Guilford County NC MUNIS #20145

IT Infrastructure Monitoring, After-Hours Call Center, and Ticketing System for Guilford County, NC

Guilford County, NC is seeking comprehensive IT infrastructure monitoring, after-hours call center support, and an IT helpdesk ticketing system for its Information Technology department. - Government Buyer: - Guilford County Purchasing Department, Information Technology Office - Products and Services Requested: - Monitoring of 250 physical servers, 185 switches, and 355 access points - Includes up/down status, disk space, RAM, CPU, SQL services, and parent/child hierarchy monitoring - Flexible device counts and threshold adjustments - After-hours phone answering service - 8 hours per month minimum, covering evenings, weekends, and holidays - Escalation to emergency on-call staff as needed - Pricing for additional hours beyond the included 8 hours - IT helpdesk ticketing system - Approximately 65 read/write licenses - Must support email ticket creation, automatic ticket generation, and group/user setup - Includes setup, training, and ongoing updates - Provider must disclose the ticketing system proposed - Notable Requirements: - Separate pricing for monitoring only and monitoring plus ticketing system - MWBE participation goals and insurance coverage required - Mandatory pre-proposal meeting and electronic proposal submission - No specific OEMs for the ticketing system are named; vendors must specify the system in their proposal - Contract Duration: - Three-year base period with two optional one-year renewals (up to five years total)

Description

Guilford County is soliciting proposals from qualified firms to provide monitoring services for IT infrastructure including servers, switches, and access points, as well as after-hours call answering services. The County also seeks proposals for an IT helpdesk ticketing system to be used by up to 65 staff members. The contract includes setup, training, and ongoing support for the monitoring and ticketing systems. The initial contract term is three years with options to renew for two additional one-year periods, totaling up to five years. A mandatory pre-proposal meeting is scheduled, and proposals must be submitted electronically by the due date.

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