INFINITY TECHNOLOGIES 1
June 10, 2025
TOWN OF ATHERTON
INFORMATION TECHNOLOGY (IT) &
GEOGRAPHIC INFORMATION SYSTEMS (GIS) SERVICES
FISCAL YEAR 2025-2026
SCOPE OF SERVICES
Overview
Infinity Technologies will continue to provide the Town of Atherton (Town with comprehensive Information Technology (IT) and Geographic Information Systems (GIS) services. Services will include a combination of on-site and remote support, aligned with the Town’s evolving needs and strategic objectives.
• On-Site Support: Four (4) days per week (32 hours)
• Remote Help Desk Support: Unlimited, 24x7x365 availability Task 1. IT Services - Areas and Tasks
Infinity Technologies will continue to provide comprehensive monthly managed IT support to ensure the seamless operation, security, and reliability of the Town’s technology infrastructure. The scope tasks outlined below are inclusive of our monthly flat fee:
1.1 Help Desk Support
• Centralized IT Support:
o Single point of contact for Town staff
o Prioritizes calls by urgency and redirects as needed
o Maintains a third-party vendor support contact list
• Help Desk Services:
o Tracks requests via help desk software
o Provides 24x7x365 support for issues (error messages, account access, email, phone, printing, business applications)
o Assists with on-site and virtual meetings, including setup of devices (laptops, projectors, etc.)
• User Account & Hardware Management:
o Set up new user accounts and hardware
o Handle staff offboarding (hardware retrieval, account closure) • Policies, Documentation & Reporting:
o Develop and maintain help desk policies, procedures, and knowledgebase o Tracks help desk utilization and resolution times in monthly reports IT SUPPORT | SCOPE OF SERVICES & PRICING
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• SLA Response Times:
o Priority 1 (Urgent): Within 15 minutes
o Priority 2 (High): Within 15 minutes
o Priority 3 (Normal): Within 30 minutes
1.2 Systems and Server Operations
• Server Management & Optimization:
o Design, install, and manage server systems
o Monitor performance and make efficiency adjustments
• Technical Support & Maintenance:
o Provide technical support and coordinate maintenance
o Respond to after-hours support calls per SLA commitment o Support computer room operations and universal power supplies • Data Management & Security:
o Perform data backups and restoration services
o Deploy updates, security patches, and troubleshoot business application issues • Vendor Coordination & Integrations:
o Work with third-party vendors on system updates, troubleshooting, and integrations o Maintain and document storage networks, media libraries, and management systems • Reporting & Compliance:
o Provide monthly reports tracking downtime (excluding routine maintenance) o Execute job scheduling, reporting, and resolution activities
1.3 Network Management
• Network Configuration & Management:
o Configure WAN/LAN prior to installation
o Document router, switch, wireless device configurations and IP schemas o Maintain IP addressing schemes, routing tables, VPN and wireless configurations • Performance & Security:
o Manage public carrier performance to meet schedules
o Maintain network device OS, firmware, file transfers, encryption and secure data movement
• Monitoring & Support:
o Develop procedures manual and implement network monitoring tools o Install, test and provide tech support for remote access hardware/software o Provide technical assistance and subject matter expertise • Industry Best Practices & Infrastructure Support:
o Recommend WAN/LAN/VPN/Wireless/Firewall/Switching standards o Support infrastructure software and computer processing services o Provide network design, engineering, security plans and schedules ATTACHMENT 1
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1.4 Network Security
• Network Security & Protection:
o Design, test, and implement plans to secure network-attached devices o Establish and enforce approved firewall policies
o Implement security vulnerability and penetration testing policies • Threat Detection & Response:
o Deploy log management and intrusion prevention systems o Identify and remove malicious code/devices, implement countermeasures for attacks o Review, test, and apply security patches for assets
• Auditing & Compliance:
o Conduct security audits, fraud prevention, detection, and reporting o Perform vulnerability scans, penetration testing, and provide recommendations for security improvements
o Work with third-party vendors on security and vulnerability testing • Policy Development & Infrastructure Security:
o Document security procedures, standards, and regulatory requirements o Provide security plans aligned with Federal, State, and local regulations o Confirm IT infrastructure components meet security requirements • Security Monitoring & Incident Response:
o Establish and implement security profiles and monitoring tools o Report security violations, assist with investigations, and resolve external threats
1.5 Physical Security
• Environmental System Monitoring & Maintenance:
o Monitor IT infrastructure environmental systems to ensure functionality o Coordinate issue resolution as problems arise
• Best Practices & Staff Compliance:
o Provides security best practice standards and procedures o Conducts quarterly reviews to ensure adherence
• Data Center Access Tracking:
o Maintain access logs for the Town’s data center
o Provide access logs upon request
1.6 Business Application and Database Management
• Application & Database Support:
o Provide application support for third-party systems
o Administer security for all databases
o Monitor databases for breaches and security compliance • Database Configuration & Maintenance:
o Develop, test, and refresh databases from production data ATTACHMENT 1
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o Createsand configure databases, applying upgrades and patches as needed o Execute schema changes and database management tools
• Performance Optimization & Security:
o Define and maintain database performance standards
o Maintain server logs and optimize scripts for efficiency o Track and resolve business application and database-related issues • Vendor Collaboration & Troubleshooting:
o Assist third-party vendors with troubleshooting, upgrades, and integrations o Execute data definition requirements for applications • Backup, Recovery & Reporting:
o Implement Town’s backup and recovery policies
o Support application and web services associated with business systems o Ensure backups include business applications and systems
1.7 Capacity and Performance Management
• Capacity Monitoring & Optimization:
o Develop and implement tools for effective IT infrastructure capacity monitoring o Assess capacity impacts of adding, removing, or modifying applications o Monitor resource usage to proactively identify performance issues • Forecasting & Performance Analysis:
o Capture trending data and forecast future capacity requirements o Assess incidents related to throughput performance and recommend improvements o Evaluate impact, risk, and cost of capacity/performance changes • Planning & System Monitoring:
o Conduct capacity and performance planning activities
o Continuously monitor capacity within all systems to optimize performance • Reporting & Budget Justification:
o Provide an annual report on capacity and performance analysis o Support Town budget justification for new IT resources
1.8 Disaster Recovery and IT Continuity
• Disaster Recovery (DR) Planning & Strategy:
o Maintain DR policies and procedures, revising annually • Testing & Corrective Action:
o Conduct semi-annual DR plan tests
o Implement corrective actions based on test findings
• Off-Site Data Storage & Security:
o Document requirements for off-site data storage
o Provide secure storage for designated media and transports data to off-site locations o Ensure archived data is accessible for DR operations
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• Execution & Implementation:
o Execute DR procedures as directed by the Town
1.9 Email, Messaging, & Conferencing
• Email & Messaging System Management:
o Manage Microsoft Exchange server and email support
o Oversee Microsoft Teams messaging and video conferencing o Support Shortel Systems conferencing
• Policy Development & System Updates:
o Assist in operational policy and procedure updates
o Producesrecommendations for Exchange application standards o Design, test, and implement system updates and patches • Backup, Recovery & Security:
o Implement backup and recovery procedures
o Maintain email retention policies to meet operational needs o Manage Exchange, Outlook Web Access, ActiveSync, and Shortel messaging components
o Protect against spam and malicious software
• Service Maintenance & Reporting:
o Maintain email services at minimum required levels
o Support remote email access
1.10 IT Document Catalog Management
• Asset Management & Documentation:
o Maintain the Town’s asset management system and server diagrams o Update documentation to ensure all assets are accounted for • Technology Asset Tracking:
o Tag and track technology assets
o Monitor asset allocation
• Third-Party Contracts & Licensing:
o Track contracts and associated licensing dependencies • Reporting & Support Documentation:
o Provide regular reports on assets added, retired, or due for renewal o Suppliy necessary support documentation
1.11 Administrative Reporting
• Quarterly SLA Compliance Reports:
o Measure team’s adherence to SLA performance metrics
• Help Desk Request Tracking:
o Ensure Town staff can log in to trouble ticket software to track requests ATTACHMENT 1
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• Current Reporting:
o Weekly: Requests received by resolution status
o Weekly: Incidents grouped by cause
• Additional Reports
o As needed: Documentation on correcting recurring problems or critical issues o Annually: Report on service performance improvement results Task 2. GIS Services - Areas and Tasks (As Needed)
2.1 General GIS Support:
• Map requests, data analysis, and reporting
• Additional data development or acquisition
• GIS integration with third-party systems (e.g., ArcGIS + Sunridge RIMS 911) • GIS training for Town staff
2.2 Ongoing GIS Maintenance & Enhancements:
• Regular updates to core GIS layers (Addresses, Parcels, Zoning, etc.) • Workflow design and automation solutions
2.3 WebGIS Administration & Development:
• Administration & Maintenance:
o Troubleshoot existing WebGIS applications
o Manage users and content
o Provide training
o Add new functionality/widgets
• New Development:
o Build WebGIS applications for internal and external use
2.3 ArcGIS Online Platform Subscription:
• Provide Town staff and public access to published map content ATTACHMENT 1
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MONTHLY PRICING Infinity Technologies is pleased to offer a flat monthly fee for IT support services for Fiscal Year 2025–
26. This all-inclusive pricing model ensures predictable costs and provides the Town with access to comprehensive, reliable IT services. In addition, GIS services will be provided on a time-andmaterials basis, billed according to the current GIS Fee Schedule.
Additional Support
In specific instances that require additional support outside the Scope of Services (i.e., Project Support, additional on-site after-hours requests, etc.), we will consult with Town management to determine a budget and timeline for providing such services. Costs for these services will be based on the hourly rate schedule provided on the following page.
TOWN OF ATHERTON
FISCAL YEAR 2025-26: IT & GIS SERVICES
TECHNICAL SERVICES SCOPE MONTHLY
HOURS
MONTHLY
FEE
ANNUAL
FEE
Task 1. IT Services 128 $14,620 $175,440
Task 2. GIS Services As Needed T&M T&M
TOTAL FEE: $14,620 $175,400
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IT & GIS HOURLY RATE SCHEDULE
Note: Infinity Technologies conducts an annual rate review, comparing our rates to the Consumer Price Index (CPI) for potential adjustments.
IT CLASSIFICATION HOURLY RATE ($)
REMOTE
HOURLY RATE ($)
ON-SITE
Project Manager 170 185
Programmer/Developer 160 180
Senior Network Engineer 155 170
Network Engineer 140 160
Senior Business Analyst 175 190
Business Analyst II 155 170
Business Analyst I 125 140
Senior Systems Engineer 135 155
Systems Engineer 130 150
Senior Systems Analyst 120 135
Systems Analyst II 115 130
Systems Analyst I 110 125
Senior IT Technician 105 120
IT Technician II 100 115
IT Technician I 95 110
Enterprise GIS Architect 170 180
Senior Business Analyst 175 190
Business Analyst II 155 170
Business Analyst I 125 140
Senior GIS Analyst 140 155
GIS Analyst II 130 145
GIS Analyst I 120 130
Senior GIS Technician 115 125
GIS Technician II 105 115
GIS Technician I 95 105
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