Guilford County NC MUNIS #20102

Helpdesk & IT Monitoring Services for Guilford County

Guilford County is seeking proposals for comprehensive Helpdesk & Monitoring Services to support its IT infrastructure: - Government Buyer: - Guilford County Purchasing Department - Scope of Services: - 24/7 monitoring of approximately 600 servers and 500 endpoints for up/down status, disk space, and health metrics - Provision of a fully functional, email-capable ticketing system for County staff - After-hours, weekend, and holiday phone answering services (8 hours included monthly; additional hours billed separately) - Support for converting existing help desk tickets from Autotask CSV format - Flexibility in monitoring thresholds and 24x7 alert response - Training for County staff on the ticketing system - Contract Details: - Initial term of three years, with two optional one-year renewals (up to five years total) - MWBE participation encouraged with a 15% aspirational goal - Products/Services Requested: - IT infrastructure monitoring services - Helpdesk support services - Ticketing system setup and training - After-hours phone support - Ticket conversion from Autotask CSV - No specific OEMs or vendors are named; the opportunity is open to all qualified providers capable of delivering the required services

Description

Guilford County Purchasing Department is soliciting proposals from qualified firms to provide monitoring services for all server devices including up/down status, disk space full, and other general health metrics. The services include after-hours, weekend, holiday phone answering services, and a full ticketing system for use by Guilford County Staff. The contract term is initially three years with options to renew for two additional one-year periods, totaling up to five years. The scope includes monitoring approximately 500 endpoints and 600 servers, providing after-hours phone support, and setting up and training staff on the ticketing system.

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