Loading...
Visual Edge ITMarlcftplam-dty Company: Visual Edge IT Email: csanchez@visualedgeit.com Contact: Christopher Sanchez Address: 3874 Highland Park Nw North Canton, OH 44720 Phone: N/A Website: visualedReit.com Submission Date: Mar 4, 2024 2:11 PM Marketplace.city Marketplace.city General Andrew Watkins, President and COO 500 West Madison, Chicago, IL 60661 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services -EXT RESPONSE DEADLINE: March 4, 2024 at 7:00 pm Report Generated: Tuesday, March 5, 2024 Visual Edge IT Response CONTACT INFORMATION RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services -EXT ADDENDA CONFIRMATION No addenda issued 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_LQ_Executive_Summary_2.29.2024_AM.docx 2. Cybersecurity PLEASE CONFIRM YOU ARE ABLE TO PROVIDE CYBERSECURITY/NETWORK SECURITY SERVICES, INCLUDING ANTI-VIRUS, SECURITY UPDATES AND PATCH MANAGEMENT.* Yes PLEASE DESCRIBE YOUR INCIDENT RESPONSE FOR A SECURITY EVENT.* RESPONSE DOCUMENT REPORT Standard - Managed IT Services -EXT Page 2 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services -EXT Maximum response length: 300 characters Our incident response: 24/7 SOC monitoring, 30 -min response, rapid mitigation, and comprehensive recovery including ransomware rollback. Managed IT Services RFP Flipdeck 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 clients have not suffered ransomware attacks in the last year, showcasing the efficacy of our preventative measures. Nonetheless, we maintain a strong response plan to address and mitigate such incidents. 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 Cybersecurity certifications: CISSP (S on staff), SOC 2 Type II compliant, ISO 27001 certified. 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 We utilize SIEM for real-time perimeter monitoring, providing instant security insights and log data, with secure, accessible historical log storage. DO YOU MAINTAIN 24/7/365 HEALTH MONITORING AND AVAILABILITY OF THE DELIVERY PLATFORM?* RESPONSE DOCUMENT REPORT Standard - Managed IT Services -EXT Page 3 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services -EXT Maximum response length: 300 characters Yes, we maintain 24/7/365 health monitoring and ensure the high availability of the delivery platform with proactive support and redundancy. DO YOU PROVIDE ANNUAL SECURITY ARCHITECTURE REVIEW AND VULNERABILITY ASSESSMENTS?* Maximum response length: 300 characters Yes, annual security reviews, quarterly gap assessments with a VCIO, and regular vulnerability assessments are part of our cybersecurity protocol. 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 To repair internet outages, we follow these steps: Detect via NOC, issue alerts, review ticketing system, escalate if chronic, provide 24/7 remote support, and offer on-site support if required. Restoration time and frequency of outages vary based on the case. ARE YOU ABLE TO OFFER 24/7/365 SYSTEM MONITORING AND EMAIL MONITORING?* Yes RESPONSE DOCUMENT REPORT Standard - Managed IT Services -EXT Page 4 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services -EXT 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 provide support for VoIP and Analog telephony, including management and support for on -prem solutions like Mitel/Shoretel. We are a Mitel Certified Organization and have sold and Supported VOIP and UC for over 8 Years 4. Device/Hardware Management CAN YOU PROVIDE ALL MAINTENANCE, MONITORING, AND SUPPORT FOR HARDWARE (SERVER, DESKTOP, LAPTOP, MOBILE), AND INVENTORY CONTROL AND MANAGEMENT (HARDWARE AND SOFTWARE)?* Yes IF NO, PLEASE ELABORATE. Maximum response length: 300 characters N/A 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 RESPONSE DOCUMENT REPORT Standard - Managed IT Services -EXT Page 5 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services -EXT N/A WHAT IS YOUR PROCESS FOR KEEPING TRACK OF ALL LA QUINTA IT INVENTORY? Maximum response length: 300 characters Our IT inventory management for La Quinta includes system documentation, regular reporting on assets, and maintenance of current activities through work order systems accessible to authorized City staff. We ensure accurate tracking of all hardware and software assets. 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 Visual Edge IT provides 24/7 monitoring and alerting of managed devices. With experienced Tier II and III engineers, 200+ service desk technicians, and a strong emphasis on customer satisfaction, we offer reliable support to ensure IT infrastructure efficiency and business success. PLEASE DESCRIBE THE LOCATION OF YOUR OFFICE HEADQUARTERS. Maximum response length: 300 characters Visual Edge IT is headquartered in North Canton, Ohio. With over 90 locations across the US, we are a significant presence nationwide, offering robust IT and advanced security services to a multitude of industries. 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. RESPONSE DOCUMENT REPORT Standard - Managed IT Services -EXT Page 6 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services -EXT Maximum response length: 300 characters We operate eight local offices in Southern California to ensure prompt and comprehensive support. The closest office to La Quinta is our Palm Desert location, strategically positioned to serve your needs effectively. 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? 1-2 hours ON-SITE STAFFING AVAILABILITY? (NOTE: YOUR PROPOSAL MAY BE DISQUALIFIED IF YOU ARE UNABLE TO PROVIDE ONSITE STAFFING FOR THE CITY) Is your firm able to provide a minimum of 2 on-site desktop technicians, with one of the two technicians being proficient in Networking? Yes 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 DOCUMENT REPORT Standard - Managed IT Services -EXT Page 7 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services -EXT Visual Edge IT guarantees a 30 -minute response time for incident response team access. Unlimited remote support is available Monday -Friday, 8:00am-5:00pm. After-hours support or onsite support is available on an hourly fee basis, ensuring swift assistance whenever required. PLEASE UPLOAD RESPONSE TIME AND SUPPORT SLAS. SLA's.png WHAT IS THE AVAILABILITY OF KEY STAFF DURING NORMAL BUSINESS HOURS? Maximum response length: 300 characters Our key staff are available during normal business hours. ARE THERE ANY PENALTIES FOR YOUR COMPANY IF GUARANTEED RESPONSE TIMES AREN'T MET?* Maximum response length: 300 characters Penalties for not meeting guaranteed response times are detailed within our SLAS. DESCRIBE YOUR WORK ORDER/TICKET SYSTEM. Maximum response length: 300 characters Our system is designed to promptly address and escalate issues, ensuring they are resolved efficiently. WHAT ARE THE STEPS USED TO ESCALATE CHRONIC OR CHALLENGING PROBLEMS?* Maximum response length: 300 characters For chronic or challenging problems: A. Document issue and prior troubleshooting. B. Immediate escalation to senior IT staff. C. Weekly review calls with stakeholders. RESPONSE DOCUMENT REPORT Standard - Managed IT Services -EXT Page 8 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services -EXT D. Cross -access to ticket systems for transparency. E. Define roles for collaborative resolution. F. Follow ITIL-based escalation procedures 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 Upgrades are implemented post -testing and planning. Fees depend on the service agreement specifics. For detailed procedures: A. Assess upgrade needs and plan rollout. RESPONSE DOCUMENT REPORT Standard - Managed IT Services -EXT Page 9 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services -EXT B. Test in a non -production environment. C. Schedule and communicate the upgrade. D. Implement during low -impact periods. PLEASE DESCRIBE YOUR EXPERIENCE ADMINISTERING MICROSOFT 365 FOR CLIENTS. PLEASE DESCRIBE ANY MICROSOFT 365 CERTIFICATIONS YOU HOLD. * Maximum response length: 300 characters We are Gold Certified Partner and Our experience administering Microsoft 365 includes security assessments, compliance reviews, and full support for all Microsoft 365 software and systems. 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 Visual Edge IT excels in key areas aligning with La Quinta's tech stack: • Managed IT Services • Advanced Cyber Security • Business Equipment Management • Cloud Computing Services • Certified Engineers • ITIL Framework Adherence • Communication and Collaboration Emphasis • Client -Centric Relationships RESPONSE DOCUMENT REPORT Standard - Managed IT Services -EXT Page 10 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services -EXT Visual Edge IT's comprehensive services and expertise make us an ideal IT partner for La Quinta's technology needs. 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 With a dedicated team focused on technology evaluation, we ensure that new software and hardware meet stringent criteria for adding value to our clients' operations. PLEASE PROVIDE SPECIFIC EXAMPLES OF HOW YOU HAVE WORKED WITH CUSTOMERS THAT BEGAN WITH SIGNIFICANT TECHNOLOGY LIMITATIONS AND HELPED TO SUCCESSFULLY TRANSFORM THEM INTO ORGANIZATIONS WITH WELL PLANNED AND EXECUTED TECHNOLOGY STRATEGIES? WHAT WERE THE CRITICAL SUCCESS FACTORS IN THIS TRANSFORMATION?* Maximum response length: 500 characters We provide case studies demonstrating our expertise in aiding organizations to evolve from limited technology capabilities to strategic and well -executed technology infrastructures. 9. Prior Experience and Case Studies HOW MANY TOTAL STATE AND LOCAL GOVERNMENTS USE YOUR COMPANY FOR MANAGED IT SERVICES?* 26-100 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 RESPONSE DOCUMENT REPORT Standard - Managed IT Services -EXT Page 11 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services -EXT Diverse client base: 45,000+ public/private sectors. PLEASE PROVIDE REFERENCES FOR THE CITY OF LA QUINTA* Please download the below document, complete, and upload. • Marketplace.city Reference .. Marketplace.city_Reference_Document_(1)_(2).xlsx 10. Pricing and Model PLEASE PROVIDE A PRICING ESTIMATE TO THE CITY BASED ON THE INFORMATION PROVIDED IN THIS RFP.* Please download the below document, complete, and upload. Please be sure to include a detailed fee schedule for the services requested by this RFP and any complementary services offered along with corresponding prices. The initial contract is anticipated for a period of 5 years commencing on or before July 1, 2024, with the potential for an option to renew it for two additional years. Please include renewal costs as well. • Basic Pricing Template .xlsx Basic_Pricing_Template(3)_2.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 We will need detailed information regarding current infrastructure, service expectations, and specific needs to provide an accurate pricing estimate. PLEASE UPLOAD ANY STANDARD PRICING DOCUMENTS YOU WISH TO SHARE. Visual_Edge_IT.028622.v1.9.pdf RESPONSE DOCUMENT REPORT Standard - Managed IT Services -EXT Page 12 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services -EXT 11. Implementation PLEASE DESCRIBE YOUR IMPLEMENTATION METHODOLOGY, INCLUDING AVERAGE IMPLEMENTATION TIME.* Maximum response length: 500 characters Our implementation methodology is structured and efficient, with an average timeline discussed upon understanding the City's specific needs. IF WE ELECTTO 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 We will require access to information, data, staff resources, and communication channels to ensure a seamless transition and ongoing collaboration. 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 RESPONSE DOCUMENT REPORT Standard - Managed IT Services -EXT Page 13 RESPONSE DOCUMENT REPORT FORM No. TBD Managed IT Services -EXT 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 Supplemental_Attachments.pdf PLEASE INDICATE ANY BUSINESS DESIGNATIONS YOU HAVE: Select all that apply. Local to California Local to La Quinta ANYTHING ELSE YOU WANT TO TELL US?* Is there anything else important we should know about your solution, company or proposal? Please upload any supporting documents. About_VEIT.pdf BY SUBMITTING, I UNDERSTAND THAT THE CITY OF LA QUINTA AND MARKETPLACE. CITY WILL RECEIVE THIS INFORMATION. I HAVE READ AND UNDERSTAND THE TERMS OF THIS OPPORTUNITY.* Confirmed RESPONSE DOCUMENT REPORT Standard - Managed IT Services -EXT Page 14 VISUAL EDGE IT SECURE TECHNOLOGY SOLUTIONS 36943 Cook St., Suite H-103 Palm Desert, CA 92211 CALIFORNIA HQ 650 E Hospitality Ln, Suite 500 San Bernardino. CA 92408 Re: Managed IT Services 2024 RFP CM2024-001 February 29, 2024 City of La Quinta 78495 Calle Tampico La Quinta, CA 92253 Re: Managed IT Services 2024 RFP CM2024-001 Dear City of La Quinta Representatives, (a) Number of years in business – 30 + (b) Taxpayer identification number - 94-2991858 (c) Number of years performing Managed IT Services - 20 On behalf of Visual Edge IT, We extend our most profound appreciation for considering us to provide Managed IT Services, as outlined in RFP CM2024-001. We recognize the unique challenges and rewards of serving city government IT needs and are eager to continue our business relationship with the City of La Quinta. For over three decades, Visual Edge IT has been a steadfast partner to Desert Cities, consistently refining our processes to enhance support for our end-users. Our commitment to local and national services underscores our dedication to key areas including cybersecurity, network management, onsite support, and organizational governance, ensuring we handle all your network device requirements, so your city operations run flawlessly. Our proposed Managed IT Services plan is meticulously designed to ensure the continuous operation and availability of your business functions—vital for serving your citizens effectively. It encompasses: - Tailored IT infrastructure that caters to the unique demands of the City of La Quinta. - Proactive monitoring and maintenance to maximize productivity and efficiency. - A robust security strategy with a defense -in-depth approach to protect against evolving threats. - Partnership with city IT staff to optimize business processes and reduce expenses. We plan to uphold our commitment to the City of La Quinta through the following scope of services: - Round-the-clock monitoring and rapid response for cybersecurity, network, and server events. - Daily support for infrastructure, hardware, and help desk services with stringent service level agreements (SLAs). Desert Cities (760) 345-6889 www.visualedgeit.com VISUAL EDGE IT SECURE TECHNOLOGY SOLUTIONS 36943 Cook St., Suite H-103 Palm Desert, CA 92211 CALIFORNIA HQ 650 E Hospitality Ln, Suite 500 San Bernardino. CA 92408 - Comprehensive management of procurement and inventory. - Local onsite staffing for swift incident resolution. - Management of existing applications such as Microsoft 365, Tyler, Laserfiche, etc. - Forward-looking guidance on the integration of emerging technological advancements. We outline a service model that promises an initial five-year contract with a two-year renewal option, priced as an all-inclusive bundle, and the flexibility of adding strategic services. For implementation, we propose a smooth transition with a commencement date of May 13, 2024, detailing the methodology and resource requirements for a seamless changeover. We will evaluate the RFP based on our service capabilities, pricing model, client testimonials, and our ability to provide local onsite staff. To remain transparent, our pricing strategy will clearly state the base monthly fee by service tier and will include a detailed breakdown of included versus add-on services. This will allow for predictability in budgeting and will reflect our value -driven approach. In conclusion, Visual Edge IT's 20+ years of experience supporting California's local governments, our extensive security credentials, and our proven project management structure make us a quintessential fit for the City of La Quinta's IT needs. We look forward to the opportunity to maintain and elevate our partnership by successfully fulfilling your Managed IT Services requirements. Sincerely, Amanda Maze Business Technology Advisor Visual Edge IT Eric Stavola M.ED, MS,CIS, MCSE, NCSA, N+, CDIA+ VP of Managed Services Desert Cities (760) 345-6889 www.visualedgeit.com Setting the Proper Expectations for SLA Response Times Based on Support Ticket Priority These are estimated averages and there are some issues that tall outside of aur ability to control (i.e., ISP outage, unable to connect with 3rd party vendors, etc.) Critical Your re.v.orkls'down" or on ere is a crisis I mpact to youroperations.iter/ISP ge 045 minute S will commlt business operations. You and Sillyconsiderable uri pr Itf L=darer paventir¢all network access sources around the clock to resolve the situation. Phone Svs=em do , Bus rest fecal -I -i down High r of an existing network is severely secrets, a ppllcaton.,posts eedec befo e users car 2hours sign -s sort, cfyourbust rens a_csxici ae g vel% affectedEt scan asndocvr that only a small user group User s PC is rn(h rte sof: are v' s, c uses You zrd ZTS ,o If conal: corside site coon ces_ur ng r crrralai aware failure, virus, busl'iess hou's tc'escly-tl esit uation. soft arrlors Medium Oasis o -al sorra ., o sc art p' d'c__-arrested 4boom Iire.s a)ere In n onal.1 z d 7TE or- s-%IIE = o tc c no_ier d-, ice. �� com - g nal orcres, hours-or==m'eservi �rsic e - _= s down, but internal network to sc Etc Is.Ecisc :Er Is Is ca Low - nforna_or or ass sta,ce n-, ith a r a cp Ica ion, product opabilitiess, l aato llcetlon, usage questions (help Shour installation, or condguatlon of a peripheral device with occur, Excel, LOB), There is little or no effect on your business operations. Install new desktop printer These are estimated averages and there are some issues that tall outside of aur ability to control (i.e., ISP outage, unable to connect with 3rd party vendors, etc.) VISUALIT EDGE SECURE TECHNOLOGY SOLUTIONS Services Quote # 028622 Version 1 Prepared for City of La Quinta Visual Edge IT VISUAL EDGEIT SECURE TECHNOLOGY SOLUTIONS Visual Edge Foundation Management Services Visual Edge Foundation - Desktop Management I $75.00 I 167 I $12,525.00 Support Coverage Summary (Remote Only): • 24x7x365 Monitoring and alerting of covered devices by Network Operations Center (NOC) • Advanced Endpoint Protection, Detection, Response & Remediation Protection o Managed Detection & Response - monitored 24/7 by Security Operations Center (SOC) o Al and Heuristic Learning for advanced virus detection and identifying unusual network behavior • Preventative maintenance - Patching and Updates • Unlimited Remote Command Center Support, Mon - Fri, 8:00am to 5:00pm. • After hours or Onsite labor is billable • Note: Email, MS/0365, copiers, printers and telephony are not supported Visual Edge Foundation - Server ManagementI $55.00 I 22 I $1,210.00 Support Coverage Summary (Remote Only): • 24x7x365 Monitoring and alerting of covered devices by Network Operations Center (NOC) • Advanced Endpoint Protection, Detection, Response & Remediation Protection o Managed Detection & Response - monitored 24/7 by Security Operations Center (SOC) o Al and Heuristic Learning for advanced virus detection and identifying unusual network behavior • Preventative maintenance - Patching and Updates • Unlimited Remote Command Center Support, Mon - Fri, 8:00am to 5:00pm. • After hours or Onsite labor is billable • Note: Email, MS/0365, copiers, printers and telephony are not supported Visual Edge Foundation - Host Server Management I $250.00 I 6 I $1,500.00 Support Coverage Summary (Remote Only): • 24x7x365 Monitoring and alerting of covered devices by Network Operations Center (NOC) • Preventative maintenance - Patching and Updates • Unlimited Remote Command Center Support, Mon - Fri, 8:00am to 5:00pm. • After hours or Onsite labor is billable • Note: Email, MS/0365, copiers, printers and telephony are not supported VISUAL EDGE IT SECURE TECHNOLOGY SOLUTIONS Visual Edge Foundation Management Services Description Visual Edge Foundation - Network Monitoring and Management $158.67 1 $158.67 Support - Base Package Support Coverage Summary (Remote Only): Includes: • 24x7x365 Security & Performance Monitoring by Network Operations Center (NOC) • 3 Managed Network Devices per location* such as firewalls, routers, switches, and wireless controllers. • Monitoring includes tracking availability, performance metrics, and generating alerts when issues arise. o Uptime/Downtime Monitoring o LAN, WAN, VPN and Multi Site Monitoring o Port Level Network Device Monitoring • Basic troubleshooting of Managed Network**: o Identify, diagnose and resolve network and Managed Network Device issues • Device configuration management**: o To include backing up configurations and restoring them if necessary of the Managed Network Devices. • Reporting: Network performance and availability** o Bandwidth utilization o Device availability • Command Center Support available, Mon -Fri, 8:00am to 5:00pm. • Onsite Labor is billable. *Additional Network Devices and locations will be reconciled at time of Onboarding. **Support varies based on level of Service Plan. All labor is billable on Essentials (toolsets only) plan VISUAL EDGE IT SECURE TECHNOLOGY SOLUTIONS Visual Edge Foundation Management Services Description Visual Edge Foundation - Network Monitoring and Management $118.67 20 $2,373.40 Support - Additional Appliance Support Coverage Summary (Remote Only): Includes: • 24x7x365 Security & Performance Monitoring by Network Operations Center (NOC). • 1 Managed Network Device* such as a firewall, router, switch, or wireless controller. • Monitoring includes tracking availability, performance metrics, and generating alerts when issues arise. o Uptime/Downtime Monitoring o LAN, WAN, VPN and Multi Site Monitoring o Port Level Network Device Monitoring • Basic troubleshooting of Managed Network**: o Identify, diagnose and resolve network and Managed Network Device issues • Device configuration management**: o To include backing up configurations and restoring them if necessary of the Managed Network Devices. • Reporting: Network performance and availability** o Bandwidth utilization o Device availability • Command Center Support available, Mon -Fri, 8:00am to 5:00pm. • Onsite Labor is billable. *Additional Network Devices and locations will be reconciled at time of Onboarding. **Support varies based on level of Service Plan. All labor is billable on Essentials (toolsets only) plan. Monthly Subtotal: $17,767.07 VISUAL EDGE IT SECURE TECHNOLOGY SOLUTIONS MDM/M365 / Email / Cloud Service Management Mobile Device Management - Per Device/User Support Coverage Summary (Remote Only): • Remote management of mobile devices, including the following: o Automatic User Enrollment for new devices (existing devices will need to be added to MDM manually) o Automatic Provisioning and Deprovisioning for new devices o Lockdown in case the device is lost or stolen o Remote wipe o Remote restart o Automatic and Manual Application Deployment (applications must be available in the respective device's app store) o Application of Limited Security Policies o Application of Limited Content Filtering • Unlimited Remote Command Center Support, Mon - Fri, 8:00am to 5:00pm. • After hours or Onsite labor is billable BSN - Employee Security Training Service $20.001 81 1 $1,620.00 Monthly Subtotal: $1,620.001 Description -Recurring Breach Prevention Compliance and Cyber Security Training Service $867.00 1 $867.00 151-200 Users Includes: • Cyber Security Training • HIPAA Privacy & Security Training • Dark Web Monitoring • Simulated Phishing • Weekly Micro Training • Monthly Security Newsletter • Catch Phish Outlook Plug -In • Basic Annual HIPAA Risk Assessment with Work Plan • Privacy & Procedure Templates • Annual Commitment required Monthly Subtotal: $867.00 VISUAL EDGE IT SECURE TECHNOLOGY SOLUTIONS Visual Edge IT Onboarding Services Visual Edge IT Professional Services VISUAL EDGE IT SECURE TECHNOLOGY SOLUTIONS Managed IT Services and Projects Overview Terms of Agreement • This agreement is between City of La Quinta, herein referred to as Client, and Visual Edge IT, hereinafter referred to as Service Provider. • This agreement will be effective upon the date signed, unless otherwise stated. • This agreement shall remain in force for a period of 60 months. • Contract prices and fees may be subject to change after the initial and subsequent terms. • The Professional Services hours listed in the proposal are an approximation of the project requirements as described by the client. • The actual cost may change after commencement of the project if unforeseen circumstances are encountered. • The client will be informed of any changes in cost in advance. • Any additional services requested by the company that are not covered by the project parameters will incur additional fees. . By endorsing, you agree to the Terms and Conditions of the Master Services Agreement. https://visualedgeit.com/myMSA/ Payment Terms: Current Clients: • Current customers in good standing, or a new customer who demonstrates credit worthiness (via a credit report), do not require a deposit. • VEIT may require milestone (progress) billing for labor for projects projected to last longer than 30 days. • Hardware will be invoiced upon delivery to the customer. • New customers (or previous customers who have not had an invoice generated in more than 12 months), or customers with current or previous payment challenges, a deposit invoice will be generated for the full invoice amount. NET New Clients: • 100% of order invoice total payment must be received before any product is ordered or any work begins. • For projects projected to last longer than 30 days, milestone invoicing will be defined and completed. For Managed Services/Onboarding: . 100% of Onboarding fee will be invoiced and received before onboarding can begin. The first MRR invoice will be sent 30 days after onboarding begins. Deposit Exceptions: • Public, State, City, Federal, Nation, and Educational entities - must provide a Purchase Order. • Leases, Project and Implementation -As -A -Service, and Installation Payment Agreement orders — must have signed agreements. Taxes, Shipping, and Fees • This Quote is valid for a period of 30 days. • All taxes, shipping, and handling fees on quote are estimated. • Billing Invoice will have all actual taxes, shipping and fees. • We reserve the right to cancel orders arising from pricing changes, availability, or other updates or errors. • We specifically disclaim any and all warranties, expressed or implied, including but not limited to any licensed products. • We shall not be liable for any loss of profits, business, goodwill, data, interruption of business, nor for incidental or consequential merchantability or fitness of purpose, nor damages related to this agreement. VISUAL EDGE IT SECURE TECHNOLOGY SOLUTIONS RFP CM2024-001 - Managed IT Services Quote Information Quote #: 028622 Version: 1 Delivery Date: 03/01/2024 Expiration Date: 03/29/2024 Quote Summary Prepared for City of La Quinta 78495 Calle Tampico La Quinta, CA 92253 Doug Kinley (760) 777-7000 dkinley@la-quinta.org Prepared by: Visual Edge IT Chris Sanchez (866) 863-2266 csanchez@visualedgeit.com Visual Edge IT Onboarding Services I $15,000.00 Visual Edge IT Professional Services $210,000.00 Total:) $225,000.00 Monthly Expenses Summary Description Vlsual Edge Foundation Management Services $17,767.07 MDM/M365 / Email / Cloud Service Management $1,620.00 BSN - Employee Security Training Service $867.00 Monthly Total: I $20,254.07 All taxes, shipping, and handling fees on quote are estimated. Billing Invoice will have all actual taxes, shipping and fees. By endorsing, you agree to the Terms and Conditions of the Master Services Agreement. https://visualedgeit.com/myMSA/ Visual Edge IT Signature: /Z�"? - Name: Christopher Sanchez Date Customer Success Specialist 03/01/2024 City of La Quinta Signature: Name: Doug Kinley Date: VISUAL JEDGEIT SECURE TECHNOLOGY SOLUTIONS 36943 Cook St., Suite H-103 Palm Desert, CA 92211 CALIFORNIA HQ 650 E Hospitality Ln, Suite 500 San Bernardino. CA 92408 Re: Managed IT Services 2024 RFP CM2024-001 February 29, 2024 City of La Quinta 78495 Calle Tampico La Quinta, CA 92253 Dear City of La Quinta Representatives, I am writing to confirm and acknowledge the insurance requirements outlined in Exhibits E and F of the City's Agreement for Contract Services, as detailed in Attachment 1 of the RFP. Visual Edge IT understands and agrees that, if selected, we will provide the minimum insurance coverage and indemnification as specified in the aforementioned exhibits. We are committed to maintaining the required insurance throughout the duration of the contract. Please consider this letter as a formal commitment to adhere to the City's insurance standards, and we assure you that we will promptly provide all necessary documentation and certificates of insurance upon request. If you require any additional information or documentation regarding our insurance coverage, please do not hesitate to contact us. Thank you for considering our proposal. We look forward to the opportunity to contribute to the Managed IT Services RFP in partnership with the City. Sincerely, Christopher Sanchez Customer Success Manager Visual Edge IT Desert Cities (760) 345-6889 www.visualedgeit.com 4�a ATTACHMENT Z INSURANCE REQUIREMENTS ACKNOWLEDGEMENT Must be executed by proposer and submitted with the proposal I, CA916rOPWA (name) hereby acknowledge and confirm that SdAc_ C04le (name of company) has reviewed the City`s indemnification and minimum insurance requirements as listed in Exhibits E and F of the City's Agreement for Contract Services (Attachment 1); and declare that insurance certificates and endorsements verifying compliance will be provided if an agreement is awarded. I am 0VSWkEr S`uccEss N1►IAf4qr-a of VISdAt. E4rgE jr (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 k i 11! O x hi ' - ATTACHMENT 3 NON -COLLUSION AFFIDAVIT FORM Muss- be executed by proposer and submitted with the proposal (name) hereby declare as follows: am C a4-ly eoc SWcc4Esx Marra 4_� of V)46/44 P-4 9Z /7- (Title) r(Title) (Company) the party making the foregoing proposal, that the proposal is not made in the interest of, or on behalf of, any undisclosed person, partnership, company, association, organization, or corporation; that the proposal is genuine and not collusive or sham; that the proposer has not directly or indirectly induced or solicited any other proposer to put in a false or sham proposal, and has not directly or indirectly colluded, conspired, connived, or agreed with any proposer or anyone else to put in a sham proposal, or that anyone shall refrain from proposing; that the proposer has not in any manner, directly or indirectly, sought by agreement, communication, or conference with anyone to fix the proposal price of the proposer or any other proposer, or to fix any overhead, profit, or cost element of the proposal price, or of that of any other proposer, or to secure any advantage against the public body awarding the agreement of anyone interested in the proposed agreement; that all statements contained in the proposal are true; and, further, that the proposer has not, directly or indirectly, submitted his or her proposal price or any breakdown thereof, or the contents thereof, or divulged information or data relative hereto, or paid, and will not pay, any fee to any corporation, partnership, company, association, organization, proposal depository, or to any member or agent thereof to effectuate a collusive or sham proposal. I declare under penalty of perjury under the laws of the State of California that the foregoing is true and correct. Proposer Signature: Proposer Name: Proposer Title; Company Name: Address: CrJ.S 7004e4 SuGGE s S M.}s•l A G�� 650 E. _906-01TtL" 4AfJf 5_01r -e .500 Page 12 of 13 �-- ATTACHMENT 4 ACKNOWLEDGEMENT OF RECEIPT OF ADDENDA Must be executed by proposer and submitted with the proposal; If no addenda has been issued, mark "NIA" under Addendum No. indicating Not Applicable and sign ADDENDUM NO. 400cya vM SIGNATURE INDICATING RECEIPT Page 13 of 13 ABOUT VISUAL EDGE IT TM 1 1 kip 25020k YEARS U.S. SUBJECT MANAGED MANAGED EXPERIENCE LOCATIONS MATTER EXPERTS DEVICES BUSINESSES (IT Services) (Local Offices) (Engineers/SMEs/Partners) (Endpoints) (Clients) M icrosoi PartnE SERVICE & SECURITY DELIVERY VRS UA L. EDGE IT SECURE TECHNOLOGY SOLUTIONS SOLUTIONS Managed IT Services • PC, Server, and Network Support 24 x 7 Service Desk _ REACH ESENCE Advanced Security Services • End Point Detection & Protection • Email and Cloud Application Protection Compliance & User Awareness • Employee Security Awareness Training • Security Policy and Procedure Management Managed Backup Services • Secure Cloud Backup and Disaster Recovery Managed Print Services • Print Solutions Telecommunication Services • VolP Equipment & Service Solutions IT PEACE OF MIND 24x7 ONSITE • MONITORING SUPPORT STANDARDILATION A CLOUD COMPUTING VOW COLLABORATION PROACTIVE iAA1NTENANCE 0 O SECURITY SOLUTIONS V4 COPYIPRINT DEVICES THE BUSINESS ■ , 1 BACKUP AND RECOVERY f i REMOTE SERVICE DESK OrVQ VENDOR MANAGEMENT NETWORK DOCUM ENTAT ION TELEPHONY MOBILE DEVICE SUPPORT i COMPREHENSIVE MANAGED IT SERVICES • Total Management of your IT Proactive Management through the NOC, environment SOC, and Service Desk • Security for all devices Backup and disaster recovery • Mobile Device Support Supporting end users whenever, wherever VISUAL EDGE I T SECURE TECHNOLOGY SOLUTIONS