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HomeMy WebLinkAboutCC Resolution 14637 (Server Administration Support Services)RESOLUTION NO. 14637 RESOLUTION OF THE CITY COUNCIL OF THE CITY OF SAN RAFAEL AUTHORIZING THE CITY MANAGER TO EXECUTE A PROFESSIONAL SERVICES AGREEMENT WITH INSITE NETWORKS, INC. FOR SERVER ADMINISTRATION SUPPORT SERVICES IN AN AMOUNT NOT TO EXCEED $160,000 WHEREAS, the City of San Rafael requires on-going assistance and support with the administration of its server computers in order to maintain their operational effectiveness, as well as to respond to departments’ request s for services (“server administration support services”); and WHEREAS, INsite Networks, Inc. (“I nsite Networks”) is experienced in providing server administration support services; and WHEREAS, on November 10, 2015, the City and Insite Networks entered into an agreement for server administration support services (the "original Agreement"), with the initial term ending on November 9, 2016; and WHEREAS, on October 31, 2016 the City and INsite Networks amended the original Agreement to extend the term of the original Agreement to a term ending November 9, 2017; and WHEREAS, INsite Networks has satisfactorily provided server administration support services to the City; and WHEREAS, INsite Networks has the training and experience to provide, and is willing to provide, server administration support services to the City; and WHEREAS, the City desires to enter into a new agreement with INsite Networks to provide server administration support services to the City for a five-month term, beginning February 1, 2019 and ending June 30, 2019; and WHEREAS, City funds in the amount of $160,000 are budgeted and available for expenditure in the FY 2018-19 Management Services – Information Technology Division operating budget as follows: Technology Fund ($160,000); NOW, THEREFORE BE IT RESOLVED, that the City Council hereby authorizes the City Manager to execute a professional services agreement with INsite Networks, Inc. for server administration support services in an amount not to exceed $160,000, in the form attached as Exhibit 1 and incorporated herein by reference, subject to final approval as to form by the City Attorney. I, Lindsay Lara, Clerk of the City of San Rafael, hereby certify that the foregoing Resolution was duly and regularly introduced and adopted at a regular meeting of the San Rafael City Council held on Tuesday, the 19th day of February 2019, by the following vote: AYES: NOES: ABSENT: COUNCILMEMBERS: Bushey, McCullough & Mayor Phillips COUNCILMEMBERS: None COUNCILMEMBERS: Colin & Gamblin ______________________________ LINDSAY LARA, City Clerk 1 “EXHIBIT A” to Agreement with INsite Networks, Inc. for Server Administration Support Services SCHEDULES AND RATES For billing purposes, normal service hours are 8:00 a.m. to 6:00 p.m. Monday through Friday except holidays. CONTRACTOR’s normal service response time will be 8 hours or better. For service calls requested before 12:00 p.m. on a weekday, CONTRACTOR will make every effort to respond on the same business day. For service requested after 12:00 p.m., service may occur on the next business day. CONTRACTOR will do everything possible to perform emergency service which is deemed necessary and cannot wait until the next day. In the event that emergency service is required which is not part of the selected service level, CONTRACTOR’s technician time will be billable from portal to portal. A premium rate of 1.5 times the standard hourly rate will apply if service is provided outside of the 8:00 a.m. to 6:00 p.m. window at the request of CITY. Work performed on Saturdays and Sundays at the request of CITY will also be billed at the premium rate. Work requested by CITY to be performed on Holidays will be billed at a special holiday rate of 2 times the standard hourly rate. For the term of this agreement, CITY shall pay CONTRACTOR at the following agreed upon standard hourly rates: Network Administrator - $125 per hour Desktop Technician - $65 per hour Upon mutual agreement of the CITY and CONTRACTOR, the standard hourly rates may be renegotiated at the start of each optional extension period of the Agreement. CONTRACTOR RESPONSIBILITIES CONTRACTOR will provide technicians to assist the CITY’s Department of Digital Service and Open Government (DSOG) with handling server administration and day-to-day help desk service requests. This will include the following tasks: - Respond to DSOG requests for support by scheduling the appropriate technician(s) to work on- site at CITY facilities or off-site with remote access to the CITY’s computer network. - Advise DSOG staff and/or assigned project managers of any issues that come up which may impact CONTRACTOR’s ability to complete support requests within desired timelines. - Maintain a record of hours worked per technician and per day, including enough detail to correlate work performed on tasks assigned by DSOG. - Provide CITY with detailed timesheets at least once per month on the hours worked and work performed by technicians during the course of providing help desk support. 2 - Ensure technicians document work performed in the DSOG help desk management software system, with enough detail to allow customers and other technicians to understand status of each request. - Assist DSOG staff with documenting standard support procedures and advise DSOG when changes to procedures may help improve CITY’s business practices. - Adhere to the City’s network security and configuration control guidelines as required. CITY RESPONSIBILITIES Provide CONTRACTOR with current network configuration information, as available. Provide CONTRACTOR technicians with remote access to CITY network for monitoring and troubleshooting when not working on-site. Provide CONTRACTOR technicians with suitable workspace and direct network access when working on-site. Assign help desk work requests to CONTRACTOR, establish procedures for self-assigning requests from help desk software system queues, and advise on priorities for accomplishing work. Participate in meetings with CONTRACTOR as needed to manage support services and/or projects. Review CONTRACTOR timesheets for help desk support and project work hours in preparation for processing invoices for payment.