Guilford County NC MUNIS #20145

Guilford County Information Technology Ticketing, Monitoring and After Hours Call Center (RFP)

The government buyer is Guilford County Purchasing Department, located in Greensboro, North Carolina. The awarded services include monitoring of approximately 250 physical servers, 185 switches, and 355 access points for up/down status and resource usage, an after-hours call answering service for critical calls, and a ticketing system for up to 65 staff users. The ticketing system must support email-based ticket creation and routing, and include setup, training, and ongoing updates. The contract requires flexibility in monitoring thresholds and notification procedures, with the provider responsible for contacting emergency on-call staff when systems are down. The contract term is initially three years with two optional one-year renewals, totaling up to five years. The awarded provider must supply all necessary monitoring appliances and provide 8 hours of after-hours phone answering service per month, with pricing for additional hours. No subcontractors are allowed for monitoring or ticketing services. The provider must disclose the ticketing system name and the number of technical staff supporting the services. MWBE participation goals are aspirational at 15%, with a subcontracting goal waiver granted for this bid. The place of performance is Guilford County, NC, with services supporting county IT infrastructure. The contract includes detailed submission and evaluation requirements, including mandatory pre-proposal meetings and electronic bid submission through the county's Vendor Self Service system. The evaluation criteria include experience, technical capabilities, cost, staffing, MWBE participation, and financial stability.

Description

(REBID #1) Guilford County Information Technology Ticketing, Monitoring and After Hours Call Center (RFP)

View original record