• During Business Hours (8:00 am — 5:00 pm): Committing to a response time within 30 minutes.
• After Hours (5:00 pm — 7:00 am): Ensuring a response time within 30 minutes for urgent service or
assistance requests.
On -Site Support
• Dispatch On -Site Technician: Arranging for an on-site technician to be dispatched for incidents not able
to be resolved remotely. Regular onsite support will be scheduled to liaison with staff in problem solving,
and to engage in planning for future needs.
Network Monitoring and Support
Cendien offers an integrated suite of network monitoring and support services to maintain high uptime and
performance of the City of La Quinta's IT network. Here is a detailed description of our services in this sector:
Connectivity Monitoring and Troubleshooting
1. Internet Connectivity:
• Monitoring: Constant vigilance over your internet connectivity to ensure smooth operations.
Cendien — City of La Quinta / 2024 Page 4
Microsoft
• Troubleshooting: Swift identification and resolution of any issues affecting internet connectivity to
minimize downtime.
2. Internet/LAN Connectivity:
• Monitoring: Overseeing both the internet and LAN connections to maintain a stable network
environment.
• Troubleshooting: Implementing rapid troubleshooting processes to address connectivity issues
efficiently, ensuring the uninterrupted flow of operations.
Network Device Management
• Updates: Keeping all network devices updated to the latest versions to ensure security and optimal
performance.
• Maintenance: Regular maintenance routines to preemptively address potential issues before they can
affect the network.
• Configuration: Setting up and configuring network devices to function harmoniously, meeting the
specific requirements of the City of La Quinta's IT environment.
Server Monitoring and Support
Our services in server monitoring and support are comprehensive, aiming to maintain a robust and secure server
infrastructure for City of La Quinta. Below we outline the specific services that we offer:
Server Infrastructure Maintenance
• Operational State: Ensuring that the server infrastructure consistently remains in a functional and
operational state.
• System Reports and Alerts: Diligently monitoring system reports and alerts to anticipate and address
potential issues proactively.
System Updates and Backups
• Updates/Patches: Regularly updating essential systems with the latest updates and patches to maintain
security and performance.
• Automated Updates: Automating the downloading and installation of necessary updates/patches every
30 days, utilizing a predefined approved install maintenance window to avoid disrupting users during
business hours.
• Data Backup: Upholding a regular routine to back up all data hosted on City of La Quinta's server
systems, ensuring data integrity and availability.
Software and License Monitoring
• Software Installations: Facilitating the installation of new software, ensuring compatibility and
integration with existing systems.
• License Monitoring: Keeping a vigilant eye on software license usage and expiration dates to maintain
compliance and uninterrupted service.
Cendien — City of La Quinta / 2024 Page 5
Microsoft
Automated Monitoring
• Problem Notification System: Implementing an automated problem notification system for real-time
monitoring of all computer and network -related hardware and software.
• Server Operations Reports: Providing meticulous monitoring through daily server operations reports,
backup logs, weekly server usage reports, and regular updates on Microsoft security status.
Disaster Recovery
• Disaster Recovery Plans: Crafting, maintaining, and updating disaster recovery plans to ensure seamless
recovery in the event of catastrophic failures, safeguarding City of La Quinta's critical data and system
functionalities.
Network Security Support
We are committed to safeguarding City of La Quinta's network infrastructure through a suite of network security
support services that are robust and reliable. Here's what we offer:
Network Audits and Recommendations
• Audit: Conduct comprehensive network audits to assess the current security landscape and identify
potential vulnerabilities.
• Recommendations: Provide insightful recommendations based on the audit findings to bolster network
security.
Security Monitoring
Intrusions/Threats: Constantly monitor the security status to promptly detect and respond to any
intrusions or threats, ensuring the integrity of City of La Quinta's network.
Operational Security Feedback: Deliver periodic feedback on operational security, helping you stay
updated on the security health of your network.
User Management
User Logins and Security: Manage user logins diligently, maintaining a secure access control system to
protect sensitive data and network resources.
Roles and Permissions: Set up and manage roles and permissions judiciously to facilitate secure and
efficient access to network resources.
Malware and Virus Protection
• Software Maintenance: Ensure the virus and malware software on all City of La Quinta computer
systems are up to date, offering a first line of defense against cyber threats.
• Reporting: Provide regular reports on the status and findings of the malware and virus protection
systems, keeping you informed of potential threats and preventive measures.
Update Management
• Signature File Updates: Install and maintain virus signature file updates, ensuring real-time protection
against known threats.
• Patch Management: Oversee a structured patch management strategy, regularly updating all systems to
mitigate vulnerabilities and maintain a secure network environment.
Cendien — City of La Quinta / 2024 Page 6
Microsoft
Initial Assessment
In the initial stage of our engagement, we undertake a rigorous assessment of the existing technological
landscape at City of La Quinta to identify and rectify issues and to set a robust foundation for ongoing
monitoring and alerting. Here's what the process involves:
Technology Evaluation
• System Inventory: Create an inventory of all hardware and software assets to have a comprehensive
view of the existing technology stack.
• Performance Assessment: Evaluate the performance of various systems and technologies to understand
their current state and effectiveness.
Security Audit: Conduct a security audit to identify vulnerabilities and ensure all systems are secure and
data is protected.
Issue Resolution
• Issue Identification: Identify existing issues in the system through a meticulous review of the current
setup.
• Rectification Plan: Develop a structured plan to rectify identified issues, setting a timeline and allotting
resources for the task.
• Implementation: Implement the rectification plan, ensuring that all issues are resolved effectively and in
a timely manner.
Setting Up Monitoring and Alerting
• Monitoring Tools: Set up state-of-the-art monitoring tools to keep a continuous watch on the system
health and performance.
• Alerting Mechanism: Establish an alerting mechanism to receive instant notifications about any
disruptions or issues, facilitating quick responses.
• Periodic Reports: Design a system to generate periodic reports giving insights into system health, which
would be instrumental in informed decision-making.
Asset Tracking
To ensure a streamlined and efficient operational environment, we offer meticulous asset tracking services that
encompass the following key areas:
Electronic Inventory Maintenance
• Inventory Database: Establish and maintain a comprehensive database that documents all software and
computer products owned or purchased by City of La Quinta.
• Regular Updates: Regularly update the inventory to reflect recent acquisitions, upgrades, or
retirements, ensuring that the database is always current.
• Software License Tracking: Track the licenses of all software products to manage compliance and
renewals efficiently.
Hardware Warranty Coordination
Warranty Tracking: Keep detailed records of warranty information for all hardware units, facilitating
easy access to warranty services when needed.
Cendien — City of La Quinta / 2024 Page 7
Microsoft
• Warranty Claims: Coordinate warranty claims, liaising with vendors to ensure speedy resolutions to
hardware issues.
• Warranty Renewals: Manage warranty renewals to ensure continuous coverage, helping to maintain
the longevity and functionality of City of La Quinta's hardware assets.
Services and Support Strategies
Quarterly Management Meetings
• Strategic Overview: Review the strategic direction and overview of IT initiatives.
• Performance Review: Evaluate the performance of implemented strategies and identify areas for
improvement.
Technology Strategy Planning
• Roadmap Development: Develop a technology roadmap that aligns with City of La Quinta's objectives.
• Innovation: Incorporate the latest technological advancements to foster innovation.
Quarterly Health Check
• System Analysis: Conduct an analysis of the system's health and functionality.
• Recommendations: Provide recommendations based on the health check results.
Technology Procurement Consulting
• Vendor Analysis: Assist in analyzing potential vendors and products.
• Cost -Efficiency: Ensure cost-efficient technology procurement strategies.
Monthly Reporting
• Performance Metrics: Report on key performance metrics.
• Incident Reports: Provide detailed incident reports to maintain transparency.
Proactive Monitoring of the Network Environment
• Real -Time Alerts: Set up real-time alerts for network discrepancies.
• Performance Optimization: Continuously work towards network performance optimization.
Proactive Virus Protection
• Security Updates: Ensure timely updates to security systems.
• Threat Analysis: Carry out regular threat analyses to stay one step ahead of potential issues.
Password Administration
• Secure Access: Implement and manage secure access protocols.
• Regular Updates: Encourage regular password updates to enhance security.
Cendien — City of La Quinta / 2024 Page 8
Microsoft
City of La Quinta Current Environment
Current IT Systems Environment
Server Environment
Physical Sites (8 sites)
Virtual Server Environment (30 endpoints)
Workstations and Laptops (167 endpoints)
Mobile Devices (81 endpoints)
No.
Facility Description
Address
1
City Hall
78495 Calle Tampico
2
Corporate Yard
78109 Avenue 52
3
Library
78275 Calle Tampico
4
Museum
77-885 Avenida Montezuma
5
Wellness Center
78450 Avenida La Fonda
6
Talus Event Center
79179 Ahmanson Ln
7
X -Park
46170 Dune Palms Rd
8
City Owned Building
51001 Eisenhower Dr
9
Miscellaneous Park Facilities
Across City of La Quinta
Core Systems
The core server is made up of six (6) Dell blade servers running VMWare vSphere Standard in a clustered
configuration. This system runs most of the City's servers — approximately 16 virtual servers — and is
managed through vCenter. This system utilizes High Availability and vMotion technologies, as well as a
number of other features.
Servers & Network Applications
The City utilizes approximately (22) servers to meet its needs for network management, security,
specialized applications, databases, messaging, and storage. These include:
• Active Directory/DNS Management, File Server, Print Server, Windows Software Updates Services
• Microsoft 365 Commercial, Disaster Recovery, Tyler Incode, Laserfiche, ArcGIS
• AXIS, Genetec Security Center
Network Appliances
A number of network appliances perform key functions on the City's network (edge and core). These
appliances include:
• SonicWall Firewalls
• Cisco Meraki Switches
• Ubiquiti Wireless Access Points
Cendien — City of La Quinta / 2024 Page 9
Microsoft
• QNAP WAN Switch and SAN Storage
• APC Power Supply
Servers & Network Applications
The City workstations utilize a standard software suite, as well as specialized applications. The majority of
the City's systems are web -based and do not require any software installation. The base workstation has
the following app configuration:
• Windows 10/11 Professional
• Microsoft 365 Apps
• Adobe Acrobat Reader
• Google Earth Pro
In addition to the standard software suite, individual departments utilize specialized software/hardware:
• Adobe Acrobat Pro DC — Enterprise Subscription
• Tyler Technologies - Eden ERP
• Laserfiche
• Timeclock (TCP Software) — Hardware & Web Access
• Bluebeam Revu
• ESRI ArcGIS Online
• Autodesk AutoCAD
Cendien — City of La Quinta / 2024 Page 10
Microsoft
IT Support Service Pricing
The following fee structure for the 60 -month period.
Outsourced Managed Services Fee:
Onboarding
Monthly Total
Annual Total
0nboa rding—(Waived)
$2,525
Monthly Item
Qty
Unit Price
Monthly Total
Annual Total
Physical Servers
6
$250
$1,500
$18,000
Virtual Servers
16
$150
$2,400
$28,800
Firewalls
2
$125
$250
$3,000
NAS
5
$50
$250
$3,000
Network Switches
25
$30
$750
$9,000
Access Points
24
$20
$480
$5,760
Mobile Devices
81
$30
$2,430
$29,160
Workstations and Laptops
167
$50
$8,350
$100,200
UPS
4
$15
$60
$720
Site Connections — Network Probe
8
$40
$320
$3,840
Support Services — vCIO, IT Management, Strategic
Planning, Tech Support
$4,575
$54,900
Totals
$21,365
$256,380
Cendien — City of La Quinta / 2024 Page 11
Outsource Managed Services Contract Annual Pricing
Contract Year
% change
Total Annual Support Cost
Monthly Cost
Total Labor: $54,900
1
() One
0%
Managed Services: $201,480
21,365
Total Support Cost: $256,380
Total Labor: $54,900
2
() One
0%
Managed Services: $201,480
21,365
Total Support Cost: $256,380
Total Labor: $56,547
3
() One
3%
Managed Services: $207,524
22,006
Total Support Cost: $264,071
Total Labor: $58,243
(4) One
3%
Managed Services: $213,750
$22,666
Total Support Cost: $271,993
Total Labor: $59,990
5
() One
3%
Managed Services: $220,163
23,346
Total Support Cost: $280,153
Conclusion
We are confident that this proposal lays out a strategically designed framework that is primed to not only steer
the City of La Quinta toward achieving its IT objectives with efficiency and innovation but also adept in mitigating
and managing associated risks seamlessly. Thank you for considering Cendien as your partner in Information
Technology Managed Services. We look forward to the opportunity of working with The City of La Quinta.
Cendien — City of La Quinta / 2024 Page 12
Managed Services & Cybersecurity Offerings
Managed Services
Infrastructure & Device Management
Network Monitoring - ICMP/SNMP
24x7x365 Monitoring
Reporting/Periodic Business Reviews
Cloud/SaaS Application Management
Help Desk & On -Site Services
Backup & Disaster Recovery
Remote Support Included
Project Work - Bundle or Ad -Hoc (Hourly)
Advanced Cybersecurity
(addons)
$40/User
Password Vault and Management
Security Awareness Training
Single Sign -On
Dark Web Monitoring
Email Encryption/Protection
Advanced Spam filtering and safe links
EDR (Endpoint Detection and Response)
Multi -Factor Authentication
Cybersecurity Risk Assessment
Vulnerability Scanning
Data Loss Prevention for M365
Microsoft 365 Tenant Security
Includes Basic Security
Microsoft
Basic Security
(addons)
$20/User
Basic Spam Filtering
Endpoint Detection - additional Layer
Windows desktop backup
Microsoft 365 Backup
Disk Encryption/Protection
Web Content Filtering
Basic Antivirus/Antimalware
Cybersecurity Premium Plus
(addons)
$100/User
Managed SIEM/ MDR SOC / Logs / Retention
Firewall Management
Intrusion Detection
Compliance & Regulatory Reporting
Network Access Control
User Behavior Analytics
Includes Advanced Cybersecurity
Cendien — City of La Quinta / 2024 Page 13
Microsoft
Project - Professional Service Pricing
Professional Services Hourly Rate:
For projects outside the scope defined in the RFP, we propose an hourly rate, which is outlined below:
Description
Hourly Rate
Level 1 Technician (remote)
$90 / hour
Level 2 Technician (remote)
$100 / hour
Level 3 Technician (remote)
$125 / hour
Project Management (remote)
$150 / hour
Cendien — City of La Quinta / 2024 Page 14
March 1, 2024
City of La Quinta
Attn: RFP CM2024-001
78-495 Calle Tampico,
La Quinta, CA 92253
City of La Quinta, CA
Request for Proposal (RFP) #CM2024-001
Information Technology -Managed Services
00
CENDIEN
empowering business
CENDIEN
1846 E Rosemeade Parkway
Suite 200
Carrollton, TX 75007
(214) 245-4580
Cendien — City of La Quinta / 2024 Page 1
d
1
00
CENDIEN
empowering business
CENDIEN
1846 E Rosemeade Parkway
Suite 200
Carrollton, TX 75007
(214) 245-4580
Cendien — City of La Quinta / 2024 Page 1
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Table of Contents
ResponseSummary................................................................................................................................................3
CompanyOverview................................................................................................................................................5
ServiceApproach & Offerings..............................................................................................................................
12
ClientResponsibilities..........................................................................................................................................
19
Reservationof Rights...........................................................................................................................................
20
Support Service Exclusions..................................................................................................................................
21
ClientReferences.................................................................................................................................................
22
Summary& Conclusion.......................................................................................................................................
28
Cendien — City of La Quinta / 2024 Page 2
Response Summary
City of La Quinta
Attn: RFP CM2024-001
78-495 Calle Tampico,
La Quinta, CA 92253
microsoN
March 1, 2024
Arisma Group LLC, dba Cendien, is delighted to present our proposal for offering Information Technology Managed
Services to the City of La Quinta. Through this proposal, we firmly believe that we possess the necessary skills and
expertise to fulfill the City's service needs to the fullest. Our seasoned team at Cendien has a strong track record
of tailoring IT solutions to align seamlessly with our client's specific requirements. In addition, our ongoing
engagement in providing similar services to various governmental agencies position Cendien as an optimal choice
for partnering with the City of La Quinta.
Upon a successful award, our initial responsibility will be to undertake a thorough assessment of the City's
infrastructure. This evaluation will encompass various aspects, including network element, applications, endpoint,
and server discovery. Our approach will be holistic, leveraging current network management systems, blueprints,
and records to pinpoint every component present within the network. Following discovery, Cendien will deploy
our advanced managed services provider toolkit, which includes platforms such as ConnectWise, SentinelOne, and
Auvik.
Cendien's managed services platforms stand at the apex of innovation, each serving a pivotal role in ensuring a
robust, secure, and efficient IT infrastructure. ConnectWise functions as a powerhouse in remote monitoring and
management, offering a centralized console that facilitates seamless integration and management of IT systems.
It effectively synergizes with SentinelOne, a frontline defense mechanism offering unparalleled cybersecurity
solutions, to create a fortress of safety against a wide array of cyber threats.
Complementing this duo is Auvik, a network management software tool designed to provide complete visibility
and control over your network, ensuring stability and reliability in IT operations. Together, Cendien Managed
Services toolkit forms a triumvirate of technological prowess, bringing an elevated level of security, efficiency, and
innovation to your IT landscape.
By deploying this toolkit, Cendien pledges to usher in an era of uncompromised security and heightened
productivity, guiding the City of La Quinta towards a future where its IT infrastructure is not just a support system,
but a driver of excellence and a facilitator of smooth, uninterrupted operations. It marks the beginning of a journey
towards a technologically empowered, secure, and efficient operational environment, setting a benchmark in
industry standards.
With the powerful capabilities of our toolkit, Cendien will meticulously craft a comprehensive map of your existing
IT environment. This strategic initiative aims to spotlight ample opportunities where the pre-existing network
architecture can be optimized to its fullest potential, while concurrently identifying and noting down all known
security vulnerabilities, laying down a clear roadmap for targeted improvements.
Cendien — City of La Quinta / 2024 Page 3
Microsoft
In a bid to robustly remediate existing security vulnerabilities, our seasoned team will undertake a multi -faceted
approach that encompasses addressing out-of-date firmware and software that pose potential risks. This involves
a strategic overhaul of administrative and user permissions to ensure a seamless yet secure operational milieu,
characterized by well-defined roles and access controls. Furthermore, we pledge to institute appropriate security
protocols, with regular maintenance schedules, to foster a safe and secure environment that stands resilient in the
face of emerging threats and challenges. This dynamic strategy ensures a vibrant IT ecosystem that is both
adaptable and forward-looking, ready to evolve with changing technological landscapes.
In instances where vulnerabilities necessitate alterations to the infrastructure, encapsulating moves, additions,
changes, or deletions (MACD), and/or data storage, Cendien will carefully earmark these for special attention,
managing them as distinct projects. This delineation ensures that each aspect receives the focused expertise it
demands, promoting a well-rounded and strategic approach to security and efficiency. This meticulous process
promises not just to rectify existing vulnerabilities but to transform your IT infrastructure into a powerhouse of
efficiency and security.
By teaming up with Cendien, the City of La Quinta can look forward to a streamlined, secure, and highly efficient
IT environment, where innovation and safety walk hand in hand, paving the way for a future that is technologically
resilient and optimized for success. We sincerely appreciate the opportunity to showcase our qualifications and
present our committed approach to assist the City of La Quinta in achieving a seamless, secure, and robust IT
Support Services. We hold a firm belief in our unique position to undertake this task, drawn from our depth of
experience and a proven track record of successfully steering similar projects to fruition.
At Cendien, we are prepared not just to meet the expectations but to significantly exceed them, thereby emerging
as the most valuable choice for the City of La Quinta. Our team stands ready and eager to undertake the role of
your trusted IT support services partner, bringing to the table a blend of expertise, innovation, and dedication. We
are ready to help the City of La Quinta, promising a collaborative journey towards creating an IT environment that
is a benchmark of excellence and reliability.
Thank you for considering Cendien. We look forward to the prospect of serving the City of La Quinta and forging a
partnership marked by growth, innovation, and mutual success.
Sincerely,
Israel Denis
Managing Director
Cendien — City of La Quinta / 2024 Page 4
Microsoft
Company Overview
Established in 1999, Cendien commemorates over two decades of unparalleled service in transforming the IT
support landscapes. Throughout this illustrious journey spanning more than 23 years, we've been at the forefront
in rallying a team of service -minded professionals who embody talent, dedication, and a deep-seated commitment
to fostering innovation and efficiency in IT environments. At the heart of our services is the creation of a robust
framework meticulously crafted to manage IT environments seamlessly throughout the different phases of the
lifecycle. Our support infrastructure is designed not just to streamline operational dynamics but to delve deeper,
analyzing the intricate nuances derived from these processes, thereby offering innovation and improvement.
Cendien is more than just a service provider; we are your partners in growth, committed to turning visions into
tangible realities, ensuring that every technological endeavor is not just a project but a step towards a future
replete with opportunities and advancements. As we stand on the threshold of a new era in our journey, we invite
you to be a part of this legacy of excellence, to craft a partnership that is synonymous with innovation, reliability,
and unmatched expertise.
Cendien, a renowned Microsoft partner and a full-service provider of Information Technology Support Services, is
proud to bring forward its extensive expertise and resources in extending its services to the City of La Quinta. With
corporate headquarters in Dallas, Texas, we stand tall with a rich heritage of specializing in an array of application
supports ranging from customizations, managed services, implementations to migrations and integrations.
Our firm's proficiency encompasses a wide spectrum of IT domains including, but not limited to, cloud migrations,
disaster recovery, application management, system administration, and network design. We are adept at server
management, overseeing patch and version control, and extending meticulous support for desktops, laptops, and
mobile devices, catering to all facets of IT administration and support requirements. With a team of consultants
and application experts, Cendien is committed to delivering outcomes that not only meet but exceed anticipated
results. Leveraging our deep industry insights and technical acumen, we are confident in our ability to serve as a
valuable Information Technology support partner for the City of La Quinta, bringing to the table services
characterized by precision, reliability, and innovation.
In our effort to provide a comprehensive solution, we are delighted to present this proposal for IT Support Services,
as requested in RFP, with a team of seasoned IT support consultants readily available for both remote and on-site
support as needed. We take pride in fostering a meticulous service delivery model, which is both reliable and
repeatable, facilitating the seamless realization of the client's objectives while adeptly managing all potential risks
associated with the service delivery.
This proposal embodies an unparalleled fusion of outstanding technical and business services, characterized by a
dedicated investment of time and resources to foster a service ecosystem that aligns seamlessly with the City of
La Quinta's objectives. It is crafted with a visionary approach that prioritizes the implementation of client goals,
ensuring a partnership that is resilient, forward -thinking, and grounded in mutual growth and success.
Our history of support services showcases our expertise in furnishing a broad spectrum of information technology
solutions that span across numerous crucial domains. The range of services we offer include, but are not limited
to:
Cendien — City of La Quinta / 2024 Page 5
microsoN
• Cloud Migrations: Facilitating smooth transitions to cloud platforms, enhancing efficiency,
and ensuring data security.
• Disaster Recovery: Crafting resilient systems that safeguard critical data and ensure business
continuity in the face of unforeseen circumstances.
• Application Management: Overseeing the optimal functioning of various applications,
ensuring they run seamlessly and meet your operational requirements.
• System Administration: Providing meticulous oversight of your IT systems to ensure stability
and efficiency in operations.
• Network Design: Building robust and efficient network infrastructures that stand as the
backbone of your IT landscape.
• Server Management: Ensuring the uninterrupted and secure functioning of server
environments, supporting the vital operations of your organization.
• Patch and Version Control: Implementing rigorous controls to manage updates efficiently,
keeping systems secure and up to date.
• Desktop and Laptop Support: Offering comprehensive support services for desktops and
laptops to ensure smooth daily operations.
• Mobile Device Administration and Support: Managing and supporting mobile devices to
safeguard data and facilitate seamless access to business resources.
Our commitment to excellence is reflected in our multi -dimensional approach, where we prioritize understanding
and meeting the distinct needs of each client, focusing on providing solutions that are both innovative and reliable.
By choosing Cendien, you are opting for a partner that brings a wealth of experience and a proven track record of
delivering results, promising a collaboration that fosters growth and embraces technological advancements.
People are important to us; they are our most critical asset. We are known for our highly skilled talent and our
high retention. We recruit, invest in, and nurture our Cendien team members so that we can offer our clients
committed staff with top-notch skills who continually seek high performance for themselves and our clients.
Our best -in -class consultants add high value to organizations without the associated burden of hiring or developing
employees. We are a support services firm dedicated to serving our people, clients, and our community. Cendien's
Information Technology (IT) supports services offering is flexible, predictable, and scalable. This enables our clients
to have reliable services to include:
• Faster and more cost-effective services.
• Methodology that centralizes the management of endpoints.
• Implementation of compliant practices that mitigate the risk.
Cendien offers the City of La Quinta's the following differentiators that we believe are critical to the effectiveness
of this engagement.
Cendien — City of La Quinta / 2024 Page 6
Microsoft
Relationship Management
Cendien has a strong relationship management team that will work towards your success. We have a dedicated
Client Managing Director who is committed to overall success of your program. A Client Account Lead would also
be assigned to your organization and will serve as technical delivery lead for requests. The Client Account Lead
role is our designation for leadership over all aspects of client satisfaction and technical delivery and would serve
as your primary point of contact for all aspects of this contract.
Commitment
Cendien is committed to the success of the City of La Quinta's. Upon award, we will collaborate closely with your
team, operating as a genuine partner to empower your clients in the successful execution of their most vital
initiatives. We approach our collaboration with your organization as a genuine partnership, aiming to seamlessly
align with your team and empower your clients in the achievement of their utmost strategic initiatives. Our
commitment is rooted in facilitating and supporting the realization of your objectives, ensuring that together, we
can consistently deliver on the most crucial and impactful projects.
Objectives and Key Capabilities
We understand the pressures that exist to reduce administrative costs while continuing to deliver—and even
increase—the business value delivered from information delivery services. As you move forward, we know your
objectives are twofold: to improve the value delivered by driving efficiency in core IT Services and to build new
capabilities in the areas of new projects.
We understand the City's need for a support partner to provide high-quality information technology support
services with speed and scalability. The following are the core elements of our approach.
Provide Flexibility and Scale – Cendien would work to deliver a flexible model that can scale quickly based on
demand, which includes the ability to deliver onsite and remote. We leverage practices so that you have the most
appropriate resources for each unique situation. You maintain a wide variety of technologies, and we provide you
with an unmatched ability to work across that broad technical landscape.
Easy, Quick Access to Innovation –We have partnerships with the most recognized and successful technology
providers in the industry like Infor, Oracle, AWS, Google, Microsoft and leverage those partnerships to provide
the capability on emerging trends.
Diverse Team, One Culture – Cendien is a culture of dedicated and diverse people. Our team would have the same
depth of expertise across the entire tech landscape you support, they all share a common understanding of what
successful delivery looks like and how to achieve it.
Cendien Firm Snapshot
Cendien stands as a beacon of reliability, expertise, and innovation in the IT services landscape. We are not just a
IT support services provider; we are a partner in growth, ready to forge a journey marked by success, technological
Cendien – City of La Quinta / 2024 Page 7
Microsoft
advancement, and the fulfillment of mutual objectives. With a legacy steeped in success stories, we invite you to
craft a future where possibilities are limitless, and achievements are a constant trajectory. We bring a rich legacy
of expertise and credibility to the table, anchored by impressive credentials and a history of excellence. Here is a
snapshot of what sets us apart:
• Limited Liability Corporation: We operate as a structured entity, ensuring that our operations and
services adhere to the highest standards of legality and corporate governance.
• Long -Standing Heritage: Established in 1999, we are celebrating over 23 years of dedicated service, a
testament to our enduring commitment to excellence and innovation in the IT services sector.
• Strategically Located: Our headquarters are nestled in the vibrant hub of Dallas, Texas, more precisely in
Carrollton, placing us in a nerve center of technological advancements and business opportunities.
• Certified Partnerships: As a certified partner of industry leaders such as Microsoft and Infor, we bring to
the fore a blend of reliability and expertise, delivering solutions steeped in quality and innovation.
• Nationwide Network of Experts: Our team is bolstered by a formidable force of over 50 consultants
spread across the nation, each bringing a wealth of experience and a diverse skill set, ready to tailor
solutions to meet your specific needs.
• Public Sector Engagement: We have carved a niche in the public sector, navigating its unique landscapes
with adeptness and efficiency, and delivering services that meet the high standards of public service
mandates.
• Minority Certified Vendor: We are proud to hold the Minority Business Enterprise (MBE) certification, a
recognition of our commitment to fostering diversity and inclusivity in the business ecosystem.
As we present our candidacy to become your trusted IT support partner, we bring with us this rich background
and a commitment to uphold the values and standards that have defined our journey so far. Let us leverage this
legacy of excellence to foster a partnership rooted in trust, efficiency, and mutual growth.
Arisma Group LLC
•
Limited Liability Corporation
dba Cendien
•
Established in 1999 (23+ years in service)
(214) 245-4580
•
Based in Dallas, Texas (Carrollton)
(888) 353-6744
•
Certified Microsoft and Infor Partner
http://cendien.com
•
Certified Delivery Partner
FEIN: 20-2859158
•
Over 50+ Consultants nationwide
UEL KLD6QM2MTNX5
•
Working in the Public Sector
MKXYFPN734H3
•
Minority Certified Vendor (MBE -Minority Business Enterprise)
•
NCTRCA Minority Certified Vendor (MBE) HMMB47549N0725
Cendien — City of La Quinta / 2024 Page 8
Microsoft
Management Team
Managing Director
Responsibilities: Managing Director, Project Leadership and Oversight, Escalations
Managing Director with a robust foundation in ERP system support, specifically in Financials,
HR, and Procurement, complemented by a strong grasp of IT landscapes and web modules.
With over 27 years of extensive ERP experience, including 25 years specializing in client IT
staffing support, Israel brings a wealth of expertise to the table. His role encompasses a wide
Israel Denis array of responsibilities, such as sourcing resources for project management, conducting scope
analysis, facilitating process reviews, providing application support, devising resource planning
strategies, overseeing business realignment initiatives, managing system setup and testing,
executing data conversions, and conducting user training sessions. In addition to his rich
professional background, Israel holds a master's degree and excels in both written and verbal
communication.
Client Success Manager
Responsibilities: Success Manager; Management, Oversight, Escalations, Issues Resolution.
Experienced IT professional with more than 27 years of expertise in staffing ERP projects.
V V Accomplished Practice Leader and Senior Manager with a focus on ensuring client satisfaction
and delivering successful projects. Proficient in leading technology teams and projects to
Linda VanTran successful completion within budget and on schedule, while effectively managing complexity,
Gebbia mitigating risks, and defining project scopes. This extensive background extends to both public
and private sector environments.
Senior Resource Manager
Project Responsibilities: Project Manager, Issue Resolution, Scope Management.
r
Luis is a seasoned resource manager with over two decades of experience in the Information
Technology sector, boasting a strong background in staffing and personnel management. His
expertise spans various roles, including Systems Consultant, Project Management, and
Technical Systems Manager, highlighting his exceptional ability to lead and coordinate projects
Luis Acevedo effectively. He has a proven track record of successfully overseeing implementations, system
upgrades, and IT development projects in diverse industries, making him a valuable resource
for staffing -related challenges within these domains.
Senior Technical Manager
Project Responsibilities: Technical Project Manager, Managing Tech Scope.
Javier's extensive experience spans multiple domains, granting him a well-rounded expertise
in a range of IT systems and applications. His role involves managing resources, technical
teams, ensuring client environments run smoothly, monitoring systems, and troubleshooting
errors, and executing tasks according to best practices recommendations. In essence, he is
Javier Silva responsible for the effective technical management of IT operations and systems.
Cendien — City of La Quinta / 2024 Page 9
Microsoft
Expertise at Your Service
Cendien prides itself on harboring a robust team of fifty-five full-time professionals, including specialists who have
obtained the prestigious certification of Criminal Justice Information Systems (CJIS) Level 4 Security Awareness.
This assembly of experts stands ready to offer unparalleled support to the City of La Quinta, bringing with them a
wealth of knowledge and a profound understanding of the workings of the CAS environment.
Dedicated Desktop Support Technicians
Our desktop support engineers are the core of our support services, presenting a range of services meticulously
crafted to cater to your every need. They are well -versed in navigating the intricacies of municipal environments
such as the one at the City of La Quinta, embodying a perfect blend of expertise and understanding to offer services
that are both effective and empathic.
Services Tailored to Your Needs
From tasks as simple as replacing a keyboard to taking charge of a complete overhaul of your infrastructure through
redesigning and deploying state-of-the-art systems, we house the expertise to meet a diverse array of needs. Our
engineers adopt a user -centric approach, focused on meeting user needs promptly and efficiently, facilitating a
smooth operational flow devoid of hindrances.
Responsive and Timely Issue Resolution
Understanding the critical role of timely interventions, our team operates with a keen eye on resolving issues
swiftly, ensuring that disruptions are minimized, and productivity is upheld. Their deep-seated understanding of
municipal work environments equips them to anticipate potential challenges and craft solutions that are both
proactive and responsive.
Meet Your Operational Goals with Cendien
As we extend our services to the City of La Quinta, we bring with us not just a service, but a promise; a commitment
to stand by you as reliable partners, ready to foster an environment of growth, security, and efficiency. With
Cendien by your side, you are not just meeting operational goals, but setting new benchmarks in excellence,
crafting a narrative of success steeped in innovation and foresight.
The value proposition that differentiates us:
• Integrated Approach
Understanding business objectives allows us to determine the best technological staffing solution to meet
your unique requirements.
Technology Experts
Specializing in providing staffing support services for the technology you require for your business systems,
programs, and networks.
• Organization's Success
Building a relationship with our clients that facilitates open communication allowing Cendien to be proactive
when presenting staffing solutions to increase the value for your organization.
Cendien — City of La Quinta / 2024 Page 10
Microsoft
The service delivery approach that differentiates us:
• Collaboration
We focus on clients and strong engagement with the end-user community.
• Fit -for -Purpose
We use best -in -class tools and deliver practical scalable solutions.
• Change Management
We make a commitment to change management in every initiative.
Cendien Support Services Framework
Cendien's Managed Services Framework operates on the foundational principle of delivering resilient, scalable,
and secure IT solutions. Our approach is outlined below:
1. Strategic Planning
• Needs Analysis: Determining the specific needs of the City of La Quinta to create bespoke IT solutions.
• Technology Roadmap: Developing a long-term plan to align technology developments with your
business objectives.
2. Implementation
• Infrastructure Setup: Setting up a robust IT infrastructure that is both resilient and tailored to meet your
organization's demands.
• Customization: Personalizing solutions to match the unique requirements of your organization.
3. Operation & Maintenance
• Monitoring and Management: Utilizing state-of-the-art tools to monitor network health, ensuring
optimized operations at all times.
• Responsive Support: Offering quick and efficient support to address any issues, reducing downtime and
maintaining productivity.
4. Continuous Improvement
• Feedback Loop: Establishing a continuous feedback loop for consistent improvements and adaptations.
• Technology Updates: Regularly updating the technology stack to stay abreast of the latest advancements
and maintain a competitive edge.
5. Compliance and Security
• GIS Certified Technicians: Leveraging the expertise of technicians with GIS Level 4 Security Awareness
certification to ensure the highest level of security compliance.
• Risk Management: Implementing strategic risk management practices to safeguard your organization's
data and infrastructure.
Cendien — City of La Quinta / 2024 Page 11
Support Services Tools
ConnectWise / Auvik
• Network Remote Monitoring & Management
• Notification of Network and Endpoint Health
• Detailed Reporting of Network Events
• Database administration maintenance plan
• Secure Backup & Disaster Recovery
• Remote Equipment Configuration
• Device Configuration Repository and Backup
• Tracks Equipment Software/Firmware Versions
Service Approach & Offerings
Microsoft
SentinelOne
• Detect High -Velocity Threats in Real Time
• Proactively Hunt to Uncover Advanced Threats
• Remediate and Rollback Cyber -Attacks
• Customizable Alerting and Notification
• Anomaly and Malware Detection
• Elimination of Malware to Prevent Future Attacks
• 24x7x365 Monitoring, Detection, and Remediation
The City of La Quinta is seeking a support partner to provide comprehensive IT Support Services. To meet the
specific requests herein, Cendien will align the Organization's requests with our service offerings. A condensed
offering is provided below. Here is how Cendien intends to address these needs through a bespoke service
approach.
• Understanding Your Needs
To offer the City of La Quinta the most comprehensive IT support services, including vendor support and
related projects, it is crucial to first gain an in-depth understanding of your unique needs and
expectations.
• Tailored Solutions
With this understanding, we craft solutions tailored to your specific requirements, aligning them
meticulously with our fixed -cost service offerings to ensure budget adherence while not compromising
on the quality and breadth of services offered.
• Holistic Service Offerings
While we present a condensed overview below, it is important to note that Cendien is poised to deploy
its entire gamut of service offerings to manage this account, ensuring a holistic and inclusive approach
that leaves no stone unturned in addressing your IT support needs.
Service Offering
1. Virtual Chief Information Officer (vCIO) Services
Strategic Planning: Assisting in carving out a strategic roadmap for technology integration and utilization.
Policy Formulation: Guiding policy formulation to foster a secure and efficient IT environment.
2. Criminal Justice Information Systems (CJIS) Compliance
Certified Technicians: Leveraging our team of CAS certified technicians to ensure compliance with necessary
regulations.
Cendien — City of La Quinta / 2024 Page 12
Microsoft
Security Protocols: Establishing robust security protocols to safeguard sensitive data.
3. Managed IT Support Services
24/7 Monitoring: Continuous monitoring of your IT infrastructure to ensure optimum performance.
Predictive Maintenance: Leveraging advanced tools to predict and prevent potential issues before they
escalate.
4. Vendor Management and Support
Single Point of Contact: Offering a single point of contact for managing various vendor relationships
efficiently.
Negotiation and Liaison: Assisting in negotiations and liaisons with vendors to secure the best deals and
services.
5. Network Design and Deployment
Infrastructure Overhaul: Overseeing a potential infrastructure overhaul to incorporate the latest technology.
Secure Network Architecture: Developing a network architecture that is both modern and secure, meeting
the stringent requirements of the public sector environment.
6. Disaster Recovery and Cloud Migrations
Recovery Planning: Crafting detailed recovery plans to ensure business continuity in case of unforeseen
disruptions.
Cloud Solutions: Assisting in smooth and secure migrations to cloud platforms for enhanced accessibility and
efficiency.
City of La Quinta's Request
Initial Assessment
Quarterly Microsoft Updates
Monthly Server and Endpoint Updates
Endpoint Back-up services
Complete Technical Support Services
247 Endpoint Monitoring with NOC
24x7 NOC response for system failures
SIEM Monthly Reporting
(activities/updates)
Hardware Refresh
Cendien IT Support Service Offering
Initial Assessment
Desktop Support + Server Management
Endpoint and Server Management + Cybersecurity
System Administration & Backup Services
24/7/365 Help Desk
Remote Monitoring and Management (RMM)
Network Management System (NMS)
Cybersecurity + SentinelOne MDR (Monitoring/Remediation)
Separate Projects
Cendien — City of La Quinta / 2024 Page 13
Microsoft
Virtual CIO (Chief Information Office
The vCIO is a strategic -level Subject Matter Expert (SME), dedicated to your organization's success in partnering
with Cendien as your IT Managed Services Provider. The vCIO is instrumental in executing the Initial Assessment
and coordinating next steps related to the security, visibility, control, and management of your organization's
network. The vCIO works directly with the IT Consultants assigned to your account to provide strategic planning,
solution(s) evaluation, and monthly reports.
Initial Assessment
The Initial Assessment is to validate the existing IT infrastructure, processes, security, compliance, management,
and performance of the organization. This will provide an understanding of the health and state of the IT
infrastructure, allowing Cendien to document and prioritize the areas that need improvement.
IT Asset Management (ITAM)
An IT Asset Management system will be implemented to ensure that The City of La Quinta's IT assets will be used
effectively, efficiently, and securely throughout their lifecycle. This includes Hardware, Software, Cloud Services,
Network, and Digital assets. Cendien's goal will be to upgrade hardware proactively before problems and issues
arise. This will provide the City of La Quinta's staff with updated technical resources appropriate for effective job
functionality.
24/7/365 Help Desk + Onsite Support + Outage Notification
For your "Global Support;' Cendien Technology Management operates a Dallas -based help desk. We are prepared
to accommodate your Help Desk hours from 8:00 A.M. to 5:00 P.M. Monday -Friday. Service tickets can be created
via phone, email, text or the Cendien support portal support@cendien.com . Trouble tickets will be prioritized and
assigned to a technician for prompt resolution. Outside of business hours, on-call technicians will respond
according to the issue urgency/priority 24/7/365.
Desktop Support Services
Device onboarding/ofboarding, pc repair, trouble isolation and repair of hardware devices by a Cendien CAS
Certified Level 4 Security Awareness Technician
Endpoint and Server Management
At Cendien we take a similar approach managing your Endpoints and Servers by supervising the networked devices
to maintain functionality and security. This involves evaluating, assigning, and overseeing access rights, as well as
applying security policies and tools to reduce the risks of attacks. At Cendien, we leverage ConnectWise RMM for
monitoring and maintaining endpoints and servers to operate at peak performance, including management of
hardware, software, security, and backups.
Remote Monitoring and Management (RMM)
Cendien deploys a software platform, ConnectWise, that connects to each networked device for live observation
and control. This will improve IT reliability, productivity, and performance, and enable tasks such as maintenance,
troubleshooting, and assessment.
Cendien — City of La Quinta / 2024 Page 14
Microsoft
Network Management System (NMS)
Cendien's Network Management System solution, Auvik, will be used to collect real-time data from network
elements, such as switches, routers, and access points, as well as from endpoint devices. This tool will aid Cendien
in monitoring the network infrastructure to maintain efficiency, security, and improve performance.
The objective of securing the existing network infrastructure will be primary to maintain functionality for continuity
of business needs. An Information Technology Asset Management (ITAM) solution will be developed to track
hardware model types, determine hardware lifecycle, software in use, and available software updates. Reviewing
database types, functions, and capacity will aid in the development of a data backup schedule.
Network elements and software with available third (3rd) party support agreements will be managed via our
Vendor Management Support services. This allows us to support the unique use case of the Organization's
technology to integrate best with 3rd party solutions. Cendien will make the appropriate updates to the existing
Business Continuity/Disaster Recovery (BCDR) Plan documentation or set up a Professional Services engagement
to create one.
Cybersecurity
Cendien will implement and manage a cybersecurity posture to protect IT related resources. This will include
deploying SentinelOne, a best -in -class cybersecurity platform, which manages hardware and software updates
related to security vulnerabilities, proactively monitors for threats, and educates end users on preventing cyber -
attacks.
Database Administration
Managing and maintaining database management systems (DBMS) software functions to include but not limited
to: Installation, configuration and upgrading of Database server software. Cendien will establish and maintain
sound backup and recovery policies and procedures:
• Implement and maintain database security (create and maintain users, roles, and assign privileges).
• Setup and maintain documentation and standards.
• Plan growth and changes (Capacity planning).
Vendor Management
Partner with the City of La Quinta's 3rd party technology vendors for coordination to facilitate support for critical
systems.
Proiects
Projects will be billed separately from the proposed monthly support agreement. The Initial Assessment may
provide additional opportunities for IT -related improvements to be considered for implementation. Cendien will
recommend projects and create a path to a more stable network, which will be guided by IT industry best
practices.
Cendien — City of La Quinta / 2024 Page 15
�licresnrt
Business Continuity/Disaster Recovery (BCDR) Plan
Disaster recovery is the process of maintaining or reestablishing vital infrastructure and systems following a natural
or human -induced disaster. It employs policies, tools, and procedures. Disaster recovery focuses on the
information technology (IT) or technology systems supporting critical business functions as opposed to business
continuity. This involves keeping all essential aspects of a business functioning despite significant disruptive events.
Disaster recovery assumes that the primary site is not immediately recoverable and restores data and services to
a secondary site. Cendien is prepared to engage in a project to design an IT business continuity plan in conjunction
with a Disaster Recovery plan to mitigate risk related to interruptions in the existing network infrastructure that
could potentially interrupt mission -critical services.
Service Support Structure
Service Request Types
Definitions
Incidents
Unplanned interruption or reduction in quality of an IT service.
Service Requests
Request from a user for information, advice, or access to an IT service ex.
routine service adjustment, such as the provision of user access, or
interface modification.
Request for Change (RFC)
Request for an addition, modification, or removal of anything that
could affect IT Services. This may include IT services, configuration
items, processes, documentation, and other related elements.
Problem
A problem is a cause of one or more Incidents. The problem
management process is responsible for investigation.
Meetings or
Reserve for planning, issues, setups, configuration, management, and
Questions
application related.
Cendien's Remote Help Desk Support
Cendien's Remote Help Desk is headquartered in Dallas, Texas, from where we orchestrate most of our day-to-day
IT support services. Our robust and dynamic support system encapsulates the following features:
Continuous Availability
• Round -the -Clock Support: We offer continuous IT support, ensuring that help is just a call away at any
hour of the day.
• Emergency Response: We prioritize your peace of mind by offering a 24/7/365 help desk, ensuring that
emergency situations are dealt with promptly.
• Business Hours: Our full -staff operations run from 7:00 A.M. to 6:00 P.M. from Monday to Friday,
excluding holidays, to handle regular queries and issues.
• Holiday Schedule: While we observe holidays, our emergency support remains unaffected, ensuring
peace of mind even during holiday breaks.
Cendien — City of La Quinta / 2024 Page 16
Microsoft
Flexible and Multifaceted Communication Channels
• Multi -Channel Support: You can reach out to us and log your service requests through a variety of
mediums including phone, email, text, or through our dedicated Support Portal.
• Microsoft Teams and Email Accessibility: For easy and quick coordination, our support team is
accessible through Microsoft Teams and at support@cendien.com.
• Instant Call Response: We are always available on call to address your concerns promptly.
Automated and Managed Ticket System
• Real -Time Monitoring: Our advanced monitoring platform autonomously creates tickets as issues are
detected, helping to streamline the resolution process.
Coordinated Task Allocation: A dedicated Help Desk Scheduling Coordinator takes charge of
automatically generated tickets, assigning them to competent technicians based on the nature and
urgency of the issues.
Maintenance and Security
• Automated Maintenance: We employ Remote Monitoring and Management software to manage
Microsoft OS updates, security patches, and to automate periodic maintenance tasks, ensuring your
systems are always up-to-date and secure.
• Remote Issue Resolution: Leveraging top -tier IT management tools, we can remotely resolve over 95%
of IT issues, minimizing downtime and enhancing operational efficiency.
Transparency and Documentation
• Comprehensive Documentation: Every service action is meticulously documented in our Freshdesk
ticketing software, providing a transparent view of the service status accessible through the client
support portal.
• Knowledge Base: We maintain a well-documented knowledge base on Freshdesk, which includes details
on network and equipment configurations, inventory, and licensing, ensuring critical data is easily
accessible when required.
• Reporting: Leveraging the documented data, we provide insightful reports that facilitate future planning
and help in keeping a tab on the service performances.
With Cendien's Information Technology Managed Services, you will receive:
Best in Class Tools
For system monitoring, remote support, service requests, and
cybersecurity.
Round the Clock Support
We work and provide 24/7/365 remote support.
Best Practices
Reducing downtime and increasing availability.
Peace of Mind
From a team of experts constantly monitoring your systems
Cendien — City of La Quinta / 2024 Page 17
Microsoft
Total Premier Support - Our comprehensive IT Managed Services plan consists of four (4) key elements that work
together to provide the premium service requested in the RFP.
• Virtual Chief Information Officer (VCIO) - Strategic IT Management Services
• Remote Monitoring & Management – System generated ticketing, automated remediation, automated
notification to engage our on-call engineers to respond to critical alarms 24/7/365.
• 24/7/365 Help Desk - Over 95% of all IT support work can be done remotely from Cendien's Help Desk.
Customer Satisfaction
In addition to communicating with your vCIO, on-site technician, help desk engineers, and other staff members,
you have special ways of communicating with Cendien about how well we are meeting your needs:
Ticket Surveys: Upon completion of Cendien service tickets, a customer service survey email is sent to the user
who initiated the ticket. These quick, 5 -question surveys provide an excellent opportunity for Cendien to be held
accountable for our service levels by those who matter most—the end users.
Quarterly Strategic Review: We provide quarterly strategic meetings to better understand how to align with our
customers. These meetings enable the client to provide feedback on our support, discuss upcoming projects,
review the performance of our engineers, and enable Cendien to provide better overall support.
Remediation, Stabilization & Transformation
Cendien will become familiar with the organizational culture, mission, values, policies, and procedures and
integrate with our client's organization. Our goal is to move away from a "vendor" relationship and become the
client's own IT department. Remediation projects will be completed to eliminate recurring issues and replace
aging/at-risk infrastructure. The IT environment will be stabilized, secured, and standardized. Opportunities to
transform the Client's organization will be discovered. A long-term Strategic IT Plan will be created that will turn IT
into a tool that advances the organization's mission and vision moving into the future.
With Cendien's team support and management expertise, we will help the client execute a support plan. We
believe that you should select Cendien as your IT Managed Services Provider because as a trusted partner, we will
make sure that you have the best services possible, with a team of experts to quickly address issues.
Escalation Process - Cendien's ticket escalation process will begin at the inception of the ticket. A Cendien service
coordinator will triage each ticket based on its Tier:
Level
Description
Low
Client requested troubleshooting of non -business critical problems covered by client's
agreement.
Cendien – City of La Quinta / 2024 Page 18
Microsoft
Medium
Non-critical business operations are impaired. Business operations are functional.
High
Client business operations are partially impaired at one or more sites. Critical services or
applications are available. Non-critical services or applications are not available.
Critical
Critical business operations unavailable at one or multiple sites.
Once the service level of a ticket is determined, a qualified resource will assign it to the first available qualified
resource to begin the troubleshooting process.
Response Time — Please see below.
Response Time
Low
Medium
High
Critical
Acknowledgement Response Time
Time from receipt of client services request to
acknowledgement by Cendien team. Tickets will be created,
2 hours
1 hour
30 min
15 min
and clients will be notified via email of ticket status.
Service Request Initial Contact Time
Time from initiation of ticket and the time a Cendien
4 hours
2 hours
30 min
15 min
Technical resource initiates the troubleshooting process
Client Responsibilities
To foster a successful partnership and ensure the optimal delivery of our services, we require the client to adhere
to the following prerequisites:
General Cooperation
• Remote Service Agreement: The client consents to the bulk of the services being furnished remotely.
• Access and Cooperation: Grant unrestricted access to network components, endpoint gadgets, servers,
and pertinent software/licenses both during and beyond regular business hours to facilitate specified
deliveries.
• Knowledge Sharing: Allow access to existing network diagrams, run books, and engage subject matter
experts for fruitful knowledge transfer.
• Coordination with IT Assets: Ensure smooth collaboration with IT assets pivotal for the fulfillment of
Cendien's deliverables.
Notification and Scheduling
Scheduled Projects: Schedule any project engagements with a minimum notice of two weeks to allow
for adequate preparation and resource allocation.
Critical Personnel Event: Notify Cendien a minimum of 48 hours before any scheduled critical personnel
event and promptly in the case of an unscheduled critical event.
Cendien — City of La Quinta / 2024 Page 19
Microsoft
• Service Interruption Notification: Keep Cendien informed 48 hours prior to any planned event that
might disrupt our services, and without delay in the event of an unforeseen interruption.
Technical Requisites
• Maintenance Downtime: Consent to downtime during the stipulated IT maintenance window to
facilitate routine upkeep and necessary adjustments.
• Critical Security Downtime: Be amenable to priority downtime to address and neutralize critical 0 -day
security vulnerabilities, safeguarding the system from potential breaches.
• Software Adoption: Migrate to Cendien's service software stack comprising ConnectWise, Auvik, and
SentinelOne for integrated service delivery.
Financial Responsibilities
• Cloud Service Expenses: Agree to bear all expenses related to cloud services essential for executing
backups proficiently.
• License and Support Agreements: Uphold the currency of all licenses as well as third -party hosting,
maintenance, and support agreements for the tenure of the contract.
Reservation of Rights
This proposal has been meticulously crafted based on the details furnished by you, coupled with the assumptions
we articulated to encapsulate the substance portrayed herein. We have exerted considerable effort to maintain
the precision of this quotation.
Disclaimers
• Accuracy and Completeness: While utmost care has been undertaken to preserve the accuracy of this
quote, we do not grant any guarantees, either expressed or implied, concerning the exactitude,
completeness, or adequacy of the data delineated herein.
Liability Limitation: We shall not bear responsibility for any errors or omissions present in this quote,
safeguarding us from any liabilities arising due to potential inaccuracies or incomplete information.
Negotiation and Contractual Agreement
• Negotiation Rights: We affirm your entitlement to negotiate and endorse the conditions of any ensuing
contract, a prerogative that we retain as well.
• Mutual Consent: It is a cardinal principle that all contract clauses and stipulations shall be cultivated
through a process of mutual consent, fostering a collaborative agreement that aligns with the objectives
and constraints of both parties.
We anticipate embarking on a productive collaboration with mutual respect and understanding, steering towards
a partnership that is symbiotic and prosperous. This reservation of rights is designed to serve as a preliminary step
in nurturing a business relationship grounded in transparency, diligence, and reciprocal agreement.
Cendien — City of La Quinta / 2024 Page 20
Microsoft
Support Service Exclusions
Support Services Available for Additional Fees.
General
• Onsite Engineering and Onsite Support: While we focus on providing remote solutions, our team can be
dispatched for onsite support based on a bespoke arrangement, including but not limited to
infrastructural assessment and optimizations.
• Custom Reporting: Detailed and tailored reporting solutions to meet your specific informational and
analytical requirements.
Cloud and Database Services
• Cloud Services: Although not part of the package, our vast range of cloud offerings can be explored
separately to find a solution that matches your organizational needs.
• Database Monitoring & Optimization: This encompasses ensuring optimal database performance
through meticulous monitoring and facilitating necessary adjustments for peak functionality.
Cyber Security and Compliance
• Cyber Security Incident Response and Remediation: Immediate action plans for cybersecurity incidents
are available for consultation and deployment, to ensure business continuity and data safety.
• Chief Compliance Officer Responsibilities: Engaging with us for adherence to necessary compliance
mandates and for the systematic audit process is a service we can offer outside the current scope.
• Cvbersecurity Breach Handling without Advanced Cvbersecurity: Handling cybersecurity breaches
without the involvement of our advanced cybersecurity product entails a separate chargeable service.
Hardware and Software
• Upgrades, Additions, or Changes in Equipment or Software: Major overhauls of the existing systems
including hardware swaps and software upgrades will require a separate project consultation.
• End of Life (EOL) Hardware/Software Support: Support services for EOL hardware or software exist but
will be limited in scope and will entail additional costs.
• Firmware and 3rd Party Patching: Assistance with firmware issues and third -party patch management
are available as part of a different package.
Training and Consultation
• Business Application Training: Comprehensive training solutions for a range of business applications are
available upon request.
• IT Standards and Policies Consultation: Consultations regarding IT standards, policy formations, and help
with regulatory audits can be undertaken as separate projects.
• Mobile Device Management: Our experts can help in crafting strategies for the seamless management of
mobile devices in your organization.
Recovery Solutions
Data & Disaster Recovery Remediation not Designed by Cendien: If recovery solutions not designed by
us are deployed, our role in remediation will be limited and charged separately.
Non-Cendien Owned Business Continuity Solutions: Monitoring and management of business continuity
solutions not owned by Cendien are beyond the scope of this contract. Cendien cannot be held liable for
issues arising from solutions offered by a different entity.
Service Level Agreement (SLA) and Equipment
Cendien — City of La Quinta / 2024 Page 21
Microsoft
• Limited Support for Items not Under Warranty: While limited support will be provided for items not
under warranty, persistent issues will necessitate replacement at the client's expense to maintain the IT
environment's security.
• Client's Failure to Replace Recommended Hardware: In cases where the client refrains from replacing
advised hardware, the SLA terms will be deemed unapplicable, thus categorizing services and
remediations as out of contract scope.
Client References
Cendien currently provides IT (Information Technology) Managed Services to Nurse Assist and the City of Concord
using the same model proposed in this response. They are similar in size, scope, and complexity. References will
be provided below for those Managed Services clients. We ask that you email and coordinate the reference check
with the clients before calling them so a time can be scheduled in advance.
Regional
Transportation N
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Authority CM
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Clients include but are not limited to:
• Nurse Assist
• City of Concord
• Globe Life
• Guilford
• GNC
• MV Transportation
• Regional Transit Authority
• Bon Secours
Hospital Rochester Medical
• JFK Medical Center
• Torchmark
Valley Water
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• Cinemark USA
•
University Health
• CVS Health
•
Arabian Centers
• Arvest Bank
•
Froedtert Health
• Eastern Maine Healthcare
•
McKinsey & Co
• Olathe Medical Center
•
City of Carrollton
• Golden Gate Capital
•
City of Arlington
• Boy Scouts of America
•
Sheridan Healthcare
• Santa Clara Valley Water
•
Novant Health
District
•
Tift Regional Medical Center
• DeVry University
•
Workers Compensation Board of
• Cooks Childrens
Manitoba
Cendien — City of La Quinta / 2024 Page 22
Reference 1: IT Managed Services and Support to Nurse Assist
Project Description
J�
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Assist
Microsoft
Nurse Assist needed assistance supporting their Microsoft Office products which
included management of their Office 365 and Azure tenants. Cendien provided
email security and managed and maintained their IT infrastructure and
surveillance cameras. Cendien also administered company applications, including
ERP application Infor Syteline and Factory Track.
Project Goal/Objective Obtain technical expertise to better manage its applications. Open tickets with
Cendien for incidents and requests and ask for support assistance. Prioritize
project and system automation, strategy, and guidance.
Support Services
• Network Management, Server Management
• Desktop & End User Support
• Security Services, Data Backup & Recovery
• Cloud Services, Email & Communication Systems
• Remote Monitoring & Management
• IT Strategy and Planning
• Compliance and Regulations
• Reporting and Documentation
• User Training
• Infor CSI EDI Implementation
• Windows Maintenance & Upgrades
• IT Helpdesk and IT Managed Services
Dates of Engagement
Project Owners
Team Members
Contact
Contract Amount
Contract Duration
Completion Date
2018 to present, 2 extensions of 5 Years
Israel Denis, Javier Silva
Austin Hynes, Colby Criswell, Luis Acevedo, Shirley Duong, Brian Granados
Ryan Winter
Chief Financial Officer
4409 Haltom Road, Haltom City, TX 76117
(505) 410-5684
rwinter@nurseassist.com
$250,000 (IT Staffing, IT Consulting, IT Managed Services)
5+ years (Status: Ongoing)
12/31/2028
Cendien — City of La Quinta / 2024 Page 23
Reference 2: IT Managed Services and Support to City of Concord
Project Description
corse
Microsoft
City of Concord could not properly support their Infor Lawson ERP Applications
due to limited staff. They needed help with project management, ongoing
support, overall strategy, applying patches, upgrades, improving system
performance, LBI and 4GL development, Year End closing process, supporting
interfaces, and technical/functional expertise to better manage their Infor
applications.
Additionally, City of Concord needed assistance with their Window servers. This
includes database management, updating patches on Windows servers, rebuilding
replication, automating processes, and working with their Infrastructure team.
Project Goal/Objective Provide both functional & technical expertise for issues resolution, business
process improvement, system setup, configuration changes, user requirements,
report design, enhancement requests, and system changes. Cendien was able to
quickly integrate to COC and become an extension of their support team.
Support Services
• Windows 2012 to 2019 Server Upgrade Project
• Windows Server Patching, User Training, Data Optimization
• Functional Support of FIN, SCM, and HCM
• Lawson Payroll/HR, including Year End Support and Patching
• Infor Security Administration / LBI Reports, and Crystal Reports
Development
• Infor ADFS/LDAPS Project / Infor OS Environment Installs
• Lawson Env Upgrade (LSF, Java, WebSphere, Portal)
• BSI TaxFactory Upgrade
• Custom 4GL Program Development
Dates of Engagement 1 2021 to present, 2 years + of providing service
Project Owners I Israel Denis, Linda VanTran Gebbia
Team Members Austin Hynes, Luis Acevedo, Shirley Duong, Nicole Sutti, Lakshmi Damerla, Dave
Alwardt, Javier Silva
Contact Damaris Sambajon
IT Manager, Enterprise Applications
Phone: (510) 207-9737
damaris.sambajon@cityofconcord.org
Contract Amount 1 $300,000 (ERP Staffing, ERP Consulting, ERP Managed Services)
Contract Duration 1 5+ years (Status: Ongoing)
Cendien — City of La Quinta / 2024 Page 24
Microsoft
Completion Date 12/31/2026
Reference 3: IT Managed Services and Consulting to Guilford County
Project Description
Guilford County needed technical and functional expertise to augment their
current team in preparation for migrating to Tyler Munis. They needed system
support, functional expertise, IPA development, and program development for its
conversion to Tyler Munis. They also needed overall guidance in supporting their
Infor applications environment.
Project Goal/Objective
Provide both functional & technical expertise for issues resolution, business
process improvement, system setup, configuration changes, user requirements,
report design, enhancement requests, and system changes. Cendien was able to
quickly integrate to Guilford and become an extension of their support team.
Support Services
• Functional Support of Infor Lawson Payroll/HR Applications
• Infor Lawson Payroll Data Conversion Files to Tyler Munis
• Kronos to Tyler Munis Data Conversion
• Go Live Support on Tyler Munis
• Kronos Upgrade Support
• Custom 4GL Program Development
Dates of Engagement
2019 to present
Linda VanTran Gebbia, Joanne DeLorenzo
Project Owners
Team Members
Joanne DeLorenzo, Lakshmi Damerla, Nicole Sutti, Sharon Jordan, Imran Khan,
Javier Silva
Contact
Sherry Bigelow
Project Manager, Enterprise Applications
(336) 641-4836
sbigelow@guilfordcountync.gov
Contract Amount
$200,000 (ERP Staffing, ERP Consulting)
Contract Duration
4+ years (Status: Ongoing)
Completion Date
12/31/2024
Cendien — City of La Quinta / 2024 Page 25
Reference 4: Application and Managed Services to Santa Clara Valley Water District
Project Description
Volley Water
Microsoft
Santa Clara Valley Water District engaged Cendien to assist with various reports
that Infor was not able to develop or timely deliver. Cendien was able to
successfully develop the reports in Birst, IPA, and ISD (Infor Spreadsheet
Designer). Valley Water also engaged Cendien for Managed Services for the
rollout of its CloudSuite applications for FSM (FIN and SCM) and HCM
applications.
Project Goal/Objective Develop the reports in Birst, IPA, ISD, and demo them to users. In a month's time
frame, Cendien was able to quickly develop the reports. Valley Water also issued
an RFP for Managed Services and Cendien won a multi-year contract to provide
ongoing support for the rollout of CloudSuite to Valley Water's team. Cendien is
optimizing business processes, helping the business to fill the gaps via
configurations and solutions from Cendien. Team in constant review of
processes for complete Infor solutions implementation.
Support Services • Reports Development and System Enhancements
• Functional Support of FIN, SCM, and HCM applications
• Custom IPA Report Development and US Bank Integration Project
• Systems Integrations for: Hyland OnBase, ProjectMate, Water Efficient
• Infor Document Management (IDM) for PO's (Purchase Orders)
• Absence Management Configuration and Setup for Temps/Interns
• ION BODs/ION API/IPA Development
Dates of Engagement 2021 to present, 2 years + of providing service
Project Owners I Israel Denis, Leonard Zemman
Team Members Joanne DeLorenzo, Keerthy Jayavelu, Nicole Sutti, Moyi Banerjee, Imran Khan,
Javier Silva
Contact Linda Huang
Corporate Applications Manager - Software Services
Phone: (408) 630-2459
LHuang@valleywater.org
Contract Amount 1 $400,000 (ERP Staffing, ERP Consulting)
Contract Duration 1 5+ years (Status: Ongoing)
Completion Date 1 12/31/2026
Cendien — City of La Quinta / 2024 Page 26
Microsoft
Reference 5: Application and Managed Services to Regional Transit Authority (RTA)
Project Description The Regional Transit Authority engaged Cendien to assist with managing and
supporting their entire Infor Applications, implementing an ERP Roadmap to
Regional
improve functionalities, alleviate pain points, improve reporting, and achieve
Transportation
Authority user satisfaction.
Project Goal/Objective
Provide both functional & technical expertise for issues resolution, business
process improvement, system setup, configuration changes, user requirements,
report design, enhancement requests, system changes. Implemented Infor
Document Management (IDM) and customized reports in BI FSM / Application
Studio.
Support Services
• Functional Support of Infor CloudSuite Applications (FIN and SCM)
• ERP Improvements & Pain Points
• Technical and Functional Staffing Support
• Infor Document Management implementation
• BI FSM Reports Development and Enhancements
Dates of Engagement
2021 to present, 2 years + of providing service
Project Owners
Asanka DeSilva, Moyi Banerjee
Team Members
Sethu Pathy, Siva Kumar, Sharon Jordan, Nicole Sutti, Moyi Banerjee, Imran
Khan, Javier Silva
Contact
Asha Mathunny
IT Director, Applications Services
Phone: (312) 913-3200
asha.mathunny@rtachicago.org
Contract Amount
$250,000 (ERP Staffing, ERP Consulting)
Contract Duration 1 5+ years (Status: Ongoing)
Completion Date 1 12/31/2026
Cendien — City of La Quinta / 2024 Page 27
Microsoft
Summary & Conclusion
In the dynamic landscape of IT support partners, what sets a service apart is not just the spectrum of services it
offers but the depth of its expertise, the reliability of its systems, and a history of successful engagements that
speak for its efficacy. Cendien stands tall encompassing all these traits, bringing forth an offer that is grounded in
more than two decades of industry experience and enriched with real-time solutions for government IT support
environments.
Expertise and Responsiveness
Our deep-rooted belief in the capabilities we offer stems from the blend of unparalleled IT skills, fortified through
rigorous training and certifications, and a rich repository of real-world experience in governmental IT support. This
allows Cendien to tailor services that meet the distinct needs of the City with a readiness to respond round the
clock, every day of the year, making us a partner you can rely on in every emergency.
The Finest Industry Tools
The Cendien approach is designed with the best the industry has to offer. Our team, equipped with state-of-the-
art tools, functions like a well-oiled machine ensuring not just service, but a service experience that is smooth and
fosters a successful, lasting relationship.
Proactive and Preventative Solutions
We rise above the reactive approach to IT support solutions, ushering in a proactive methodology that
continuously monitors all crucial servers, workstations, and network devices. This vigil ensures that any potential
issues are identified and rectified before they can escalate, promising a seamless operational environment.
Your Virtual IT Department
What we offer goes beyond a support service; it's an experience akin to having a dedicated IT department. A
system where help is a call away, ready to address a vast array of needs remotely through our unlimited in -scope
help desk support, with the added assurance of on-site support as per your requirements.
Cost -Effective Excellence
Our proven methodology ensures an enterprise -class IT department that is not only robust and reliable but also
cost-effective, giving you the best value for your investment, with no compromise on quality and efficiency.
Conclusion
In conclusion, Cendien IT Support Services does not just offer Information Technology Managed Services; we offer
a partnership grounded in trust, expertise, and a commitment to bringing innovative and custom-tailored solutions
to the City of La Quinta. We look forward to the opportunity of fostering a technologically enriched future, where
every IT solution is not just a service but a milestone towards greater efficiency and success.
Cendien — City of La Quinta / 2024 Page 28
ta
ATTACHMENT 2
INSURANCE REQUIREMENTS ACKNOWLEDGEMENT
I,
confirm that
Must be executed by proposer and submitted with the proposal
(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.
Iam
of
(Title)
(Company)
Page 11 of 13
Commercial General Liability (at least as broad as ISO CG 0001)
$1,000,000 (per occurrence); $2,000,000 (general aggregate)
Must include the following endorsements:
General Liability Additional Insured
General Liability Primary and Noncontributory
Commercial Auto Liability (at least as broad as ISO CA 0001)
$1,000,000 (per accident)
Personal Auto Declaration Page if applicable
Errors and Omissions Liability $1,000,000 (per claim and aggregate)
Worker's Compensation (per statutory requirements)
Must include the following endorsements:
Worker's Compensation Waiver of Subrogation
Worker's Compensation Declaration of Sole Proprietor if applicable
Cyber Liability in the amount of $1,000,000 per occurrence
Umbrella or Excess Liability may be used to meet policy limits
Page 11 of 13
I,
Iam
ta
v:Ll 11 l��L\I
ATTACHMENT 3
NON -COLLUSION AFFIDAVIT FORM
Must be executed by proposer and submitted with the proposal
(Title)
of
(name) hereby declare as follows:
(Company)
the party making the foregoing proposal, that the proposal is not made in the interest of,
or on behalf of, any undisclosed person, partnership, company, association, organization,
or corporation; that the proposal is genuine and not collusive or sham; that the proposer
has not directly or indirectly induced or solicited any other proposer to put in a false or
sham proposal, and has not directly or indirectly colluded, conspired, connived, or agreed
with any proposer or anyone else to put in a sham proposal, or that anyone shall refrain
from proposing; that the proposer has not in any manner, directly or indirectly, sought by
agreement, communication, or conference with anyone to fix the proposal price of the
proposer or any other proposer, or to fix any overhead, profit, or cost element of the
proposal price, or of that of any other proposer, or to secure any advantage against the
public body awarding the agreement of anyone interested in the proposed agreement;
that all statements contained in the proposal are true; and, further, that the proposer has
not, directly or indirectly, submitted his or her proposal price or any breakdown thereof,
or the contents thereof, or divulged information or data relative hereto, or paid, and will
not pay, any fee to any corporation, partnership, company, association, organization,
proposal depository, or to any member or agent thereof to effectuate a collusive or sham
proposal.
I declare under penalty of perjury under the laws of the State of California that the
foregoing is true and correct.
Proposer Signature:
Proposer Name:
Proposer Title:
Company Name:
Address:
Page 12 of 13
ta
ATTACHMENT 4
ACKNOWLEDGEMENT OF RECEIPT OF ADDENDA
Must be executed by proposer and submitted with the proposal;
If no addenda has been issued, mark "N/A" under Addendum No, indicating
Not Applicable and sign
ADDENDUM NO. I SIGNATURE INDICATING RECEIPT
Page 13 of 13
ta
ATTACHMENT 4
ACKNOWLEDGEMENT OF RECEIPT OF ADDENDA
Must be executed by proposer and submitted with the proposal;
If no addenda has been issued, mark "N/A" under Addendum No, indicating
Not Applicable and sign
ADDENDUM NO. I SIGNATURE INDICATING RECEIPT
Page 13 of 13
ta
ATTACHMENT 2
INSURANCE REQUIREMENTS ACKNOWLEDGEMENT
I,
confirm that
Must be executed by proposer and submitted with the proposal
(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.
Iam
of
(Title)
(Company)
Page 11 of 13
Commercial General Liability (at least as broad as ISO CG 0001)
$1,000,000 (per occurrence); $2,000,000 (general aggregate)
Must include the following endorsements:
General Liability Additional Insured
General Liability Primary and Noncontributory
Commercial Auto Liability (at least as broad as ISO CA 0001)
$1,000,000 (per accident)
Personal Auto Declaration Page if applicable
Errors and Omissions Liability $1,000,000 (per claim and aggregate)
Worker's Compensation (per statutory requirements)
Must include the following endorsements:
Worker's Compensation Waiver of Subrogation
Worker's Compensation Declaration of Sole Proprietor if applicable
Cyber Liability in the amount of $1,000,000 per occurrence
Umbrella or Excess Liability may be used to meet policy limits
Page 11 of 13
I,
Iam
ta
v:Ll 11 l��L\I
ATTACHMENT 3
NON -COLLUSION AFFIDAVIT FORM
Must be executed by proposer and submitted with the proposal
(Title)
of
(name) hereby declare as follows:
(Company)
the party making the foregoing proposal, that the proposal is not made in the interest of,
or on behalf of, any undisclosed person, partnership, company, association, organization,
or corporation; that the proposal is genuine and not collusive or sham; that the proposer
has not directly or indirectly induced or solicited any other proposer to put in a false or
sham proposal, and has not directly or indirectly colluded, conspired, connived, or agreed
with any proposer or anyone else to put in a sham proposal, or that anyone shall refrain
from proposing; that the proposer has not in any manner, directly or indirectly, sought by
agreement, communication, or conference with anyone to fix the proposal price of the
proposer or any other proposer, or to fix any overhead, profit, or cost element of the
proposal price, or of that of any other proposer, or to secure any advantage against the
public body awarding the agreement of anyone interested in the proposed agreement;
that all statements contained in the proposal are true; and, further, that the proposer has
not, directly or indirectly, submitted his or her proposal price or any breakdown thereof,
or the contents thereof, or divulged information or data relative hereto, or paid, and will
not pay, any fee to any corporation, partnership, company, association, organization,
proposal depository, or to any member or agent thereof to effectuate a collusive or sham
proposal.
I declare under penalty of perjury under the laws of the State of California that the
foregoing is true and correct.
Proposer Signature:
Proposer Name:
Proposer Title:
Company Name:
Address:
Page 12 of 13
ta
ATTACHMENT 4
ACKNOWLEDGEMENT OF RECEIPT OF ADDENDA
Must be executed by proposer and submitted with the proposal;
If no addenda has been issued, mark "N/A" under Addendum No, indicating
Not Applicable and sign
ADDENDUM NO. I SIGNATURE INDICATING RECEIPT
Page 13 of 13
March 1, 2024
City of La Quinta
Attn: RFP CM2024-001
78-495 Calle Tampico,
La Quinta, CA 92253
City of La Quinta, CA
Request for Proposal (RFP) #CM2024-001
Information Technology -Managed Services
00
CENDIEN
empowering business
CENDIEN
1846 E Rosemeade Parkway
Suite 200
Carrollton, TX 75007
(214) 245-4580
Cendien — City of La Quinta / 2024 Page 1
d
1
00
CENDIEN
empowering business
CENDIEN
1846 E Rosemeade Parkway
Suite 200
Carrollton, TX 75007
(214) 245-4580
Cendien — City of La Quinta / 2024 Page 1
CENDIEN
WE AI IXG1 MAIM.
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Table of Contents
ResponseSummary................................................................................................................................................3
CompanyOverview................................................................................................................................................5
ServiceApproach & Offerings..............................................................................................................................
12
ClientResponsibilities..........................................................................................................................................
19
Reservationof Rights...........................................................................................................................................
20
Support Service Exclusions..................................................................................................................................
21
ClientReferences.................................................................................................................................................
22
Summary& Conclusion.......................................................................................................................................
28
Cendien — City of La Quinta / 2024 Page 2
Response Summary
City of La Quinta
Attn: RFP CM2024-001
78-495 Calle Tampico,
La Quinta, CA 92253
microsoN
March 1, 2024
Arisma Group LLC, dba Cendien, is delighted to present our proposal for offering Information Technology Managed
Services to the City of La Quinta. Through this proposal, we firmly believe that we possess the necessary skills and
expertise to fulfill the City's service needs to the fullest. Our seasoned team at Cendien has a strong track record
of tailoring IT solutions to align seamlessly with our client's specific requirements. In addition, our ongoing
engagement in providing similar services to various governmental agencies position Cendien as an optimal choice
for partnering with the City of La Quinta.
Upon a successful award, our initial responsibility will be to undertake a thorough assessment of the City's
infrastructure. This evaluation will encompass various aspects, including network element, applications, endpoint,
and server discovery. Our approach will be holistic, leveraging current network management systems, blueprints,
and records to pinpoint every component present within the network. Following discovery, Cendien will deploy
our advanced managed services provider toolkit, which includes platforms such as ConnectWise, SentinelOne, and
Auvik.
Cendien's managed services platforms stand at the apex of innovation, each serving a pivotal role in ensuring a
robust, secure, and efficient IT infrastructure. ConnectWise functions as a powerhouse in remote monitoring and
management, offering a centralized console that facilitates seamless integration and management of IT systems.
It effectively synergizes with SentinelOne, a frontline defense mechanism offering unparalleled cybersecurity
solutions, to create a fortress of safety against a wide array of cyber threats.
Complementing this duo is Auvik, a network management software tool designed to provide complete visibility
and control over your network, ensuring stability and reliability in IT operations. Together, Cendien Managed
Services toolkit forms a triumvirate of technological prowess, bringing an elevated level of security, efficiency, and
innovation to your IT landscape.
By deploying this toolkit, Cendien pledges to usher in an era of uncompromised security and heightened
productivity, guiding the City of La Quinta towards a future where its IT infrastructure is not just a support system,
but a driver of excellence and a facilitator of smooth, uninterrupted operations. It marks the beginning of a journey
towards a technologically empowered, secure, and efficient operational environment, setting a benchmark in
industry standards.
With the powerful capabilities of our toolkit, Cendien will meticulously craft a comprehensive map of your existing
IT environment. This strategic initiative aims to spotlight ample opportunities where the pre-existing network
architecture can be optimized to its fullest potential, while concurrently identifying and noting down all known
security vulnerabilities, laying down a clear roadmap for targeted improvements.
Cendien — City of La Quinta / 2024 Page 3
Microsoft
In a bid to robustly remediate existing security vulnerabilities, our seasoned team will undertake a multi -faceted
approach that encompasses addressing out-of-date firmware and software that pose potential risks. This involves
a strategic overhaul of administrative and user permissions to ensure a seamless yet secure operational milieu,
characterized by well-defined roles and access controls. Furthermore, we pledge to institute appropriate security
protocols, with regular maintenance schedules, to foster a safe and secure environment that stands resilient in the
face of emerging threats and challenges. This dynamic strategy ensures a vibrant IT ecosystem that is both
adaptable and forward-looking, ready to evolve with changing technological landscapes.
In instances where vulnerabilities necessitate alterations to the infrastructure, encapsulating moves, additions,
changes, or deletions (MACD), and/or data storage, Cendien will carefully earmark these for special attention,
managing them as distinct projects. This delineation ensures that each aspect receives the focused expertise it
demands, promoting a well-rounded and strategic approach to security and efficiency. This meticulous process
promises not just to rectify existing vulnerabilities but to transform your IT infrastructure into a powerhouse of
efficiency and security.
By teaming up with Cendien, the City of La Quinta can look forward to a streamlined, secure, and highly efficient
IT environment, where innovation and safety walk hand in hand, paving the way for a future that is technologically
resilient and optimized for success. We sincerely appreciate the opportunity to showcase our qualifications and
present our committed approach to assist the City of La Quinta in achieving a seamless, secure, and robust IT
Support Services. We hold a firm belief in our unique position to undertake this task, drawn from our depth of
experience and a proven track record of successfully steering similar projects to fruition.
At Cendien, we are prepared not just to meet the expectations but to significantly exceed them, thereby emerging
as the most valuable choice for the City of La Quinta. Our team stands ready and eager to undertake the role of
your trusted IT support services partner, bringing to the table a blend of expertise, innovation, and dedication. We
are ready to help the City of La Quinta, promising a collaborative journey towards creating an IT environment that
is a benchmark of excellence and reliability.
Thank you for considering Cendien. We look forward to the prospect of serving the City of La Quinta and forging a
partnership marked by growth, innovation, and mutual success.
Sincerely,
Israel Denis
Managing Director
Cendien — City of La Quinta / 2024 Page 4
Microsoft
Company Overview
Established in 1999, Cendien commemorates over two decades of unparalleled service in transforming the IT
support landscapes. Throughout this illustrious journey spanning more than 23 years, we've been at the forefront
in rallying a team of service -minded professionals who embody talent, dedication, and a deep-seated commitment
to fostering innovation and efficiency in IT environments. At the heart of our services is the creation of a robust
framework meticulously crafted to manage IT environments seamlessly throughout the different phases of the
lifecycle. Our support infrastructure is designed not just to streamline operational dynamics but to delve deeper,
analyzing the intricate nuances derived from these processes, thereby offering innovation and improvement.
Cendien is more than just a service provider; we are your partners in growth, committed to turning visions into
tangible realities, ensuring that every technological endeavor is not just a project but a step towards a future
replete with opportunities and advancements. As we stand on the threshold of a new era in our journey, we invite
you to be a part of this legacy of excellence, to craft a partnership that is synonymous with innovation, reliability,
and unmatched expertise.
Cendien, a renowned Microsoft partner and a full-service provider of Information Technology Support Services, is
proud to bring forward its extensive expertise and resources in extending its services to the City of La Quinta. With
corporate headquarters in Dallas, Texas, we stand tall with a rich heritage of specializing in an array of application
supports ranging from customizations, managed services, implementations to migrations and integrations.
Our firm's proficiency encompasses a wide spectrum of IT domains including, but not limited to, cloud migrations,
disaster recovery, application management, system administration, and network design. We are adept at server
management, overseeing patch and version control, and extending meticulous support for desktops, laptops, and
mobile devices, catering to all facets of IT administration and support requirements. With a team of consultants
and application experts, Cendien is committed to delivering outcomes that not only meet but exceed anticipated
results. Leveraging our deep industry insights and technical acumen, we are confident in our ability to serve as a
valuable Information Technology support partner for the City of La Quinta, bringing to the table services
characterized by precision, reliability, and innovation.
In our effort to provide a comprehensive solution, we are delighted to present this proposal for IT Support Services,
as requested in RFP, with a team of seasoned IT support consultants readily available for both remote and on-site
support as needed. We take pride in fostering a meticulous service delivery model, which is both reliable and
repeatable, facilitating the seamless realization of the client's objectives while adeptly managing all potential risks
associated with the service delivery.
This proposal embodies an unparalleled fusion of outstanding technical and business services, characterized by a
dedicated investment of time and resources to foster a service ecosystem that aligns seamlessly with the City of
La Quinta's objectives. It is crafted with a visionary approach that prioritizes the implementation of client goals,
ensuring a partnership that is resilient, forward -thinking, and grounded in mutual growth and success.
Our history of support services showcases our expertise in furnishing a broad spectrum of information technology
solutions that span across numerous crucial domains. The range of services we offer include, but are not limited
to:
Cendien — City of La Quinta / 2024 Page 5
microsoN
• Cloud Migrations: Facilitating smooth transitions to cloud platforms, enhancing efficiency,
and ensuring data security.
• Disaster Recovery: Crafting resilient systems that safeguard critical data and ensure business
continuity in the face of unforeseen circumstances.
• Application Management: Overseeing the optimal functioning of various applications,
ensuring they run seamlessly and meet your operational requirements.
• System Administration: Providing meticulous oversight of your IT systems to ensure stability
and efficiency in operations.
• Network Design: Building robust and efficient network infrastructures that stand as the
backbone of your IT landscape.
• Server Management: Ensuring the uninterrupted and secure functioning of server
environments, supporting the vital operations of your organization.
• Patch and Version Control: Implementing rigorous controls to manage updates efficiently,
keeping systems secure and up to date.
• Desktop and Laptop Support: Offering comprehensive support services for desktops and
laptops to ensure smooth daily operations.
• Mobile Device Administration and Support: Managing and supporting mobile devices to
safeguard data and facilitate seamless access to business resources.
Our commitment to excellence is reflected in our multi -dimensional approach, where we prioritize understanding
and meeting the distinct needs of each client, focusing on providing solutions that are both innovative and reliable.
By choosing Cendien, you are opting for a partner that brings a wealth of experience and a proven track record of
delivering results, promising a collaboration that fosters growth and embraces technological advancements.
People are important to us; they are our most critical asset. We are known for our highly skilled talent and our
high retention. We recruit, invest in, and nurture our Cendien team members so that we can offer our clients
committed staff with top-notch skills who continually seek high performance for themselves and our clients.
Our best -in -class consultants add high value to organizations without the associated burden of hiring or developing
employees. We are a support services firm dedicated to serving our people, clients, and our community. Cendien's
Information Technology (IT) supports services offering is flexible, predictable, and scalable. This enables our clients
to have reliable services to include:
• Faster and more cost-effective services.
• Methodology that centralizes the management of endpoints.
• Implementation of compliant practices that mitigate the risk.
Cendien offers the City of La Quinta's the following differentiators that we believe are critical to the effectiveness
of this engagement.
Cendien — City of La Quinta / 2024 Page 6
Microsoft
Relationship Management
Cendien has a strong relationship management team that will work towards your success. We have a dedicated
Client Managing Director who is committed to overall success of your program. A Client Account Lead would also
be assigned to your organization and will serve as technical delivery lead for requests. The Client Account Lead
role is our designation for leadership over all aspects of client satisfaction and technical delivery and would serve
as your primary point of contact for all aspects of this contract.
Commitment
Cendien is committed to the success of the City of La Quinta's. Upon award, we will collaborate closely with your
team, operating as a genuine partner to empower your clients in the successful execution of their most vital
initiatives. We approach our collaboration with your organization as a genuine partnership, aiming to seamlessly
align with your team and empower your clients in the achievement of their utmost strategic initiatives. Our
commitment is rooted in facilitating and supporting the realization of your objectives, ensuring that together, we
can consistently deliver on the most crucial and impactful projects.
Objectives and Key Capabilities
We understand the pressures that exist to reduce administrative costs while continuing to deliver—and even
increase—the business value delivered from information delivery services. As you move forward, we know your
objectives are twofold: to improve the value delivered by driving efficiency in core IT Services and to build new
capabilities in the areas of new projects.
We understand the City's need for a support partner to provide high-quality information technology support
services with speed and scalability. The following are the core elements of our approach.
Provide Flexibility and Scale – Cendien would work to deliver a flexible model that can scale quickly based on
demand, which includes the ability to deliver onsite and remote. We leverage practices so that you have the most
appropriate resources for each unique situation. You maintain a wide variety of technologies, and we provide you
with an unmatched ability to work across that broad technical landscape.
Easy, Quick Access to Innovation –We have partnerships with the most recognized and successful technology
providers in the industry like Infor, Oracle, AWS, Google, Microsoft and leverage those partnerships to provide
the capability on emerging trends.
Diverse Team, One Culture – Cendien is a culture of dedicated and diverse people. Our team would have the same
depth of expertise across the entire tech landscape you support, they all share a common understanding of what
successful delivery looks like and how to achieve it.
Cendien Firm Snapshot
Cendien stands as a beacon of reliability, expertise, and innovation in the IT services landscape. We are not just a
IT support services provider; we are a partner in growth, ready to forge a journey marked by success, technological
Cendien – City of La Quinta / 2024 Page 7
Microsoft
advancement, and the fulfillment of mutual objectives. With a legacy steeped in success stories, we invite you to
craft a future where possibilities are limitless, and achievements are a constant trajectory. We bring a rich legacy
of expertise and credibility to the table, anchored by impressive credentials and a history of excellence. Here is a
snapshot of what sets us apart:
• Limited Liability Corporation: We operate as a structured entity, ensuring that our operations and
services adhere to the highest standards of legality and corporate governance.
• Long -Standing Heritage: Established in 1999, we are celebrating over 23 years of dedicated service, a
testament to our enduring commitment to excellence and innovation in the IT services sector.
• Strategically Located: Our headquarters are nestled in the vibrant hub of Dallas, Texas, more precisely in
Carrollton, placing us in a nerve center of technological advancements and business opportunities.
• Certified Partnerships: As a certified partner of industry leaders such as Microsoft and Infor, we bring to
the fore a blend of reliability and expertise, delivering solutions steeped in quality and innovation.
• Nationwide Network of Experts: Our team is bolstered by a formidable force of over 50 consultants
spread across the nation, each bringing a wealth of experience and a diverse skill set, ready to tailor
solutions to meet your specific needs.
• Public Sector Engagement: We have carved a niche in the public sector, navigating its unique landscapes
with adeptness and efficiency, and delivering services that meet the high standards of public service
mandates.
• Minority Certified Vendor: We are proud to hold the Minority Business Enterprise (MBE) certification, a
recognition of our commitment to fostering diversity and inclusivity in the business ecosystem.
As we present our candidacy to become your trusted IT support partner, we bring with us this rich background
and a commitment to uphold the values and standards that have defined our journey so far. Let us leverage this
legacy of excellence to foster a partnership rooted in trust, efficiency, and mutual growth.
Arisma Group LLC
•
Limited Liability Corporation
dba Cendien
•
Established in 1999 (23+ years in service)
(214) 245-4580
•
Based in Dallas, Texas (Carrollton)
(888) 353-6744
•
Certified Microsoft and Infor Partner
http://cendien.com
•
Certified Delivery Partner
FEIN: 20-2859158
•
Over 50+ Consultants nationwide
UEL KLD6QM2MTNX5
•
Working in the Public Sector
MKXYFPN734H3
•
Minority Certified Vendor (MBE -Minority Business Enterprise)
•
NCTRCA Minority Certified Vendor (MBE) HMMB47549N0725
Cendien — City of La Quinta / 2024 Page 8
Microsoft
Management Team
Managing Director
Responsibilities: Managing Director, Project Leadership and Oversight, Escalations
Managing Director with a robust foundation in ERP system support, specifically in Financials,
HR, and Procurement, complemented by a strong grasp of IT landscapes and web modules.
With over 27 years of extensive ERP experience, including 25 years specializing in client IT
staffing support, Israel brings a wealth of expertise to the table. His role encompasses a wide
Israel Denis array of responsibilities, such as sourcing resources for project management, conducting scope
analysis, facilitating process reviews, providing application support, devising resource planning
strategies, overseeing business realignment initiatives, managing system setup and testing,
executing data conversions, and conducting user training sessions. In addition to his rich
professional background, Israel holds a master's degree and excels in both written and verbal
communication.
Client Success Manager
Responsibilities: Success Manager; Management, Oversight, Escalations, Issues Resolution.
Experienced IT professional with more than 27 years of expertise in staffing ERP projects.
V V Accomplished Practice Leader and Senior Manager with a focus on ensuring client satisfaction
and delivering successful projects. Proficient in leading technology teams and projects to
Linda VanTran successful completion within budget and on schedule, while effectively managing complexity,
Gebbia mitigating risks, and defining project scopes. This extensive background extends to both public
and private sector environments.
Senior Resource Manager
Project Responsibilities: Project Manager, Issue Resolution, Scope Management.
r
Luis is a seasoned resource manager with over two decades of experience in the Information
Technology sector, boasting a strong background in staffing and personnel management. His
expertise spans various roles, including Systems Consultant, Project Management, and
Technical Systems Manager, highlighting his exceptional ability to lead and coordinate projects
Luis Acevedo effectively. He has a proven track record of successfully overseeing implementations, system
upgrades, and IT development projects in diverse industries, making him a valuable resource
for staffing -related challenges within these domains.
Senior Technical Manager
Project Responsibilities: Technical Project Manager, Managing Tech Scope.
Javier's extensive experience spans multiple domains, granting him a well-rounded expertise
in a range of IT systems and applications. His role involves managing resources, technical
teams, ensuring client environments run smoothly, monitoring systems, and troubleshooting
errors, and executing tasks according to best practices recommendations. In essence, he is
Javier Silva responsible for the effective technical management of IT operations and systems.
Cendien — City of La Quinta / 2024 Page 9
Microsoft
Expertise at Your Service
Cendien prides itself on harboring a robust team of fifty-five full-time professionals, including specialists who have
obtained the prestigious certification of Criminal Justice Information Systems (CJIS) Level 4 Security Awareness.
This assembly of experts stands ready to offer unparalleled support to the City of La Quinta, bringing with them a
wealth of knowledge and a profound understanding of the workings of the CAS environment.
Dedicated Desktop Support Technicians
Our desktop support engineers are the core of our support services, presenting a range of services meticulously
crafted to cater to your every need. They are well -versed in navigating the intricacies of municipal environments
such as the one at the City of La Quinta, embodying a perfect blend of expertise and understanding to offer services
that are both effective and empathic.
Services Tailored to Your Needs
From tasks as simple as replacing a keyboard to taking charge of a complete overhaul of your infrastructure through
redesigning and deploying state-of-the-art systems, we house the expertise to meet a diverse array of needs. Our
engineers adopt a user -centric approach, focused on meeting user needs promptly and efficiently, facilitating a
smooth operational flow devoid of hindrances.
Responsive and Timely Issue Resolution
Understanding the critical role of timely interventions, our team operates with a keen eye on resolving issues
swiftly, ensuring that disruptions are minimized, and productivity is upheld. Their deep-seated understanding of
municipal work environments equips them to anticipate potential challenges and craft solutions that are both
proactive and responsive.
Meet Your Operational Goals with Cendien
As we extend our services to the City of La Quinta, we bring with us not just a service, but a promise; a commitment
to stand by you as reliable partners, ready to foster an environment of growth, security, and efficiency. With
Cendien by your side, you are not just meeting operational goals, but setting new benchmarks in excellence,
crafting a narrative of success steeped in innovation and foresight.
The value proposition that differentiates us:
• Integrated Approach
Understanding business objectives allows us to determine the best technological staffing solution to meet
your unique requirements.
Technology Experts
Specializing in providing staffing support services for the technology you require for your business systems,
programs, and networks.
• Organization's Success
Building a relationship with our clients that facilitates open communication allowing Cendien to be proactive
when presenting staffing solutions to increase the value for your organization.
Cendien — City of La Quinta / 2024 Page 10
Microsoft
The service delivery approach that differentiates us:
• Collaboration
We focus on clients and strong engagement with the end-user community.
• Fit -for -Purpose
We use best -in -class tools and deliver practical scalable solutions.
• Change Management
We make a commitment to change management in every initiative.
Cendien Support Services Framework
Cendien's Managed Services Framework operates on the foundational principle of delivering resilient, scalable,
and secure IT solutions. Our approach is outlined below:
1. Strategic Planning
• Needs Analysis: Determining the specific needs of the City of La Quinta to create bespoke IT solutions.
• Technology Roadmap: Developing a long-term plan to align technology developments with your
business objectives.
2. Implementation
• Infrastructure Setup: Setting up a robust IT infrastructure that is both resilient and tailored to meet your
organization's demands.
• Customization: Personalizing solutions to match the unique requirements of your organization.
3. Operation & Maintenance
• Monitoring and Management: Utilizing state-of-the-art tools to monitor network health, ensuring
optimized operations at all times.
• Responsive Support: Offering quick and efficient support to address any issues, reducing downtime and
maintaining productivity.
4. Continuous Improvement
• Feedback Loop: Establishing a continuous feedback loop for consistent improvements and adaptations.
• Technology Updates: Regularly updating the technology stack to stay abreast of the latest advancements
and maintain a competitive edge.
5. Compliance and Security
• GIS Certified Technicians: Leveraging the expertise of technicians with GIS Level 4 Security Awareness
certification to ensure the highest level of security compliance.
• Risk Management: Implementing strategic risk management practices to safeguard your organization's
data and infrastructure.
Cendien — City of La Quinta / 2024 Page 11
Support Services Tools
ConnectWise / Auvik
• Network Remote Monitoring & Management
• Notification of Network and Endpoint Health
• Detailed Reporting of Network Events
• Database administration maintenance plan
• Secure Backup & Disaster Recovery
• Remote Equipment Configuration
• Device Configuration Repository and Backup
• Tracks Equipment Software/Firmware Versions
Service Approach & Offerings
Microsoft
SentinelOne
• Detect High -Velocity Threats in Real Time
• Proactively Hunt to Uncover Advanced Threats
• Remediate and Rollback Cyber -Attacks
• Customizable Alerting and Notification
• Anomaly and Malware Detection
• Elimination of Malware to Prevent Future Attacks
• 24x7x365 Monitoring, Detection, and Remediation
The City of La Quinta is seeking a support partner to provide comprehensive IT Support Services. To meet the
specific requests herein, Cendien will align the Organization's requests with our service offerings. A condensed
offering is provided below. Here is how Cendien intends to address these needs through a bespoke service
approach.
• Understanding Your Needs
To offer the City of La Quinta the most comprehensive IT support services, including vendor support and
related projects, it is crucial to first gain an in-depth understanding of your unique needs and
expectations.
• Tailored Solutions
With this understanding, we craft solutions tailored to your specific requirements, aligning them
meticulously with our fixed -cost service offerings to ensure budget adherence while not compromising
on the quality and breadth of services offered.
• Holistic Service Offerings
While we present a condensed overview below, it is important to note that Cendien is poised to deploy
its entire gamut of service offerings to manage this account, ensuring a holistic and inclusive approach
that leaves no stone unturned in addressing your IT support needs.
Service Offering
1. Virtual Chief Information Officer (vCIO) Services
Strategic Planning: Assisting in carving out a strategic roadmap for technology integration and utilization.
Policy Formulation: Guiding policy formulation to foster a secure and efficient IT environment.
2. Criminal Justice Information Systems (CJIS) Compliance
Certified Technicians: Leveraging our team of CAS certified technicians to ensure compliance with necessary
regulations.
Cendien — City of La Quinta / 2024 Page 12
Microsoft
Security Protocols: Establishing robust security protocols to safeguard sensitive data.
3. Managed IT Support Services
24/7 Monitoring: Continuous monitoring of your IT infrastructure to ensure optimum performance.
Predictive Maintenance: Leveraging advanced tools to predict and prevent potential issues before they
escalate.
4. Vendor Management and Support
Single Point of Contact: Offering a single point of contact for managing various vendor relationships
efficiently.
Negotiation and Liaison: Assisting in negotiations and liaisons with vendors to secure the best deals and
services.
5. Network Design and Deployment
Infrastructure Overhaul: Overseeing a potential infrastructure overhaul to incorporate the latest technology.
Secure Network Architecture: Developing a network architecture that is both modern and secure, meeting
the stringent requirements of the public sector environment.
6. Disaster Recovery and Cloud Migrations
Recovery Planning: Crafting detailed recovery plans to ensure business continuity in case of unforeseen
disruptions.
Cloud Solutions: Assisting in smooth and secure migrations to cloud platforms for enhanced accessibility and
efficiency.
City of La Quinta's Request
Initial Assessment
Quarterly Microsoft Updates
Monthly Server and Endpoint Updates
Endpoint Back-up services
Complete Technical Support Services
247 Endpoint Monitoring with NOC
24x7 NOC response for system failures
SIEM Monthly Reporting
(activities/updates)
Hardware Refresh
Cendien IT Support Service Offering
Initial Assessment
Desktop Support + Server Management
Endpoint and Server Management + Cybersecurity
System Administration & Backup Services
24/7/365 Help Desk
Remote Monitoring and Management (RMM)
Network Management System (NMS)
Cybersecurity + SentinelOne MDR (Monitoring/Remediation)
Separate Projects
Cendien — City of La Quinta / 2024 Page 13
Microsoft
Virtual CIO (Chief Information Office
The vCIO is a strategic -level Subject Matter Expert (SME), dedicated to your organization's success in partnering
with Cendien as your IT Managed Services Provider. The vCIO is instrumental in executing the Initial Assessment
and coordinating next steps related to the security, visibility, control, and management of your organization's
network. The vCIO works directly with the IT Consultants assigned to your account to provide strategic planning,
solution(s) evaluation, and monthly reports.
Initial Assessment
The Initial Assessment is to validate the existing IT infrastructure, processes, security, compliance, management,
and performance of the organization. This will provide an understanding of the health and state of the IT
infrastructure, allowing Cendien to document and prioritize the areas that need improvement.
IT Asset Management (ITAM)
An IT Asset Management system will be implemented to ensure that The City of La Quinta's IT assets will be used
effectively, efficiently, and securely throughout their lifecycle. This includes Hardware, Software, Cloud Services,
Network, and Digital assets. Cendien's goal will be to upgrade hardware proactively before problems and issues
arise. This will provide the City of La Quinta's staff with updated technical resources appropriate for effective job
functionality.
24/7/365 Help Desk + Onsite Support + Outage Notification
For your "Global Support;' Cendien Technology Management operates a Dallas -based help desk. We are prepared
to accommodate your Help Desk hours from 8:00 A.M. to 5:00 P.M. Monday -Friday. Service tickets can be created
via phone, email, text or the Cendien support portal support@cendien.com . Trouble tickets will be prioritized and
assigned to a technician for prompt resolution. Outside of business hours, on-call technicians will respond
according to the issue urgency/priority 24/7/365.
Desktop Support Services
Device onboarding/ofboarding, pc repair, trouble isolation and repair of hardware devices by a Cendien CAS
Certified Level 4 Security Awareness Technician
Endpoint and Server Management
At Cendien we take a similar approach managing your Endpoints and Servers by supervising the networked devices
to maintain functionality and security. This involves evaluating, assigning, and overseeing access rights, as well as
applying security policies and tools to reduce the risks of attacks. At Cendien, we leverage ConnectWise RMM for
monitoring and maintaining endpoints and servers to operate at peak performance, including management of
hardware, software, security, and backups.
Remote Monitoring and Management (RMM)
Cendien deploys a software platform, ConnectWise, that connects to each networked device for live observation
and control. This will improve IT reliability, productivity, and performance, and enable tasks such as maintenance,
troubleshooting, and assessment.
Cendien — City of La Quinta / 2024 Page 14
Microsoft
Network Management System (NMS)
Cendien's Network Management System solution, Auvik, will be used to collect real-time data from network
elements, such as switches, routers, and access points, as well as from endpoint devices. This tool will aid Cendien
in monitoring the network infrastructure to maintain efficiency, security, and improve performance.
The objective of securing the existing network infrastructure will be primary to maintain functionality for continuity
of business needs. An Information Technology Asset Management (ITAM) solution will be developed to track
hardware model types, determine hardware lifecycle, software in use, and available software updates. Reviewing
database types, functions, and capacity will aid in the development of a data backup schedule.
Network elements and software with available third (3rd) party support agreements will be managed via our
Vendor Management Support services. This allows us to support the unique use case of the Organization's
technology to integrate best with 3rd party solutions. Cendien will make the appropriate updates to the existing
Business Continuity/Disaster Recovery (BCDR) Plan documentation or set up a Professional Services engagement
to create one.
Cybersecurity
Cendien will implement and manage a cybersecurity posture to protect IT related resources. This will include
deploying SentinelOne, a best -in -class cybersecurity platform, which manages hardware and software updates
related to security vulnerabilities, proactively monitors for threats, and educates end users on preventing cyber -
attacks.
Database Administration
Managing and maintaining database management systems (DBMS) software functions to include but not limited
to: Installation, configuration and upgrading of Database server software. Cendien will establish and maintain
sound backup and recovery policies and procedures:
• Implement and maintain database security (create and maintain users, roles, and assign privileges).
• Setup and maintain documentation and standards.
• Plan growth and changes (Capacity planning).
Vendor Management
Partner with the City of La Quinta's 3rd party technology vendors for coordination to facilitate support for critical
systems.
Proiects
Projects will be billed separately from the proposed monthly support agreement. The Initial Assessment may
provide additional opportunities for IT -related improvements to be considered for implementation. Cendien will
recommend projects and create a path to a more stable network, which will be guided by IT industry best
practices.
Cendien — City of La Quinta / 2024 Page 15
�licresnrt
Business Continuity/Disaster Recovery (BCDR) Plan
Disaster recovery is the process of maintaining or reestablishing vital infrastructure and systems following a natural
or human -induced disaster. It employs policies, tools, and procedures. Disaster recovery focuses on the
information technology (IT) or technology systems supporting critical business functions as opposed to business
continuity. This involves keeping all essential aspects of a business functioning despite significant disruptive events.
Disaster recovery assumes that the primary site is not immediately recoverable and restores data and services to
a secondary site. Cendien is prepared to engage in a project to design an IT business continuity plan in conjunction
with a Disaster Recovery plan to mitigate risk related to interruptions in the existing network infrastructure that
could potentially interrupt mission -critical services.
Service Support Structure
Service Request Types
Definitions
Incidents
Unplanned interruption or reduction in quality of an IT service.
Service Requests
Request from a user for information, advice, or access to an IT service ex.
routine service adjustment, such as the provision of user access, or
interface modification.
Request for Change (RFC)
Request for an addition, modification, or removal of anything that
could affect IT Services. This may include IT services, configuration
items, processes, documentation, and other related elements.
Problem
A problem is a cause of one or more Incidents. The problem
management process is responsible for investigation.
Meetings or
Reserve for planning, issues, setups, configuration, management, and
Questions
application related.
Cendien's Remote Help Desk Support
Cendien's Remote Help Desk is headquartered in Dallas, Texas, from where we orchestrate most of our day-to-day
IT support services. Our robust and dynamic support system encapsulates the following features:
Continuous Availability
• Round -the -Clock Support: We offer continuous IT support, ensuring that help is just a call away at any
hour of the day.
• Emergency Response: We prioritize your peace of mind by offering a 24/7/365 help desk, ensuring that
emergency situations are dealt with promptly.
• Business Hours: Our full -staff operations run from 7:00 A.M. to 6:00 P.M. from Monday to Friday,
excluding holidays, to handle regular queries and issues.
• Holiday Schedule: While we observe holidays, our emergency support remains unaffected, ensuring
peace of mind even during holiday breaks.
Cendien — City of La Quinta / 2024 Page 16
Microsoft
Flexible and Multifaceted Communication Channels
• Multi -Channel Support: You can reach out to us and log your service requests through a variety of
mediums including phone, email, text, or through our dedicated Support Portal.
• Microsoft Teams and Email Accessibility: For easy and quick coordination, our support team is
accessible through Microsoft Teams and at support@cendien.com.
• Instant Call Response: We are always available on call to address your concerns promptly.
Automated and Managed Ticket System
• Real -Time Monitoring: Our advanced monitoring platform autonomously creates tickets as issues are
detected, helping to streamline the resolution process.
Coordinated Task Allocation: A dedicated Help Desk Scheduling Coordinator takes charge of
automatically generated tickets, assigning them to competent technicians based on the nature and
urgency of the issues.
Maintenance and Security
• Automated Maintenance: We employ Remote Monitoring and Management software to manage
Microsoft OS updates, security patches, and to automate periodic maintenance tasks, ensuring your
systems are always up-to-date and secure.
• Remote Issue Resolution: Leveraging top -tier IT management tools, we can remotely resolve over 95%
of IT issues, minimizing downtime and enhancing operational efficiency.
Transparency and Documentation
• Comprehensive Documentation: Every service action is meticulously documented in our Freshdesk
ticketing software, providing a transparent view of the service status accessible through the client
support portal.
• Knowledge Base: We maintain a well-documented knowledge base on Freshdesk, which includes details
on network and equipment configurations, inventory, and licensing, ensuring critical data is easily
accessible when required.
• Reporting: Leveraging the documented data, we provide insightful reports that facilitate future planning
and help in keeping a tab on the service performances.
With Cendien's Information Technology Managed Services, you will receive:
Best in Class Tools
For system monitoring, remote support, service requests, and
cybersecurity.
Round the Clock Support
We work and provide 24/7/365 remote support.
Best Practices
Reducing downtime and increasing availability.
Peace of Mind
From a team of experts constantly monitoring your systems
Cendien — City of La Quinta / 2024 Page 17
Microsoft
Total Premier Support - Our comprehensive IT Managed Services plan consists of four (4) key elements that work
together to provide the premium service requested in the RFP.
• Virtual Chief Information Officer (VCIO) - Strategic IT Management Services
• Remote Monitoring & Management – System generated ticketing, automated remediation, automated
notification to engage our on-call engineers to respond to critical alarms 24/7/365.
• 24/7/365 Help Desk - Over 95% of all IT support work can be done remotely from Cendien's Help Desk.
Customer Satisfaction
In addition to communicating with your vCIO, on-site technician, help desk engineers, and other staff members,
you have special ways of communicating with Cendien about how well we are meeting your needs:
Ticket Surveys: Upon completion of Cendien service tickets, a customer service survey email is sent to the user
who initiated the ticket. These quick, 5 -question surveys provide an excellent opportunity for Cendien to be held
accountable for our service levels by those who matter most—the end users.
Quarterly Strategic Review: We provide quarterly strategic meetings to better understand how to align with our
customers. These meetings enable the client to provide feedback on our support, discuss upcoming projects,
review the performance of our engineers, and enable Cendien to provide better overall support.
Remediation, Stabilization & Transformation
Cendien will become familiar with the organizational culture, mission, values, policies, and procedures and
integrate with our client's organization. Our goal is to move away from a "vendor" relationship and become the
client's own IT department. Remediation projects will be completed to eliminate recurring issues and replace
aging/at-risk infrastructure. The IT environment will be stabilized, secured, and standardized. Opportunities to
transform the Client's organization will be discovered. A long-term Strategic IT Plan will be created that will turn IT
into a tool that advances the organization's mission and vision moving into the future.
With Cendien's team support and management expertise, we will help the client execute a support plan. We
believe that you should select Cendien as your IT Managed Services Provider because as a trusted partner, we will
make sure that you have the best services possible, with a team of experts to quickly address issues.
Escalation Process - Cendien's ticket escalation process will begin at the inception of the ticket. A Cendien service
coordinator will triage each ticket based on its Tier:
Level
Description
Low
Client requested troubleshooting of non -business critical problems covered by client's
agreement.
Cendien – City of La Quinta / 2024 Page 18
Microsoft
Medium
Non-critical business operations are impaired. Business operations are functional.
High
Client business operations are partially impaired at one or more sites. Critical services or
applications are available. Non-critical services or applications are not available.
Critical
Critical business operations unavailable at one or multiple sites.
Once the service level of a ticket is determined, a qualified resource will assign it to the first available qualified
resource to begin the troubleshooting process.
Response Time — Please see below.
Response Time
Low
Medium
High
Critical
Acknowledgement Response Time
Time from receipt of client services request to
acknowledgement by Cendien team. Tickets will be created,
2 hours
1 hour
30 min
15 min
and clients will be notified via email of ticket status.
Service Request Initial Contact Time
Time from initiation of ticket and the time a Cendien
4 hours
2 hours
30 min
15 min
Technical resource initiates the troubleshooting process
Client Responsibilities
To foster a successful partnership and ensure the optimal delivery of our services, we require the client to adhere
to the following prerequisites:
General Cooperation
• Remote Service Agreement: The client consents to the bulk of the services being furnished remotely.
• Access and Cooperation: Grant unrestricted access to network components, endpoint gadgets, servers,
and pertinent software/licenses both during and beyond regular business hours to facilitate specified
deliveries.
• Knowledge Sharing: Allow access to existing network diagrams, run books, and engage subject matter
experts for fruitful knowledge transfer.
• Coordination with IT Assets: Ensure smooth collaboration with IT assets pivotal for the fulfillment of
Cendien's deliverables.
Notification and Scheduling
Scheduled Projects: Schedule any project engagements with a minimum notice of two weeks to allow
for adequate preparation and resource allocation.
Critical Personnel Event: Notify Cendien a minimum of 48 hours before any scheduled critical personnel
event and promptly in the case of an unscheduled critical event.
Cendien — City of La Quinta / 2024 Page 19
Microsoft
• Service Interruption Notification: Keep Cendien informed 48 hours prior to any planned event that
might disrupt our services, and without delay in the event of an unforeseen interruption.
Technical Requisites
• Maintenance Downtime: Consent to downtime during the stipulated IT maintenance window to
facilitate routine upkeep and necessary adjustments.
• Critical Security Downtime: Be amenable to priority downtime to address and neutralize critical 0 -day
security vulnerabilities, safeguarding the system from potential breaches.
• Software Adoption: Migrate to Cendien's service software stack comprising ConnectWise, Auvik, and
SentinelOne for integrated service delivery.
Financial Responsibilities
• Cloud Service Expenses: Agree to bear all expenses related to cloud services essential for executing
backups proficiently.
• License and Support Agreements: Uphold the currency of all licenses as well as third -party hosting,
maintenance, and support agreements for the tenure of the contract.
Reservation of Rights
This proposal has been meticulously crafted based on the details furnished by you, coupled with the assumptions
we articulated to encapsulate the substance portrayed herein. We have exerted considerable effort to maintain
the precision of this quotation.
Disclaimers
• Accuracy and Completeness: While utmost care has been undertaken to preserve the accuracy of this
quote, we do not grant any guarantees, either expressed or implied, concerning the exactitude,
completeness, or adequacy of the data delineated herein.
Liability Limitation: We shall not bear responsibility for any errors or omissions present in this quote,
safeguarding us from any liabilities arising due to potential inaccuracies or incomplete information.
Negotiation and Contractual Agreement
• Negotiation Rights: We affirm your entitlement to negotiate and endorse the conditions of any ensuing
contract, a prerogative that we retain as well.
• Mutual Consent: It is a cardinal principle that all contract clauses and stipulations shall be cultivated
through a process of mutual consent, fostering a collaborative agreement that aligns with the objectives
and constraints of both parties.
We anticipate embarking on a productive collaboration with mutual respect and understanding, steering towards
a partnership that is symbiotic and prosperous. This reservation of rights is designed to serve as a preliminary step
in nurturing a business relationship grounded in transparency, diligence, and reciprocal agreement.
Cendien — City of La Quinta / 2024 Page 20
Microsoft
Support Service Exclusions
Support Services Available for Additional Fees.
General
• Onsite Engineering and Onsite Support: While we focus on providing remote solutions, our team can be
dispatched for onsite support based on a bespoke arrangement, including but not limited to
infrastructural assessment and optimizations.
• Custom Reporting: Detailed and tailored reporting solutions to meet your specific informational and
analytical requirements.
Cloud and Database Services
• Cloud Services: Although not part of the package, our vast range of cloud offerings can be explored
separately to find a solution that matches your organizational needs.
• Database Monitoring & Optimization: This encompasses ensuring optimal database performance
through meticulous monitoring and facilitating necessary adjustments for peak functionality.
Cyber Security and Compliance
• Cyber Security Incident Response and Remediation: Immediate action plans for cybersecurity incidents
are available for consultation and deployment, to ensure business continuity and data safety.
• Chief Compliance Officer Responsibilities: Engaging with us for adherence to necessary compliance
mandates and for the systematic audit process is a service we can offer outside the current scope.
• Cvbersecurity Breach Handling without Advanced Cvbersecurity: Handling cybersecurity breaches
without the involvement of our advanced cybersecurity product entails a separate chargeable service.
Hardware and Software
• Upgrades, Additions, or Changes in Equipment or Software: Major overhauls of the existing systems
including hardware swaps and software upgrades will require a separate project consultation.
• End of Life (EOL) Hardware/Software Support: Support services for EOL hardware or software exist but
will be limited in scope and will entail additional costs.
• Firmware and 3rd Party Patching: Assistance with firmware issues and third -party patch management
are available as part of a different package.
Training and Consultation
• Business Application Training: Comprehensive training solutions for a range of business applications are
available upon request.
• IT Standards and Policies Consultation: Consultations regarding IT standards, policy formations, and help
with regulatory audits can be undertaken as separate projects.
• Mobile Device Management: Our experts can help in crafting strategies for the seamless management of
mobile devices in your organization.
Recovery Solutions
Data & Disaster Recovery Remediation not Designed by Cendien: If recovery solutions not designed by
us are deployed, our role in remediation will be limited and charged separately.
Non-Cendien Owned Business Continuity Solutions: Monitoring and management of business continuity
solutions not owned by Cendien are beyond the scope of this contract. Cendien cannot be held liable for
issues arising from solutions offered by a different entity.
Service Level Agreement (SLA) and Equipment
Cendien — City of La Quinta / 2024 Page 21
Microsoft
• Limited Support for Items not Under Warranty: While limited support will be provided for items not
under warranty, persistent issues will necessitate replacement at the client's expense to maintain the IT
environment's security.
• Client's Failure to Replace Recommended Hardware: In cases where the client refrains from replacing
advised hardware, the SLA terms will be deemed unapplicable, thus categorizing services and
remediations as out of contract scope.
Client References
Cendien currently provides IT (Information Technology) Managed Services to Nurse Assist and the City of Concord
using the same model proposed in this response. They are similar in size, scope, and complexity. References will
be provided below for those Managed Services clients. We ask that you email and coordinate the reference check
with the clients before calling them so a time can be scheduled in advance.
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Clients include but are not limited to:
• Nurse Assist
• City of Concord
• Globe Life
• Guilford
• GNC
• MV Transportation
• Regional Transit Authority
• Bon Secours
Hospital Rochester Medical
• JFK Medical Center
• Torchmark
Valley Water
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• Cinemark USA
•
University Health
• CVS Health
•
Arabian Centers
• Arvest Bank
•
Froedtert Health
• Eastern Maine Healthcare
•
McKinsey & Co
• Olathe Medical Center
•
City of Carrollton
• Golden Gate Capital
•
City of Arlington
• Boy Scouts of America
•
Sheridan Healthcare
• Santa Clara Valley Water
•
Novant Health
District
•
Tift Regional Medical Center
• DeVry University
•
Workers Compensation Board of
• Cooks Childrens
Manitoba
Cendien — City of La Quinta / 2024 Page 22
Reference 1: IT Managed Services and Support to Nurse Assist
Project Description
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Assist
Microsoft
Nurse Assist needed assistance supporting their Microsoft Office products which
included management of their Office 365 and Azure tenants. Cendien provided
email security and managed and maintained their IT infrastructure and
surveillance cameras. Cendien also administered company applications, including
ERP application Infor Syteline and Factory Track.
Project Goal/Objective Obtain technical expertise to better manage its applications. Open tickets with
Cendien for incidents and requests and ask for support assistance. Prioritize
project and system automation, strategy, and guidance.
Support Services
• Network Management, Server Management
• Desktop & End User Support
• Security Services, Data Backup & Recovery
• Cloud Services, Email & Communication Systems
• Remote Monitoring & Management
• IT Strategy and Planning
• Compliance and Regulations
• Reporting and Documentation
• User Training
• Infor CSI EDI Implementation
• Windows Maintenance & Upgrades
• IT Helpdesk and IT Managed Services
Dates of Engagement
Project Owners
Team Members
Contact
Contract Amount
Contract Duration
Completion Date
2018 to present, 2 extensions of 5 Years
Israel Denis, Javier Silva
Austin Hynes, Colby Criswell, Luis Acevedo, Shirley Duong, Brian Granados
Ryan Winter
Chief Financial Officer
4409 Haltom Road, Haltom City, TX 76117
(505) 410-5684
rwinter@nurseassist.com
$250,000 (IT Staffing, IT Consulting, IT Managed Services)
5+ years (Status: Ongoing)
12/31/2028
Cendien — City of La Quinta / 2024 Page 23
Reference 2: IT Managed Services and Support to City of Concord
Project Description
corse
Microsoft
City of Concord could not properly support their Infor Lawson ERP Applications
due to limited staff. They needed help with project management, ongoing
support, overall strategy, applying patches, upgrades, improving system
performance, LBI and 4GL development, Year End closing process, supporting
interfaces, and technical/functional expertise to better manage their Infor
applications.
Additionally, City of Concord needed assistance with their Window servers. This
includes database management, updating patches on Windows servers, rebuilding
replication, automating processes, and working with their Infrastructure team.
Project Goal/Objective Provide both functional & technical expertise for issues resolution, business
process improvement, system setup, configuration changes, user requirements,
report design, enhancement requests, and system changes. Cendien was able to
quickly integrate to COC and become an extension of their support team.
Support Services
• Windows 2012 to 2019 Server Upgrade Project
• Windows Server Patching, User Training, Data Optimization
• Functional Support of FIN, SCM, and HCM
• Lawson Payroll/HR, including Year End Support and Patching
• Infor Security Administration / LBI Reports, and Crystal Reports
Development
• Infor ADFS/LDAPS Project / Infor OS Environment Installs
• Lawson Env Upgrade (LSF, Java, WebSphere, Portal)
• BSI TaxFactory Upgrade
• Custom 4GL Program Development
Dates of Engagement 1 2021 to present, 2 years + of providing service
Project Owners I Israel Denis, Linda VanTran Gebbia
Team Members Austin Hynes, Luis Acevedo, Shirley Duong, Nicole Sutti, Lakshmi Damerla, Dave
Alwardt, Javier Silva
Contact Damaris Sambajon
IT Manager, Enterprise Applications
Phone: (510) 207-9737
damaris.sambajon@cityofconcord.org
Contract Amount 1 $300,000 (ERP Staffing, ERP Consulting, ERP Managed Services)
Contract Duration 1 5+ years (Status: Ongoing)
Cendien — City of La Quinta / 2024 Page 24
Microsoft
Completion Date 12/31/2026
Reference 3: IT Managed Services and Consulting to Guilford County
Project Description
Guilford County needed technical and functional expertise to augment their
current team in preparation for migrating to Tyler Munis. They needed system
support, functional expertise, IPA development, and program development for its
conversion to Tyler Munis. They also needed overall guidance in supporting their
Infor applications environment.
Project Goal/Objective
Provide both functional & technical expertise for issues resolution, business
process improvement, system setup, configuration changes, user requirements,
report design, enhancement requests, and system changes. Cendien was able to
quickly integrate to Guilford and become an extension of their support team.
Support Services
• Functional Support of Infor Lawson Payroll/HR Applications
• Infor Lawson Payroll Data Conversion Files to Tyler Munis
• Kronos to Tyler Munis Data Conversion
• Go Live Support on Tyler Munis
• Kronos Upgrade Support
• Custom 4GL Program Development
Dates of Engagement
2019 to present
Linda VanTran Gebbia, Joanne DeLorenzo
Project Owners
Team Members
Joanne DeLorenzo, Lakshmi Damerla, Nicole Sutti, Sharon Jordan, Imran Khan,
Javier Silva
Contact
Sherry Bigelow
Project Manager, Enterprise Applications
(336) 641-4836
sbigelow@guilfordcountync.gov
Contract Amount
$200,000 (ERP Staffing, ERP Consulting)
Contract Duration
4+ years (Status: Ongoing)
Completion Date
12/31/2024
Cendien — City of La Quinta / 2024 Page 25
Reference 4: Application and Managed Services to Santa Clara Valley Water District
Project Description
Volley Water
Microsoft
Santa Clara Valley Water District engaged Cendien to assist with various reports
that Infor was not able to develop or timely deliver. Cendien was able to
successfully develop the reports in Birst, IPA, and ISD (Infor Spreadsheet
Designer). Valley Water also engaged Cendien for Managed Services for the
rollout of its CloudSuite applications for FSM (FIN and SCM) and HCM
applications.
Project Goal/Objective Develop the reports in Birst, IPA, ISD, and demo them to users. In a month's time
frame, Cendien was able to quickly develop the reports. Valley Water also issued
an RFP for Managed Services and Cendien won a multi-year contract to provide
ongoing support for the rollout of CloudSuite to Valley Water's team. Cendien is
optimizing business processes, helping the business to fill the gaps via
configurations and solutions from Cendien. Team in constant review of
processes for complete Infor solutions implementation.
Support Services • Reports Development and System Enhancements
• Functional Support of FIN, SCM, and HCM applications
• Custom IPA Report Development and US Bank Integration Project
• Systems Integrations for: Hyland OnBase, ProjectMate, Water Efficient
• Infor Document Management (IDM) for PO's (Purchase Orders)
• Absence Management Configuration and Setup for Temps/Interns
• ION BODs/ION API/IPA Development
Dates of Engagement 2021 to present, 2 years + of providing service
Project Owners I Israel Denis, Leonard Zemman
Team Members Joanne DeLorenzo, Keerthy Jayavelu, Nicole Sutti, Moyi Banerjee, Imran Khan,
Javier Silva
Contact Linda Huang
Corporate Applications Manager - Software Services
Phone: (408) 630-2459
LHuang@valleywater.org
Contract Amount 1 $400,000 (ERP Staffing, ERP Consulting)
Contract Duration 1 5+ years (Status: Ongoing)
Completion Date 1 12/31/2026
Cendien — City of La Quinta / 2024 Page 26
Microsoft
Reference 5: Application and Managed Services to Regional Transit Authority (RTA)
Project Description The Regional Transit Authority engaged Cendien to assist with managing and
supporting their entire Infor Applications, implementing an ERP Roadmap to
Regional
improve functionalities, alleviate pain points, improve reporting, and achieve
Transportation
Authority user satisfaction.
Project Goal/Objective
Provide both functional & technical expertise for issues resolution, business
process improvement, system setup, configuration changes, user requirements,
report design, enhancement requests, system changes. Implemented Infor
Document Management (IDM) and customized reports in BI FSM / Application
Studio.
Support Services
• Functional Support of Infor CloudSuite Applications (FIN and SCM)
• ERP Improvements & Pain Points
• Technical and Functional Staffing Support
• Infor Document Management implementation
• BI FSM Reports Development and Enhancements
Dates of Engagement
2021 to present, 2 years + of providing service
Project Owners
Asanka DeSilva, Moyi Banerjee
Team Members
Sethu Pathy, Siva Kumar, Sharon Jordan, Nicole Sutti, Moyi Banerjee, Imran
Khan, Javier Silva
Contact
Asha Mathunny
IT Director, Applications Services
Phone: (312) 913-3200
asha.mathunny@rtachicago.org
Contract Amount
$250,000 (ERP Staffing, ERP Consulting)
Contract Duration 1 5+ years (Status: Ongoing)
Completion Date 1 12/31/2026
Cendien — City of La Quinta / 2024 Page 27
Microsoft
Summary & Conclusion
In the dynamic landscape of IT support partners, what sets a service apart is not just the spectrum of services it
offers but the depth of its expertise, the reliability of its systems, and a history of successful engagements that
speak for its efficacy. Cendien stands tall encompassing all these traits, bringing forth an offer that is grounded in
more than two decades of industry experience and enriched with real-time solutions for government IT support
environments.
Expertise and Responsiveness
Our deep-rooted belief in the capabilities we offer stems from the blend of unparalleled IT skills, fortified through
rigorous training and certifications, and a rich repository of real-world experience in governmental IT support. This
allows Cendien to tailor services that meet the distinct needs of the City with a readiness to respond round the
clock, every day of the year, making us a partner you can rely on in every emergency.
The Finest Industry Tools
The Cendien approach is designed with the best the industry has to offer. Our team, equipped with state-of-the-
art tools, functions like a well-oiled machine ensuring not just service, but a service experience that is smooth and
fosters a successful, lasting relationship.
Proactive and Preventative Solutions
We rise above the reactive approach to IT support solutions, ushering in a proactive methodology that
continuously monitors all crucial servers, workstations, and network devices. This vigil ensures that any potential
issues are identified and rectified before they can escalate, promising a seamless operational environment.
Your Virtual IT Department
What we offer goes beyond a support service; it's an experience akin to having a dedicated IT department. A
system where help is a call away, ready to address a vast array of needs remotely through our unlimited in -scope
help desk support, with the added assurance of on-site support as per your requirements.
Cost -Effective Excellence
Our proven methodology ensures an enterprise -class IT department that is not only robust and reliable but also
cost-effective, giving you the best value for your investment, with no compromise on quality and efficiency.
Conclusion
In conclusion, Cendien IT Support Services does not just offer Information Technology Managed Services; we offer
a partnership grounded in trust, expertise, and a commitment to bringing innovative and custom-tailored solutions
to the City of La Quinta. We look forward to the opportunity of fostering a technologically enriched future, where
every IT solution is not just a service but a milestone towards greater efficiency and success.
Cendien — City of La Quinta / 2024 Page 28
March 1, 2024
City of La Quinta
Attn: RFP CM2024-001
78-495 Calle Tampico,
La Quinta, CA 92253
City of La Quinta, CA
Request for Proposal (RFP) #CM2024-001
Information Technology -Managed Services
000
CENDIEN
empowering business
CENDIEN
1846 E Rosemeade Parkway
Suite 200
Carrollton, TX 75007
(214) 245-4580
Cendien — City of La Quinta / 2024 Page 1
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1
000
CENDIEN
empowering business
CENDIEN
1846 E Rosemeade Parkway
Suite 200
Carrollton, TX 75007
(214) 245-4580
Cendien — City of La Quinta / 2024 Page 1
Microsoft
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Table of Contents
Proposal for IT Support Services.................................................................................................................................3
RFP Scope of Services Requirements..........................................................................................................................4
Cityof La Quinta Current Environment......................................................................................................................9
ITSupport Service Pricing........................................................................................................................................ 11
Managed Services & Cybersecurity Offerings......................................................................................................... 13
ProfessionalService Pricing..................................................................................................................................... 14
Cendien — City of La Quinta / 2024 Page 2
Microsoft
Proposal for IT Support Services
Introduction
Cendien is honored to present this proposal in response to the City of La Quinta RFP for Information Technology
Managed Services. Leveraging our experienced team of IT consultants, we are poised to deliver remote support
services designed to meet the complex IT needs of the City of La Quinta.
Proposal Overview
Our proposal outlines a 36 -month partnership, during which we commit to providing comprehensive outsourced
managed services as detailed below. We are convinced that this collaboration will foster a robust and secure IT
infrastructure conducive to achieving the City's objectives.
Scope of Services
We propose to offer the following services as part of our Managed IT Services package:
Remote IT Support Services
Cloud Management
• Helpdesk support
• Cloud infrastructure setup and maintenance
• Network monitoring and management
• Data backup and recovery solutions
• Server management and monitoring
Cybersecurity
Consulting and Advisory
• Firewall and antivirus management
• Strategic IT planning and consulting
• Regular security audits and assessments
• Technology assessment and recommendations
Team Composition
Our team of IT consultants comprises seasoned professionals with expertise in various domains including, but not
limited to:
• IT Strategy and Planning
• Network and System Administration
• Cybersecurity
• Cloud Computing
Service Delivery Model
Our service delivery model is designed to ensure reliability and effectiveness:
• Invested Resources — Employing state-of-the-art technology solutions to ensure smooth delivery.
• Repeatable Service Delivery — Establishing a service model that ensures consistent delivery over time.
• Risk Management — Incorporating strategies to identify and manage risks proactively.
Cendien — City of La Quinta / 2024 Page 3
Microsoft
RFP Scope of Services Requirements
End User Support
Our end-user support services are designed to facilitate efficient operations and provide reliable support for City
of La Quinta's IT environment. Here's a detailed overview of the services we offer:
Help Desk Services
• Help Desk Monitoring and Ticket Resolution: Offering continual help desk monitoring to oversee,
manage, and resolve tickets in a timely manner.
• Automated Ticket Creation:
o System Notifications: Setting up automation for ticket creations triggered by system notifications
without user intervention.
o Issue Tracking and Reporting: Streamlining the process of tracking and reporting issues through
automated systems.
User Support
• End -User Queries and Support: Addressing end-user questions and providing necessary support.
• New User Setup: Facilitating the onboarding process through meticulous new user setups.
• Management of Active Directory and Email Systems: Assisting in the editing or removal of users from
Active Directory domain services and email systems as necessary.
Accessibility and Response Time
• Business Hours: Reachable by telephone from 7:00 am to 6:00 pm, Monday through Friday.
• Emergency Response: Implementing an emergency response system for after-hours assistance requests.
Response Time:
• During Business Hours (8:00 am — 5:00 pm): Committing to a response time within 30 minutes.
• After Hours (5:00 pm — 7:00 am): Ensuring a response time within 30 minutes for urgent service or
assistance requests.
On -Site Support
• Dispatch On -Site Technician: Arranging for an on-site technician to be dispatched for incidents not able
to be resolved remotely. Regular onsite support will be scheduled to liaison with staff in problem solving,
and to engage in planning for future needs.
Network Monitoring and Support
Cendien offers an integrated suite of network monitoring and support services to maintain high uptime and
performance of the City of La Quinta's IT network. Here is a detailed description of our services in this sector:
Connectivity Monitoring and Troubleshooting
1. Internet Connectivity:
• Monitoring: Constant vigilance over your internet connectivity to ensure smooth operations.
Cendien — City of La Quinta / 2024 Page 4
Microsoft
• Troubleshooting: Swift identification and resolution of any issues affecting internet connectivity to
minimize downtime.
2. Internet/LAN Connectivity:
• Monitoring: Overseeing both the internet and LAN connections to maintain a stable network
environment.
• Troubleshooting: Implementing rapid troubleshooting processes to address connectivity issues
efficiently, ensuring the uninterrupted flow of operations.
Network Device Management
• Updates: Keeping all network devices updated to the latest versions to ensure security and optimal
performance.
• Maintenance: Regular maintenance routines to preemptively address potential issues before they can
affect the network.
• Configuration: Setting up and configuring network devices to function harmoniously, meeting the
specific requirements of the City of La Quinta's IT environment.
Server Monitoring and Support
Our services in server monitoring and support are comprehensive, aiming to maintain a robust and secure server
infrastructure for City of La Quinta. Below we outline the specific services that we offer:
Server Infrastructure Maintenance
• Operational State: Ensuring that the server infrastructure consistently remains in a functional and
operational state.
• System Reports and Alerts: Diligently monitoring system reports and alerts to anticipate and address
potential issues proactively.
System Updates and Backups
• Updates/Patches: Regularly updating essential systems with the latest updates and patches to maintain
security and performance.
• Automated Updates: Automating the downloading and installation of necessary updates/patches every
30 days, utilizing a predefined approved install maintenance window to avoid disrupting users during
business hours.
• Data Backup: Upholding a regular routine to back up all data hosted on City of La Quinta's server
systems, ensuring data integrity and availability.
Software and License Monitoring
• Software Installations: Facilitating the installation of new software, ensuring compatibility and
integration with existing systems.
• License Monitoring: Keeping a vigilant eye on software license usage and expiration dates to maintain
compliance and uninterrupted service.
Cendien — City of La Quinta / 2024 Page 5
Microsoft
Automated Monitoring
• Problem Notification System: Implementing an automated problem notification system for real-time
monitoring of all computer and network -related hardware and software.
• Server Operations Reports: Providing meticulous monitoring through daily server operations reports,
backup logs, weekly server usage reports, and regular updates on Microsoft security status.
Disaster Recovery
• Disaster Recovery Plans: Crafting, maintaining, and updating disaster recovery plans to ensure seamless
recovery in the event of catastrophic failures, safeguarding City of La Quinta's critical data and system
functionalities.
Network Security Support
We are committed to safeguarding City of La Quinta's network infrastructure through a suite of network security
support services that are robust and reliable. Here's what we offer:
Network Audits and Recommendations
• Audit: Conduct comprehensive network audits to assess the current security landscape and identify
potential vulnerabilities.
• Recommendations: Provide insightful recommendations based on the audit findings to bolster network
security.
Security Monitoring
Intrusions/Threats: Constantly monitor the security status to promptly detect and respond to any
intrusions or threats, ensuring the integrity of City of La Quinta's network.
Operational Security Feedback: Deliver periodic feedback on operational security, helping you stay
updated on the security health of your network.
User Management
User Logins and Security: Manage user logins diligently, maintaining a secure access control system to
protect sensitive data and network resources.
Roles and Permissions: Set up and manage roles and permissions judiciously to facilitate secure and
efficient access to network resources.
Malware and Virus Protection
• Software Maintenance: Ensure the virus and malware software on all City of La Quinta computer
systems are up to date, offering a first line of defense against cyber threats.
• Reporting: Provide regular reports on the status and findings of the malware and virus protection
systems, keeping you informed of potential threats and preventive measures.
Update Management
• Signature File Updates: Install and maintain virus signature file updates, ensuring real-time protection
against known threats.
• Patch Management: Oversee a structured patch management strategy, regularly updating all systems to
mitigate vulnerabilities and maintain a secure network environment.
Cendien — City of La Quinta / 2024 Page 6
Microsoft
Initial Assessment
In the initial stage of our engagement, we undertake a rigorous assessment of the existing technological
landscape at City of La Quinta to identify and rectify issues and to set a robust foundation for ongoing
monitoring and alerting. Here's what the process involves:
Technology Evaluation
• System Inventory: Create an inventory of all hardware and software assets to have a comprehensive
view of the existing technology stack.
• Performance Assessment: Evaluate the performance of various systems and technologies to understand
their current state and effectiveness.
Security Audit: Conduct a security audit to identify vulnerabilities and ensure all systems are secure and
data is protected.
Issue Resolution
• Issue Identification: Identify existing issues in the system through a meticulous review of the current
setup.
• Rectification Plan: Develop a structured plan to rectify identified issues, setting a timeline and allotting
resources for the task.
• Implementation: Implement the rectification plan, ensuring that all issues are resolved effectively and in
a timely manner.
Setting Up Monitoring and Alerting
• Monitoring Tools: Set up state-of-the-art monitoring tools to keep a continuous watch on the system
health and performance.
• Alerting Mechanism: Establish an alerting mechanism to receive instant notifications about any
disruptions or issues, facilitating quick responses.
• Periodic Reports: Design a system to generate periodic reports giving insights into system health, which
would be instrumental in informed decision-making.
Asset Tracking
To ensure a streamlined and efficient operational environment, we offer meticulous asset tracking services that
encompass the following key areas:
Electronic Inventory Maintenance
• Inventory Database: Establish and maintain a comprehensive database that documents all software and
computer products owned or purchased by City of La Quinta.
• Regular Updates: Regularly update the inventory to reflect recent acquisitions, upgrades, or
retirements, ensuring that the database is always current.
• Software License Tracking: Track the licenses of all software products to manage compliance and
renewals efficiently.
Hardware Warranty Coordination
Warranty Tracking: Keep detailed records of warranty information for all hardware units, facilitating
easy access to warranty services when needed.
Cendien — City of La Quinta / 2024 Page 7
Microsoft
• Warranty Claims: Coordinate warranty claims, liaising with vendors to ensure speedy resolutions to
hardware issues.
• Warranty Renewals: Manage warranty renewals to ensure continuous coverage, helping to maintain
the longevity and functionality of City of La Quinta's hardware assets.
Services and Support Strategies
Quarterly Management Meetings
• Strategic Overview: Review the strategic direction and overview of IT initiatives.
• Performance Review: Evaluate the performance of implemented strategies and identify areas for
improvement.
Technology Strategy Planning
• Roadmap Development: Develop a technology roadmap that aligns with City of La Quinta's objectives.
• Innovation: Incorporate the latest technological advancements to foster innovation.
Quarterly Health Check
• System Analysis: Conduct an analysis of the system's health and functionality.
• Recommendations: Provide recommendations based on the health check results.
Technology Procurement Consulting
• Vendor Analysis: Assist in analyzing potential vendors and products.
• Cost -Efficiency: Ensure cost-efficient technology procurement strategies.
Monthly Reporting
• Performance Metrics: Report on key performance metrics.
• Incident Reports: Provide detailed incident reports to maintain transparency.
Proactive Monitoring of the Network Environment
• Real -Time Alerts: Set up real-time alerts for network discrepancies.
• Performance Optimization: Continuously work towards network performance optimization.
Proactive Virus Protection
• Security Updates: Ensure timely updates to security systems.
• Threat Analysis: Carry out regular threat analyses to stay one step ahead of potential issues.
Password Administration
• Secure Access: Implement and manage secure access protocols.
• Regular Updates: Encourage regular password updates to enhance security.
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Microsoft
City of La Quinta Current Environment
Current IT Systems Environment
Server Environment
Physical Sites (8 sites)
Virtual Server Environment (30 endpoints)
Workstations and Laptops (167 endpoints)
Mobile Devices (81 endpoints)
No.
Facility Description
Address
1
City Hall
78495 Calle Tampico
2
Corporate Yard
78109 Avenue 52
3
Library
78275 Calle Tampico
4
Museum
77-885 Avenida Montezuma
5
Wellness Center
78450 Avenida La Fonda
6
Talus Event Center
79179 Ahmanson Ln
7
X -Park
46170 Dune Palms Rd
8
City Owned Building
51001 Eisenhower Dr
9
Miscellaneous Park Facilities
Across City of La Quinta
Core Systems
The core server is made up of six (6) Dell blade servers running VMWare vSphere Standard in a clustered
configuration. This system runs most of the City's servers — approximately 16 virtual servers — and is
managed through vCenter. This system utilizes High Availability and vMotion technologies, as well as a
number of other features.
Servers & Network Applications
The City utilizes approximately (22) servers to meet its needs for network management, security,
specialized applications, databases, messaging, and storage. These include:
• Active Directory/DNS Management, File Server, Print Server, Windows Software Updates Services
• Microsoft 365 Commercial, Disaster Recovery, Tyler Incode, Laserfiche, ArcGIS
• AXIS, Genetec Security Center
Network Appliances
A number of network appliances perform key functions on the City's network (edge and core). These
appliances include:
• SonicWall Firewalls
• Cisco Meraki Switches
• Ubiquiti Wireless Access Points
Cendien — City of La Quinta / 2024 Page 9
Microsoft
• QNAP WAN Switch and SAN Storage
• APC Power Supply
Servers & Network Applications
The City workstations utilize a standard software suite, as well as specialized applications. The majority of
the City's systems are web -based and do not require any software installation. The base workstation has
the following app configuration:
• Windows 10/11 Professional
• Microsoft 365 Apps
• Adobe Acrobat Reader
• Google Earth Pro
In addition to the standard software suite, individual departments utilize specialized software/hardware:
• Adobe Acrobat Pro DC — Enterprise Subscription
• Tyler Technologies - Eden ERP
• Laserfiche
• Timeclock (TCP Software) — Hardware & Web Access
• Bluebeam Revu
• ESRI ArcGIS Online
• Autodesk AutoCAD
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Microsoft
IT Support Service Pricing
The following fee structure for the 60 -month period.
Outsourced Managed Services Fee:
Onboarding
Monthly Total
Annual Total
0nboa rding—(Waived)
$2,525
Monthly Item
Qty
Unit Price
Monthly Total
Annual Total
Physical Servers
6
$250
$1,500
$18,000
Virtual Servers
16
$150
$2,400
$28,800
Firewalls
2
$125
$250
$3,000
NAS
5
$50
$250
$3,000
Network Switches
25
$30
$750
$9,000
Access Points
24
$20
$480
$5,760
Mobile Devices
81
$30
$2,430
$29,160
Workstations and Laptops
167
$50
$8,350
$100,200
UPS
4
$15
$60
$720
Site Connections — Network Probe
8
$40
$320
$3,840
Support Services — vCIO, IT Management, Strategic
Planning, Tech Support
$4,575
$54,900
Totals
$21,365
$256,380
Cendien — City of La Quinta / 2024 Page 11
Outsource Managed Services Contract Annual Pricing
Contract Year
% change
Total Annual Support Cost
Monthly Cost
Total Labor: $54,900
1
() One
0%
Managed Services: $201,480
21,365
Total Support Cost: $256,380
Total Labor: $54,900
2
() One
0%
Managed Services: $201,480
21,365
Total Support Cost: $256,380
Total Labor: $56,547
3
() One
3%
Managed Services: $207,524
22,006
Total Support Cost: $264,071
Total Labor: $58,243
(4) One
3%
Managed Services: $213,750
$22,666
Total Support Cost: $271,993
Total Labor: $59,990
5
() One
3%
Managed Services: $220,163
23,346
Total Support Cost: $280,153
Conclusion
We are confident that this proposal lays out a strategically designed framework that is primed to not only steer
the City of La Quinta toward achieving its IT objectives with efficiency and innovation but also adept in mitigating
and managing associated risks seamlessly. Thank you for considering Cendien as your partner in Information
Technology Managed Services. We look forward to the opportunity of working with The City of La Quinta.
Cendien — City of La Quinta / 2024 Page 12
Managed Services & Cybersecurity Offerings
Managed Services
Infrastructure & Device Management
Network Monitoring - ICMP/SNMP
24x7x365 Monitoring
Reporting/Periodic Business Reviews
Cloud/SaaS Application Management
Help Desk & On -Site Services
Backup & Disaster Recovery
Remote Support Included
Project Work - Bundle or Ad -Hoc (Hourly)
Advanced Cybersecurity
(addons)
$40/User
Password Vault and Management
Security Awareness Training
Single Sign -On
Dark Web Monitoring
Email Encryption/Protection
Advanced Spam filtering and safe links
EDR (Endpoint Detection and Response)
Multi -Factor Authentication
Cybersecurity Risk Assessment
Vulnerability Scanning
Data Loss Prevention for M365
Microsoft 365 Tenant Security
Includes Basic Security
Microsoft
Basic Security
(addons)
$20/User
Basic Spam Filtering
Endpoint Detection - additional Layer
Windows desktop backup
Microsoft 365 Backup
Disk Encryption/Protection
Web Content Filtering
Basic Antivirus/Antimalware
Cybersecurity Premium Plus
(addons)
$100/User
Managed SIEM/ MDR SOC / Logs / Retention
Firewall Management
Intrusion Detection
Compliance & Regulatory Reporting
Network Access Control
User Behavior Analytics
Includes Advanced Cybersecurity
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Microsoft
Project - Professional Service Pricing
Professional Services Hourly Rate:
For projects outside the scope defined in the RFP, we propose an hourly rate, which is outlined below:
Description
Hourly Rate
Level 1 Technician (remote)
$90 / hour
Level 2 Technician (remote)
$100 / hour
Level 3 Technician (remote)
$125 / hour
Project Management (remote)
$150 / hour
Cendien — City of La Quinta / 2024 Page 14