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AGMT - Synoptek (IT Support Services)
October 19, 2022 §Synoptek Synoptek, LLC. 19520 Jamboree Rd, Suite 110 Irvine, CA 92612 (949) 697-5660 www.synoptek.com OneDrive Integration. City of Seal Beach TABLE OF CONTENTS A. Scope of Work......................................................................................................................................................3 ProjectTimeframe and Cost..................................................................................................................................3 C. Terms, Conditions, & Assumptions........................................................................................................................3 D. Approval...............................................................................................................................................................a A. SCOPE OF WORK • OneDrive integration with PrimeGov. • Need to create an application in the Azure portal. • Add web platform in it and set PrimeGov URL as redirect URL. • Provision required permission. • Generate secret value. • Share Client Id and Secret with PrimeGov team. B. PROJECT TIMEFRAME AND COST Pricing Summary Synoptek provides our services with a customer -focused and flexible model that allows for adjustments during negotiations based on the customers' requirements such as the number of interviews, departments, locations, devices, security and compliance requirements, and any level of custom efforts and hours desired. Every customer is unique, and our pricing is based on the expected efforts discovered during the initial discussions with City of Seal Beach. The following Estimate is provided as a Time & Materials estimate, actuals will be billed. Pricing Cost Project Schedule The Project schedule will be finalized during the project kick-off engagement featuring members of Synoptek Professional Services and key Client stakeholders. Unforeseen issues, changes, and resource coordination efforts may have an impact on the Project delivery schedule. • Efforts anticipated to be completed the project is a week following Project Kick -Off C. TERMS, CONDITIONS, & ASSUMPTIONS Synoptek's estimated fees are fundamentally tied to certain estimating assumptions that can be made and the establishment and management of standard processes and procedures. Extraordinary situations or changes in conditions may require changes and or adjustments to these fees. Synoptek assumes the following: • This proposal is based on the conversations and documentation shared between parties to date, additional information or needs may require changes to this proposal. • The Client will make available all required IT/IS personnel, as well as other personnel, deemed material to the success of the project referenced herein for information -gathering, validation, and confirmation within the schedule defined during project kick-off. • The clients' project sponsor(s) will participate in all status meetings and respond promptly to project -related communication. Effective communication throughout the project engagement is critical. 3 1 P a g e • Synoptek may propose separately billable projects as identified and prioritized on the roadmap developed through Synoptek and Customer partnership. Projects that may require a higher level of effort, or specific skill, to complete will need to be scoped and priced separately. • Changes and modifications to policies, procedures, and technologies in use by the Client made during this engagement may not be considered applicable to or referenced within this engagement and may incur additional expense or cause delays. To the extent possible, Synoptek will call attention to such situations with as much warning as is reasonable. • The customer is responsible for all licensing costs for any software dependencies stated or implied. • Where procurement is involved, the customer may use Synoptek Procurement or source hardware/software from their channels & partners. Quotes will be sent separately. • Recommendations made because of the data gathered during this engagement are understood to be informational. This project does not imply or infer intent to proceed with corrective action. • The project will be executed from Synoptek offshore development center in India, the engineers will work during the IST time zone. • Support calls with Microsoft if there are issues in the base Microsoft product. • The current estimate is based on an understanding of the scope that is heavily based on a lot of assumptions. On completion of the initial discovery phase, Synoptek will be allowed to revise the estimation, and timeline based on the discovered work considering the scope change. D. APPROVAL This proposal/service order is issued under the agreed terms and conditions of the Master Service Agreement on file. If these services are subject to taxation, the Client agrees that it will pay any such taxes invoiced by Synoptek. Both parties represent and warrant that they have full corporate power and authority to execute and deliver this proposal/service order and to perform their obligation hereunder, and that the person whose signature appears below is duly authorized to enter into this proposal/service order on behalf of the party and subject to all terms and conditions stated herein. IN WITNESS WHEREOF, the parties have agreed to the terms and conditions of this proposal/service order as of the date of the last signature. 41 PLt gL VMware Upgrade and Consolidation 0 Synoptek • July 26, 2018 • 19520 Jamboree Road #110 • Irvine, CA 92612 • 888.796.6783 1.0 Executive summary ..................................................................................................... ..............................1 2.0 Objectives ................................................................................................................... ............................... 2 Location.............................................................................................................. ............................... -- 2 TimeFrame ................................................................................................... ............................... .. ..... ...... 2 3.0 Scope of Work ............................................................................................................. ..............................2 4.0 Deliverables ................................................................................................................. ..............................3 5.0 Assumptions ................................................................................................................ ..............................3 6.0 Travel, Transportation, Meals, and Lodging .............................................................. ..............................3 7.0 Prerequisites ................................................................................................................ ..............................3 SecurityClearance .......................................................................................................... ............................... 3 PhysicalAccess. ................................................................................................................. ....... ............... 4 LogicalAccess ................................................................................................................. ..............................4 8.0 Out of Scope ................................................................................................................ ..............................4 Changeof Scope... ... ... .......................... .................................................................... ..............................4 Work Outside of Engagement Locations...... ......... - .............................................. ............................ --.4 MaterialChanges ............................................................................................................. ..............................4 9.0 Procurement ................................................................................................................ ..............................4 10.0 Contact Information ................................................................................................... ..............................4 11.0 Pricing ........................................................................................................................ ..............................5 ProfessionalServices. ............................... - .......................... - - - .......................................................... 5 MonthlyManaged Services .............................................................................................. ..............................5 12.0 Approval ..................................................................................................................... ..............................5 City of Seal Beach has engaged Synoptek to upgrade their existing VMWare infrastructure to the most current version. As part of this project, two new VMWare hosts will be added, and four older hosts removed from service. The resulting VMWare infrastructure will consist of three VMWare hosts and one VMWare vCenter virtual appliance. As part of the project management and implementation methodology, Synoptek employs a three - phased approach to its project delivery strategy. These are the three phases of Synoptek's approach • Phase I — Planning, Analysis, and Design • Phase II — Environment Build & Preparation • Phase III —Documentation and Transition In addition, Synoptek incorporates Project Management throughout its project delivery. Our approach to project management is an internally developed combination of Project Management Institute (PMI) and Project Management Body of Knowledge (PMBOK) methodologies. The remainder of this document will detail the project to upgrade the City of Seal Beach VMWare infrastructure to the current version and consolidate that infrastructure from five to three hosts. Cosb - Vmware Upgrade And Consolidation - Sowv2.Docx Page 11 Legal Nobce The mtvmabod Irdnsmibed m this document is intended only far the addressee and may contain confidential an Vorpmweged mahmal. Any interception, review refransmissson. Olsaammatgn, orothea pae Of, ortakimg of anya n awn thlamformafpn by persons or entitiesoMer than theintenddradidentlaprohibited bylaw and may Subjtwathem fo Cnmmal or oafhalably 2.0 OBJECTIVES LOCATION This proposal assumes that all work will be completed remotely. Any onsite visits to the client location deemed necessary during the project and will be coordinated on an as needed basis. TIME FRAME Engineering resources will be scheduled upon receipt of the signed order and based on resource availability. Synoptek's standard project initiation period is two (2) weeks from receipt of signed change order to a scheduled project kick off meeting and actual consultative engagement. 3.0 SCOPE OF WORK Phase I — Planning, Analysis, and Design Review VMWare infrastructure at both City Hall and the Police Department Document changes required to migrate virtual guests from City Hall to Police Department Phase II — Environment Build & Preparation 1. Upgrade vCenter appliance first; can run the 6.5 appliance on a 5.5 host a. Update licensing at this time 2. Rack both new hosts (unbox, install into rack, cable) 3. Consolidate guests down to two of the existing 5.5 hosts, remove the third host from vCenter 4. Install ESXi 6.5 (including patching) onto the new hosts, add one of the new hosts into the PD vCenter a. Configure vSwitching for guests and iSCSI b. Configure storage i. Setup iSCSI ii. Update SAN LUN settings to present LUNS to the new hosts iii. Discover storage 5. Migrate the guests off of one of the 5.5 hosts and remove that host from vCenter 6. Add the second new 6.5 host into vCenter a. Configure vSwitching for guests and iSCSI b. Configure Storage i. Setup iSCSI ii. Update SAN LUN settings to present LUNS to the new hosts iii. Discover storage 7. Place the remaining 5.5 host into maintenance mode and upgrade to 6.5 using Upgrade Manager 8. Determine networking requirements for guests being migrated from City Hall ESXi hosts a. Update PD hosts to accommodate additional networking 9. Using the VMWare Standalone Converter, migrate the six guests from the hosts in City Hall to the vCenter PD cluster a. Review for and cleanup snapshots b. Update IP addressing as required for the guests coming from City Hall i. Test and validate functionality c. Shutdown the City Hall hosts when the migrations are complete and servers are validated d. Update VMWare tools and VMWare Hardware on all of the guests 10. Configure Update Manager to download and stage patching for the ESXi hosts Phase I I I — Documentation and Transition 1. Document all changes to the infrastructure 2. Transition information to the support team. Project Management 1. Project initiation and resource scheduling 2. Project kick off call 3. Weekly project status communication 4. Project closure 1. Consolidation of VMware infrastructure from five hosts (two at City Hall, three at Police Department) to three hosts only at the Police Department 2. Installation of two new VMware hosts quoted separately from this SOW 3. Updated support documentation 5.0 ASSUMPTIONS 1. Renewed VMWare licensing (quoted separately from this SOW) is available when this project begins 2. 4 hours of time from this SOW are being allocated to cleanup of server rack wiring 3. The two new VMWare hosts will have been order and received prior to the start of this project LODGING 6.0 TRAVEL, TRANSPORTATION, MEALS, AND If travel is required in the delivery of this project effort, the costs of travel including transportation, meals, lodging, and other relevant expenses will be added to the cost of the project. These expenses will be itemized in an invoice(s) and receipts provided upon request. Synoptek uses the U.S. General Services Administration guidelines as a baseline for estimating travel costs but actual costs will be invoiced. PREREQUISITES SECURITY CLEARANCE To expedite the work, Synoptek will work with Client to complete all needed administrative tasks required to have Synoptek engineers on site at the engagement location. PHYSICAL ACCESS Client must provide all required physical access to Synoptek staff expedite the work. LOGICAL ACCESS Synoptek engineers may need login access to the network, server, or storage devices. Client will provide all required login rights. This includes usernames, passwords, and authentication tokens needed to log in with administrator (domain and local) privileges. 8.0 OUT OF SCOPE CHANGE OF SCOPE Any variance from defined tasks as defined in the "Scope of Work" will result in a joint review to determine the impact to deliverables, project schedule and/or scope. WORK OUTSIDE OF ENGAGEMENT LOCATIONS No on -site work will be performed outside of the engagement locations previously defined unless otherwise communicated and approved. Additional locations may increase scope and would be governed by approved change order. MATERIAL CHANGES Any material change to the Client's computing architecture that requires a change to this document will result in a joint review to determine the impact to deliverables, project schedule and /or scope. 9.0 PROCUREMENT This document does not include procurement of additional software or hardware required to complete this project by Synoptek. If necessary, applicable sales tax and freight charges will be invoiced. The points of contact at Client are: Patrick Gallegos The points of contact at Synoptek are: Stefan Laube, Client Technology Officer PROFESSIONAL SERVICES The estimated level of effort is during normal business hours at the contracted rate shown below for a Professional Services Consultant billed on a Time and Materials basis. Actual hours may vary. Any variance from expected task durations will be communicated as it becomes evident. SKU Professional Services Hours Hourly Ext. Price ITC - Project Professional Services Consultant 54 $ 175.00 $ 9,450.00 PMO- Project Project Management 10 $ 150.00 $ 1,500.00 Total $ 10,950.00 MONTHLY MANAGED SERVICES The following are managed services needed to support the ongoing management of the solution implemented by this project engagement. Additional managed services are not anticipated with this project engagement. Approved By City of Seal Beach Accepted for: Syy++.�n� -I op //tek, LLC Rinnature, c>wau, 1.aa4d. Printed Name: �fyl�% 050,vA X Printed Name: Stefan Laube 7 /1. �I3cl I $ Title: Client Advisor July 26, 2018 City of Seal Beach VENDOR: SYNOPTEK 412 E. Park enter Blvd. Suite 300 Boise, m 83706- SHIP TO: City of Seal Beach 211 Eighth Seal Beach, CA 90740- PURCHASE ORDER No. 00015083 BILL TO: City of Seal Beach 211 Eighth Seal Beach, CA 90740 VENDOR NO. VENDOR PHONE NUMBER TERMS DATE REQUIRED DELIVERY DATE SYN05 (949) 241 -8600 0 0612812018 SHIPPING INSTRUCTIONS (none) ITEM QTY U/M DESCRIPTION/ TASK PRD CODE ACCOUNT UNIT PRICE AMOUNT 1 0.00 Fee 1) 1 HPE Smart Buy ProLiant 001- 02040500 11,821.9900 11,821.89 DL380 Gen 10 Server - Intel Xeon -S 4110 8-Core (2.IOGHz l IMB) - 16GB (I x 16GB) PC4- 2666V -R DDR4 RDIMM - 8 x Hot Plug 2.5in Small Form Factor Smart Carrier Smart Array P408i -a SR - No Optical - 500 W power - 3yr Next Business Day Warranty 875760 -Sol 2) 1 HPE DL380 Gen I0 Intel Xeon -S 4110 8 -Core 826846 -B21 3) 15 HPE 16GB (Ix16GB) Memory Kit 815098 -B21 4) 1 Microsoft Windows Server 2016 (16 -Care) Standard P00487 -1321 5) 2 HPE Ethernet IGb 4 -port 331T Adapter 647594 -1321 6) 1 HPE iL0 Advanced (24 x IMPORTANT: OUR ORDER NUMBER MUST APPEAR ON EVERY INVOICE AND PACKAGE This order is given upon the representation and guaranty of the manufacturer or seller that no breach of any State or Federal Law or Regulation has occurred in connection with the manufacturing, processing, branding, labeling or transportation of the merchandise herein mentioned. If such breach occurs or is charged by any legally conwar ed Sttae-orTederal authority. the buyer eliallTe emitted to i omal the order and ialum the unuse4 merchandise and shell also be heldlurmless by the manufacturer or seller against any penalty incurred and /or the cost of defense of any proceeding designed to penalize the buyer therefor. 6/28/2018 J Synoptek profess !echi.oluyy results. Quote Prepared For Patrldt Gallegos City of Seal Beach Accounts Payable 211 8th St Seal Beach, CA 90740 Phone:562-431 -2527 pgallegos @sealbeachca.gov Item# Quantity Item One -Time Items Quote Quote Prepared By CYNTHIA BALDWIN Synoptek 412 E. Parkcenter Blvd, Suite 300 Boise, ID 83706 United States Phone: (208) 422 -9192 Fax:(916) 563 -1408 cuillIMMOMMOVAMM 1) 1 HPE Smart Buy ProLiant DL380 Gen10 Server - Intel Xeon -5 4110 8 -Core (2.10GHz 11MB) - 16GB (1 x 16GB) PC4- 2666V -R DDR4 RDIMM - 8 x Hot Plug 2.5in Small Form Factor Smart Carrier Smart Array P408i -a SR - No Optical - 50OW power - 3yr Next Business Day Warranty 875760 -SO1 2) 1 HPE DL380 Gen101nre1 Xeon -S 4110 8 -Core 826846 -B21 3) 15 HPE 16GB (1x16GB) Memory Kit 815098 -B21 4) 1 Microsoft Windows Server 2016 (16 -Core) Standard P00487 -B21 5) 2 HPE Ethernet IGb 4 -part 331T Adapter 647594821 6) 1 HPE iLO Advanced (24 x 7) 3 Year E6U64ABE 7) 1 HPE 3 Year Proacbve Care 24x7 DL38x Gen10 Service H8000E Quote Quote Number: 7782 Payment Terms: Expiration Date: 07/27/2018 Unit Price Ousted Extended Unit Price Price $2,340.38 $2,340.38 $2,340.38 $671.21 $671.21 $671.21 $290.38 $290.38 $4,355.70 $682.70 $682.70 $682.70 $273.15 $273.15 $546.30 $345.04 $345.04 $345.04 $2,880.56 $2,880.56 $2,880.56 One -Time Total $11,821.89 Subtotal $11,821.89 Total Taxes $613.30 Total $12,435.19 Authorizing Signature 444"M Aim- 021 Date (0 ( 2-ell K THIS IS A QUOTE FOR APPROVAL TO PURCHASE ONLY. PAYMENT NOT DUE UNTIL INVOICED SEPERATELY. Restocking fee of up to 20% may apply on returned items. Additional Gaining or Professional Services can be provided at our standard rates. https: //W W5. autotask. netimvcicrmIUnauthenfcatedQuotePreview .mvelUnauthenticatedQuotePreview lid= 77838 a = 7849 &guid= 3582d6O8- d87c-4641 -8... 1/1 Paga: 2 Purchase Order No. 00015083 ITEM QTY U/M DESCRIPTION / TASK PRD CODE ACCOUNT UNIT PRICE AMOUNT 7) 3 Year E6U64ABE 7) 1 HPE 3 Year Proactive Care 24x7 DL38x GenlO Service H8000E TAXABLE: Yes CONFIRMING: No SPECIAL INSTRUCTIONS: SUBTOTAL: 1 1,821.89 TAX: 613.30 SHIPPING: 0.00 TOTAL: 12,435.19 IMPORTANT: OUR ORDER NUMBER MUST APPEAR ON EVERY INVOICE AND PACKAGE This order is given upon the representuion and guaranty of the rnanutactulef K Ib %.ra_bmKh of am Slate or Pcdelal Law or 11"Wation_bas . o"Unild}n connection with the manufacturing, processing, branding, labeling or transportation of the merchandise herein mentioned. If such breach occurs or is ebgpd by any legally constituted Stale or Federal aut8oniy, theliayei shelf be entitled to rescind die order an retnrl mkt a unasea m «Chanaise eta shell dso be held narminsa by the manufacturer or seller against any penalty incurred and/or the cost of defense of any proceeding designed to penalize the buyer therefor. Datto Backup Solution © Synoptek • June 6, 2018 • 19520 Jamboree Road #110 • Irvine, CA 92612 • 888.796.6783 1.0 Executive summary ..................................................................................................... ..............................1 2.0 Objectives .................................................................................................................... ..............................1 Location.......................................................................................................................... ............................... 1 TimeFrame ..................................................................................................................... ..............................1 3.0 Scope of Work ............................................................................................................. ..............................1 4.0 Deliverable ................................................................................................................... ..............................2 5.0 Assumptions ................................................................................................................ ..............................2 6.0 Travel, Transportation, Meals, and Lodging .............................................................. ..............................2 7.0 Prerequisites ................................................................................................................ ..............................2 SecurityClearance. ............ ..................... - .................................................................................. --- ...... 2 PhysicalAccess .............................................................................................................. ..............................2 LogicalAccess ................................................................................................................. ..............................2 8.0 Out of Scope ................................................................................................................ ..............................2 Changeof Scope ............................................................................................................. ..............................2 Work Outside of Engagement Locations .......................................................................... ..............................3 MaterialChanges ............................................................................................................. ..............................3 9.0 Procurement ................................................................................................................ ..............................3 10.0 Contact Information ................................................................................................... ..............................3 11.0 Pricing ........................................................................................................................ ..............................4 ProfessionalServices.. . ............. .............. ............................................................................................. . 4 Procurment..................................................................................................................... ............................... 4 12.0 Approval ..................................................................................................................... ..............................4 City of Seal Beach has engaged Synoptek for a proposal to install and configure a Datto appliance for server backups with offsite cloud storage. 30 virtual servers, comprising approximately 35TB of data will be covered by this solution. City of Seal Beach has requested a 24hr (or better) RPO and 48hr RTO. The remainder of this document will detail the effort for providing City of Seal Beach with a Datto Backup Solution. Cosb - Datto Backup Solution - SOW.Docx P a g e 11 Legal Notice. The Information transmitted in this document is unlimited only for the addresses antl may mown confidential aroMorpnitkrged material Any mamospUOn. review, retransmission dosismmshon, or other use of, or aking of any action upon fins fmormation by persons or entities other than the inmMed reapienf is prohibdeol by law and may subject Them to criminal or .9 IlabArty. LOCATION This proposal assumes that some work will be completed on premise and some work remotely. Any onsite visits to the client location deemed necessary during the project and will be coordinated on an as needed basis. IML I'R,;t,'L Engineering resources will be scheduled upon receipt of the signed order and based on resource availability. Synoptek's standard project initiation period is two (2) weeks from receipt of signed change order to a scheduled project kick off meeting and actual consultative engagement. Phase I — Planning, Analysis, and Design • Review servers to be protected and current Replibit jobs to avoid conflicts • Review backup job settings; how often, how long to keep data • Finalize Datto implementation plan Phase II — Environment Build & Preparation • Install Datto device • Configure Datto account and backup policies • Deploy Datto agent to 30 virtual servers • Review job status and remediate any issues that arise • Remove Replibit agent Phase III — Documentation and Transition • Document as -built configuration • Update customer wiki information • Project debrief and project documentation between PS team and Onboarding term or client IT staff • Onboarding team will edit /upload documentation and deploy new monitoring sets as appropriate Project Management 1. Project initiation and resource scheduling 2. Project kick off call 3. Weekly project status communication 4. Project closure 1. Datto Sins 3 Enterprise 6000 backup appliance. 2. Onsite and offsite backup 1. Synoptek will have full access to the environment to conduct research and collect date for analysis to assist with proper sizing. 2. Customer is responsible for participating in project status meetings. If travel is required in the delivery of this project effort, the costs of travel including transportation, meals, lodging, and other relevant expenses will be added to the cost of the project. These expenses will be itemized in an invoice(s) and receipts provided upon request. Synoptek uses the U.S. General Services Administration guidelines as a baseline for estimating travel costs but actual costs will be invoiced. SECURITY CLEARANCE To expedite the work, Synoptek will work with Client to complete all needed administrative tasks required to have Synoptek engineers on site at the engagement location. Client must provide all required physical access to Synoptek staff expedite the work. Synoptek engineers may need login access to the network, server, or storage devices. Client will provide all required login rights. This includes usernames, passwords, and authentication tokens needed to log in with administrator (domain and local) privileges. 8.0 OUT OF •• „( PE Any variance from defined tasks as defined in the "Scope of Work" will result in a joint review to determine the impact to deliverables, project schedule and /or scope. EM No on -site work will be performed outside of the engagement locations previously defined unless otherwise communicated and approved. Additional locations may increase scope and would be governed by approved change order. Any material change to the Client's computing architecture that requires a change to this document will result in a joint review to determine the impact to deliverables, project schedule and /or scope. This document does not include any procurement of additional software or hardware required to complete this project by Synoptek. The points of contact at Client are Patrick Gallegos, Assistant City Manager The points of contact at Synoptek are: Stefan Laube, Client Technology Officer PROFESSIONAL SERVICES The estimated level of effort is during normal business hours at the contracted rate shown below for a Professional Services Consultant billed on a Time and Materials basis. Actual hours may vary. Any variance from expected task durations will be communicated before the time is exceeded for additional approval. SKU Professional Services Hours Onetime Cost Hourly Monthly Recurring Ext. Price ITC - Project Professional Services Consultant 33 $ 175.00 $ 5,77-5-00- PMO- Project Project Management 7 $ 150.00 1 $ 1,050.00 Total $ 6,825.00 PROCURMENT SKU Product Description Onetime Cost Monthly Recurring Datto-S3E6000 Datto Sins 3 Enterprise $ xxx.00 $ N/A Datto-Monthly Project Management $ N/A $ xxx.00 12.0 APPROVAL Approved By: CyyifJJtyy��of Seal Beach Accepted for: Syn./o�pt�e�k, LL��C Sinn }nro !� -�� Sinnnfi pro• '5 44 ."t, IL-.aa&, Printed Name: rh'+cyl— 64 I /e-40.5 I Printed Name: Stefan Laube G [A Title: Client Technolopv Officer 6/27/2018 Web Security -Web Filter Service Order # 005570 1 Version 1 Prepared for: City of Seal Beach 4 Monday, June 25, 2018 City of Seal Beach Patrick Gallegos Accounts Payable 211 8th St Seal Beach, California 90740 pgailegos@sealbeachca.gov Dear Patrick Gallegos, Leveraging twenty -one years as a full service managed service provider, Synoptek is pleased to submit this proposal as a response to your request for quote. Synoptek represents its capabilities and strengths with the best interest of our clients. The proposed services contained in this response will be delivered from Synoptek full time North American based employees, inside of Synoptek managed facilities. The following core services are proposed • Deploy Web Fdter Our proposal outlines the following: • �r -'ng Synoptek will deploy web filter software (Cisco Umbrella) on the user workstations. Cisco Umbrella is a cloud based DNS filtering service that Synoptek provides fro customers, and itself. It blocks traffic to malware sites, botnets and category filtering (if applied) via DNS requests. On behalf of all of our teams at Synoptek, we look forward to the opportunity to serve you. We are absolute in our confidence that our history of performance, expertise, company culture, and high attention to the end user's experience will differentiate Synoptek from others in the market. Synoptek is committed to providing the necessary professionals and resources to ensure the successful delivery of services contained in this proposal and will meet the requirements contained herein. We sincerely believe that our understanding of your current IT environment, combined with our ability to deliver these services will result in the best value for your organization. This proposal will remain valid for 30 days from submittal and is binding based on the material shared between both parties, as well as the assumptions enclosed. Thank you for your consideration. If you have any questions or need additional information, please contact me directly, 949- 870 -0820 Sincerely, Stefan Laube Client Technology Officer Synoptek, LLC Terms and Conditions Synoptek has deep experience providing managed IT support services for organizations that are driven to provide their staff with high service levels, outstanding customer service, and superb end user experience. We understand that pricing needs to be flexible and scalable with the organization. To achieve this Synoptek proposes a pricing methodology that simplifies cost calculation and provides complete IT support for Services enclosed in the pricing table, detailed below. The following itemized pricing is Co- Terminus with existing MSA. General Assumptions Billing will be effective at project kickoff. Prepared for: City of Seal Beach Accounts Payable 211 8th St Seal Beach, California 90740 Patrick Gallegos pgallegos@sealbeachca.gov (562) 431 -2527 Service Order Summary Prepared by: Synoptek, LLC Stefan (888)796 -6796-67 83 Fax slaube @synoptek.com Service Order Information: Service Order #: 005570 Version: 1 Delivery Date: 06125/2018 Expiration Date: 07/20/2018 Description NRC MRC End -User Services $402.50 Labor & Assessments $1,050.00 Subtotal(s) $1,050.00 $402.50 Total(s) $1,050.00 $402.50 This Managed Services Order is issued under the agreed terms and conditions of the Master Service Agreement on file. If these services are subject to taxation, the Client agrees that it will pay any such taxes invoiced by Synoptek. Both parties represent and warrant that they have full corporate power and authority to execute and deliver this Service Order and to perform their obligation hereunder, and that the person whose signature appears below is duly authorized to enter into this Service Order on behalf of the party and subject to all terms and conditions stated herein. IN WITNESS WHEREOF, the parties have agreed to the terms and conditions of this Service Order as of the date of the last signature. City of Seal Beach /Vlvt� Signature Date Synoptek, LLC ==4' _" - - Signature 06/25/2018 Service Order Details End -User Services OpenDNS_Umbrella OpenDNS_Umbrella Billed to 44000 2018/19 Account. Synoptek invoice line item "Help Desk per User" will increase by this amount. Recurring Subtotal Labor & Assessments MS Deployment & On- Service Deployment engineer providing onboarding services. Pricing is boarding per hour and based on work to deploy subscribed Services. Billed to 40500 2017/18 Account One Time Subtotal $3.50 1 115 1 $402.50 $402.50 $150.00 7 $1,050.00 ti $1,050.00 0. U Synoptek SIMPLIFIED TECHNOLOGY. SUPERIOR RESULTS.'" process. technology. results. Monday, June 25, 2018 City of Seal Beach Patrick Gallegos Accounts Payable 211 8th St Seal Beach, California 90740 pgailegos@sealbeachca.gov Dear Patrick Gallegos, Leveraging twenty -one years as a full service managed service provider, Synoptek is pleased to submit this proposal as a response to your request for quote. Synoptek represents its capabilities and strengths with the best interest of our clients. The proposed services contained in this response will be delivered from Synoptek full time North American based employees, inside of Synoptek managed facilities. The following core services are proposed • Provide End -user Testing and Training Our proposal outlines the following: • Pricing Synoptek's Security Testing and Training Services are designed to reduce your exposure and shrink your organization's attack surface. These Services provide a comprehensive approach that integrates baseline testing using mock attacks, engaging interactive web -based training, and continuous assessment through simulated phishing attacks to build a more resilient and secure organization. Our security personnel will continue to advise on ever - changing threats and recommended actions. Synoptek's Security Testing and Training Services establish a phish -prone baseline of your employees, delivers an engaging On- Demand training experience with interactivity and provides actionable analysis to help you and your organization improve your resiliency towards social engineering attacks. Key Features and Benefits: • User Security Training • Supports Compliance • Simulated Phishing Attacks • Automated Re- Phishing • Quarterly Tests and Reports • Quick Deployment • Random Attack Delivery • Improved Security Behavior On behalf of all of our teams at Synoptek, we look forward to the opportunity to serve you. We are absolute in our confidence that our history of performance, expertise, company culture, and high attention to the end user's experience will differentiate Synoptek from others in the market. Synoptek is committed to providing the necessary professionals and resources to ensure the successful delivery of services contained in this proposal and will meet the requirements contained herein. We sincerely believe that our understanding of your current IT environment, combined with our ability to deliver these services will result in the best value for your organization. This proposal will remain valid for 30 days from submittal and is binding based on the material shared between both parties, as well as the assumptions enclosed. Thank you for your consideration. If you have any questions or need additional information, please contact me directly, 949 - 870 -0820. Sincerely, Stefan Laube Client Technology Officer Synoptek, LLC Terms and Conditions Synoptek has deep experience providing managed IT support services for organizations that are driven to provide their staff with high service levels, outstanding customer service, and superb end user experience. We understand that pricing needs to be flexible and scalable with the organization. To achieve this Synoptek proposes a pricing methodology that simplifies cost calculation and provides complete IT support for Services enclosed in the pricing table, detailed below. The following itemized pricing is Co- Terminus with existing MSA. General Assumptions Billing will be effective at project kickoff. Prepared for: City of Seal Beach Accounts Payable 211 8th St Seal Beach, California 90740 Patrick Gallegos pgailegos@sealbeachca.gov (562) 431 -2527 Prepared by: Synoptek, LLC Stefan Laube (888)796 -6796-67 83 It Fax slaube @synoptek.com Service Order Information: Service Order #: 005569 Version: 1 Delivery Date: 06/25/2018 Expiration Date: 07/20/2018 Service Order Summary Description NRC MRC End -User Services $632.50 Labor & Assessments $600.00 Subtotal(s) $600.00 $632.50 Total(s) $600.00 $632.50 This Managed Services Order is issued under the agreed terms and conditions of the Master Service Agreement on file. If these services are subject to taxation, the Client agrees that it will pay any such taxes invoiced by Synoptek. Both parties represent and warrant that they have full corporate power and authority to execute and deliver this Service Order and to perform their obligation hereunder, and that the person whose signature appears below is duly authorized to enter into this Service Order on behalf of the party and subject to all terms and conditions stated herein. IN WITNESS WHEREOF, the parties have agreed to the terms and conditions of this Service Order as of the date of the last signature. City of Seal Beach l4( �� l Signature 4"/2 C//8 Synoptek, LLC Signature 06/25/2018 Service Order Details End -User Services Security Training and Testing Designed to reduce your organization's attack surface. Our service provides you with a comprehensive approach that integrates baseline testing using mock phishing attacks followed up with engaging interactive web -based training. Continuous assessments ac Billed to 44000 2018/19 Account This service will be listed as a separate line item "End User Testing and Training" on the invoice Recurring Subtotal Labor & Assessments $5.50 115 $632.50 $632.50 Description Description Price Oty MS Deployment & On- Service Deployment engineer providing onboarding services. Pricing is $150.00 4 $600.00 boarding per hour and based on work to deploy subscribed services. Billed to 40500 2017/18 Account One Time Subtotal $600.00 z. AGREEMENT FOR PROFESSIONAL SERVICES Comprehensive Information Technology Support Services This AGREEMENT FOR PROFESSIONAL SERVICES is dated as of May 29, 2007, and is entered by and between THE CITY OF SEAL BEACH, a municipal corporation ( "CITY ") and SYNOPTEK, a privately held corporation, ( "CONTRACTOR "). Recitals WHEREAS, the CITY is authorized and empowered to employ consultants and specialists in the performance of its duties and functions; and WHEREAS, CITY desires to secure certain technical and professional services to assist in the preparation and completion of the items of work described as "Scope of Services" in Exhibit A; and WHEREAS, CONTRACTOR is licensed, qualified, and willing to provide such services pursuant to terms and conditions of this Agreement. NOW, THEREFORE, CITY and CONTRACTOR hereby agree as follows: Terms and Conditions 1. Construction. This Agreement is composed of the general terms and conditions which shall apply, as applicable, to all goods and services furnished and performed by CONTRACTOR pursuant to any Addendum(s) (collectively, the "Services "). Each Addendum will contain additional terms and conditions with respect to the particular Services to be provided hereunder, including a description of the Services and the Fees therefore, as well as any modifications to the terms and conditions of this Agreement with respect to that Addendum. Upon execution, each such Addendum, including any exhibits thereto, shall be deemed attached as an addendum to, and incorporated into, this Agreement. In the case of any ambiguity or conflict between this Agreement and any Addendum, the Addendum shall control. 2. Scope of Services. The CONTRACTOR agrees to perform all services necessary to complete in a manner satisfactory to CITY those tasks described in Exhibit A — Scope of Services, for the cost identified in Exhibit B — Project Fees. Incidental work related to the Scope of Services and not provided for in Exhibit A may be needed during the performance of this Agreement. The CONTRACTOR agrees to provide any and all additional services at the rates identified in attached Exhibit C — Schedule of Fees. Such additional services shall not be performed by CONTRACTOR without written consent of CITY. 3. Term of Agreement/Addendum(s). The term of this Agreement shall commence on the Effective Date and continue for two (2) fiscal years (the `TERM "), expiring June 30, 2009, subject to extension or termination pursuant to the provisions of this Agreement. The City Manager or his designated representative(s) may annually extend the terms of this Agreement beyond the initial two -year period for four (4) additional one -year periods by written notice to CONTRACTOR. 4. Compensation. For services performed pursuant to this Agreement, CITY agrees to pay and CONTRACTOR agrees to accept payment for services rendered in an amount not to exceed Two Hundred and Forty Thousand Dollars ($240,000.00) annually. CONTRACTOR shall be paid no later than thirty (30) days following submission of a written, verified billing to 0 0 CITY. Said billings shall include the percentage of each task completed to date and since the date of the preceding billing, if any. CITY shall have authority to contract with CONTRACTOR for additional project work deemed necessary to fulfill the obligations of the Scope of Services provided in this Agreement, not exceeding annual authorized budgetary limits for information technology and related services. Additional work shall be compensated based on hourly fees identified in Exhibit C. 5. Termination. Either party not in breach of this Agreement may terminate this Agreement, or any Addendum, by written notice to the other party at any time prior to the expiration of the applicable term if the other party fails to perform any material obligation, warranty, duty or responsibility under this Agreement and such failure is not cured within thirty (30) days following the receipt of a written notice of such failure by the breaching party. Upon termination of this Agreement, all Addendums hereunder shall automatically terminate. 6. Authorized Representatives. CONTRACTOR shall assign its Chief Technology Officer to serve as a key representative and CITY shall assign its Assistant City Manager and Administrative Services Director as key representatives. Key representatives shall meet no less than once a month to review performance provided under the Scope of Services and shall meet more frequently upon the request of CITY representatives. 7. Confidentiality. Each party shall hold in confidence the other party's confidential and proprietary information ( "Confidential Information ") using the same standard of care each party exercises in protecting its own Confidential Information. Confidential Information of a party shall include, by way of example, all trade secret or confidential information, procedures, production methods and other methods of operation, products (including software), and business practices, plans and strategies. No party will permit or authorize access to, disclosure of or use of the other party's Confidential Information to any person or entity other than its officers, employees, contractors and professional advisors who have a need to know such information consistent with the rights and obligations of the recipient party with respect thereto and who are under an appropriate burden of confidentiality with respect to such information. Each party shall promptly notify the other in writing of the existence of any unauthorized access, knowledge, possession or use of the other party's Confidential Information. The obligations of this Section shall not (i) restrict any disclosure to government regulatory authorities to the extent required for compliance with applicable laws and subject to such protective measures as may be available to preserve the confidentiality of such information following disclosure, nor (ii) restrict any disclosure required by law, such as in response to a request under the California Public Records Act or a subpoena, nor (iii) apply to information that (a) is generally known to the public or readily ascertainable from public sources; (b) is independently developed by the recipient without further reliance on Confidential Information of the other party; or (c) is obtained from an independent third party that created or acquired such information without reliance on other Confidential Information of the other party and free of any obligation to the other party. The parties' non - disclosure obligations and use restrictions hereunder shall continue indefinitely beyond the termination or expiration of this Agreement, unless a different period of confidentiality is specified in writing by the disclosing party. 8. Independent Contractor. Each party is an independent contractor under this Agreement, and nothing herein shall be construed to create a partnership, joint venture, or agency relationship between the parties hereto. At all times, the employees and contractors of CONTRACTOR (collectively, "Personnel ") shall be deemed employees and contractors, as applicable, of CONTRACTOR, and CONTRACTOR shall be solely responsible for paying all employment taxes, unemployment insurance, disability and other taxes and fringe benefits, as applicable thereto. 9. Personnel. CONTRACTOR shall be solely responsible for assigning its Personnel to perform the Services under this Agreement. If CITY has any legal objections to any of the Personnel assigned hereunder during their performance of Services for CITY, CITY may give CONTRACTOR written notice of any such objections and, within five (5) days of receipt thereof by CONTRACTOR, the parties will confer regarding CITY's concerns. If the matter cannot be resolved to CITY's reasonable satisfaction, CONTRACTOR will remove the identified Personnel and assign new Personnel as soon as practicable to replace the identified Personnel. In the event of any such requested replacement, CONTRACTOR will be relieved from any applicable delivery schedule impacted by such replacement until such time as the replacement Personnel can be sufficiently trained to meet the applicable assignment requirements. 10. Assignment. Neither party may assign its rights or obligations under this Agreement without the prior written consent of the other party; provided, however, that either party may assign this Agreement without such consent in the case of a merger, consolidation, sale of all or substantially all of such party's assets or any other transaction in which more than fifty percent (50 %) of such party's voting securities are transferred. 11. Notices. All notices and other communications required or permitted to be given under this Agreement shall be in writing and shall be considered effective when deposited in the U.S. mail, postage prepaid, and addressed to the appropriate party at the address noted below, unless by notice to the other party a different address shall have been designated. SYNOPTEK Address: 1932 East Deere Avenue, Suite 150 Santa Ana, CA 92705 Attention: Robert Whiton, President CITY OF SEAL BEACH Address: 211 8th Street Seal Beach, CA 90740 Attention: June Yotsuya, Assistant City Manager Keith Evanoff. Administrative Services Director 12. Choice of Law. All issues concerning the validity, operation, interpretation, and construction of this Agreement will be governed by and determined in accordance with the laws of the State of California without regard to its conflicts of law rules. The parties expressly waive the application of the United National Convention on Agreements for the International Sale of Goods. 13. Dispute Resolutions: Arbitration; Injunctive Relief: Remedies. Both Parties agree to meet and confer in good faith on all matters of common interest, including resolution of any dispute that may arise out of or related to this Agreement. In the event that a dispute cannot be resolved by and between the parties, the parties agree that any such dispute shall first be submitted to mediation administered by the American Arbitration Association under its Commercial Mediation Rules. If the dispute is not resolved by such mediation within thirty (30) days of the commencement of such mediation (which period may be extended by agreement of the parties in writing), the parties agree to submit the dispute to binding arbitration under the Commercial Rules of the American Arbitration Association. Each such mediation and Arbitration shall be held in the County of Los Angeles, California. Without limiting the foregoing, where a party makes a good faith determination that a breach of the terms of this Agreement by the other party (including breaches of confidentiality or infringement of proprietary rights) is such that a temporary restraining order or other injunctive relief is the only appropriate and adequate remedy, such party may proceed with such injunctive relief in any court having jurisdiction without first resorting to internal dispute resolution, mediation and arbitration as described in this Section. Except as otherwise expressly set out in this Agreement, no specific remedy under this Agreement shall limit a party's right to seek other remedies available to it at law or in equity. 14. Waiver; Survivability. Neither party shall, by lapse of time, without giving notice or taking other action hereunder, be deemed to have waived any breach by the other party of any of the provisions of this Agreement. Further, any waiver by either party of a particular breach of this Agreement shall not be construed as a continuing waiver of such breach or of other breaches of this Agreement. Any provision of this Agreement intended to survive the termination or expiration of this Agreement shall so survive termination or expiration. 15. Integration; Modification. This Agreement, including all Addendums attached hereto and made part of this Agreement in accordance with Section 1, shall constitute the entire Agreement between the parties with respect to the subject matter hereof, supersede all prior or contemporaneous Agreements or communications (oral or written), and may not be modified except by a Agreement in writing dated subsequent to the Effective Date and signed on behalf of both parties by their respective authorized representatives. The terms "including ", "includes ", "for example" and "e.g. ", etc., as used in this Agreement shall mean "including without limitation ". 16. Force Maieure. Neither party shall be liable under this Agreement for any loss or damage to the other party due to delay in delivery or other performance failures resulting from any cause beyond the first party's reasonable control. Such causes shall include compliance with court orders, civil or military authority, acts of God, acts of the public enemy, acts or omissions of the other party which resulted in the delay, electrical power surges or current fluctuations, lightning strikes, fires, floods, strikes, lockouts, embargoes, wars, acts of terrorism, fuel shortages, riots, insurrections, defaults or delays of suppliers, delays in transportation and losses or damages of goods in transit. The delayed or non - performing party's time for performance shall be extended by the period of any delay resulting from any such cause beyond the party's control, plus a reasonable period to accommodate adjustment to such extension. Notwithstanding the above, both parties shall use their commercially reasonably efforts to minimize the adverse consequences of any such condition. 17. Publicity. CITY agrees that CONTRACTOR may identify and list CITY as a city on CONTRACTOR's city lists and marketing brochures, including on CONTRACTOR's website. Except for the foregoing, each party agrees not to publish or use the other party's name or marks (including trademarks and logos) in any advertising, promotion, press release or other media without the other party's coordination and consent. 18. Severability; Counterparts. If any part, term or provision of this Agreement shall be held unenforceable, invalid or in conflict with any law of any governmental authority having jurisdiction over this Agreement, the validity of the remaining portions or provisions hereof shall not be affected thereby shall continue in full force and effect. This Agreement may be executed in any number of counterparts, all of which taken together shall constitute a single agreement between the parties. 0 19. Indemnification; Limitation of Liability; DISCLAIMER. (a) Indemnification. Each party will indemnify, defend and hold harmless the other party (including its legal representatives, employees, agents, shareholders and officers) from any third party claim for loss, damages, liabilities or expenses (including actual attorneys' fees and legal costs) arising out of or resulting from the performance or non - performance of a party of its obligations under this Agreement or from any act or omission of a party or its employees or contractors hereunder. In the event of any such claim that the Services or Work Product (as defined in Section 8) provided by CONTRACTOR to CITY infringe upon the intellectual or proprietary rights of any third party, then, except where such infringement results from (i) the unauthorized modification or use of the Services or Work Product by or for CITY or (ii) the operation or use of same with any other software or hardware selected by or for CITY, CONTRACTOR shall do one of the following, at its option and expense: (1) obtain for CITY the right to continue to use the applicable goods or services, or (2) replace or modify the same with functionally equivalent, non - infringing and compatible goods or services, as applicable. Each party agrees to notify the other at any time that it is appraised of any such third party claim and agrees to cooperate in a reasonable manner with the other party with respect to the defense and disposition (including settlement) of such claim. (b) Limitation of Liability. In no event shall the total liability of either party for any actual, direct damages arising out of or relating to the use of the Services provided hereunder or the performance or non - performance of a party under this Agreement, whether in contract or in tort (including breach of warranty, negligence and strict liability), exceed, in the aggregate, the total amount of payments received by CONTRACTOR from CITY under the applicable Addendum(s) giving rise to such liability. Further, in no event shall either party be liable for indirect, exemplary, punitive, special of consequential damages of any kind (including loss of anticipated profits, savings or data) incurred or suffered by the other party arising from any breach of this Agreement, even if advised of the possibility of such loss or damages. Notwithstanding the foregoing, the provisions of this subsection (b) shall not be construed as limiting the extent or applicability of a party's liability for breach of its confidentiality obligations, hereunder or any intentional misconduct of a party; nor shall this subsection (b) limit either party's obligation to indemnify the other party for third party claims pursuant to subsection (a). (c) DISCLAIMER. EXCEPT AS EXPRESSLY SET OUT HEREIN, NEITHER PARTY MAKES ANY WARRANTIES, EXPRESS OR IMPLIED, OF ANY KIND, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE WITH RESPECT TO THE SERVICES OR WORK PRODUCT PROVIDED HEREUNDER. 20. Insurance. Contractor shall have insurance as follows: (a) General Liability. (including premises and operations, contractual liability, personal injury, independent contractors liability). CONTRACTOR shall at all times during the term of this Agreement carry, maintain, and keep in full force and effect, a policy or policies of comprehensive General liability insurance, with limits of One Million Dollars ($1,000,000.00) for each occurrence and in the aggregate, combined single limit, against any personal injury, death, loss or damage resulting from the wrongful or negligent acts or omissions of CONTRACTOR, its officers, employees, agents and independent contractors. If such insurance contains a general aggregate limit, either the general aggregate shall apply separately to this project, or the general aggregate limit shall be two (2) times the occurrence limit. 5 9 9 (b) Automobile Liabilitv. CONTRACTOR shall at all times during the Term of this Agreement also carry, maintain, and keep in full force and effect a policy or policies of commercial automobile liability insurance with a combined single limit of One Million Dollars ($1,000,000.00), single limit, per occurrence for bodily injury and property damage, which will cover the drivers and automobiles used to perform Services pursuant to this Agreement. Such insurance shall include coverage for owned, non - owned, and hired automobiles. (c) Workers' Compensation. CONTRACTOR shall, to the extent required by state law, provide Workers' Compensation Insurance, including employer's liability coverage, for the protection of CONTRACTOR's employees, with a minimum limit of One Million Dollars ($1,000,000) or the amount required by law, whichever is greater. CONTRACTOR shall file a certificate of insurance which evidences that CONTRACTOR is in compliance with said Workers' Compensation Insurance requirement. CONTRACTOR shall require all subcontractors similarly to provide such Workers' Compensation Insurance and certificates of insurance for their respective employees. (d) Professional Liability or Errors & Omissions Insurance. CONTRACTOR shall at all times during the term of this Agreement carry, maintain, and keep in full force and effect, a policy or policies of Professional Liability or Errors and Omissions Insurance as appropriate written on a policy form coverage specifically designed to protect against acts, errors or omissions of CONTRACTOR and "Covered Professional Services" as designated in the policy must specifically include work performed under this Agreement. The policy limit shall be no less than One Million Dollars ($1,000,000.00) per claim and in the aggregate. The policy must "pay on behalf of the insureds and must include a provision establishing the insurer's duty to defend the insureds. The policy retroactive date shall be on or before the effective date of this Agreement. (e) Additional Insurance Requirements. CONTRACTOR agrees that if it does not keep the aforesaid insurance in full force and effect CITY may either immediately terminate this Agreement for default by CONTRACTOR, or, if insurance is available at reasonable cost, CITY may take out the necessary insurance and pay, at CONTRACTOR expense, the premium thereon. The general liability policy shall be endorsed to state that CITY, its officers, officials, employees, agents, representatives and volunteers (collectively hereinafter "City and City Personnel ") shall be covered as additional insureds with respect to the work or operations performed by or on behalf of CONTRACTOR, including materials, parts or equipment furnished in connection with such work. The automobile liability policy shall be endorsed to state that City and City Personnel shall be covered as additional insureds with respect to the ownership, operation, maintenance, use, loading or unloading of any automobile owned, leased, hired or borrowed by CONTRACTOR or for which CONTRACTOR is responsible. The insurance provided by CONTRACTOR shall be primary to any coverage available to CITY and shall provide that any insurance or self- insurance maintained by City or City Personnel shall be in excess of CONTRACTOR's insurance and shall not contribute with it. The insurance provided by CONTRACTOR shall be endorsed to state that the insurer shall waive all rights of subrogation against City and City Personnel. The policy or policies required herein shall be issued by an insurer admitted in the State of California with a rating of at least B +, VII in the latest edition of A.M. Best's insurance guide. 59 The certificates and endorsements for each insurance policy shall be signed by a person authorized by that insurer to bind coverage on its behalf. The certificates shall also specifically state that the coverage contained in those policies affords insurance in compliance with the terms and conditions as set forth in this Agreement. (f) Deductibles. Any deductibles or self- insured retentions must be declared to and approved by CITY prior to the execution of this Agreement by CITY. At the option of CITY, either the insurer shall reduce or eliminate the deductibles or self - insured retentions as respects CITY, or CONTRACTOR shall procure a bond guaranteeing payment of losses and expenses. (g) Notice of Policy Changes. Each such insurance policy shall be endorsed to state that coverage shall not be suspended, voided, cancelled, reduced in coverage or in limits, non - renewed, or materially changed for any reason, without thirty (30) days prior written notice thereof given by the insurer to CITY by U.S. mail, certified, or by personal delivery. In addition to such notice provided to CITY by the insurer, CONTRACTOR shall also provide CITY with thirty (30) days prior written notice, by certified mail return receipt requested, of the suspension, voiding, cancellation, reduction in coverage or in limits, non - renewal, or material change for any reason, of any such insurance policy or policies. (h) Evidence of Coverage. Prior to commencement of work, and at all times during the term of this Agreement, CONTRACTOR shall maintain on file with the City Clerk a certificate or certificates of insurance showing that the aforesaid policies are in effect in the required amounts, the additional insureds are named therein, and the policies cannot be canceled, reduced or otherwise modified except on thirty (30) days written notice by the insurance carrier to the CITY. The duplicate originals and original endorsements for each insurance policy shall be signed by a person authorized by that insurer to bind coverage on its behalf. The certificates shall also specifically state that the coverage contained in those policies affords insurance in compliance with the terms and conditions as set forth in this Agreement. The procuring of such insurance or the delivery of duplicate originals and endorsements evidencing the same shall not be construed as a limitation on CONTRACTOR's obligation to indemnify City and City Personnel. Nothing contained herein shall be construed as limiting in any way CONTRACTOR's obligations of indemnification under Section 13 or any other extent to which CONTRACTOR may be held responsible for payment of damages to persons or property resulting from its operations, including operations and work performed or materials supplied by or on behalf of CONTRACTOR, any subcontractors or by anyone directly or indirectly employed by any of them. 21. Ownership. Except as may be otherwise agreed by the parties in an Addendum with respect to any software or other work product identified therein, CITY shall own all rights in and to all software and other work product (collectively, 'Work Product ") developed by CONTRACTOR for CITY, including all intellectual property and proprietary rights thereto. To the extent any Work Product is not considered a "work for hire," CONTRACTOR agrees to assign and will assign and transfer, and will cause its Personnel (as defined Section 9) to so assign and transfer, to CITY all of its and their rights in and to such Work Product. To the extent applicable, CITY hereby grants to CONTRACTOR a nonexclusive, royalty free license to use the Work Product in performing the Services during the term of the applicable Addendum(s). Further, to the extent required by CONTRACTOR to perform the Services, CITY will be responsible for obtaining all required consents (including paying any license, transfer or upgrade fees) for CONTRACTOR and its Personnel to access and use CITY's equipment and software, including any leased equipment and third party software, during the term. If CONTRACTOR is 7 • requested by CITY to provide any CONTRACTOR proprietary software or other work product developed by CONTRACTOR either prior to or independent of this Agreement, the parties will negotiate in good faith for a license for CITY to use such software or other work product. Without limiting the foregoing, nothing contained in this Agreement shall be considered to restrict CONTRACTOR from any use of any ideas, concepts, methodologies, processes, technologies or other know -how relating to the Services hereunder which CONTRACTOR, individually or jointly with Company, develops or discloses under this Agreement. 22. Authorized Purchasing. CITY, upon its discretion, may authorize CONTRACTOR to act on its behalf as purchasing resource for information technology hardware and /or software identified as necessary for the performance of the Scope of Services and provided for in CITY budget. CONTRACTOR shall follow CITY standard policies and purchasing practices. `23. Employment Recruitment. CITY acknowledges that CONTRACTOR provides a valuable service by identifying and assigning personnel to provide Services to CITY. CITY further acknowledges that CITY would receive substantial additional value and CONTRACTOR would be deprived of the benefits of CONTRACTOR work force if CITY were to directly hire CONTRACTOR personnel after they have been introduced to CITY. As such, CITY shall not, without the prior written consent of CONTRACTOR, recruit, solicit, induce, or attempt to induce any employee or any personnel of CONTRACTOR who are or have been assigned to perform services during the Term of this Agreement (including any temporary employee or contractor) to leave the employ of CONTRACTOR to become connected in any way with, or employ or utilize any such employee in, any business of the CITY or any related business. CONTRACTOR hereby agrees that it will not solicit, induce, or attempt to induce any employee (including any temporary employee or contractor) of CITY to leave the employ of CITY to become connected in any way with, or employ or utilize any such employee in, any business of CONTRACTOR. (amended 01- 26 -09) IN WITNESS WHEREOF, the parties have caused this Agreement to be duly executed by their authorized representatives effective as of the Effective Date set forth above. City of Seal Beach Authorized Officer By: (5-�;/ Name: David Carmany Title: City Manager Date: /- 2%'O"� Synoptek Authorized Officer By: G Name: Eric Cordoniz Title: Chief Technology Officer Date: 01/22/09 11 0 Approved as to Form: City Attorney Attest: t Jerk 0 Exhibit A — Scope of Services The City of Seal Beach's "Request for Proposal for Comprehensive Information Technology Services" dated March, 2007 and the Synoptek's "Proposal for IT Infrastructure Outsourcing and Managed Services Prepared for the City of Seal Beach" dated March 15, 2007 is incorporated herein by reference. 10 0 0 Exhibit B — Project Fees Synoptek's "Pricing and Service Level Objectives" is incorporated herein by reference. As identified in the referenced document, Synoptek will charge the following: Estimated Hours for First 120 Days — Cost of Contract per Month for First 120 Days - Estimated Hours, Steady Rate - Cost of Contract per Month Following First 120 Days - 11 370 hours $24,000.00 /mo 260 hours $18,000.00 /mo 0 Exhibit C — Schedule of Professional Fees Synoptek's "Pricing and Service Level Objectives" is incorporated herein by reference. As identified in the referenced document, Synoptek will charge the following: Project Management Services: Part -Time Project Management per Hour - $125 /hour Senior Project Engineer: Full -Time On -Site Engineer per Hour - $125 /hour 12 a'D •i, � • 1 � o 0 o D June 1, 2010 Mr. Eric Codorniz Synoptek Inc 19520 Jamboree Road Irvine, CA 92612 -2429 Dear Mr. Codorniz: CITY HALL ?I1 EIGHTH STR('ET SEAL BEACH, CALIFORNIA 90, ;G2�) -33 ciseal- beach..a.I Per the Agreement entitled Comprehensive Information Technology and Support Services, Article 3. Term of Aareement/Addendum(s), "The City Manager or his designated representative(s) may annually extend the terms of this Agreement beyond the initial two - year period for four (4) additional one -year periods by written notice to CONTRACTOR." the City of Seal Beach has not received any notice of any changes in such terms or conditions. This letter serves as written acknowledgement that the City of Seal Beach shall accept the annual extension of all terms and conditions of the existing agreement for an additional one (1) year term starting May 29, 2010, and ending on May 29, 2011. If you have any questions, please contact me at your earliest convenience at (562) 431 -2527 extension 1300. Sincerely, David Carmany City Manager DC /ac cc: Director of Administrative Services cc: City Clerk 0 0 Exhibit A — Scope of Services The City of Seal Beach's "Request for Proposal for Comprehensive Information Technology Services" dated March, 2007 and the Synoptek's "Proposal for IT Infrastructure Outsourcing and Managed Services Prepared for the City of Seal Beach" dated March 15, 2007 is incorporated herein by reference. • 0 • Synoptek- March 15, 2007 Keith Evanoff Director of Administrative Services City of Seal Beach 211 — 8 °i St. Seal Beach, CA 90740 Dear Keith, On behalf of Synoptek, I would like to thank you for the opportunity to respond to your REP (Comprehensive Information Technology (IT) Service). We are enthusiastic about the chance to work with you and the City of Seal Beach on delivering the highest level of IT service and support as well as assuming the responsibility of challenges that will ultimately bring improved capability, structure, stability and reliability to the entire IT Infrastructure in the City of Seal Beach. By accepting our plan and proposal, the City of Seal Beach will benefit from the cost effective IT delivery model provided by our entire technology team. This approach will provide end to end IT services that will not only maintain your organization but also leverage the entire technology expertise of our entire staff. Our approach is specifically designed to achieve the goals you have stated in your RFP and is the approach we are currently using for a number of satisfied customers. Specifically, you have set goals to maintain and support your existing IT infrastructure. At the same time you need to implement changes that will ensure application and data availability, network security and business continuance. Synoptek's Managed Services offering coupled with our Project Services/Engineering Staff, uniquely qualifies us to be your trusted IT solution provider. Our proposal will ensure the following services for the City of Seal Beach: Maintaining Your Infrastructure • Help desk and user support (7 x 24 x 365) • Daily issue tracking and reporting • Proactive management and monitoring of all network, servers and workstations • Preventive maintenance and routine administration Improving Your Infrastructure • Virtual Chief Technology Officer (VCTO) • Senior Project Engineers • Project Management • Consultation, advice and implementation services for the leading technologies that will reduce costs and increase productivity Synoptek's Team Model approach is a successful and proven program to maintain and improve your IT infrastructure. We are prepared to hit the ground running and achieve the goals set forth in the REP. Thank you again for the opportunity to work with the City of Seal Beach. We intend on earning your business and becoming a long term partner! Best regards, Tim Britt CEO, Synoptek 1932 East Deere Avenue • Suite 150 • Santa Ana, California 92705 • office 949.241.8600 • fax 949.241.8690 • www.synoptek.com Im i IT Infrastructure Outsourcing & Managed Services Prepared for the City of Seal Beach Produced by: Synoptek- March 15, 2007 1932 E Deere Ave, Suite 150 Santa Ana, CA 92705 (949) 241 -8600 Legal Notice: The information transmitted in this document is intended only for the addressee and may contain confidential and /or privileged material. Any interception, review, retransmission, dissemination, or other use of, or taking of any action upon this information by persons or entities other than the intended recipient is prohibited by law and may subject them to criminal or civil liability. � � C Synoptek- Table of Contents Tableof Contents ..................................................................................................................... ............................... 1 Visionand Scope Defined ....................................................................................................... ............................... 2 Approach: Synoptek's Service Delivery Framework ........................................................... ............................... 3 ITManagement Challenges ................................................................................................... ............................... 3 SynootekSolution .................................................................................................................. ............................... 4 Synoptek's Project Services: ................................................................................................................... ............. 6 Synoptek's Managed Services: .................................................................................. ..................................... .... 6 Managed Services Escalation Process .................................................................................. ............................... 7 Benefits of Synoptek's Solution .............................................................................................. ............................... 8 Plan and Schedule for Implementing Recommendations (included in pricing) ................ ............................... 9 ProiectServices ..................................................................................................................... ............................... 9 ManagedServices .................................................................................................................. ............................... 9 Planand Schedule: ............... ............................................................................................... ............................. 10 Team Delivery Model and Approach ..................................................................................... ............................... 11 Overview of Team Roles and Responsibilities ..................................................................... ............................... 11 TeamBios ............................................................................................................................ ............................... 12 ReportingRequirements ........................................................................................................ ............................... 14 Managed Services Reporting ............................................................................................... ............................... 15 ProjectServices Reporting ................................................................................................... ............................... 15 Statementof Qualifications ................................................................................................... ............................... 15 Capabilitiesof Synoptek ....................................................................................................... ............................... 15 MicrosoftInfrastructure .................................................................................................... ............................... 15 Secure Access Infrastructure ........................................................................................... ............................... 15 Server Virtualization & Infrastructure ............................................................................... ............................... 16 Intemetworking................................................................................................................ ............................... 16 SynoptekStaffing Services .............................................................................................. ............................... 17 Enterprise Project Management ...................................................................................... ............................... 17 Certifications......................................................................................................................... ............................... 17 Historyand Profitability ......................................................................................................... ............................... 18 SynootekEmployee List ....................................................................................................... ............................... 18 Representative I Similar Agreements ................................................................................... ............................... 19 Representative Client Results: ................................................................................ ........................................ 19 List of Representative Clients — 50 Named Clients: ............................................................................................ 19 ClientReference Contacts :.................................................................................................. ............................... 20 Pricing and Service Level Objectives ................................................................................... ............................... 22 Addendum A - Synoptek Insurance Qualification Letter .................................................... ............................... 23 Addendum B — Preliminary Project Plan .............................................................................. ............................... 23 Addendum C — Quarterly Business Review Reporting ....................................................... ............................... 23 AddendumD— Sealed Pricing ................................................................................................ .............................23 1 Synoptek- Vision and Scope Defined The City of Seal Beach is seeking proposals for professional services from experienced and reputable consultants and /or companies to perform comprehensive Information Technology (IT) services for the City Hall, the Police Department, and other City departments. In response to this request for proposal, Synoptek will be expected to provide overall responsibility for all IT functions and systems and support for the four (4) office locations (City Hall, -2- Police Department, Lifeguard Station and City Maintenance Yard) and remote users for a period up to five (5) years. This includes but is not limited to the following current infrastructure and user community: • Manage and support all Windows -based servers, including hardware, software and system configuration (15 -20 Servers) • Manage and support all Windows -based desktops and laptop computers, including hardware, software and system configuration (100 -150 Workstations) • Manage and support all components of the local and wide -area networks (LAN and WAN) as well as intemet connectivity for all locations and VPN connections • Manage and support the wireless networks within all locations and those interconnecting all locations • Manage and support all Windows server -based applications • Install and configure PC and server -based software, when needed. • Manage and support all network and locally- attached printers for all locations. (Printer maintenance is managed separately by an outside vendor) • Act in the capacity of an IT helpdesk, responding to all user support requests for assistance and logging those requests in a ticketing system for tracking and reporting purposes • Manage the network file system to ensure that access to City data is secure and available for access to approved user groups • Manage and support the City's Active Directory infrastructure including all components and supporting services • Manage and support the City's email system and supporting messaging infrastructure, as well as smart-phone integration for mobile users. • Manage and support the City's antivirus systems and perform virus removal and remediation when necessary • Ensure that all disk -based and tape -based backup systems are functioning properly and that all servers and critical data are consistently backed up on a nightly basis • Manage and support all security- related devices and systems, including firewalls, encryption, web content filtering, spy ware prevention systems, and spam and virus filtering systems • Be responsible for ensuring the physical, network, application and data security for all IT systems • Design, implement, manage, and support the City's web site, posting new public documents to the site and performing related tasks as required • Provide weekly written status reports to the City of IT activity, open and resolved issues, and alerting the City to any existing or potential problems with its IT systems • Communicate with outside 3rd -party IT partners with respect to interconnectivity with other agencies (e.g., WesComm, COPLINK, etc) • Interface with 3rd -party vendors responsible for records management (i.e., Laserfische, etc) and financial systems (e.g., Springbrook) and manage related software interconnectivity and application issues • Communicate with outside service providers to coordinate the City's use of their services (e.g. data circuit providers, DNS and other hosting companies, etc.) • Be responsible for the timely application of PC, server and application patches, service packs, and other updates as necessary to keep PCs, servers and applications up to date • Manage and support the City's remote access systems, which provide City users with secure remote access to specified IT systems • Perform routine upgrades to existing hardware and software as necessary to remain up to date with respect to the latest technology releases • Manage software licenses, keeping a written and electronic inventory of all licenses purchased by the City as well as a record of where those licenses are used Synoptek- • Notify the City if new licenses are necessary as the City's requirements change or as are necessary to remain in full compliance with all software license agreements • Manage all IT- related support contracts and notify the City of upcoming contract expirations, so that the City can choose to renew them if desired without a lapse of coverage • Maintain up to date documentation of the City's IT systems (including password access to all systems) • Maintain up to date IT asset inventory • Setup new PCs and perform routine moves and changes, as needed • Conduct user training as needed • Setup new servers as needed, as the City outgrows its existing capacity or as might be needed to keep server hardware up to date • Coordinate IT purchasing by identifying needs; making recommendations to the City; providing competitive quotations for required equipment and licenses; and upon approval of the City placing all orders and tracking receipt of equipment • Act as the City representative, as required, when interacting with other agencies and services firms on matters affecting IT Synoptek is completely capable of acting independently for the management of day -to -day activities and will deliver services in compliance with agreed -upon Service Level Objectives. In addition to managing IT services for the City, Synoptek will provide written status reports to the City on a predefined basis and will be responsible for making high -level IT-related recommendations to the City for approval. This partnership will afford the City of Seal Beach the expertise without the cost of hiring additional full time IT support staff foregoing the long term costs associated with such investments. Synoptek is assuming a partnership with the City of Seal Beach for this engagement in such a manner that the success of the above depends on the information gathered by Synoptek from the City of Seal Beach. It's further assumed that the City of Seal Beach discloses all reasonable information pertinent to this engagement and is available for discussion regarding this information. Approach: Synoptek's Service Delivery Framework IT Management Challenges The City of Seal Beach faces critical challenges in managing their IT Infrastructure. A recent technology assessment revealed that the city needs to implement standard IT management processes, catch -up on performing normal IT maintenance tasks and update their infrastructure to resolve many of the issues they now face. Many operationally and technology intensive organizations with fewer than 1000 employees face these same challenges including: • Information security issues • Risk of data loss or downtime • Inadequate IT service levels to support normal and effective business operation • Lack of standard management and operating processes • High costs • Failure to comply with organization specific, legally mandated or industry mandated policies These issues are typically compounded by several other trends: • Proliferation of technology required to operate effectively • Increasing complexity of integrated technical environment • Difficulty securing and retaining talented IT Team that can support environment • Inability to develop and maintain depth of expertise required to diagnose challenging problems • Demanding on -call and support requirements that typically cannot be met by I to 3 person IT team • Insufficient budget required for technology investments required to automate, manage, report and monitor IT operations � � C As a result, many organizations lack basic IT planning and management, lack basic standard industry processes, fail to generally maintain IT infrastructure, experience poor IT service levels, incur high costs, risk losing data and/or risk effecting overall productivity of the organization due to their inadequate IT support. ITIL Framework Svnoptek Solution To address these issues, Synoptek has developed an IT management framework based on a global industry standard called ITIL. This ITIL (IT Infrastructure Library — Global Standard for IT Operation) based framework leverages best practice IT planning processes, project management processes and IT operations processes to ensure our clients experience the right service levels and get the most out of the IT investments. The following illustration highlights our business and organizationally aligned processes that ensure our clients have the right IT capabilities. r i _ Quality y UM '' " ' Flexibility Cost 2 'Al t ° BUJNESS PROCESSES , V5 Y t �F effective. J a sE�u r organisation �- efficient + effective - R service provision efficient SER 10..RMA EM,E�� Figure 1: The ITIL Framework SvnOD! At the more detailed level, Synoptek executes management processes that continuously monitor service level requirements, cost of IT, capacity requirements, availability requirements and continuity requirements. Based on these requirements, services and resources are provisioned (projects) to ensure those requirements are met. IT Service Continuity Availability Management Managemen Capacity Management Financial Management for IT services Service Level Management GO `` 0 e of q C'0- Management Release Management Change Management guQ Configuration - Management Problem Synoptek's service model combines world -class IT Project delivery with industry best practice IT service management processes to ensure clients like The City of Seal Beach have superior IT services. Synoptek's solution delivers: • Enhanced IT capability over time (less maintenance $, more investment $) • Higher service level • Lower risk of data loss or productivity loss • Lower cost of operation In addition to world class processes, Synoptek leverages a large high quality technical team and technology to automate many of the routine administration tasks and monitoring. Through these capabilities, Synoptek is able to recommend and implement the best IT infrastructure for your business, manage the infrastructure optimally to maximize service levels, minimize business disruption/risk and solve problems efficiently when they do occur. Synoptek categorizes IT work effort in two primary categories: project oriented investments and on -going operational expenses. By using disciplined investment and expense management frameworks, we are able to help our clients measure the benefits of their investments over the long -term, maximize the % of IT expenditure that goes to developing new IT capability and enhanced services, minimize ongoing costs and minimize risks. Synoptek has built two teams to deliver engineering and IT support services to our clients. One -time project investment in personnel and technology resources that significantly Service Provisioning enhance IT services. This may include service level enhancement, new services, improved capabilities, cost reduction or risk reduction. � � J Synop• Synoptek has leveraged its experience working with large IT organizations to develop IT Service Management support processes and a support organization that brings world -class enterprise level IT support and services to small, medium and large organizations. The following illustration outlines our overall IT Infrastructure implementation and management capabilities. Our project managers, engineers and consultants typically evaluate our client's needs, technology opportunities and the benefits for our clients. We then work with our clients to determine projects that will benefit their overall organization. These projects are then implemented by our project engineers and consultants Once new IT capabilities are implemented, our managed services team takes over the on -going management, maintenance, operation and support of those new capabilities. Governance Project Results Project Management Drivers Consulting • Growth Engineering • Service level increase • Service level • Cost reduction • Regulatory • Risk reduction Engineering Managed Results Services ions AO 6ra High service level • Proactive Rap id response management • Rapid problem • User problem Service Desk resolution resolution Incident Management • Lower cost • Technology failure Availability • Lower risk identification Continuity • Technology Security upgrades Figure 3: IT Infrastructure implementation and management capabilities Synoptek's Project Services: IT infrastructure is a strategic asset and the critical foundation upon which hardware and software can deliver services and user applications that a business needs in order to operate effectively and succeed. For many organizations growth and rapid developments in new technologies have resulted in data center and desktop infrastructures that are overly complex, inflexible, and difficult to manage with built -in costs that are not only high, but somewhat fixed regardless of changing business requirements. At Synoptek, we understand the key drivers of infrastructure management; they are availability, accessibility, continuity, capacity, security and consolidation. Our goal of this partnership is to work with the City of Seal Beach to identify and prioritize strategic projects that will leverage proven technologies and help reduce costs associated with IT administration and overhead. The Project Services component would include a senior consultant onsite daily at the City of Seal Beach for approximately the first 120 hours per month for the purposes of strategically designing and implementing any projects that are identified or deemed critical in nature. There will be a primary project engineer assigned to the account (Michelle Carroll); however, a variety of senior consultants may be used depending on the priority projects required at the time. Synoptek's Managed Services Synoptek offers a proactive IT management service that provides: Svn O Dtek- Superior IT capabilities • High service levels • Superior support levels • Low total cost of ownership (TCO) Synoptek does this the by leveraging best practice processes, a large person technical team and using technology to automate many of the routine administration tasks. Through these capabilities, Synoptek is able to recommend the best IT infrastructure for your business, manage the infrastructure proactively to maximize service levels and minimize business disruption /risk and solve problems efficiently when they do occur. Typically organizations face the following resource challenges: Budgetary constraints restrict the organizations ability to hire the necessary IT staff to plan, administer and support today's complex multi - technology IT infrastructure as well as complete additional projects when the need arises The resources they do have lack the diversified technical expertise necessary to manage the complex technologies in today's typical technical infrastructure The service level has become increasingly important, while maintaining or reducing IT cost structure is also a critical factor for the organization Synoptek leverages their enterprise level IT organization to manage your IT infrastructure at a world class level. Wt assign a senior IT executive to serve as your Virtual Chief Technology Officer (VCTO) and provide advisory services on IT infrastructure needs. In addition, we assign one of our systems engineers to serve as your Virtual Systems Administrator (V SA) and actually manage your IT needs. Finally, our fully staffed service center is able to provide unlimited help desk support for your employees. We can effectively do this because Synoptek has made significant investments in monitoring and management solutions to automate many of the routine administrative tasks. We do all of this for a fixed monthly fee, which ensures that we have incentive to resolve problems quickly for you. Based on the size of your organization and the complexity of your IT infrastructure we can quickly provide competitive monthly price. Managed Services Escalation Process After a request or alert is received by the help desk, some initial troubleshooting and mitigation will be done, if the problem cannot be resolved instantly it will be assigned a priority. Prioritizing is a must, because some days are filled with urgent problems, which means some problems must wait. Our priority system is based on overall company impact and is designed to be fair and practical. Below is a guide to what each Priority level means in terms of time. Emergency An emergency classification means that the incident has a severe overall business impact such as revenue generating web servers, network, email server, or hardware failure that your clients interface with. An engineer will begin working on these incidents within 1 hour and continue until it is resolved. High A High Priority classification means that the incident has a moderate business impact or high individual impact such as email application not working or personal computer hardware failure. An engineer will begin working on the incident within 4 business hours and continue until the incident is resolved. Medium A Medium Priority Classification means that the incident has a low business impact or moderate individual impact such as printing issues or application instability. Medium Priority incidents will be assigned to an engineer who will begin working on them within 8 business hours and may schedule a time to resolve the problem at the soonest possible date. Low A Low Priority Classification means that the incident has a low business or individual impact such as minor printer problems, application installations, new user creation or any activity that can be scheduled for the J Synov most convenient time without creating user hardship. A Low priority incident will be assigned to an engineer who will schedule a resolution to the incident at an appropriate time. Hold A Hold Priority indicates that the incident can not be worked on because we are waiting for information from the user, client, or hardware from a vendor. Incidents placed on hold will be closed 5 days after the expected delivery dates. A call can always be reopened by simply replying to the support notification email. Synoptek should be the first call for any IT related problem, either server related or workstation related. While we may not be independent in resolving the issue, we will manage the process for escalation to either a senior engineer, third party vendor or in some cases hardware and software manufacturer. Serving as a single point of centralized management and ticketing system for IT related issues will provide the user community of the City of Seal Beach a fast and easy way to get assistance for all IT related functions. Benefits of Svnoptek's Solution • Minimizes Cost of IT Operation Synoptek tracks time and effort spent on various maintenance tasks and documents all support services. This enables Synoptek to constantly track labor - the highest cost component of maintaining and supporting your IT infrastructure (down to the server level). By tracking labor consumption, Synoptek is able to identify cost saving opportunities that reduce cost of maintenance and allow those dollars to be invested in increased functional or higher service level capabilities. • Minimizes Cost of IT Operation Synoptek tracks time and effort spent on various maintenance tasks and documents all support services. This enables Synoptek to constantly track labor - the highest cost component of maintaining and supporting your IT infrastructure (down to the server level). By tracking labor consumption, Synoptek is able to identify cost saving opportunities that reduce cost of maintenance and allow those dollars to be invested in increased functional or higher service level capabilities. • Maximize Service Level and Function Synoptek's proactive management, monitoring and alerting ensure that the risk of incidents that lead to server or network failure are identified and addressed prior to a failure occurring. This process maximizes server and network uptime. • Reduce Risk of Data Loss or Productivity Loss By monitoring server and storage health and architecting the necessary storage reliability, ensuring the backups are successful, ensuring tape backups are removed from the premises, the risk of data loss will be dramatically reduced. • Prevents Problems Before They Happen Synoptek uses an event log management system with over 2000 pre - identified errors and prescribed steps for resolution. In the event that one of our client's systems begins to log errors, our system recognizes the error, alerts our service desk and provides a recommendation for steps to resolve the error. • Resolve Problems Quickly When They Do Happen By using Synoptek's managed services offering, your organization is able to leverage a team of technology specialists waiting to serve you. Initial calls are taken by a systems engineer for initial analysis. The engineer then determines if the problem is a routine problem or related to a more specialized technology. If the engineer is unable to resolve a level I or level 2 problem within one hour, the problem is escalated to a senior engineer, a technology specialist (Citrix, Exchange, Linux, Windows Server, Active Directory, etc.) for rapid resolution or de- escalation. This process ensures that we resolve solutions quickly. • Automated Administration and Monitoring Synoptek has invested over $250,000 in administration automation and monitoring tools to ensure that your IT systems are managed in the most proactive manner possible. These automated processes ensure your systems have the latest security patches, have the latest anti -virus updates and that the general health of the system is good (if not we are alerted). � � C Synop� Plan and Schedule for Implementing Recommendations (included in pricing) Project Services Early assumptions are that the City of Seal Beach would like Project Services team to remediate some or all of the following issues that were identified by Prosum in an earlier assessment of the current infrastructure. They are listed below with a proposed time frame for execution of these tasks. Date Project Services Week 1 Begin Backing Up All Servers (Critical!) Week 1 Resolve Antivirus Software Problems Week 2 Fix Network Connection to Life Guard Office Week 2 Resolve Cabling Problems Week 3 Purchase an Additional Network Switch for City Hall Week 3 configure Network Switches for Management Week 4 Upgrade Cisco Switch at Police Station Week 4 Upgrade the Wireless Bridge Links Between Sites Week 5 Centralize Wireless Network Management Week 5 Upgrade the EOC Network Access Week 6 Standardize PC Environment Week 6 Implement Organizational Units (OUs) in Active Directory Week 7 Use Group Policies to Control and Standardize Desktop Environment Week 7 Institute an Account Lockout Policy Week 8 Institute an Audit Policy Week 8 Secure the Police Station Server Room Week 9 Implement Change Management Procedures Week 9 Document the Network Week 10 Enable RPC over HTTPS for Outlook 2003 Week 10 Enable Mobile Device Support for Exchange Week I 1 Begin Using M15 Appliance for Web Content Filtering Week 11 Resolve WINS and DNS Configuration Errors Week 12 Resolve City Hall DHCP Conflicts Week 12 Confirm Critical Device Configurations are Backed U Week 13 Remove Domain Controller Role from KIWI Server Week 13 Resolve Terminal Services Mis -Cons uration Problems Week 14 Restrict Local Admin Access for Users Week 14 Resolve Disk Space Problem on HAMMERMAIL Managed Services Early assumptions are that the City of Seal Beach would like our Managed Services team to remediate some or at] of the following issues that were identified by Prosum in an earlier assessment of the current infrastructure. These services and recommendations in the Seal Beach technology assessment are included in the Synoptek managed services offering. They are listed below. Date Managed Services Included Implement a Server/ Network Monitoring Systems Included Im lement a PC Management System Included Implement a Hel desk Ticking System Included Begin Using Windows Security Update Service / Patching of Security Holes in PCs and Servers Included Institute a Password Policy Included Implement a Password Safe Also in the documentation provided by Prosum are lists of other projects that have been assessed as milestones for the City of Seal Beach to consider. These considerations are outlined below. we Synoptek- Date TBD -Erok,ct Services Assess Network Applications ------------ TBD Assess File System Organization and Security TBD Asses MDC System in Police Vehicles ssess Plan and Schedule: Synoptek has gathered the available information provided by the City of Seal Beach as well as (Prosurn) and begun u preliminary project plan that has assisted iu budgeting and planning the first }20 days of this engagement. Please see the attached Microsoft Project Plan (Addendum B) for a summary of these tasks and deliverables� an P. 1001 EW- Figure 4: Preliminary Project Plan and I imeline 10 Svnopl Team Delivery Model and Approach As mentioned above, Synoptek leverages their enterprise IT team to manage your IT infrastructure at a world class level. We assign a senior IT executive to serve as your Virtual Chief Technology Officer (CTO) and provide advisory services on IT infrastructure needs. We provide project managers and as well as project engineers to design and implement new IT capabilities. Synoptek can also provide business process improvement and software implementation (custom or package) to address specific systems needs as part of our project management services. We assign one of our systems engineers to serve as your Virtual Systems Administrator and actually administer your existing IT systems. Our fully staffed service center is able to provide unlimited help desk support for your employees. Finally, our 7X24 NOC will continually monitor your systems and mitigate and provide first response mitigation services around the clock. We leverage technology monitoring and management solutions to automate many of the routine administrative tasks. We do all of this for a fixed monthly fee, which ensures that we have incentive to resolve problems quickly for you. Our engineering and consulting team combines best practices project management concepts and technical expertise to deliver results for our clients. Our consulting team helps our clients evaluate, plan, design and implement new IT capabilities to best meet the needs of their organization. This team consists of project managers, technology consultants, technology subject matter experts and engineers that have extensive implementation experience or specific technology expertise. Our managed services team manages the on -going operation of the existing information technology services and assets and performs routine maintenance and administration. Synoptek leverages a global standard framework (ITIL— IT Infrastructure Library) that enable it to justify, plan, design and implement new technologies leveraging best practice implementation techniques and technology subject matter experts to deliver new IT capabilities for our clients. Overview of Team Roles and Responsibilities The Synoptek team leverages specialized roles to deliver enterprise IT support to medium sized organizations. 11 Role Primary Responsibilities Assigned Resources CTO Services (VCTO) Business and IT planning sessions Eric Codomiz Review and assess IT environment John Gill (Secondary) Identify gaps for achieving business goals David Keil (Secondary) Determine IT investments Determine and recommend solutions Final escalation point for significant issues Systems Administration Remote system administrator - Stephanie Carroll Services (VSA) Performs all server and workstation Lance Boland maintenance All routine work automated using vi Synoptek/Net Solutions' monitoring skill and W tools. •t Service level reporting ^ Service Desk Support Remote help desk - unlimited support for end- Jason Brower R •'W Engineers "SerS Real -time response Ban Lam W Albert Patton U Kevin CC � 7X24 Network Operating Setup and configure administration Center (NOC) Team automation and monitoring solutions Review alerts and error notifications Recommend and implement mitigation actions 2" — 3` Level Support Subject MS Exchange, MS Windows Server Michelle Carroll Matter Experts 2" — 3` Level Support Subject Network Engineering, MS Glenn Roberts Matter Ex erts Technolo ies 2" — 3` Level Support Subject Network Engineering, MS David Keil Matter Experts I Technologies, VMWare, Citrix 11 no °® go 00 go go go Lie 00 no go 0 °® me as go 00 00 00 00 00 go Lie go A as 00 00 00 00 00 00 00 go 00 00 00 J Synoptek- Team Bios Synoptek has the right expertise for the right function and will leverage those resources on an as needed basis. The following are the bins of a select group of employees at Synoptek that would be dedicated to your service level agreement. Eric Cordorniz— Chief Technology Officer Mr. Codomiz is a Managing Solutions Engineer who has over 12 years of technology integration and networking industry experience. He provides management, implementation, and migration expertise to enterprise clients with a focus on overall security and ROI. Special Skills include Microsoft networking and client/server migrations as far back as Windows 3.1 and NT 3.51. He has substantial knowledge with messaging systems and has assumed major roles on several messaging and operating system migrations including Exchange, Lotus Notes, MS Mail, Ccmail, Novell, NT4 and Windows 2000. Eric also has extensive experience with secure networking and remote access solutions, including various implementations of routers, switches, firewalls, concentrators, and authentication services. Mr. Codorniz has also spent time aiding companies Sarbanes -Oxley compliance, Business Continuity practices, and has even helped author and teach Backup & Disaster Recovery seminars for Enterprise customers over the course of his career. Mr. Codorniz has strong interpersonal verbal and written communication skills, of which he has used for the benefit of outside sales, client partnering, presentations, and project management. He has worked extensively with technical as well as non - technical clients including "C" level clients to assist in the vision and implementation of technology to arrive at altemative business solutions. Steve Casey — VP, Infrastructure Services & Project Management Mr. Casey joined the Synoptek team in early 2007 as Vice President of Infrastructure Services. His focus is to manage the day to day operations of the consulting team as well as drive new business to the consulting services group. Special Skill includes extensive project management experience and keen business acumen in the systems integration industry. He has a history of success managing large scale projects with clients such as 20th Century Fox, Deloitte and Touche, Retirement Housing Foundation and Providence Health and Services. Prior tojoining Synoptek, Steve worked as a Director for MTM Technologies, the largest Citrix Integrator in the country. Prior to MTM, he has 12 years of experience with Axcent Solutions where he was co- founder and 2" — 3` Level Support Subject Network Engineering Rob VonNostrand Matter Experts WD Project Manager IT Infrastructure Project management Steve Casey uProject status reports Project Manager Project planning John Creger Project evaluation Miguel Sanchez � Project definition Project management p Pro ect reporting Business Process and Systems Business process improvement and Tim Britt Consulting system solutions Jason Jaan 0 John Creger ,a MiguelSanchez = Project Engineers and Network Engineering Glenn Roberts CC Consultants Server Infrastructure David Keil ++ Disaster Recovery Rob VanNostrand y Server Consolidation John Gill 'Q Network Access Infrastructure Michelle Carroll L Security Brian Galucci Or Microsoft Technologies Chris Owen Aqil Abuhi leh Team Bios Synoptek has the right expertise for the right function and will leverage those resources on an as needed basis. The following are the bins of a select group of employees at Synoptek that would be dedicated to your service level agreement. Eric Cordorniz— Chief Technology Officer Mr. Codomiz is a Managing Solutions Engineer who has over 12 years of technology integration and networking industry experience. He provides management, implementation, and migration expertise to enterprise clients with a focus on overall security and ROI. Special Skills include Microsoft networking and client/server migrations as far back as Windows 3.1 and NT 3.51. He has substantial knowledge with messaging systems and has assumed major roles on several messaging and operating system migrations including Exchange, Lotus Notes, MS Mail, Ccmail, Novell, NT4 and Windows 2000. Eric also has extensive experience with secure networking and remote access solutions, including various implementations of routers, switches, firewalls, concentrators, and authentication services. Mr. Codorniz has also spent time aiding companies Sarbanes -Oxley compliance, Business Continuity practices, and has even helped author and teach Backup & Disaster Recovery seminars for Enterprise customers over the course of his career. Mr. Codorniz has strong interpersonal verbal and written communication skills, of which he has used for the benefit of outside sales, client partnering, presentations, and project management. He has worked extensively with technical as well as non - technical clients including "C" level clients to assist in the vision and implementation of technology to arrive at altemative business solutions. Steve Casey — VP, Infrastructure Services & Project Management Mr. Casey joined the Synoptek team in early 2007 as Vice President of Infrastructure Services. His focus is to manage the day to day operations of the consulting team as well as drive new business to the consulting services group. Special Skill includes extensive project management experience and keen business acumen in the systems integration industry. He has a history of success managing large scale projects with clients such as 20th Century Fox, Deloitte and Touche, Retirement Housing Foundation and Providence Health and Services. Prior tojoining Synoptek, Steve worked as a Director for MTM Technologies, the largest Citrix Integrator in the country. Prior to MTM, he has 12 years of experience with Axcent Solutions where he was co- founder and Synoptek- Vice President for over six years and FutureLink Corp where he served as Director. He possesses an ongoing history of achievement with varying roles and responsibilities. Steve graduated from Cal State Fullerton with a B.A. in Communications and a minor in Marketing. John Gill — Senior Solutions Engineer Mr. Gill joined the Synoptek team in late 2006 as a Senior Solutions Engineer. His focus has been to support Professional Services and Manage Services clients' needs in a varied array of different projects. He is currently working closely with the CTO of Synoptek to create best practices and recommendations for all of its Managed Clients. His ultimate goal is to take over the VCTO responsibility of the company and to expand its clientele. Special skills include project management experience, a plethora of knowledge in various industry Operating systems, Migrations, Data Center and Server Management, Networking, Extensive Security experience including work with the DOD, CIA, FBI, and Sheriff's Dept. He has also worked in various management capacities as the Director of Manager of IT. Prior to joining Synoptek, John worked as the Director of Information Technology for Franchise Services, Inc. Prior to FSI, he has 3 years of Security and Project Management/Project Implementation experience with The Orange County Sheriff's Department where he was the Manager of Information Technology and Project Implementation Specialist for 3 years and Kaplan College where he served as Manager of Information Technology. He possesses an ongoing history of achievement with varying roles and responsibilities. John graduated from Keio University with a B.S. in Information Systems and a minor in Japanese Communication. Michelle Carroll — Sr. Systems Engineer Ms. Carroll is a Solutions Engineer with over 8 years of technology integration and networking industry experience. She provides management, implementation, and migration expertise to SMB clients. Special Skills include Microsoft networking and client/server migrations as far back as Windows NT 4.0. She has substantial knowledge with messaging systems and has assumed major roles on several messaging and operating system migrations including Exchange, Lotus Notes, MS Mail, Novell, NT4, Windows 2000 and Windows 2003. Ms. Carroll also has extensive experience with secure networking and remote access solutions, including various implementations of routers, switches, firewalls, concentrators, and authentications services. Ms. Carroll has strong interpersonal verbal and written communication skills which she has used for the benefit of sales, presentations, customer service, customer training, project management and system documentation. She has worked extensively with technical as well as non - technical clients to assist in the implementation of new technology. Glenn Roberts — Sr. Systems Engineer Mr. Roberts is a Sr. Systems Engineer with over 10 years of consulting experience and brings a wide range of skill sets and implementation experience in technologies such as Windows Server, Exchange Server and Citrix Presentation Server. Mr. Roberts has performed dozens of Exchange Migrations for companies ranging in size from 50 to 5000 users. In addition he has experience in deployment of Cisco routers ranging from 1605r to 7500. Special project have included Designing Clustered SQL SERVER support for 10,000 concurrent users with scalability for up to 30,000 and High - Availability solution for Web Content using Network Load Balancing for up to 5000 concurrent users. Brian Gallucci — Sr. Networking Engineer Mr. Gallucci has extensive networking and security expertise. He has designed and implemented a several new Data Centers — one resulting in saving the company $8.1M. Furthermore, Mr. Gallucci has been responsible for defining and implementing the enterprise security strategy using Cisco Clean Access, Cisco 6503 -E, 6509 -E FWSM, Cisco PIX firewalls, and Cisco ASA 55xx w/IPS modules at an enterprise level auto club. In addition he has performed 738 Frame Relay Circuits and performed numerous penetration and vulnerability tests for various clients. More recently, Mr. Gallucci has evaluated and re- architected the server and network infrastructure for a large software development company. He has designed the future network architecture for a rapidly growing midlevel energy company. Evaluated network performance and security for a large international retailer and reconfigured the network infrastructure for a client's acquisition that included disconnecting and reconnecting all network devices. 13 � � C Synopi Lance Boland — Solutions Engineer Lance's technology competencies focus on the efficient operation and management of customer service and technology support departments. In addition to call center type operations, he has extensive experience with project management, resource management, and program budgeting. Prior to joining Synoptek, Lance has managed help desk and call center operations with The First American Corporation, implemented project management and database solutions with Business Engine, and served as managing partner with ParmerOne Business Solutions, a software solutions provider. Lance holds a Bachelors of Science in Information Technologies from Phoenix University, and has 10 years industry experience working with Fortune 100 companies. Stephanie Carroll— Solutions Engineer Ms. Carroll is a Solutions Engineer with five years hands -on experience. She provides management, execution, and migration expertise with a focus on networking, cabling and various other fields in Information Technology. Special Skills include Microsoft networking, client/server migrations, configurations and upgrades that date back to Windows 95 client and Windows NT 4 Server. Stephanie also has extensive experience in installing and configuring Symantec Backup Exec and Symantec Anti -Virus Solutions. She also has a considerable amount of experience in CAT3,5,5E,6 cabling as well as HP printer repair. She has been running and terminating Fiber Optic cabling using Threadlock connectors for five years and has completed Fiber Optic termination training using SC, ST, and LC connectors using the epoxy method as well. Ms. Carroll has strong interpersonal verbal communication skills as well as leadership abilities, which she has used for the benefit of customer service, presentation, project management and volunteering in her community. She has been a softball coach for the past 3 years at a City Park and is on the Board as a Commissioner. John Creger — Senior Consultant Mr. Cregar is an accomplished manager with over 10 years of increasing technical and managerial responsibility in collection, analysis, production and reporting. Today, Mr. Cregar provides overall program and project management services for large enterprise IT projects with a special focus on IT infrastructure projects that deliver enterprise value. Representative projects include key IT infrastructure and security projects in support of large corporate initiatives including: corporate data center development, overall corporate security, and Sarbanes -Oxley mitigation. He has extensive experience in interfacing with and supervising teams of Systems, Network and Operations Engineers, Applications Developers and business resources and sponsors to deliver projects that met requirements on -time and on- budget. Miguel Sanchez— Senior Consultant Mr. Sanchez has more than 6 years of experience in large scale systems implementation, including working with project leadership to conduct IT assessments and develop strategic approaches to build business and technology solutions. In addition, he has extensive knowledge in the software development lifecycle for mortgage loan origination systems. Mr. Sanchez is also highly skilled in cultivating excellent professional relationships, communicating effectively across projects to build focused and productive teams. He has experience working in the financial services, telecommunications, utilities and healthcare industries. Reporting Requirements Communication is as equally important as delivering sound IT solutions. In accordance with this proposal, Synoptek will deliver to the client the following reporting mechanisms to effectively communicate and document issues /resolutions, project related activity and proactive management reviews. Every month we will sit down and review the key accomplishments from project, against plan, amount of time from NOC, 0 • C. Syn o ptek- Managed Services Reporting An example of the type of reporting the City of Seal Beach can expect is included in Appendix C. • Help Desk Monitoring, Ticketing and Tracking • Quarterly Business Reviews • Monthly Performance Reviews Proiect Services Reporting • Project Analysis Documentation • Project Design Documentation • Project Status Documentation Statement of Qualifications Capabilities of Svnoptek We partner with strategic vendors and employ certified experts that can help your IT department meet availability and performance requirements for your business - critical applications. Microsoft Infrastructure Directory services are repositories for information about network -based entities, such as applications, files, printers, and people. They provide a consistent way to name, describe, locate access, manage, and secure information about these resources. Many vendors build specialized repositories or directory services into their applications to enable the specific functionality their customers require. As such, enterprise class directories take an important step towards the consolidation of corporate directories by offering standards based interfaces allowing for interoperability and centralized directory management. Active Directory, which is an essential component of the Windows 2003 architecture, presents organizations with a directory service designed for distributed computing environments. Active Directory allows organizations to centrally manage and share information on network resources and users while acting as the central authority for network security. In addition to providing comprehensive directory services to a Windows environment, Active Directory is designed to be a consolidation point for isolating, migrating, centrally managing, and reducing the number of directories that companies require. Our professional services include the following for a Microsoft Infrastructure: • Active Directory Assessment, Design, Migrations and Maintenance • Exchange Assessment, Design, Migration and Maintenance • Clustering • SharePoint Portal Solutions Secure Access Infrastructure Business runs on information. Yet getting the right information securely, easily and instantly to everyone who needs it, when they need it, is difficult. And it's becoming more difficult as more and more people are conducting business remotely — unpredictably moving from location to location, using multiple access devices, and connecting with a wide range of heterogeneous applications over wired, wireless and Web networks. This fundamental need explains why a properly designed and implemented access strategy has become a core business philosophy that drives competitive advantage. Access infrastructure addresses one of the basic technical challenges businesses face today: the need to provide secure access to private information over both trusted and en- trusted networks. It does this by connecting devices, networks and applications into a system that is secure by design, that consolidates applications into a central location for more efficient management and effective control, and that provides secure, easy and instant access to any information source, for any authorized user, from anywhere, using any connection. As a result, Synoptek can transform any organization into an on- demand enterprise. This means that, for a single investment in access infrastructure, businesses get two key benefits: improved operational efficiency that reduces the 15 Svnoatek- cost of running the business, and accelerated agility that enables the business to capitalize on more opportunities for growing the business. Our services include the following for a Secure Access Infrastructure: • Access Strategy Assessment • Access Strategy Design • Microsoft Terminal Server • Citrix Presentation Server Implementation • Citrix Access Gateway Implementation • Citrix NetScaler Implementation Server Virtualization & Infrastructure Virtual infrastructure provides a layer of abstraction between the computing, storage and networking hardware, and the software that runs on it. Virtual infrastructure simplifies IT so companies leverage their storage, network, and computing resources to control costs and respond faster. In a virtual infrastructure, users see resources as if they were dedicated to them. The administrator manages and optimizes resources globally across the enterprise. VMwar&s virtual infrastructure architecture enables business to lower IT cost through increased efficiency, flexibility and responsiveness. Managing a virtual infrastructure enables IT to connect resources to business needs quickly. With virtual infrastructure, IT organizations can provision new services and change the amount of resources dedicated to a software service. Your data center can be treated as a single pool of processing, storage and networking power. Adopting virtual infrastructure lets IT be responsive to business needs: Our professional services include the following for VMware Server Virtualization: • Capacity and Load Planning • Server Consolidation • Test and Development Environments • Physical to Virtual Migration • Business Continuity Interetworking Implementing a functional internetwork is no simple task. Many challenges must be faced, especially in the areas of connectivity, reliability, network management, and flexibility. Each area is key in establishing an efficient and effective internetwork. The challenge when connecting various systems is to support communication among disparate technologies. Different sites, for example, may use different types of media operating at varying speeds, or may even include different types of systems that need to communicate. Because companies rely heavily on data communication, internetworks must provide a certain level of reliability. This is an unpredictable world; so many large intemetworks include redundancy to allow for communication even when problems occur. Furthermore, network management must provide centralized support and troubleshooting capabilities in an internetwork. Configuration, security, performance, and other issues must be adequately addressed for the intemetwork to function smoothly. Security within an intemetwork is essential. Many people think of network security from the perspective of protecting the private network from outside attacks. However, it isjust as important to protect the network from internal attacks, especially because most security breaches come from inside. Our professional services include the following for Intemetworking Infrastructure: • LAN/WAN Assessment and Design • Bandwidth and Traffic Management • Switching and Routing • Load Balancing • Wireless LAN/WAN Infrastructure 16 • • J Synoptek- Synoptek Staffing Services At Synoptek, matching the right person with the rightjob has been our passion for years. We help large companies and small businesses secure the talent they need to be successful. We collaborate with our clients to meet their complex IT recruiting challenges, and determine from our extensive database, the right candidate to be placed in a client's corporate environment. Furthermore, our pre- screening process, by certified technical engineers ensures that only quality candidates are being presented to you. This takes the time consuming work out of your hands and allows you to focus on your business. Our staffing services include provisioning for the following positions. • LAN/WAN Network Administration • Server Administration • Security Administration • Help desk and Desk Top Support Enterprise Project Management Synoptek gets the right things done! Synoptek believes that effectively and efficiently managing an organizations portfolio of projects is critical in ensuring the organizations success in achieving it's goals and strategic objectives. We provide vision, leadership, expertise and passion in helping organizations define and implement 'best of breed' enterprise project management processes and tools. We leverage our strengths and commitment to excellence to deliver value added business capabilities that ensure success and achieve extraordinary goals. Synoptek uses a world -class project management methodology that enables organizations to effectively manage projects throughout the project lifecycle. We deliver business capabilities through processes and tools that enable executives, project managers and team members to select initiatives that are aligned with overall strategy, establish clear direction for strategic initiatives and maintain visibility into those initiatives. Service offerings related to Microsoft Project Server include: • Assessment of current project management environment to determine vision and scope • Installation and configuration of Microsoft Project Server • Customization and standardization of project management processes and tools across the organization • Provide training to executives, project managers, resource managers and team members • Mentor project team members during the execution of project management initiatives Problem • Organizations are faced with managing a portfolio of projects with shifting priorities and status • Projects are not managed or governed effectively and /or efficiently across the organization • Project teams do not effectively manage and mitigate risks (business and project risks) • Project scope and execution are not effectively managed and go over budget and /or schedule • Organizations do not collaborate or communicate during the execution of projects • Projects are unsuccessful or cancelled Certifications Microsoft Gold Partner The Microsoft Gold Certified Partner program provides market recognition to vendors that demonstrate a capacity to deliver consistent high- quality software applications built on Microsoft technology. Synoptek has met the program's rigorous requirements due to its high levels of completed customer reference projects, employee certification and Microsoft Competencies, all of which was independently verified by Microsoft. Synoptek's achievement of Gold Certified Partners standing represents the highest level of competence and expertise with Microsoft technologies, and have the closest working relationship with Microsoft. At this level, we have access to the resources and support needed to stand out in the marketplace, including a Technical Services Coordinator, access to the Partner Knowledge Base, priority listing in Microsoft Directories, and other top -level benefits. 17 � � C J Synoptek- As a Microsoft Certified Gold Partner, Synoptek can bring to City of Seal Beach a complete range of value added advice, guidance, solutions, and implementation team which embraces the Microsoft solution portfolio. Whether you need advice on planning, technology migrations, upgrades or new deployments, Synoptek can assist you in making the right choices for the City. Cisco Certified Partner Synoptek decided to partner with Cisco Systems to enhance Synoptek's network management and professional services solutions. Leveraging industry- leading Cisco networking products, Synoptek can deliver one -stop network management and network security consulting, along with new network deployment and existing network expansion services. As a Cisco - certified partner, Synoptek offers expertise for an increasingly complex array of network infrastructure technologies including firewalls, switches, routers, voice - over -IP solutions and wireless connectivity. In addition, Synoptek's Cisco - certified consultants offer an enterprise -wide perspective on network security. Then Synoptek team is staffed with individuals who are experts in network management solutions with CCDA, CCDP, MCSA, Linux +, Network +, and several other industry certifications. As a Cisco Certified Partner, Synoptek shows its commitment to delivering industry leading networking solutions that ensure the highest level of network security and manageability. History and Profitability Synoptek has been providing IT services to Orange County for 22 years and has achieved operational profitability and growth since its inception. About three years ago, Synoptek refocused its delivery strategy to incorporate the ITIL Framework with the Service Management Approach described above. This repositioning of our strategy has allowed us to extend superior IT service and support at the most cost effective prices in the market. Synoptek Employee List Synoptek's staff of Microsoft and Cisco certified consultant's average more than ten years of real -world industry experience, in the trenches of IT support, performing a wide variety of technical projects for a broad range of clients. Each consultant brings a set of implementation best practices through extensive industry experience, and this is further refined by the company -wide best practices training that Synoptek instills in its consulting staff. This means you get not just expert technical skills, but a consultant with proven methods for how to apply those skills to solving real -world operational problems successfully and in a repeatable fashion. Eric Codomiz — CIO Chris Owen — Associate Engineer Tim Britt- CEO Ail Abuhijleh — Associate Engineer Bob Whiton - COO Chris Johnson — Associate SAN Storage Consultant Steve Case — VP of Services Jason Jaan — Sr. Consultant David Ditsworth — Director of Operations Miguel Sanchez— Sr. Consultant Maria Guzman — Office Admin John Creger — Sr. Consultant K m Cohen — Customer Service Support Jonathan Ra a — Sr. Consultant Michelle Carroll — Sr. Engineer Steve Robertson — Sr. Consultant John Gill — Sr. Engineer Ravikanth Kodali — Sr. Consultant David Keil — Sr. Engineer Doug Nagel — Sr. Consultant Brian Gallucci — Sr. Networking Engineer Don Cline — Sr. Facilities Consultant Rob VanNostrand — Sr. Networking Engineer Morgan Insua — Sr. Consultant Lance Boland - Engineer Mike Klo — Account Executive Jason Brower - Engineer Shaharom Stripling — Account Executive Albert Patton — Support Engineer Carol Wylie — Account Executive Kevin Redmond— Support Engineer Chris Owen — Associate Engineer • • J Synoptek- Representative / Similar Agreements Synoptek has a large and diverse customer base. Originally Synoptek provided enterprise process and systems integration services to large Fortune 2000 companies. Synoptek continues to do business with many of these customers and has done multiple large projects for many of these companies. In 2004, Synoptek made the strategic decision to focus on building a more regional practice. To do this, Synoptek developed a complete IT service offering designed to provide comprehensive service to the mid -sized to large company in Southern California. Synoptek clients include concentrations of customers in the retail, consumer products, financial services, health care industries. In addition, Synoptek has a significant City and County Government clients. Synoptek provides services to several cities in Southern California including: Westminster, Fullerton and Newport Beach. In the past year, Synoptek has provided services to over 100 clients in the areas of project management, IT infrastructure design and implementation and managed services. Synoptek provides complete outsourced systems management for many of medium sized clients. Representative Client Results: Client.: LBL Insurance Group Provide complete outsourced IT. This includes IT infrastructure management and support. Key services include 24X7 monitoring and mitigation, unlimited help desk, patch management, antivirus management and overall IT management. AccentCare Post - merger integration and of IT systems. Project involved aggressive 12 week one - weekend go -live. Implemented asset management system and converted all financials over from acquired parent company's financials stem. Yates and Associates Provide complete outsourced IT. This includes IT infrastructure management and support. Key services include 24X7 monitoring and mitigation, unlimited help desk, patch management, antivirus management and overall IT management. Implemented VMWare to consolidate servers and enable disaster recovery strategy. City of Fullerton Synoptek provides outsourced IT support personnel who specialize on maintaining all workstations for the city personnel including the police department City of Westminster Synoptek provided system architecture, implementation, and support of Active Directory and Security & IP infrastructure fora period of two years ConAgra Provided project management and post- merger integration of a $500 million acquisition into the company. This included processes, organization and major IT integration. Over the past three years, we have done numerous other projects for ConAgra including an Active Directory implementation. Impac Mortgage Company Re- engineered program management office across business and IT organization to clarify processes and role across organization. Managed new data center design and implementation. Managed data center build -out. Implemented RSA and managed Exchange architecture. Disney We have done eight significant projects for Disney. This has included implementing product data management system (PDM), implementing outsourced transportation reporting, defining processes and requirements for freight payment system, developing a sales dashboard and developing a product development roadma . Potbelly Sandwich Works Developed IT strategy for rapidly growing Quick- Service restaurant chain. This included outlining IT investment plans and managing key development projects. ADP Im lemented Active Directory and single sign-on for large 2000 user organization. El Koral Evaluated IT systems and developed IT plan to significantly enhance service level while maintaining current cost structure. List of Representative Clients — 50 Named Clients: AccentCare Bes[ Interiors Diverse Staffin L'Koral Siemans 19 1 i � � J Synoptek- Accurate Circuit Calmet Environmental Supply LBL Southland Lumber Family Practice Accent Industries Capital Group Associates Mabry Management S aghettini Action Pro erties City of Fullerton Fenico Marian Shipping Suzuki Health Care Legal ADP Clean Energy Services Mechanical Metal Technicolor Air Link Products Cla -Val Hoag Hospital Meiko America Upgrade Group Impac Mortgage Mountain High Ski Aller an Coast Com osites Company Resorts Wellington Foods Integrated Behavioral Ameri uest ConAgra Health Myprint Wonderware Kendren Mental Bachem Disney Studios Health 0 tion One Mortgage Winds Enterprises Disney Home Princeton Baker Tanks Entertainment KHS Bicycles Technolo ies Yates &Associates Client Reference Contacts: City of Fullerton: Customer Description: The City of Fullerton is a municipality located in California. Synoptek Services: Synoptek provides outsourced IT support personnel who specialize on maintaining all workstations for the city personnel including the police department. Contact Name: Helen Hall Title: Manager of Information Technology Number: 714 -738 -6538 City of Westminster: Customer Description: The City of Westminster is a municipality located in California. Synoptek Services: Synoptek provided system architecture, implementation, and support of Active Directory and Security & IP infrastructure for a period of two years. Contact Name: James McAuiffe Title: Manager of Information Technology Number: 714 -898 -3311 ext. 207 AccentCare: Customer Description: AccentCare is a home health care provider. AccentCare has experienced extremely rapid growth due to both organic growth and growth through acquisition. Synoptek Services: Synoptek has worked with AccentCare to manage multiple significant projects. This has included the integration of financial systems in a recent post- merger acquisition and the implementation of asset management financial system. In addition, Synoptek managed their recent IT integration with SunHealth Plus. The entire integration was done over a single weekend. This required a sophisticated IT integration strategy and planning. Contact Name: Vince Cook Title: CFO Number: 949 - 623 -1578 Yates and Associates: Customer Description: Yates and Associates is an insurance broker located in Tustin, CA. Synoptek Services: Synoptek provides IT infrastructure management and support for the client's multiple servers and workstations. Contact Name: Susan Treen Title: Vice President, MIS Number: 714 -550 -5050 20 • • J Synop' Diverse Staffing: Customer Description: Diverse Staffing is a full service staffing organization located in Brea, CA. Synoptek Services: Synoptek provides IT infrastructure management and support for the client's multiple servers and workstations. Contact Name: Daniel Benninghoff Title: Chief Financial Officer Number: 714- 482 -0499 LBL Group: Customer Description: The LBL Group is a rapidly growing national insurance sales and marketing organization. Synoptek Services: Synoptek provides complete outsourced management of The LBL Group's IT Systems. The includes CIO services, systems maintenance and support, systems administration and help -desk support. Contact Name: Larry Lambert Title: CEO Number: 714- 236 -8270 ConAgra: Customer Description: ConAgra is a large branded consumer products company. ConAgra markets, packages and distributes many household branded consumer products. These brands include: Slim Jim, Act H Popcom, Orval Redenbacher Popcorn, Hunt's Ketchup, Marie Calendar, etc. Synoptek Services: Synoptek has managed multiple ConAgra projects including the post- merger integration of GoodMark Foods (Slim Jim), SAP implementation for ConAgra Grocery, ConAgra Snack Foods and ConAgra frozen foods division. Synoptek has provided a full range of services including project management, process analysis, systems analysis, design development and quality assurance. Contact Name: John McEllroy Title: Controller Number: 402- 952 -2076 Synoptek- Pricing and Service Level Objectives Synoptek's delivery model enables us to deliver a tremendous amount of value for a very reasonable cost. By leveraging a global delivery model for monitoring our NOC and using extensive automation, we are able to deliver the equivalent of an estimated 395 hours of value. To deliver the equivalent service for a team would require approximately 395 hours. Our automation and proactive processes enable us to deliver those same services within 265 hours of effort. Finally, by leveraging specialized resources for monitoring alerts and performing routine tasks, we are able to provide these services cost effectively. This includes an estimated 95 hours of senior engineer project work per month once the initial recommendations are completed. We have assigned Michelle Carroll, Sr. Systems Engineer as your primary project engineer for the first four months of this engagement. She will leverage the expertise of the entire staff of Synoptek where needed to deliver on all project services. We envision that Michelle will be supported by specialists such as network engineers (e.g. Brian Gallucci, Rob VanNostrand) and systems engineers (David Keil) as required by the project. Pricing Note: Normally, we would include level of investment in this section. Understanding the terms of the REP, specific instruction has been requested to provide pricing in a sealed envelope. That pricing is included in that fashion. The prices have been removed from this sheet in an effort to comply with that request r �� Synoptek Value Propyo�sihoa Oatsource IT Infrasfructure`Management' �����'t{ Estimat Estimat ed ed Hours Hours — First Steady 120 State Days IT Management Included services to complete recommendations from technology and Engineering assessment. Project Services: Project Management Services: Part- Reduce risk of project 15 5 time Project Management failure, coordinate dependencies, optimize use of specialized resources Senior Project Engineer: Full -time On- Evaluate, design, implement 150 95 site Engineer and deploy solutions to meet business needs IT Operation and Ongoing proactive management, maintenance, support and routine Management: administration of existing IT infrastructure. VCTO Services: Assigned VTO IT reviews assessment, 15 10 planning and coordination. Server Administration: Assigned VSA Includes backup 60 45 management, patch management, account maintenance, antivirus administration, and support. ( @2 -3 hours per server) Desktop Administration: Assigned VSA Desktop care, antivirus 75 50 + Help Desk deployment, desktop provisioning (@ 30 minutes per desktop per month) Unlimited Help Desk Support: Assigned User calls and mitigation, 30 30 VSA + Help Desk automated alert mitigation and documentation (@ 30 minutes per desktop per 22 Synov month) On -site Desktop and Hardware Support Required physical on -site 25 25 intervention, hardware replacement, unmanaged device configuration, etc. Cost of Contract: Effective Cost Per Hour: Cost of Services at Our proposal is to invest an estimated level of effort of 370 hours per month, for the first 4 months. This will enable us to address the issues outlined in the technology assessment that will lead to higher costs longer term. This will also enable us to put in the management processes to ensure your IT assets and services are managed optimally. We believe this additional investment during the first 4 months will result in a reduction of maintenance hours to 260 hours on an on -going basis. Thus, beginning in month 5 your costs will fall. For projects requiring resources above and beyond the budgeted project hours, the following rates will apply: Resource Project Management Services: Part -time Project Management Senior Project Engineer: Full -time On- site Engineer PTIV84 Pricing Note: Normally, we would include level of investment in this section. Understanding the terms of the RFP, specific instruction has been requested to provide pricing in a sealed envelope. That pricing is included in that fashion. The prices have been removed from this sheet in an effort to comply with that request. Addendum A - Synoptek Insurance Qualification Letter Addendum B — Preliminary Project Plan Addendum C — Quarterly Business Review Reporting Addendum D — Sealed Pricing e _ P 23 9 0 i� a CL CL c t' is 1 ,y. -r yyfe yA' ll�y R' �4 �1 Y� {�9 I.S X19., IY A RD CERTIFIC ' OF LIABILITY INSU E 031 9 %zooi' PRODUCER (949) 348 -7400 FAX 949) 348 -2373 Insurance Solutions License 90746539 26522 La Alameda, Suite 190 Mission Viejo, CA 92691 THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER THIS CERTIFICATE DOES NOT AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. INSURERS AFFORDING COVERAGE NAIC # INSURED Synoptek 1932 E Deere Ste 150 Santa Ana, CA 92705 INSURERA: U.S. Liability Insurance Co INSURERB. Mercury Casualty Company 11908 INSURERC 02/24/2007 INSURER D: EACH OCCURRENCE INSURER E'. THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. AGGREGATE LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. I,TR DD' TYPEOF INSURANCE POLICY NUMBER POLICY EFFECTIVE POLICY EXPIRATION LIMITS OF ANY KIND UPON THE INSURER, ITS AGENTS OR REPRESENTATIVES. GENERAL LIABIUTY PPP1006451 02/24/2007 02/24/2008 EACH OCCURRENCE $ 1,000,000 X COMMERCIAL GENERAL LIABILITY CLAIMS MADE [K] OCCUR DAMAGE TO RENTED $ 50,000 MED EXP (Any ana Parsee) $ Sion A PERSONAL SADVINJURY $ Excluded GENERAL AGGREGATE $ 2,000,000 GEN'L AGGREGATE UNIT APPLIES PER X POLICY PRO JECT LOC PRODUCTS - GDMPX)P AGG $ 2,000,000 AUTOMOBILE LIABILITY ANY AUTO AC11040857 03/01/2007 03/01/2008 COMBINED SINGLE LIMB (Ea accident) $ 1,000,000 ALL OWNED AUTOS B X X SCHEDULED AUTOS HIRED AUTOS BODILY tnuiURV $ X NON -OWNED AUTOS BDILY (Per accitl nt)RY $ PROPERTY DAMAGE (Peraccident) $ GARAGE LIABILITY AUTO ONLY - EA ACCIDENT $ ANY AUTO OTHER THAN EA ACC S AUTO ONLY'. AGO $ EXCESSIUMBRELLA LIABILITY OCCUR ❑ CLAIMS MADE EACH OCCURRENCE $ AGGREGATE $ DEDUCTIBLE $ RETENTION g is WORKERS COMPENSATION AND EMPLOYERS' LIABILITY WC STATU- OTH- ER P . EACH ACCIDENT $ ANY PROPRIETORPARTNER/EXECUTIVE OFFICERIMEMBER EXCLUDED? E.L. DISEASE - EA EMPLOYE $ R yes, describe under E.L. DISEASE- POLICY LIMIT S SPECIAL PROVISIONS Ireb C PFT'Oiessional Liability PPPI006451 02/24/2007 02/24/2008 $1,000,000 per Claim $2,000,000 per Aggregate $2,500 Deductible DESCRIPTION OF OPERATIONS I LOCATIONS I VEHICLES / EXCLUSIONS ADDED BY ENDORSEMENT I SPECIAL PROVISIONS CERTIFICATE Hnl nFo ©ACORD CORPORATION 1988 V ^SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF, THE ISSUING INSURER WILL ENDEAVOR TO MAIL - DAYS WRITTEN NOTICE TO THE CERTIFICATE HOLDER NAMED TO THE LEFT, BUT FAILURE TO MAIL SUCH NOTICE SHALL IMPOSE NO OBLIGATION OR LIABILITY OF ANY KIND UPON THE INSURER, ITS AGENTS OR REPRESENTATIVES. Proof Of Insurance AUTHORIZED REPRESENTATIVE Ton Alessandra/THERES ©ACORD CORPORATION 1988 a M m 3 Q C J LS'. • • U U_ W H 3 ~ a a a a a r c c c c c M 0 0 0 0 0 c m m m m m U. 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Managed Service Report Legal Notice: The information transmitted in this document is intended only for the addressee and may contain confidential and /or Privileged material. Any interception, review, retransmission, dissemination, or other use of, or taking of any action upon this information by persons or entities other than the intended recipient is prohibited by law and may subject them to criminal or civil liability. 1 I 1 1 1 1 1 1 1 1 1 1 1 1 0 9 TABLEOF CONTENTS .......................................................................................... ............................... 2 SCOPEOF SERVICES ............................................................................................. ............................... 2 RECOMMENDATIONS........................................................................................... ............................... 3 METRICS................................................................................................................... ............................... 4 The current Contract between Net Solutions and The LBL Group includes the management of the following components of LBL's IT Infrastructure: • 3 Microsoft Windows Servers • N/A Workstations • N/A Network Elements (firewalls, routers, etc.) • Software administration: • Exchange 2003 • Windows Server 2003 The following managed services are covered by the managed services agreement: • Access management and user account maintenance: User account additions, changes and deletions; printer services and general policy maintenance. • Backup Management: Setup and configuration of backups; periodic monitoring of backups; Periodic manual review of backups • Patch Management: The deployment of critical updates to the server operating systems, MS Exchange. This also includes the on -going monitoring of new patches and the reporting on patch compliance. Workstations are periodically updated but not currently included because of the lack of a central administration solution • Anti-Virus Management: The deployment of critical anti-virus updates to servers and workstations. Monitoring and reporting of anti-virus compliance. • Event -log Management: The review of error logs on the servers to proactively monitor the health of the network and servers. The development of recommendations to improve overall performance. • Network and Server Monitoring: This is done using a sophisticated monitoring solution. We are currently monitoring network availability, server availability, CPU utilization, disk -space utilization. 1 Page 2 1 Legal Notice: The information transmitted in this document is intended only for the addressee and may contain confidential and /or Privileged material. Any interception, review, retransmission, dissemination, or other use of, or taking of any action upon this 1 information by persons or entities other than the intended recipient is prohibited by law and may subject them to criminal or civil liability. / 1 0 0 • IT Planning: On a quarterly basis NSI will meet with The LBL Group to discuss technology trends, review current issues, discuss NSI recommendations and plan future changes to your IT infrastructure. • Help Desk and Field Support: Our customer service desk is available to help The LBL Group resolve IT problems. We provide a 4 hour response time and 48 hour on -site response (if required) to support calls. On emergency calls, we provide a 1 hour response time and a 4 hour on -site response (if required). 1. Cleanup server room cabling and switches We recommend retiring your Cisco 2912XL switch. By removing this underutilized switch, you would eliminate a potential point of failure. Additionally, the existing patch cables should be replaced with shorter cables in order to provide a more manageable cable environment. 2. Develop and Execute Action Plan to Remove Server "Services ". The Services server only has one drive and we recommend retiring this server as it is only providing terminal services for QuickBooks. This server is not fault tolerant and is underutilized. We recommend moving the following services and applications to the Imaging server, which currently has excess resources since the LaserFiche application was moved to a dedicated server. Services Applications DNS QuickBooks DHCP WINS 3. Implement Automated Workstation Updates in Your Group Policies With your permission we would like to increase efficiency of patch management on your workstations. All of the patch management for your workstations is currently done manually. We would like to turn on automatic updates by using the group policy for your domain. If approved, the policy settings will enable workstations to automatically download and install windows updates every Friday at 3:00 PM. The No auto - restart feature will also be enabled. This means that the Automatic Updates will wait for the computer to be restarted by any user who is logged on to complete a scheduled installation. Enabling the automatic updates will not only increase efficiency but it will also help decrease security vulnerabilities. With this setting enabled all Windows patches including security updates will be automatically installed on a weekly basis as opposed to being manually installed on a monthly as per our current agreement. Legal Notice: The information transmitted in this document is intended only for the addressee and may contain confidential and /or privileged material. Any interception, review, retransmission, dissemination, or other use of, or taking of any action upon this information by persons or entities other than the intended recipient is prohibited by law and may subject them to criminal or civil liability. 0 0 Report m(:I�n�r Date: 6/7/2006 Prepared By: ...._.., ,...... ,.,.,_ . ...:z :nay„ David Siegel Month: Ma 2006 Account M r: Bob Whiton Client: The LBL Grou mary Engineer: Coup Wilkins Contact: Neeta Singh Seconds En ineer: David Siegel gt;�kContmct Type TCoIT Premium Servers 3 Workstations N/A Network Elements N/A Descri ion . `" " Metrics - Servers & Network Infrastructure v_.';' 80% i M 'G Measured " Resulta4 Antivirus Updates 100% 100% Backup Job Success 100% 80% 95% Disk Free Space <10% No Alerts No Alerts CPU Usage >90% No Alerts No Alerts Memory MB es Available <10 No Alerts No Alerts Patch Management 100% 80% 100% Server Availability 100% 80% 100% Internet Availability Description 102". Target 80% Metrics — Workstations ,:'.:= .%"_ >Besehne',.,s?. #z.-� 90% .s'ze,;Measuredt;,z;, Antivirus Software 100% 80% 1 99 .5% Patch Mana emnt 100% 80% 1p0% Date:. „r. -�,, _ -.:T w.- User Administration - Add� Change, Delete •Use ssrz^',:: t�.>” :sn,- .'..:aet�,y',�aY:*r'4Si.`, die? :,c""»`s.1a.,7:.`,k'„a,., -TMr,` Event Log Update Review Summary: Net Solutions Inc. periodically reviews event logs to identify underlying enors that maybe occurring and proactively prevent potential system failures that result from these errors. This is a complicated process. Event logs may contain thousands of minor, important or critical error messages and it takes experienced review to interpret these logs. In our recent reviews Net Solutions did not find any error logging that indicates there is a risk to The Upgrade Group's systems. Action Taken: None required. Date Service History k vi4Km ... ' "v S� 1 Tta� 4/4/2006 acku re orl not received Closed Monitored Event 415/2006 C25661SeNer acku re ort not received Closed Monitored Event 4/5/2006 acku to a issue Closed Monitored Event 4/6/2006 isks ace issue Closed Monitored Event 4/7/2006 ackup report eceived Closed Monitored Event 4/10/2006 rver down Closed Monitored Event 4/13/2006 4/17/2006 25696 25752 Failed backu Web security and VPN issues Closed Closed Monitored Event Client Call 411812006 25771 Backu re ort not received I Closed Monitored Event Legal Notice: The information transmitted in this document is intended only for the addressee and may contain confidential and /or Privileged material. Any interception, review, retransmission, dissemination, or other use of, or taking of any action upon this information by persons or entities other than the intended recipient is prohibited by law and may subject them to criminal or civil liability. 0 0 Legal Notice: The information bansmitted in t his document is intended only or the addressee and may contain confidential and /or Privileged material. Any interception, review, retransmission, dissemination, or other use of, or taking of any action upon this information by persons or entities other than the intended recipient is prohibited by law and may subject them to criminal or civil liability. .5, -.Stry DateTtCkets iDes 5/3/2006 25967 Configure Firebox for VPN users Closed Client Call 5/412006 25976 Remote user issues Closed Client Call 5/8/2006 26010 Exchange server down Closed Monitored Event 5/812006 26011 Backup report not received Closed Monitored Event 5/10/2006 26061 Backup report not received Closed Monitored Event 5122/2006 26193 Monitored site down event Closed Monitored Event 5/23/2006 26222 Backup issues Closed Client Call 5/25/2006 26250 Monitored site down event Closed Monitored Event 6/612006 26385 Backup report not received Closed Monitored Event 6/7/2006 26428 TCOIT maintenance Closed Proactive 6/9/2006 26458 Backu issues Closed Monitored Event 6/13/2006 26500 Workstation issues Closed Client Call 6/13/2006 26503 Backup report not received Closed Monitored Event 6/20/2006 26583 ]IS issues Ct Call 6120/2006 .26585 Monitored site down event -Update ed Event 6/2212006 26622 A record t Call 6/29/2006 26688 Failed backup ed Event 6 /30 /06 26700 Server down t Call Legal Notice: The information bansmitted in t his document is intended only or the addressee and may contain confidential and /or Privileged material. Any interception, review, retransmission, dissemination, or other use of, or taking of any action upon this information by persons or entities other than the intended recipient is prohibited by law and may subject them to criminal or civil liability. 0 • Exhibit B — Project Fees Synoptek's "Pricing and Service Level Objectives" is incorporated herein by reference. As identified in the referenced document, Synoptek will charge the following: Estimated Hours for First 120 Days — Cost of Contract per Month for First 120 Days - Estimated Hours, Steady Rate - Cost of Contract per Month Following First 120 Days - 10 370 hours $24,000.00 /mo 260 hours $18,000.00 /mo 0 0 Exhibit C — Schedule of Professional Fees Synoptek's "Pricing and Service Level Objectives" is incorporated herein by reference. As identified in the referenced document, Synoptek will charge the following: Project Management Services: Part -Time Project Management per Hour - $125 /hour Senior Project Engineer: Full -Time On -Site Engineer per Hour - $125 /hour 11