LAN WAN EnterpriseMarlcftplaw-dty
Company:
LAN WAN Enterprise
Email:
ramid@lanwane.com
Contact:
Rami Dababneh
Address:
17500 Red Hill Ave #120
Irvine, CA 92614
Phone:
(949) 955-2451
Website:
www.lanwane.com
Submission Date:
Mar 1, 2024 5:44 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
LAN WAN Enterprise Response
CONTACT INFORMATION
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ADDENDA CONFIRMATION
Addendum #1
Confirmed Feb 29, 2024 2:29 PM by Rami Dobobneh
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
City_of_La_Qu i nta_RFP_2_Pages_i ntro. 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
1. Identification: Quickly detect and identify the security incident.
2.Containment: Isolate the affected systems to prevent the spread
3.Eradication: Remove the threat from the environment.
4.Recovery: Restore systems to full functionality
5.Post-Incident Analysis: Conduct a thorough investigation
HAVE ANY OF YOUR CLIENTS EXPERIENCED A RANSOMWARE ATTACK IN THE LAST 12 MONTHS? IF SO, HOW DID YOUR COMPANY
RESPOND?*
Maximum response length: 300 characters
No, our clients have not faced ransomware attacks due to our multi layer security and mainly our 'sophisticated Immutable Backup'
solution. We aided two non -clients: one in negotiating a ransom from 15 to 4.5 BTC and another in restoring their network using
mixed local and cloud backups.
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 Ethical Hacker, issued by the EC -Council, an accredited organization, has gained recognition from the Department of Defense
(DoD).
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
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LAN WAN Enterprise implements real-time perimeter monitoring through continuous scanning, using advanced detection tools for
instant threat identification, immediate alerts, and rapid incident response, ensuring robust network security and data protection.
DO YOU MAINTAIN 24/7/365 HEALTH MONITORING AND AVAILABILITY OF THE DELIVERY PLATFORM?*
Maximum response length: 300 characters
Yes, LAN WAN Enterprise maintains 24/7/365 health monitoring and availability for our delivery platform, ensuring continuous
operation and immediate response to any issues, providing reliability and uninterrupted service to our clients. We also offer Security
Operations Center (SOC) as an add-on.
DO YOU PROVIDE ANNUAL SECURITY ARCHITECTURE REVIEW AND VULNERABILITY ASSESSMENTS?*
Maximum response length: 300 characters
LAN WAN Enterprise recommends quarterly vulnerability assessments to adapt to rapidly evolving cybersecurity threats. Four months
before the fiscal year-end, alongside monthly IT Committee meetings, we propose a comprehensive annual security and project
improvement budget for the forthcoming year.
3. Network Reliability
PLEASE CONFIRM YOU OFFER NETWORK MANAGEMENT AND INFRASTRUCTURE SUPPORT SERVICES.*
Yes
CAN YOU PROVIDE INSTALLATION, CONFIGURATION, ADMINISTRATION, AND MAINTENANCE OF ALL NETWORK EQUIPMENT
INCLUDING SWITCHES, FIREWALLS, ROUTERS, CABLING, WIRELESS ACCESS POINTS, AND OTHER DEVICES?*
Yes
PLEASE LIST THE STEPS TAKEN TO REPAIR AN INTERNET OUTAGE, INCLUDING COMMUNICATION AND ESCALATION PROTOCOLS. HOW
LONG DOES IT USUALLY TAKE TO RESTORE INTERNET, AND HOW OFTEN DO CLIENTS HAVE OUTAGES?*
Maximum response length: 300 characters
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Rarely, Our SDWAN solution offers triple -layer redundancy (Fiber, Fixed Wireless,5G/carrier failover),Active/Active router failover, on
backup power.
A. Immediate outage notification, client CCed
B. Automatic ticket generation
C. NOC contacts ISP for resolution
D. Analyze the incident, prevent future outages
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
We specializes in deploying and managing VOIP solutions for municipalities, supporting existing systems and analog lines. We
recommend transitioning analogue services(elevator, alarms..) to digital for enhanced efficiency and reliability, ensuring
comprehensive communication management.
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
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IF NO, PLEASE ELABORATE.
Maximum response length: 300 characters
Beyond managing our inventory system, LAN WAN Enterprise proactively oversees all client renewals. We ensure clients receive a
proposal for hardware, licenses, and subscription renewals 30-60 days before their expiry date, streamlining the renewal process and
maintaining uninterrupted service.
PLEASE CONFIRM THAT YOUR SERVICES COVER PROCUREMENT MANAGEMENT (SELECTION OF COMMERCIALLY RATED EQUIPMENT,
ORDER PLACEMENT, ORDER TRACKING, SHIPPING, EQUIPMENT RETURNS, AND SOURCING AND ORDERING OF REPLACEMENT
PARTS).*
Yes
IF NO, PLEASE ELABORATE.
Maximum response length: 300 characters
Answer is "Yes"
WHAT IS YOUR PROCESS FOR KEEPING TRACK OF ALL LA QUINTA IT INVENTORY?
Maximum response length: 300 characters
LAN WAN Enterprise utilizes the HUDU system to meticulously track all IT inventory for La Quinta. This advanced system enables us to
efficiently manage hardware, software, and other IT assets by automating inventory tracking and documentation.
S. 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
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Our service provides 24/7/365 support, ensuring assistance is always available, a crucial offering particularly for our clients in police
departments who require constant access to support services.
PLEASE DESCRIBE THE LOCATION OF YOUR OFFICE HEADQUARTERS.
Maximum response length: 300 characters
17500 Red Hill Ave Suite 120, Irvine CA 92614
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
Our HQ is located in Irvine, two assigned personnel will be present on-site daily. Additionally, our company offers a 'floating model'
MSP, support presence in Corona with two senior staff members and two technicians living and working from there. In addition to
our 24/7 remote support.
DURING BUSINESS HOURS, HOW LONG WOULD IT TAKE SOMEONE TO ARRIVE ON-SITE IN THE EVENT OF AN IT EMERGENCY?
2-3 hours
DURING AFTER HOURS, HOW LONG WOULD IT TAKE SOMEONE TO ARRIVE ON-SITE IN THE EVENT OF AN IT EMERGENCY?
2-3 hours
ON-SITE STAFFING AVAILABILITY? (NOTE: YOUR PROPOSAL MAY BE DISQUALIFIED IF YOU ARE UNABLE TO PROVIDE ONSITE STAFFING
FOR THE CITY)
Is your firm able to provide a minimum of 2 on-site desktop technicians, with one of the two technicians being proficient in
Networking?
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Our business model is built around providing dedicated support by staffing our full-time employees onsite at cities and police
departments, ensuring immediate, responsive service tailored to the unique needs of these critical operations.
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
please see attached , this is sent to all staff upon onboarding . SLA is also attached in details .
PLEASE UPLOAD RESPONSE TIME AND SUPPORT SLAS.
LAN_WAN_SLA. pdf
WHAT IS THE AVAILABILITY OF KEY STAFF DURING NORMAL BUSINESS HOURS?
Maximum response length: 300 characters
we have 1 seniors and 2 tech's always available on standby ant any given time
ARE THERE ANY PENALTIES FOR YOUR COMPANY IF GUARANTEED RESPONSE TIMES AREN'T MET?*
Maximum response length: 300 characters
For every hour of service delay beyond the agreed SLA, our company will compensate the client at a predetermined hourly rate (to be
determined).
DESCRIBE YOUR WORK ORDER/TICKET SYSTEM.
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• Send to a dedicated Email address
• This will automatically pop-up in our system and generate a ticket number
• Operations manager will assign the ticket to the proper resource
• Client will get an automated
• If you need to Escalate a ticket, dedicated phone number provided
WHAT ARE THE STEPS USED TO ESCALATE CHRONIC OR CHALLENGING PROBLEMS?*
Maximum response length: 300 characters
Chronic or challenging issues are methodically escalated at LAN WAN Enterprise. Documentation is followed by tiered escalation,
expert consultation, continuous updates to the client, and a comprehensive review post -resolution to prevent recurrence.
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
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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
Major software upgrades are included in our managed service agreement, coordinated with city staff to schedule during off-peak
hours, typically Fridays or weekends, to minimize disruption. No additional fees apply for these upgrades.
PLEASE DESCRIBE YOUR EXPERIENCE ADMINISTERING MICROSOFT 365 FOR CLIENTS. PLEASE DESCRIBE ANY MICROSOFT 365
CERTIFICATIONS YOU HOLD. *
Maximum response length: 300 characters
Extensive experience in implementing and supporting several projects
Certificates:
Gold Certified Partner with Microsoft
Microsoft 365 Certified Modern Desktop Administrator
Microsoft Certified Azure Fundamentals
Microsoft Certified Professional
Microsoft 365 Certified Endpoint Administrator
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
Our team has deep experience with local government technologies, managing many of La Quinta's programs per their RFP. We're
skilled in using LaserFiche, Granicus, CentralSquare, ESRI, GoGov, Tyler, Autodesk, Adobe, and more. Currently, we're leading a
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migration project for a city, transitioning from CentralSquare to Tyler's ERP Systems MUNIS, demonstrating our expertise in executing
complex tech transitions effectively.
8. Strategic Adoption of New Technologies
PLEASE CONFIRM YOU CAN ASSIST THE CITY IN ADOPTING AND IMPLEMENTING NEW TECHNOLOGIES.*
Yes
WHAT IS YOUR PROCESS AND CRITERIA FOR EVALUATING NEW SOFTWARE AND HARDWARE?*
Maximum response length: 300 characters
Our process involves analyzing needs, researching options, assessing against criteria like functionality, UX, compatibility, security,
scalability, cost, and vendor support.We conduct pilot tests before finalizing our choice, ensuring the solution aligns with City's
strategic goals.
PLEASE PROVIDE SPECIFIC EXAMPLES OF HOW YOU HAVE WORKED WITH CUSTOMERS THAT BEGAN WITH SIGNIFICANT TECHNOLOGY
LIMITATIONS AND HELPED TO SUCCESSFULLY TRANSFORM THEM INTO ORGANIZATIONS WITH WELL PLANNED AND EXECUTED
TECHNOLOGY STRATEGIES? WHAT WERE THE CRITICAL SUCCESS FACTORS IN THIS TRANSFORMATION?*
Maximum response length: 500 characters
Most cities encounter technological constraints.Overcoming these challenges requires extensive communication with ALL
departments to grasp their unique needs and the advantages of new solutions.We conduct workshops to tailor our approach,
ensuring it meets the collective requirements.We noticed decisions made by IT Dept without stakeholder involvement often result in
initial Iimitations.Our strategy emphasizes on collaboration to craft solutions that address the root of technological challenges.
9. Prior Experience and Case Studies
HOW MANY TOTAL STATE AND LOCAL GOVERNMENTS USE YOUR COMPANY FOR MANAGED IT SERVICES?*
1-10
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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
60% Private sector
40$ public sector
PLEASE PROVIDE REFERENCES FOR THE CITY OF LA QUINTA*
Please download the below document, complete, and upload.
• MarketDlace.city Reference
LAN_WAN.city_Reference_Document_(1).xlsx
10. Pricing and Model
PLEASE PROVIDE A PRICING ESTIMATE TO THE CITY BASED ON THE INFORMATION PROVIDED IN THIS RFP.*
Please download the below document, complete, and upload. Please be sure to include a detailed fee schedule for the services
requested by this RFP and any complementary services offered along with corresponding prices. The initial contract is anticipated for
a period of 5 years commencing on or before July 1, 2024, with the potential for an option to renew it for two additional years. Please
include renewal costs as well.
• Basic Pricing TemDlate .xlsx
Basic_Pricing_Template_LWE.xlsx
PLEASE DESCRIBE THE KEY INFORMATION YOU WILL NEED FROM THE CITY OF LA QUINTA IN ORDER TO PROVIDE THEM WITH A MORE
ACCURATE PRICING ESTIMATE.*
Maximum response length: 300 characters
With extensive experience and knowledge of similar city networks, we don't need extra details to accurately price for La Quinta. Our
familiarity with network complexities allows us to tailor our quote directly, leveraging our insights into hardware, software, sites, and
users.
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PLEASE UPLOAD ANY STANDARD PRICING DOCUMENTS YOU WISH TO SHARE.
Basic_Pricing_Template_LWE.xlsx
11. Implementation
PLEASE DESCRIBE YOUR IMPLEMENTATION METHODOLOGY, INCLUDING AVERAGE IMPLEMENTATION TIME.*
Maximum response length: 500 characters
Our implementation approach adheres to managed service provider industry standards, emphasizing seamless integration and
minimal disruption. The process includes assessment, planning, setup, migration, and support. We aim for a 4-6 week completion
timeframe, subject to project complexity and City needs. This period allows for meticulous planning and execution, ensuring a smooth
transition and effective integration of services, with continuous support for any post -implementation needs.
IF WE ELECT TO MOVE FORWARD WITH YOUR COMPANY, WHAT CITY OF LA QUINTA RESOURCES WOULD YOU REQUIRE (E.G.,
INFORMATION, DATA, STAFF RESOURCES, COMMUNICATION) DURING MIGRATION AND ON AN ONGOING BASIS?*
Maximum response length: 300 characters
If selected, we'll need information, data, staff collaboration, and communication from La Quinta. A 7-14 day overlap with the current
MSP is vital. Past incidents of access issues were resolved by hacking ethically (permissions granted) to acquire passwords and
accounts.
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.
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3. Acknowledgement of Addenda (Attachment 4)
If any addendum/addenda are issued, the proposer shall initial the Acknowledgement of Addenda, included as Attachment 4.
ATTACHMENTS
1. Agreement for Contract Services
2. Insurance Requirements Acknowledgement
Must be executed by proposer and submitted with the proposal
3. Non -Collusion Affidavit
Must be executed by proposer and submitted with the proposal
4. Addenda Acknowledgement
Must be executed by proposer and submitted with the proposal
0 SuDDlemental Attachments .docx
Supplemental_Attachments_.pdf
PLEASE INDICATE ANY BUSINESS DESIGNATIONS YOU HAVE:
Select all that apply.
Woman -Owned Business
Small Business Classification
Local to California
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.
LAN_WAN_Profile_2024.pdf
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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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LAN WAN
Enterprise
IT Solutions
Feb 28th 2024
City of La Quinta
•
40
Re: RFP -Managed IT Services 2 -page Solution Narrative
Introduction
LAN WAN ENTERPRISE, INC. is committed to delivering premier Managed IT Services, aiding organizations in
mastering the intricacies of technology infrastructure management. Our emphasis on reliability, security, and
innovation ensures that our solutions are tailored to address the specific requirements of our clients.
Since 2006, we have been providing support to cities and police departments, amassing extensive expertise not
only in their technological needs but also in understanding the financial cycles and constraints that cities
experience.
Proposed Solution
Our proposed Managed IT Services solution for the City of La Quinta offers comprehensive support for its
technology infrastructure, encompassing proactive monitoring, robust cybersecurity defenses, and strategic IT
consulting. This solution is designed to boost operational efficiency and safeguard data integrity, aiming to
revolutionize La Quinta's IT framework significantly.
Since 2006, we have adopted an onsite staff model, deploying several of our personnel directly to city hall sites
and police departments. This approach ensures immediate, on -the -ground support and leverages the expertise of
our seasoned engineers and certified ethical hackers. Their presence not only provides a valuable second opinion
on various matters but also enhances accountability and oversight within the IT infrastructure.
(a) Number of Years in Business
Since its establishment in 2002, LAN WAN ENTERPRISE, INC. has remained a reliable provider of IT solutions,
boasting a distinguished history of service excellence that spans more than two decades. Initially focusing on the
SMB market, the company expanded its services to local municipalities and public safety agencies a few years
later. Founded with the mission to empower businesses and local governments through technology, our history is
marked by a consistent trajectory of innovation and growth.
LAN WAN
Enterprise
IT Solutions
(b) Taxpayer Identification Number
FEIN: 55-0790599
(c) Number of Years Performing Managed IT Services
r�
Our expertise in Managed IT Services is built on years of dedicated service and continuous learning. LAN WAN
ENTERPRISE, INC. has been providing Managed IT Services for over two decades, 22 years in specific , evolving
with technological advancements to offer cutting-edge solutions.
(d) Resumes of the Project Manager and Key Personnel
The success of our projects is led by our highly competent team, including a Project Manager and key personnel
whose expertise underpins our service delivery.
ProjectlAccount Manager :Dave Miller
Key Personnel: Specific individuals to be assigned as key personnel will be determined following contract approval.
The City will be provided the opportunity to interview the designated technician before any onsite work
commences.
Our Team: https://Ianwane.com/about-us/
(e) Firm Ownership and Incorporation
LAN WAN ENTERPRISE, INC. is an S -Corporation, incorporated in the State of California. With an unwavering
commitment to integrity and excellence, our firm has been at the forefront of delivering innovative IT solutions
since its incorporation in 2002. Furthermore, LAN WAN Enterprise takes pride in being a woman -owned business
and a Small Business Enterprise. We also hold a CMAS (California Multiple Award Schedule) certification, a C7 low
voltage contractor license, and are in the process of obtaining our C10 contractor license. These credentials
underscore our dedication to maintaining high standards and aligning with the best practices within our industry.
LAN WAN
Enterprise
IT Solutions
(f) Parent Company Information
LAN WAN ENTERPRISE, INC. operates independently and is not a subsidiary of any parent company. Our
autonomous structure allows for agile decision-making and a personalized approach to client service.
Conclusion
In conclusion, LAN WAN ENTERPRISE, INC.'s proposed Managed IT Services solution is carefully crafted to align
with the City of La Quinta's specific requirements. By leveraging our profound experience and a team well -versed in
the needs and requirements of local government agencies, we are well-positioned to provide a service that
significantly enhances operational efficiency, fortifies cybersecurity, and fosters technological advancement
within the City of La Quinta.
Rami Dababneh
Executive Vice President
LAN WAN
Enterprise
1 IT Solutions
GETTING THE MOST OUT
OF YOUR
TECHNOLOGY
Your Essential Guide to Getting
Amazing Service &Support for your IT
''/frastructure
LAN WAN
Enterprise
IT Solution;
844-526-926:
Focus on what you do best and we'll do the res
CONTENTS
A QUICK NOTE FROM LAN WAN ENTERPRISE .................................... 2
HOW CAN I GET FAST SUPPORT?......................................................... 3
HOW FAST WILL YOU RESPOND?........................................................ 3
HOW DO I ESCALATE SOMETHING?.................................................... 5
HOW DO I ORDER HARDWARE OR SOFTWARE? ................................. 6
SOME MORE IMPORTANT BITS.............................................................7
A QUICK NOTE FROM LAN WAN ENTERPRISE
Well, hello there and welcome to Lan Wan Enterprise!
We are thrilled to have you join our family of clients. As a leading Managed IT
Services provider, our goal is to ensure that your IT infrastructure is not just
supported, but also enhancing your business operations. Our team is committed to
delivering tailored solutions that align with your unique business needs and
objectives.
A Brief Introduction to Our Company: At Lan Wan Enterprise we bring over
20 years of expertise in managing IT services for a diverse range of clients. Our
services encompass network management, cybersecurity, cloud services, data
backup, and recovery and much more. Our skilled team of IT professionals are
dedicated to ensuring the reliability, security, and efficiency of your technology
infrastructure.
What You Can Expect During Onboarding:
1. Initial Assessment: We will begin with a comprehensive evaluation of your
current IT systems to understand your specific requirements.
2. Tailored IT Strategy: Based on the assessment, we will develop a
customized IT strategy that aligns with your business goals.
3. Setup and Configuration: Our team will efficiently set up and configure
the necessary systems and services.
4. Training and Support: We will provide training sessions for your team to
ensure smooth adoption of the new systems. Additionally, our support team
will be readily available to assist with any questions or issues.
5. Regular Updates and Meetings: Throughout the onboarding process, we
will keep you informed with regular updates. We will also schedule meetings
to discuss progress and gather your feedback.
Your Key Contacts:
• Account Manager: Ronald Dennis, ronaldd(&lanwane.com , 949-955-2451
EX log
• Technical Support: SeruiceDesk(&Lanwane.com
We are committed to not just meeting but exceeding your expectations. If there's
anything you need, or if you have any questions, please do not hesitate to reach out to
your account manager.
Thank you for choosing Lan Wan Enterprise. We are excited to work with you and
are committed to being a valuable partner in your business's growth and success.
Warm regards,
Your Partners at Lan Wan Enterprise
HOW CAN I GET FAST SUPPORT?
The first question you might have, when working with us is... How do I Get Fast
Support, so here's our recommended ways:
TO OPEN A TICKET - SEND US AN EMAIL
Simply shoot us an email to SeruiceDesk(&Lanwane.com
This will automatically pop-up in our system and generate a ticket
number. We will work on to it as soon as possible and you will get an
automated reply confirming we've got it!
ESCALATING A TICKET
If you need to Escalate a ticket, lease call us during business hours on
Y p g
(949)955 2451 and have your ticket number ready.
HOW FAST WILL YOU RESPOND?
We know that one of the easiest ways to make you happy is to provide FAST and
RELIABLE support when you need it most.
So, to keep things fair, we categorize all issues into Priorities and work them in
order. This means that when you have a Critical issue — we can work on it SUPER
quick (by taking a little longer to work on your lower priority tasks).
Here's the times we aim for in each Priority, along with some simple examples:
Your Main Server is offline, and all users are
unable to work.
One of your Network Switches has failed and
0 stopped half the users from working.
Critical
A VPN link between 2 x offices is offline causing
one office to be unable to work.
1-3 Hours 1 2 - 4 Hours
Your Internet Connection is offline, users can still
work locally OK
Your CEO's computer has stopped working and
High they have an urgent task 2 - 4 Hours 2 - 4 Hours
Your main Accounting Software has stopped
working and is unavailable
A user's desktop is making a strange noise
One of the main printers is not working, but users
jl can print to another one
8 - 48 Hours 12 - 48 Hours
Medium
A user is having problems connecting to the
Wireless network
Printing is slower than normal
A single user is unable to scan documents
24 - 72 Hours 24 - 72 Hours
Low
A user needs a program installed on their
computer or Laptop
No Priority
Pro -Active Maintenance of systems, including
Software Updates
New User Setup and Configuration I N/A I N/A
New Computer or Laptop Installation and
Configuration
HOW DO I ESCALATE SOMETHING?
Whilst we strive to exceed your expectations all the
time, we're not arrogant enough to think that it's
possible to be l00% perfect l00% of the time.
We are humans after all.
So, if you ever have a situation where you feel we're
not handling your request as well as we could be,
you can Escalate that issue...
d
-�
Right up to the "big boss" if you'd like!
Here's the order of escalation contacts and their direct contact details:
1.
SERVICE
Phone: (949)955 2451
CO-ORDINATOR
Email: sc lanwane.com
2.
SERVICE
Phone: (949)955 2451 Ext 102
MANAGER
Email: smolanwane.com
3.
SALES ACCOUNT
Phone: (949)955 2451 Ext 109
MANAGER
Email: am(a)lanwane.com
Phone: (949)955 2451 Ext 103
4.
MANAGEMENT
Email: mgmt0lanwane.com
As you'll come to notice (& love), our team is extremely professional, highly efficient,
and very capable, so hopefully you'll never need to use this process.
However, you now know that if the rare occasion pop -ups where do miss your
expectations, there's an easy way for you to let us know so we can fix it ASAP!
If we ever do make a mistake, you can count on us to l00% own up to it.
HOW DO I ORDER HARDWARE OR SOFTWARE?
Whenever you need any new equipment or software, we've got you covered.
We have a dedicated Procurement and Ordering system designed to take the hassle
and pain out of the process whenever you need to order anything.
SMALLER ORDERS
If it's for a small order such as a few new computers or laptops — simply shoot us an
email to Sales@LanWane.com and we'll send you back a Quote.
LARGER ORDERS
If your order is large or it's for a project (like a migration an office move), then it's
best to speak to your Sales Account Manager so they can make sure that align
everything up properly for you.
They'll work to get you an official Fixed Fee Proposal to cover everything you need!
APPROVING AND PAYING
Unless it's a complex project, we'll typically send you your quotes & proposals using
our web -based quote delivery system.
You'll simply need to click on the link in the email and you'll be able to view the
quote or proposal. you can simply click on the Approve button and pay immediately.
We have a system in the back end that alerts us as soon as a successful payment
comes through, and we jump on to getting the good ordered ready for you ASAP!
WHAT ABOUT OUT OF STOCK ITEMS?
If something is in stock, we'll normally be able to get it delivered to you within 3-5
business days after successful payment.
If it's out of stock, our Procurement Team will keep you up to date with estimates
on when it's due to arrive.
If our distributors tell us that it's going to be out of stock for a while, we'll work with
you to find some alternatives (especially if it's something you need quickly).
CREDIT ACCOUNTS
Currently, we don't offer Credit Terms or Credit Accounts because quite frankly,
we're not very good at being a bank. We're far better off at helping you with
Technology and we choose to focus on that instead.
If you are looking for credit, we're more than happy to work alongside your financial
supplier to help you obtain credit on a project.
If you don't have a financial broker, we put you in touch with one that several of our
clients use. Just give your Sales Account Manager.
SOME MORE IMPORTANT BITS
Here's a few more important bits of information to help you better understand and
navigate the crazy Technology world and some of the terminology we may use when
we're talking to you!
SECURITY VS USABILITY
In the Technology world, there's an ongoing battle between Security vs Usability.
Every day, there are millions of hackers around the world, trying to break into
networks like yours. There're literally high-rise buildings full of these hackers in
countries like Russia.
The problem with Technology though is that typically, the more Secure your
systems, the harder they become to use!
On a graph, it looks a little like this:
So, please know that we do our very best to make your business as secure as we can.
And, at the same time we also try to make things as easy to use as possible, while
keeping security as high as we can.
You might notice this in things like that every single user uses 2 -Factor
Authentication.
We know it can be painful to use because we protect l00% of our systems with it.
However, it can help block LOTS of the most common hacking attempts that are
happening on your network to help keep your data safe.
We error on the side of high security, but we also aim for easy usability.
IN SCOPE VS OUT -OF -SCOPE
If you've ever been to an All -You -Can -Eat Buffet, you'll know that you're able to eat
as much of anything that's out on the buffet's as possible.
However, if you'd like something that's NOT on the menu
— then you must pay for it separately. 4, *MA L%
Our Fixed Fee IT Agreements and Fixed Fee Projects
work in the exact same way.
That means, that you can have as MUCH as you like of
anything that we cover in your MSA Agreement.
And, when you need something that's not on the list, we will simply quote you a
separate Fixed Fee Quote so you can work out whether you want to go ahead with
it or not.
We call this whole conversation IN -SCOPE and OUT -OF -SCOPE.
4 OWL(&
ATTACHMENT 1
Insert the City's Agreement for Contract Services
or any other agreement that is to be used
In our proposal, we hereby affirm our commitment, if selected, to meet the minimum insurance coverage and
indemnification requirements as outlined in Exhibits E and F, respectively, of the City's Agreement for Contract
Services. We understand the importance of these provisions in ensuring a secure and mutually beneficial
partnership and pledge to fully comply with these stipulations.
4 OWL(&
ATTACHMENT 2
INSURANCE REQUIREMENTS ACKNOWLEDGEMENT
Must be executed by proposer and submitted with the proposal
I, Rami Dababneh (name) hereby acknowledge and confirm that LAN WAN Enterprise has reviewed
the City's indemnification and minimum insurance requirements as listed in Exhibits E and
F of the City's Agreement for Contract Services (Attachment 1); and declare that insurance
certificates and endorsements verifying compliance will be provided if an agreement is awarded.
I am Rami Dababneh Executive VP of LAN WAN Enterprise
(Title) (Company)
Yes
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:
Yes
General Liability Additional Insured
Yes
General Liability Primary and Noncontributory
Yes
Commercial Auto Liability (at least as broad as ISO CA 0001)
$1,000,000 (per accident)
Yes
Personal Auto Declaration Page if applicable
Yes
Errors and Omissions Liability $1,000,000 (per claim and aggregate)
Yes
Worker's Compensation (per statutory requirements)
Must include the following endorsements:
Yes
Worker's Compensation Waiver of Subrogation
Worker's Compensation Declaration of Sole Proprietor if applicable
Cyber Liability
$1,000,000 (per occurrence)
$2,000,000(general aggregate)
4 OWL(&
ATTACHMENT 3
NON -COLLUSION AFFIDAVIT FORM
Must be executed by proposer and submitted with the proposal
I, RAMI DABABNEH hereby declare as follows:
I am RAMI DABABNEH Executive VP of LAN WAN Enterprise
(Title) (Company)
the party making the foregoing proposal, that the proposal is not made in the interest of, or on behalf
of, any undisclosed person, partnership, company, association, organization, or corporation; that the
proposal is genuine and not collusive or sham; that the proposer has not directly or indirectly induced
or solicited any other proposer to put in a false or sham proposal, and has not directly or indirectly
colluded, conspired, connived, or agreed with any proposer or anyone else to put in a sham proposal,
or that anyone shall refrain from proposing; that the proposer has not in any manner, directly or
indirectly, sought by agreement, communication, or conference with anyone to fix the proposal price of
the proposer or any other proposer, or to fix any overhead, profit, or cost element of the proposal price,
or of that of any other proposer, or to secure any advantage against the public body awarding the
agreement of anyone interested in the proposed agreement; that all statements contained in the
proposal are true; and, further, that the proposer has not, directly or indirectly, submitted his or her
proposal price or any breakdown thereof, or the contents thereof, or divulged information or data relative
hereto, or paid, and will not pay, any fee to any corporation, partnership, company, association,
organization, proposal depository, or to any member or agent thereof to effectuate a collusive or sham
proposal.
I declare under penalty of perjury under the laws of the State of California that the foregoing is true and
correct. /IIS //
Proposer Signature:
Proposer Name: RAMI DABABNEH
Proposer Title: Executive Vice President
Company Name: LAN WAN Enterprise
Address: 17500 Red Hill Ave., Ste. 120, Irvine, CA 92614
4 OWL(&
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.
Addendum #1
SIGNATURE INDICATING RECEIPT
We offer result -oriented IT products and solutions
that adapt to the current challenges for public and
private sectors while also positioning them for future
dominance.
LAN IRAN
Enterprise
IT Solutions
0 www.lonwane.com 0 (844) LAN -WANE 0 17500 Red Hill Ave Suite 120, Irvine, CA
02 1 Company Profile
Table o
04 Our Vision and 05 About LAN WAN
Mission I Enterprise IT Solutions
06 Unique Core 071 What We Do
Values
08 Our Services 11 1 Businesses Sectors
We Serve
12 Our Partners 13 Why Choose
Us
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We are dedicated IT Solutions Provider focused
on delivering end-to-end technology solutions
built for a digital -first world
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Our Vision
To align our clients with the latest development in the
IT sector, thereby revolutionizing their business activities
through digital transformation and innovation.
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Our Mission
To provide our clients with fast, friendly and fully -managed IT
solutions backed by our special blend of expertise, high-level
network and security engineers, Certified Ethical hackers with
24\7 operations.
About
ENTER
LAN WAN ENTERPRISE olutions is tTi Te TYRt!-of�V
with digital transforma on
to deliver performance -d
expectations.
ons
of IT solutions and services. We leverage innovd±i q-
-orients o utions to clients thereby exceeding their
Founded in 1998 and incorporated in 2002, we lead the way in IT consulting services by providing scalable, reliable, and
affordable IT solutions. We understand that businesses today require IT solutions tailored to their needs to optimize their
performance and be the IS version of themselves. There are crucial elements that make up the infrastructure of a well-
connected, secured, efficient business, we mastered them!
We provide corporate -level technology using the best support in the industry to small and medium-sized businesses, public
safety agencies, and local municipalities across Southern California. We have the experience and technical know-how
to handle any scale of projects from design to implementation and commissioning. As such, our holistic solutions are truly
secure. We are leaders in the IT industry and we are proactive about delivering great value to clients. We will deliver your IT
requirements while you focus on other areas of your business!
X1245
Projects Completed
250+
Happy Customers
Company Profile 105
Commitment
Lan Wan Enterprise is driven by a commitment to
deliver the best services and products that makes
a real positive difference in our client's business.
Flexibility
We respect individual client requirements. We are
flexible in our approach to meet our client's needs
Flexibility allows us to tailor our services according
to the needs of the specific client.
Innovation
Through innovation, we are able to deliver services
that meet the current requirements of our clients
and their future needs.
Integrity
We are trustworthy and we deliver our promises
to clients. You can trust us to partner with you to
boost your productivity and inspire better business
performance.
Creativity
We leverage our creative skills to deliver awesome
services to clients. Creativity stands us out among
other companies and ensures that our services are
superior to what other companies offer.
Quality
We deliver bespoke IT -related services and prod-
ucts to clients. Maintaining our quality standard
and consistent performance is important to us.
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11
What We DO
Lan Wan Enterprise Solution is a dedicated IT company focused on delivering bespoke digital technology services to clients to
enhance their business performance. We offer result -oriented IT products and services that adapt to the current challenges of clients
across diverse business sectors while also positioning them for future dominance. Our solutions will amplify your output and minimize
downtime.
Owing to our industry -specific expertise, in-house team of qualified professionals, and availability of top-notch tools, we are
positioned to enable organizations to maximize IT products to drive business growth and realize their business goals. We utilize
superior technology to deliver unparalleled growth, better productivity, and measurable results through our comprehensive spectrum
of services.
By utilizing our state-of-the-art technical resources, we provide you with competitive advantages that underlie cutting-edge
businesses and organizations. We have worked with a wide range of clients and organizations across diverse fields such as Law
Enforcement, Medical billing, local government, Aerospace, Manufacturing, CPA Firms, Law Offices and more.
r
Our Services
24/7/365 Operations
We offer remote and onsite support by CLETS- Certified
Technicians and Engineers, a group of performance -driven
professionals who offer a hands-on approach to proffer
instant solutions to the specific needs of clients. As such, there
is minimal downtime and optimized performance across our
client's infrastructures and systems.
08 1 Company Profile
Virtual CIO
9
We work to turn your goals into a robust long-term strategic
technology plan that aligns with your company's needs and
vision. We are your credible partner in achieving your goals. We
advise clients' IT department for optimized IT processes and
tech -driven increases in business performance. We support
their drive to maximize IT for business development, enhanced
performance, and better profitability.
Managed IT Services
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Network and S"
Managed IT Services are where an organization outsources some or We are a network infrastructure and security service provider
all of their IT operations to a third -party service provider (Managed your burin can rely on. We are
Service Provider). Outsourced functions vary depending on the tecting ur network from fraud,
company's needs, and the idea of this pril s % to either sup ible s rity risks. Network and
a proficient IT team by carrying out some o their tasks or a so to usiness. e consider ourselves an extension of your team. Our
provide IT services to a company that has fewer or no in-house
capabilities to execute such tasks. Clients gain immediate benefits by
outsourcing their IT needs to us.
Backup and Recovery
Our data backup and recovery solutions give clients peace of mind
knowing that their data is safely locked up and protected against
any form of disaster. We see ourselves as the client's first line of
defence. Part of our business IT services is to ensure your company
is secured and will never experience a data loss. If a disaster occurs,
we have the most qualified team of backup and restore engineers
with one goal in mind- your business continuity and success.
IT support and services include a wide range of IT solutions to
meet your business structure and daily demands.
Virtualization
Save time and money with our virtual solutions and services. We
will optimize your IT infrastructure for improved performance.
We are a renowned virtual service provider. As your business
grows, so does the data on your servers. More data can quickly
translate to slow speed, investment in new servers due to
limited space, additional management, security concerns, and
overall less flexibility and productivity. Our goal is to enhance
the speed of your existing servers by providing IT solutions that
work to fit your needs.
Company Profile 109
Telecommunication
We are your one-stop shop for top-notch
communication solutions such as VolP,
internet, and cabling. We provide tech -driven
telecommunication solutions to clients. With us, it
is time to put down the conventional phone and
cut down your expenses on telecommunication!
Our solutions are efficient in handling all the
telecommunication requirements of clients.
Cloud Solutions
We offer scalable cloud solutions that meet
the growing demands of our clients with an
emphasis on security, efficiency, and increased
productivity. Using IT cloud solutions allows you
to take your business on the road by having
access to all your necessary tools. Cloud -based
solutions are also more cost-effective, and
scalable, and provide peace of mind. We offer
cloud -based solutions and applications that you
can easily access online, giving our clients and
their users access to essential applications from
anywhere at any time.
Cyber security
Our certified Ethical Hackers team provides
wide range of cybersecurity consulting and
fully managed cyber security services that can
protect your business from unrelenting attacks
around the clock
10 1 Company Profile
Low Voltage Cabling
We offer low -voltage cabling. We specialize
in structured cabling, AV systems, access
control doors, etc. Low voltage is the network
foundation on which most digital technology
and communication equipment functions.
We have the experience and knowledge in
designing and installing cabling infrastructure
for our clients.
Wireless Solution
We offer wireless solutions through PTP
Wireless Ethernet, PTMP Wireless Ethernet,
and Wi-Fi Solutions. We are your gateway
to enjoying a smooth internet connection for
your business needs.
Application Solution
We design and build critical applications for
our clients. Our applications are built to take
our client's businesses to a whole new level
and enhance their efforts to reach and serve
the needs of their business customers.
Market Sector
Our market sector includes the Private Sector,
Public Sector, and Local Municipalities.
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Business Sectors
We Serve
O Local Municipalities
We combines government expertise and trusted
GOV technology on the enterprise platform designed to deliver
next -gen experiences for your constituents to Meet
citizen needs using the power of digital
O Public safety Agencies
Protect citizens and first responders with safety and
connectivity solutions designed to improve situational
ACM303 awareness and meet the current and emerging needs of
public safety.
O Private Sector
We provide technology solutions for businesses in all
industries, we become an extension of your IT Department
0
o and handle your day-to-day operations and challenges,
our team is made up of certified IT experts, Security
experts and Certified Ethical Hackers.
Company Profile 111
Our Partners
F. oI(I
Microsoft
Partner Cisco
MoroRoe..a
is, Microsoft SOLUTIONS
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Enterprise
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12 1 Company Profile
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Why Choose Us
Expertise and Experience
We have the expertise and experience
to handle all IT -related requirements of
clients. We deliver maximum efficiency
to clients through our team of seasoned
and certified experts.
24/7 Support
Our team of certified experts is available
to provide a hands-on approach to
support clients as they integrate our
services into their business operations.
Cost -Effective Solutions
Our solutions are budget -friendly, cost-
effective, and value -driven, geared
toward leading them to maximize their
investment in digital technology.
Superior Service Delivery
We focus on generating transformational
results for clients, equipping their
businesses with the innovative tools they
need to become their best and operate at
their peak.
Partnership
We partner with top-rated and globally
recognized brands in the IT sector
to support us with technology, tools,
resources, and training as we work to
become our client's go -to destination for
all their IT requirements.
Client Oriented
We are a client -oriented business. We
listen to our clients to understand their
requirements and what they seek to
achieve.
Company Profile 113
■ LAN WASE
■ Enterprise 844=5a3
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Focus on what you do best and we'll do the rest.
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Contact Us
17500 Red Hill Ave Suite 120, Irvine, CA
Ask@lanwane.com I www.lanwane.com
�` 844 526 9263