(PRINT Name of Company) Company Street Address: Company Postal Address: Company Tel/or Cell:

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Network Support & Backup Services for Government Schools Ministry of Education, Employment & Gender Affairs

Representing the Government of the Cayman Islands

RECEIPT OF TENDER DOCUMENTS FORM

Email Completed Form to ICT Manager at: steven.durksen@gov.ky TENDER NO: DTC-MOEE&GA-T1516-002

FOR: Network Support & Backup Services for Government Schools AT: Government Schools in the Cayman Islands

FOR AND ON BEHALF OF:

(PRINT Name of Company)

Company Street Address: ________________________________________________ Company Postal Address: ________________________________________________ Company Tel/or Cell: ______________________________________________________ Contact email address:

Date and Time Drawings

Downloaded ___________________________________________________

The Tenderer is advised of the following:

1. Deadline date, time and address for receipt of tender submissions is: Friday, August 21, 2015 12:00 noon, delivered by hand or courier to:

Departmental Tenders Committee

Ministry Of Education, Employment and Gender Affairs Government Administration Building, Box 108

133 Elgin Avenue, Georgetown, Grand Cayman, KY1-9000 Cayman Islands

2. format for tender submission is: One hard paper copy of completed and signed Tender Form;

3. a receipt must be signed and received at tender submission;

4. that late tenders will not be evaluated and will be returned to the tenderer after the tender opening meeting;

5. that the Cayman Islands Government:

a.

is under no obligation to accept the lowest bid;

b.

can cancel a tender process and/or reject all tenders at any time prior to the award of the tender.

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Ministry Of Education, Employment & Gender Affairs Government Administration Building, Box 108

INVITATION TO TENDER

DTC-MOEE&GA-T1516-002

Client Agency: Ministry of Education, Employment & Gender Affairs

You are invited by the Government of the Cayman Islands [Ministry] to submit a firm price tender for the above-mentioned support contract described in the accompanying documents.

Your Tender when completed is to be delivered, together with all other relevant documents to: To: Departmental Tenders Committee

Re: Network Support & Backup Services for Government Schools

The deadline for Tender submissions is

Friday, August 21, 2015, 12:00 noon.

The Form of Tender and any other supporting documents stated on the Form of Tender when completed and signed are to be received not later than the time given on the Form of Tender in an enclosed envelope which must not bear any indication of the bidder’s identity. Tenders must be submitted in a clearly marked envelope containing company information, evidence of Trade and Business license, confirmation of pension and health contributions, ICT support SLA proposal, and SLA price proposed for the tender.

The following documents are included with this invitation:

1. Acknowledgement of Receipt of Tender Documents Form 2. Notice to Tenderers

3. Instructions to Tenderers including the evaluation criteria that will be used to assess tenders and their order of importance

4. Form of Tender

5. Detailed Scope of Works - Network Support & Backup Services for Government Schools 6. ICT Acceptable Use Policies

7. Minister’s Statement Regarding ICT

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INVITATION TO TENDER (continued)

For queries regarding this invitation contact the undersigned at steven.durksen@gov.ky . Responses will be posted as addendums online at http://www.education.gov.ky/tenders .

The Ministry does not bind itself to accept the lowest nor any tender. Late bids will not be accepted, CIG will not defray any cost incurred by bidders. The Cayman Islands Government shall not be bound to assign any reason for not accepting any tender and may accept a Tender in whole or in part.

If you do not wish to tender, please return all documents without delay.

Steven Durksen ICT Manager

For A.C.O., Ministry Of Education, Employment & Gender Affairs Government Administration Building, Box 108

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NOTICE TO TENDERERS

Client Agency: Ministry of Education, Employment & Gender Affairs

The Bidder is requested to submit prices for network support and backup services for government schools. Brief Scope

Background Information

The Ministry of Education, Employment and Gender Affairs (MEEGA) is seeking proposals from Cayman IT services firms to provide network support and backup services for all government schools in the Cayman Islands. Due to the small staff complement in the Ministry ICT Department, much of the higher level network support is outsourced to local vendors. This support is currently outsourced to a local Cayman ICT firm based on a previous tender award. As per Regulation 36 of the Financial Regulations (2010 Revision), these ICT services are being re-tendered for an additional two year period.

Tender Overview

The goal of this tender process is to provide network support and backup services for government schools through the award of a Service Level Agreement and contract for a two year period. A confidentiality agreement will be signed between the successful vendor and the Ministry of Education, Employment & Gender Affairs.

The Government Education Network is a large enterprise level network both in terms of number of users (5700+) and the number of computers (2900+) and spans all three islands currently in 20 different physical sites:

• Edna M. Moyle Primary School (EMPS) • East End Primary School (EEPS) • Bodden Town Primary School (BTPS) • Savannah Primary School (SPS) • Prospect Primary School (PPS) • Red Bay Primary School (RBPS) • Lighthouse School (LHS)

• Cayman Islands Further Education Centre (CIFEC) • John Gray High School (JGHS)

• George Town Primary School (GTPS) • Sir John A. Cumber Primary School (SJACPS) • Layman E. Scott Sr. High School (LSHS) • Creek & Spot Bay Jr. School (SBPS) • Creek & Spot Bay Infant School (CPS)

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• West End Primary School (WEPS) • Department of Education Services (DES) • Cayman Brac Teacher’s Centre (TCCB)

• Ministry of Education, Employment & Gender Affairs (MEEGA)

The only school in Grand Cayman not included in this tender process is Clifton Hunter High School (Frank Sound) which is supported by a fully outsourced solution (including on-site support administrator) based on a previous tender award. Clifton Hunter High School ICT support is currently being tendered in a separate tender for another two years. Little Cayman Educational Services is also not included in this tender as this site is supported solely by Ministry ICT staff.

ICT Support Summary

Network support for government schools includes support for the following:

• Active Directory Domain with 4700+ user accounts, 2500+ computer accounts • ESXi 4.1 hosts at Data Centre - 4

• VMware virtual servers at Data Centre - 28 • Windows servers in various schools – 40

• VMware virtual servers in various schools – 22 ESXi hosts, 40 virtual machines • Windows servers in various schools – 40

• Domain controllers – 24 • Edge Firewall – 5

• Exchange email implementation – 3 servers, 600 + mailboxes • SQL server – 1

• Contract Manager Web server – 1

• Management server for WSUS and firewall AD integration – 1 • Software update servers - 2

• Network switch/router monitoring and troubleshooting – 105

• Help Desk system – 1

• Remote app cluster for remote access – 1

• Network monitoring (24/7)

• Assistance with ongoing installation of various 3rd_{party applications across school sites}

• Assistance with proof of concept implementation and application testing • Remote support for existing Ministry ICT staff in school sites

• Assistance for Ministry ICT staff with ongoing maintenance, network issues, printer setup, troubleshooting, imaging, server upgrades, etc.

• Support for various educational and productivity software (See Software report) Backup services for government schools includes support for the following:

• Management/Maintenance of the Veeam Backup and Replication system for critical servers running on the vSphere Cluster at the Prospect datacenter

• Provision of DR hosting space for mission critical servers protected by the Veeam Backup and Replication system at vendor datacenter

• Provision hosted offsite backups with a 4 month retention and off island replication for all primary and high school data

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Exclusions

• Clifton Hunter High School ICT support is currently being tendered in a separate tender for another two years

• Little Cayman Education Services is supported solely by Ministry ICT staff • wireless network managed by the Ministry ICT unit and external vendor

• network switches currently managed by Ministry ICT unit and external vendor, although some monitoring of network switches and routers may be required

• the Management Information System for all government teachers and students is provided by an existing implementation of SIMS in another site and is not be included in this tender process. • a small number of users will be connected to the government network via a separate wired in each

school supported by Computer Services Department and will not be included in this tender process.

• warranty and repair of Interactive White Boards provided by third party vendors • warranty and repair of projectors provided by third party vendors

• warranty and repair of multi-function units (photocopiers) provided by third party vendors

More specific details regarding the ICT scope of works can be found on (pages 15-25).

ICT Support for Government Schools Prerequisites

Tender respondents are asked to provide the following support proposal in their tender response: • partnership/integrated solution whereby the vendor provides Level 1, 2 and 3 support for the

DETAILED SCOPE OF WORKS - Network Support & Backup Services for Government Schools

(pages 15-25). Seven existing Ministry ICT staff under the direction of the Ministry ICT Manager

provide daily ICT support for all users and ICT devices in all sites in partnership with the vendor. The definition of the levels is set out in the section below.

In order to be considered for the ongoing ICT support SLA, vendors should meet the following prerequisites:

1. 5 years or more of proven experience implementing and fully managing large networks (experience managing education networks preferred)

2. Ability to provide verifiable proof (e.g. average system downtime) of their ability to manage an enterprise level network

3. Strategy for providing support to teachers and students should be appropriate for high school and primary school settings

4. Provision of out of hours and weekend/vacation maintenance with network up time being a priority 5. On call service for out of business hours

6. Provision of remote support for network support and resolution of higher level system issues 7. Ticketing systems with knowledgebase/training resources

8. 5 years or more of proven experience supporting multiple software applications 9. Security experience

10. Remote solutions experience

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Definitions and Requirements

For the purposes of this tender, helpdesk terms and support are defined as follows: Terms

Response time – the time taken for a technician or network administrator to physically or remotely assess the problem.

Report date – the date of the reported incident as verified by the issued help desk ticket. Report time – the time of the reported incident as verified by the issued help desk ticket.

Level 1 Support – for items listed in DETAILED SCOPE OF WORKS - Network Support & Backup Services for Government Schools (pages 15-25) - this is defined as low-priority support for issues and errors that have no impact on the functioning of the system. The response time for this level of service is 48 hours and a fix must be applied to the problem within 4 business days of the report date. The on-site technician must be capable of delivering this level of service during normal working hours - 8:00 am to 4:30 pm.

Examples of issues in this category include, but are not limited to, software version updates, upgrading hardware, reinstallation of software, etc.

Level 2 Support – for items listed in DETAILED SCOPE OF WORKS - Network Support & Backup Services for Government Schools (pages 15-25) - this is defined as medium-priority support for issues and errors that cause disruption to the functioning of the system, including those that may still allow for the functioning of the end-users devices. The response time for this level of service is 8 hours and a fix must be applied to the problem within 24 hours of the report time.

Examples of issues in this category include, but are not limited to, hardware devices issues, software repair, diagnostic testing, and the utilization of remote control tools.

Level 3 Support – for items listed in DETAILED SCOPE OF WORKS - Network Support & Backups Services for Government Schools (pages 15-25) - this is defined as high-priority support for critical issues and errors that render the system non-functional. The response time for this level of service is 1 hour and a fix must be applied to the problem within 2 hours of the report time.

Examples of issues in this category include, but are not limited to, server crashes, network unavailability, Internet connectivity etc.

All tenders shall be returned to the Ministry of Education, Employment & Gender Affairs Ministry

Department Tenders Committee no later than

Friday, August 21, 2015, 12:00 noon

.

For queries regarding this invitation contact the undersigned at steven.durksen@gov.ky . Responses will be posted as addendums online for all vendors to view at http://www.education.gov.ky/tenders .

Steven Durksen ICT Manager

For C.O., Ministry Of Education, Employment & Gender Affairs Government Administration Building, Box 108

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INSTRUCTION TO TENDERERS

TENDER EVALUATION CRITERIA AND THEIR ORDER OF IMPORTANCE

Bidders are hereby advised that tenders will be evaluated and scored based on the following criteria. The information herein should be submitted in order to properly score tender returns. The Sections below will be scored separately.

a. Trade & Business License to operate in the Cayman Islands

b. Company is compliant with Pension and Health Contributions for their staff (proof in writing from providers.)

c. Network Support & Backup Services for Government Schools Proposal

This should include:

 monthly SLA proposal details for the 2015-16 School Year and the 2016-17 school year. (two years support beginning September 2015) including support for the items listed in the DETAILED

SCOPE OF WORKS - Network Support & Backup Services for Government Schools

(pages 15-25)

d. Network Support & Backup Services for Government Schools Proposal Price

This should include:

 monthly SLA proposal price for 2015-16 School Year and the 2016-17 school year. (two years support beginning September 2015) including support for the items listed in the

DETAILED SCOPE OF WORKS - Network Support & Backup Services for Government Schools (pages 15-25)

e. Experience and Qualifications of Company

This should include:

 You and/or your company’s experience dealing with clients in the Cayman Islands and/or the Caribbean

 Vendor reseller and partnership status with ICT companies

 Professional credentials and overview of the personnel making up the team that will deliver remote support and network management (ICT certifications)

 The names, addresses and phone numbers of at least three clients who you have provided similar services to, who may be contacted for references.

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Evaluation Criteria

The Ministry of Education, Employment & Gender Affairs will evaluate all tenders in accordance with the following criteria and weightings:

Network Support & Backup Services for Government Schools (Level 1, Level 2 and Level 3 Support)

The criteria will be weighed in the following manner:

a. T&B License to operate in the Cayman Islands: Pass/Fail b. Compliance with Health and Pension Contributions: Pass/Fail

c. ICT Support for 2012-13 School Year Proposal 30 %

d. ICT Support for 2012-13 School Year Proposal Price 40 %

e. Experience and Qualifications of Company 30 %

These criteria have been drafted in order to comply with Regulation 36 of the Financial Regulations (2010 Revision), which requires that all government entities be subject to an overriding requirement to ensure value for money. In addition, the criteria also seek to ensure the prompt delivery of a quality service and as such, it should be noted, as provided for in Regulation 40 of the Financial Regulations (2010 Revision), that there is no obligation to accept the lowest bid.

Bids considered being either abnormally high, or abnormally low, will be scored accordingly. Where there is an inconsistency in a bid, particularly in relation to the price tendered, the Cayman Islands Government reserves the right to clarify that price with the tenderer.

1. The date, time and place for the return of tenders are entered on the tender form. The Ministry does not undertake to consider tenders not received in time.

2. It is important that you use the enclosed addressed envelope when returning your tender.

3. Bidders may not be considered if all the original tender documents requiring signature are not completed, signed and returned by due time.

4. The Ministry does not undertake to accept the lowest nor any tender.

5. If you do not wish to submit a tender, you must return all the enclosed documents using the addressed envelope, which should be marked “No Tender”. A letter of explanation can be enclosed should you wish to send one.

6. The Ministry is not liable for any expense whatsoever incurred by bidders, their agents, representatives, sub-contractors or suppliers in the preparation of the Tender nor for any other costs whatsoever entailed in any negotiations in the acceptance of a Tender or otherwise.

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INSTRUCTION TO TENDERERS (continued) QUALIFIED TENDERS

1. Bidders are reminded of the need to submit complete tenders strictly in accordance with the enclosed tender documents, i.e. without qualification. All those documents, which are required to be completed and/or signed, must be completed in full and returned with your tender.

2. Any general queries or uncertainties on interpretation arising from the tender document should be brought to the attention of the Ministry inviting tenders (preferably by Email) at the earliest opportunity and well before the date for return of tenders. Bidders are accordingly advised to examine the tender documentation immediately upon receipt.

3. Bidders who fail to resolve such points during the tender period and submit qualified tenders or separate letters containing qualifications are advised that the Ministry may reject such tenders without consultation.

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FORM OF TENDER

To be returned by

Friday, August 21, 2015, 12:00 noon

To: Ministry Of Education, Financial Services & Employment Government Administration Building, Box 108

133 Elgin Avenue, Georgetown, Grand Cayman, KY1-9000 Cayman Islands

To the Government of the Cayman Islands

1. We have perused the following documents:

(1) Acknowledgement of Receipt of Tender Documents Form (2) Notice to Tenderers

(3) Instructions to Tenderers including the evaluation criteria that will be used to assess tenders and their order of importance

(4) Form of Tender

(5) DETAILED SCOPE OF WORKS - Network Support & Backup Services for Government Schools

(6) ICT Acceptable Use Policies (7) Minister’s Statement on ICT

2. We agree that the proper law of this Contract shall be Cayman Islands Law.

3. We agree that the essence of selective tendering is that the client shall receive bona fide competitive tenders from all those tendering. In recognition of this principle, we certify that this is a bona fide tender intended to be competitive, and that we have not fixed or adjusted the amount of the tender by or under or in accordance with any agreement or arrangement with any other person. We also certify that we have not done and we undertake that we will not do at any time before the hour and date specified for the return of this tender any of the following acts:

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FORM OF TENDER (continued)

a. communicate to a person other than the person calling for those tenders the amount or approximate amount of the proposed tender, except where the disclosure, in confidence, of b. the approximate amount of the tender is necessary to obtain insurance premium quotations

required for the preparation of the tender;

c. enter into any agreement or arrangement with any other person that he shall refrain from tendering or as to the amount of any tender to be submitted;

d. offer or pay or give or agree to pay or give any sum of money or valuable consideration directly or indirectly to any person for doing or having done or causing or having caused to be done in relation to any other tender or proposed tender for the said work any act or thing of the sort described above.

In this paragraph, the word “person” includes any persons and anybody or association, corporate or unincorporated; and “any agreement or arrangement” includes any such transaction, formal or informal, and whether legally binding or not.

4. We undertake to satisfy the Government that the prices of the several items in the copy of the original Scope of Works which we furnish with this tender are those on which our tender is based and that they bear reasonable relation to each other.

5. We agree that, should obvious error in arithmetic be discovered in any priced Scope of Works submitted by us during consideration of this offer, these errors will be corrected by giving us an opportunity of confirming our offer or of amending it to correct such errors. However, this provision cannot be used as an opportunity for bidders to change their price.

6. Subject to and in accordance with paragraphs 2,3,4,5 and 6 above and the terms and conditions contained or referred to in the documents listed in paragraph 1, we offer to supply the equipment referred to in the said documents in consideration of payment by the Ministry of the sum shown in the Scope of Works. (In words)

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FORM OF TENDER (continued) Tender Amount:

Project Description Total ($) per month Total ($) per month (in words)

Network Support & (Level 1, Level 2 and Level 3 Support)

Backup Services for Government Schools

Signed _______________________ in the capacity of ________________________ Duly authorized to sign tenders for and on behalf of (in BLOCK CAPITALS) ________ _____________________________________________________________________ Postal Address ________________________________________________________ _____________________________________________________________________ Telephone No: ____________________ Date: __________________ 19 __________ Email address: ________________________________

NOTE: Bidders are reminded that tenders should be returned as follows: Tenders must be submitted in a clearly marked envelope as detailed below:

1. Trade and Business License to operate in the Cayman Islands

2. Company is compliant with Pension and Health Contributions for their staff (proof in writing from providers.) 3. ICT Support for 2015-17 School Year Proposal including the following:

 You and/or your company’s experience dealing with clients in the Cayman Islands and/or the Caribbean  Vendor reseller and partnership status with ICT companies

 SLA Proposal for network support and backup services

 Professional credentials and overview of the personnel making up the team that will deliver remote support and network management (ICT certifications)

 The names, addresses and phone numbers of at least three clients who you have provided similar services to, who may be contacted for references.

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DETAILED SCOPE OF WORKS – NETWORK SUPPORT & BACKUP SERVICES FOR GOVERNMENT SCHOOLS

Prerequisites for being considered by the Ministry of Education, Employment & Gender Affairs for an annual support SLA for Government Schools have already been listed on page 5. Support strategy should be suitable for a primary and high school environment.

Please provide monthly SLA pricing to support the following during the 2015-16 school year and 2016-17 school year. Support continues during summer months as new equipment and infrastructure is installed and ICT projects continue.

Network Support

Support Required Quantity * Details Frequency

Manage Active Directory 4700+ Support may include network Ongoing, normal school hours,

Domain accounts accounts, home folders, in partnership with Ministry

profiles, permissions, quotas ICT Staff, 24/7 remote support

may be required via phone or remote access solution for key users

Manage Active Directory 2500+ Support may include object Ongoing, normal school hours,

Computer Accounts creation, permissions, domain in partnership with Ministry

membership, remote management, ICT Staff, 24/7 remote support

DNS may be required via phone or

remote access solution for key users

Manage PC’s (Desktops, 2500+ Support may include Primarily managed by Ministry

laptops), thin clients and consulting, software and ICT Staff, additional support as

Apple products networking support needed

Manage ESXi 4.1 hosts at 4 Support includes Ongoing, 24/7 monitoring, 24/7

Data Centre management/maintenance of the support if needed

main VMware virtual environment, VMware virtual cluster.

This system runs all core MOE services and is considered mission critical

Manage VMware virtual 28 Support includes patching virtual Ongoing, 24/7 monitoring, 24/7

servers at Data Centre hosts with the latest firmware/hot support if needed

fixes released by VMware, creation of monthly performance/resource usage charts to aid in capacity planning, assigning distributed permissions to allow other IT staff members to gain access to the virtual environment to perform various tasks where necessary

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Support includes maintaining the Ongoing, 24/7 monitoring, 24/7

Windows servers at the following support if needed

sites and ensuring they are operating at peak efficiency; BTPS, LSHS, CPS, EEPS, GTPS, JACPS, JGHS, LHS, EMPS, PPS, PROSPECT DATA CENTER, RBPS, SBPS, SPS, WEPS. This includes ensuring the operating systems are up-to-date with the latest security/critical patches, latest application patches are installed where applicable, provide hardware maintenance where applicable

Manage/Maintain site 22 ESXi hosts, Support includes site specific Ongoing, 24/7 monitoring, 24/7

specific VMware virtual 40 virtual VMware virtual environments support if needed

environment machines located at LSHS, EMPS, EEPS, BTPS,

RBPS, GTPS and LHS. This includes patching virtual hosts with the latest firmware/hot fixes released by VMware, creation of monthly performance/resource usage charts to aid in capacity planning, assigning distributed permissions to allow other IT staff members to gain access to the virtual environment to perform various tasks where necessary

Manage Windows servers in 40 Support includes ensuring that Ongoing, 24/7 monitoring, 24/7

various schools servers at the following sites are support if needed

operating at peak efficiency;. This will included ensuring the operating systems are up-to-date with the latest security/critical patches, latest application patches are installed where applicable, provide hardware maintenance where applicable

(CIFEC, BTPS, LSHS, CPS, EEPS, GTPS, JACPS, JGHS, LHPS, EMPS, PPS, PROSPECT DATA CENTER, RBPS, SBPS, SPS, WEPS)

(to be upgraded to VMware in the

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Manage domain controllers 9 Support includes managing and Ongoing, 24/7 monitoring, 24/7

in various schools maintaining the Active Directory support if needed

infrastructure for EDU.LOCAL.

Existing servers include Windows

Server 2008 R2

Support includes OS updates

(security and critical patches), DC,

DHCP and DNS services

Domain controllers located at

multiple sites which includes JGHS,

LSHS, PPS and CIFEC.

Manage domain controllers 15 Support includes managing and Ongoing, 24/7 monitoring, 24/7

in various schools maintaining the Active Directory support if needed

infrastructure for

PRIMARY.EDU.LOCAL. Existing

servers include Windows Server

2008 R2

Support includes OS updates

(security and critical patches), DC,

DHCP and DNS services, servers

to be promoted to EDU.LOCAL in

the future

Domain controllers located at

multiple sites which include BTPS,

CPS, EEPS, GTPS, JACPS, LHS,

EMPS, PPS, RBPS, SBPS, SPS and

WEPS.

Manage Edge Firewall 5

Existing implementation includes Two Fortigate NGFW 200D, One Fortigate 100D, One FortiAnalyser, One FortiManager

Ongoing, 24/7 monitoring, 24/7

Support includes security, Firmware maintenance, granular control, remote access, authentication, encryption, audit trails, alerts, address translation, management and maintenance of Web filtering, management and maintenance of application control policies, configuration backups

support if needed

System is responsible for all external services (Email, SIMS

access, RDP clusters, Help Desk,

Primavera, VPN, etc). 17 of 25

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Manage Exchange email 3 servers, Support includes Ongoing, 24/7 monitoring, 24/7

implementation 600+ management/maintenance of Email support if needed

mailboxes system, Email system for MOE

consisting of an Exchange 2010 Mailbox cluster/CAS cluster providing email services for over 600 users cluster (Planned migration to Office 365)

Manage SQL server 1 Support includes management of Ongoing, 24/7 monitoring, 24/7

databases for Firewalls, Primavera, support if needed

Educational software and Printer auditing applications

Manage Contract Manager 1 Support includes management and Ongoing, 24/7 monitoring, 24/7

Web server maintenance of Primavera solution support if needed

including upgrades as necessary Manage Management Server

for WSUS and Firewall AD

integrating 1 Support includes OS updates Ongoing, 24/7 monitoring, 24/7

(security and critical patches), support if needed

management applications, Maintain and manage primary patch server, AD integration, group for firewall authenticated user polices, main firewall DC agents

Manage Software Update 2 Support includes OS updates Primarily managed by Ministry

Servers (security and critical patches), SUS ICT Staff, additional support as

updates for all workstations, Maintain and manage downstream servers located at each primary

school site needed

Manager network switches 105 Network switches currently Ongoing, 24/7 monitoring, 24/7

& routers managed by MEEGA support if needed

and external vendor, although some monitoring of network switches and routers may be required in the future

Support may include connectivity monitoring, basic maintenance and upkeep of the local area network switches hardware and edge routers

Manage helpdesk ticket 1 Support includes management of Ongoing, 24/7 monitoring, 24/7

system server GWI helpdesk web server including support if needed

system upgrades, assist Ministry ICT Staff to ensure helpdesk ticket system functioning properly

Manage remote app cluster 1 Management/Maintenance of the Ongoing, 24/7 monitoring, 24/7

for remote access RemoteApp cluster, RemoteApp support if needed

brokers are housed at the Prospect datacenter which that brokers connections for all primary school

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Network monitoring All sites Provide 24/7 remote monitoring Ongoing, 24/7 monitoring, 24/7

for VMware ESXi hosts hardware support if needed

and resource usages, for all

Windows Servers, All switches, and application specific monitoring (Exchange, Active Directory, SQL, Etc), All ISP internet circuits

Network monitoring All sites Provide 24/7 remote support for Ongoing, 24/7 monitoring, 24/7

offsite /off island users via phone or support if needed our secure remote access portal

Assist with ongoing All sites Support includes application As needed

installation of various 3rd testing, rollout and troubleshooting

party applications across school sites

Assist with software and All sites Assist with proof of concept As needed

hardware pilots implementations, application

testing, develop lab testing scenarios for planed

software/hardware upgrades

Provide remote support All sites Provide remote phone support for As needed

Ministry ICT staff

Provide onsite support All sites Provide onsite support for Ministry As needed

ICT staff with on going maintenance at school sites including assistance with network/printer setup and troubleshooting, Acronis imaging, server upgrades etc.

Manage UPS and power All sites Support includes setup of alerts for Ongoing, 24/7 monitoring, 24/7

systems in telephone power issues, ensure proper power support if needed

closets and main equipment protection of ICT equipment

rooms

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Manage File Servers All sites Existing server includes Windows Ongoing, 24/7 monitoring, 24/7

Server 2008 R2 support if needed

Support includes OS updates (security and critical patches), file server services, shared folders, permissions, quotas, patching virtual host with latest firmware/ hot fixes released by VMware

Monitor Server RAM, CPU All servers All servers Ongoing, 24/7 monitoring, 24/7

utilization support if needed

Monitor Server Services All servers All servers Ongoing, 24/7 monitoring, 24/7

support if needed

Keep Security Patches and All servers All servers As Needed

Hotfixes current

Monitor Critical Events in All servers All servers Ongoing, 24/7 monitoring, 24/7

the Event Logs support if needed

Monitor Hard Drive free All servers All servers Ongoing, 24/7 monitoring and

space on server support if needed

Monitor and manage DNS All DNS DNS servers Ongoing, 24/7 monitoring, 24/7

services servers support if needed

Manage Active Directory All DC Domain Controllers Ongoing, 24/7 monitoring, 24/7

structure (users, groups) servers support if needed

Monitor and manage Active All DC Domain Controllers As needed, 24/7 monitoring,

Directory replication servers 24/7 support if needed

Reboot Servers All servers All servers As needed, 24/7 monitoring,

24/7 support if needed

Run ‘defrag’ & ‘chkdsk’ on All servers All servers As needed

all server drives

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Scheduled server All servers All servers As needed maintenance

Manage and upkeep of 3rd _{All application} _{All application servers} _{As needed}

party applications and servers

services running on servers

Monitor Critical Server All servers All servers As needed, 24/7 monitoring,

issues including memory 24/7 support if needed

running low, hard drive showing signs of failure, hard drives running out of disk space, controllers losing interrupts, network cards reporting unusual collision activity

Check router logs All routing Modem, Core Switch As needed

devices

Check firewall logs 2 All firewall servers As needed

Monitor Security event logs All servers All servers As needed, 24/7 monitoring,

for unusual activity 24/7 support if needed

Monitor PC RAM, CPU & All servers All Windows based machines Ongoing, 24/7 monitoring, 24/7

Disk space support if needed

Document software and All devices Network documentation As needed

hardware changes and

applications

Monitor Internet & DPLC N/A 20 MB DIA, two 18 MB DSL, DPLC connections to Ongoing, 24/7 monitoring, 24/7

connectivity all sites, secure LAN/WAN access support if needed

Support includes liaising with local

ISP (currently LIME) to ensure connectivity

Schedule maintenance out N/A Avoid downtime during school As needed

of normal school hours hours

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Enforce ICT Policies All approved Partner with MEEGA to implement Ongoing

policies and enforce ICT polices (i.e.

Acceptable Use)

* Please note quantities represented are indicated as accurately as possible, however, may change as student enrollment or staffing numbers change over the next two years. Also new PC’s and tablets may be replaced and/or added to the network over the next two years if funds are available and if increased ICT resources are needed to deliver the curriculum.

Backup Services

Support Required Quantity Details Frequency

Manage Backup server 1 Support includes management of Ongoing, 24/7 monitoring, 24/7

Veeam Backup server including OS support if needed

updates (security and critical patches), application support

Management of full server All servers Current solution includes Veeam, Ongoing, 24/7 monitoring, 24/7

on-site and offsite backup vendor to provide DR hosting support if needed

and replication space for backup and replication,

current server backups are approximately 1.9 TB.

Management/Maintenance of the Veeam Backup and Replication system for critical servers running on the vSphere Cluster at the Prospect datacenter, this included; (1) verifying the Veeam replication processes are functional and healthy for all affected hosts, (2) insuring the latest critical patches/version of the Veeam software is installed across the vSphere cluster (3) Plan and carryout a Veeam test at least ones a year.

Current server backups are approximately 1.9 TB. Backup proposal and price should include capacity to increase this backup data set to 5 TB.

Vendor to sign confidentiality agreement regarding school data.

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Management of file level All servers Current solution includes Ongoing, 24/7 monitoring, 24/7

onsite and off-site backup enterprise level solution for file support if needed

and replication (including all level backup and replication,

vendor to provide DR hosting school data (student,

space for backup and replication,

teacher and admin data) _{Provide hosted offsite backups with}

4 month retention and off island replication for all primary school data, and data from JGHS, CIFEC and LSHS.

Current file level data backups are

approximately 1.2 TB. Backup proposal and price should include capacity to increase this backup data set to 5 TB. Tenderers should include details regarding the backup solution that for file level data backup they propose.

Vendor to sign confidentiality agreement regarding school data

Disaster Recovery of All servers Part of Business Continuity/DR plan As needed

Servers

Provide DR hosting space for mission critical servers protected by the Veeam Backup and Replication system at vendor datacenter

Data restoration N/A Part of backup solution As needed

Vendor to sign confidentiality agreement regarding school data

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Government School Core Software Applications

In addition to many online/web-based resources, the following applications are installed on client workstations across all sites.

Student PC applications

• Windows 7 Operating System , Windows 10 pilot in fall 2015

• Adobe Flash

• Adobe Reader

• Antivirus Software

• Internet Explorer

• Microsoft Office Suite 2010 and 2013

• Microsoft Project

• Quick Time Player

• Read Write Gold

• Shockwave

• LanSchool Student PC Management Software

• Pascal (ICT Lab PC’s)

• Microsoft Windows Logo (ICT Lab PC’s)

• Microsoft Expression (ICT Lab PC’s)

• NetSupport Computer Lab Management Software

• Microsoft Visio (Design & Tech Dept. PC’s)

• Yenka (IMI laptops)

• LJ Create (IMI laptops)

• Academy of Reading (Literacy laptops)

• CALS (Literacy laptops)

• Fast Math (Math laptops)

• Sibelius Music Software (Music PC’s)

• Finale Music Software (Music PC’s)

• Ace Music Maestro (Music PC’s)

Office Admin PC applications

• Windows 7 Operating System

• Adobe Flash

• Adobe Reader

• Adobe Professional (some users)

• Shockwave

• VLC Player

Teacher applications

• Windows 7 Operating System, Windows 10 pilot in fall 2015

• Adobe Flash

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Government School Core Software Applications (cont.)

• Adobe Professional (some users)

• Shockwave

• SMART board 10

• VLC Player

Student Mac applications

• Mac OS X

• Adobe Creative Suite

• Office for Mac 2011

• Adobe Design Premium (only Design & Technology Macs)

• Sibelius music software (only Music Dept. macs)

• LanSchool Student PC Management Software

• Windows 7 boot camp with AutoCAD installation