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RFP – 23 – 26 -Request for Proposals (RFP) – Competitive Contracting Information Technology (IT/MIS) Support Services - ADDENDUM TO RFP DOCUMENTS
BID #: RFP 23-26
ISSUED: 1/4/2024
DUE: 1/10/2024
VALUE: $80,000
100
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Executive Summary
This document is Addendum #2 to RFP 23-26, issued on January 4, 2024, for Competitive Contracting Information Technology (IT/MIS) Support Services. The addendum provides clarifications to 47 vendor questions regarding various aspects of the required services, IT infrastructure, and administrative requirements. Key details include expectations for Tier 1, 2, and 3 support, integration with the City's Atera RMM ticketing system, and a definition of 'significant computer downtime' as exceeding two hours.
The document clarifies the City's current technology environment, such as existing Datto backup services, hardware age, and security stack (Trend Micro). It also addresses vendor qualifications, insurance requirements (proof needed upon submission), and the current contract details. The estimated budget for this RFP is $80,000.
Proposals are due by January 10, 2024. The addendum confirms that no further RFI/questions will be accepted at this time and that there are no other changes to the RFP documents.
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COVID-19 RESOURCES FORMS ALERTS 311 CALENDAR & EVENTS NEWS CITY DIRECTORY Opportunities Home o Departments o Access Board RFP – 23 – 26 -Request for Proposals (RFP) – Competitive Contracting Information Technology (IT/MIS) Support Services - ADDENDUM TO RFP DOCUMENTS RFP 23-26 | RFP Description CITY OF HOBOKEN ADDENDUM TO RFP DOCUMENTS RFP – 23 – 26 -Request for Proposals (RFP) – Competitive Contracting Information Technology (IT/MIS) Support Services This Addendum # 2 dated January 4, 2024, is issued to modify the above-mentioned RFP, and is hereby made part of the RFP documents. Please attach this Addendum #2 to the original documents in your possession and ensure same is included in your proposal. This addendum includes: Q1. What are the expected service level objectives / agreements around maintenance and support? A1. Vendor would be expected to respond to tockets withing two hours. Q2. What is the current ticket / incident management system? A2. Current system is being implemented through Atera RMM. Q3. Does the City expect the vendor to integrate, use the current system, or should the vendor supply a ticketing system? A3. The City expects the vendor to integrate to our system. Q4. Is the vendor expected to offer Tier 1 (direct end-user) tickets in addition to Tier 2 and Tier 3 tickets? A4. The vendor is expected to provide Tier 1,2 and 3 support as needed. Q5. What is the current ticket count per day? A5. Metric is not currently tracked and estimate would be 12 tickets per day. Q6. Does the city have a breakdown of ticket / incident severity e.g.: P1, P2, P3 A6. Severity will be tracked within Atera upon complete implemantion Q1 2024. Q7. Datto provides many types of backup services. Please indicate which of the following Datto Services are used by the City: (1) Endpoint Backup for Servers (2) Endpoint Backup for PC's (3) Backup for Microsoft Azure (4) File Protection (5) SaaS Protection A7. (1) Endpoint Backup for Servers (2) Endpoint Backup for PC's Q8. Please provide details on the types of backups, appliances, and estimated size of dataset. A8. 3.8 TB across 11 Servers and 5 high value users PC’s Q9. How many dedicated Full Time Employees are currently allocated the City by the incumbent? A9. 500 Q10. Does the City have Hardware Support for the listed Hardware Devices? A10. The City has hardware support for our Fortinet and Meraki devices. Q11. Can the City provide the inventory of the Networking devices? A11. We currently do not have a inventory list of our networking devices. Q12. What is the plan of action to upgrade or decommission the 2012 / 2016 Servers? A12. No plan of action created yet. Q13. What is the Age of the Hardware? A13. Most desktop and laptop hardware < 3 years. Q14. Is the hardware in warranty or covered under a support contract? A14. Hardware has a 2 year warranty with Dell. Q15. Our organization can provide hardware warranties as an optional component to the bid. Would the city like to see warranty options for existing hardware? A15. No Q16. Does the city have any Apple or Linux-based endpoints? A16. 3 MacOS and no Linux endpoints Q17. Can you elaborate on the type of support required for the software suits? A17. Installation and update related support. Sofware issues are under support contracts with software vendor. Q18. In order to understand the skill level of engineers to properly support the city, can the city provide an inventory of applications with the desired level of support tier? A18. We do not have a full list available primary tickets are related to Office Suite and Adobe Clouds product. Which at minimum Teir 2 support would be required. Q19. What type of Databases? A19. We are no longer running our own database. Q20. What level of support for Databases? A20. N/A Q21. Does the city have a formalized Change Management process? A21. No formalized change management process. Q22. Does the city have a CMDB or other database documenting users, services, devices, and other key IT functions? A22. No Q23. Does the city have a scheduled patching cycle? A23. Varries by department, typically monthly. Q24. Does the city have a software suite that automates, monitors, and reports on the patching status of workstations, laptops, and servers? A24. In process, pending implementation Atera. Q25. In addition to operating systems, Does the patching process address 3rd party applications? (i.e. Adobe, Google Chrome, Java, and other vulnerable applications) A25. In process, pending implementation Atera Q26. Does the city have a formalized vulnerability program actively scanning for vulnerabilities? A26. TrendMicro Q27. Does the Vulnerability Program include penetration testing? A27. No Q28. Does the city have a contract with a managed printing service provider who services printer break/fix, toner, and etc.? A28. Sharp MFP’s are under support contract, local printer are expected to be supported Tier 1 and 2. Q29. Does the city have a remote monitoring and management tool installed across computer and network devices for management? A29.Currently through Splashtop, expanding through Atera RMM pending implementation. Q30. Can the city provide details on the existing security stack including use of Next- generation Antivirus, EDR, XDR, MDR? A30. Trend Micro Q31. Does the city have a SIEM or Security Operations Center product? A31. No Q32. Does the City have a formalized Compliance program aligning security controls with standard industry frameworks such as PCI, HIPAA, FISMA/NIST, and etc.? A32. Hippa and PCI Q33. Does city have or require a software-based networking / Zero Trust solution such as Zscaler or Perimeter 81 that provides security features like Zero Trust, Secure Gateway, Secure Edge, and Firewall-as-a-service? A33. The City is in the process of installing FortiNAC device to establish full zero trust network. Q34. Does the city have a secure vaulting solution to store organizational secrets/passwords/certificates? A34. No Q35. How does the City address email archival, encryption, security, phishing testing, and security awareness training? A35. Emails archival is through Office 365, phising testing and training are done by our insurance provider. Q36. How does the city address mobile device management and BYOD policies? A36. We are in the process of evaluating MDM solutions and currently do not support BYODs. Q37. It is stated in the INTRODUCTION the following: “ensure that there is NO significant computer downtime during normal working hours, generally 8:00AfM to 6:00PM, Monday through Friday” - What constitutes ‘Significant computer downtime’? A37. Significant downtime would be >2 hours. Q38. Differences between Vendor Qualifications VS. Firm Qualifications? A38. That form can be used for vendor qualifications. Q39. Clarification for calculation of ‘Fixed Fees’: a. Daily Charge based upon 52days per year (assuming this is a fixed fee for 1 representative onsite for 1 day per week) b. Daily Charge based upon 104 days per year (assuming this is a fixed fee for 1 representative onsite for 2 days per week) A39. Cost of a daily charge if extra onsite days are requested outside of either 1 day a week or 2 days a week. Q40. RE: Insurance Requirements: a) Is proof of insurance required upon submission of proposal, or before commencement of contract if awarded? b) For Worker’s compensation insurance, our company is a sole proprietorship and works on a contractor basis – of course we can add worker’s comp to our current plan, but wondering if liability insurance can cover for worker’s compensation in any fashion for City of Hoboken. A40. (a) Proof of insurance is required upon submission. (b) If the company is a sole proprietor and also doesn’t subcontract, they can go without workers’ comp; however, if work is on a “contractor basis” it is recommend having workers’ comp coverage. Q41. Understanding that the domain structure will be moved to Azure in the near future, what are geo restrictions for cloud data and requirements to keep storage local? A41. We currently and in the future expect to only operate in the United States Azure regions. Q42. Is this new initiative? If not, please share the incumbent vendor details. A42. Current vendor is Premier Technologies Solutions. Q43. What was the previous spent of this contract? A43. Current contract is $70,000. Q44. Can we get the incumbent vendor proposal copies, please confirm. A44. Yes, we can provide prior proposals, so long as we review/redact any confidential information or proprietary information. Q45. What is the estimated budget of current RFP? A45. Estimated budget is $80,000. Q46. Do we need to submit either actual or sample resumes of assigned staff? Please confirm. A46. Sample resumes would be enough. Q47. Do we need to submit NJ State business registration certificate along with our proposal? Please confirm. A47. NJ State Business registration certificate must be submitted prior to award of the contract. This addendum is posted on the City of Hoboken website to ensure compliance. The City will not accept any further RFI/questions at this time. There are no other changes to the RFP documents as part of this addendum. ATTEST: Date: January 4, 2024 Jennifer Mastropietro, QPA Purchasing Agent CITY OF HOBOKEN ACKNOWLEDGMENT OF RECEIPT OF ADDENDA RFP – 23 – 26 Request for Proposals (RFP) – Competitive Contracting Information Technology (IT/MIS) Support Services The undersigned Bidder hereby acknowledges receipt of the following Addenda: Addendum Number Date Acknowledge Receipt(Initial) Addendum # 1 December 27, 2023 Addendum # 2 January 4, 2024 No addenda were received: Acknowledged for: (Name of Bidder) By: Date: (Signature of Authorized Representative) Name: Title/Position: (Print or Type) RFP See Full Description Apply Online Apply Online timeline Due: 1/10/24 ← Back to Jobs, RFPs and RFQs Page CONTACT INFORMATION Hoboken City Hall 94 Washington St. Hoboken, NJ 07030 (201) 420-2000 (201) 420-2096 HELPFUL LINKS Online Payment Terms Services Departments News Events City Council Contact QUICK LINKS Knowledge Base Events City Council Contact Departments Residents DEPARTMENTS Administration Climate Action & Innovation Community Development / Planning Division of Health Finance Infrastructure Municipal Boards Public Safety Department Transportation and Parking Popular Knowledge Base Services News City Council Events hoboken mayor ravi Bhalla Privacy Policy Website Feedback
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--- Document: Online Payment Terms --- A Fair and Welcoming Community For all online payments, you will be redirected to a SeamlessDocs Form, which utilizes Spreedly.com. The City of Hoboken uses Spreedly as a secure, PCI Compliant, means of processing electronic payments. All online merchants must meet PCI standards in order to accept credit cards. The City has a no-refund policy for electronic transactions. Sincerely, Caleb D. Stratton, AICP, PP, CFM Assistant Business Administrator and Chief Resilience Officer 94 Washington Street Hoboken, New Jersey 07030 OFFICE OF THE BUSINESS ADMINISTRATOR DEPARTMENT OF ADMINISTRATION CITY HALL 94 WASHINGTON STREET HOBOKEN, NEW JERSEY 07030 (201) 420-2000 EXT. 1100 RAVINDER S. BHALLA MAYOR CALEB STRATTON, AICP, PP, CFM ASSISTANT BUSINESS ADMINISTRATOR JASON R. FREEMAN, DIRECTOR OF OPERATIONS
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Jennifer Mastropietro
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First Discovered
Apr 27, 2026
Last Info Update
Apr 30, 2026
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