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Ordinance 10-1943
ORDINANCE NO. 10 -1943 AN ORDINANCE OF THE CITY OF LONGWOOD, FLORIDA, APPROVAL OF MULTI -YEAR CONTINUING SERVICES CONTRACT WITH SENTRY MANAGED SERVICES PREPARED OR CONFSLIC NETWORKED CONFLICTS AN PR ERABILITY AND AN EFFECTIVE DATE. Whereas, the City of Longwood desires utilizing a continuing services contract g agreement to provide eefor advanced technology management and monitoring portions of the Information provided the Presidio Networked Solutions Agreement, and Whereas, the Charter for the City of Longwood, Florida provides that contracts that extend beyond the current fiscal year must be approved by Ordinance, Whereas, the provision of continuing services for the outlined professional disciplines is in the public interest to provide quality service; NOW, THEREFORE, BE IT ORDAINED BY THE CITY COMMISSION OF THE CITY OF LONGWOOD, FLORIDA, AS FOLLOWS: Section 1: Cost analysis was performed as required under Florida State Procurement Rules and Regulations, Section 2: Presidio Networked Solutions contract is administered as part of the State of Florida approved vendor contract with Cisco, Contract Numbers 250 - 000 -09 - and F5816676550 Section 3: The Information Technology Division has provided for and network security operations, f Longwood through Presidio's Sentry Managed Services address data enter Section 4: The Information Technology Division through Presidio has provided for cost effectiveness; continued software support; improved performance; and enhanced" network protection for the City of Longwood, Florida, Section 5: The City Commission hereby approves the contract with Sentry Managed Services attached hereto and authorizes its execution. Section 6: If any Ordinance or part thereof is in conflict herewith, this Ordinance shall control to the extent of the conflict. Section 7: It is a express contingency of the City Conunission's approval and the City's execution of the agreement, that the City's payment and performance obligations under the agreement for each and every fiscal period beyond the fiscal period when the agreement is executed shall be subject to discretionary annual appropriation by the City Commission of funds therefore. When funds are not appropriated or otherwise made available to support the continuation of payment and performance in a subsequent fiscal period, the agreement shall be deemed terminated on the last day of the fiscal period for which appropriations were made, without further cost, penalty or obligation to the City. Section 8: The provisions of this Ordinance are declared to be separable and if any section, paragraph, sentence or word of this Ordinance or the application thereto any person or circumstance is held invalid, that invalidity shall not affect other sections or words or applications of this Ordinance. If any part of this Ordinance is found to be preempted or otherwise superseded, the remainder shall nevertheless be given full force and effect to the extent permitted by the severance of such preempted or superseded part. Section 9: This Ordinance shall be in force and take effect immediately upon complete execution of the Contracts. FIRST READING: September 7, 2010 SECOND READING: September 27, 2010 PASSED AND ADOPTED THISO % 1�AY OF 2010. John C. Ma' got, u - •r i Attest: / 7 / Sarah M. Mirus, MMC, MBA, City Clerk Approved as to form and legality for the use and reliance of the City of Longwood, Florida only. Danie Langley, Ci. o Managed Services, ent ► Proposal tor C AY of Longvtood . „ 4 \ -,,, _ , Aug u t ao , ,...:. , . 1�� 1 , ;� F'�'q / t \'" . ` Prepared by: r ,..r .. 'y4� 1'ca sal E-- -----,, cl Li) t, $ f : _. \ Be Secure i n the Knowledge .. _ ��� -`_ f�residio Networked Solutions .`� t, ` ` .:. h,: 5337 Millenia Lakes Blvd., Suite 300 "' 1?-1':'<''' Orlando, F 32$3 Suite Cyy .N - 'A lk ' , t mo d, � t ' . o tr- J' s ock y 407.64 � , 4 x`, Michael Jan _ ' o m m janock PRE SIDIO.co @ • s ; - w < Eric Sunders s ' ��r 678 291.193 - sanderS @P RESIDIO.corn 4 Y b DISCLOSURE NOTICE disclosed outside City of Longwood and shall s awarded is t , used, d, or disclosed because of who This proposal If, however, a contract ro osal if it ro osal include U other than to evaluate this proposal. ood shall have the right to duplicate, use, or disclose the data to the extent or in part — for re y purpose of Long connection with — the submission of this data, City vdood t ight u to use . information , e, c.x- contained the in data p con resulting r source it o t re s tr ion does not limit subject of Long provided in the r • n. The data subject to this restriction are contained in each sheet contained in this is obtained from another source without restriction. proposal. The the exemption set forth in Section specifically data y exempted pages frof om this proposal where so annotated contain trade secrets and tceo meaning or financial information th re either r led from disclosure by statute or privileged or confidential within s ecifically exemp , p ivel , of the Freedom of Information Act, 5 U.S.C. 552, the disclosure of which could invoke the ect Y 552(b)(3) and (4), reed . _. - -- ._ of 18 U.S.C. 1905. Table of Contents Page 1 Executive Summary 3 Proposed Presidio Sentry Managed Services 3 Presidio Sentry Managed Services Description: An Out - Tasking Approach 3 2 Sentry Remote Operations: Data, Voice, Network Infrastructure 4 Presidio Sentry Managed Services for Cisco Solutions 5 3 Sentry Managed Security: Security Operations Center 6 Sample SIEM Reports 7 4 Sentry Managed Data Center Service: Servers & Applications 9 Server / Hardware Monitoring 8, Management 9 Layer Based Monitoring Approach 10 Hardware Monitoring 10 Virtual Server Monitoring and Management 11 Microsoft Windows (System) Monitor 12 Application Monitoring 8, Management 13 5 Sentry Managed Services Remote Access Methods 18 6 Sentry Provisioning Process 18 Information Gathering / Assessment 18 Site Preparation 19 Monitoring Tool Deployment 19 On boarding System Management 19 Service Kick -off 20 7 General Presidio Sentry Support Process — An ITIL Model 20 Sample Support Process Flow 21 Internal Escalation Policy 21 Contacting Sentry Managed Services 22 Sentry Managed Services Customer Web Portal 22 8 Proposed Sentry Managed Services Pricing 23 9 Sentry Managed Services Agreement 24 ii Presidio Confidential and Proprietary Use or disclosure of information contained on this sheet is subject to the restriction on the disclosure page of this proposal. for companies and 1 Executive Summary what you do best and then complex technology environment, it is necessary s increasingly reliant of Lod comp your core mission --- s to rnanagh or In today' wood to focus on Yc effective and efficient Wray City of Long organizations such as e to its full potential. This mean finding maximize that advantage r op erations. � management out -task components or your technology the advanced technology his additional companies are out - tasking ` valuable time and resources. to focus on core competencies t m a d ur her than advanced Research shows that more their mor�nvoo environment to free up and monitoring portions anizatlon the ability - time provides your organization and administration. flrefighting information technology w ood is looking to reduce its overall IT overhead ovide of Long and resources required Presidio understands that he costs for power, cooling res by reducing Presidio Network Solutions falls under Florida State expenditures IT support services to its locations. Contract Cisco 250- 000 -09 -1 and F581667655014. demand in the areas of Con ,....__ S Managed Services was developed to address this increasing ratjom ► he o f Presidia's arse over IP, data center and network security op network infrastructure, V - ;, Managed Sery ice is 'to: __ Presidia's Sentry �, - our It--$ �: Deduce the burden on Y i . y organization's Internal IT staff. . °7 "I y - - • ' Increase the availability of your _ �- + ; rico s network infrastructure and -. l o rganization's r --r _ ;•. , services. t Improve network and app " performance. - — _ --ii osture. , " a - ` o Improve network security p �� - Ili,. • Enhance protection against threats to your network. ° Control costs. proposed Presidio Sentry Managed Services of Longwood is Presidia's: and management The proposed solution for City operations monitoring management application s monitoring and and n S Remote Operations for data, e for server and app and network op o Managed Data Center Service for o Sentry Manag roach Mana Services Description: An Out - Tasking A pp s for ► raditional TDM Voice, Presidio Sentry Devices. ed Service offerings provide value added s Presidiad Sentry Manag D Networks and Network Security partnership programs, implementing vendor VoIP and Unified Communications, ed S consists of full with all of our p art Sentry Managed practices for service delivery and support. Presidio maintains excellent standing recommended service e management for an IP network. life-cycle 3 Presidio Confidential and Proprietary osal. e P Use or disclosure of information contained on this sheet is subject to the restriction on the disclosure page of this p ro NOTE: With our out - tasking approach, you will not be locked out of your network. Presidio operates in a collaborative manner as an extension of your IT team. For your convenience a full description of the proposed service offering has been provided below with pricing. The following sections define the services that are generally applicable to each level of Presidio Sentry Managed Services, and are based on assumptions derived from our initial meeting. With further evaluation and defining of specific requirements, there may be additional enhancements to the level of service proposed. 2 Sentry Remote Operations: Data, Voice, Network Operations Sentry Remote Operations provides a 24x7, proactive incident detection and rentediation service. This service is appropriate for customers seeking knowledgeable staff who will be empowered to resolve issues presented through network management systems deployed to the customer network. Sentry Remote Operations includes the following activities and benefits for the covered network devices included in this proposal: Sentry Remote Operations Core Deliverables 24x7x365 Access to Sentry Services Access to Sentry Customer Web Portal Proactive Remote Remediation of Incidents Access to Configuration Support and Hardware Support Remote Moves /Adds /Changes /Deletions Access to Software Updates and Patches1 Root Cause Analysis Process Controlled Incident Escalation Known Error Logging Troubleshooting Assistance Web Collaboration Proactive Trending and Analysis Coordination of customer contracted 3 party vendors Event Correlation Coordination of Parts Replacement of Covered Devices Troubleshooting via Presidio persistent VPN access Coordination of TELCO for Circuit Testing & Dispatch 24x7 Monitoring of All Covered Devices Monthly Incident Report Notification of Detected Events Secure Storage of covered device access & configurations Managed Backup of Network Device Configurations Monthly Health Check Report Expert Assistance w/ System Operation & Administration Scheduled Quarterly Service Reviews Reactive Incident Creation (via telephone or email) Monthly Availability Reports Electronic Confirmation of Incident Creation & Resolution Monthly Performance Reports Sentry Remote Operations Optional Services Monthly Service Reviews On -site Support as required — determined by Presidio Weekly Service Reviews 24x7x4 hour on -site incident response guarantee Block of Hours 24x7xNBD on -site incident response guarantee Assigned Account Engineer I As determined by equipment manufacturer support contract 2 Not applicable for all device platforms. 4 Presidio Confidential and Proprietary Use or disclosure of information contained on this sheet is subject to the restriction on the disclosure page of this proposal. Presidio Sentry Managed Services for Cisco Solutions Oth Unified ning a " Str Planning and Strate7Y As a Cisco Master Certified Partner well as a Cisco t A�la :oun0linonciol d:ci: ion° pommedicatio Managed and Security, (MSP), Presidio re , Asses F.adL�oss Powered Manag Prepare, M,y ... .R .. k:. out services after Cisco's P are p 4 F pnc. °wesl•�:m7 Optimize °°° " 1 9 4 b�1t models Dour managed Implement, Operate, P.� °� : Plan, Develop, p as well as PPDIOO ting service methoort s ervices best practices'to opT incorporating ITIL support experience. The deliver a quality managed service ram validates the partner's Network Partner program capabilities and managed Operations Center (NOC) reliable m _.. service offerings ensuring anaged services. DE5 levels (]f Cisco OP Design the Solution maintains high Products �nvK � °R Presidio continually m y;gn din rq•�n 1 .7ainl:in IlarwaH Held, customer satisfaction these which i awarded annually Y 1,,5 rs• with these certifications, Presidio � _Piaca wpm Cjsco. Along highly certified staff to maintains various levels of hig Y implement and maintain Cisco solutions. pastswgho5 °•fan Inb^fy�'vMoN dsniGtion w csuslnvv'An 0 All levels of Sentry Managed Services are available customers will receive solutions areas: Remote Operations & Remote Monitoring for Cisco Solutions in the following itching — data: monthly reports containing ono Routing the following m o Device CPU Utilization ioation ,,i,,,i o Device Memory crsco o Critical Interface Utilization o Device Availability o Critical Interface Availability erations Remote Monitoring customers will receive Cisco Unified Communications — Remote Op • monthly reports containing the following data: o Voice PRI Utilization o Call Failure Report o Cluster Call Load Report ��Ir�tIto o Device Group Call Report o Gateway Availability Report CiSt� ER v� SCO o Long Duration Call Report Communications o Node Utilization Repor t Uniflud n l d o Phone Report o Route pattern Zatilon Report o Daily Gateway Utilization o Voice Quality Report Appliances) — Solutions (including IronPort Email and Web Security Ap lianc containing s) — the Re Network Security customers will receive monthly reports Remote Operations & Remote Monitoring following data: trli'tlir o Device CPU Utilization o Device Memory Utilization CiSC4 ISCO o Critical Interface Utilization 'Mates B ER o Device Availability o Critical Interface Availability 5 Presidio Confidential and Proprietary proposal. page Use or disclosure of information contained on this sheet is subject to the restriction on the disclosure p 9 e of this prop 3 Sentry Managed Security: Security Operations Center Sentry Managed Security Service provides 24x7remote monitoring and management of covered security devices. This tier of service is appropriate for customers seeking knowledgeable staff who are empowered to resolve issues presented through network security management systems deployed to the customer network. The service includes Intrusion Detection (IDS`); Correlation of incidents and events (SIEM); Logging, documenting, alerting & remediation support of security threats, attacks and service - impacting issues. The service also includes remote administration Moves /Adds /Changes /Deletions (MACD); and is geared for customers seeking to improve their security posture. Sentry Managed Security Core Deliverables Remote monitoring and management of covered security devices: Firewall, Virtual Private Network, Intrusion Detection / Intrusion Prevention (MACD and administrative support) Monthly internal and external vulnerability scans Monthly repor and Quarterly Review meetings Web -based portal available Correlation of potential security incidents and threat management: Security event incident correlation, notification, and remediation support for those incidents Remote monitoring of core network devices, mission critical servers and other peripherals tied to the security network Standard compliance reports provided to customer Limited log retention *Customer may provide their own IDS /IPS so long as it meets the minimum requirements, or Presidio will provide one with the service. 6 Presidio Confidential and Proprietary Use or disclosure of information contained on this sheet is subject to the restriction on the disclosure page of this proposal. Sample SIEM Reports Correlated Alerts Summary U.. 2. Id: 1571!o rf..55,• do shborti i'.om 2 On ortz .rd ;74002505in us, tot system ltk. You can conive 7.43ch dims 52 ol r..5 , /5.15 - Too Colopat 5 'o Mods Tritols . . Mils IViiptledAtiloge .2, Neils .R5.111512.15 . '. 137 TcpTluoals - — . I 1 . -, I ' ' ___I . ___ I 2 1 i Rolo Froths Et 11 :1:72 EST 'A IC 1 Tz 5u..x X• 70 21 Egr:311 C7010 33,,,4 11 2:1.■ t 0,1ald 5.: . I 0 0 Fe:0.0=11 s i , 103 - Resent Threas : IDS . Troods .p. Titio7511.TopFneuXICologories 4, 'MI7.1..1 Raa') t S3an31 27 VI i' ., _ I uu no All ltsuit: ? t - I litig , D , . . — 1 7,,,.1,:m-A: 15..X.: .4.4 a es 71^17 I .13 it.cal eikul 11r2.14. 13 :A , 5.74 72 551255551511.251 1,,,,, 100 41 7: aal ,.., croon 17211 13 171 2:13 1: •, 1 1 7131 it:30 : mr-7151121X 171 5 • - - n — mat IT2.12 5,5.. i n-,5-,, CI. ■••-,i■orS It:X. sm.3ic, NT:fund "no 42.15 1!.: 17 77assn, ,as,,,,, cit. 01 11211.2 [ 15 07 U'A71.1, 7 "tut 102 1C011.50 207512 — -- IlOv55.1 C0102711.0: 123 27:2 X11 01122.C7/1 1770 13 no 1270 sr 00 In 16 +I 112 2/52.2: , 2,3 , 22 , d 03 0771 u•OO.C5,1. 5 10 172 11.117 177?-1: ma , 03 .. . . ._. ... ._ .... .. MS 1 A555 3YCLool • -Top IOU:ant Sources - 51/TROO1 .!.1 5,5175T1)P_ u 7 . , .1 VI 1.1101 . 172.17.211.1 -- ' ,,TTL* 2'7' ' '3 y:, $72.121.31.21 ..,,,, 1.2.18.312/ F._ 1 132573 I!. ,,. 112.19.2:5.111 172.11U:1 C 2213 72 :CA •_2•:. 1:23 : 1/2.18.75.34 ,■•■=1,s 1 . 1-1,11 711.X.11:1:1 0122 2203 TAIT -=1E1= l' 72.2e. 1710 2311 1/111.1711.11 I am .2:22 1770 DI • 000 1,0411 7Z.03.2201 1710 2300 I 0i52 .71J 1717 2211 • 5010730101M5705 1 I ' 1 PCI Report 7 Presidio Confidential and Proprietary Use or disclosure of information contained on this sheet is subject to the restriction on the disclosure page of this proposal. • . - • • - - -. C:c..1:•:d rw F..:. .,....ii:::■■■ Report title: PCI - Encrypen Key Generation and Changes Dii.niptoz. 2,•:: Stott:. 3 5.1,3.5.4 , nit ouccx iotoilt 311 Ear fararetic. oo.3Facrioad.opu doota:.?eos by: 7.::i 1..- :arc. tcorrir r.:411:.ifir of c. axe. 31,.. c Time ntge:Mo= i:., 21, .7.•::.-.:0:06 .F..t7 .f.f.,:. 7: . Afoot:or 2? 2.P...f . Dioc:oyinE. car.c1:a!1 c513 WINE 2339•12-21 23:2 7/3071 C2rou = 21E... 7 : 7= :15.53.131.32 31orpcoiso. ferciu choua of Phac ralor:u 6..s.s *an :SECO to 3:33 rernio . • 235P-12-23 :2:35: 71307: thoou= 21i : 7 .1 ',.: 7 77; = 7:S.57 :533.1 7,,aor c.ito ferci. t.E.rua of PS. rerrait Csatca :ono 233C.3 13 32.53 wool: • ' 2359.1.2423 2142: 713075 thoru= 21f 17.132 f: 7= :15.37 173.52 ?A:To:At:5..6z; f=o=ia cf PS. rola:.3o; 63-nera forte :DSO to 3:53 rat onar i 2DP.12-22 2114 713073 , throu= 21 f 77.132 7: SP = :15.57 133.72 atucmicc 5c4ciu taour of Phac .1.4 f.rodr a 5roo..4 :33C0 la 3:53 tat.. . 2203-12-23 11C343.0 713073 Z.rn 21 C.7 7 .1:, 7- :2 = :15.2.7 ::3.:2 ?,..Fc.i. forciu t.us of Ph. rah rr:111 &rod. ftoreSS3C0 to 353 1.,na :DP :?12 713073 == 21 2 :: 2 = :15.37 133.32 fon fcciu cloottil of Phrercla:.i ,:.zecrs frorc MCC' to 3•733sotooft . 235p-12-23 :332:.44.0 713073 crrou= n E 7.132 1: SP = ::5.:7 : : 3.2 3.tuctoiso facie; chotors of PS..1 a2.1 e.oera from:3M. 3:33 mood: . . : :03P.1 2- zs :.:.".1.0 713073 t!..o.o = 21f.77.13: 2: 2= :15.37 113.:2 11....Fcmloc ferciu .ran of PS. rola;58; ,i *car 1330 to 3:33 sotooft 23P-12-23 :5:35: 713.033 tkou = 2If 27.13:5: 7 = :: 5.57 :13.52 .?.atrcmolar ierriu :hour of PS. rahr,tiaa &trot. fors :33C0 t35'3 retool: 2:0P-1 Z-2: :S:17:CE.0 713033 . = 12.121.145 3 P= 12 11.147.3 Re r.ocufor forratz. a.. c.52511,.. 2:31 • • 233P.11-22 15:153f.0 713.374 tlr.?= 12.121.1413 7= in 71.147.3 P.ocproior foro.o ch.. of :no: nkvi'..tr. d.......-3.t. i-cm 4153:C0 to C 2:03.12-22 :17432.0 71301 Coo = 2If 2 7.13512 7=2:5.57 :33.32 7........ito !c.f.i. 5zaur of IPS. r ::::;:oi ::-....r.:to fnm. :::(1".::::•M 2539.12-23 1:34144.0 713•31 . 21E3 7.133_72 7 = :15.57 1E3.12 ?..atfc.ltz fad. t'..ut of:PS. re:ts:.E. dome. 5.. 3.32C 0 to 3:33 ...ocer • 2:01-12-21 11C332.0 713•3 *T.? 21f 37.132 12 2= 1 133.32 f.atFemf to fcrriu tIL.rua of P.Soc re......tait- 5httr.:3:C.5 :a 3.13) woof: :531-12-12 1 713073 CIr...-. 21E37.1337: - :1 1:3 , 2 3rotpc 5.cia of PS. re2t rj:ar troen ft: re . to 3553 woo. :323 1 713073 Zoo,. 44 12.121.145 : 2 = 1: 1:1 :45 3 : foto:ut droop of:nat.:41.4) itcraio.o 5 2:300 T.3 SEC: ......_51 2:3112-13 : ..2C.0 713074 rar• = 12.111.145 Z 7 = :: I:I.:45 3 P.roactaior ISf :7:m 9 ch.. 0523. rale..E Jr..7.-G=2 r 4.5333C0 to C Rh: . 253P-12-22 2 7130:3 . t."-co. = :13 17.13: 1: 7 = :15.37 :33.52 3.a:cm:. faciu t:-:=1,:a :IPS. rola2.1 &-,..oEca fcc.:33C0 to 3:33 tatoof t :3:1-11-23 1 ft;4.0 713073 3.4.c. = 21E37.132 3: 7 = :15.57 :13.52 Ro.c.Ito faciu thou: of PS..34.2.3.:E'orotoo 54.c :530. 3535 :0:31liz . : DP-12-23 : 334t2C.0 713073 :.,=I221.143 3 T = I: 311.141.3 11,42.6. forc.a C13‘17E0 D:....S.: ochar.E d.ortere i to 3fC0 ....-it 23P-12-21 :333421.0 71307 Ca,. = 12.111.145 3 7= 12 111.143.3 1hotpcofor bro.! ch.. c5:?Stor rotar.„7 ic-7...., .77,..m.4 !MC: la C 333or 359.12-23 13,2132.0 713073 Ce...,.= ne 2 2: 7= :15.37 153.52 ?..t.pc.tiro :col.; th.oua of PS. ralr2-30; f-_co•Oca 14.1= 233C 01.... 3 ! 53 tatooft I D33-11-23 :31144.0 713073 tS4.3-_?= :11.17.133.7: 7= :: 577 :13.32 Motrettolro-ferciu :bap of PS. rei .L a focto ..a..t..0 to 3555 too.fr , :5P-12-22 1:3:52C.0 713073 ,073-? = 12.121.145 3 .2= 1: 171.: 45.3 .1.1ot?..E. for:Su cheep c5:P3. ra2o.i...7 .5=e3a.from 2:303 ,24C3 ta:O=31 2:053-11-23 :237N.0 :13074 :cc .4 = 12111.145323= IS 1:1. :41 3 RotpcoE. ion., chae. of 25. re2a-3,-_--tort h-o...1233CC0 to C 3:. IP23-12-22 :23•:32.0 713• Ct..? = 21e.: 7.133 1: 7= 2:3.37 :33.52 r..tFc.7.1. food.; :L3=7a of PSecnIr2-.aa d-_toecu a:. :Sst .0 3.5” • :533 :12445.0 713073 1rou = :Ie.:7.175.117= :15.57 133.52 Ratrc.1.- :mi. t3our of PS. tr.:to:fox Eroserst 5..:311C0 to 3:33 .c.e.: .• :DP :1 33.72.3 713073 . rort....= :1E37.133 2: 7= :15.37.133.52 actrc=2ro. oci.o. thou: of PS. re.,,,,. 4 .=•34:to 51,.. :311C 3 to 31.33.: no:: 2533.12-22 1133,45.0 713073 th.... = :13.57.135.7:3= :15.37 :13.52 Ratpc.5orfcrdu :hoe. of PS. ea:, t. . -.,,:o 33)3 ....a 2533-12-22 11(1: 713073 .174r4u = ne..”.13z.:: :P=2:5.57 133.32 7...Fe.ico ferciu ctoua of VS" 1:16:,11 E e.,S17... f .1= :.0 5. la 31.33 secooic . 2353-12-1 :2423-50 713073 roro.42 = 21f37.133.12 2 = :: 5 ‘,..Tc=ito fordo; thou: of PS. tc3:-.1.1c. .5.-Lroc:to 5rtm _.,., 0 to if 53 ....14 2:3-I:-23 -:?5::-:..) 713073 I:54,o? = :If 17.133 7: 7= ::5.37 :33.32 aatre=1,4 forciu thau-a ciPS. “lo:5a: fO,73e. from ..v....,12 3!)),..,11; 23P-12-23 03311,43.0 71:073 Croou = 21e.: 7 .133 .!: 7 = :: 5.57 :33.52 ?,atrcr..-7. fecci... rhtr.., 4.5 PS. ni,F.Ia7 L727.:11f:CM:N.1 D. 3f D to: or& , 8 Presidio Confidential and Proprietary Use or disclosure of information contained on this sheet is subject to the restriction on the disclosure page of this proposal. . . • • ... lications Center Service: Servers & App t of our 4 Sentry Managed Data and management Y pro-actively monitors all provides 24x7rem°te monitoring and p or malfunct Sentry Managed Data r tica Center Service p leading -edge technolog unusual activity your server environment and detects any but also by business and mission critical assets• Using • monitoring and managjng� components of Y a rehensive solution that enables us to address the above the critical co providing it before they cause an issue. By ollves problems in infrastructure by issue ing and resolving ro actively, p challenges, Sentry not only accurately identifying the root cause of an alarm and its corresponding a saving valuable time and resources. & Management t configured to suit your environment's memory Server !Hardware Monitoring agent is config processors agent based and the ag o n r agent include the status o f p rated into a The monitoring system is ag e, and power supply terminals. All of these metrics a bottlenecks in system, requirements. The hardwaVOlttag Tics collected by If there are any banks, fans, temperature here r or the hardware. shot vieweW n g ll �ystem, the application, and where dashboard for a network, Center t e hardware. This model shows the the op and where they are: the network, Operations ric to our two and the process structure within our el s The figure rm ati nfrom the client netwo k our Network Op flow of information from the Reports L Email, Paging, Notification t S stem Phone Call, SMS, etc Rr4Cesg rick¢ A larm D j ,! NOC Staff ; ♦ h,!tp;lh:n.., rr'�6�"'` :f�:�2•�� > � rzr ' : , Customer Web Auto Ticket eb Generation + Portal . Performance Reporting ration / Sofiwar 7go1 . .. Configu anent ►Aarta3 7 Infrastructure Monitoring 1 interface Access Layer ( VPN Tunnel, IPSEC Tunnel, Internet Connection) � r b vi 7.I Q 9 proposal. Proprietary P Presidia Confidential and Prop rY Use or disclosure of information contained on this sheet is subject to the restriction on the disclosure page of this p ro Sentry uses either an Internet or IPSec VPN link for monitoring the customer's Network infrastructure. The NOC infrastructure is highly resilient with redundant links to the Internet with load balancing. INTERNET CLOUD — ,r i. ; • ", 4°r r C!f1I: �► • Network Operation Centre I l j ; E> Lill Ali 11 I IEI • 1 X1 i s t. l.. N'07:1 - II Enr.i ,rlc:'Cii3 47:1 PI r2"11 jet Ci-nUra I ` - nrwr i e 1: 1 Er The link between the customer and our network will be a secured, hardened connection. All inbound communication will be only unidirectional from the customer to the NOC. The logs will be sent from the 443 port on the customer firewalls. This is a port that is generally open and would not require any changes at the customer's end. This is completely non - intrusive and protects the integrity of the network. Layer Based Monitoring Approach We have a holistic layer based approach to server monitoring that monitors all the components of the server and it's dependencies starting from the hardware, then the virtualization layer (if applicable), moving on to the base system (OS), the application and then all the critical services that are run on the application. Thresholds are set for these parameters in accordance with customer needs and according to industry best standards, so alerts can be generated on the crossing of these thresholds and necessary action can be taken to rectify the alerts. Sentry can proactively detect hardware failures and rectify them, and therefore considerably reduce related service downtimes. Hardware Monitoring We do integrated monitoring of multi- vendor hardware from a central console. Monitoring of IBM, HP, Sun Microsystems and Dell hardware is supported, irrespective of the operating system used (Windows, Linux, HPUX, Solaris, or AIX). The agents integrate with IBM Director agents, HP Insight agents, and Dell OpenManage agents for this purpose. For Solaris and AIX native OS hooks and commands are used to collect hardware status information. The hardware metrics collected by the agents include the status of processors, memory banks, fans, temperature, voltage, and power supply terminals. All of these metrics are integrated into specialized 10 Presidio Confidential and Proprietary Use or disclosure of information contained on this sheet is subject to the restriction on the disclosure page of this proposal. engine continuously analyzes the metrics system, the the op detect hardware and where they are the network, operating system, application models. A root-cause diagnosis trics, our administrators can proactively rics to identify I there are any bottlenecks in the system application an, rectify t he hhem,fore considerably reduce related service downtimes. arn• Using the p and there failures and rectify them, Effective management monitoring and Virtual Server Monitoring and Management Virtual salver technologies are fora critical component of mainstream IT deployments. ctiv for e are key to ensuring that virtualized infrastructures replacements tures de the ds and performance erformance benefits technologies desired, and are able to serve as a e cost savings a p traditional hardware -based infrastructures. the VM Monitor provides a comprehensive view of a Monitoring approach, guest console performance. nd 0 of s The ut M a of the VM kernel, the service ice console and all of its virtual Using an . U n including A P I the performance view" "outside o g vSpherelESX salver. the agents provide an performance bottlenecks exist. vS gere APIs, resource machines. Using p e levels of the guest VMs show where the p The VM Monitor relative resource usage guest operating system. t the agent obtains an "inside view" that details the user activity, rela inside the VM complement the outside view, mix running automat and the application metrics it collects, so that our administrators are inform proactively of automatically baselines all any the norm. deviations from - a -• I- tr .crrt y av r— .j...:,- I . _•1,- -- •• : I ... a \ \ . 1 \ \ From go well beyond managing virtualized S ervers as management standpoint, we g applications and network devices that discrete a monitoring E and end bg them. Applications nd n wor a ices tatt with and the inter - dependencies among th m to the physial are a s s upon 'screte entities. End -to -end business service views show mapped t support al m c h i nes t y r supp run on, and each virtual machine the virtual machines they which it is hosted. 11 proposal. Presidio Confidential and Proprietary , Use or disclosure of information contained on this sheet is subject to the restriction on the disclosure page of this prop The dependency of the virtual machines to physical machines is determined dynamically, so as to support the VMware VMotion® Live Migration technology. A root -cause diagnosis engine analyzes the service topology graphs and the virtual -to- physical machine mappings to pin -point where the problems areas in the infrastructure exist. Presidio will monitor the performance of CITY OF LONGWOOD's virtual infrastructures, troubleshoot problems to determine where the root -cause lies, assess where capacity bottlenecks are, and plan the usage of their servers and applications to optimize the utilization of the physical and virtual resources. The key customer benefits of this solution include higher uptime, better end -to -end performance, and operational cost savings through more effective utilization of key IT staff. Microsoft Windows (System) Monitor The Microsoft Windows operating system and applications have extensive built -in instrumentation, providing an easy way to extract hundreds of performance statistics. However, analyzing hundreds of metrics manually can be a laborious process that requires in -depth knowledge and expertise. A key challenge in monitoring such infrastructures is in determining which of the available performance statistics are critical indicators of server and application performance, and how these indicators need to be correlated to deduce where the root -cause of a problem may lie. Fast, accurate problem diagnosis can improve service uptime, improve customer satisfaction, reduce operational costs, and increase the effectiveness of the Sentry services. Sentry offers comprehensive monitoring of the Microsoft Windows operating system and applications hosted on it. Pre - defined models of the operating system and individual applications (web server, mail server, database, etc.) incorporated in services dictate what are the key operating system and application metrics that are to be collected in real -time by the monitoring agent. Each agent compares the metrics it collects against auto - generated or manually configured thresholds, and generates personalized alerts to operators as and when appropriate. Pre - defined hierarchical models for the most popular applications, included as part of our standard offerings, are used to correlate across the collected metrics to differentiate between the cause and effects of a problem. The following metrics will be monitored for Microsoft Windows: o Critical processes running on the server o Critical Services running on the server (For example: netlogon, SQL Server) ® Event Log monitoring for critical Event IDs o Disk queue length monitoring o File Size monitoring o Local IP monitoring (Changes in Local IP Address) ® Application Compliance Monitoring Activities carried out will include: o OS Installation o OS upgrade • Patch Testing and Administration o Reinstallation of the OS 12 Presidio Confidential and Proprietary Use or disclosure of information contained on this sheet is subject to the restriction on the disclosure page of this proposal. Performance Reports and Analysis o Performance Tuning application and network problems. try Sen the root-cause rid network of p running , Sen as considering business services Tos the infrastrudcture tiers l to identify as a lemsr)• They are By co 2000 or above run as windows services, correlates performance across logged -on user win of these important applications that run on Windows NT, If any y that r Many so ftware app expected to stay running• background processes with no did th are expend no e immediately affected and so ensuring se system d administrators and so nsu typically started automatically at ma ny users and external services for most sy these should are continuously is a key q these services are running Application Monitoring & Managemen Management 1 ►cation today. Most businesses use email all scheduled e Nla th busin ort ry M s t meeess aeae Microsoft a tonwi h s pl the ri c stonier c- supp ►s extremely Electronic mail is p • or delayed delivery of email can severely imp communication with suppliers downtime, and customers - proposals, fot Microsoft's downtime, non - delivery and managing email servers effectively over email, and any Consequently, monitoring suite includes specialized monitoring operation of a business. Sentry's monitoring important for most Corp in Exchange server performance easy Exchange server . and manag g the Exchange makes monitoring d server's performance inducting an d the erect . We monitor for C rious patterns of users, Our lay aspects of the Exchange naves, the access p lication performance We monitor various asp a server q trickly and efficient. W of the different Exchange We cor relate the app thereby for allowing our administrators to q instantaneous occupancy Exchange server with the Active Directory• the agents is stored in a relational interaction of the the per orm and disk performanc network, CPU, be. Data collected by with netw e the performance bottlenecks may performed to determine how the server can be interpret where analysis and diagnosis can be database, so historical an e ►� performance. ured for op experienced team is reconfigured optimal p Our exp monitoring M S SQL in-depth D 5 Management Services for Microsoft SQL. OU through on -going team is Monitoring fih Database Manag configuration and upgrading Sentry provides in -dap or "ad hoc' a multitude of services from initial database esig able a performing Services such as installation, n, an odu 0 f DBA team l and cap database and all phases in rely ed• products are also provided and management are and related p products. of sound backup and of the database server so(tw ase features and maintenance o Bents with evaluation of database features and relate p basis. We also assist clients establishment, implementation can also assist with rote a database server recovery policies and procedures in client environments. storage and retrieval mechanisms d a variety of of a ed as core d to E any infrastructur services. In m from web- based to ERP Uently, a performance bottleneck or failure Database servers have emerged on it. mission - critical services ultiple front -end servers. Consequently, (or a a database a v e r c impact the performance of a number of services that rely deal . expertise. database server can imp vitas a great sure that the database is SQL database server requires e but making d and managing a just ensuring high up Effectively monitoring rather than on disk, database server involves not j acach in memory that the different database caches are tuned to service requests Monitoring a eat enough- uffe e rform and sort ope etc. optimized for p h buffers to p. rovtdes the that that the database has enough are evenly distributed across the different data files, o ffers p crag monitoring that the database attar The pre -built MS SQL monitoring and management model that Sentry customer end to end management support. 13 oral. a P presidia Confidential and Proprietary Use or disclosure of information contained on this sheet is subject to the restriction on the disclosure page of this proposal. I:'s' sQL Sar+) F 1 ! 1211 4S SQL Dotabc,cc r Eh [iSs ?r1cr5 Stp_tt'r_s r i �, 'r 1 N'`-• 3 sei..lrr j --- , rah Window!: '.e Yi_E r" An iriti i1 Pt_re, , 1 - '` 1 _ Tcp .._ ., ___..r T ' rer,.r,r I M I OP Or.2 tine S, etarn r Parameters under Sentry Monitoring for MS SQL Server O External monitoring of server availability and response time for a typical query; Key metrics of SQL server health including various caching hit ratios, page read and write rates, pending transactions, locking rates and wait time, memory usage of various components such as optimizer, locking subsystem, usage of the server's buffer memory, space usage of the SQL databases, etc. Monitoring of the server CPU usage, tracking number of running processes in the SQL server, and analysis of what queries the running processes are executing Monitoring IIS Web Servers Internet Information Services (IIS) is a powerful Web server that provides a highly reliable, manageable, and scalable Web application infrastructure for Windows servers. NOC Monitoring Enterprise offers a specialized IIS web server model for monitoring an IIS web server. The below figure depicts the model used by the monitoring Enterprise suite to monitor an Internet Information Server. The Operating System, Network, and TCP layers of an IIS web server model are similar to that of a Windows Generic server model. e al Web Tr.anscctions r 'Net) Sit' r . ai6:b : -;, er Fit O il Wirdov:!s. Ser':ic2. ____— 1 - .ippli�li io PrC ct: :: es r � 1 r W.i. Dr k i --- - - -.. - -- p�r�ti. -q ' tcil r - - 14 Presidio Confidential and Proprietary Use or disclosure of information contained on this sheet is subject to the restriction on the disclosure page of this proposal. Parameter forllS�.x 5.x, 6•x under NOG Monitoring from external location FITTt'll- ITTI'S Server availability and response time monitoring o protocol in interval measures of connection and request rates handled by ol emulation. m Web sere statistics of g error responses, onses, percentage aborts, etc. for the entire serer; the serverr, , percentage of Reporting of similar metrics g for times sit end dual transactionsrusing • the agent's web adapter Monitoring server processing times capability — request and connection rate for individual web offering metrics such as req a transaction, percentage aborts for individual transactions, resp onse time monitoring per the monitoring client emulator to offer transactions; i web servce interactions using • Emulation of multi -step for of the service interaction. availability and response time statistics for each step Servers store" and a Monitoring eoring Active Directory storage system called the "directory p,rectory System Agent A directory service is used locate of beta a deer ory Sery1Ce which is a pr that runs on each mechanism ges t e pri a y fnct o functions the directory sea from the service that that is included nc X c in an domain manages the primary f Active Directory is the abbreviated as DC). provide information about the real entities is a of the domain controller (abbreviate that p specific Microsoft Windows 2000. It printers, applications, databases, users etc. Active Directory domain cants network, like p e rs, the services, files, and distribution lists etc. is associated with one or more domains. It stores information about users, group of users like It rs uters, application ►i a nds is 9 A Live i users lihe the makes t his inf orm comp Active Directory then makes this information available to the users an app sows Act other Windows organization. consumes is an important component of the Windows 2000 environment. Like e Directory Active Directory system's D rctresources are being resorcs applications, its performance can affect the rest of the target rases. areg the administrators to plan for future upgrades. optimization es. t e efforts that sources and the administrator needs to be aware of how much of the of a of the re term. This helps to see the occur. Most o consumed over a long cod way problems when they he/she data gives and administrators a good diagnosing p either directly or indirectly. So Windo mi attempt, aan provides a great way components are to make sure that the target server's performance regularly is necessary Windows 2000 servers and comp dependent on Active Directory oals. monitoring the Active Directory our business and networking 9 AD Seer. The specialized environment is meeting y gamut of metrics provides extensive monitoring support to the Active Directory ( ) Sentry p on health AD s the to server and its underlying of ' dical{ executes a number of tess on the AD server to extract a wide g indicating periodically responsiveness, and overall indicating the availability, resp operating system. • 15 P residia Confidential and Proprietary of this proposal. Use or disclosure of information contained on this sheet is subject to the restriction on the disclosure page Rcp'icati_n Lcr•:Ica r - ; ah !)L Service r g h DC Sery ^r (I* r,pplicstion 4'rocesces sh cal I „• crk Some of the parameters monitored by Sentry are: • Overall health of the Active Directory in terms of schema cache hit ratio, the number of pending requests, the rate of write operations on the directory store, etc. • Key metrics pertaining to the replication activity like the number of replication updates happening on the current domain controller, the number of changes applied to the object properties through inbound replications, etc. • Access Level Monitoring • Active directory Session monitoring Monitoring Blackberry Enterprise Server (BES) Presidio offers a specialized Blackberry model that enables administrators to monitor the BES, and report the status of critical services offered by the server. Each layer of below figure is mapped to a wide variety of tests, each of which reports a plethora of interesting statistics related to the performance of the BES. The monitoring agent collects these metrics by contacting the SNMP MIB of the BlackBerry server. Olackricrcv thee!' '+ J ' arickberr 11:•ph:ai: -.n; �_r Cl,�tl ,arr� +_r i:pA.'Irer mai:.b rrr ` °p rr:, j -- 16 Presidio Confidential and Proprietary Use or disclosure of information contained on this sheet is subject to the restriction on the disclosure page of this proposal. Some of the parameters monitored by Sentry are: • The Blackberry System Layer - The tests mapped to this layer report the overall health of each of the following BES components /services: o The Blackberry Router, which transmits all data to handheld o The BlackBerry MDS, which provides connectivity between BlackBerry Smartphones and enterprise applications o The Blackberry message - handling services, which handle the mail traffic to and from the handheld device o The BlackBerry SRP (Server Routing Protocol) host, which provides BES with information related to the location of handheld devices o The BlackBerry Email System, which ensures that the status of messages on the user desktop and on the user handheld are in sync o The Blackberry Dispatcher Layer: - The tests associated with the BlackBerry Dispatcher layer reports on the overall health of the BlackBerry Dispatcher and also reveal whether or not BES is utilizing licenses optimally. o The Blackberry Applications Layer: - Using the tests mapped to the BlackBerry Applications layer, you can determine the status of mail exchanges between the BlackBerry Messaging Agent and the external mail servers. b r fi i rTri f � • , , ..�. Btaekllerry System :; eacch I All • D B,lar © Blz kB rr` llobileDataser°vire B,lacc k Berry Me.s.=agirig • Bleck t brr ti' ,Stirceer'RoutingPr'otoi;ol Q e..1 ,rkB, err - Email S ystarn,gtatu: The Blackberry users Layer: - The tests mapped to this layer reveal the current status and overall health offthe user accounts registered with the BlackBerry Enterprise server. 17 Presidio Confidential and Proprietary Use or disclosure of information contained on this sheet is subject to the restriction on the disclosure page of this proposal. 5 Sentry Managed Services Remote Access Methods In order to monitor the customer's network, Presidio requires direct access to the customer's network equipment. Presidio employs a VPN router and a server platform deployed to the main customer data center to monitor all covered devices. This provides a secure access method to Sentry Managed Services customer networks. This access model also allows Presidio to minimize utilization of customer WAN bandwidth by ensuring that polling of customer devices and receipt of syslog and SNMP trap data is contained to the customer LAN. Therefore, WAN traffic is reduced only to traffic caused by exceptions detected by the deployed Sentry management appliance, operator troubleshooting or customer reporting. Please note that with Sentry Managed Services, the customer retains full access and rights to its network. Sentry Managed Security Service - In addition to the monitoring appliance listed above, Presidio deploys an RSA EnVision Security Incident & Event Manager (SIEM) appliance for incident & event logging and correlation, compliance and network security reporting. Sentry Managed Data Center Service - Presidio deploys a software agent on the monitored servers to collect various statistics of Server hardware, operating system and application parameters which are critical to availability and performance of the server. These agents will send this data over a secured HTTPS connection to the Presidio Server and Application Monitoring System. This information is useful for proactive management of Server and Application issues. 6 Sentry Provisioning Process Presidio has developed a provisioning process that ensures the smooth delivery of Sentry Managed Services. As outlined in the project plan, Presidio will begin the provisioning process. This process includes the following stages: 1. Information Gathering & Assessment 2. Site Preparation 3. Monitoring Tool Deployment 4. On Boarding System Management 5. Service Kick -off Information Gathering / Assessment o Initial technical and non - technical data gathering including: o A full list of devices which will be supported must be provided. • There are standard device attributes which must be gathered for all levels of Sentry Services. ▪ Device -level detail is greater for Sentry Remote Monitoring and Operations levels of service. o Discussion of specific service level to be applied to the devices covered by Sentry o Discussion on specific system and application services to be covered o Discussion of Presidio Sentry remote access method. • IPSec VPN / MPLS for Sentry Remote Monitoring and Operations • Web meeting or Client VPN for Sentry FirstResponse! • Dial -up SEB for Sentry Remote Operations for TDM PBX systems o Discussions of any customer specific security policies. o Authorized contact information. o Customer specific change management process and procedures. o Customer specific notification information and instructions. 16 Presidio Confidential and Proprietary Use or disclosure of information contained on this sheet is subject to the restriction on the disclosure page of this proposal. o Site contact information for each physical location which houses a managed component. o Other customer specific procedures. Site Preparation U A physical site audit: include: sical conditions o A site audit may of `he phY • A walk -thru inspection of facilities to verify the integrity of managed components. • Gathering of asset information. ▪ Confirmation of topology (including the creation of Visio diagrams). • Gathering device configurations. persistent or repetitive issues with the • Discovery via interview of IT staff for any p managed network/Server infrastructure. and Normal category for SLA o Discuss and categorize services under Critical, Major m a p p i n g e n d e n c y matrix for all Critical and a each service monitoring o Discover and create service dep o Discuss and ntatizn t on v er on with thercustome and P esidio Professional services o Initial Sentry documentati e► and /or the assigned Presidio Project age based on the information provided. o This is a fact checking Monitoring Tool Deployment • Hardware and software licenses required to provide services are ordered o Hardware and software d hiip ped to the primary o the dentfoestaustomerlocation will be • Deployment of Sentry Manage accomplished either by — 1. A NOC engineer dep to Y ed to physically install the Sentry platforms, staff to physically deploy the Z. A NOC engineer engaging with n the preconfigured and shipped to the customer data center. Sentry platforms, that have been preconfigured boarding System Management support systems Asset discovery of managed components and data load to gathered, device information (Le. IP addresses and o Based o the i n t ai s tech s) will btea loaded into Sentry network and systems management SNMP co the d Sentry platforms to perform the initial discovery. tools installed on the e deployed onent. o Test and accept each Managed Comp o This may include: • Confirmation that discovered devices is consistent with the list of devices for which Sentry is providing service. • Confirmation of the current availability state of the device • Confirming login access credentials • Confirming SNMP communications to managed equipment • Confirm out of band access (if applicable) s (i.e. identify significant devices that may not • Confirm topological relationship (• impact service delivery) have been previously disclosed, backups w re successfully completed for all • Confirm that initial configuration onents. applicable managed comp parameters as per best practices or customer • Configure thresholds for various monitoring p specifications. parameters • Configure Alert Notification to Remedy ® Load asset and support 19 Presidio Confidential and Proprietary of this proposal. Use or disclosure of information contained on this sheet is subject to the restriction on the disclosure page • Build appropriate service levels in Remedy o Build customer specific run-books and place on the Managed Services internal suppori site. o Build customer reporting package and template o Schedule quarterly service review meetings in Change Management Service Kick -off • Customer acceptance and kick -off meeting o Confirmation of data or discussion of any discrepancies found, during the asset discovery stage. o Discussion of any implementation project dependencies, including phased transition of newly deployed assets to Sentry Managed Services. o Confirmation of support level applied to each managed component. o Provide a copy of the customer run book created. o Provide comprehensive contact list o Plan for quarterly review meetings o Provide a copy of the Sentry Welcome Letter and engagement procedures o Provide a copy of all documents used in the NOC to provide service (collectively known as the Sentry Welcome Package) o Period of performance begins. 7 General Presidio Sentry Support Process — An ITIL Model Presidio Sentry Managed Services operates within a defined ITIL Best Practices framework for incident, problem, event, change, release and configuration management. The ITIL certification and on -going audit processes comprise rigorous standards to ensure the effective and comprehensive tracking and resolution of IT Service issue management processes. Authorized customer personnel in collaboration with Presidio personnel are empowered to assess an incident according to both its impact and urgency, and to determine the appropriate priority level in the context of the business operations of the customer. This flexible approach allows Presidio Sentry Managed Services to be responsive to customer incidents. Additionally, Presidio Sentry Managed Services employs a closed loop collective process ensuring that incidents are not closed without customer approval. 20 Presidio Confidential and Proprietary Use or disclosure of information contained on this sheet is subject to the restriction on the disclosure page of this proposal. Sample Support Process Flow r i — i Acknowlege Alarm \ ___ __Y.. Cartier Open Incident Perform additional I troubleshooting & Perform initial analysis. Escalation Equipment troubleshooting & to internal Manufacterer ,._ _ 1° & 2' level NOC - - -- or external I documentation. will resource. engineering Notify customer escalate to next within 15 minutes level within 60 ' minutes. Seek update from Implementation Project Manager incident owner. Verify that the impacting issue Provide --Yes - customer update. - -- Is It resolved? - has been resolved. Frequency depends on severity. Customer IT I Change incident Engineer to resolved state. Review incident I details &refocus Notify customer, efforts. has closure approval. 3' level I Presidio Update incident with engineering approval, preferably I written. Change Incident status I to closed. I --- - -- 3' level Presidio NOC \ . I Internal Escalation Policy Once an incident has been recorded by the Sentry First Call Response Center (FCRC), the incident will be escalated sin the following wing priority based matrix Incideni�anci �ithin what exactly came. I Th s u g personnel will be informed of a customer's unresolved escalation process works transparently to our customers. custoers may escalate reported technical issues when the problem is critical to Presidio Sentry Managed Services r Ai to air will not occur within a reasonable timeframe and/or nor mal p normal proe edures are � h estimated . ---_- --- �---�- —. not meeting business goals. , and /or nor - �� . � PRIORITY LEVEL MANAGEMENT LE - - High Medium Low Critical 4 hours Daily 1 hour 2 hours Weekly Supervisor and Problem Management Daily Dire t Sup 2 hours 4 hours Operations Center Weekly As required Director, Network pe 6 hours 24 hours As required Operations As required As required - -- Director, Sentry Op 12 hours — VP, Sentry Managed Services ___ 21 Presidio Confidential and Proprietary page of this proposal. Use or disclosure of information contained on this sheet is subject to the restriction on the disclosure pag P ro P Contacting Sentry Managed Services Presidio technicians staff our First Call Response Center (FCRC) 24x7x365 —We do not outsource to a 3 party call center or paging service. Sentry customers have three ways to contact us: Phone — our 8001# is answered by a live Presidio Technician o Email — All emails are triaged and replied to by a live Presidio Technician o Web — Customers can initiate service requests through our Web based portal. These requests are received and responded to by a live Presidio Technician Sentry Managed Services Customer Web Portal In addition to opening trouble tickets, customers on the Remote Operations or Remote Monitoring tier of service can open the "dashboard' to view the current status of their covered devices and status of open tickets. Customers may also run basic reports, view customer documents and alerts and see both general and specific announcements. PRESI© p oemitttttvt l mf!AOerd I Serv:c Request I Current [.-anti I Repents I Customer Documents I About Sentry I Welcome to Presidio NOC Portal Presidio's Sentry Managed Services Service Desk. the First Call Response Center (FCRC), is available 24o . . an eocoIatioa point above the FCRC, the Presidio Network Operations Coder(NOC) is also a..allade 24x7.The FCRC will provide incident management for cored equipment. according to contracted service levels. and _ernes as the sings point of tartan for all Presidio managed support s_r.ic The FCRC's goal is to resolve incidents as quickly and efficiently es possible 'while maintaining regular communications with identified etakeholders throughout the pro:0ss Additionally. the Presidio Sentry incident management process is a closed -loop carman* p• aces, which affords the customer en opportunity to approve final incident closure when Presidio belie...es the incident has been tesoh•i • General Announcements Customer SpeUflc AnounCements 210 1.1501- tvdmnc to Me Sentry Menaced Services Customer Porten Therese taaelty no attire announcements. ire Sertry honked Semees pa pmudes tie tusbmert wm -y er eJnw oaba ufoua•e awn:ana Warw., rummt al ae,asMooed as mors >dM• =. dowel Sentry Mm.:Wants oe Ca'm Tat dl's speaoup'Jates. If you lox any moblo• +w Ataware }xdna ula ueWe. pea. semi d H, » ____._ send ter. a .a st do. can. Thank Inc For amoary0rood llern.sed Salute rat your =raged I ' cents povtiar. I1;iin:c.s t c'.�_,a ,art• :.. _ +t.hi I Dra.rr — -- 1lrnedunls • t J ea kb.. __. _ _ —_ • L Pa Oa v :!s L:dr i.�,e I bone:eltl -)Rats MO le I Mortar . Fdedt t 1 l n .11�YUlws 4 •'� r 11. 1 1 ,.x.:„ + :10 Am rib .r :.v.y „•.r-'e et.- n.+Mn s l Funds 1 amthesSrocro wrcttysmmy n., —_(i ltar a ? :d',•a.Jl lickwookr ▪ m_v ■as,.w.r.:ua eel I , - — ...— `__..... .... _. ..._ ne wets i ■<a. ■n.ra : <.nri i NY A ' ✓ s -ova i j i •;y.,rr. - r � a -t Parrs -,. atn SI • <.., _ ore .a. ro , . i i - ■:.• - ta • :� :. or.. u.l �f i 'Reset _ PeM4 nasr btu' (u. 1!s.;} ,11 1 0 It )I InGwi mnaego 1l 6 4 1 4 I?ttbtnl ul,nJMSMOM SUedet • • • 1 I,.ir: lit •r•.F ./ , 1 rr q '.std 1 .r :11 I ' I I I!.V!.V. �•. ., :! • _0. V.e•i .e .::X ;,.rl .4! :n1113! :Jr n:J tl (11_re : , I :, Ian:41 1`:iCFll li<Sm I n'•J :nin.). . : :.,1 'd•i.tri 19 5111, :ne ?n, • I. Pi: ir 1 t . ra T . - -i i4091d5i 11 i •, I — I 5 •aJt. Y at:va!Alab :':,.:s ;id _Mks., lLla ,FDSIF1141 sou.n • .litf-il s1 : 0pslequect By Moos pyn5on0sEn Mem .. _._..____.__. _. _. _. �hhx d.unp'[P F IRGooe.: i =g -oa }.,y3'.1 • ,l l I ( r .p, r. '•t,.er.2 j lo_�d;•v lgla 19 0011110 0 1 le *, •bled. N)..0i :g J ' ue:al le! • I _ 22 Presidio Confidential and Proprietary Use or disclosure of information contained on this sheet is subject to the restriction on the disclosure page of this proposal. • • • 8 Proposed Sentry Managed Services Pricing The following is a budgetary quote based on the assumptions made during the initial meeting with City of Longwood representatives and subsequent communications via phone and email. Below is a list of these general assumptions (. As City of Longwood reviews this proposal and associated pricing, Presidio would welcome the opportunity to further discuss the requirements and confirm our understanding and assumptions, or make adjustments to the scope and or budget to be inline with City of Longwood's final goals and objectives of this engagement. The budgetary quote below is calculated based on type and quantity of specifically covered devices. Changes to the managed device environment may affect pricing. Enabling features not currently in use or making significant (> 2 hours) configuration changes may be outside the scope of Sentry Managed Services. Pricing is good for 60 days. Total devices under management: 29 devices, 130 phones SENTRY MANAGED SERVICES AMOUNT I — SENTRY REMO I E OPERATIONS - DATA, VOICE, NETWORK INFRASTRUCTURE 1 Year Agreement - Annual Fee $33,887.00 3 Year Agreement - Annual Fee $30,119.00 Remote Operations One -Time Service Setup Fee $7,500.00 One -Time Sentry Service Take On Fee $1,910.00 SENTRY MANAGED DATA CENTER SERVICE - SERVER AND APPLICATIONS 1 Year Agreement - Annual Fee $30,060.00 3 Year Agreement - Annual Fee $28,344.00 One -Time Sentry Service Take On Fee $3,233.00 TOTAL BUDGETARY QUOTE: $71, 106.00 General Assumptions: 1. VMWare software is used for hosting and running virtual servers 2. Each virtual server represents one server image 3. All the database servers are assumed MS SQL 4. All the servers are covered for 24x7 monitoring and management with the SLA for 15 minutes of response and 2 to 4 hours of resolution for critical incidents. 5. Applications covered under the monitoring and management scope are attached 6. City of Longwood will permit installation of monitoring agents on the servers covered in the scope 7. Presidio will provision and City of Longwood will permit MPLS connection between Presidio NOC and City of Longwood data center for monitoring and management 8. All storage equipment is IP enabled over the main network for monitoring availability & performance 23 Presidio Confidential and Proprietary Use or disclosure of information contained on this sheet is subject to the restriction on the disclosure page of this proposal. 9 Sentry Managed Services Agreement This Sentry Managed Services Agreement ( "Agreement ") is entered into on this August 27, 2010 by and between Presidio Networked Solutions, Inc., with offices at 5337 Millenia Lakes Blvd., Suite 300, Orlando, FL 32839 ( "Presidio ") and City of Longwood on behalf of itself and its affiliates, with offices at City Hall, 175 West Warren Ave., Longwood, FL 32750 ( "Customer"). In consideration of the mutual covenants and conditions herein contained, and other good and valuable consideration, receipt and sufficiency of which is hereby acknowledged, the parties hereto: 1. Customer Information: City of Longwood POC: Craig Dunn Customer Company: Y POC Phone #: 407 -260 -3440 175 West Warren Ave. Billing Address: City Hall POC E -Mail Address: cdunnt longwoodfl.org Longwood, FL 32750 2. Scope: Presidio shall provide the Services as defined in Section 3, with respect to the software ( "Software ") and /or related hardware ( "Hardware ") (collectively the "Equipment ") referenced in Section 4, subject to Presidio's acceptance of such Equipment as eligible for Services coverage pursuant to Section 8. 3. Type of Coverage, Coverage Period and Service Charges: STANDARD SENTRY SERVICES COVERAGE PERIOD SERVICE INVESTMENT Annual Fee: $58,463.00 Sentry Remote Operations 3 Years (Invoiced Quarterly) l Fee: Sentry Managed Data Center Optional Sentry Services Estimated: Oct 1, 2010 to Sept 30, 2013 Optional & Non - Recurring Fees Actual Coverage Period: Year 1 Cost: $71,106.00 Year 2 Cost: $58,463.00 Initials: / Year 3 Cost: $58,643.00 Total investment for Year 1: $7'1,106.00 4. Covered Equipment and Billing: The equipment covered rates used to derive the Services Fees for the original contract under this Services Agreement is listed below on Attachment 1 configuration. "Equipment List." 5. Term: The term of this Agreement ( "Term ") shall commence Billing: The Total Services Fees (less applicable multi -year on the Actual Coverage Period Start of Service Date as stated in discount if specified above) will be billed in advance quarterly, or Section 3 ( "Effective Date ") and continue in effect through 36 in equal annual installments. Multi -year discount, as specified, is months additional t hee ( h u rea ter the fed in williren renew as granted in consideration for the multi-year commitment by bit days Customer hereunder. In the event of an early termination of this prescribed re bed in S e has the option to discontinue er with this contra after Agreement for any reason (other than a material breach by Presidio), Presidio shall be entitled, without limiting its other the first 12 months with (60) days written notice with adjustment remedies under this Agreement, at law or equity, to recover an to pricing as stated in section 4. amount from Customer representing the difference between the discounted Services Fees paid by Customer and the non- 6. Customer Responsibilities: Customer shall grant Presidio discounted Annual Services Fees that would have been full and free access to the Equipment at all times during the applicable in the absence of the multi -year commitment, prorated Ted incl all require access ssgs,f credentials passwords, g et f the period of time the contract was in force. Customer's selecting one of the monitoring tiers of service shall Note: Prior to commencement of Services, the Software and provide Presidio with at least one publicly routable IP address for Hardware configuration will be verified by Presidio. If the monitoring VPN connectivity and one IP address for the Presidio configuration cannot be verified via remote access, an on -site monitoring collection station. Customer shall provide all pertinent audit may be performed at Presidio's discretion. Customer shall network diagrams and documentation. Customer shall provide bear the expense of the on -site audit, which shall be billable at an up -to -date list of authorized contacts and escalation Presidio's standard rates under the purchase order issued by information, including third -party vendor contact information, Customer pursuant to Section 6. Should this verification process letters of authority, maintenance schedules and device indicate a change from the original configuration identified by configurations. Customer shall ensure that the Equipment meets, Customer, the Services Fees set forth above will be adjusted at all times, the manufacturer approved configuration accordingly utilizing the applicable Presidio rates. Thereafter the specifications. Customer shall ensure that the version of Software and Hardware will be reviewed ninety (90) days prior to Software to be covered under the Services is manufacturer's the start of each coverage period on a multi -year Agreement to most current generally available release. Customer shall provide verify the Equipment configuration. Should the review indicate a Presidio with the necessary remote access (e.g., via modem, change from the original contract configuration, the Services VPN) to the Equipment. Fees will be adjusted accordingly utilizing the same Presidio 24 Presidio Confidential and Proprietary Use or disclosure of information contained on this sheet is subject to the restriction on the disclosure page of this proposal. Immediately upon, or prior to, execution of this Agreement, writing by facsimile at (301 -313 -9891) and confirmed by prepaid Customer shall issue a purchase order to Presidio for purchase United States certified mail, return receipt requested, or of the Services hereunder. Presidio will have the right to overnight receipted courier, to Attn: General Counsel at the withhold performance of the Services until such time as a address first set forth on page 1, and to Customer at the address purchase order, issued in conformance with the terms and set forth in Section 1. Any notices given pursuant to this Section conditions of this Agreement, is provided by Customer. Presidio 11 shall be deemed to have been received, in the case of will reference such purchase order number on all invoices certified mail, on the date of receipt as evidenced by the U.S. submitted to Customer pursuant to this Agreement. Any Postal Service return receipt card, and in the case of overnight preprinted terms and conditions on Customer's purchase order courier, on the next business day after sending, unless form which are in addition to or in conflict with the terms and documented otherwise by recipient. conditions of this Agreement shall be null and void, even if acknowledged in writing by Presidio. 12. Assignment. Customer may assign or transfer this Agreement or any rights or obligations hereunder upon the 7. Payment Terms: Presidio will invoice Customer for the written consent of Presidio. Such consent shall not be charges specified in Section 4 and any other amounts owed to unreasonably withheld. Presidio pursuant to this Agreement. All payments shall be due net thirty (30) days from the date of receipt of Presidio's invoice. 13. Warranties, Remedies and Limitations of Warranties and All amounts past due shall bear interest at the rate of one and Remedies and Disclaimers of Warranties and Liabilities: one -half percent (1.5 %) per month or such lesser rate as may Presidio warrants that the Services will be performed in a good be the maximum permissible rate under applicable law. In and workmanlike manner in accordance with applicable addition to the charges due for the Services or otherwise professional standards. THE WARRANTIES PROVIDED hereunder, Customer shall pay or reimburse Presidio for any HEREUNDER ARE IN LIEU OF ALL OTHER WARRANTIES, taxes, duties, fees and /or charges resulting from Presidio's GUARANTEES OR CONDITIONS PERTAINING TO THE performance of this Agreement which are levied by any taxing or SERVICES, WRITTEN OR ORAL, STATUTORY, EXPRESS OR other goveming authority, except for taxes based upon Presidio's IMPLIED, INCLUDING ANY WARRANTY AS TO net income. MERCHANTABILITY OR FITNESS FOR ANY PARTICULAR PURPOSE, AND THE PROVISIONS HEREIN SHALL 8. Acceptance of Covered Equipment: Presidio reserves the CONSTITUTE PRESIDIO'S SOLE OBLIGATION AND right to inspect Customer's installation site with respect to the LIABILITY AND CUSTOMER'S SOLE REMEDY FOR BREACH Equipment and /or to verify remote access capability at any time OF WARRANTY. PRESIDIO SHALL NOT BE RESPONSIBLE prior to commencement of the Services for the initial Term or any FOR ANY WARRANTY OFFERED TO CUSTOMER BY ANY renewal of the Term. Presidio will advise Customer of any OTHER PARTY. IN NO EVENT SHALL PRESIDIO BE LIABLE condition which would render the Equipment ineligible for the FOR ANY INCIDENTAL, INDIRECT SPECIAL OR Services hereunder. Customer shall be responsible for CONSEQUENTIAL DAMAGES RELATING TO BREACH OF correcting, at its expense any such condition prior to Presidio's WARRANTY. providing the Services. 14. Force Majeure: Neither party shall be responsible for 9. Service Limitation: The parties recognize that from time to delays or failures in performance resulting from fires, time maintenance and support services may be requested by government requirements, act of God or other causes beyond Customer which falls outside the scope of this Agreement. The the reasonable control of the party whose performance is parties shall discuss any such requested out -of -scope services affected, and upon giving prompt notice to the other party such and shall negotiate in good faith the price and other relevant affected party's performance shall be suspended during the factors, terms and conditions governing the requested services. continuance of any such causes. Maintenance and support services considered outside the scope of this Agreement include, but are not limited to, the following: (a) 15. Limitation of Damages: EXCEPT FOR PRESIDIO'S correction of errors not attributable to Presidio or the LIABILITY ARISING UNDER THE INDEMNIFICATION AND Manufacturer; (b) electrical work external to the Equipment; (c) CONFIDENTIALITY PROVISIONS OF THIS AGREEMENT installation, de- installation, reinstallation, or relocation; (d) PRESIDIO'S ENTIRE LIABILITY UNDER THIS AGREEMENT, supplies, accessories, or attachments; (e) no fault found ARISING OUT OF THE SERVICES OR FROM PRESIDIO'S (problem with equipment not provided by Presidio and /or not NEGLIGENT OR OTHER ACTS OR OMISSIONS, SHALL BE covered under this Agreement). In addition, Presidio does not LIMITED TO THE CHARGES AND FEES FOR THE SERVICES guarantee performance for Sentry Monitored customers if remote GIVING RISE TO THE CLAIM. REGARDLESS OF THE LEGAL access to the Equipment (e.g., via modem, VPN) is not provided OR EQUITABLE BASIS OF ANY CLAIM OR OF ACTUAL by Customer. NOTICE, NEITHER PARTY SHALL BE LIABLE FOR ANY INCIDENTAL, INDIRECT, SPECIAL OR CONSEQUENTIAL 10. Conditions of Service: Notwithstanding anything to the LOSS OR DAMAGES. contrary in this Agreement or elsewhere, Presidio will not be obligated to perform any Services required as a result of defects 16. Default: In the event of any material breach of this not attributable to Presidio or the Manufacturer but which are as Agreement by either party which shall continue for thirty (30) or a result of (a) improper use or maintenance of the Equipment by more days after written notice of such breach (including a Customer (including, without limitation, operation of Equipment reasonably detailed statement of the nature of such breach) shall outside the environmental parameters defined in the applicable have been given to the breaching party by the aggrieved party, Manufacturer documentation for such Equipment), (b) improper the aggrieved party shall be entitled at its option: (a) if the operation of the Equipment with other equipment used by aggrieved party is Customer, to suspend its performance under Customer, where such problems are not attributable to Presidio, Section 7 for so long as the breach continues uncorrected; (c) Equipment or any component thereof which has been and /or (b) if the aggrieved party is Presidio, to suspend subjected to any kind of detrimental exposure or has been performance of all of its obligations under the Agreement for so involved in any accident, fire, explosion, or Act of God, or (d) any long as the breach continues uncorrected; and /or (c) to avail other cause not attributable to Presidio or the Manufacturer's itself of any and all remedies available at law or equity, whether Equipment or not it elects to suspend its performance under Section 10(a) or 10(b), as applicable. 11. Notices: Notices, authorizations and other official communications under this Agreement shall be transmitted in 25 Presidio Confidential and Proprietary Use or disclosure of information contained on this sheet is subject to the restriction on the disclosure page of this proposal. 17. Subcontracting: Presidio reserves the right to subcontract Agreement to any third party (other than its parent or an affiliate) such portions of the Services to subcontractors of Presidio's without the prior written consent of the other party. Neither party choice as it deems appropriate, provided that no such shall publish or use any advertising, sales promotion, press subcontract shall relieve Presidio of primary responsibility for releases or publicity matters relating to this Agreement without performance of such Services. the prior written approval of the other party. 113. J el- nifification: Each party chall indemnify the other with 21. Applicable Law: The rights and obligation of the parties respect to any third party claim alleging bodily injury, including and all interpretations and performance of this Agreement shall death, or llama: - _ - - - - . , . - - - cnt cuch injury be governed in all respects by the laws of the State of Florida, or damago is c . - -: - - - = - - -- : ". _ • : - - except for its rules with respect to the conflict of laws. : - -• •' • ' • : - _ - : • _ _ _ - -- - - : - - :. its defence. The 22. Waiver: Failure by either party to require performance by p_- : -' -: ' -: -• -' : : : :- the other party or to claim a breach of any provision of this settle •• - - : - _ • -, :. : :: - : '•• - : : -e Agreement will not be construed as a waiver of any right - •' -- - - • •- : -rty must pay all accruing hereunder or of any subsequent breach, and will not litig ': - _: : - _ : - _ : - - ' : _ •• - • affect the effectiveness of this Agreement or any part hereof, or and any damages a■orded; provided, however, that this shall prejudice either party regarding any subsequent action. not bo conctrucd to require the indemnifying party to rcimburzo atto - - - - - -- - - - - '- domnifled party incurs, 23. Invalidity: If any provision of this Agreement is held invalid, either to fulfill its obligation to cooperate or to monitor litigation the remaining provisions shall continue in full force and effect and the parties shall substitute for the invalid provision a valid provision which most closely approximates the economic effect 19. Independent Contractor: Nothing in this Agreement shall and intent of the invalid provision. be interpreted or construed so as to create any relationship between the parties other than that of independent contracting 24. Duplicate Originals /Counterparts: This Agreement may entities. Neither party shall be authorized to obligate bind or act be executed in two or more counterparts, each of which shall be in the name of the other party, except to the extent Presidio is deemed an original, but all of which together shall constitute one expressly authorized to do so on the face of this Agreement. and the same instrument. Execution of this Agreement at different times and places by the parties hereto shall not affect 20. Publicity: Unless required by law, neither party shall the validity hereof. disclose the existence of, or any term or condition of, this 25. Entire Agreement: This Agreement constitutes the entire Agreement between Presidio and Customer with respect to the subject matter hereof and supersedes all previous negotiations, proposals, commitments, writings, advertisements, publications and understandings of any nature whatsoever and in any manner whatsoever relating thereto. No agent, employee or representative of Presidio has any authority to bind Presidio to any affirmation, representation or warranty is specifically included within this Agreement, it shall not be enforceable by Customer or any assignee or sub - licensee of Customer. Any terms and conditions on any Customer purchase order form or other document issued by Customer to implement this Agreement which are in addition to or in conflict with the terms and conditions of this Agreement shall be null and void, even if acknowledged in writing by Presidio. No charge, amendment or modification of this Agreement shall be effective unless made in writing and signed by the authorized representative of both parties. Regardless of the terms and anything to the contrary contained in the contract, it is a express contingency of the City Commission's approval and the City's execution of the contract, that the City's payment and performance obligations under the contract for each and every fiscal period beyond the fiscal period when the contract is executed shall be subject to discretionary annual appropriation by the City Commission of funds therefore. When funds are not appropriated or otherwise made available to support the continuation of payment and performance in a subsequent fiscal period, the contract shall be deemed terminated on the last day of the fiscal period for which appropriations were made, without further cost, penalty or obligation to the City. IN WITNESS WHEREOF, the parties hereto have caused this Agreement to be executed by their duly authorized representatives. CITY OF LONGWOOD PRESIDIO NETWORKED SOLUTIONS, INC. BY: BY: Name: Name: Title: Title: Date: Date: NOTE: Please also sign and return the Letter of Agency- Attachment #3 26 Presidio Confidential and Proprietary Use or disclosure of information contained on this sheet is subject to the restriction on the disclosure page of this proposal. Attachment 1 — Sentry Managed Services Covered Customer Equipment List Insert data, or reference a filename and location containing Customer Equipment covered under this Sentry Managed Services A. reement MODEL DESCRIPTION QTY Cisco 2611 Router 1 Cisco 79XX VolP Phone 130 Cisco 3560 Closet Switch 9 Cisco ASA 5520 Firewall 1 Cisco ATA186 Voice Gateway _ 5 Cisco 28XX Router 2 Cisco 851 Router 1 Cisco 3750 Closet Switch 2 Cisco CE500 Closet Switch 2 AIR AP1121 Access Point 2 AIR BR350 Access Point 1 EqualLogic SAN Device 1 DATA CENTER APPLICATIONS UNDER MANAGEMENT: APPLICATION DESCRIPTION OPERATING SYSTEM QTY Tier 2 Support VMware Host Microsoft HW 8. OS 5 $1,725.00/month EMC AX4 I Microsoft HW i:. OS 1 ., $780.00 /month - - Attachment 2 — Letter of Agency August 27, 2010 "effective date" To Whom It May Concem, Subject: Letter of Agency The undersigned, City of Longwood appoints Presidio Networked Solutions as agent (the "Agent ") with respect to the following: • To access and utilize all features and benefits of active maintenance, support or equipment manufacturer agreements City of Longwood has purchased from you. • To order changes in and maintenance on, carrier circuits related to the Presidio Sentry Managed environment to allow Presidio to restore service or improve performance problems with carriers. • To dispatching field maintenance technicians to service equipment, if any, under active maintenance, support or equipment manufacturer agreements City of Longwood has purchased from you. • Other. You may deal directly with the Agent on all matters pertaining to the issues set out above and should follow the Agents instructions with reference thereto. This authorization will remain in effect until further notice. Sincerely, Customer Signature Customer Namertle (Please Print) Attachment 3 — Managed Services Acknowledgement The below signature signifies that an authorized member of the Presidio Sentry Managed Services, Service Delivery Team has reviewed this Sentry Managed Services agreement and acknowledges the stated deliverables and conditions. Manaaer, Service Delivery Presidio Sentry Service Delivery Acknowledgement Title Date 27 Presidio Confidential and Proprietary Use or disclosure of information contained on this sheet is subject to the restriction on the disclosure page of this proposal. Presidio Networks Contract Executive Skimrary cl._ _heeds , 'S IT needs and infrastructure has increased. However, Each year the City's technology o i (IT) disciplines and the size of our :- ffin levels have remained stagnant since bringing on our one staff staffing Considering the multitude of Information TeC11i�oec�afists on 5'ta•if at this time. However, we upon the needs of the City at any i organization, it is not feasible to have multiple I l specialists ending I still need access to IT specialists on a limited basis depending one time. t'residio Networked Solutions can provide access to these resources when we need them. ort the of the So, to support to actively monitor the datacenter• City's datacenter is crucial to the operations and mission of she City. The Coy/ lace mission of the City we must have resources in p Solutions can fill this rote for the City. The vendor can monitor and manage Presidio Networked Solute 1 and phone system. the City's servers, storage area network, networking Revere Group has performed these professional services for Since fiscal year 2007 The Pie to change our vendor to P For fiscal years 2011 through 2013 we are seeking �" Solutions. i , r s E �penditures (4) fiscal years for technology for the past four O f We have contracted with The Revere Group emen't of the services. The chart below reflects previous expenditures for outsourced manag City's datacenter• $85,000 — _____ $80,000 chart belo - - -_ —_ $70,000 ---__ — — — $65,000 - - - - -- ._— $60,000 — •--- °— _-- __----- - ----- _ _ Fiscal Year $55,000 Fiscal Year Fiscal Year 2010 Fiscal Year I 2009 — —79-38-01] 1 I 2007 2003 ---- __ —_ —_ _.__ __ - -- 67,260 $, $67 260 $ I I Am__ $66,44 __ , _:.._________11-_ — — — Proposed Expenditures For fiscal years 2011 through 2013 we are seeking to change our outsourced technology vendor from The Revere Group to Presidio Networked Solutions. The new vendor has provided costs for the three (3) years of the contract we are seeking to enter into. The costs are listed in the chart below. $80,000 - - -- $70,000 $60,000 - - -- -- — — �-� $50,000 - - -- - -- — — - - -- — — — -- $40,000 - -- -- — -- -- — — — — - -- — $30,000 r — - -- — — — - -- -- $20,000 — — — - - -- — -- — -- — $10,000 -- -- — — — — — -- $0 -- - --- — -- - - - - -- — Fiscal Year 2011 Fiscal Year 2012 Fiscal Year 2013 L - $71,106 $58,436 $58,463 What were the outstanding issues after the first reading of Ordinance 104943 and how were they addressed? 1. The City Attorney did not see language in the contract addressing non - appropriation per City Code Section 62 -72. We engaged the vendor and they added a non - appropriation clause to their contract. The clause can be found in Section 25 of the contract. 2. The City Attorney had an issue with Section 18 of the contract. The section was an indemnification clause that required the City to indemnify Presidio Networked Solutions and did not provide for a limitation of that indemnification to the sovereign immunity limits. We engaged the vendor and they struck Section 18 from the contract in its entirety.