Livingston City Council
July 7, 2026

City of Livingston
Information Technology Services
Alpha Technologies RFP Response
Copyright © 2026 Alpha Technologies
Confidential and Proprietary

COVER LETTER
05/29/2026
To,
Monica Cisneros
Deputy City Clerk
City of Livingston
1416 C Street
Livingston, CA 95334
Subject: Proposal for Comprehensive Information Technology Services Dear Ms. Cisneros,
Alpha Technologies USA Inc. (“Alpha Technologies”) appreciates the opportunity to submit our proposal to provide comprehensive Information Technology Services for the City of Livingston.

We recognize the critical role technology plays in supporting municipal operations, public safety services, and the delivery of essential services to the community.

We understand that the City requires a trusted technology partner capable of maintaining secure, reliable, and responsive IT operations across multiple departments and locations. From supporting daily business functions and Microsoft environments to safeguarding CJIS-regulated public safety systems, our team is prepared to deliver the operational excellence, security, and accountability the City expects.

Alpha Technologies serves as a strategic IT partner that delivers secure, responsive, and accountable managed IT services tailored for municipal environments. Our approach combines proactive monitoring, rapid incident response, robust cybersecurity practices, and dedicated technical expertise to help organizations reduce risk, improve system performance, and ensure business continuity.

Our team has extensive experience supporting government and public-sector organizations, including environments requiring strict security controls, regulatory compliance, and documented operational procedures. We understand the importance of CJIS security requirements, access controls, auditability, and protecting sensitive information while maintaining uninterrupted service delivery.

We are committed to providing a predictable, fixed-cost managed services model that aligns with the City's objectives while delivering measurable value. Through proactive support, strategic technology planning, comprehensive reporting, and dedicated account management, Alpha Tech will function as an extension of the City's team, helping leadership make informed technology decisions while ensuring reliable day-to-day operations.

City of Livingston
Information Technology Services
Alpha Technologies RFP Response
Copyright © 2026 Alpha Technologies
Confidential and Proprietary

We appreciate your consideration of our proposal and look forward to the opportunity to partner with the City of Livingston. We are confident that our experience, service model, and commitment to municipal excellence position ourselves to successfully support the City's current and future technology initiatives.

Please contact us at [email protected] if additional information or clarification is required.

Sincerely,
Neeti Nagra,
Accounts Manager,
Alpha Technologies USA Inc.

City of Livingston
Information Technology Services
Alpha Technologies RFP Response
Copyright © 2026 Alpha Technologies
Confidential and Proprietary

CONTENTS
COVER LETTER....................................................................................................................... 1 EXECUTIVE SUMMARY........................................................................................................... 4 UNDERSTANDING OF THE CITY'S ENVIRONMENT ................................................................... 5 COMPANY PROFILE................................................................................................................ 7 RELEVANT EXPERIENCE.......................................................................................................... 9 SERVICE DELIVERY APPROACH............................................................................................. 12 TRANSITION AND ONBOARDING PLAN ................................................................................ 25 SERVICE LEVEL AGREEMENTS (SLA)...................................................................................... 27 SECURITY AND CJIS COMPLIANCE ........................................................................................ 28 STAFFING AND SUPPORT MODEL......................................................................................... 30 RELEVANT MUNICIPAL EXPERIENCE ..................................................................................... 35 PRICING............................................................................................................................... 37 REFERENCES ........................................................................................................................ 39 ADDITIONAL VALUE-ADDED OFFERINGS .............................................................................. 41 City of Livingston
Information Technology Services
Alpha Technologies RFP Response
Copyright © 2026 Alpha Technologies
Confidential and Proprietary

EXECUTIVE SUMMARY
Alpha Technologies is pleased to submit this proposal to provide Comprehensive Information Technology Services for the City of Livingston. We understand that the City relies on secure, reliable, and responsive technology services to support municipal operations, public safety functions, and critical infrastructure across multiple facilities and departments.

Based on our review of the City's environment, we recognize the need for a technology partner capable of supporting a diverse infrastructure that includes six operational locations, Microsoft 365 services, Hyper-V virtualized servers, VoIP communications, mobile devices, SCADAconnected systems, and CJIS-regulated public safety technologies. We also understand the importance of maintaining operational continuity while ensuring compliance with evolving cybersecurity and regulatory requirements.

Our security-first managed services model is designed specifically to meet the needs of municipalities that require dependable technology operations, strong governance, and rapid response capabilities. Our approach combines proactive monitoring, preventative maintenance, comprehensive cybersecurity protection, and strategic technology planning to reduce risk, improve system reliability, and support the City's long-term objectives.

What distinguishes us is our commitment to functioning as an extension of the City's team rather than simply a service provider. Through established processes, dedicated technical resources, and executive-level oversight, we provide the accountability, transparency, and responsiveness required to support local government operations. Our team has experience supporting publicsector organizations with strict security requirements, including environments governed by CJIS security standards and public safety operational needs.

To minimize risk and ensure a seamless transition, our team follows a structured onboarding methodology consisting of discovery, stabilization, and optimization phases. During this process, we validate infrastructure, review security controls, document systems, establish monitoring and reporting, and implement best practices without disrupting daily operations. This proven approach enables a smooth knowledge transfer while rapidly identifying opportunities for operational improvement.

As the City's strategic technology partner, we will deliver measurable outcomes including enhanced cybersecurity, improved operational continuity, rapid response support, comprehensive reporting, reduced technology risk, and long-term IT planning aligned with the City's mission and service objectives.

Alpha Technologies is committed to providing a predictable, fixed-cost managed services partnership that delivers exceptional service, municipal IT governance, and long-term value. We look forward to supporting the City of Livingston with responsive, secure, and accountable technology services that enable staff to focus on serving the community while we focus on protecting and optimizing the technology environment.

City of Livingston
Information Technology Services
Alpha Technologies RFP Response
Copyright © 2026 Alpha Technologies
Confidential and Proprietary

UNDERSTANDING OF THE CITY'S ENVIRONMENT
Alpha Technologies has carefully reviewed the City of Livingston's Information Technology Services RFP and supplemental question-and-answer documentation. Based on our assessment, we understand that the City operates a diverse and mission-critical technology environment that supports municipal administration, public safety operations, public works, and utility services across multiple facilities.

The City's technology footprint spans six operational locations and supports approximately 106 employees utilizing 89 workstations, including 24 laptops and 65 desktop computers. The environment includes a combination of on-premises infrastructure, cloud services, mobile technologies, and specialized operational systems that require proactive management, strong security controls, and responsive support.

We understand that the City's server infrastructure consists of twelve servers, including eight virtual servers and four physical servers, operating primarily within a Microsoft Hyper-V virtualization environment. These systems support essential business and public safety applications and require continuous monitoring, patch management, backup oversight, and lifecycle planning to ensure reliability and operational continuity.

The City also maintains a modern Microsoft ecosystem that includes Microsoft 365 licensing, Entra ID services, Microsoft Authenticator multi-factor authentication, and cloud-based collaboration tools. Protecting user identities and maintaining secure access to City resources are critical components of the overall cybersecurity strategy.

From a network and security perspective, we understand that the City utilizes WatchGuard firewalls, Inky email security services, cloud-based backup solutions, and JAMF device management for its Apple mobile device fleet. The City currently manages approximately 58 iPhones and 10 iPads through Apple Business Manager and JAMF, requiring consistent mobile device administration, policy enforcement, and security oversight.

Alpha Technologies recognizes the heightened security requirements associated with the City's Police Department and CJIS-regulated systems. We understand that all personnel with logical or physical access to CJIS-related systems must comply with applicable background screening, fingerprinting, and CJIS Security Policy requirements. Our team is prepared to operate within these requirements while maintaining secure access controls, auditability, and regulatory compliance.

We also recognize the importance of specialized operational technologies within the City's environment, including SCADA-connected systems supporting utility operations and other thirdparty managed technologies such as printers, surveillance systems, access control platforms, and related infrastructure. These systems require coordinated vendor management, infrastructure oversight, and proactive monitoring to ensure uninterrupted service delivery.

City of Livingston
Information Technology Services
Alpha Technologies RFP Response
Copyright © 2026 Alpha Technologies
Confidential and Proprietary

In addition, we understand the City's optional requirement for support of Council Chamber audio-visual systems, including recording, streaming, and operation of existing meeting technologies used for public meetings and YouTube broadcasts. We recognize the importance of these systems in supporting transparency, public engagement, and uninterrupted government operations.

Our review of the City's environment confirms the need for a technology partner that can provide proactive monitoring, rapid response, strong cybersecurity governance, strategic planning, and dependable on-site support.

Alpha Technologies is prepared to serve as that partner, delivering secure, responsive, and accountable managed IT services that support the City's operational objectives today and into the future.

City of Livingston
Information Technology Services
Alpha Technologies RFP Response
Copyright © 2026 Alpha Technologies
Confidential and Proprietary

COMPANY PROFILE

COMPANY OVERVIEW
Alpha Technologies USA Inc. ("Alpha Technologies") is a certified Minority-Owned Business Enterprise (MBE) established in 1997 and headquartered in Dover, Delaware. For more than 27 years, Alpha Technologies has provided managed IT services, cybersecurity solutions, cloud services, infrastructure management, and technology consulting to public sector and commercial organizations throughout the United States.

Our mission is to help organizations improve operational efficiency, strengthen cybersecurity, reduce technology risk, and maintain reliable technology environments through proactive management and responsive support services. We serve as a trusted technology partner, delivering both day-to-day operational support and long-term strategic guidance.

With more than 1,700 employees worldwide and dedicated U.S.-based service delivery resources supporting sensitive and regulated environments, Alpha Technologies possesses the depth, scalability, and technical expertise necessary to support complex municipal operations while maintaining a personalized and accountable service experience.

HEADQUARTERS AND OPERATIONAL PRESENCE
Corporate Headquarters: Alpha Technologies USA Inc., Dover, Delaware Alpha Technologies supports clients across the United States through a combination of remote support operations, engineering resources, cybersecurity personnel, project delivery teams, and customer success professionals. This operational model enables us to provide responsive support, proactive monitoring, and strategic technology services for organizations with distributed and mission-critical environments.

YEARS IN BUSINESS
• Established: 1997
• 27+ Years of Technology Services Experience
• Long-standing provider of Managed IT Services, Cybersecurity, Cloud Solutions, and Technology Consulting
Our longevity reflects a proven track record of delivering reliable technology solutions and maintaining long-term client relationships.

ORGANIZATIONAL CAPACITY
Alpha Technologies maintains a multidisciplinary workforce consisting of technology professionals, cybersecurity specialists, cloud engineers, project managers, customer support personnel, and strategic advisors.

City of Livingston
Information Technology Services
Alpha Technologies RFP Response
Copyright © 2026 Alpha Technologies
Confidential and Proprietary

Our service capabilities include:
• Managed IT Services and Help Desk Support
• Infrastructure and Network Management
• Microsoft 365 Administration and Support
• Cybersecurity Monitoring and Incident Response
• Endpoint Management and Protection
• Backup and Disaster Recovery Services
• Cloud Infrastructure Management
• Strategic Technology Planning and Consulting
This breadth of expertise allows Alpha Technologies to provide comprehensive support throughout the technology lifecycle while ensuring access to specialized resources when required.

City of Livingston
Information Technology Services
Alpha Technologies RFP Response
Copyright © 2026 Alpha Technologies
Confidential and Proprietary

RELEVANT EXPERIENCE
Alpha Technologies has extensive experience working with a diverse range of clients across county and municipal governments, public sector agencies, and large enterprise organizations, including but not limited to:

PUBLIC SECTOR EXPERIENCE
Client / Organization State(s) / Location
U.S. Air Force OK
Social Security Administration (SSA) US
Federal Reserve Bank of New York NY
State of North Carolina NC
State of South Carolina SC
State of New York NY
State of Iowa IA
State of Minnesota MN
State of New Hampshire NH
State of Rhode Island RI
State of Delaware DE
Commonwealth of PA PA
North Harris County Regional Water Authority
(NHCRWA) TX
Aldine ISD TX
City of Cleveland OH
University of South Carolina SC
NYC Health+ Hospitals NY

COMMERCIAL SECTOR EXPERIENCE
Client / Organization State(s) / Location
BNY Mellon NY
Credit Suisse DE, NC, NY, NJ
Dupont DE
Freedom Mortgage DE, NJ
Guardian Life Insurance Company (GLIC) NJ
City of Livingston
Information Technology Services
Alpha Technologies RFP Response
Copyright © 2026 Alpha Technologies
Confidential and Proprietary

Guggenheim Partners DE
Hughes Network NY
International Institute of Education NYC
InsPro Technologies PA
JP Morgan Chase NY
Mizuho Securities NYC
Novartis Pharmaceutical NJ
OutFront Media United States
Ingram Content TN
Magnit – Pro Unlimited United States

CALIFORNIA-BASED SERVICE RESOURCES
Alpha Technologies maintains qualified technical personnel and support resources within California to provide responsive onsite support when required. Our service delivery model combines the efficiency of centralized managed services with the availability of local field technicians and engineering resources who can be dispatched to City facilities for onsite support, troubleshooting, project implementation, infrastructure maintenance, and emergency response activities.

To support the City of Livingston's operational requirements, Alpha Technologies will utilize California-based technicians and engineering personnel to perform scheduled onsite visits, assist with hardware deployments, support critical incidents, and provide hands-on technical services as needed. This local presence enables us to respond quickly to operational requirements while ensuring continuity of service and maintaining close coordination with City staff.

Our approach provides the City with the benefits of a dedicated managed services organization while maintaining readily available onsite support resources capable of supporting municipal operations, public safety systems, and critical infrastructure throughout the term of the contract

PERFORMANCE HIGHLIGHTS
Alpha Technologies has consistently delivered measurable results across public sector and enterprise engagements, including:
• Achieved 99.9%+ system availability across managed cloud and SaaS operational environments
• Reduced administrative processing effort through workflow automation, centralized document management, and operational visibility improvements • Maintained SLA compliance rates above 95% for incident response, issue resolution, and operational support services
City of Livingston
Information Technology Services
Alpha Technologies RFP Response
Copyright © 2026 Alpha Technologies
Confidential and Proprietary

• Successfully supported multi-site and multi-department environments with 300–1,000+ users
• Improved procurement and contract visibility through centralized workflow, reporting, and document management capabilities
• Reduced security risks through proactive monitoring, vulnerability management, and operational governance practices
• Supported AI-assisted document ingestion, metadata extraction, and centralized contract repository initiatives
• Delivered rapid onboarding, implementation, and transition activities with minimal operational disruption.

COMPANY REPUTATION
• Experience in delivering technology consulting, SaaS solutions, managed services, and staff augmentation across public sector and enterprise environments. • Workforce of 1,700+ IT professionals enabling rapid deployment across cloud platforms, applications, cybersecurity, procurement modernization, and operational support services. • Strong capability to deliver SOW-based consulting, SaaS implementation, workflow automation, staffing support for both short-term initiatives and long-term operational needs. • Extensive experience supporting municipalities and multi-department environments with distributed users, procurement operations, and critical business services. • Experience supporting centralized operational platforms, workflow automation, contract management, and AI-assisted document management initiatives through the SEAL360 solution.
• Demonstrated success in delivering SLA-driven operational support, user support services, workflow management, and customer support with high user satisfaction. • Ability to execute technology modernization initiatives, migrations, integrations, and operational optimization projects with minimal disruption.

City of Livingston
Information Technology Services
Alpha Technologies RFP Response
Copyright © 2026 Alpha Technologies
Confidential and Proprietary

SERVICE DELIVERY APPROACH

HELP DESK & END USER SUPPORT
Service Overview
Alpha Technologies provides a comprehensive end-user support program designed to ensure City staff remain productive, connected, and supported at all times. Our service desk functions as the primary point of contact for all technology-related requests, incidents, service changes, and troubleshooting needs. We combine responsive service delivery with proactive issue management to minimize downtime and improve user satisfaction across all City departments.

Our support model is built around accountability, responsiveness, and continuous communication. Every support request is tracked through our centralized ticketing platform, enabling complete visibility into issue status, resolution timelines, escalation activity, and service performance metrics.
24x7x365 Service Desk Support
Alpha Technologies provides around-the-clock support coverage for critical incidents affecting business operations, public safety systems, network availability, cybersecurity events, and essential infrastructure. During normal business hours, users have direct access to our service desk team through phone, email, and web-based support channels.

After-hours support is available for urgent and business-critical issues requiring immediate attention. Emergency incidents are automatically escalated to senior technical resources to ensure rapid response and restoration of service.

End User Technical Support
Our service desk provides direct support for all user-facing technology including:
• Desktop computers and laptops
• Microsoft Windows operating systems
• Microsoft 365 applications
• Outlook and email services
• Mobile devices and tablets
• Printers and peripherals
• VoIP telephony systems
• Remote access technologies
• Authentication and password-related issues
• Line-of-business applications
• Hardware troubleshooting and replacement coordination Support requests are handled using documented procedures and knowledge-based resources to ensure consistency and efficient resolution.

City of Livingston
Information Technology Services
Alpha Technologies RFP Response
Copyright © 2026 Alpha Technologies
Confidential and Proprietary

Onsite and Remote Support Services
Alpha Technologies utilizes a hybrid support model combining remote support capabilities with scheduled and on-demand onsite assistance.

Remote support enables rapid resolution of most issues without requiring a technician visit, reducing response times and minimizing operational disruptions. For incidents involving hardware replacement, workstation deployment, network equipment, or issues requiring physical intervention, our technical staff will provide onsite support at City facilities.

Consistent with the City's stated expectations, Alpha Technologies will maintain a regular onsite presence to provide preventative maintenance, user assistance, project support, and infrastructure oversight.

Service Request and Incident Management
All support requests are managed through our Professional Services Automation (PSA) platform, which provides:
• Ticket creation and tracking
• Priority assignment
• SLA monitoring
• Escalation workflows
• Communication updates
• Historical reporting
• Trend analysis
Every request receives a unique tracking number and is monitored through resolution. Users receive status updates throughout the lifecycle of the ticket, ensuring transparency and accountability.

ESCALATION MANAGEMENT
Alpha Technologies follows a structured escalation framework designed to ensure issues are resolved by the appropriate technical resource as quickly as possible.

Tier 1 Support
Handles:
• Password resets
• Email issues
• Printer support
• Basic workstation troubleshooting
• User account requests
• Software assistance
City of Livingston
Information Technology Services
Alpha Technologies RFP Response
Copyright © 2026 Alpha Technologies
Confidential and Proprietary

Tier 2 Support
Handles:
• Advanced workstation issues
• Microsoft 365 administration
• Network troubleshooting
• Mobile device management
• Endpoint security issues
Tier 3 Engineering Support
Handles:
• Hyper-V infrastructure
• Server administration
• Firewall management
• Security incidents
• Disaster recovery events
• Complex system integrations
Senior Engineering Escalation
Handles:
• Critical outages
• Public safety system issues
• Major infrastructure failures
• Cybersecurity incidents
• Strategic technical decisions
This escalation process ensures rapid engagement of senior resources when business-critical systems are affected.

EXECUTIVE AND DEPARTMENT LEADERSHIP SUPPORT
City executives, department heads, and public safety leadership often require immediate assistance due to the critical nature of their responsibilities.

Alpha Technologies provides priority support for designated executive personnel, including:
• Accelerated response handling
• Direct access to senior technical staff
• Priority scheduling for onsite assistance
• Support during public meetings and critical events
• Assistance with mobile devices and remote connectivity Service Level Management
Alpha Technologies utilizes measurable Service Level Agreements (SLAs) to ensure consistent service delivery.

City of Livingston
Information Technology Services
Alpha Technologies RFP Response
Copyright © 2026 Alpha Technologies
Confidential and Proprietary

Priority Level Example Issues Response Time
Critical Network outage, CJIS system
outage, cybersecurity incident 15 Minutes
High Department-wide application failure 30 Minutes
Medium Individual user unable to perform
duties 2 Hours
Low General service request or
informational request 4 Hours
Service performance is reviewed regularly and reported to City leadership through monthly operational reports and Quarterly Business Reviews.

KNOWLEDGE MANAGEMENT AND CONTINUOUS IMPROVEMENT
To improve service quality and reduce recurring issues, Alpha Technologies maintains detailed documentation, knowledge articles, asset records, and system procedures.

Common issues are analysed to identify root causes and opportunities for improvement. Lessons learned from incidents are incorporated into support procedures, training materials, and infrastructure recommendations.

Benefits to the City
Through our Help Desk and End User Support services, the City will benefit from:
• Faster issue resolution
• Reduced employee downtime
• Consistent support experiences
• Improved operational productivity
• Enhanced user satisfaction
• Better visibility into support performance
• Reliable access to experienced technical resources
• Improved continuity of municipal operations
City of Livingston
Information Technology Services
Alpha Technologies RFP Response
Copyright © 2026 Alpha Technologies
Confidential and Proprietary

INFRASTRUCTURE MANAGEMENT
Service Overview
Alpha Technologies provides comprehensive infrastructure management services designed to ensure the City of Livingston's technology environment remains secure, stable, efficient, and available. Our approach combines proactive monitoring, preventative maintenance, lifecycle management, and strategic planning to maximize system performance while minimizing operational risk.

We understand the City's environment includes multiple locations, Hyper-V virtualized infrastructure, physical servers, Microsoft 365 services, WatchGuard firewalls, VoIP communications, mobile device management, CJIS-sensitive systems, and SCADA-connected operational technologies. Our infrastructure management program is specifically designed to support these critical municipal services while maintaining operational continuity.

SERVER INFRASTRUCTURE MANAGEMENT
The City's server infrastructure supports essential business applications, public safety operations, data storage, authentication services, and departmental workflows. Alpha Technologies provides full lifecycle management of both physical and virtual server environments.

Services Include:
• Physical server administration
• Virtual server administration
• Hyper-V management and optimization
• Operating system maintenance
• Resource utilization monitoring
• Capacity planning
• Server performance tuning
• Hardware warranty tracking
• Firmware management
• Storage utilization management
• Server health monitoring
• Configuration management
Proactive Management Approach
Our engineering team continuously monitors server performance metrics including:
• CPU utilization
• Memory consumption
• Disk capacity
• Storage performance
• Service availability
• System event logs
• Hardware health indicators
City of Livingston
Information Technology Services
Alpha Technologies RFP Response
Copyright © 2026 Alpha Technologies
Confidential and Proprietary

Potential issues are identified and remediated before they impact City operations.

Benefits
• Improved system reliability
• Reduced unplanned downtime
• Increased infrastructure visibility
• Extended equipment lifespan
• Better planning for future growth

HYPER-V VIRTUALIZATION MANAGEMENT
We understand the City utilizes a Hyper-V virtualization platform supporting multiple missioncritical systems.

Alpha Technologies provides dedicated management of the Hyper-V environment including:

Services Include:
• Hyper-V host administration
• Virtual machine management
• Resource allocation optimization
• Virtual machine performance monitoring
• Snapshot management
• Virtual infrastructure maintenance
• Capacity forecasting
• Hyper-V security hardening
• Backup verification for virtual workloads
• Disaster recovery planning
Benefits
• Improved performance of virtualized workloads
• Better resource utilization
• Reduced recovery times
• Improved scalability
• Enhanced business continuity

NETWORK MANAGEMENT AND SUPPORT
The City's network infrastructure connects users, servers, public safety systems, remote facilities, mobile devices, and cloud services across multiple locations.

Alpha Technologies provides proactive management of all network infrastructure components.

Services Include:
• Network monitoring
City of Livingston
Information Technology Services
Alpha Technologies RFP Response
Copyright © 2026 Alpha Technologies
Confidential and Proprietary

• Switch administration
• VLAN management
• Wireless infrastructure support
• Connectivity troubleshooting
• Network documentation
• Bandwidth analysis
• Network performance optimization
• Vendor coordination
• Configuration backup management
Monitoring Capabilities
We continuously monitor:
• Device availability
• Network latency
• Internet connectivity
• Bandwidth utilization
• Hardware failures
• Environmental alerts
Benefits
• Improved network reliability
• Reduced outages
• Better application performance
• Faster troubleshooting
• Enhanced operational visibility
Firewall and Perimeter Security Management
The City currently utilizes WatchGuard firewalls to protect network resources and support secure communications between facilities and remote users.

Alpha Technologies provides comprehensive firewall administration and security oversight.

Services Include:
• WatchGuard firewall administration
• Security policy management
• VPN management
• Firewall firmware updates
• Threat monitoring
• Rule review and optimization
• Configuration backup management
• Security event investigation
• Firewall health monitoring
• Secure remote access support
City of Livingston
Information Technology Services
Alpha Technologies RFP Response
Copyright © 2026 Alpha Technologies
Confidential and Proprietary

Security Benefits
• Enhanced perimeter protection
• Reduced cyber risk
• Improved visibility into threats
• Secure remote connectivity
• Regulatory compliance support
MICROSOFT 365 ADMINISTRATION
Microsoft 365 is a core component of the City's collaboration and productivity environment.

Alpha Technologies provides complete Microsoft 365 administration and support.

Services Include:
• User account administration
• Licensing management
• Exchange Online administration
• Microsoft Teams support
• SharePoint administration
• Entra ID management
• Multi-factor authentication support
• Security policy administration
• Mail flow troubleshooting
• Compliance support
Benefits
• Improved user productivity
• Stronger identity security
• Better licensing management
• Improved collaboration capabilities

MOBILE DEVICE MANAGEMENT
The City maintains a fleet of City-owned Apple devices managed through Apple Business Manager and JAMF. Alpha Technologies provides centralized administration and support for mobile devices.

Services Include:
• Device enrollment
• JAMF administration
• Device provisioning
• Policy management
• Application deployment
• Security enforcement
• Mobile troubleshooting
City of Livingston
Information Technology Services
Alpha Technologies RFP Response
Copyright © 2026 Alpha Technologies
Confidential and Proprietary

• Device lifecycle management
• Asset tracking
Benefits
• Improved mobile security
• Simplified device deployment
• Consistent policy enforcement
• Reduced administrative burden

PATCH AND UPDATE MANAGEMENT
Timely patching is one of the most effective methods for reducing cybersecurity risk and improving system stability.

Alpha Technologies utilizes a structured patch management program that includes:

Services Include:
• Operating system updates
• Security patch deployment
• Third-party application patching
• Testing and validation procedures
• Maintenance scheduling
• Update reporting
• Exception management
Process

1. Assess newly released updates.

2. Evaluate risk and compatibility.

3. Test updates when appropriate.

4. Schedule deployment.

5. Verify successful installation.

6. Report compliance status.

Benefits
• Reduced vulnerability exposure
• Improved system stability
• Better compliance posture
• Lower cybersecurity risk

SCADA AND SPECIALIZED SYSTEMS COORDINATION
Alpha Technologies understands that municipal operations rely on specialized systems that support critical services such as water, wastewater, public works, and public safety.

City of Livingston
Information Technology Services
Alpha Technologies RFP Response
Copyright © 2026 Alpha Technologies
Confidential and Proprietary

While specialized application support may remain with designated vendors, Alpha Technologies provides infrastructure-level oversight and coordination to ensure operational continuity.

Services Include:
• Network connectivity support
• Server and operating system support
• Vendor coordination
• Backup oversight
• Security monitoring
• Infrastructure troubleshooting
• Incident escalation management
Benefits
• Improved coordination among vendors
• Reduced operational disruptions
• Better visibility into critical systems
• Enhanced continuity for utility operations

ASSET LIFECYCLE AND INFRASTRUCTURE PLANNING
Technology investments must be managed strategically to ensure reliability, security, and budget predictability. Alpha Technologies maintains detailed asset inventories and lifecycle plans for infrastructure components.

Services Include:
• Asset inventory management
• Warranty tracking
• Lifecycle planning
• Refresh recommendations
• Capacity forecasting
• Budget forecasting
• Technology standards development
Benefits
• Better budgeting accuracy
• Reduced unexpected failures
• Improved procurement planning
• Long-term infrastructure sustainability

INFRASTRUCTURE OUTCOMES
Through our Infrastructure Management Services, the City of Livingston will benefit from:
• Improved operational continuity
• Reduced technology risk
City of Livingston
Information Technology Services
Alpha Technologies RFP Response
Copyright © 2026 Alpha Technologies
Confidential and Proprietary

• Enhanced infrastructure security
• Increased system reliability
• Proactive issue resolution
• Improved performance and visibility
• Better budget planning
• Stronger support for municipal and public safety operations Alpha Technologies delivers infrastructure management as a strategic service, ensuring that the City's technology environment remains secure, resilient, and aligned with operational objectives both today and in the future.

City of Livingston
Information Technology Services
Alpha Technologies RFP Response
Copyright © 2026 Alpha Technologies
Confidential and Proprietary

SECURITY, BUSINESS CONTINUITY & STRATEGIC IT GOVERNANCE Alpha Technologies delivers a security-first managed services model designed to protect the City of Livingston's critical systems, support operational continuity, and provide strategic technology leadership. Our approach integrates cybersecurity, disaster recovery, and governance into a single framework that reduces risk while supporting the City's long-term objectives.

SECURITY & COMPLIANCE
The City operates technology systems that support public safety, municipal services, and critical infrastructure. Alpha Technologies understands the importance of maintaining secure, compliant, and resilient operations, particularly within environments subject to CJIS security requirements.

Our security services include:
• CJIS-aware operational practices and security controls • Multi-Factor Authentication (MFA) enforcement and identity management • Endpoint protection and ransomware defense
• Vulnerability assessment and remediation management
• Continuous security monitoring and alerting
• Incident response and recovery coordination
• Audit logging and security reporting
• Least-privilege access management and access reviews
These measures help reduce cybersecurity risk, improve accountability, and strengthen protection of City systems and data.

BACKUP & DISASTER RECOVERY
Business continuity is essential to maintaining uninterrupted municipal operations. Alpha Technologies provides ongoing oversight of backup and disaster recovery processes to ensure critical systems remain protected and recoverable.

Services include:
• Backup monitoring and verification
• Recovery validation and restoration testing
• Ransomware recovery preparedness
• Disaster recovery planning and documentation
• Annual disaster recovery testing and review
Our objective is to ensure the City can rapidly recover from system failures, cyber incidents, or other unexpected disruptions while minimizing operational impact.

City of Livingston
Information Technology Services
Alpha Technologies RFP Response
Copyright © 2026 Alpha Technologies
Confidential and Proprietary

STRATEGIC IT LEADERSHIP
Alpha Technologies serves as a strategic technology partner to City leadership by providing governance, planning, and ongoing technology guidance.

Services include:
• Quarterly Business Reviews (QBRs)
• Technology budgeting and forecasting
• Infrastructure lifecycle management
• Strategic technology roadmaps
• Cybersecurity and operational risk assessments
• Policy and governance recommendations
• Technology procurement and planning support
Through regular reporting and executive engagement, we help the City align technology investments with operational priorities, security requirements, and future growth.

Outcomes
Through our integrated Security, Business Continuity, and Strategic Governance program, the City will benefit from:
• Enhanced cybersecurity and CJIS-aligned practices
• Improved operational continuity and resilience
• Faster response to security and technology incidents
• Reduced technology and compliance risk
• Better visibility through reporting and governance
• Predictable budgeting and lifecycle planning
• Strategic guidance that supports the City's mission and long-term goals Alpha Technologies provides more than technical support, we deliver the security, resilience, and leadership necessary to help the City of Livingston operate with confidence and continuity.

City of Livingston
Information Technology Services
Alpha Technologies RFP Response
Copyright © 2026 Alpha Technologies
Confidential and Proprietary

TRANSITION AND ONBOARDING PLAN
Alpha Technologies follows a structured, no-disruption transition methodology designed to ensure a seamless transfer of IT services while maintaining uninterrupted support for City staff, public safety operations, and critical infrastructure.

Our onboarding approach focuses on knowledge transfer, risk reduction, operational continuity, and long-term service optimization, allowing the City of Livingston to experience a smooth transition with minimal impact on daily operations.

PHASE 1 – DISCOVERY & ASSESSMENT
The Discovery phase is focused on establishing a comprehensive understanding of the City's technology environment. During this phase, Alpha Technologies will conduct a thorough review of the existing infrastructure, including servers, network devices, Microsoft 365 services, security systems, backup solutions, and critical business applications.

We will validate all technology assets, review existing documentation, coordinate credential and administrative access transfers, and assess vendor relationships and support agreements. Special attention will be given to public safety systems, CJIS-related environments, and other missioncritical technologies. The outcome of this phase is a complete assessment of the current environment, identification of operational and security risks, and development of a detailed transition roadmap.

PHASE 2 – STABILIZATION & SERVICE ACTIVATION
Once discovery activities are completed, Alpha Technologies will begin the stabilization phase by activating our managed services framework and establishing proactive operational oversight.

This includes deploying monitoring and alerting systems, onboarding the City into our service desk platform, validating backup and recovery processes, reviewing security configurations, and implementing standardized support and escalation procedures.

We will establish a security baseline, verify patch management processes, and normalize ticketing workflows to ensure consistent service delivery. By the conclusion of this phase, the City's environment will be fully monitored, supported, and managed through clearly defined operational processes.

PHASE 3 – OPTIMIZATION & STRATEGIC ALIGNMENT
Following stabilization, Alpha Technologies will focus on continuous improvement and strategic planning. During this phase, we will identify opportunities to standardize systems, improve security posture, reduce operational risk, and enhance overall technology performance. Our team will work with City leadership to develop technology roadmaps, lifecycle management plans, budget forecasts, and infrastructure improvement recommendations.

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We will establish a regular reporting cadence and governance framework to provide visibility into service performance, cybersecurity status, infrastructure health, and future technology initiatives. This phase ensures that technology investments remain aligned with the City's operational objectives and long-term strategic goals.

NO-DISRUPTION TRANSITION METHODOLOGY
Throughout the onboarding process, Alpha Technologies will maintain a no-disruption transition methodology designed to preserve service continuity and protect critical City operations. We will coordinate closely with City stakeholders and incumbent providers to facilitate knowledge transfer, validate administrative access, and ensure all systems remain operational during the transition period.

Public safety systems, CJIS-regulated environments, and mission-critical services will receive priority attention throughout the onboarding process. Through proactive communication, detailed planning, and structured execution, Alpha Technologies will deliver a smooth transition that minimizes risk, accelerates service readiness, and establishes the foundation for a successful long-term partnership with the City of Livingston.

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SERVICE LEVEL AGREEMENTS (SLA)
Alpha Technologies is committed to delivering responsive, accountable, and measurable support services. Our Service Level Agreements (SLAs) establish clear expectations for response and resolution times, ensuring that incidents are prioritized based on business impact and urgency.

Public safety systems, critical infrastructure, and operationally significant issues receive the highest priority and immediate attention.

Priority Level Definition Response Time Resolution
Target
Critical
Complete outage of critical
systems, public safety
systems, network
infrastructure, cybersecurity
incidents, or services
affecting multiple
departments.
15 Minutes 4 Hours
High
Significant degradation of
service impacting
department operations,
multiple users, or key
business applications.
30 Minutes 8 Hours
Medium
Issues affecting a single user
or non-critical systems where
a workaround may be
available.
2 Hours 1 Business Day
Low
General service requests,
informational requests,
software installations, and
non-urgent support needs.
4 Hours 2 Business
Days
Escalation and Communication
All service requests are tracked through Alpha Technologies' centralized ticketing platform and monitored against established SLA targets. Incidents that require advanced troubleshooting are automatically escalated to senior engineers and technical specialists. Critical incidents receive immediate attention and ongoing communication until service is restored.

Performance Reporting
SLA performance metrics, response times, ticket trends, and service quality indicators are reviewed regularly and included in operational reports and Quarterly Business Reviews (QBRs).

This reporting provides City leadership with visibility into support performance, recurring issues, and opportunities for continuous improvement.

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SECURITY AND CJIS COMPLIANCE
Alpha Technologies understands the critical importance of protecting the City of Livingston's public safety systems, sensitive information, and municipal technology infrastructure. We recognize that any personnel with direct or indirect access to CJIS-regulated systems must adhere to strict security requirements and operational controls. Our security program is designed to support the City's cybersecurity objectives while maintaining compliance with applicable CJIS security standards and industry best practices.

CJIS-Compliant Personnel
Alpha Technologies utilizes qualified personnel who understand the security requirements associated with supporting law enforcement and public safety environments. Staff assigned to systems requiring CJIS compliance will meet applicable screening, access, and security requirements as required by the City and governing policies.

Background Checks and Personnel Screening
To maintain a secure operating environment, Alpha Technologies conducts pre-employment screening and background verification for employees who may access client systems. We fully support the City's requirements regarding fingerprinting, criminal history checks, and CJIS Security Addendum compliance for personnel accessing public safety systems.

Unique User Identification and Access Controls
Alpha Technologies maintains unique named accounts for all authorized personnel accessing client environments. Shared administrative accounts are prohibited whenever possible, ensuring complete accountability, auditability, and traceability of user activity. Access permissions are assigned according to job responsibilities and are reviewed regularly to support least-privilege access principles.

Secure Remote Access
All remote access to City systems is secured through approved authentication and encryption methods. Multi-Factor Authentication (MFA), role-based access controls, and secure remote connectivity practices are utilized to protect against unauthorized access while maintaining operational efficiency.

Logging, Monitoring, and Audit Controls
Alpha Technologies supports comprehensive logging and monitoring practices to enhance security visibility and accountability. Administrative activities, authentication events, and system access can be tracked and reviewed to support operational oversight, security investigations, and compliance requirements.

Incident Response and Security Event Management
Alpha Technologies maintains documented incident response procedures designed to rapidly identify, contain, investigate, and remediate cybersecurity incidents. Security events are escalated according to severity and communicated appropriately to designated City City of Livingston
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stakeholders. Our objective is to minimize operational disruption while restoring affected systems as quickly and securely as possible.

Security Awareness and Best Practices
Alpha Technologies promotes security best practices through ongoing guidance, policy recommendations, and user awareness support. We work closely with City leadership to encourage secure technology usage and reduce organizational risk.

Commitment to Security
Through a combination of CJIS-aware operational practices, secure access controls, proactive monitoring, incident response readiness, and strong governance, Alpha Technologies helps the City of Livingston protect critical systems, support public safety operations, and maintain a secure and resilient technology environment.

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STAFFING AND SUPPORT MODEL
Alpha Technologies provides a dedicated and accountable support structure designed to deliver responsive service, technical expertise, and continuity for the City of Livingston. Our staffing model combines experienced leadership, senior engineering resources, and service desk professionals to ensure that City staff receive timely assistance while maintaining access to advanced technical expertise when needed.

Unlike providers that rely on anonymous or constantly changing support resources, Alpha Technologies assigns a consistent team that becomes familiar with the City's environment, operational priorities, and public safety requirements. This approach improves service quality, accelerates issue resolution, and strengthens long-term partnership success.

ORGANIZATIONAL STRUCTURE
The following structure outlines the hierarchical framework of our operational and leadership teams, detailing the roles and responsibilities that support seamless service delivery:
• Executive Leadership (CEO, CIO/CISO, COO) – Provides strategic oversight, governance, and decision-making to ensure high-quality service delivery and operational efficiency. • Head of Staff Augmentation – Oversees all staffing operations, supported by: o Recruitment Manager – Leads sourcing, screening, and onboarding activities. o Directors (Talent, Vendor, Operations, Compliance) – Manage talent pipelines, vendor coordination, operational workflows, and regulatory compliance. o Senior Client Coordinator – Manages day-to-day client communication, scheduling, and assignment coordination.

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• Director – IT Services – Drives IT program delivery and operations, supported by:
o Service Delivery / Project Manager – Manages project execution, service levels, and client reporting.
o Application Development Manager – Oversees software development initiatives. o Infrastructure Manager – Leads teams across networks, servers, cloud, DBA, security, and helpdesk functions.
• Head of Client Services – Ensures high client satisfaction and smooth operational delivery, supported by:
o Operations Manager – Oversees resource allocation, workflows, and service quality.
• Head of Security Operations – Manages cybersecurity programs, incident response, and risk mitigation, supported by:
• Technical Project Manager – Coordinates technical security implementations. o Software Manager – Leads development teams including tech leads, software engineers, QA testers, DevOps, and UI/UX resources.
• Finance Manager – Maintains financial controls and service continuity, supported by:
o Accounts Manager & Senior Accountant – Oversee payroll, billing, invoicing, and financial compliance.
• HR Manager – Oversees human resources operations including recruitment support, employee relations, compensation & benefits, learning and development, and HR compliance.
• RFP Team – Leads proposal development, compliance documentation, and submission management for all bids and solicitations.
• Digital Marketing Team – Supports branding, communication, and outreach to strengthen client visibility and engagement.

This organizational structure enables Alpha Technologies to deliver coordinated, high quality services through defined leadership, specialized functional teams, and streamlined lines of communication, ensuring responsive support and reliable execution for every client engagement.

The City of Livingston will be supported through a clearly defined organizational structure that includes executive oversight, account management, service delivery leadership, and technical support personnel.

Support Team Structure
• Executive Sponsor
• Account Manager
• Service Delivery Manager
• Senior Systems Engineers
• Network & Security Engineers
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• Service Desk Technicians
• Project and Implementation Specialists
Dedicated Account Management
Alpha Technologies assigns a dedicated Account Manager who serves as the primary point of contact for City leadership. The Account Manager is responsible for service oversight, communication, issue escalation, reporting coordination, and strategic planning activities.

Responsibilities include:
• Quarterly Business Reviews
• Service performance reviews
• Escalation management
• Technology planning coordination
• Contract and service oversight
• Executive communications
This single point of accountability ensures responsive communication and a consistent customer experience.

ESCALATION PATH
Alpha Technologies utilizes a structured escalation process to ensure issues are resolved by the appropriate resource as quickly as possible.

Tier 1 – Service Desk: Handles routine service requests, user support, password resets, application assistance, and general troubleshooting.

Tier 2 – Technical Specialists: Handles advanced workstation issues, Microsoft 365 administration, endpoint management, and network troubleshooting.

Tier 3 – Senior Engineers: Handles server administration, Hyper-V infrastructure, security events, firewall management, backup systems, and complex technical issues.

Executive Escalation: Critical incidents, public safety system issues, and service-impacting events receive immediate escalation to senior leadership and engineering management.

This structured approach ensures rapid engagement of senior resources when business-critical systems are affected.

Senior Engineering Resources
The City will have access to experienced senior engineers with expertise in:
• Microsoft 365 and Entra ID
• Hyper-V virtualization
• Network infrastructure
• WatchGuard firewall administration
• Cybersecurity and incident response
• Backup and disaster recovery
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• Public sector technology environments
• CJIS-sensitive operational practices
Senior engineering resources participate in escalated support incidents, strategic planning initiatives, infrastructure reviews, and technology modernization efforts.

EMPLOYEE RETENTION AND SERVICE CONTINUITY
Alpha Technologies recognizes that service quality is directly tied to employee retention and organizational stability. We invest in employee development, technical training, and career advancement programs that help maintain a highly skilled and consistent workforce.

Our staffing model is designed to provide continuity of service while minimizing disruption caused by personnel changes. Cross-training and documented operational procedures ensure knowledge retention and uninterrupted support delivery.

CERTIFICATIONS AND PROFESSIONAL DEVELOPMENT
Alpha Technologies maintains a culture of continuous learning and professional development.

Our technical personnel hold industry-recognized certifications across key technology disciplines, including:
• Microsoft Certifications
• Cybersecurity Certifications
• Networking Certifications
• Cloud and Infrastructure Certifications
• IT Service Management Certifications
Ongoing training ensures our team remains current with emerging technologies, cybersecurity threats, and industry best practices.

U.S.-BASED SUPPORT FOR SENSITIVE SYSTEMS
Alpha Technologies understands the City's emphasis on security, responsiveness, and CJISrelated requirements. Support for sensitive systems and public safety environments is delivered through qualified U.S.-based personnel who can meet applicable access, security, and compliance requirements.

Our support model emphasizes:
• Dedicated resources
• Clear accountability
• Consistent service delivery
• Secure operational practices
• Rapid response capabilities
• Familiarity with municipal environments
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Commitment to Service Excellence
Through a dedicated staffing structure, experienced technical resources, and a culture of accountability, Alpha Technologies delivers reliable and responsive support that functions as an extension of the City's team. Our approach ensures the City of Livingston receives the expertise, stability, and partnership necessary to support both day-to-day operations and long-term technology objectives.

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RELEVANT MUNICIPAL EXPERIENCE
Alpha Technologies has extensive experience supporting state and local government organizations that rely on secure, resilient, and highly available technology environments. Our public sector experience includes supporting municipalities and government agencies with managed IT services, cybersecurity operations, cloud solutions, infrastructure management, help desk support, and technology modernization initiatives.

The following representative engagements demonstrate our ability to support organizations with operational requirements similar to those of the City of Livingston.

CITY OF SEATTLE, WASHINGTON
The City of Seattle is one of the largest municipal governments in the Pacific Northwest, supporting a diverse range of public services, administrative departments, and community programs. Alpha Technologies has supported technology initiatives requiring secure infrastructure management, operational continuity, cybersecurity oversight, and large-scale user support.

Relevant Experience
• Large-scale municipal technology environment
• Multi-department operational support
• Cybersecurity and risk management initiatives
• Cloud and infrastructure support services
• Enterprise service desk and user support
• Governance, reporting, and operational oversight
Relevance to City of Livingston
This experience demonstrates our ability to support complex municipal environments requiring reliable service delivery, strong security controls, and coordinated support across multiple departments and stakeholders.

CITY OF PALM DESERT, CALIFORNIA
The City of Palm Desert serves a growing community with technology systems supporting municipal administration, public services, community development, and citizen engagement.

Alpha Technologies has provided technology services focused on operational reliability, infrastructure support, cybersecurity, and strategic planning.

Relevant Experience
• Municipal IT operations support
• Microsoft-based infrastructure management
• Network and endpoint administration
• Cybersecurity monitoring and protection
• Technology planning and modernization
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• Service desk and end-user support
Relevance to City of Livingston
This engagement reflects our understanding of California municipal operations and demonstrates our ability to deliver responsive, accountable, and security-focused managed services that support local government objectives.

NEW CASTLE COUNTY, DELAWARE
New Castle County is the largest county government in Delaware, supporting numerous departments, public-facing services, and operational functions. Alpha Technologies has assisted with technology initiatives requiring secure infrastructure management, operational support, cybersecurity services, and strategic technology planning.

Relevant Experience
• Government technology operations
• Enterprise infrastructure management
• Cybersecurity and compliance support
• Business continuity and disaster recovery planning
• Multi-site environment support
• Strategic technology governance
Relevance to City of Livingston
This experience highlights our ability to support government organizations that require dependable technology services, structured governance, proactive security practices, and longterm technology planning.

PUBLIC SECTOR EXPERTISE
Across our municipal and government engagements, Alpha Technologies consistently delivers:
• Managed IT Services and Help Desk Support
• Infrastructure and Network Management
• Microsoft 365 Administration
• Cybersecurity Monitoring and Incident Response
• Backup and Disaster Recovery Services
• Strategic Technology Planning
• Asset and Lifecycle Management
• Operational Reporting and Governance
These experiences position Alpha Technologies to successfully support the City of Livingston's objectives for secure, responsive, and accountable technology services while serving as a trusted long-term technology partner.

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ASSUMPTIONS
Pricing is based upon the information provided within the RFP and subsequent addenda, including:
• Approximately 89 workstations
• Approximately 12 servers (8 virtual, 4 physical)
• Approximately 68 mobile devices
• Six operational locations
• Existing Microsoft 365 environment
• Existing Hyper-V infrastructure
• Existing WatchGuard firewall environment
• Existing backup infrastructure
• Scheduled onsite support consisting of up to three (3) visits per week

EXCLUSIONS
The following services are excluded from the fixed monthly managed services fee and may be quoted separately upon request:
• Major infrastructure upgrades or migrations
• Hardware procurement and replacement
• New system implementations
• Cloud migration projects
• Application development services
• Third-party software licensing costs
• SCADA application administration
• Penetration testing services
• After-hours project work
• Council meeting audio/video support (optional service) Our pricing model provides predictable budgeting, comprehensive technology support, and strategic IT leadership while ensuring the City receives responsive service, proactive management, and secure operational support throughout the term of the agreement.

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REFERENCES
REFERENCE 1
Company Name Freedom Mortgage
Contact Name and Title Claudio Mazzone - Senior Vice President Information Technology
Address 907 Pleasant Valley Rd. Mount Laurel, NJ 08054
Phone Number 856-626-2779
Email Address [email protected]
Project Description
Delivered IT infrastructure management, contract
management, service desk support, and cybersecurity
operations in a distributed enterprise environment.

Services included 24×7 monitoring, system administration, endpoint support, and SOC/SIEM-based threat detection
and incident response.

Contract Status Ongoing (5+ Years)
Contract Value $1.5Mn
Outcomes / Value Delivered
• Improved system uptime and operational stability
through proactive monitoring
• Reduced incident response and resolution times
• Strengthened security posture across endpoints and
infrastructure
• Enabled reliable support for distributed users in a
regulated environment
REFERENCE 2
Company Name Guardian Life insurance
Contact Name and Title Jennifer Miller - Sourcing Manager Address 10 Hudson Yards, New York, NY 10001
Phone Number 212 919 7839
Email Address [email protected]
Project Description
Provided end-to-end IT and cybersecurity services across a hybrid, multi-location infrastructure. Scope included
network and systems administration, Active Directory
management, endpoint support, and coordinated incident
response.

Contract Status Ongoing (10+ Years)
Contract Value $10Mn+
Outcomes / Value Delivered • Enhanced infrastructure reliability and system performance
City of Livingston
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• Improved identity and access management controls
• Increased visibility into system and security events
• Ensured continuity of operations across geographically distributed environments
REFERENCE 3
Company Name Guggenheim Investments
Contact Name and Title Robert DiGiaro - Managing Director Address 330 Madison Avenue, New York, NY 10017
Phone Number 212-377-4093
Email Address [email protected]
Project Description
Delivered managed IT infrastructure, cloud services, and cybersecurity support across on-premises and cloud
platforms. Services included Microsoft 365 administration, monitoring, vulnerability management, patching,
backup/recovery, and service desk support.

Contract Status Ongoing (10+ Years)
Contract Value $10Mn+
Outcomes / Value Delivered
• Improved system reliability and reduced downtime
• Strengthened cybersecurity resilience and risk
mitigation
• Streamlined IT operations through standardized
processes
• Enhanced business continuity through robust backup
and recovery solutions
City of Livingston
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ADDITIONAL VALUE-ADDED OFFERINGS

IT SERVICE DESK & END-USER SUPPORT
24/7/365 outsourced IT Service Desk support | Multi-channel support (phone, email, chat, selfservice portal) | Level 1 incident management and service request fulfilment | First-contact troubleshooting for hardware, software, network, and application issues | User account and access management (password resets, account unlocks, role changes) | Remote support for distributed and multi-location environments | Escalation coordination with Tier 2 and Tier 3 IT teams | Support for both administrative and clinical-adjacent systems

ITSM & SERVICENOW SERVICES
Provisioning and management of a dedicated ServiceNow ITSM instance | Configuration of Incident, Request, Problem, Change, Knowledge, and Asset Management | Workflow design, automation, and ticket routing | Self-service portal and knowledge base development | Reporting dashboards and performance analytics | ServiceNow integrations with Active Directory/Entra ID, Epic, monitoring, and enterprise tools | Ongoing platform maintenance, upgrades, and security patching

TRANSITION & IMPLEMENTATION SERVICES
Structured transition planning and governance | Knowledge transfer from incumbent providers Shadow and reverse-shadow operational support | Analyst hiring, onboarding, and training | Golive readiness and stabilization support | Documentation, SOP development, and validation

SECURITY, COMPLIANCE & RISK SUPPORT
Operations aligned with HIPAA, HITRUST, SOC 2 Type II, and industry standards | Role-based access control and multi-factor authentication support | Secure data handling, encryption, and audit logging | Incident response coordination and root cause analysis | Support for vendor remote access controls

ADDITIONAL IT & TECHNOLOGY CAPABILITIES
Application support and system integration | Custom software and application development | Infrastructure and platform support (on-premises, hybrid, and cloud) | IT assessments and operational readiness reviews | Support for system upgrades and technology transitions.

City of Livingston

PROPOSAL
Monica Cisneros, Deputy City Clerk
City of Livingston
1416 C St.

Livingston, CA 95334
Submitted by:

Apex Technology Management, LLC
Redding | Chico | Sacramento | Los Angeles
Federal I.D. Number: 68-0423495
310 Hemsted Dr., Suite 300
Redding, CA 96002
George Passidakis | Director of Sales and Marketing
[email protected]
5/29/26

INFORMATION TECHNOLOGY

MANAGED SERVICES
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Table of Contents
Cover Letter ................................................................................................................................................................................................ 3 Section 1: General Company Information .............................................................................................................................................. 5 About Apex .............................................................................................................................................................................................................................................. 7 Why Apex.................................................................................................................................................................................................................................................. 7 A New Charter Technologies Company......................................................................................................................................................................................... 8 Highlights of our Experience ............................................................................................................................................................................................................ 9 Public Sector Strategic Advisory Council....................................................................................................................................................................................10 Section 2: References ..............................................................................................................................................................................12 What Our Clients Say .........................................................................................................................................................................................................................15 Section 3: Staffing....................................................................................................................................................................................16 Certifications.........................................................................................................................................................................................................................................23 Security Team Certifications ...........................................................................................................................................................................................................24 Section 4: Security ...................................................................................................................................................................................25 Section 5: Services ...................................................................................................................................................................................29 Project Approach .......................................................................................................................................................................................................................................33 Total Support Gold Managed Plan................................................................................................................................................................................................33 Apex Total Support Gold Response Time - SLA.......................................................................................................................................................................38 Apex Security Essentials - Cybersecurity Management...............................................................................................................................................................40 Data Management, Backup & Disaster Recovery, Compliance and Termination...............................................................................................................42 Section 6: Monitoring ..............................................................................................................................................................................43 Section 7: Management...........................................................................................................................................................................45 Section 8: Documentation, Record Keeping & Reporting...................................................................................................................47 Section 9: Fees..........................................................................................................................................................................................49 Cost Breakdown: (this page addresses RFP Section 9, questions a and b)...........................................................................................................................50 Section 10: Optional Fees .......................................................................................................................................................................51 Section 11: Transition..............................................................................................................................................................................53 Proposed Project Schedule – Service Delivery ........................................................................................................................................................................54 Section 12: Miscellaneous.......................................................................................................................................................................55 Proposal Summary: ..................................................................................................................................................................................59 Apex Technology Management Page 3 of 60
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Cover
Letter CL
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Proposal for City of Livingston
Monica Cisneros, Deputy City Clerk
5/29/26
Dear Ms. Cisneros & City staff,
Following this letter, you will find Apex Technology Management’s proposal for Total Support Gold Managed IT Services. As a Managed Service Provider leader that has been serving clients for over 34 years, we have built a proven process with remarkable success providing all of the services highlighted in the following pages to numerous clients.

We are dedicated and passionate about our client’s success:
• Awarded 2023 National MSP of the Year by Channel Futures. • Our clients have provided many 5-Star Google reviews. We encourage you to search for “Apex Technology Management” on Google and read the amazing reviews written by our clients.
• We are committed to maintaining a Client-Obsessed company culture. Your success is our mission. • With 500+ years of combined IT experience and 150+ Industry Certifications, we provide you with the best team to find the best solutions for your organization.
• Our team of 39 Managed Services Staff and 16 Managed Security Staff will ensure the best possible service for the organization. We will designate the appropriate team members to the organization for day-to-day support. A VCIO and Technical Lead will also be assigned. • Monday – Friday 8:00AM - 5:00 PM help desk operating hours (excluding holidays) with 24/7 emergency support for the servers and staff computers.
• A full suite of additional offensive and defensive Cybersecurity options is available from CYBER74, our Advanced Cybersecurity Division. • Our remote help desk is staffed by 20+ CJIS/CLETS Certified technicians supporting multiple California Police Departments. For the City, this provides confidence that our staff has had in-depth background checks and have been “live scanned” by multiple Police Departments.
• We are a “Security First” MSP. We have an ongoing strategic partnership with the FBI Cybercrime Division and impactful presentations to organizations such as CIRA, MISAC, SCORE, CSMFO, JPA, the Alliant Board, and numerous municipalities throughout California.

These efforts have earned us the #5 spot nationally among the “Top 100 Government and Education MSPs,” a global ranking of #290 in the “Top 500” Global Managed IT Service Providers, and the 2023 National “MSP of the Year” award. If the City of Livingston chooses to partner with Apex for IT managed services, you will have more than just an IT vendor. You will have a trusted partner, friend, and a team whose goal is to make sure that the City is successful for many years to come.

Apex understands the services to be performed and will make a positive commitment to provide the services requested within the time frames listed. We will give the City the same level of service that we give all of our clients. This level of service is what we are known for in the industry and can be clearly seen in our references, reviews, testimonials, and extensive history. We believe Apex will be the best qualified team to perform this engagement.

No subcontractors will be utilized in the performance of the work under this agreement. Apex confirms there are no conflicts of interest.

This proposal is a firm and irrevocable offer for 120 days from the date of submission.

Thank you for the opportunity to introduce Apex Technology Management and provide this proposal for Managed IT Services. I look forward to discussing our proposal with you further.

George Passidakis, Director of Sales, and Marketing
[email protected] | 530-248-1015 | www.apex.com
Apex Technology Management (a California Limited Liability Company) Federal and State Taxpayer Identification Number: 68-0423495 Redding HQ - 310 Hemsted Dr. Suite 300 Redding, CA 96002 Apex Technology Management Page 5 of 60
Proposal for City of Livingston
Section 1:

General Company Information 1
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a. Provide an overview of your company, including:
i. The year your company was started, and the number of years providing managed IT services and help desk support: Apex was founded in 1991. Apex has over 34 years of experience providing managed IT and cybersecurity services to organizations in California, including many public agencies. ii. Number of customers and average size of customers’ organizations: Apex has over 100 Managed Service clients.

Sizes range from 10 employees to over 300 employees. Average is approximately 60 full time employees. iii. Number of employees: 39 employees.
iv. Background and history: Since 1991, Apex has been providing enterprise-class Managed and Managed IT & Cybersecurity services to small and mid-size organizations across a variety of industries. Passionate about providing best-in-class service to our clients, we are committed to continuously investing in the architecture, design, and security of our technology solutions. Our normal business hours are from 8:00AM to 5:00PM PST, ensuring consistent and reliable support for our clients during these times. 24/7 emergency support is also available.
v. Office locations: Our headquarters office is located in Redding, California and we have technicians located throughout the State.
b. Are there any lawsuits, judgments or liens pending against your organization as a result of services provided by your company and/or that would negatively impact your company’s ability to provide managed IT services to the City? No, Apex Technology Management has no lawsuits, judgments, or liens pending against it related to services it has provided, nor are there any matters that would negatively impact its ability to deliver managed IT services to the City.
c. Is your company currently under investigation by any entity? If yes, include an explanation. No, Apex Technology Management is not currently under investigation by any entity.

Apex Technology Management maintains all required insurance coverage in accordance with industry standards and municipal contract requirements, including General Liability, Automobile Liability, Workers’ Compensation, and Employer’s Liability insurance. Apex will provide a Certificate of Insurance to the City of Livingston upon selection, demonstrating full compliance with the City’s specified coverage requirements.

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Proposal for City of Livingston
About Apex
Since 1991, Apex has been providing enterprise-class Managed and Managed IT & Cybersecurity services to small and midsize organizations across a variety of industries. Passionate about providing best-in-class service to our clients, we are committed to continuously investing in the architecture, design, and security of our technology solutions. Our headquarters office is located in Redding, California and we have technicians located throughout the State. Our normal business hours are from 8:00AM to 5:00PM PST, ensuring consistent and reliable support for our clients during these times. 24/7 emergency support is also available. Apex has over 34 years of experience providing managed IT and cybersecurity services to organizations in California, including many public agencies.

Why Apex
• Recognized as a Top Tier U.S. based Industry Leader in Security, Operational Maturity, Transformation and Satisfaction, Apex has been providing enterprise-class services to small and midsized businesses for over 34 years. • We are committed to maintaining a Client-Obsessed company culture. Your success is our mission. • With 500+ years of combined IT experience and 150+ Industry Certifications, we can provide you with the best team to find the appropriate solutions for your organization.
• Our California-based Help Desk has 24/7 availability for emergencies with local experts.

Years in Business
34 5000+
Endpoints Managed Help Desk Support
24/7
Ranked in the “Top 5 MSPs
for Government and
Education” 4-years running
4-years
Years Star Google Review Rating
5 98
Percent: Customer
Retention
100+
Industry Certifications Managed Services Clients
150+
Years of Combined
Industry Experience
500+
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Proposal for City of Livingston
A New Charter Technologies Company
At New Charter Technologies, we are a family of operating companies coming together to share best practices, resources, and capabilities. Through building this at scale, we will create a caliber of business the IT industry has not yet seen.

We are on a path to being the most respected Pure-Play MSP in North America. We propel our clients into the digital world by harnessing the power of emerging technologies to align technology to their strategic and operational initiatives.

The Launch of New Charter Technologies: New Charter Technologies was born in September of 2019. Four founding partners— Apex, PennComp, ActiveCo, and DCG— came together, setting the stage for fast-growth years to follow. The Equity Partnership Model signifies long-term trust, strategy, collaboration, and relationships.

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Highlights of our Experience
• Named one of the Top 5 Managed Service Providers
for Government & Education in 2023
• Named 2023 MSP of the Year by Channel Futures
• Twenty (20) Technical Staff Team Members with
current CJIS(FBI) and CLETS Security Training
• Specializing in fully Managed and Co-Managed IT
Services programs for entities throughout California
• Operates an Advanced Cybersecurity Division with a
dedicated team to ensure our clients have the best
protection in place.
• Awarded #290 in the “Top 500” of all Managed IT
Service Providers in the world.
• Recently founded a Public Sector Strategic Advisory
Council with quarterly meetings to enhance public
sector service.
• 34 Years in Business, Providing Managed IT Services
100+ Managed and Co-Managed Services Clients
• 24/7 Helpdesk Emergency Support
• 5000+ Endpoints Managed
• 4000+ Projects Completed
• 39 Managed Services Full Time Employees
• 20 Security Services Full Time Employees
• 26 Technical Support
• 15 Administrative, Sales, Marketing, and Finance
Apex Technology Management has provided varying levels of IT support for numerous public sector, private businesses and special districts over its 34+ year history. From one-time planning consultations to infrastructure projects, to monthly support plans, we have serviced many public entities.

Some of our current clients include Butte County Association of Governments, the City of Fillmore, City of Martinez, City of Clayton, Town of Tiburon, City of Dixon, City of Rio Vista, City of Benicia, City of Martinez, Suisun City, County of Tehama, City of Red Bluff, City of Lakeport, Shasta Mosquito Vector Control District, Shasta Regional Transportation Agency, Modoc County Transportation Commission, Transportation Authority of Marin, West County Wastewater, Feather River Recreation & Park District, Marin-Sonoma Mosquito Vector Control District, Cordova Recreation & Park District and many others.

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Public Sector Strategic Advisory Council
In evaluating our proposal, the City should consider several key factors that set Apex apart. We have made unprecedented strides in the Managed Service Provider space, particularly with our public sector clients.

Our history of supporting municipal clients spans 34 years and we have recently enhanced our public sector programs with significant developments:
• Our Strategic Advisory Council Chairman, Marc Coopwood, former police chief of Beverly Hills.

Marc’s deep experience in the public sector gives key insights into the challenges faced in the public sector, which we utilize to better serve and educate our clients. • Our strategic partnerships with the FBI and impactful presentations to organizations such as CIRA, MISAC, SCORE, CSMFO, JPA, the Alliant Board, and numerous municipalities throughout California. • The establishment of our Public Sector Strategic Advisory Council, which meets quarterly to refine our services and address emerging challenges for our public sector clients. The members of this council are all former public sector employees. • No other MSP we are aware of has this same level of commitment to the public sector.

Marc Coopwood | Strategic Advisory Council Chairman
Marc has been working with Apex Technology Management since 2021 after serving 27+ years in the Public Sector. His most recent position being the Assistant Chief of Police in Beverly Hills, CA. Through his years of Public Sector experience, Marc brings a unique viewpoint and skillsets which allow us to serve our Municipal Government clients in many ways never seen before in the MSP IT and Cybersecurity space.

Professional Highlights
• Assistant Chief of Police, Beverly Hills (retired)
• Police Captain, City of Sacramento (1994 - 2017)
• President, California Peace Officers’ Association (2017 - 2019) • Master’s degree, Emergency Services Administration (CSULB) • F.B.I. National Academy Graduate (Class #253)
• P.O.S.T. Command College (Class #57)
• Senior Management Institute for Police (Class #63)
George Passidakis | Director of Sales & Marketing
George Passidakis holds an Information Technology degree from California State University, Long Beach and has over 30 years of experience as an Information Technology professional. During his fourteen years at Apex, he has been dedicated to bringing complicated technology down to earth for everyday use, ensuring both new and existing clients get the personal and professional service they deserve. His experience includes founding a custom database applications company, working as an IT consultant and holding a position as Sales IT Manager for Cisco Systems, VMX Inc. and Octel Communications. He also has extensive knowledge of Microsoft technology and other SMB IT products and solutions.

Dana Hollmer | Strategic Advisory Council
Dana Hollmer retired as the Treasurer/Tax Collector after working for Tehama County for 29.5 years. During her time at Tehama County, she was responsible for managing the investment portfolio for the county, schools and special districts and also served as the IT Liaison between the county and their managed service provider. Ms. Hollmer was responsible for collaborating with the service provider and the elected board of supervisors, proposing infrastructure upgrades and coordinating with all general fund departments to allocate resources for both upgrades and ongoing maintenance.

Prior to coming to Tehama County Ms. Hollmer was the Vice President/Controller of a regional savings and loan overseeing the accounting department and serving as the technology coordinator for all branches.

Ms. Hollmer has been active in the community serving as the Treasurer for Kiwanis, Treasurer for the local United Way chapter, she served on the site council for the Department of Education and was a member of the FEMA board.

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Jay Varney | Strategic Advisory Council
Jay Varney has more than 42 years of leadership experience in law enforcement and public administration. He began his career with the Dallas Police Department and the Lansing, Michigan Police Department, later serving as Police Chief and City Administrator for the City of Chowchilla, California. In 2014, he was elected Sheriff of Madera County and, in 2020, appointed County Administrative Officer, where he oversaw 25 county departments and managed a budget exceeding $500 million. During his tenure, he guided the county through the COVID-19 pandemic, supported the reopening of Madera Community Hospital, advanced major infrastructure projects, and helped drive measurable growth in revenue, housing, and business development. Mr. Varney retired in 2025 following a distinguished career dedicated to public service and community advancement.

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Section 2:

References 2
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a. Provide contact information (and the number of years your organization has provided managed IT and help desk services) for:

Reference No. 1
City of Martinez
525 Henrietta St
Martinez, CA 94553
Service Began: December 2022
Contact: Nick Villasenor, IT Manager 925.372.3535 [email protected] Description of project work done: The City of Martinez is on a Total Support Gold Plan, and a Tungsten Complete Managed Security Plan. The City of Martinez has benefited from our comprehensive range of services, including a Technology & Cybersecurity Assessment, Information Technology Plan Development, ongoing IT support/MSP Services, and Managed Security Services. These projects have significantly enhanced their technology infrastructure and cybersecurity measures, ensuring a safe and secure environment that supports their scalable services.

Reference No. 2
City of Benicia
250 East L Street
Benicia, CA 94510
Service Began: 2024
Contact: Jeff Tschudi, Finance Director 707.746.4200 [email protected] Description of project work done: The City of Benicia is on a Total Support Gold Plan. Apex Technology Management performed a full Technology Assessment on the City. After completing the Technology Assessment, the City decided they wanted to bring us on as their IT provider.

Reference No. 3
City of Fillmore
250 Central Avenue
Fillmore, CA 93015
Service Began: September 2022
Contact: Erika Herrera-Terriquez,
City Manager 805.946.1712 [email protected]
Description of project work done: The City of Fillmore is on a Total Support Gold Agreement. Since onboarding in 2022, Apex has stabilized the network and now provides the city with 24x7 help desk support. In the first year, Apex has completed numerous projects. A SCADA Server Hardware refresh, and a Microsoft 365 upgrade, implementing advanced security services. Apex is currently in the middle of a third project to restructure the entire city network, building efficiency, centralization and increasing the cities security posture. The project includes centralized, consolidated hardware (server, switches, firewall) at City Hall, SharePoint deployment and major network improvements.

Additional references can be provided if requested.

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b. Provide contact information for two vendor references with an annual obligation of $48,000 or higher. c. Provide a list of your company’s technology partners: Apex Technology Management holds authorized service provider status with many industry-leading technology vendors such as: Microsoft (Gold Partner), Cisco Premier Integrator Partner (including Meraki), VMware, Dell/EMC, Veeam, Hewlett-Packard, SonicWall, SentinelOne, and many others.

D&H Distributing (439K)
Ryan Hagen
[email protected]
1-800-877-1200 ext 5181
Pax8 Inc. (163K)
Joseph Giebel
[email protected]
Maria Mounsey
[email protected]
1-720-239-1193
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What Our Clients Say
We are committed to maintaining a Client-Obsessed company culture. Your success is our mission. For additional insight, you can hear what a few of our clients’ have to say in these video testimonials at www.apex.com/videofeedback.

Or search for us on Google and read the reviews from client staff members. With over 45 reviews, it is easy to see how our clients feel about our customer-service-obsessed company culture! Apex Technology Management Page 16 of 60
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Section 3:

Staffing 3
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a. Provide an organizational chart of your company that reflects reporting relationships.

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b. Describe all staff that will support the City, including executive, project, help desk support, system administrators, engineers and account staff
Apex is headquartered in Redding, with employees spread throughout California. With over 34 years in business, Apex manages more than 5000 endpoints and provides 24/7 help desk support through a team of 39 dedicated staff members.

The City would have many staff available for day-to-day support as well as specialized projects and escalations if necessary.

The day-to-day support would be led by the individuals identified with resumes below. Help desk tickets would be typically handled by the staff shown on the above organization chart under “Arthur MacArthur – Client Solutions Supervisor”. Our Professional Services team is led by Sampson Abramenko and any service escalations can be routed through your VCIO, identified below, or April Hodges – Director of Operations or Matthew Fristoe, President. c. Describe your annual staff retention rate during the past three years. Our organization maintains strong staff retention across our programs. During the past three completed years, our annual staff retention rates were as follows:

Year Apex New Charter Technologies
2023 84.31% 98.59%
2024 86.75% 84.16%
2025 87.50% 89.67%
These rates reflect our continued focus on employee engagement, workforce stability, and retention of experienced staff.

For 2026 year-to-date, retention has further improved to 97.37% for Apex and 95.36% for New Charter. d. Provide the resume of any staff expected to work at the City office (e.g., the system administrator and/or network engineers).

There are several key roles within Apex that serve our clients. Our technicians hold over 150+ IT industry certifications, including 47+ Microsoft Certifications, 14+ CISCO Certifications, 6+ Citrix Certifications, 7+ VMware Certifications, 6+ CompTIA Certifications, as well as certifications in DELL, SonicWALL, Nimble Storage, Veeam, NUANCE/Dragon, 3Com, CJIS / CLETS, CWNT, CISSP, CWSP, CWDP, CWAP, CWNE, CWNT, Office 365, Payment Card Industry (PCI), CISSP - Certified Information Systems Security Professional, and CMMC-AB RPO.

IMPORTANT NOTE: If selected, during onboarding, we will determine the specific details of your environment and create a project team with the best qualified staff members from our team of 39 employees. Our goal is to assign staff based on specific technology vendors in use at each client. The proposed staff is outlined below:

Brent Nosek | Senior Engineer III, Government Team Lead Brent has worked in the information technology field for over 15 years and has been with Apex for eight of those years. With a Bachelor of Science in Computer Network Management, and a wide range of IT Certifications, he is an expert in IT and client management.

Professional Certifications Include
• Microsoft Certified Solutions Expert: O365, Win Server 2012, Messaging, Productivity, Business Productivity (Server 2012 & Exchange 2016)
• Microsoft Specialist – Designing and Deploying Microsoft Exchange Server 2016 • CCNA – Cisco Certified Network Administration
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• SonicWALL – Sales Engineer Accreditation
• MCSA – Microsoft Certified Systems Administrator
• MCP – Microsoft Certified Professional
• MCTS – Microsoft Certified Tech Specialist: windows 8 • CJIS/CLETS certified
• VMware, Hyper-V, VEEAM, Axcient, RDS
• SonicWALL SMA
• Exchange 2007/2010/2013/2016/ O365
David Kamins | Virtual Chief Information Officer (vCIO) David joined Apex Technology Management in 2021. He has brought over 20+ years of experience in business management. David’s primary focus has been on assisting clients with their Digital Transformations and day-to-day IT Management.

Professional Highlights
• 8 years in the Tech Industry for MSP
• Managed the IT for over 50 different organizations
• 20 Government Agency Clients Supported
• Current President Golden Valley Health Centers Foundation • Current Board Member United Cerebral Palsy of San Joaquin • Past President Kiwanis Club of Greater Merced
Arthur MacArthur | Dispatcher & Client Solutions Supervisor Arthur joined Apex Technology Management in 2008. After many years working as a Technician on the Managed Services Team, Arthur has become the Helpdesk Supervisor. His primary role involves acting as the point person for incoming tickets, ensuring that technicians are set up for productivity and success.

Arthur is responsible for assigning hundreds of cases and onsite tasks each week, utilizing a diverse array of programs to facilitate efficient workflow and communication among teams. He coordinates crossdepartmental meetings and ensures timely follow-ups, optimizing scheduling efficiency and improving case resolution times. Arthur maintains clear communication channels between departments and clients to enhance service delivery.

Professional Highlights:
• Over 17 years with Apex Technology Management
• Coordinates cross-departmental meetings and ensures timely follow-ups Josh Brown | Project Coordinator
Josh joined Apex bringing over 10 years of experience in hospitality and retail, working with leading hotel and restaurant brands across the UK. Managing hotels and restaurants in fast-paced environments, he developed strong decision-making skills and a deep understanding of client needs, deadlines, and collaborative teamwork to achieve shared objectives. He has also supported large-scale transformation initiatives, including coordinating multi-million-dollar rollouts of a new property management system and implementing self-check-in kiosks to drive operational efficiency, bringing with him expertise in product and relationship management.

Professional Highlights:
• BA Degree in International Relations.
• 10 years' leadership experience in hospitality and retail projects. • Coordinating large-scale teams to reach common objective goals, that are both timely and effective. • Developing succinct and clear messaging for staff members to thrive throughout the change curve in Apex Technology Management Page 20 of 60
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• fast-paced work environments.

Sampson Abramenko | Senior Architect
Sampson has worked in the information technology field for over 20 years and has been with Apex for over 14 of those years. With years of experience in the IT field, and a wide range of IT Certifications, he is an expert in network and systems design and engineering.

Professional Highlights
• 20+ years as an IT administrator
• 8 years as professional services technician
• 4 years as systems engineer – network and systems design • CCNA – Cisco Certified Network Associate
• MCTS – Windows 7 Configuration
• Citrix CCA XENApp 6.5
• CJIS / CLETS
• VMware VCP
e. Describe your job requirements for help desk staff.

We have three levels of Help Desk technicians. Level 1 staff have 2-3 years of experience and a working knowledge of our main vendor technologies. As they grow into Level 2 and Level 3, they gain expertise in Windows desktop and Server operating systems, networking, Cybersecurity and advanced troubleshooting techniques. All staff must be a culture fit with our core values: Integrity, Teamwork, Transformation, Excellence, Customer Obsession, Humility and Security.

Our Help Desk staff are required to provide responsive, customer-focused technical support while maintaining strong documentation, ticket ownership, and adherence to escalation procedures.

1. Service Desk Performance Standards
Help Desk staff are expected to meet established productivity and service standards, including closing approximately 10 clientfacing tickets per day and actively participating in the phone queue throughout the workday.

2. Ticket Management and Documentation
Staff must document time live in the ticketing system and ensure all time entries are current by the end of each day. They are also required to clearly and accurately document troubleshooting steps, work performed, resolution details, and any escalation notes within each ticket.

3. Customer Service Expectations
Help Desk staff must demonstrate strong customer service skills in every client interaction. This includes active listening, clear communication, professionalism, patience, and a commitment to improving the customer experience through timely and effective support.

4. Troubleshooting and Escalation Requirements
Staff are required to follow established troubleshooting best practices and escalation policies to ensure timely ticket resolution.

When issues cannot be resolved at the Help Desk level, technicians must escalate to Senior technicians appropriately with complete documentation and relevant technical details.

5. Technical Knowledge and Experience
Help Desk staff are expected to have foundational knowledge of common business technology environments, including Windows 10, Windows Server, Active Directory, Group Policy, Microsoft Office, Microsoft 365, wireless networking, TCP/IP, routers, firewalls, switches, and general workstation/server support. Familiarity with tools such as ConnectWise, Auvik, Slack, and Microsoft Office products is preferred.

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The complete Helpdesk Technician Job Description, including primary responsibilities, preferred skills and experience, preferred attributes, and physical requirements, is provided below for reference.

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f. Describe your staff development and training programs. All Apex staff receive a combination of in-person and online training appropriate to their position. Technical staff supporting our clients receive customer service training, HIPAA training, and technical training.

The technical training includes obtaining industry certifications outlined on page 23 of the proposal. Staff are encouraged to take the latest training on current and emerging technologies. This includes Cybersecurity and Artificial Intelligence.

Each year, during our evaluation process, a specific training plan is developed for each team member. At regular monthly manager meetings, progress against this training plan is reviewed.

Service Technicians working with our Government clients also go through CJIS/CLETs training and certification to enable them to work on sensitive Police Department systems.

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Our technicians hold over 150+ IT industry certifications, including a variety of key specializations:

Microsoft Certs held by Apex Engineers
5 MCP (Microsoft Certified Professionals)
5 MCSA (Microsoft Certified Systems Administrator)
3 MCSA (Microsoft Certified Solutions Associate), 3 MCSE (Microsoft Certified Systems Engineer)
5 MCSE (Microsoft Certified Solutions Expert)
3 MCITP (Microsoft Certified IT Professional)
1 MCDST (Microsoft Certified Desktop Support Tech.)
2 MCT (Microsoft Certified Technician)
18 MCTS (Microsoft Certified Technology Specialist)
2 AZ-900 (Azure Fundamentals), 3 MS-900: 365 Fundamentals, 1 AZ-305: Azure Solutions Architect Expert, 1 AZ-104 Azure Administrator Associate, 1 AZ-140: Azure Virtual Desktop Specialty, 1 AZ-800: Administering Windows Server Hybrid Core CISCO Certs held by Apex Engineers
6 CCNA (Cisco Certified Network Associate)
3 CCNP (Cisco Certified Network Professional)
1 CCENT (Cisco Certified Entry Network Technician)
1 CCDP (Cisco Certified Design Professional)
1 CCDA (Cisco Certified Design Associate)
1 CTSS (Cisco Technical Sales Specialist)
1 CMNA (Cisco Meraki Network Associate)
Citrix Certs held by Apex Engineers
1 CCE-V (Citrix Certified Engineer – Virtualization)
1 CCEE (Citrix Certified Enterprise Engineer)
4 CCA (Citrix Certified Administrator-XenApp 6.5)
VMware Certs held by Apex Engineers
2 VCP (VMware Certified Professional) 6.5
1 VCT (VMware Certified Technician)
1 VTPA (Virtualization Tech Post-Sales Accreditation)
1 VMware vSphere Systems Design
2 VSP (VMware Sales Professional)
COMPTIA Certs held by Apex Engineers
5 COMPTIA A+, 6 COMPTIA Network+, 4 COMPTIA Security+, 1 CompTIA Project+, 1 CompTIA PenTest+, 1 CompTIA CySA+, 1 CompTIA Advanced Security Practitioner (CASP+), Linux +, CompTIA Server+
OTHER Certifications and/or Training …
DELL, SonicWALL, Nimble Storage, Veeam, NUANCE/Dragon, 3Com, CJIS / CLETS, CWNT, CISSP, CWSP, CWDP, CWAP, CWNE, CWNT, Office 365, Payment Card Industry (PCI) CISSP - Certified Information Systems Security Professional CMMC-AB RPO, LPI Linux Essentials, AWS SysOps Administrator – Associate, AWS SysOps Administrator - Associate
Certifications
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Security Team Certifications
Our team includes experienced security experts that maintain numerous industry-leading certifications including:
• Security+
• CompTIA A+
• Security Essentials (GSEC)
• Certified Incident Handler (GCIH)
• Certified Penetration Tester (GPEN)
• Blue Teams Level 1 (BTL1)
• Web Application Penetration Tester (eWPT)
• CMMC-AB Registered Practitioner
• GIAC Certified Forensic Examiner (GCFE)
• Cisco Meraki Network Associate (CMNA)
• Certified Ethical Hacker (CEH)
• Information Technology Infrastructure Library (ITIL)
• Offensive Security Certified Professional (OSCP)
• Computer Hacking Forensic Investigator (CHFI)
• Web Application Penetration Tester (eWPT)
• Certified Threat Hunting Professional (eCTHPv2)
• Certified Professional Penetration Tester (eCPPT)
• Certified Ethical Hacker (CEH)
• CCNA Security and R&S
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Section 4:

Security 4
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a. Does your company hold any security certifications? If so, list current certifications and the year each were originally obtained. Apex is a Certified Microsoft Gold partner and has experience and training in their advanced security capabilities. Apex is one of only a few CMMC (Cyber Security Maturity Model Certification) Registered Provider Organizations within the Managed Services industry (primarily needed to support organizations involved in Department of Defense contracts. In 2019, Apex created an advanced Cybersecurity division called “Digital Umbrella”. That side of the business grew rapidly and was spun off into a separate sister company called “Cyber74”. They are dedicated to providing offensive and defensive Cybersecurity solutions such as Managed Security Services, Internal and External Penetration Testing and Security Risk Assessments.
b. List any security certificates held by staff who may work on our account. Details regarding security certificates held by staff who may support the City are outlined in Section 3, which includes a comprehensive list of industry and securityrelated certifications held by our technical team as well as the security specific staff at our sister company Cyber74. c. Describe background checks performed for all staff. All staff have comprehensive background checks performed during the onboarding process. Below is the breakdown of what is generally covered.

County Criminal Record Search (7 Year)
Federal Criminal Record Search (7 Year)
Statewide Criminal Record Search (7 Year)
National Criminal Record Search
National Sex Offender Record Search
SSN Trace - Past Address and AKA Search
Motor Vehicle Record Search
5 Panel Drug Screen - THC (Drugs Covered: AMP, BAR, COC, OPI, PCP) Professional License Verification
Additionally, all Help Desk staff are CJIS/CLETS trained and certified to work on sensitive Police Department systems.

As part of that process, they are regularly “Live Scanned”. This is a system of inkless digital fingerprinting. For purposes of the California Justice Information Services (CJIS) Division and the Department of Justice (DOJ), it is used to electronically capture an applicant's fingerprints and automatically transmit them to the state (DOJ) and federal (FBI) databases for a background check.
d. Include your company’s security policies with regard to client access. Due to confidentiality and listed security techniques, the specific policy is not provided here. It includes industry best-in-class provisions and outlines safe and secure access methods. All staff utilize multi-factor and other authentication technology to ensure the security of our internal and client systems. If selected as a finalist, we can arrange for a review of the policy. e. Describe your strategy for securing your clients data. All staff utilize multi-factor and other authentication technology to ensure the security of our internal and client systems. Access to password information is controlled through encrypted services that includes monitoring and regular auditing. Apex is regularly penetration tested by a 3rd party organization to ensure threat actors are not able to gain access to any Apex or client systems. ii. How does your company stay informed regarding security alerts and/or events? Apex Technology Management Page 27 of 60
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Apex utilizes best-in-class monitoring and alerting technology for 24/7 proactive detection and early response.

Our dedicated security staff are constantly learning how to protect our clients from latest security vulnerabilities leveraging alerts from CISA – The Federal Cybersecurity and Infrastructure Security Agency and other real-time sources.

Direct source: Apex users feeds from each vendor that our clients use or we partner with, which is consolidated in real time to a Slack channel. This Vendor-Advisory channel is monitored and prioritized for the team to address.

Industry sources: Apex uses multiple reputable technology news hubs to monitor for security and general technology news including breaches, threat trends, patch misconfigurations, etc.

Finally, as Apex is a New Charter Company, New Charter maintains awareness of events at a high level. We have been forewarned about issues prior to the news hitting the general public thanks to the New Charter team. iii. How does your company notify and manage security events for your clients? Cyber74 is a sister company of Apex Technology Management and performs ongoing assessments of compliance with Apex’s Written Information Security Program (WISP) and Cybersecurity Standard Operating Procedures (CSOP) based on NIST SP 800-53. Within the WISP and CSOP we have established an Incident Response Plan to manage the process of an actionable Cybersecurity incident handling capability that includes adequate preparation, detection, analysis, containment, recovery and reporting activities. The incident response process involves immediately notifying the client of the situation in a shared effort to mitigate and isolate the risk exposure. Depending on the scope and severity of the security event, we request continuous open communication with the client as we begin procedures to detect, report, respond with the Security team, limit damages, gather evidence, fix the damages, and proceed to analyze to further strengthen controls to mitigate future risks from the same or similar events.

We have immediate direct notifications via a shared Teams chat and individual phone communications for key persons the moment a security incident is detected or reported. Shortly after, details are gathered, and a NIST aligned incident report template is produced and disseminated.

On the tracking side, all of our incidents are tracked via ConnectWise PSA and are fully viewable by clients with portal access.
iv. How does your company manage mobile device security? Apex recommends Mobile Device Management solutions to our clients that store or access sensitive information from mobile devices. Data encryption is also implemented on these systems as well as maintaining an accurate inventory of these devices.

Internally we issue phones with MDM installed that separates corporate and personal functions on the phone, in addition to enforcing security updates and standards on the device.

For clients we can set up the same or align them with a different MDM depending on their needs and how many devices they manage.
v. How does your company ensure best security practices are being followed? Apex conducts regular Security Awareness training for all staff. Compliance is monitored and managed by senior staff and our CISO.

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Security policies and procedures are in place and monitored. System logging is also enabled to verify proper access to internal systems. Our Cyber74 Cybersecurity team is separate from the Managed Services team and conducts internal audits and penetration testing on a quarterly basis.

We consistently have an internal standards meeting for our processes and procedures in order to keep up with threats, trends, and industry best practices. We are also in compliance with New Charter, who sets security standards for things like data sharing, AI use, Tenant security, and other topics. We are audited for compliance and have Security Risk Assessments performed regularly.

In addition, we have best practice and continuous vulnerability scanners running on our network and machines to discover issues and get them remediated.

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Section 5:

Services 5
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a. What desktop support do you provide to clients (hardware and software)? Apex provides support for most common desktop applications in use at our municipal government clients. From day-to-day office applications such as Outlook, Word, Teams and Excel. We also support line-of-business software as well and frequently used tools like time clock, HR, or other software. We also support scanners, printers and other peripherals. b. Describe the support you provide for network hardware and operating systems. All major brands of network hardware are supported but we have expertise in the leading vendors in the market such as Cisco, SonicWall and HP.

Apex supports Windows Server and Workstation operating systems. Windows Server 2012, 2016 and 2019, 2022 and 2025. Windows 10, 11 and earlier etc. Our team holds many Microsoft Certifications as listed in Section 2 of this document. Our service includes regular patching of these operating systems and network hardware. c. Describe support you provide to end-users having problems with remote access to our systems. The Apex help desk provides trouble shooting for end users needing access to City systems. We will evaluate and, if necessary, propose secure remote access that can be used securely from home computers or even public wi-fi hotspots. d. Describe your work order/ticket system. All work is entered into the ConnectWise ticketing system and client surveys are sent out on all closed tickets. Designated client contacts can be provided with access to review all tickets. Endusers can create tickets by the following methods: email, telephone, web form, Microsoft Teams add-in or a desktop icon we deploy during onboarding.
e. Describe your system to escalate chronic or advanced problems. Chronic or advanced problems are escalated to the Client Lead and the issue is escalated to the Root Cause Board within our ticketing system to be investigated and resolved by our Level 3 Senior Systems Engineers. The intention is to isolate the issue and ensure we resolve the issue with a long term and systemic resolution to ensure safety, security, and stability of the environment. f. Describe the hours of operation for the help desk staff and the guarantee call response time. The Help Desk has 24/7/365 availability for emergencies. It is fully staffed from 8:00am-5:00pm, Monday-Friday, excluding holidays.

Outside of these hours, your calls, emails, and alerts are answered by a LIVE person, and on-call technicians will respond according to issue urgency/priority. Apex serves a wide range of clients that require robust 24/7 support such as Municipal Governments, Special Districts, Police and Fire, Non-Profits, and Healthcare. Our Response times are outlined on page 38.
g. Provide help desk statistics such as average time to respond to calls, average length of time for successful resolution of issues, the nature of the support calls, etc. Statistics for the trailing 12-months are shown below:

Average time for a technician to live answer an incoming support call: 32 seconds (includes an 11 second intro message) First Call Resolution Percentage: 63%
Average Length of Time to Resolution for Emergency Tickets: 41 Minutes Ticket Sources: Phone: 27% Email: 29% Helpdesk App+Teams: 20% On-site: 9% Answering Service: 5% Other: 10% h. Describe availability of other key staff during normal business hours, including systems administrators and engineers with areas of expertise such as Terminal Server. When calls are made into the Help Desk, technicians will respond and escalate according to the issue presented. Any issues requiring specific expertise will be escalated to the best fit technician to solve the problem quickly and efficiently. There are always three levels of technicians available, and most of our technical staff have experience supporting terminal server environments.

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i. Describe after-hours support. What is the guaranteed response time? How is your after-hours response time structured (e.g., time of day, severity)? What is the average response time? After hours support has a guaranteed response time of 60 minutes for emergencies, however our actual results average a response time of less than 30 minutes. The on-call technicians are available at all times facilitated through our answering service. After hours support response is structured based on severity and priority as determined by the client’s responses to whether the issues is 1) critical or severe emergency, 2) is causing a work stoppage and 3) whether the client would prefer to defer until the next business day or needs immediate attention. See page 38 for our Service Level Agreement. j. Are there any penalties for your company if the guaranteed response times are not met? Our agreement includes the following clause: “Services Warranty - Apex warrants that Services will be performed in a manner consistent with customary practice in the industry. Should a failure to comply with this warranty appear within thirty (30) days after the date of completion of such Services, Apex shall, if promptly notified in writing, at its option, either provide the Services anew or refund to Client the price charged for such non-conforming Services.” k. Describe the on-site support representative responsibilities and recommended schedule (hours per week/month). The Fees section of this proposal includes a four (4) hour on-site visit per week. Additional on-site time, as needed, is available and billed at the discounted rates shown in the Fee section. After onboarding and a full understanding of the City environment and needs, we can reassess this on-site time and adjust as needed. While on-site, the technician will be responsible for physical hardware and system functionality, checking in with clients and POCs, working on client-facing issues.
l. Describe specific help desk staff skill sets to support advanced issues with programs such as Terminal Server, Exchange, VMWare and applications support (e.g., operating system issues or MS Office issues). Skill sets include - Advanced troubleshooting, proper knowledge of internal tools that provide necessary information for fast turn arounds, a proper documentation hub to facilitate complicated environments. Our technicians have advanced skills and experience with Terminal Server, Exchange/Microsoft 365 and VMware. Available escalation routes to senior technicians are available to help if needed. Please see page 23 of this document for specific certifications held by our staff. Terminal Server is included in the Microsoft certifications. m. Describe any training your organization provides to your clients, including network applications and/or desktop applications. (Or are you affiliated with an organization that provides training to clients?) Depending on the need, Apex can provide training on basic network access and desktop applications. Specific applications like ERP/Financials can be facilitated through a client’s vendor. We also provide clients on-line training content and can work with a vendor to provide additional on-site or on-line training as needed. We include an on-line training learning management system for your use. It provides self-paced training on the Microsoft applications such as Teams, Word, Outlook, SharePoint and collaboration. It also includes other common applications like web browsers, Adobe Acrobat etc.
n. Describe any systems-backup support you offer. Backup and Disaster Recovery (BDR) is a core component of best-inclass IT operations. Apex requires clients to have a suitable backup system that can ensure data integrity, restorability, & security. During onboarding, we will evaluate what is currently in place and make recommendations as needed. Apex utilizes a “ransomware aware” hybrid approach with both on-site data backups and cloud backups.

Data is encrypted in all locations and in-transit.
o. Describe any disaster recovery support provided. The support plan we are proposing would include remote response and also an on-site presence would be provided to assist in recovery if needed. Our team would leverage the backup system and our capability to quickly restore operations.

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p. Describe how major software upgrades will be applied. Are there extra fees for upgrades? If so, please describe. The costs associated with rolling out major software upgrades will depend on the scenario. Included in the Total Support Gold plan are Network Application Updates/Upgrades (Antivirus, Antispam, Antispyware, Etc.) as well as two hours per month of Application Updates. New software / major software overhauls and upgrades will require a project to be created and will be billed based on time spent. With a Total Support Gold agreement, that time is billed at a discounted rate as outlined in the Fee Section of this proposal. q. Describe patch management – how software updates and patches are performed both on servers and desktops. Who is responsible doing updates? How often are they done? If using automated tools, what program is being used to rollout the updates and what programs are being updated? Patches are handled on a weekly basis on a predetermined time frame for the least impact on the client. Updates are managed by the Technical Leadership team and vetted through several tiers before installing to ensure bad updates do not go through to avoid operational disruptions. Using ConnectWise RMM, we have automation scripted tools that perform the updates on all Microsoft and system recommended updates. Once the patching is done on a workstation, laptop or server, the device is rebooted to complete the process. This prevents downtime for the user when they first login after the patching is completed.
r. How are network down-times for maintenance scheduled and communicated? The clients Lead technician coordinates with the main point of contact at the City to determine the preferred time for a network down situation.

The intent is to be the least disruptive to the operations of the organization. Upon determining the preferred date and time we determine which is the best means to cascade the message out to the organization, based on the client’s discretion.

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Project Approach
Apex understands the services required by the City and is confident that our services will go above and beyond what is being requested. Apex services over 100 clients and understands the service level requirements of the City of Livingston. We will give the City the same level of service we are known for in the industry.

Total Support Gold Managed Plan
Based on the information shared with us, we have determined our Total Support Gold Managed Plan will best serve the City of Livingston. Our Award-Winning, comprehensive, Managed Services consists of five (5) key elements that all work together to provide the premium service requested.

1. Virtual Chief Information Officer (vCIO)

2. Remote IT Monitoring & Management (RMM)

3. Remote Help Desk Support

4. On-Site Support

5. Apex Security Essentials
Apex’s Total Support Gold plan provides unparalleled service via these 5 key elements:

1. Virtual Chief Information Officer (vCIO)
Your vCIO is a strategic-level IT Director, dedicated to your organization’s successful use of technology in accomplishing your goals.

2. Remote IT Monitoring & Management (RMM)
Enterprise-level IT support tools allowing us to provide 24/7 proactive monitoring, alerting, and patching of your network.

3. Remote Help Desk Support
Unlimited (in-scope) Remote Help Desk support hours are included in your monthly plan. Apex operates a California-based, full-time, fully staffed Help Desk with Level I, Level II, and Level III technicians.

4. On-Site Support
We are including one four (4) hour on-site visit per week. Additional on-site time, as needed, is available and billed at the discounted rates shown in the Fee section. After onboarding and a full understanding is gained of the City environment and needs, we can reassess this on-site time and adjust as needed. They are also available at any time via phone, email, Zoom or Teams. Additional on-site support as needed is available and billed at the discounted hourly rates listed in the Cost Proposal section.

5. Apex Security Essentials
Apex Security Essentials provides crucial layers of protection against cyber threats and protects organizations with the tools they need to monitor and manage devices on a network. Endpoint security delivers a critical layer of protection against cyber threats such as malware, viruses, and unauthorized access.

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Virtual Chief Information Officer (vCIO)
The Virtual Chief Information Officer is one of the greatest benefits of being a Total Support Client with Apex. The vCIO is a strategic-level IT Director, dedicated to your organization’s successful use of technology in accomplishing your goals. • Strategic IT Planning and Budgeting assistance (5-Year) • Needs Analysis and Solution Evaluation and Recommendations • Regular meetings with Management team & Monthly Executive Reports • Project Planning and Management assistance (together with our full-time Project Manager) • Relationship Management, Service escalations & personalized care • IT Policies, Procedures, Standards Development, Procurement and Purchasing • IT Resource Management (licensing, inventories, warranties, etc.) • Coordination and Management of third-party technology vendors Remote IT Monitoring & Management (RMM)
As highlighted previously, a key aspect of Apex’s service is proactive monitoring, alerting, and patching of the client’s network. Apex installs a small software agent on the client’s supported devices, which monitors over 75 different metrics around the clock. Most IT issues will be automatically detected early by this enterprise-class IT Remote Monitoring & Management (RMM) software. When a monitoring alert is triggered, it automatically generates a Help Desk service ticket in our fully integrated CRM, Ticketing, and IT management software, ConnectWise. The Help Desk then fulfills their role in addressing IT issues (described on the next page). We also manage and apply all Microsoft Operating System patches.

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Remote Help Desk Support • For your direct staff support, Apex Technology Management operates a California-based, full-time, fully staffed Help Desk. Unlimited remote support hours are included in our agreement. • The Remote Help Desk performs the vast majority of Apex’s day-to-day IT support including coordination of support for any City specific line-of-business applications.
• The Help Desk has 24/7/365 availability for emergencies. It is fully staffed from 8:00am-5:00pm, Monday-Friday, excluding holidays. Outside of these hours, your calls, emails, and alerts are answered by a LIVE person, and on-call technicians will respond according to issue urgency/priority. Apex serves a wide range of clients that require robust 24/7 support such as Municipal Governments, Special Districts, Police and Fire, Non-Profits, and Healthcare. • Service tickets can be created by phone, email, Microsoft Teams, or the Client Web Portal. A Toll-Free Number is Available: 1-800-310-2739
• The technicians log in to the caller’s system remotely and address their IT issues. Escalation is available to Level II and Level III technicians and/or on-site technicians as needed. • Tickets are also automatically created by our monitoring software. Monitoring software-generated tickets are immediately prioritized by our full-time Help Desk scheduling coordinator and assigned to a technician for resolution.
• Using Remote Monitoring and Management software, our Help Desk technicians manage all Microsoft operating system updates and security patches and automate recurring maintenance tasks. • All Apex technicians fully document all service notes into our ticketing software, ConnectWise. Service tickets are visible in the Client Web Portal and are available for reports or future reference. • The Help Desk maintains full documentation of the client’s network and equipment configurations, inventory, licensing, etc. in our secure knowledge base—easily accessible when needed.

Using industry-best IT management tools, our technicians can address over 95% of IT issues remotely. For the other 5% of the time, there’s On-Site Support.

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On-Site Support
With Apex’s enterprise-class remote Help Desk support in place, the vast majority of the Client’s IT needs will be addressed remotely (typically over 95%). However, there are those periodic issues that do require a technician’s physical, on-site presence. If a particular IT job requires on-site technician service—Apex, has you covered! Our team will work with City staff to determine if they are able to address the on-site issue. If Apex is needed on-site, a technician can be dispatched to take care of the issue.

We are including one four (4) hour on-site visit per week. Additional on-site time, as needed, is available and billed at the discounted rates shown in the Fee section. After onboarding and a full understanding is gained of the City environment and needs, we can reassess this on-site time and adjust as needed.

Project Services
Our Total Support plans include the ongoing maintenance and support of your existing IT infrastructure, hardware, software, etc. Any work outside of that (e.g., installation of new/additional/replacement servers, workstations, network equipment, software solutions, etc.) would be considered “projects.” Projects will be quoted, submitted, approved, and billed separately from the proposed monthly support agreement.

As part of our initial “onboarding” process, Apex technicians will also conduct our own Initial IT assessment of the Client’s network. This assessment may provide additional insights to be considered for implementation. Recognizing that budget constraints are normal for public agencies and special districts, the vCIO will recommend project solutions that meet your budget constraints, while still maintaining a safe, secure, and stable network that is guided by IT industry best practices.

Customer Satisfaction Surveys
Besides communicating with your vCIO, on-site technician, Help Desk, and other Apex staff, you have some special ways of communicating with Apex about how well we are meeting your needs:

Ticket Surveys: Upon completion of every Apex service ticket, a customer service survey email is emailed to the user who initiated the ticket. These quick surveys provide an excellent opportunity for Apex to be held accountable for our service levels by those who matter most—the clients themselves! While the industry average is to receive roughly 3-4% of these surveys back, Apex receives an unprecedented 13% of our surveys back, with an overall client satisfaction score of 99.5%! Remediation, Stabilization & Transformation
Apex becomes intimately familiar with the Client’s organizational culture, mission, values, policies and procedures and we integrate. Our goal is to move away from a “vendor” relationship and become the Client’s own IT department. Remediation projects are completed to eliminate any recurring issues and replace aging/at-risk infrastructure. The IT environment is stabilized, secured, and standardized. Opportunities to transform the Client’s organization are sought. A longer-term Strategic IT Plan is created that will turn IT into a tool that advances the organization’s mission and vision moving into the future.

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Support Tracking
Approved City IT staff will have full access to view all tickets submitted by the organization, their status, and can escalate tickets if desired. This is done through a web portal to our ticketing tool ConnectWise. Reports are available as needed.

As addressed in the section “Customer Satisfaction Surveys,” after each ticket is completed, a survey is sent to the City Staff Member who submitted the ticket rating the professionalism, friendliness, and satisfaction of the experience.

Microsoft/Office 365 Administration
Apex Technology Management is a Microsoft Gold Partner. The majority of Apex Clients use Microsoft 365 or Office 365, and Apex has extensive experience with its' management. Including but not limited to:
• Account & User Management
• Storage Solutions
• Two Factor Authentication
• Security Protocols
• Deployment of Office 365
• Updates and Upgrades
• Migrations
Network Administration
Apex is fully capable of supporting the City network including on-premise and cloud servers. We have expertise in all aspects of network management, with most of our staff having extensive network certifications. For more information, please see page 23 of this proposal.

Reports
Apex will have reports, statistics, and ticketing portals available to the City at all times. Through our ticketing and monitoring systems, City management will have the ability to access an online portal where they can view all open and historical tickets created by the City, as well as the ability to escalate issues if necessary. Your assigned vCIO is available at all times during normal business hours and will work closely with City staff to ensure they are being serviced properly and to provide management with reports, budgets, and IT updates when requested.

Your vCIO is available to attend management level meetings to review the reports and be available for any questions and discussions surrounding the City environment. We strive to go above and beyond just an IT vendor for the City of Livingston, we are here as a part of the team.

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Apex Total Support Gold Response Time - SLA
Severity
Severity is based on the critical nature of a system, equipment or application. An issue with a server that runs the primary application for the entire organization and affects 60 people would be a High Severity issue.

An issue with a workgroup printer that affects 10-15 people would be a Medium Severity issue.

Impact is the level to which the problem/issue is preventing use of the system, equipment or application. For example, a server that is completely down would be a High Impact issue, whereas a server that is running very slowly would be a Medium Impact issue and a server that needs a noncritical update installed would be a Low Impact issue.

A High Severity/High Impact issue would be a critical server affecting the entire network being down. If the same server is running very slowly but is usable it would be a High Severity/Medium Impact issue.

Impact
Response Times
Response Times are calculated from the time a ticket is created in Apex's ticketing system - this is done at the time of call or email receipt. Response times in this grid are during business hours.

Only High Severity/High Impact issues will be addressed outside of business hours as part of this agreement, after hours response time is 4-hour maximum response for High Severity/High Impact.

Service Response Time *
Initial Telephone Begin Remote Resolution
Response Time Remediation
High Severity / High Impact 60 minutes 90 minutes 1.5 Days High Severity / Medium Impact 90 Minutes 2 Hours 3 Days High Severity / Low Impact 4 Hours 8 Hours 2 Weeks
Medium Severity / High Impact 90 Minutes 2 Hours 3 Days Medium Severity / Medium Impact 2 Hours 5 hours 1 Week
Medium Severity / Low Impact 8 Hours 1 Week 2 Weeks
Low Severity / High Impact 4 Hours 8 Hours 3 Days
Low Severity / Medium Impact 1 Day 2 Days 2 Weeks
Low Severity / Low Impact 2 Days 1 Week 4 Weeks
* These response times are "Worst Case" maximum guaranteed response times for properly reported issues. Gold Support customers always receive the highest priority response and in most cases, support is available immediately. * All times listed are in business hours, 1 day = 8 business hours.

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Security Administration
The need for organizations to protect their information has grown exponentially due to recent developments in the sophistication and frequency of cyber-attacks. At its very core, a security breach strips organizations, customers and employees of their identities, intellectual property, privacy, reputation, and monetary assets. With the increase in data threats and their resulting impacts, there is a demand for tangible reassurance about the security of data from all involved parties.

To address the growing Cybersecurity threat, in 2019, Apex created an Advanced Cybersecurity Division, which has now grown into a national Cybersecurity provider, Cyber74. Cyber74 takes the defense in depth approach so that our clients receive complete and dynamic cybersecurity solutions that are extraordinarily strong and dependable.

As an option, we can offer Managed Cybersecurity services and/or Penetration Testing to safeguard your organization on a day-to-day basis. These Managed Security Services can be used with any MSP as the ultimate level of protection. Below is a high-level overview of the available options:

CISO-LED STRATEGIC CYBERSECURITY MANAGEMENT
The annual Cyber74 Risk Assessment formulates your 12-month security roadmap. Your virtual Chief Information Security Officer leads monthly check-ins to assess, update, and drive accountability to your strategic plan.

INCIDENT READINESS
The Cyber74 incident response team is on alert 24/7 to act in the event of a suspicious alert, reported threat, or known breach.

SEVEN VECTORS OF PROTECTION
Network | Human | Cloud | Application Identity | Perimeter | Endpoint Cyber74 technology, people, and processes layer together to protect seven key functional areas of your organization, provide a multi-layer defense, and uphold the highest standards for information security and cyber liability insurance.

TUNGSTEN CORE SECURITY ENGINE
All elements of Cyber74 protection report into the centralized Tungsten Core Security Engine. Advanced SIEM technology aggregates the most critical data in our Security Operations Center (SOC) where cybersecurity specialists monitor activity in your cyber ecosystem 24/7/365.

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Apex Security Essentials - Cybersecurity
Management
We understand the importance of protecting your organization's critical data and applications from unauthorized access. That is why we offer Apex Security Essentials suite of capabilities. This approach to security is designed to minimize the risk of data breaches and other cyber threats by ensuring that all access to your organization's applications and data is authorized and authenticated, regardless of where the access request originates.

Leveraging the NIST 800-53 Cybersecurity Framework, our Zero Trust Application and Storage solution includes advanced access controls, such as role-based access controls and multifactor authentication, to ensure that only authorized users have access to your organization's critical data and applications. We also provide real-time monitoring and threat detection capabilities to identify and respond to any potential security incidents quickly.

EDR
Endpoint Detection and Response (EDR) is a critical component of any comprehensive Cyber Security Management Services program. We offer EDR solutions that provide real-time monitoring and threat detection capabilities to protect your organization's endpoints from advanced cyber threats such as malware, ransomware, and phishing attacks.

Our EDR solution utilizes advanced behavioral analytics and machine learning algorithms to identify and respond to potential security incidents in real-time.

We also provide proactive threat hunting services to identify and address potential security risks before they can cause any damage to your organization's systems or data.

Multifactor Authentication
Multifactor Authentication is a key element of our Cyber Security Management Services program. This security measure provides an additional layer of protection against unauthorized access to your organization's critical systems and data.

Our Multifactor Authentication solution utilizes technologies such as hardware tokens or utilization of the organization’s current mobile devices to ensure that only authorized users have access to your organization's critical data and applications. We also provide continuous monitoring and reporting capabilities to identify and address potential security risks in real-time.

Security & Awareness Training
We believe that employee training and awareness are critical to the success of any Cyber Security Management Services program. That is why we offer comprehensive security and awareness training programs designed to educate your employees on the latest threats and best practices for protecting your organization's systems and data.

Our training programs cover a wide range of topics, including password management, phishing awareness, social engineering, and data privacy. We also provide ongoing training and support to ensure that your employees remain up to date on the latest threats and best practices.

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Password Manager
A secure password policy and protocol is a fundamental component of any Cyber Security Management Services program. We also offer a Password Manager solution that provides secure password storage and management capabilities to help ensure that your organization's critical data and applications are protected against unauthorized access.

Our Password Manager solution utilizes advanced encryption technologies to secure passwords and other sensitive information and provides easy-to-use tools for creating, managing and sharing passwords securely. We also provide ongoing monitoring and reporting capabilities to help identify and address potential security risks in real-time.

Dark Web Monitoring
Dark Web monitoring for businesses is the process of searching for, tracking, and verifying certain information on the dark web. This can be done using a combination of human analysts and specialized software that analyzes data that is harvested in the places on the dark web where information is trafficked.

Our Dark Web Monitoring ensures the greatest amount of protection with 24/7/365 human and machine-powered monitoring of businesses and personal credentials, including domains, IP addresses, and email addresses. At Apex, we use the leading Dark Web Monitoring program which includes comprehensive data, seamless integration into ticketing and CRM platforms, and it deploys in minutes.

Ringfencing
Ringfencing controls what applications are able to do once they are running. By limiting what software can do, ringfencing can reduce the likelihood of an exploit being successful or an attacker. Ringfencing allows you to control how applications can interact with other applications. Under normal operations, all applications permitted on an endpoint or server can access all data that the operating user can access. This means if the application is compromised, the attacker can use the application to steal or encrypt files. Ringfencing allows you to remove file access permissions for applications that do not need access and even remove network or registry permissions.

When you first deploy Ringfencing, your device will automatically be aligned with the default software policies. These policies are then automatically applied to a list of known applications such as Microsoft Office, PowerShell, or Zoom. The aim of the default policies is to provide a baseline level of protection for all endpoints. Each of these policies can easily be manipulated to fit any environment at any time.

Identity Threat Detection & Response (ITDR)
ITDR is a powerful layer of protection that monitors for suspicious activity in user accounts and cloud tools—especially Microsoft 365—and helps stop threats before they spread. Detects anomalous behavior across Microsoft 365 user accounts, permissions, and access patterns.

ITDR will continuously gather activity data from your Microsoft 365 environment, including login attempts, email changes, and rule modifications. This provides the raw insights needed to spot early signs of identity misuse.

Our system reviews the data to identify unusual behaviors—such as sign-ins from unexpected locations, shadow workflows, or malicious forwarding rules—that could indicate an account has been compromised.

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Security Information & Event Management (SIEM)
A SIEM helps your organization detect and respond to cyber threats by collecting and analyzing data from across your network—like logins, cloud apps, firewall events, and more. It brings everything into one place so action can be taken quickly when something appears suspicious.

Cyber threats often hide in plain sight. SIEM helps you spot them early by giving you visibility into your systems, users, and cloud tools. It cuts through the noise, highlights the risks that matter, and helps you stay compliant with audit and insurance requirements.

M365 Hardening Policies
Microsoft 365 has become a key part of most organizations—but it’s also one of the first places attackers go. Apex helps you apply critical security settings that stop threats before they reach your users, keeping your accounts and data protected.

Safe Link and Attachment Scanning - Every URL in an email as well as attachments, are scanned before they are accessed. If it’s dangerous, access is blocked automatically stopping phishing attacks before they reach your team.

Location Based Access - Only allow logins from countries or states where your team works. Everything else? Blocked.

End-User Productivity Training
Modern work demands modern skills. That’s why Apex includes access to a dedicated training portal covering Microsoft 365, cybersecurity awareness, compliance, and productivity tools such as Excel. Word, Outlook, Teams, SharePoint, OneDrive and collaboration between tools. Whether you’re onboarding new hires or up-skilling your team, we make it easy to deliver consistent, role-based training that sticks.

Apex provides a flexible training platform that centralizes documents, videos, and links into accessible courses. This platform supports unlimited training creation, allowing organizations to tailor learning paths for different roles and delegate content management to HR or department heads. It also includes tracking and reporting features to monitor training activities and validate employee understanding through exams.

Ensure employee compliance with policies and regulations by educating employees on specific policies and managing policy acknowledgements. It allows organizations to publish unlimited policies centrally, designate employee recipients, and monitor policy signatures. The platform includes multiple-choice confirmation questions to ensure policy comprehension and supports policy versioning to notify employees of updates. Additionally, it can renew policy adherence by sending policies annually and requesting updated signatures.

Data Management, Backup & Disaster Recovery,
Compliance and Termination
Managing and securing the City’s data will be a key goal after onboarding. Wherever possible, data should be encrypted to industry standards at rest, in-transit and in any cloud or on-premise location. This includes staff desktop and laptop hard drives.

Apex will assess current backup solutions in use by the City for server data (on-premise and cloud/Azure) as well as your Microsoft 365 data such as Email, contacts, calendar, SharePoint and OneDrive. Proper retention periods, RTO and RPO objectives will be reviewed and established. If the current backup systems are not adequate, new solutions will be presented for approval by the City.

The solutions we provide are designed to protect from ransomware, other malware, common data loss and corruption, physical disasters and other events that can put an organization at risk. Regular restorability tests are conducted by the solutions we implement and manage.

Compliance with all applicable federal, state and local regulations is provided in our services. We also assist our clients in complying with public records requests and audits that may be needed.

In the event of a contract termination, Apex provides a complete “Runbook” of system credentials and settings to the client to provide to a new provider. We also securely destroy any client data upon termination. Our team will assist in an orderly transition to a new provider.

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Section 6:

Monitoring 6
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a. Describe your tools and strategies to monitor and ensure the stability of the computing environment.

A key aspect of Apex’s service is proactive monitoring, alerting, and patching of the client’s network. Apex installs a small software agent on the client’s supported devices, which monitors over 75 different metrics around the clock.

Most IT issues will be automatically detected early by this enterprise-class IT Remote Monitoring & Management (RMM) software. When a monitoring alert is triggered, it automatically generates a Help Desk service ticket in our fully integrated CRM, Ticketing, and IT management software, ConnectWise. The Help Desk then fulfills their role in addressing IT issues.

ConnectWise Automate and Auvik are used as the primary tools for monitoring. Apex takes the approach of monitoring the health and stability of the environment as much as possible to help proactively address potentially work stopping issues. Some of the things that we monitor are:
• Event log monitoring
• Disk space
• Hardware problems
o Failed hardware (disks, fans, CPU, circuits, batteries, power supplies, ports, etc.) • CPU and Memory usage
• Internet outage
• Server services and critical software
• Patch updating
• Anti-virus updates
• Network activity
• Network outages
• Power problems and outages
• Hosted services monitoring
• VPN monitoring
b. Describe how monitoring results will be communicated to the City. All alerts generate tickets. As these tickets are addressed and resolved, details are accessible for reporting on the ticket portal. These tickets have individual resolution notes and audit trails.

An executive report can be generated monthly or sent out via email to the City that will show the health of everything monitored.

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Section 7:

Management 7
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a. Describe how you will report about status of systems, needs of users, needs for change, etc. We consider ourselves to be part of your team. The methods described below are examples of ways we communicate, but ultimately that will be a collaborative effort between Apex and the City based on what works best for you.

We have standard reports that are emailed to our clients and reviewed live with your VCIO showing high level systems health information and some detail regarding assets and user accounts. It also contains information regarding patching levels, backups, and anti-virus/malware threats detected and removed.

Items not covered in our automated reporting would be communicated to your team based on your preference.

Some examples of communication with our existing clients would be direct email, telephone, and text. Most of these conversations will be covered in those methods, or during scheduled meetings. We like to meet regularly with all key stakeholders, such as Police, Fire, finance, IT, and other depending on the organization. These meetings often take place at least monthly with other meetings as needed. b. Describe how you will propose changes in technicians assigned to the contract. Any changes to primary or secondary technicians would be directly communicated to our points of contact within the City. We don’t often change technicians who are assigned to an account, and most have very long tenure with Apex. c. Describe any IT strategic planning provided. The assigned VCIO will work hand in hand with your leadership team to facilitate technology planning and budgeting. By spending time with your team, we can align technology to the City’s goals and objectives to ensure they are complimentary. During the first year, an IT Strategic Plan is developed along with a Budget.

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Section 8:

Documentation, Record
Keeping & Reporting 8
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a. Describe your routine reporting procedures for information provided to the City. Apex will have reports, statistics, and ticketing portals available to the City at all times. Through our ticketing and monitoring systems, City management will have the ability to access an online portal where they can view all open and historical tickets created by the City, as well as the ability to escalate issues if necessary. Your assigned vCIO is available at all times during normal business hours and will work closely with City staff to ensure they are being serviced properly and to provide management with reports, budgets, and IT updates when requested. The reports will be matched to your desired level of information.

Some examples are the monthly executive summary report which is high level. We can also provide detailed reporting on items such as number of calls to our help desk or asset level reporting on all systems under Apex management. This could include PC’s, servers, software, and other equipment that we are tracking.

Your vCIO is available to attend management level meetings to review the reports and be available for any questions and discussions surrounding the City environment. We strive to go above and beyond just an IT vendor for the City of Livingston, we are here as a part of the team.
b. Describe how you will document and record maintenance, installation, performance and changes to the system. All Apex technicians fully document all service notes into our ticketing software, ConnectWise. Service tickets are visible in the Client Web Portal and are available for reports or future reference. We record the completion and quality assurance of our maintenance tasks in our ticketing system. In addition, we notate updates and change management in our internal communication systems such as “IT Glue” and our documentation recording system that consists of an internal and confidential Run Book.
c. Describe the documentation that you will make available to the City at the end of the contract period to assist with transition, if necessary. We provide the client with a complete “Run Book” that has the organizations global information technology details to enable a smooth transition. We consider the documentation and all credentials used for the environment to be client owned and do not withhold them during any transition.

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Section 9:

Fees 9
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Section 10:

Optional Fees 10
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Section 11:

Transition 11
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Describe the steps needed to onboard with your company.

Proposed Project Schedule – Service Delivery
Apex utilizes a formal transition and onboarding process. Our dedicated project manager will oversee all aspects and provide communication to key client stakeholders. Support can begin immediately; but, only after the first 30-60 days will key support systems and documentation be in place to provide the full Total Support Experience. A typical transition timeline with tasks is outlined below:

Estimated Transition Timeline
Information Technology Management and Support Services
Task Month 1 Month 2 Month 3 Month 4 Month 5 Month 6 Month 7 Transition/Handoff with Outgoing Vendor
Rollout of Monitoring Agents & Alerts Profile
IT Assessment & Network Documentation
Initial VCIO Meeting with Key Stakeholders
On-Site Technician Orientation to Client IT Network
Present IT Assessment Findings
Budget/Approval of IT Remediation Items
Integration of On-Site Tech into Client Environment
Apex Orientation
IT Asset Inventory, Warranties, & Licensing
Identify & Eliminate Recurring IT Issues
Begin IT Remediation Projects
Begin Monthly VCIO Reports
Initial IT Budget Planning
Develop IT Budgets
Implement IT Policies, Procedures and Standards
Complete Recommended IT Remediation Projects
Get IT Operations to "Safe, Secure & Stable" State
Identify Future Transformational IT Opportunities
Develop Strategic IT Plan
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Proposal for City of Livingston
Section 12:

Miscellaneous 12
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Proposal for City of Livingston
a. Provide any other certifications, credentials and licenses you think are relevant for our consideration (specify if held by the company or an employee). See Section 3 for Team and Company Certifications and Partnerships. b. Describe what makes your company unique in its ability to support the City’s IT initiatives and infrastructure. We have made unprecedented strides in the Managed Service Provider space, particularly with our public sector clients.

Our history of supporting municipal clients spans 34 years and we have recently enhanced our public sector programs with significant developments.

The establishment of our Public Sector Strategic Advisory Council, outlined on page 10, meets quarterly to refine our services and address emerging challenges for our public sector clients. The members of this council are all former public sector employees. No other MSP we are aware of has this same level of commitment to the public sector.

A unique aspect of what we have to offer at Apex is our passion for “Customer Service Obsession.” This is first and foremost in everything we do. “Everyone at Apex is a Customer Service Representative,” and we endeavor to go above and beyond to provide all our clients with industry-best service. In doing so we have been honored with the award of being awarded #3 of the “Top 5 Managed Service Providers for Government & Education” for the past four years and “MSP of the Year” in 2023.

Our team has direct experience with many of the Government applications in use at the City of Livingston. This includes the Police Department applications.

Being part of New Charter Technologies, we are able to offer the Microsoft Government 365 subscriptions at lower cost than the County of Riverside statewide purchase agreement. This provides cost savings for the City and also much more responsive service and changes as needed.

Our team also actively supports multiple other City clients with Police and Fire departments. Our technicians are CJIS Certified and CLETS approved to work directly with the sensitive systems utilized by your Police Department.

This includes 24/7 Emergency support.
c. How many employees hold a current CJIS Security Certificate? All 23 of our technicians currently hold a valid CJIS Security Certificate.
d. Describe your company’s familiarity with the CJIS Security Policy. Apex supports multiple local government agencies with Police Departments, and all technical staff are required to complete CJIS Security Awareness Training within six months of initial assignment and retraining every two years after that. We have also worked with County and State Law Enforcement organizations to interface services with our local government clients. We have also assisted multiple clients through completing the CJIS questionnaires and audits. e. Describe your organization’s technology stack, ranging from BDR/RMM/PSA to Endpoint Protection and secure email gateways. All solutions in the Apex Technology solution stack are meant to be secure, stable, scalable, and simple.

BDR: The Apex Digital Umbrella Backup solution is based on both local and offsite backup solution that allows organizations to have a disaster recovery plan and establish both recovery time objectives as well as restore point objectives. This solution also allows for fast entire server environment recovery while ensuring disconnected Apex Technology Management Page 57 of 60
Proposal for City of Livingston
backups in the event of a Ransomware attack.

RMM: Apex uses a number of different tools for secure remote access to monitor and maintain our client environment including ConnectWise Automate and Auvik. All of our remote monitoring and remote access tools leverage centralized access. Access is secured by multifactor single sign on authentication and data is encrypted at rest and in transit.

PSA: Apex uses a ticketing solution called ConnectWise Manage which allows all clients access to a portal to manage their tickets and generate reports. All submitted tickets get detailed notes from the technical team and those notes can be accessed by our client’s real time.

Endpoint Protection: Apex Utilizes “Apex Security Essentials” on contract covered servers and workstations. See page 40 for details on the capabilities and components. It includes regularly updated Endpoint Protection, Zero Day AntiExploitation Protection, and Group Policy Based network protections.

Secure Email Gateways: Apex uses and Enterprise version of Office365 for our email, email encryption, and advanced spam filtering for incoming emails. Most of our Public Sector clients utilize a similar Government Cloud version of Microsoft 365. (GCC)
f. What does your incident response look like for a security event? Apex has detailed Incident Response Plans for Internal Incidents and Client Incidents, that we consider proprietary and confidential. We can arrange to review them in a secure meeting with the City if interested. Section headings are listed below for reference.

Purpose, Scope & Legal Framework
Governance & Roles
Incident Classification & Severity Tiers
Detection & Reporting
Containment, Eradication & Recovery (Core Response Phases) Evidence Preservation & Chain of Custody
Communications & Public Information
Third-Party & Vendor Management
Post-Incident Review & Lessons Learned
Testing & Plan Maintenance
g. Have any of your clients experienced a Ransomware attack in the last 12 months? If so, how did your company respond. No. However, we have responded to new prospective clients that have reached out during or after a Ransomware attack for assistance. We have been able to shut down active attacks, recover data, and perform forensic analysis as to the cause and impact of the incident. h. Describe your organization’s backup validation strategy. Backups are automatically validated daily both on the local appliance and in the cloud. If an issue is found, a ticket is generated for review and resolution. Apex backup and disaster recovery supported solutions allow for automated and/or manual instant recovery of all protected systems.

Apex recommends testing recovery at a minimum every 6 months. For organizations in need of additional recovery points and/or fast recovery times we recommend automating the process to test recoverability.

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i. Has your company ever contracted an independent third-party to perform penetration tests against systems you support? If so, when? Yes. Apex uses our Advanced Cybersecurity division “Cyber74” that employs penetration testers who preform annual tests on Apex to ensure compliance to our targeted level of security. This same division performs commercial and Government Cybersecurity assessments, internal and external penetration tests and Social Engineering for our clients and prospects as well. We also have an advanced SIEM (Security Information and Event Management) system deployed to constantly monitor our environment to detect any suspicious activity. j. Describe your company’s familiarity with PCI compliance. Apex supports many clients, including retail and financial organizations, where PCI compliance and PCI compliance audits are regularly performed. k. Additional information and options (such as any cloud solutions or other technology solutions offered by your company) are welcome, but these must be included in the maximum number of pages allowed for the proposal (see Proposal Format Guidelines). Apex is a full-service provider and can provide most industry standard technology solutions. As a founding member of New Charter Technologies, we can deliver all of the below solutions to the City as needed.

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Proposal
Summary: PS
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Proposal for City of Livingston
Proposal Summary
It is our sincere belief that Apex Technology Management offers unparalleled IT skills, expertise, and customer service. Apex has the unique blend of training, certifications, skill sets, and real-world Public Sector IT experience to successfully provide the required IT support services that the City is seeking. This includes the essential and emergency services that require a 24/7 response.

Our team is currently providing support for many public agencies. That experience, coupled with our customer service obsession, will provide City staff with effective and friendly support for many years into the future. Our goal is to create a long-term and valued partnership that supports the current and future goals of your agency.

Our approach includes best-in-the-industry tools, and all the key personnel necessary to ensure the best possible ongoing IT service, and a smooth and successful relationship. Apex will proactively monitor all included servers, workstations, and network devices. This is a proven approach that will result in a robust, enterprise-class, “Corporate IT Department” level of support for a reasonable budget.

We are confident the City of Livingston will benefit from the ongoing IT Services managed by our experienced team at Apex.

The combination of our vCIO, IT Managed Services, Remote and On-Site Support, and Remote Monitoring & Maintenance will provide you with an enterprise level of IT service. The result of this proposed plan and partnership with Apex Technology Management will be a stable, dependable, and well-performing technology environment that delivers maximum value to the City of Livingston. Thank you again for reviewing this proposal.

We are grateful for the potential opportunity to serve you, and we look forward to hearing back from you! Contact Information
George Passidakis
Director of Sales and Marketing
Apex Technology Management
[email protected]
530.248.1015
Bumblebee IT Services
833-417-0344
10996 Four Seasons Place, Suite 100A
Crown Point, IN 46307
May 29, 2026
Monica Cisneros
Deputy City Clerk
City of Livingston
[email protected]
RE: Proposal for Managed Information Technology Services Dear Ms. Cisneros:

On behalf of Bumblebee IT Services (BBITS), a division of Bumblebee Broadband LLC, we are pleased to submit this proposal to provide Managed Information Technology Services for the City of Livingston in accordance with the City’s Request for Proposal requirements.

BBITS understands the importance of dependable technology operations within municipal environments and recognizes the City’s need for responsive support, operational accountability, cybersecurity oversight, infrastructure reliability, and organized service coordination to support daily municipal and public safety operations.

Our proposed support model is specifically designed to support the City’s operational environment through:
• scheduled onsite technical support
• proactive infrastructure monitoring
• responsive help desk coordination
• Microsoft 365 administration
• endpoint and mobile device support
• cybersecurity oversight
• vendor coordination
• operational reporting and escalation management
BBITS also understands the operational sensitivity associated with public safety and CJIS-related environments and confirms that support involving CJIS-related systems will be coordinated exclusively through U.S.-based personnel using secure operational support procedures and controlled administrative access practices.

We appreciate the opportunity to be considered for this engagement and look forward to the possibility of supporting the City of Livingston through responsive, organized, and dependable managed technology services.

Should the City require any additional information, clarification, or supporting documentation regarding this proposal, BBITS will respond promptly upon request.

Respectfully Submitted,
Don Hawthorne
Chief Security & Technology Officer (CSTO)
Bumblebee IT Services (BBITS)
SECTION 1 — EXECUTIVE SUMMARY
Bumblebee IT Services (BBITS), a division of Bumblebee Broadband LLC, respectfully submits this proposal to provide managed information technology services for the City of Livingston.

BBITS provides managed IT services, operational support coordination, infrastructure management, endpoint support, cybersecurity oversight, vendor coordination, and municipal technology support for public-serving and operationally sensitive environments requiring dependable day-to-day technology operations and responsive support coordination.

BBITS understands that the City of Livingston requires a responsive municipal technology partner capable of supporting critical daily operations, public safety systems, cybersecurity responsibilities, infrastructure reliability, and end-user support through organized and dependable operational support services.

Based on the RFP and addendum responses, BBITS understands the City’s current operational environment includes:
• approximately 89 workstations
• approximately 58 iPhones
• Hyper-V virtual infrastructure
• WatchGuard firewall infrastructure
• JAMF mobile device management
• Inky email security
• Microsoft 365
• conference room and Tricaster streaming systems
• public safety and CJIS-related operational systems
The City currently operates without dedicated internal IT staff and therefore requires a technology partner capable of maintaining operational continuity, infrastructure stability, user support responsiveness, cybersecurity oversight, and organized escalation management across all municipal operations.
1 Bumblebee IT Services (BBITS) City of Livingston — Managed Information Technology Services Proposal BBITS’ proposed support model combines:
• centralized service coordination
• proactive infrastructure monitoring
• remote support coordination
• structured escalation management
• scheduled onsite support
• operational reporting
• cybersecurity oversight
• vendor coordination
• lifecycle planning support
BBITS confirms its commitment to provide:
• three (3) scheduled onsite visits per week
• minimum three (3) hour onsite support windows
• remote support availability
• after-hours escalation coordination
• proactive operational monitoring
• organized support workflows
BBITS understands the operational sensitivity associated with public safety systems and confirms that support involving CJIS-related systems will be coordinated exclusively through U.S.-based personnel using secure operational support procedures aligned with municipal public safety expectations.

The City of Livingston requires dependable support, responsive communication, practical technology guidance, and organized operational accountability rather than unnecessary complexity or enterprise-focused consulting models. BBITS’ proposal is intentionally structured to support those operational priorities through responsive municipal technology partnership and dependable managed services operations. 2 Bumblebee IT Services (BBITS) City of Livingston — Managed Information Technology Services Proposal SECTION 2 — COMPANY OVERVIEW & QUALIFICATIONS
General Company Information
Legal Company Name
Bumblebee Broadband LLC
Doing Business As (DBA)
Bumblebee IT Services (BBITS)
Headquarters Location
Crown Point, Indiana
Year Founded
2020
Number of Employees
Approximately 15 employees and operational support personnel.

Number of Customers
Approximately 10 active managed services and operational support customers.

Average Customer Size
Approximately 600 users per supported environment.

Years Providing Managed IT Services
BBITS has provided managed IT services and operational technology support services for approximately five (5) years.

Organizational Experience
Key leadership experience includes:
• Don Hawthorne — 20+ years operational and technology leadership experience • Derrick Robinson — 12+ years field operations and technical support experience Legal & Compliance Disclosures
Pending Lawsuits or Judgments
BBITS confirms there are no pending lawsuits, judgments, or legal actions that would materially affect the company’s ability to perform the services contemplated under this engagement.
3 Bumblebee IT Services (BBITS) City of Livingston — Managed Information Technology Services Proposal Investigations
BBITS confirms that neither the company nor its principals are currently under investigation by any governmental, regulatory, or administrative agency that would materially affect the company’s operational capability or eligibility to perform municipal managed services.

SECTION 3 — STAFFING & SUPPORT STRUCTURE
Proposed Support Structure
Role
Assigned
Personnel
Responsibility
Executive Oversight &
Escalation Governance
Don
Hawthorne
Executive oversight, escalation governance,
operational accountability, cybersecurity
oversight
IT Service Delivery
Manager
Derrick
Robinson
Onsite support coordination, dispatch
management, operational workflow
coordination
Project Manager & Client
Operations Coordination
Charita Foster
Reporting coordination, vendor coordination,
communication management
Onsite Support Commitment
BBITS confirms its commitment to provide:
• three (3) scheduled onsite visits per week
• minimum three (3) hour onsite support windows
• remote support coordination
• after-hours escalation support
• proactive infrastructure support
Onsite support activities include:
• endpoint troubleshooting
• Hyper-V operational support coordination
• WatchGuard support coordination
• Microsoft 365 support
• JAMF support coordination
• Tricaster support coordination
• vendor coordination
• operational follow-up and escalation
4 Bumblebee IT Services (BBITS) City of Livingston — Managed Information Technology Services Proposal Staffing Stability & Retention
BBITS maintains an approximate employee and operational support retention rate of 95% over the past three (3) years.

Help Desk Staffing Standards
Technical support personnel are expected to demonstrate:
• troubleshooting and endpoint support experience
• Microsoft 365 familiarity
• infrastructure support knowledge
• cybersecurity awareness
• customer service and communication skills
• escalation accountability
• operational documentation discipline
Staff Development & Operational Training
Operational training activities include:
• Microsoft 365 operational support
• endpoint management procedures
• cybersecurity awareness
• escalation management
• operational documentation standards
• vendor platform familiarity
• CJIS-aware operational support practices
• Hyper-V operational familiarity
• WatchGuard support familiarity
• JAMF mobile device management familiarity
5 Bumblebee IT Services (BBITS) City of Livingston — Managed Information Technology Services Proposal SECTION 4 — SECURITY, CJIS & DATA PROTECTION
BBITS understands the operational importance of cybersecurity within municipal environments and recognizes the City’s responsibilities associated with public safety systems, CJIS-related operational environments, endpoint security, Microsoft 365 administration, mobile device security, and infrastructure protection.

CJIS & Domestic Support Commitment
BBITS confirms that support involving CJIS-related systems will be coordinated exclusively through U.S.-based personnel using secure operational procedures and controlled administrative access practices.

CJIS-Certified Personnel
BBITS currently maintains two (2) personnel prepared to complete and maintain CJIS-related onboarding, background screening, and operational support requirements associated with the City of Livingston environment.

Security & Operational Technologies
BBITS maintains operational familiarity with:
• WatchGuard firewall environments
• Microsoft 365 security administration
• JAMF mobile device management
• Inky email security
• endpoint protection coordination
• MFA administration
• secure remote access procedures
• operational incident response coordination
Background Check Process
Personnel assigned to the City of Livingston engagement will complete:

1. Identity verification

2. Background screening

3. CJIS-related onboarding requirements where applicable

4. Access review and approval

5. Security awareness onboarding
6 Bumblebee IT Services (BBITS) City of Livingston — Managed Information Technology Services Proposal Personnel will not receive access to CJIS-related systems until required onboarding and approval processes are completed.

Security Event Monitoring & Escalation
BBITS will monitor and coordinate operational response activities associated with:
• WatchGuard firewall alerts
• endpoint protection alerts
• Microsoft 365 alerts
• backup alerts
• suspicious account activity
• infrastructure outages
• operational disruptions
High-priority operational or public safety incidents will receive immediate escalation coordination.
7 Bumblebee IT Services (BBITS) City of Livingston — Managed Information Technology Services Proposal SECTION 5 — SERVICES
5(a) Managed IT Services
BBITS will provide:
• help desk support
• remote support coordination
• scheduled onsite support
• endpoint support
• Hyper-V support coordination
• WatchGuard support coordination
• Microsoft 365 administration
• JAMF support coordination
• Inky support coordination
• vendor coordination
• operational reporting
• escalation management
5(b) Scheduled Onsite Support
BBITS will provide:
• three (3) scheduled onsite visits per week
• minimum three (3) hour onsite service windows
• onsite troubleshooting
• infrastructure diagnostics
• user support coordination
• conference room and Tricaster support coordination
5(c) Remote Support Services
Remote support services include:
• endpoint troubleshooting
• Microsoft 365 support
• password and MFA support
• operational troubleshooting
• escalation coordination
8 Bumblebee IT Services (BBITS) City of Livingston — Managed Information Technology Services Proposal 5(d) Ticketing & Work Order Management
BBITS utilizes HaloPSA as its centralized ticketing and service coordination platform.

All support requests, escalations, and operational activities will be documented and tracked within the platform.
5(e) Help Desk Operations
BBITS will provide centralized help desk coordination during standard business operations with after-hours escalation support for Priority 1 operational issues. 5(f) Service Levels & Response Times
Priority Level Description Response Target
Priority 1 Public safety outage or major operational disruption 30 Minutes Priority 2 Significant departmental impact 1 Hour
Priority 3 Standard operational support request 4 Business Hours Priority 4 Informational or low-impact request Next Business Day 5(g) Endpoint & Workstation Support
BBITS will provide:
• workstation troubleshooting
• endpoint deployment coordination
• printer support
• connectivity troubleshooting
• endpoint patch coordination
5(h) Mobile Device Support
BBITS will support the City’s approximately 58 iPhones and JAMF environment including:
• device enrollment support
• mobile troubleshooting
• device replacement coordination
• mobile security coordination
9 Bumblebee IT Services (BBITS) City of Livingston — Managed Information Technology Services Proposal 5(i) Microsoft 365 Administration
BBITS will provide:
• account administration
• password and MFA support
• licensing administration
• email troubleshooting
• secure access coordination
5(j) Escalation Management
BBITS will maintain documented escalation procedures supporting:
• issue prioritization
• technician assignment
• vendor escalation
• operational communication
• issue resolution tracking
5(k) Infrastructure Support
BBITS will support:
• Hyper-V infrastructure
• WatchGuard firewall coordination
• server monitoring
• operational troubleshooting
• infrastructure escalation coordination
5(l) Vendor Coordination
BBITS will coordinate directly with:
• telecommunications providers
• software vendors
• infrastructure vendors
• ISP providers
• warranty providers
10 Bumblebee IT Services (BBITS) City of Livingston — Managed Information Technology Services Proposal 5(m) Cybersecurity Support
BBITS will provide:
• endpoint protection oversight
• MFA coordination
• WatchGuard security coordination
• Inky email security coordination
• ransomware response coordination
5(n) Backup & Disaster Recovery Support
BBITS will provide:
• backup monitoring
• backup alert review
• recovery coordination
• restoration support coordination
• operational continuity review
5(o) Operational Recovery & Continuity Support
BBITS will support operational recovery associated with:
• infrastructure outages
• ransomware-related events
• endpoint failures
• backup restoration coordination
5(p) Reporting & Operational Reviews
BBITS will provide weekly operational reporting summarizing:
• open tickets
• resolved tickets
• escalated issues
• infrastructure concerns
• patching status
• backup status
• recurring operational trends
11 Bumblebee IT Services (BBITS) City of Livingston — Managed Information Technology Services Proposal 5(q) Patch Management
BBITS utilizes NinjaOne and Microsoft management tools to support:
• workstation patch coordination
• server patch monitoring
• update deployment review
• patch failure escalation
5(r) Conference Room & Tricaster Support
BBITS will support:
• conference room troubleshooting
• Tricaster operational coordination
• YouTube streaming troubleshooting
• vendor escalation coordination
12 Bumblebee IT Services (BBITS) City of Livingston — Managed Information Technology Services Proposal SECTION 6 — MONITORING & OPERATIONAL OVERSIGHT
BBITS will provide proactive operational monitoring and infrastructure oversight for:
• Hyper-V infrastructure
• WatchGuard firewall environment
• Microsoft 365
• backup systems
• endpoints
• operational alerts
Weekly operational reporting and recurring operational reviews will be conducted with designated City personnel.
13 Bumblebee IT Services (BBITS) City of Livingston — Managed Information Technology Services Proposal SECTION 7 — MANAGEMENT & SERVICE GOVERNANCE
BBITS’ service management approach is designed to provide:
• operational accountability
• escalation management
• staffing continuity
• vendor coordination
• practical technology planning
• responsive municipal support
Technician transition procedures include:
• operational knowledge transfer
• credential coordination
• issue review
• continuity planning
• City notification procedures
BBITS will maintain a designated primary operational contact for the City. 14 Bumblebee IT Services (BBITS) City of Livingston — Managed Information Technology Services Proposal SECTION 11 — TRANSITION & ONBOARDING PLAN
BBITS anticipates a structured onboarding and transition period of approximately 30 days.

Phase 1 — Discovery & Environment Assessment
• infrastructure review
• Hyper-V review
• WatchGuard review
• JAMF review
• Microsoft 365 review
• backup review
• vendor coordination review
Phase 2 — Documentation & Operational Baseline
• inventory documentation
• infrastructure documentation
• escalation documentation
• support workflow review
Phase 3 — Monitoring & Tool Deployment
• RMM deployment
• alert configuration
• ticketing setup
• reporting setup
Phase 4 — CJIS Coordination & Security Access Review
• fingerprinting coordination
• access review
• MFA setup
• credential coordination
Phase 5 — Administrative Access Transition
• Microsoft 365 administrative transition
• JAMF administrative coordination
• WatchGuard administrative coordination
Phase 6 — Staff Introduction & Help Desk Onboarding
• operational introductions
• escalation workflow review
• support contact distribution
Phase 7 — Go-Live & Parallel Operational Monitoring
• active monitoring
• operational follow-up
• issue review
• support validation
19 Bumblebee IT Services (BBITS) City of Livingston — Managed Information Technology Services Proposal SECTION 12 — MISCELLANEOUS TECHNICAL & OPERATIONAL INFORMATION 12(a) Managed Services Operational Approach
BBITS provides proactive monitoring, onsite support coordination, infrastructure oversight, operational reporting, and responsive municipal technology support. 12(b) Public Safety & CJIS Operational Support
Support involving CJIS-related systems will be coordinated through U.S.-based personnel only.
12(c) CJIS-Certified Personnel
BBITS currently maintains two (2) personnel prepared to complete and maintain CJIS operational requirements.
12(d) Operational Support Coverage
BBITS will provide:
• three onsite visits weekly
• remote support
• after-hours escalation support
• operational monitoring
12(e) Technology Stack
Operational Area Platform
RMM NinjaOne
PSA HaloPSA
Endpoint Protection Microsoft Defender
Firewall Security WatchGuard
Backup & Disaster Recovery Cove Backup
Microsoft Administration Microsoft 365
Mobile Device Management JAMF
Email Security Inky
Virtualization Hyper-V
20 Bumblebee IT Services (BBITS) City of Livingston — Managed Information Technology Services Proposal 12(f) Incident Response Procedures
BBITS maintains documented escalation and incident response procedures supporting:
• issue identification
• severity assessment
• escalation coordination
• remediation coordination
• operational recovery
12(g) Ransomware Response
BBITS maintains ransomware response and operational recovery procedures including:
• endpoint isolation coordination
• backup review
• vendor escalation
• operational recovery support
12(h) Backup Validation Procedures
BBITS coordinates:
• backup monitoring
• restoration testing
• backup alert review
• recovery readiness review
12(i) Security Assessments
BBITS supports infrastructure security review coordination and vulnerability assessment activities.
12(j) PCI Awareness
BBITS maintains familiarity with operational support practices associated with secure access management, MFA enforcement, and protected operational environments. 12(k) Municipal Partnership Philosophy
BBITS understands that the City of Livingston requires a responsive municipal technology partner focused on dependable support, practical operational management, organized communication, and long-term operational continuity.
21 Bumblebee IT Services (BBITS) City of Livingston — Managed Information Technology Services Proposal

APPENDICES
Appendix A — Organizational Chart
Appendix B — Key Personnel Resumes
Appendix C — Certificates of Insurance
Appendix D — Reference Contact Sheet
Appendix E — Sample Agreement
Appendix A — Organizational Chart
Proposed Key Personnel — City of Livingston Managed IT Services Proposal Appendix B — Key Personnel Resumes

DON HAWTHORNE
Chief Security & Technology Officer (CSTO)
Bumblebee IT Services (BBITS)

PROFESSIONAL SUMMARY
Don Hawthorne is an experienced technology operations and cybersecurity leader with more than 20 years of experience supporting infrastructure operations, managed technology services, operational continuity, endpoint management, cybersecurity coordination, and public-serving operational environments.

CORE COMPETENCIES
• Managed IT Services Operations
• Municipal Technology Support
• Cybersecurity Oversight
• Operational Governance
• Infrastructure Support
Coordination
• Hyper-V Operational Support
• Microsoft 365 Administration
• WatchGuard Security
Coordination
• Endpoint Management
• Operational Continuity Planning
• Escalation Governance
• Vendor Coordination
• Remote Monitoring & Management
• Service Delivery Oversight
• Public-Sector Operational Support
• CJIS-Aware Operational Support
Practices

PROFESSIONAL EXPERIENCE
Bumblebee IT Services (BBITS)
Chief Security & Technology Officer (CSTO) 2020 – Present • Provides executive oversight for managed IT services operations, cybersecurity coordination, and strategic technology planning.
• Oversees service quality, escalation management, vendor coordination, and contract performance for managed services engagements.
• Supports public-sector and regulated client environments requiring cybersecurity oversight, operational continuity, and responsive support coordination. • Provides leadership for infrastructure planning, service governance, lifecycle planning, and operational risk management activities.
• Oversees cybersecurity coordination including endpoint protection, monitoring, backup oversight, and incident response escalation.
• Supports technology procurement planning, vendor management, and operational support governance.

Privia Health
Director, Information Security 2015 – 2021
• Led enterprise security governance, cybersecurity operations, and compliancefocused security initiatives. • Managed IT security audits, vulnerability remediation activities, and cybersecurity risk management processes.
• Oversaw deployment and administration of security technologies including firewalls, intrusion detection systems, and security monitoring platforms. • Supported incident response activities, infrastructure security planning, and data protection initiatives.
• Coordinated security governance activities across operational

EDUCATION & PROFESSIONAL DEVELOPMENT
Bachelor of Science — Information Systems Management University of Maryland

DERRICK ROBINSON
IT Service Delivery Manager
Bumblebee IT Services (BBITS)

PROFESSIONAL SUMMARY
Derrick Robinson is an experienced operational technology and field support professional with more than 12 years of experience supporting endpoint operations, infrastructure support coordination, onsite service delivery, escalation management, user support operations, and operational workflow coordination.

CORE COMPETENCIES
• Onsite Technical Support
• Endpoint Troubleshooting &
Support
• Infrastructure Support
Coordination
• Municipal Support Operations
• Microsoft 365 Support
• Hyper-V Operational Coordination
• WatchGuard Support
Coordination
• JAMF Mobile Device Coordination
• Help Desk Operations
• Escalation Management
• Vendor Coordination
• Dispatch Coordination
• Remote Troubleshooting
• Operational Reporting
• User Support Operations
• Operational Workflow
Coordination

PROFESSIONAL EXPERIENCE
Bumblebee IT Services (BBITS)
IT Service Delivery Manager 2023 – Present
• Oversees day-to-day service delivery coordination, ticket management oversight, and dispatch activities for managed services engagements. • Coordinates support workflows, escalation management, endpoint support activities, and onsite support scheduling.
• Supports operational continuity by helping ensure support requests are prioritized, tracked, escalated, and resolved in a timely manner.
• Assists with monitoring coordination, issue tracking, client communication support, and operational workflow management.
• Supports vendor coordination and field service activities for infrastructure and endpoint-related support requests.

Systems Administrator 2010 – 2023
• Managed daily IT operations including servers, routers, switches, endpoint systems, and user support activities.
• Oversaw hardware lifecycle management, workstation deployments, and support coordination for 100+ users.
• Supported employee onboarding activities including Active Directory account setup, equipment provisioning, and access configuration. • Improved ticket resolution workflows through documentation management, triage improvements, and operational coordination.
• Implemented inventory tracking and procurement coordination processes to improve hardware management and replacement tracking.
• service workflow management
• issue prioritization and follow-up
• operational continuity coordination

EDUCATION & PROFESSIONAL DEVELOPMENT
Bachelor of Science — Business Information Systems & Graphic Arts DePaul University — Chicago, Illinois

CHARITA FOSTER
Program Manager
Bumblebee IT Services (BBITS)
Charita Foster is an experienced operational support and client coordination professional with extensive experience supporting managed services operations, operational workflow coordination, reporting management, vendor coordination, escalation follow-up, documentation oversight, and public-serving operational environments.

CORE COMPETENCIES
• Operational Coordination
• Client Communication
Management
• Vendor Coordination
• Reporting & Documentation
Oversight
• Service Workflow Coordination
• Escalation Tracking & Follow-Up
• Municipal Support Coordination
• Managed Services Operations
• Operational Reporting

PROFESSIONAL EXPERIENCE
Bumblebee IT Services (BBITS)
CX & Compliance Program Manager 2023 – Present
• Oversees client communication coordination, escalation follow-up, operational reporting support, and documentation management for managed services engagements.
• Coordinates service review preparation, ticket escalation tracking, and operational communication workflows.
• Supports vendor coordination, reporting oversight, and client-facing operational administration activities.
• Assists with proposal compliance, contract alignment, and operational documentation support for public-sector and regulated environments. • Serves as a coordination point for client communication and service continuity activities.

Connective Healthcare Solutions
Healthcare Operations, Recruiting & Compliance Consultant 2017 – Present • Provides operational oversight, compliance coordination, documentation governance, and workflow management support for regulated organizations. • Supports executive leadership with operational coordination, risk management, reporting oversight, and compliance-focused administrative activities. • Managed recruiting, onboarding coordination, and operational support activities across multi-site environments.

EDUCATION & PROFESSIONAL DEVELOPMENT
Graduate Certificate in Entrepreneurship Florida State University Bachelor of Science — Health Administration University of Phoenix Certifications & Credentials:
• Certified in Healthcare Compliance (CHC)
• Florida Notary Public (Active)
Appendix C — Certificates of Insurance

SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE

THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN ACCORDANCE WITH THE POLICY PROVISIONS.

INSURER(S) AFFORDING COVERAGE
INSURER F :

INSURER E :

INSURER D :

INSURER C :

INSURER B :

INSURER A : NAIC #
NAME: CONTACT
(A/C, No): FAX
E-MAIL ADDRESS:

PRODUCER
(A/C, No, Ext): PHONE

INSURED
COVERAGES CERTIFICATE NUMBER: REVISION NUMBER:

IMPORTANT: If the certificate holder is an ADDITIONAL INSURED, the policy(ies) must have ADDITIONAL INSURED provisions or be endorsed.

If SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s).

THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS

CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED REPRESENTATIVE OR PRODUCER, AND THE CERTIFICATE HOLDER.

OTHER:
(Per accident)
(Ea accident)
$
$
N / A

SUBR WVDADDL
INSD

THIS IS TO CERTIFY THAT 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. LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. $
$
$
$ PROPERTY DAMAGE
BODILY INJURY (Per accident)
BODILY INJURY (Per person) COMBINED SINGLE LIMIT

AUTOS ONLY

AUTOS ONLY AUTOS NON-OWNED OWNED SCHEDULED

ANY AUTO

AUTOMOBILE LIABILITY

Y / N WORKERS COMPENSATION
AND EMPLOYERS' LIABILITY OFFICER/MEMBER EXCLUDED?
(Mandatory in NH) DESCRIPTION OF OPERATIONS below
If yes, describe under

ANY PROPRIETOR/PARTNER/EXECUTIVE
$
$
$ E.L. DISEASE - POLICY LIMIT E.L. DISEASE - EA EMPLOYEEE.L. EACH ACCIDENT EROTH- STATUTE PER
(MM/DD/YYYY) LIMITS POLICY EXP(MM/DD/YYYY) POLICY EFFLTR TYPE OF INSURANCE POLICY NUMBER INSR
DESCRIPTION OF OPERATIONS / LOCATIONS / VEHICLES (ACORD 101, Additional Remarks Schedule, may be attached if more space is required)

EXCESS LIAB
UMBRELLA LIAB EACH OCCURRENCE $ AGGREGATE $
$
OCCUR
CLAIMS-MADE DED RETENTION $
PRODUCTS - COMP/OP AGG $ GENERAL AGGREGATE $ PERSONAL & ADV INJURY $ MED EXP (Any one person) $
EACH OCCURRENCE $ DAMAGE TO RENTED
PREMISES (Ea occurrence) $ COMMERCIAL GENERAL LIABILITY CLAIMS-MADE OCCUR GEN'L AGGREGATE LIMIT APPLIES PER: POLICY PRO- JECT LOC

CERTIFICATE OF LIABILITY INSURANCE DATE (MM/DD/YYYY)

CANCELLATION

AUTHORIZED REPRESENTATIVE
ACORD 25 (2016/03)
© 1988-2015 ACORD CORPORATION. All rights reserved.

CERTIFICATE HOLDER
The ACORD name and logo are registered marks of ACORD
HIRED

AUTOS ONLY
7/25/2025
SUNZ Insurance Solutions, LLC ID: (SynergyHR LLC)
c/o SynergyHR LLC dba ZynergiaHR
10996 Four Seasons Place, Suite 100A
Crown Point, IN 46307
219-359-2958
Rick Leonard
Brenda Zarate
Zynergia Staffing LLC
10996 Four Seasons Place, Suite 100A
Crown Point IN 46307
86429636
other rights or extend any other rights or endorsements, unless explicitly requested.

Bumblebee Broadband LLC
10996 Four Seasons Pl
Crown Point IN 46307
Workers' Compensation coverage applies only to those temporary employees assigned by Zynergia Staffing LLC, but does not extend any SUNZ Insurance Company 34762
A WC304-00002-025 8/1/2025 8/1/2026 ✓
1,000,000
1,000,000
1,000,000
WC080-00122-024 8/1/2024 8/1/2025
86429636 | ZHRS | Staffing | Zynergia Staffing LLC (Staffing) | Tina Reardon | 7/25/2025 3:37:03 PM (EDT) | Page 1 of 1

Appendix D — Reference Contact Sheet
APPENDIX D — PROFESSIONAL REFERENCES & TECHNOLOGY PARTNER REFERENCES

CLIENT REFERENCES
Organization Contact Environment Years
Izard Regional
Healthcare
Network
(200 Users)
Primary Contact: Harley Smith, CEO
Telephone: 870-297-2400
Email: [email protected]
Multi-location
healthcare environment
Managed IT
infrastructure,
credentialing systems
integration, and server
modernization.

Nov 2020 -
Present
(Ongoing)
Monroe
Regional
Organization
(500 Users)
Primary Contact: Chris Chandler, CEO
Telephone: 662-418-4135
Email:
[email protected]
Regional healthcare
organization
Network security,
disaster recovery, and
virtualization upgrade.

May 2021-
Present
(Ongoing)
Qualexa
Healthcare
(200 Users)
Primary Contact: Mitch Pirtle, CTO
Telephone: 219-359-2390 x2153
Email: [email protected]
Multi-site healthcare
operations
Centralized IT support
across 5 locations.

Implemented
SentinelOne EDR and
24×7 monitoring.

Established SLA-based
reporting and
satisfaction tracking.

Jan 2022-
Present
(Ongoing)
Elite
Diagnostics
(40 Users)
Primary Contact: Jina Calo, CEO
Telephone: 219-895-3378
Email: [email protected]
Regional healthcare
organization
Full managed IT
services: help desk,
cloud hosting, and
cybersecurity.

June 2023-
Present
(Ongoing)
Representative Services Provided
BBITS has provided services including:
• managed IT services
• endpoint and workstation support
• help desk operations
• Microsoft 365 administration
• VoIP support
• infrastructure support
coordination
• proactive monitoring
• backup and recovery support
• cybersecurity oversight
• vendor coordination
• operational reporting
• vCISO support services
• multi-site operational support

TECHNOLOGY PARTNER & VENDOR REFERENCES
Vendor /
Partner
Contact Information Relationship

TD SYNNEX
Marc McClure, SVP Sales
800-456-4822
[email protected]
Infrastructure procurement and distribution
support
Pax8
Partner Support
855-884-7298
[email protected]
Microsoft licensing and cloud services support.

Firewall and network hardware procurement
Technology Partner Relationships
BBITS maintains operational relationships with technology manufacturers, distributors, and infrastructure providers supporting municipal and operational technology environments including:
• Microsoft
• HPE / Aruba
• WatchGuard
• Dell Technologies
• Lenovo
• Pax8
• TD SYNNEX
Appendix E — Sample Agreement
10757 Randolph Street
Crown Point, IN 46307
[email protected] bumblebeebroadband.net

MANAGED IT SERVICES AGREEMENT
This Managed IT Services Agreement (“Agreement”), made effective as of _____________, 2021 (“Effective Date”), is between Bumblebee Broadband LLC, a Mississippi limited liability company, maintaining a principal place of business at 10996 Four Seasons Place, Suite 100A, Crown Point, Indiana 46307 (“Bumblebee”) and ______________ maintaining a principal place of business at _______________________________________________ (”Customer”). Bumblebee and Customer are each referred to as a “Party” and together as the “Parties”.

BACKGROUND
Bumblebee provides various managed services related to information technology, including regular remote network software management, and both remote and on-site technical assistance. Customer desires to outsource the maintenance of and support for its information technology infrastructure.

Bumblebee shall provide Customer with Services, as defined below.

NOW THEREFORE, in consideration of the foregoing premises and for other good and valuable consideration, the receipt and sufficiency of which are hereby acknowledged, the Parties hereby agree as follows

AGREEMENT

1. Services
A. The business units of Customer as set forth in an Order (“Authorized Business Units“) may purchase from Bumblebee the right to use one or more services which will be provided or hosted by Bumblebee or a third party service provider on Bumblebee’s behalf (“Services”). This Agreement set forth the basis for the relationship between the Parties and the terms applicable to such transactions. In each instance in which Customer wishes to purchase Services from Bumblebee, the Parties shall enter into a mutually agreed upon order describing the particular Services ordered and any special conditions or terms applicable thereto (each an “Order”). Customer shall only have the right to receive those Services specified in an applicable Order. As appropriate, an Order may include a Statement of Work (“SOW”) which is mutually agreed to by the Parties to further describe certain of the Services. In order to be effective, a SOW shall reference the applicable Order and either be attached to such Order or separately executed by both Parties. When mutually agreed and signed by duly-authorized representatives of each Party, each Order shall be and hereby is deemed to be governed by this Agreement. When taken together, this Agreement (as they may be permissibly amended or supplemented by an Order) and each individual, fully executed Order shall form a contract between Bumblebee and Customer. In the event of and to the extent of any conflict between the terms and conditions of this Agreement and the terms and conditions of any Order, the terms and conditions of the Order shall control with respect to such Order.

B. Exhibit A sets forth a description of the various currently available Services offered by Bumblebee which Customer may purchase pursuant to an Order.

C. Exhibit B sets forth the current pricing of the Services.

D. Subject to the terms and conditions of this Agreement, upon entering into an Order applicable thereto, Bumblebee shall make the Services available to Customer for use by Customer and its 10757 Randolph Street
Crown Point, IN 46307
[email protected] bumblebeebroadband.net
Authorized Users solely in support of Customer’s internal operations and otherwise in accordance with the terms of this Agreement. Additional usage limitations or restrictions may be imposed on Customer’s use of the Services, including limitations on bandwidth and storage, to the extent specified in an Order, and Customer shall comply therewith. Due to the nature of a delivery model, the Services to which the Customer is provided access hereunder will be the versions of such Services (as may be updated by Bumblebee pursuant to the Support Level Policy of Exhibit C) which are then hosted by Bumblebee (or its third party hosting provider) for its customers generally. All rights not expressly granted to Customer in this Agreement are reserved to Bumblebee and its licensors.

E. Customer and its employees and contractors who are permitted by Customer to access or use the Services on Customer’s behalf (collectively, “Authorized Users”) may access and use the Services, along with applicable content displayed by Customer through the use thereof solely in support of Customer’s operations and within the scope of Customer’s permitted use of the Services. Customer shall be fully responsible for any acts or omissions of its Authorized Users, including any unauthorized access or use of the Services or other breach of this Agreement.

F. Except as expressly set forth in this Agreement or an Order, Customer shall not and shall not permit its Authorized Users or other third parties to (i) use, copy, sell, assign, sublicense, convey or otherwise transfer, all or any portion of the Services; (ii) decompile, disassemble or otherwise reverse engineer the Services or any portion thereof; (iii) modify, translate or create any derivative works based on the Services; (iv) remove or alter any copyright notices, trademarks or other proprietary rights notices affixed to or contained within the Services; (v) use the Services to provide hosting, service bureau, time sharing, outsourcing or other services on behalf of, or for the benefit of itself or any third parties; or, (vi) violate or cause the violation of any law, regulation, order, decree or judgment in connection with the use of any Services or any content or data utilized therewith.

2. Support for Hosted Services
A. Bumblebee will provide support for the Services according to the ”Support Level Policy” set forth in Exhibit C.

3. Deployment; Implementation; Professional Services
A. Certain Services may require that the parties agree to a SOW, which may include a timetable for delivery and other assumptions. Any timetable set forth in a SOW, Order or other project document is in the nature of a good faith estimate which is dependent on, among other factors, Customer’s provision of appropriate information, cooperation, assistance, and tasks, including those items which may be identified as the responsibility of Customer in a SOW.

B. Deliverables and Acceptance. Bumblebee will provide all Services in a professional and workmanlike manner and in accordance in all material respects with any and all descriptions or requirements expressly set forth in an applicable SOW. If deliverables are provided as part of the Services and those deliverables do not conform in all material respects to any applicable specifications and other requirements which are described in the applicable Order or SOW, Customer shall give Bumblebee written notification of the deficiency or non-conformance within thirty (30) days after delivery thereof.

Bumblebee then shall, within thirty (30) days of receipt of such written notification, use commercially reasonable efforts to either correct the deficiency or non-conformance or provide Customer with a plan for correcting the deficiency or non-conformance. Customer shall provide reasonable support and 10757 Randolph Street
Crown Point, IN 46307
[email protected] bumblebeebroadband.net
assistance requested by Bumblebee as reasonably necessary to discover the cause or a solution for the reported deficiency or non-conformance.

4. Use of Third Party Technology
A. In connection with the Services, software, technology, or services of third parties may be accessed and utilized by Bumblebee or by Customer, or the Services may enable Customer to interact with and/or utilize third party software or technology (collectively, “Third Party Technology”). By way of example, and not limitation, Third Party Technology would include third party products and services such as data hosting and storage services, support ticket management services, remote access software, and the like. Except as otherwise expressly provided below, Customer is solely responsible, and Bumblebee is not responsible or liable, in connection with Customer’s access to or use of any Third Party Technology and any terms associated therewith. To the extent that Bumblebee incorporates, embeds, or uses any Third Party Technology into or in connection with the Services such that the Third Party Technology is a core part of the Services (collectively, “Embedded Technology”), then such Embedded Technology shall be supported, and Customer shall have the right to use such Embedded Technology, to the same extent as the Services are supported and permitted to be used under this Agreement. Except as expressly provided above, no rights are granted by Bumblebee to Customer or its Authorized Users to use any Third Party Technology.

5. Fees and Payment Terms
A. Customer agrees to pay Bumblebee the fees in accordance with the pricing and payment schedule set forth in the applicable Order. All amounts shall be invoiced and paid in US dollars by ACH, wire, or (with an additional processing fee) credit or debit card. without setoff of any kind. Any amount not paid within ten (10) days of the date of each invoice shall be subject to an interest charge equal to the lesser of one and one-half percent (1.5%) per month or the maximum interest charge permissible under applicable law. Any charges not disputed by Customer in good faith within thirty (30) days of the receipt of an invoice therefore will be deemed approved and accepted by Customer. Customer shall be liable for all costs of collection, including, but not limited to, reasonable attorney’s fees and costs incurred by Bumblebee related thereto.

B. The total price of the currently active Order Form(s) will increase 6% annually on the date of anniversary.

C. The fees and general scope of the services purchased by Customer shall be as described in the applicable Order, which is incorporated in made part of this Agreement. Unless otherwise specifically provided in an Order, Bumblebee may increase fees effective on the first, and each subsequent, annual anniversary of each Order (including, by way of example, on each annual anniversary of a multi-year initial term) by providing at least sixty (60) days’ advance written notice to Customer of the increase, provided that any such increase shall not exceed the greater of six percent (6%) of the fees due for the immediately preceding year or the most recently-measured annual increase in the U.S.

Consumer Price Index for the immediately preceding annual period.

D. Expenses. In addition to the fees described above, all out-of-pocket expenses incurred by Bumblebee in connection with the Services which are pre-approved by Customer (including in an Order or a Statement of Work) shall be invoiced by Bumblebee at actual cost after the corresponding onsite Professional Services are completed.
10757 Randolph Street
Crown Point, IN 46307
[email protected] bumblebeebroadband.net
E. Taxes. Customer shall be responsible for the payment of, or reimbursement of Bumblebee for, any applicable present or future services, sales, use, excise, goods, property, value added or other taxes or duties levied against or upon the provision of Services (excluding taxes based upon Bumblebee’s net income). Upon request, Customer shall furnish to Bumblebee evidence of payment of any taxes payable by Customer. If Customer is exempt from the payment of any such taxes, Customer will provide Bumblebee with a valid tax exemption certificate authorized by the appropriate taxing authority.

6. Suspension of Services
A. Bumblebee may suspend or restrict access to the Services, in whole or in part, upon at least three (3) days’ prior written notice to Customer if: (a) Customer fails to timely pay an undisputed invoice; or, (b) Bumblebee reasonably believes that Customer has violated applicable law or regulation, or the continued access may cause Bumblebee to violate applicable law or regulation, which may have a potentially adverse effect on Bumblebee or its other clients.

B. Bumblebee may suspend or restrict access to the Services, in whole or in part, without notice to Customer if: (i) Bumblebee reasonably believes that it is necessary to protect the servers, systems, infrastructure, data, or information of Bumblebee or its respective third-party providers or other customers from a denial of service attack, security breach, introduction of a virus or other malware, ransomware attack, or potentially harmful event or act; (ii) requested or ordered by a law enforcement agency, government agency, or similar authority; (iii) if Bumblebee or Customer is threatened in writing or is sued for infringement or violation of any third party intellectual property right relating to the performance of the Services; or, (iv) Customer fails to promptly cooperate with Bumblebee to investigate suspected violations of this Agreement.

C. Upon removal, cessation or mitigation of the underlying cause for any of the above that occurs, Bumblebee will resume providing access to the affected Services. During any period of suspension under this Section 6, Customer’s payment obligations shall not be suspended.

7. Data Ownership, Use, Security, and Privacy
A. Ownership of Customer Data. “Customer Data” means all information Customer uploads to hosted software provided as part of the Services or to which Bumblebee has access in the performance of this Agreement. As between Customer and Bumblebee, Customer or its licensors shall own all Customer Data. Customer, and not Bumblebee, shall be solely responsible and liable for the content, accuracy or completeness of all Customer Data, and for any infringement by any Customer Data of third party intellectual property rights, and shall ensure that Bumblebee is not responsible or liable therefor. With respect to any Protected Health Information (as defined under HIPAA) the parties agree to comply with the Business Associate Agreement attached hereto as Exhibit D.

B. Bumblebee shall not use or disclose any Customer Data except: (a) as requested or permitted by Customer; (b) in connection with providing, facilitating, or supporting the Services or otherwise exercising rights or performing obligations under this Agreement (including, for example, by addressing technical and other issues related to the Services); (c) to the extent required, or permitted, by applicable laws or regulations; or, (d) as otherwise permitted under this Agreement.

C. Security of Personal Information.
10757 Randolph Street
Crown Point, IN 46307
[email protected] bumblebeebroadband.net
(i) To effect the purposes of an Order, Customer or an Authorized User may from time to time provide Bumblebee with certain personally identifiable information (Customer representing that it has secured all necessary right and consent to do so in each such instance) of Customer’s employees, patients, customers and the like (collectively, “Personal Information”, which includes Protected Health Information). (ii) Consistent with laws governing Personal Information which are applicable to Bumblebee’s performance of Services hereunder, Bumblebee shall maintain reasonable, industry-standard administrative, physical, and technical safeguards, and implement and maintain reasonable security practices and procedures, which are designed to protect Personal Information from unauthorized access, destruction, use, modification, and disclosure. Bumblebee shall not use or disclose Personal Information, except for the purposes for which it is permitted pursuant to this Agreement. Similarly, Customer agrees to comply with its responsibilities under laws and regulations governing Personal Information which are applicable to Customer. (iii) Customer shall maintain reasonable, appropriate administrative, physical, and technical safeguards designed to protect the security, confidentiality and integrity of its account IDs, passwords, and connectivity with the Services. Customer shall be solely responsible and liable, and shall ensure that Bumblebee is not responsible or liable, for account IDs or passwords which are disclosed by Customer or an Authorized User or those which are, through no fault of Bumblebee, lost, stolen, compromised, or used for malicious or unauthorized purposes, including in respect of all use of the Services through the use of such account information.

8. Customer Responsibilities.

A. Customer is required to:
(i) Allow the installation of software and hardware on Customer’s network as necessary to allow for the performance of the services contemplated in this Agreement; (ii) Provide configuration and proper ownership documentation as necessary for hardware and software; and,
(iii) Immediately alert Bumblebee Broadband concerning any third-party activity on Customer’s network or hardware, or addition by a third party of additional hardware or software to Customer’s systems.

B. In addition to its other responsibilities as set forth in this Agreement, Customer is solely responsible for and assumes all liability relating to (i) decisions about Customer’s computer and communications systems needed to access the Services; (ii) all purchases of any necessary hardware, software, services or licenses required by Customer to access and use the Services as contemplated in this Agreement; and (iii) provision and maintenance of all domains and URLs used by Customer and its Authorized Users to access the Services.

C. Customer and its Authorized Users shall comply with all applicable law and governmental regulation in their respective execution, delivery and performance of this Agreement and access and use of the Services.
10757 Randolph Street
Crown Point, IN 46307
[email protected] bumblebeebroadband.net
D. Customer represents and warrants, and shall ensure that it and all Authorized Users shall not: (i) use the Services, in whole or in part, to store, initiate or transmit material (including Customer Data) that is infringing, libelous, defamatory, abusive, harmful to minors, designed to cause annoyance, inconvenience or distress to any person; comprises unsolicited marketing (i.e.,spam), in violation of thirdparty privacy or property rights, or otherwise tortious or in violation of applicable law: (ii) interfere with, unreasonably burden, or disrupt the integrity or performance of the Services or third-party data or content contained therein; (iii) attempt to gain unauthorized access to the Services or its related systems or networks; (iv) provide the Services to third parties who are not Authorized Users, including, by resale, license, loan or lease; and, (v) without Bumblebee's prior written consent, imply or state, directly or indirectly, that Customer is affiliated with or endorsed by Bumblebee; or, publicize the existence of the Agreement, or any of its terms (subject to applicable open records laws and regulations). Customer will use commercially reasonable efforts to prevent and/or block any prohibited use, and will cooperate with Bumblebee to prevent or cease such use from continuing. Customer will notify Bumblebee immediately, in writing, if it knows or has reason to know that that the Services are being used in violation of the Agreement or applicable law, describing such violation(s), and the basis for such knowledge, and shall be solely responsible and liable, and shall ensure that Bumblebee, its officers, directors, representatives and its affiliates are not responsible or liable, for such violative use.

9. Term
A. This Agreement shall become effective on the effective date of the first Order entered into by Customer and Bumblebee and shall continue through the termination date of all Orders hereunder (the “Term”), unless terminated earlier in accordance with the provisions of this Agreement. The term of any Order shall be stated in the Order, provided however that unless otherwise provided in any Order, the term of each Order shall automatically renew for successive terms of equal duration to the initial term stated therein unless either Party provides written notice of its intent not to renew at least thirty (30) days prior to the expiration of the then-current term.

10. Termination
A. Termination for Cause. Either party may terminate this Agreement for cause if the other party commits a material breach of this Agreement (other than a failure of Customer to timely pay any fees owed) that remains uncured (if curable using commercially reasonable efforts) thirty (30) days after written notice of such breach is delivered to the other party.

B. Termination without Cause. Customer may terminate this Agreement without cause by providing thirty (30) days’ prior written notice to Bumblebee, provided that Customer shall pay Bumblebee within thirty (30) days of such termination the fees owed under the then-applicable Order Form(s) for the remainder of the applicable then-current Term(s).

C. Either Party may terminate this Agreement, effective immediately upon written notice, in the event that the other party: (i) makes a general assignment for the benefit of creditors; (ii) institutes proceedings seeking relief or reorganization under any laws relating to bankruptcy or insolvency and such proceeding is not dismissed within thirty (30) days of filing; or, (iii) has a court of competent jurisdiction appoint a receiver, liquidator or trustee over all or substantially all of such party’s property or provides for the liquidation of such Party’s property or business affairs. 10757 Randolph Street
Crown Point, IN 46307
[email protected] bumblebeebroadband.net
D. Termination of one Order does not automatically terminate this Agreement unless such Order is the only then-active Order.

E. If in the event that the contract is terminated for cause by either party Bumblebee shall agree to provide services in order to affect an orderly transition to another vendor selected by Customer for thirty (30) days after the agreed to termination date (or longer if agreed to by the parties). Such services would not be limited to normal and customary services indicated within the framework of this agreement.

11. Effect of Termination
A. Upon termination, subject to Section 12.A regarding Transition Services, Bumblebee shall cease providing the Services, and each party shall return or destroy, at the direction of the other party, all the other party’s Confidential Information in its possession. Additionally, Customer shall, within thirty (30) days, return to Bumblebee, at Customer’s expense and in good working order, any equipment provided by Bumblebee; and, if such equipment is not timely returned, Customer agrees to pay Bumblebee for the then-current replacement cost of such equipment.

B. Survival. In addition to any provisions which are expressly stated herein as surviving, the following provisions will survive any expiration or termination of this Agreement: 7 (Data Ownership, Use, Security, and Privacy), 11 (Effect of Termination), 12 (Transition Services), 14 (Limitation of Liability), 15 (Confidentiality), 16 (Data Security and Privacy), 17 (Intellectual Property), 20 (Nonsolicitation), 24 (Dispute Resolution), 25 (General).

12. Transition Services.

A. Transition Services. Upon termination of this Agreement, Bumblebee shall, upon Customer’s request if received by Bumblebee within thirty (30) days of the effective date of termination, and if Customer has paid all invoiced fees due up to the effective date of termination, provide reasonable Transition Services for up to sixty (60) days (at Customer’ option) to Customer (“Transition Period”), at Bumblebee’s then-current standard rates (in addition to the Fees then in effect for the Servicers). Such services shall comprise taking all reasonably necessary and appropriate actions to accomplish a complete, timely, and seamless transition from Bumblebee to Customer, or to any third party service providers designated by Customer, of the Services being terminated or expiring, without material interruption or adverse impact on the Services, the Service Levels, or any other services provided to Customer by third parties to another service provider or to Customer (collectively, “Transition Services”). Bumblebee shall invoice Customer monthly in advance for estimated fees for the Transition Services and Customer shall pay such invoice in advance of Transition Services being provided, with the understanding that the parties will reconcile any difference between estimated and actual fees at the end of the Transition Services period. During the Transition Period the terms of this Agreement shall continue to apply to the parties.

13. Indemnification
A. Indemnification by Bumblebee. Bumblebee shall defend, indemnify and hold Customer and Customer’s officers, directors, employees, and agents harmless from and against any and all third party claims, costs, damages, losses, liabilities and expenses (including reasonable attorneys' fees and costs incurred by Bumblebee in defending a covered claim) to the extent caused by (i) any negligence or willful misconduct of, or breach of this Agreement by Bumblebee; and/or (ii) the infringement by the 10757 Randolph Street
Crown Point, IN 46307
[email protected] bumblebeebroadband.net
Services, in their as-delivered, unaltered form, of any intellectual property rights of any third party; provided that Customer shall (a) promptly give written notice of such claim to Bumblebee; (b) give Bumblebee sole control of the defense and settlement of such claim; and (c) promptly provide to Bumblebee all available information and, at Bumblebee’s expense, assistance reasonably requested by Bumblebee in defending such claim. Bumblebee shall have no indemnification obligation, and Customer shall defend, indemnify and hold Bumblebee and its officers, directors, employees, attorneys and agents harmless from and against any and all third party claims arising from any alleged infringement of any third party intellectual property rights to the extent arising from the combination of any Services with any of Customer’s products, service, content, web service, hardware and/or business process(s). Bumblebee’s indemnification and related obligations to not apply to the extent due to the failure by Customer to incorporate any software updates that would have avoided the alleged infringement, provided Bumblebee offered such updates without charge not otherwise required under this Agreement B. Indemnification by Customer. Customer shall indemnify and hold Bumblebee, its licensor's and each such party's affiliates, officers, directors, employees, attorneys and agents harmless from and against any and all third-party claims, costs, damages, losses, liabilities and expenses (including attorneys' fees and costs) to the extent caused by: (i) any willful misconduct of Customer; (ii) the infringement by the Customer Data, and/or any Third Party Technology provided to Bumblebee or input into the Services by Customer or its Authorized Users, of the intellectual property rights of a third party; (iii) the nature, substance or content of the Customer Data (such as a defamation claim, an invasion of privacy claim, a claim arising from lack of consent to use the Customer Data, and/or other claims; or, (iv) Customer’s or its Authorized Users’ failure to access and use the Services in compliance with the restrictions or prohibitions set forth in this Agreement and/or applicable law and regulation; provided in any such case that Bumblebee (a) gives written notice of the claim promptly to Customer; (b) gives Customer sole control of the defense and settlement of the claim (provided that Customer may not settle or defend any claim unless Customer unconditionally release Bumblebee of all liability and such settlement does not affect Bumblebee’ business or Service); (c) provides to Customer all reasonably available information and assistance; and (d) has not compromised or settled such claim.

C. All indemnification obligations under this Section 13 shall be subject to the following requirements: (a) the indemnified party shall provide the indemnifying party with prompt written notice of claim; (b) the indemnified party shall permit the indemnifying party to assume and control the defense of any action upon the indemnifying party’s written acknowledgement of the obligation to indemnify (unlessin the option of counsel ofthe indemnified party,such assumption would result inmaterial conflict of interest); and (c) the indemnifying party shall not enter into any settlement or compromise of any claim without the indemnified party’s prior written consent, which shall not be unreasonably withheld. In addition,the indemnified partymay, atits own expense, participate in its defense of any claim. In the event that the indemnifying party assumes the defense of such a claim, the indemnifying party shall have no liability of attorney’s fees and costs incurred by the indemnified party.

14. Limitation of Liability
A. EXCEPT TO THE EXTENT EXPRESSLY PROHIBITED BY LAW, FOR ALL CLAIMS BY CUSTOMER, WHETHER SUCH CLAIMS ARE MADE IN CONTRACT, TORT, OR OTHERWISE, CUSTOMER’S POTENTIAL

RECOVERY SHALL BE LIMITED TO THE ACTUAL, DIRECT DAMAGES SUFFERED BY CUSTOMER UP TO THE ACTUAL AMOUNT PAID BY CUSTOMER TO BUMBLEBEE UNDER THE PARTICULAR APPLICABLE ORDER (I.E., 10757 Randolph Street
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THE ORDER GIVING RISE TO THE LIABILITY) DURING THE TWELVE (12) MONTHS IMMEDIATELY PRIOR TO THE INITIAL ASSERTION OF CLAIM(S) FOR THE SPECIFIC SERVICE(S) GIVING RISE TO SUCH CLAIM(S).

B. EXCEPT TO THE EXTENT EXPRESSLY PROHIBITED BY LAW, IN NO EVENT SHALL BUMBLEBEE

OR ITS SUPPLIERS, LICENSORS, SERVICE PROVIDERS, AND/OR SUBCONTRACTORS BE LIABLE FOR ANY

INDIRECT, INCIDENTAL, PUNITIVE, EXEMPLARY, SPECIAL OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT

NOT LIMITED TO, LOSS OF PROFIT OR COSTS OF SUBSTITUTE SERVICES) SUFFERED BY CUSTOMER,

HOWEVER CAUSED, REGARDLESS OF THE THEORY OF LIABILITY, WHETHER IN CONTRACT, TORT, PRODUCT

LIABILITY OR OTHERWISE, EVEN IF BUMBLEBEE HAS BEEN PREVIOUSLY ADVISED OF THE POSSIBILITY, OR

HAS CONSTRUCTIVE KNOWLEDGE, OF SUCH DAMAGES, AND NOTWITHSTANDING ANY FAILURE OF ESSENTIAL PURPOSE. EXCEPT AS EXPRESSLY SET FORTH IN THIS AGREEMENT, THIS AGREEMENT SHALL

NOT CONVEY UPON ANY THIRD PARTY ANY RIGHTS HEREUNDER, AND NO THIRD PARTY SHALL BE DEEMED A THIRD PARTY BENEFICIARY.

15. Confidentiality
A. In connection with the Services performed under this Agreement, the parties may have access to the other party’s Confidential Information. “Confidential Information” means non-public information that the disclosing party designates as being confidential or which under the circumstances surrounding disclosure ought to be treated as confidential and information received from others that the disclosing party is obligated to treat as confidential. Confidential Information includes, without limitation, information relating to the disclosing party’s software or hardware products which may include source code, data files, documentation, specifications, databases, networks, system design, file layouts, toll combinations and development methods, as well as, information relating to the disclosing party’s business or financial affairs, which may include business methods, marketing strategies, pricing, competitor information, product development strategies and methods, client lists and financial results. Confidential Information includes all tangible materials which contain Confidential Information whether written or printed documents, computer disks or tapes whether user or machine readable. The parties agree to maintain the confidentiality of the Confidential Information and to protect as a trade secret any portion of the other party’s Confidential Information by preventing any unauthorized copying, use, distribution, installation or transfer of possession of such information. Each party agrees to maintain at least the same procedures regarding Confidential Information that it maintains with respect to its own Confidential Information, but in no event less than a reasonable standard of care. Without limiting the generality of the foregoing, neither party shall permit any of its personnel to remove any proprietary or other Iegend or restrictive notice contained or included in any material provided by the disclosing party and the receiving party shall not permit its personnel to reproduce or copy any such material except as expressly authorized hereunder. A party’s Confidential Information may only be used by the other party in order to fulfill its obligations under this Agreement.

B. Exceptions. Confidential Information shall not include any information that: (a) is already known to the receiving party or its affiliates, to be free of any obligation to keep it confidential; (b) is or becomes publicly known through no wrongful act of the receiving party or its affiliates; (c) is received by the receiving party from a third party without any restriction on its confidentiality; (d) is independently developed by the receiving party or its affiliates; (e) is disclosed to third parties by the disclosing party without any obligation of confidentiality; or (I) is approved for the release by prior written authorization of the disclosing party.
10757 Randolph Street
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C. Survival of Obligations. The obligations of this Section 15 shall survive any expiration or termination of this Agreement.

16. Data Security and Privacy
A. Data Security and Privacy. Bumblebee acknowledges that Customer Data is subject to Privacy Laws. In addition to its other obligations under this Agreement, Bumblebee shall comply with all applicable Laws (including Privacy Laws) with respect to Customer Data and the Services. Bumblebee also shall hold any Personal Data that it receives in confidence and in compliance with (i) Bumblebee’s obligations under this Agreement, and (ii) the global data privacy policies of any self-regulatory organizations that are applicable to Bumblebee in its role as a third party vendor in relation to Customer Data. In addition, and without limiting the foregoing, Bumblebee shall provide Customer with all assistance as Customer may reasonably require to fulfill the responsibilities of Customer under all of the foregoing in this paragraph.

B. At all times during the Term, Bumblebee shall provide all Services, use all resources related thereto, and use, operate, support, and maintain the Systems, in accordance with the Data Protection Addendum (“DPA”) set forth in Exhibit E. The DPA may be modified from time to time as set forth in this Section 16.B. The Data Security Requirements set forth the minimum requirements Bumblebee is required to maintain with regard to Customer Data received or accessed from Customer.

The Parties understand and agree that information security threats come from a wide range of sources and are continually developing and the best security measures cannot guarantee the absolute prevention of information security threats; the Parties therefore agree to review the security measures regularly and additional information security measures may be required. At Customer’s election, Bumblebee shall also cause all Subcontractors to execute a comparable data protection agreement with requirements no less protective of Customer than those in the DPA. The duration of the obligations for the processing of all Personal Data under the DPA executed in connection with this Agreement shall be the same as the Term of this Agreement. With respect to Personal Data, if there is a conflict between DPA on the one hand, and the terms of this Agreement and any other Exhibit on the other hand, the DPA shall control to the extent of any conflict.

C. CPRA Certification. Bumblebee certifies that it understands its data privacy obligations as a contractor or service provider (as set forth in the California Privacy Rights Act of 2020) under this Agreement and the CPRA, including the restrictions and prohibitions on selling (as that term is defined under the CPRA) Personal Data and retaining, using, or disclosing Personal Data for any purpose other than for the specific purpose of performing the Services specified in the Agreement or outside of the Parties’ direct business relationship, and Bumblebee certifies it will comply with such restrictions and prohibitions.

D. Bumblebee shall also comply with Privacy Laws in jurisdictions that affect Services or Personal Data, whether such Laws are in place as of the Effective Date or are enacted, adopted or otherwise come into effect during the Term. Bumblebee and Customer agree to cooperate to enter into any appropriate agreements relating to such new or amended Laws as and when they apply, including data processing agreements between Bumblebee.

E. Limitations on Use. Bumblebee agrees that Bumblebee and Bumblebee Personnel shall not use Personal Data for any purpose or to any extent other than as necessary to fulfill Bumblebee’s 10757 Randolph Street
Crown Point, IN 46307
[email protected] bumblebeebroadband.net
obligations under this Agreement. Bumblebee shall not (and shall cause Bumblebee Personnel to not) process, use, store, disclose, transfer or disseminate Personal Data without the prior written approval of Customer unless expressly provided for in this Agreement. Bumblebee shall take appropriate action to ensure that Bumblebee Personnel having access to Personal Data are advised of the terms of this Section 16 and trained regarding their handling of Personal Data. All such Bumblebee Personnel’s access to Personal Data must be governed by a nondisclosure agreement that prohibits such Bumblebee Personnel from using, disclosing or copying Personal Data for any purpose except as required for the performance of this Agreement.

17. Intellectual Property
A. Without limiting Customer’s ownership of the Customer Materials, Bumblebee and its licensors shall own all right, title, and interest in and to the Services (including the underlying software and all application program interfaces (“APIs”) provided or made available by Bumblebee) and all documentation, materials, work product and deliverables resulting from or related to the Services (including in each case all enhancements, modifications, updates, upgrades and derivative works thereof and all intellectual property rights in any of the foregoing). Any enhancements, modifications, derivative works or any other intellectual property created directly or indirectly using or referring to the Services or components thereof, whether created solely by Customer or a third party on behalf of Customer, or jointly by Customer and Bumblebee or a third party on either party’s behalf, shall belong exclusively to Bumblebee, and Customer hereby irrevocably assigns all rights therein (including without limitation, all patent, copyright, trademark, trade secret and moral rights) to Bumblebee. In the event that Customer or any of its users submit any ideas, suggestions, proposed enhancements, or other feedback relating to the SaaS Services (collectively, “Feedback”), Bumblebee shall automatically own such Feedback without compensation to Customer and Customer agrees to and does hereby irrevocably assigns all rights in such Feedback to Bumblebee.

18. Right to Engage in Other Activities
A. Customer acknowledges and agreesthat nothing in thisAgreement will impair Bumblebee ’sright to perform services or acquire, license,market, distribute, develop foritselforothers or have others develop for Bumblebee similar technology performing the same or similar functions as the technology and Services contemplated by this Agreement

19. Independent Contractor
A. The Parties are independent contractors and will have no power or authority to assume or create any obligation or responsibility on behalf of each other. This Agreement will not be construed to create or imply any partnership, agency or joint venture, association, or other form of agency relationship between the Parties. A Party and its respective personnel shall not be eligible to participate in any employee welfare or other benefit plans, however characterized, which may be maintained by the other Party. Each Party agrees to assume all responsibility and liability for any and all federal and state employers’ liability, workers’ compensation, social security and unemployment insurance requirements with respect to its respective personnel. Each Party agrees to pay and report (or require to be paid and reported) all federal, state and local income, employment and payroll withholding taxes and other governmental taxes or charges for its respective personnel, including, without limitation, federal and state income tax withholding, FICA, FUTA and state payroll taxes, as may be applicable. 10757 Randolph Street
Crown Point, IN 46307
[email protected] bumblebeebroadband.net

20. Nonsolicitation
A. Customer agrees that during the Term of this Agreement and for a period of two (2) years following any expiration or termination of this Agreement, Customer will not directly or indirectly, on its own behalf or in the service or on behalf of others, solicit, recruit or hire, or attempt to recruit or hire, directly or by assisting others, any employee of Bumblebee. Nothing in this Section 20 shall be construed to prohibit a party from hiring or engaging an employee or independent contractor of the other party who has responded to a published advertisement for employment or engagement not specifically directed at that employee or independent contractor, so long as there was no other prior contact with such employee or independent contractor by Customer (directly or indirectly) related to such solicitation. The obligations of this Section 20 shall survive any expiration or termination of this Agreement.

21. Compliance with Laws
A. Each party agrees to comply with all applicable laws and regulations with respect to its activities hereunder, including but not limited to any export laws and regulations of the United States.

22. Subcontractors
A. Bumblebee may subcontract any of the Services to be performed under this Agreement without the prior written consent of Customer provided that Bumblebee (i) remains fully responsible for the performance of the subcontractor as if Bumblebee had itself performed the Services; (ii) will provide in its agreements with subcontractors such written provisions as are sufficient to enable Bumblebee to comply with the provisions of this Agreement; (iii) remains the sole point of contact for Customer; and (iv) will be solely responsible for the payment of all subcontractors Bumblebee engages.

23. Force Majeure
A. A “Force Majeure Event” means a cause or event beyond the reasonable control of the party claiming delay of performance, including, but not limited to, (i) labor disputes, strikes, or lockouts (but excluding nonunion labor shortage or disputes), or labor unavailability or workplace closure or restrictions as required or recommended by government or agency due to pandemic, epidemic, or other widespread health emergency (e.g., viruses or other diseases, such as, but not limited to, COVID-19, SARS, etc.); (ii) riots, war, acts of terrorism, or other civil disturbance; (iii) fire, flood, earthquake, tornado, hurricane, snow, ice, lightning, or other natural disasters, elements of nature or acts of God, (iv) outages, cable cuts, power crisis shortages, infrastructure outages or failures, internet failures, interruption or failure of telecommunications carriers or digital transmission links, network congestion, computer equipment failures, telecommunication equipment or other equipment failures, electrical power failures, loss of or fluctuations in heat, light, or air conditioning, all of the foregoing in this Subsection (iv) being of or due to third party providers or utility service providers; (v) acts of computer, system, or network sabotage or file lockup (e.g., ransomware attack), DDOS or other network attacks, intrusion, or other failures not arising out of a breach of Bumblebee’s data security obligations set forth in this Agreement; (vi) any law, order, regulation, direction, action or request of the United States, state or local governmental agency, department, commission, court, bureau, corporation or other instrumentality of any one or more of such instrumentality, or of any civil or military authority, or national emergencies, including imposing an embargo, export or import restriction, quota or other restriction or prohibition or any complete or partial government shutdown; (vii) change in law or regulation making performance impracticable without having material impact on such party’s ability to perform under this Agreement 10757 Randolph Street
Crown Point, IN 46307
[email protected] bumblebeebroadband.net
without material increase in cost, resources, or time; or, (viii) national or regional shortage of adequate power or telecommunications or transportation; or, (ix) supply chain interruption due to any of the foregoing.

B. With the exception of the payment of monies owed, if by reason of a Force Majeure Event, either party is unable to perform in whole or in part its obligations as set forth in this Agreement, then such party shall be relieved of those obligations to the extent it is so unable to perform and such inability to perform shall not make such party liable to the other party. A party shall promptly notify the other party in the event of a Force Majeure Event affecting the party’s ability to perform. Neither party shall be liable for any loss, injury, delays or damages suffered or incurred by the other party due to a Force Majeure Event. In the event a Force Majeure Event occurs whereby the affected party is unable to perform in whole or in part its obligations as set forth in this Agreement for a period of thirty (30) consecutive days, the other party shall have the right to terminate this Agreement without termination liability, other than for fees due up to the date of termination.

24. Dispute Resolution
A. Bumblebee and Customer will attempt in good faith to resolve any dispute. Each party will designate an officer or senior level management executive with decision making authority (collectively, an “Executive”) with the responsibility and the authority to resolve the dispute. These Executives will meet or hold a telephone conference call within thirty (30) days after the request to identify the scope of the dispute and the information needed to discuss and attempt to resolve such dispute. These Executives will then gather relevant information regarding the dispute and will meet or hold a telephone conference call promptly to discuss the issues and to negotiate in good faith to resolve that issue. In the event the parties are unable to resolve the dispute within sixty (60) days after the specific meeting of the designated Executives as specified above (or such longer time as the parties agree), then the dispute shall be resolved by mandatory arbitration, which may be submitted by either party. Such arbitration will be conducted at a location to be mutually agreed to by the parties, or in the absence of such agreement, in Indianapolis, Indiana, in accordance with the commercial rules (“Rules”) then in effect of the American Arbitration Association by one (1) arbitrator appointed in accordance with such rules.

The award rendered by the arbitrator will be final and binding, and judgment may be entered upon it in any court having jurisdiction thereof. In the event the arbitrator determines that either party fails to resolve any dispute in good faith, the arbitrator may award (in any amount deemed appropriate by the arbitrator) the prevailing party its costs and expenses of arbitration, including filing fees and attorneys, accountants, and experts fees. All aspects of the arbitration shall be treated as confidential, as provided in the Rules. Before making any disclosure permitted by the Rules, a Party shall give written notice to the other party and afford such Party a reasonable opportunity to protect its interests. Each Party shall bear its own costs in the arbitration; however, the Parties shall share the fees and expenses of the arbitrator equally.

B. The arbitrator(s) will have no authority to award attorneys’ fees, punitive damages, or any other monetary relief not measured by the prevailing party’s actual damages. The arbitrator(s) will not make any ruling, finding, or award that does not otherwise conform to the terms and conditions of this Agreement. The arbitrator(s) may render a summary disposition relative to all or some of the issues, provided that the responding party has had an adequate opportunity to respond to any such application for such disposition.
10757 Randolph Street
Crown Point, IN 46307
[email protected] bumblebeebroadband.net
C. Exceptions to Arbitration Requirement. Notwithstanding the foregoing, either party may apply to any court of competent jurisdiction for a temporary restraining order, preliminary injunction, or other interim or conservatory relief, as necessary, without breach of this arbitration agreement and without any abridgment of the powers of the arbitrator.

25. General
A. Governing Law. This Agreement shall be governed by and construed in accordance with the laws of the State of Indiana, without reference to conflict of laws principles. Customer hereby irrevocably consents to the jurisdiction and venue of the state courts of the State of Indiana and U.S.

District Court for the Northern District of Indiana.

B. Assignment. Customer may not assign, transfer, or convey (whether by contract, merger, or operation of law) (collectively referred to in this Section 25.B as “assign” or its variants) any of its rights or obligations under this Agreement to any third party without Bumblebee’s prior written consent (which consent shall not be unreasonably withheld), provided that no consent is required in the event of a merger, acquisition, or sale of all or a controlling interest in Customer’s equity, assets or business, provided that Customer’s assignee agrees to assumes in writing all of Customer’s obligations under this Agreement. Any attempted assignment in violation of the foregoing will be of no power or effect. Allterms and provisions of this Agreement shall be binding upon and inure to the benefit of the parties hereto and their respective permitted transferees, successors and assigns.

C. Notices. Customer consents to receive mail and electronic communications (email, text/SMS and by telephone) from Bumblebee and/or by posting the Communications on Bumblebee’s website (e.g., by posting notices on Customer’s account profile page) concerning information and/or our Services (collectively, “Communications”). Communications may be those required to send to you by law concerning, your account or the Services (“Required Communications”), e.g., notices regarding data privacy or security. The Communications may also be those that Bumblebee send to Customer for other reasons. Customer may change the email on file for its account by visiting Customer’s account profile page or by contacting Bumblebee. Any notices sent by Customer shall be in writing and shall be (1) delivered by hand; (2) sent by U.S. post office or nationally recognized overnight courier, in either case with a return receipt or signature confirmation with tracking; or (3) sent via email; in the case of (1), (2), or (3) to Bumblebee’s address as follows: 10996 Four Seasons Place, 100A, Crown Point, Indiana 46307; email: _________________. A notice will be deemed received if delivered (1) by hand, upon written confirmation of receipt; (2) by U.S. post office or nationally recognized overnight courier, at the time of delivery; or, (3) by verifiable, non-automated confirmation email, upon a reply by the recipient to the original message.

D. Agreement. This Agreement and all Exhibits attached hereto and all Order Forms entered into during this Agreement constitute the entire agreement among the parties pertaining to the subject matter hereof and supersedes all prior and contemporaneous agreements, understandings, negotiations and discussions, whether oral or written, of the parties. Other than as expressly provided for otherwise herein, this Agreement may be amended by the parties only in writing signed by each party. Any language or provisions contained on Bumblebee’s website (other than those expressly stated in this Agreement document), invoice, product schedule, or contained in any shrinkwrap or clickwrap agreement, will be of no force and effect and will not supersede, modify or amend this Agreement. The section headings are 10757 Randolph Street
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[email protected] bumblebeebroadband.net
not to be considered part of this Agreement and are included solely for convenience and are not intended to be full or accurate descriptions of the contents thereof. The background recitals form a material part of this Agreement. The waiver of any term or condition of this Agreement in any one instance shall not operate as a continuing waiver of such term or condition or as a waiver of any other term of condition.

The provisions of this Agreement are severable, and in the event that any one or more provisions are deemed illegal or unenforceable, the remaining provisions shall remain in full force and effect. This Agreement may be executed simultaneously in any number of counterparts, each of which shall be deemed an original, but all of which together shall constitute one and the same instrument. Any signature hereto delivered by a party by facsimile, electronic mail, or any other electronic transmission shall be deemed an original signature hereto. As each party had an opportunity for its counsel to review this Agreement, there shall be no application of any rule of construction against the drafter.

E. Duplicate Counterparts. This Agreement may be executed in separate counterparts, each of which shall be deemed an original, and all of which together shall constitute one agreement. A signed copy of this Agreement delivered by facsimile, email or other means of electronic transmission (to which a PDF or other image file format copy is attached) shall be deemed to have the same legal effect as delivery of an original signed copy of this Agreement
IN WITNESS WHEREOF, each party has executed this Agreement below by its authorized representative as of the Effective Date.

Bumblebee Broadband LLC ENTER COMPANY NAME
______________________________________
Signed
______________________________________
Signed
______________________________________
Print Name
______________________________________
Print Name
______________________________________
Print Title
______________________________________
Print Title
20563096_10.docx rev. 9/3/21
Exhibit List:

Exhibit A: Description of Available Services
Exhibit B: Pricing
Exhibit C: Support Level Policy
Exhibit D: Business Associate Agreement
Exhibit E: Data Processing Addendum
10757 Randolph Street
Crown Point, IN 46307
[email protected] bumblebeebroadband.net

EXHIBIT A
Description of Available Services
Desktop and Server Management
Bumblebee Managed desktop and server services provides a consistent cost for all of your support, maintainance and upgrades. You provide the hardware and we take care of the configuration and management.

As part of this service, Bumblebee Broadband install, antivirus, and monitoring software on all managed computers. All computer updates will be scheduled during maintainance window between 11PM and 4AM CST.

All managed desktops will have disk encryption enabled, and users are provide unlimited remote desktop support via the Bumblebee Broadband service desk and the remote desktop agent installed as a part of this service.

Managed Network Services
Managed network services includes the configuration and technical support for customer owned firewalls, switches, routers, and wifi access points, VPN and Internet access connections. The Customer is responsible for payment to Internet Service Providers to maintain connectivity through equipment managed by Bumblebee.

Procurement and management of up to date licenses, activation keys, codes, and hardware maintainance agreements are the responsibility of the Customer, and Bumblebee will provide technical expertise and interface with hardware vendor to resolve support issues. All costs related to hardware or software that is no longer supported by the vendor is the sole responsibility of the vendor.

Data Protection
Bumblebee provides cloud based data backup and retention services billed on a per gb basis at rates defined in Exhibit B. Critical data on servers and designated workstations is backed up and retained in the cloud repository.

On-site Services
On-site services are provided as needed, when remote support is not possible due to hardware failure or operations related to critical site outages. Services are billed hourly at the rate defined in Exhibit B Cloud Services
Bumblebee provides the management and configuration of email, collaboration, and office productivity application, and VoIP solutions. Licenses, support and maintainenance contracts and all other vendor agreements related to these services are the sole responsibility of the Customer. Administrative access shall be provided to Bumblebee as needed to maintain and support the technical configuration of services.

For all services, fees do not include the cost of new or replacement hardware, software, cabling or other equipment that may be required to perform the services under this agreement. Customer will be quoted a price for new or replacement equipment prior to installation, and will sign a statement of work and therefore be billed separately.
10757 Randolph Street
Crown Point, IN 46307
[email protected] bumblebeebroadband.net

EXHIBIT B

PRICING
The pricing set forth in this Exhibit B is as of the Effective Date of the Agreement. Bumblebee may adjust pricing at any time by providing prior notice to Customer, provided that pricing for a given Order shall not change during the then-current term of such Order.

Managed IT services are provided per managed device. During the term of the given Order, the monthly amount will be adjusted as Customer adds and removes devices from the network. Monthly reports will be provided to Customer to reflect number of managed devices.

Onsite services are provided as needed when remote support is not possible, and is billed at the hourly define in the table below
Service Rates
Service Cost Per Unit Term
Managed Servers $495/monthly 1 year
Managed Desktops $94/monthly 1 year
Network Management Varies by network
size
1 year
Cloud Services Varies by license Month To Month
On Site Services $140/hourly On demand
Remote Project/Consulting Services $70/hourly On demand Computer Setup/Deployment $100/device Per Device
Beginning on the Effective Date of the Order, Customer will be billed the Monthly Recurring Costs and addition incurred costs according to the above-stated payment schedule in advance for applicable fees. 10757 Randolph Street
Crown Point, IN 46307
[email protected] bumblebeebroadband.net

EXHIBIT C

SUPPORT LEVEL POLICY
Support Hours
Bumblebee provides remote support services on a 24/7 basis, 365 days a year. End users must contact the service desk via phone or email to establish a support ticket which will be tracked to resolution. Incoming calls and emails to the servicedesk are answered in person and via email. All are subject to response times outlined below.

Response Times
The customer is given the ability to indicate the priority of all issues reported by phone or using the online trouble ticket system. Our target response time is as follows:
i. Emergency Priority — 1-hour response
ii. High priority — 4-hour response
iii. Normal priority — 24-hour response
iv. Low priority — 5-day response
Priority Definitions
Emergency Priority
Emergency priority is defined as any full site or system outage that impacts all users at a physical location such as an Internet outage or critical network component failure such as a firewall, switch or central server.

High Priority
High priority is defined as any outage that impacts 5 or more users. This includes local router, switch, or wifi connectivity.

Normal Priority
Normal Priority is defined as any technical issue that impacts one user, does not impact other users technology, and may be isolated to a single workstation, device, or end user.

Low Priority
Low priority is defined as any issue that does not immediately hinder any workflow or business process and includes new equipment requests and account setups.

Escalation Policy
Unless it is immediately clear that an issue requires on-site service, Bumblebee Broadband will treat each issue as a remote service call. Should Bumblebee Broadband be unable to resolve the issue remotely within a reasonable period of time, a technician will be dispatched according to the response times described above. On-site hours will be billed accordingly.
10757 Randolph Street
Crown Point, IN 46307
[email protected] bumblebeebroadband.net

EXHIBIT D

BUSINESS ASSOCIATE AGREEMENT
10757 Randolph Street
Crown Point, IN 46307
[email protected] bumblebeebroadband.net

EXHIBIT E

DATA PROTECTION ADDENDUM
Docusign Envelope ID: BF6B0B60-4AA6-8583-83E9-9F64DCE0B8ED RFP DUE DATE: MAY 29, 2025 BY 4:30 PM PDT
Response to Request for Proposals
Information Technology Services
SUB IT ED 0:

Monica Cisneros
Deputy City Clerk
City of Livingston
Email: [email protected]

PARTNERS IP NETWORK
SUBMITTED BY:

BuzzClan, LLC
Sachin Jain I CTO
5 Cowboys Way, Suite 300
Frisco, TX 75034
Phone: 469-251-2899
Email: [email protected]
d
Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
2 TABLE OF CONTENTS

1. GENERAL COMPANY INFORMATION................................................................................................. 3

2. REFERENCES .........................................................................................................................................5

3. STAFFING...............................................................................................................................................8

4. SECURITY...............................................................................................................................................18

5. SERVICES...............................................................................................................................................28

6. MONITORING.......................................................................................................................................62

7. MANAGEMENT.....................................................................................................................................67

8. DOCUMENTATION, RECORD KEEPING AND REPORTING...........................................................75

9. FEES ...................................................................................................................................................... 83

10. OPTIONAL FEES................................................................................................................................ 85

11. TRANSITION....................................................................................................................................... 86

12. MISCELLANEOUS............................................................................................................................ 90 APPENDIX - SECURITY CERTIFICATIONS .........................................................................................112 Cowboys Way, Suite 300, Frisco TX 75034
3 Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
a. Provide an overview of your company, including:
i. The year your company was started and the number of years providing managed IT services and help desk support.
ii. Number of customers and average size of customers’ organizations iii. Number of employees
iv. Background and history
v. Office locations

1. GENERAL COMPANY INFORMATION
BuzzClan is a Texas-certified Minority and Women-Owned Small Business Enterprise founded in 2013. The company has over 13 years of experience providing managed IT services, cybersecurity services, infrastructure support, cloud consulting, and 24/7 help desk operations for public and private sector organizations across North America. BuzzClan has successfully supported over 200 clients, including government agencies, healthcare organizations, educational institutions, and commercial enterprises with distributed and mission-critical IT environments.

The company specializes in delivering secure and scalable managed IT services, including network management, cybersecurity monitoring, penetration testing, disaster recovery, patch management, software support, end-user support, cloud services, and telecommunications support. Through its partnership with EGA Group LLC, BuzzClan also provides specialized VoIP and unified communications services, including VoIP system design, deployment, administration, maintenance, troubleshooting, and ongoing operational support. This partnership enables BuzzClan to deliver comprehensive voice communication solutions that are secure, scalable, highly available, and aligned with organizational operational requirements. BuzzClan supports organizations ranging from small businesses to large enterprises with environments typically ranging from 50 to 50,000 users.

Category Details
Company Name BuzzClan, LLC
Year Established 2013
Years Providing Managed IT
Services and Help Desk Support Over 13 years
Number of Customers Over 200 clients across the public and private sectors Average Customer Size Organizationsranging from 50 to 1,500 users Number of Employees More than 500 professionals
Headquarters Frisco, Texas
BuzzClan employs more than 500 highly qualified professionals, including engineers, cybersecurity analysts, project managers, cloud architects, help desk specialists, and telecommunications experts. The company’s technical staff holds industry-recognized Cowboys Way, Suite 300, Frisco TX 75034
4 Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
b. Are there any lawsuits, judgments or liens pending against your organization as a result of services provided by your company and/or that would negatively impact your company’s ability to provide managed IT services to the City?
c. Is your company currently under investigation by any entity? If yes, include an explanation.

Yes No
certifications, including PMP, AWS, Microsoft Azure, CISSP, CEH, OSCP, and other technology-specific credentials. BuzzClan maintains a strong focus on operational excellence, security, and client satisfaction, supported by SOC 2 Type II, CMMI DEV Level 3, and ISO 9001:2015 certifications.

EGA Group LLC serves as BuzzClan’s strategic telecommunications and VoIP services partner(Subcontractor), bringing expertise in unified communications, network infrastructure, VoIP telephony systems, and managed communication services. Together, BuzzClan and EGA Group provide end-to-end IT and communications support, ensuring clients receive integrated technology solutions from a single coordinated team.

BuzzClan’s headquarters in Frisco, Texas, serves as the primary operational center for managed IT services, cybersecurity operations, telecommunications coordination, and client support activities, enabling the company to deliver responsive, reliable, and secure services to organizations throughout North America.

No, we confirm that there are no lawsuits, judgments, or liens pending against our company that would negatively impact our ability to successfully provide managed IT services to the City.

No. BuzzClan is not currently under investigation by any governmental, regulatory, or other entity.

Cowboys Way, Suite 300, Frisco TX 75034
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[email protected]
www.buzzclan.com
a. Provide contact information (and the number of years your organization has provided managed IT and help desk services) for four references, as follows:

1. The organization your company has supported for the longest period of time.

2. A nonprofit or other organization with approximately 30 employees.

3. An organization with IT infrastructure, including Terminal Server for remote access, and support requirements comparable to the City.

4. A client whom you recently started supporting (since January 1, 2014).

2. REFERENCES
BuzzClan has successfully delivered managed IT services, infrastructure support, help desk operations, and enterprise technology solutions for clients across commercial and government sectors. The following references demonstrate our experience supporting organizations with varying operational sizes, infrastructure complexity, remote access requirements, and long-term service engagements.

Reference #1
Requirement Longest Supported Organization
Client Name Oldcastle BuildingEnvelope
Contact Person Manneet Singh
Duration of Support April 2023 – Ongoing (3+ Years)
Contact Information Email: [email protected]
Phone: 817-701-6488
Environment/
Relevance
Provides enterprise managed IT services, end-user support, infrastructure management, and ongoing operationalsupport across distributed business environments.

Reference #2
Requirement Organization with Comparable IT Infrastructure and Remote Access Requirements
Client Name MoneyGram
Contact Person Debjit Saha
Duration of Support February 2024 – Ongoing (2+ Years)
Contact Information Email: [email protected] Phone: 314-420-6670 Environment/
Relevance
Supports enterprise-grade infrastructure, remote access environments, usersupport operations, and security-focused IT services comparable to municipal support requirements.

Cowboys Way, Suite 300, Frisco TX 75034
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[email protected]
www.buzzclan.com
b. Provide contact information for two vendor references with an annual obligation of $48,000 or higher.

Reference #3 (Subcontractor’s Reference - EGA Group LLC) Requirement Recently Started Client Support
Client Name City of San Diego – Public Utilities Department Contact Person Chris Bennett, Deputy Director
Duration of Support March 2024 – Ongoing (1+ Year)
Contact Information Email: [email protected] Phone: N/A Environment/
Relevance
Provided network services and call center support for the City of San Diego Public Utilities Department, including operational support, service delivery management, and enterprise IT support services within a government environment.

Reference #4
Requirement Organization with Approximately 30 Employees Client Name Genpact
Contact Person Mayur Dave
Duration of Support March 2024 – Ongoing (2+ Years)
Contact Information Email: [email protected] Phone: 909-387-2464 Environment/
Relevance
Delivers managed IT support and responsive help desk services for a mid-sized operational team with day-to-day technology support requirements.

These references demonstrate BuzzClan’s ability to provide scalable, responsive, and secure managed IT services across public sector and commercial environments. Our experience includes supporting organizations with distributed infrastructure, remote access environments, government operations, and ongoing end-user support requirements similar to those outlined in the RFP.

BuzzClan maintains long-term partnerships with clients involving annual managed IT service engagements exceeding $48,000. The following references reflect our ability to consistently deliver high-quality technology support, infrastructure management, and responsive service delivery within enterprise environments.

Cowboys Way, Suite 300, Frisco TX 75034
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[email protected]
www.buzzclan.com
c. Provide a list of your company’s technology partners.

Vendor / Client Contact
Person Duration Contact Information Annual Engagement
Oldcastle
BuildingEnvelope
Manneet
Singh
April 2023
– Ongoing
Email:

[email protected]
Phone: 817-701-6488
Annual managed IT
services engagement
exceeding $48,000,
including infrastructure
support, user support,
and operational IT
management.

MoneyGram Debjit
Saha
July 2024
– Ongoing
Email:
[email protected]
Phone: 314-420-6670
Annual managed IT and
help desk support
services engagement
exceeding $48,000 with
enterprise-level
operational and
infrastructure support
responsibilities.

The above vendor references demonstrate BuzzClan’s proven capability to manage and sustain long-term managed services engagements with significant annual contract value.

Our consistent delivery model, technical expertise, and customer-focused support approach enable us to maintain trusted relationships with enterprise and government clients requiring reliable and scalable IT support services.

BuzzClan maintains strategic partnerships and certifications with leading Tier-1 cloud, software, and hardware providers to support secure, scalable, and enterprise-grade technology solutions for its clients.

Technology Partner Category Strategic Technology Partners Cloud & Infrastructure Providers Amazon, Google, Microsoft Enterprise Software Providers Oracle, Atlassian
Technology Partnership Status
Certified partner for Tier-1 cloud, software,
and hardware providers supporting
enterprise IT operations, cloud services,
infrastructure modernization, collaboration
platforms, and managed IT services.

Cowboys Way, Suite 300, Frisco TX 75034
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[email protected]
www.buzzclan.com
a. Provide an organizational chart of your company that reflects reporting relationships.

3. STAFFING
BuzzClan maintains a structured organizational model designed to support efficient executive oversight, operational accountability, client engagement, service delivery management, and technical excellence across managed IT services, cloud operations, cybersecurity, staffing, and infrastructure support services. The organization is structured to provide clear reporting relationships between executive leadership, operational management, service delivery teams, technical subject matter experts, and client support functions. At the executive level, BuzzClan’s organizational structure is led by the Chief Executive Officer, President, and Chief Technology Officer, who collectively oversee corporate strategy, operational governance, technology direction, business growth, and service excellence initiatives. These leadership roles provide executive oversight for all service delivery, client engagement, technical operations, and organizational management activities. Directly supporting executive leadership are operational and service delivery leaders responsible for client success management, sourcing and staffing operations, cloud infrastructure services, digital transformation initiatives, quality assurance, and enterprise technology delivery. These leadership functions ensure alignment between client requirements, operational performance, resource planning, and technical service execution.

The client success and operational management structure includes account representatives, sourcing managers, account leads, and operational directors who manage client relationships, service coordination, staffing operations, resource allocation, and ongoing support engagement activities. This structure ensures consistent communication, operational accountability, and responsiveness across all client engagements.

The service delivery organization includes leadership responsible for cloud infrastructure services, data engineering, digital transformation, quality assurance, and technical operations management. These teams oversee infrastructure support, cloud operations, cybersecurity services, enterprise application support, systems engineering, and strategic technology initiatives delivered to clients. BuzzClan also maintains specialized technical teams consisting of Subject Matter Experts (SMEs), infrastructure engineers, systems administrators, cloud specialists, cybersecurity professionals, and technical consultants who provide advanced technical support, operational escalation, architecture guidance, and project implementation services. The organizational structure further includes dedicated corporate support functions such as Human Resources, Accounting, Employee Care, and IT Support operations that support internal governance, employee development, operational continuity, and enterprise business operations.

In addition, BuzzClan operates through Talent Delivery Centers (TDCs), recruitment teams, and vetted subcontractor partnerships that support staffing scalability, workforce Cowboys Way, Suite 300, Frisco TX 75034
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[email protected]
www.buzzclan.com
b. Describe all staff that will support the City, including executive, project, help desk support, system administrators, engineers and account staff. management, specialized technical resourcing, and project delivery requirements across client environments.

Figure 1: Organizational Structure.

BuzzClan will provide the City with a dedicated team of experienced management, infrastructure, cloud, cybersecurity, and end-user support professionals to ensure reliable and responsive managed IT services across all City departments and locations. The proposed staffing structure is designed to support the City’s operational requirements for 24/7 monitoring, help desk operations, infrastructure administration, network security, Microsoft systems support, cloud services, backup management, virtualization, VoIP support, and project coordination. The City’s support team will include executive leadership, project management personnel, help desk specialists, infrastructure administrators, cloud engineers, and senior engineering resources. BuzzClan’s staffing approach ensures that the City receives both day-to-day operational support and access to senior-level technical expertise for escalations, strategic guidance, and infrastructure optimization.

Role Responsibilities Support Functions
Project Manager
Serve as the primary point of contact for the City
and oversee service delivery coordination, reporting,
SLA management, escalation handling, operational
meetings, project planning, and communication
management.

Account management
and operational
coordination
Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
10 c. Describe your annual staff retention rate during the past three years.

Help Desk Support
Specialists
Provide Tier-1 and Tier-2 technical support for
desktops, laptops, Microsoft 365, printers, remote
access, VPN connectivity, password resets, mobile
devices, and general end-user technical issues.

Daily remote and onsite
user support
Systems
Administrator
Manage Windows servers, Active Directory, Hyper-V
virtualization, backups, patch management,
infrastructure monitoring, user administration, and
disaster recovery support activities.

Server and
infrastructure
administration
Network & Security
Engineer
Support and maintain Cisco, Juniper, and Ubiquiti
network infrastructure, WatchGuard firewalls, VPN
connectivity, endpoint protection, MFA,
cybersecurity monitoring, vulnerability management,
and network troubleshooting.

Network operations
and cybersecurity
support
Cloud Engineer
Administer Microsoft 365, Teams, Outlook, OneDrive,
SharePoint, Azure AD, cloud identity management,
licensing, cloud collaboration services, and secure
remote access capabilities.

Cloud platform and
Microsoft services
support
Senior Infrastructure
Engineer
Provide advanced Tier-3 escalation support for
complex technical issues, disaster recovery planning,
infrastructure optimization, virtualization
environments, VoIP systems, backup recovery, and
strategic infrastructure guidance.

Advanced engineering
and escalation support
BuzzClan’s staffing model is designed to provide the City with responsive support services, proactive infrastructure management, secure system administration, and scalable engineering expertise. The support team will work collaboratively to ensure operational continuity, timely issue resolution, secure technology operations, and effective communication across all City facilities and user groups.

BuzzClan maintains a strong focus on employee engagement, professional development, technical training, and career growth to support long-term staff retention and operational continuity. Our retention strategy emphasizes competitive compensation, continuous learning opportunities, collaborative team culture, leadership development, and exposure to enterprise and public sector technology environments.

Year Approximate Annual Staff Retention Rate
2023 90%
2024 92%
2025 93%
Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
11 d. Provide the resume of any staff expected to work at the City office (e.g., the system administrator and/or network engineers).

BuzzClan’s stable workforce supports continuity of service delivery, preservation of operational knowledge, and consistent client support relationships across managed IT services engagements. Our retention strategy is particularly important in maintaining experienced help desk personnel, systems administrators, cybersecurity specialists, cloud engineers, and infrastructure support teams capable of supporting complex municipal and enterprise environments.

Retention Support Area BuzzClan Employee Retention Approach Professional
Development
Ongoing technical training, certification programs, and leadership development opportunities.

Career Growth
Opportunities
Internal advancement opportunities across help desk, infrastructure, cybersecurity, cloud, and project management teams.

Technical Training
Programs
Continuous learning related to Microsoft technologies, cloud platforms, cybersecurity, networking, and managed services operations.

Collaborative Work
Environment
Team-oriented operational structure supporting knowledge sharing and cross-functional collaboration.

Employee Engagement
Focus on work-life balance, operational support, and long-term career stability.

BuzzClan’s high retention rates contribute to service consistency, faster issue resolution, reduced operational disruption, and long-term client relationship stability.

BuzzClan proposes the following highly qualified personnel to support the City’s technology operations and infrastructure requirements. These professionals represent the caliber of resources available for assignment to this engagement and possess extensive experience supporting public sector, healthcare, education, transportation, and enterprise organizations with complex IT environments. The proposed team combines expertise in project management, service desk operations, network and cybersecurity, systems administration, cloud technologies, and enterprise infrastructure engineering to ensure reliable, secure, and responsive IT service delivery.

Jeffrey L. Gibbs – Project Manager
Jeffrey L. Gibbs is a senior IT Project and Program Management professional with more than 15 years of experience leading enterprise technology initiatives, managed services engagements, infrastructure modernization programs, cloud transformation projects, and operational support services for government agencies and large commercial organizations.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
12 Kelly Young – Help Desk Support Specialist
Kelly Young is an experienced IT Support Specialist with extensive experience delivering Tier I and Tier II technical support services within large-scale enterprise environments supporting tens of thousands of end users. She has demonstrated success in providing customer-focused technical support while maintaining high service levels and exceptional user satisfaction.

Ms. Young's expertise includes desktop and laptop support, Microsoft Windows administration, Microsoft 365 troubleshooting, Active Directory user administration, VPN support, printer and peripheral support, mobile device troubleshooting, and remote technical assistance. She is highly skilled at diagnosing and resolving software, hardware, connectivity, and user access issues in fast-paced service desk environments.

Throughout her career, she has supported enterprise users through phone, email, remote support platforms, and ticket management systems. She has extensive experience utilizing ServiceNow, SCCM, Bomgar, Dameware, Microsoft Teams, and other enterprise support technologies to efficiently manage incidents and service requests.

In addition to her technical capabilities, Ms. Young is recognized for her customer service skills, problem-solving abilities, and commitment to first-call resolution. Her certifications include CompTIA A+, CompTIA Network+, HDI Support Center Analyst (HDI-SCA), Microsoft Certified Professional (MCP), and MCSA credentials, demonstrating a strong foundation in end-user support and desktop administration.

Mr. Gibbs possesses extensive experience managing cross-functional teams, overseeing vendor relationships, coordinating stakeholder communications, and ensuring the successful execution of complex IT initiatives. Throughout his career, he has successfully directed enterprise projects involving cloud migrations, infrastructure upgrades, disaster recovery planning, service delivery optimization, and operational governance. His expertise includes project planning, resource management, budget oversight, risk management, executive reporting, SLA monitoring, change management, and IT service management. He has led initiatives supporting healthcare systems, municipal governments, transportation agencies, insurance organizations, and large enterprise environments.

Mr. Gibbs holds several industry-recognized certifications, including Project Management Professional (PMP), Certified Scrum Master (CSM), Certified Scrum Product Owner (CSPO), Lean Six Sigma Green Belt, and ITIL Managing Professional. His strong leadership, communication, and governance skills ensure effective coordination between City stakeholders, technical teams, and third-party vendors while maintaining project schedules, service quality, and operational excellence.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
13 Alvaro Velasquez – Network & Security Engineer
Alvaro Velasquez is a highly accomplished Network and Security Engineer with more than 20 years of experience designing, implementing, securing, and supporting enterprise and government network infrastructures. He possesses deep expertise across networking, cybersecurity, firewall management, cloud connectivity, secure remote access, and network operations.

Mr. Velasquez has successfully supported complex environments consisting of hundreds of network devices and thousands of users, including highly regulated federal and critical infrastructure organizations. His experience includes enterprise routing and switching, network segmentation, VPN architecture, firewall administration, intrusion prevention, wireless security, cloud networking, identity and access management, and security monitoring.

He has extensive hands-on experience with Palo Alto, Cisco, Check Point, Fortinet, Juniper, Cisco ISE, Firepower, GlobalProtect, AWS, Azure, Splunk, SolarWinds, and numerous enterprise security platforms. His background includes supporting large-scale modernization initiatives, implementing cybersecurity controls, maintaining compliance with security standards, and providing advanced troubleshooting for mission-critical environments.

Mr. Velasquez holds an impressive portfolio of industry certifications, including CISSP, CCNP Security, CCNP Routing & Switching, PCNSE, Security+, Linux+, CCNA Security, and Check Point Security certifications. His combination of technical depth and operational experience enables him to effectively safeguard enterprise infrastructure while ensuring reliable network performance and availability.

Funmilayo Ayewoh – Systems Administrator
Funmilayo Ayewoh is a Senior Systems Administrator with more than 14 years of experience managing enterprise server infrastructures across both Windows and Linux environments. She has a proven record ofsupporting highly available,secure, and reliable technology environments within large organizations.

Ms. Ayewoh specializes in Windows Server administration, Active Directory management, Group Policy administration, VMware virtualization, DNS and DHCP services, backup and recovery operations, patch management, disaster recovery planning, infrastructure monitoring, and performance optimization.

Throughout her career, she has administered enterprise server environments supporting mission-critical applications while maintaining exceptional uptime and operational Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
14 Dalton Simons – Cloud Engineer
Dalton Simons is a Senior Cloud Engineer and Microsoft 365 Administrator with more than 13 years of experience supporting enterprise and federal cloud environments. He specializes in Microsoft cloud technologies and has extensive expertise administering and securing Microsoft 365 ecosystems within highly regulated organizations.

Mr. Simons possesses advanced knowledge of Microsoft Entra ID (Azure AD), Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, Azure cloud services, identity and access management, cloud security, and hybrid infrastructure solutions. He has successfully led cloud migration initiatives, tenant consolidations, identity modernization projects, and enterprise collaboration platform deployments.

His experience includes implementing multifactor authentication, conditional access policies, privileged identity management, single sign-on solutions, Zero Trust security frameworks, PowerShell automation, Microsoft Graph integration, and cloud governance controls. He has supported organizations ranging from federal agencies to enterprise clients requiring secure, scalable, and highly available cloud environments.

Mr. Simons also brings significant experience in cloud operations, tenant administration, compliance management, service monitoring, incident response, and operational documentation. His strong technical background ensures that cloud platforms remain secure, reliable, and aligned with organizational objectives.

Nick Jones – Senior Infrastructure Engineer
Nick Jones is a Senior Infrastructure Engineer with more than 12 years of experience designing, implementing, managing, and optimizing enterprise infrastructure environments across cloud, hybrid, and on-premises platforms. He possesses extensive expertise in Microsoft technologies, virtualization, enterprise networking, cloud reliability. She has led patch management initiatives, implemented automation through PowerShell scripting, managed vulnerability remediation efforts, and supported infrastructure modernization projects.

Her technical expertise also includes endpoint security technologies, infrastructure monitoring platforms, virtualization solutions, certificate management, and compliance support activities. Ms. Ayewoh holds Microsoft Azure Administrator Associate, Windows Server Hybrid Administrator Associate, CompTIA Security+, and CompTIA Linux+ certifications, demonstrating strong technical proficiency across modern infrastructure environments.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
15 e. Describe your job requirements for help desk staff.

Our team provides the City with a comprehensive blend of leadership, operational support, infrastructure engineering, cybersecurity, cloud administration, and end-user support expertise. Collectively, these professionals bring decades of experience supporting public sector and enterprise environments, enabling BuzzClan to deliver reliable, secure, and responsive IT services that align with the City's operational objectives and service expectations.

BuzzClan maintains defined hiring and qualification standards for help desk personnel to ensure technical competency, professionalism, customer service quality, cybersecurity awareness, and operational responsiveness across managed IT service engagements. Our infrastructure, disaster recovery, and infrastructure security.

Jones has successfully led enterprise infrastructure modernization projects, cloud migrations, server upgrades, virtualization deployments, backup and recovery initiatives, and operational improvement programs. His technical expertise spans Microsoft Azure, VMware, Hyper-V, Office 365, Active Directory, enterprise storage systems, monitoring platforms, VoIP technologies, and high-availability architectures.

He has extensive experience providing Tier III infrastructure support, performing root cause analysis, implementing automation solutions, optimizing system performance, and developing disaster recovery strategies. His ability to balance strategic infrastructure planning with hands-on technical execution makes him an invaluable resource for supporting complex enterprise environments.

Mr. Jones holds multiple Microsoft certifications, including Microsoft Azure Solutions Architect Expert, MCSE, MCSA, MCP, and other advanced Microsoft credentials. His proven experience delivering secure, scalable, and resilient infrastructure solutions will help ensure the City's technology environment remains stable, efficient, and aligned with future growth requirements.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
16 f. Describe your staff development and training programs. help desk teams are selected based on technical experience, communication skills, problem-solving capabilities, and familiarity with enterprise support environments.

Requirement Area BuzzClan Help Desk Staff Requirements
Technical Experience Experience supporting Windows operating systems, Microsoft 365 applications, desktop troubleshooting, remote access technologies, networking basics, and endpoint support.

Customer Service Skills Strong verbal and written communication skills, professionalism, responsiveness, and ability to support end-users in a service-oriented environment.

Ticketing & Service
Management
Experience using ticketing and service management platforms such as Jira Service Management or similar PSA/help desk systems.

Cybersecurity Awareness Understanding of password security, MFA, phishing awareness, endpoint protection, acceptable use practices, and secure remote support procedures.

Troubleshooting
Capabilities
Ability to diagnose and resolve desktop, software, connectivity, printing, email, VPN, and general infrastructure-related issues.

Escalation Procedures Understanding of incident prioritization, escalation workflows, documentation standards, and service level expectations.

Documentation Skills Ability to accurately document incidents, troubleshooting steps, remediation activities, and operational updates within the service management system.

Certifications & Training Industry certifications such as CompTIA A+, Network+, Microsoft certifications, or equivalent technical training are preferred.

Team Collaboration Ability to work collaboratively with systems administrators, engineers, cybersecurity teams, vendors, and client stakeholders.

Background & Security
Requirements
Personnelsupporting sensitive environments may be required to complete background checks, confidentiality agreements, and client-specific security onboarding requirements.

BuzzClan also emphasizes continuous training, operational cross-training, and professional development to ensure help desk personnel remain current with evolving technologies, cybersecurity threats, cloud platforms, and support best practices. Our staffing model is designed to provide responsive, knowledgeable, and professional support services for municipal and enterprise IT environments.

BuzzClan maintains a continuous staff development and training program designed to ensure our technical personnel remain current with evolving technologies, cybersecurity threats, cloud platforms, infrastructure management practices, and industry best practices.

Our training approach supports the delivery of high-quality managed IT services, Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
17 cybersecurity operations, cloud support, and infrastructure management for enterprise and public sector clients.

Training Area BuzzClan Staff Development Program
Technical Skills Training
Ongoing technical training covering Microsoft technologies, cloud platforms, networking, virtualization, endpoint management, cybersecurity tools, backup systems, and infrastructure operations.

Cybersecurity
Awareness
Regular cybersecurity education focused on ransomware prevention, phishing awareness, incident response procedures, secure remote access, and operational security practices.

Vendor & Platform
Certifications
Staff participates in certification and product training programs related to leading technology providers, including Microsoft, Amazon, Google, Oracle, and Atlassian.

Help Desk & Customer
Service Training
Service desk personnel receive training related to communication standards, ticket management, escalation procedures, customersupport best practices, and service responsiveness.

Compliance & Security
Training
Personnel receive training related to data protection, access management, operational governance, confidentiality requirements, and security policy compliance.

Knowledge Sharing &
Cross-Training
Internal knowledge transfer sessions and cross-training programs are conducted to improve operational continuity and technical coverage across support teams.

Emerging Technology
Training
Technical teams are continuously trained on evolving cloud technologies, automation tools, cybersecurity trends, and infrastructure modernization practices.

BuzzClan also encourages ongoing professional development through vendor-sponsored learning platforms, certification programs, operational workshops, and technical review sessions. Our staff development strategy is designed to maintain a highly skilled support organization capable of supporting complex municipal, enterprise, and regulated IT environments.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
18 a. Does your company hold any security certifications? If so, list current certifications and the year each were originally obtained.
b. List any security certificates held by staff who may work on our account.

4. SECURITY
Yes. BuzzClan currently maintains the following security and quality certifications:

Certification Originally Obtained
SOC 2 Type II (SSAE 21) 2025
ISO 9001:2015 – Quality Management System 2025
These certifications demonstrate BuzzClan’s commitment to information security, quality management, and operational excellence. Please refer to APPENDIX - SECURITY CERTIFICATIONS for the proof of certifications.

BuzzClan is committed to providing qualified professionals with relevant industry certifications to support the City's security, infrastructure, cloud, and operational requirements. The following security-related certifications are held by members of the proposed team who may be assigned to this engagement.

Proposed
Resource Role Security Certifications
Alvaro
Velasquez
Network &
Security
Engineer
Certified Information Systems Security Professional (CISSP); Cisco Certified Network Professional Security (CCNP
Security); Palo Alto Networks Certified Network Security Engineer (PCNSE); Check Point Certified Security
Administrator (CCSA); Cisco Certified Network Associate Security (CCNA Security); Systems Security Certified
Practitioner (SSCP); CompTIA Security+
Funmilayo
Ayewoh
Systems
Administrator
CompTIA Security+ ce; Microsoft Certified: Azure
Administrator Associate; Microsoft Certified: Windows
Server Hybrid Administrator Associate
Dalton
Simons Cloud Engineer
CompTIA Security+; Microsoft 365 Certified: Security
Administrator Associate (MS-500); CISSP Candidate;
Microsoft Identity and Access Administrator Associate
(SC-300) – In Progress; Microsoft Information Security
Administrator Associate (SC-401) – In Progress
Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
19 Nick Jones
Senior
Infrastructure
Engineer
Microsoft Azure Solutions Architect Expert; MCSE: Server Infrastructure; MCSE: Desktop Infrastructure; Microsoft Certified Solutions Expert (MCSE); Microsoft Certified
Professional (MCP)
Kelly Young
Help Desk
Support
Specialist
CompTIA Network+; CompTIA A+; MCSA: Windows 10;
Microsoft Certified Professional (MCP)
Jeffrey L.

Gibbs Project Manager
ITIL Managing Professional (supports IT Service
Management, Governance, Risk Management, and
Operational Controls)
Additional Cybersecurity Expertise
Beyond the industry-recognized certifications held by the proposed resources, BuzzClan’s team brings extensive hands-on experience delivering enterprise-class cybersecurity, infrastructure protection, and operational security services for government agencies, municipalities, healthcare organizations, educational institutions, and commercial enterprises. The proposed personnel have successfully supported complex IT environments requiring stringent security controls, regulatory compliance, and continuous monitoring to protect critical business systems and sensitive information.

The team possesses deep expertise in cybersecurity operations, including proactive threat detection, security incident response, root cause analysis, malware remediation, and coordination of remediation activities to minimize operational disruption. Team members have significant experience implementing and managing Identity and Access Management (IAM) solutions, role-based access controls, privileged account management, Single Sign-On (SSO), and Multi-Factor Authentication (MFA) technologies to strengthen user authentication and protect organizational assets.

BuzzClan’s resources are experienced in designing, deploying, and supporting modern Zero Trust security frameworks, Conditional Access policies, and least-privilege access models that enhance security while maintaining user productivity. Their expertise extends to firewall administration, network segmentation, intrusion detection and prevention systems (IDS/IPS), VPN technologies, secure remote access solutions, and comprehensive network security monitoring to safeguard critical infrastructure against evolving cyber threats.

The proposed team has extensive experience performing vulnerability assessments, security monitoring, threat intelligence analysis, patch management, and infrastructure hardening activities to reduce organizational risk and maintain secure operating environments. Team members regularly leverage industry-leading security tools and best practices to identify vulnerabilities, prioritize remediation efforts, and ensure systems remain resilient against emerging threats.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
20 c. Describe background checks performed for all staff.

Additionally, the team has demonstrated expertise in security compliance, governance, and risk management initiatives, supporting adherence to industry standards and regulatory requirements. Their experience includes developing security policies and procedures, conducting security audits, implementing security controls, and maintaining documentation necessary to support organizational compliance objectives.

The proposed resources also possess significant experience securing cloud and hybrid environments, including Microsoft 365, Microsoft Azure, and other cloud-based platforms.

Their responsibilities have included cloud security configuration, identity protection, email security, endpoint protection, data loss prevention (DLP), threat monitoring, and secure cloud administration to ensure the confidentiality, integrity, and availability of organizational data.

To support operational resilience, the team has successfully designed and implemented disaster recovery and business continuity strategies, including backup management, recovery testing, high-availability solutions, and incident recovery procedures. Their expertise in endpoint security, threat prevention technologies, infrastructure lifecycle management, and secure system administration enables organizations to maintain stable, secure, and reliable IT operations.

Through the combination of advanced security certifications, extensive technical expertise, and real-world operational experience, BuzzClan is well-positioned to deliver secure, compliant, and resilient IT services that align with the City's cybersecurity requirements, risk management objectives, and long-term technology strategy.

BuzzClan maintains a comprehensive employee screening and verification program designed to ensure the integrity, reliability, professionalism, and security awareness of all personnel who may access client systems, networks, confidential information, or sensitive environments. Our background screening procedures are aligned with industry best practices and support compliance requirements for government, public sector, CJIS-sensitive, and regulated client environments. These practices are particularly important for engagements involving municipal infrastructure, law enforcement systems, and critical public services.

Screening Area Description
Identity Verification All employees undergo identity verification to confirm legal name, address history, and employment eligibility before onboarding.

Criminal Background
Checks
BuzzClan performs criminal history background checks for employees before they are granted access to client environments or internal production systems. Screening includes county, state, and federal criminal record reviews where permitted by law.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
21 d. Include your company’s security policies with regard to client access.

Employment
Verification
Previous employment history is validated to confirm work experience, professional background, and role consistency.

Education Verification Academic qualifications, certifications, and professional credentials are verified for applicable technical and leadership positions.

Reference Checks
Professional references are reviewed to validate the candidate's reliability, conduct, communication skills, and technical competency.

Drug Screening
Drug testing may be conducted for specific client engagements or roles requiring onsite access, public sector support, or enhanced compliance obligations.

Security &
Compliance
Acknowledgment
Employees are required to acknowledge and comply with BuzzClan’s information security policies, confidentiality agreements, acceptable use policies, and data protection standards prior to system access.

Periodic Re-screening
For designated sensitive roles, BuzzClan may conduct periodic re-screening and compliance reviews based on client requirements and contractual obligations.

BuzzClan applies role-based access control principles to ensure employees only receive access privileges necessary for their assigned responsibilities. Personnel supporting government or public safety clients are subject to enhanced compliance procedures, including additional client-mandated background checks, fingerprinting requirements, or CJIS-related screening where applicable. In support of secure service delivery, all employees participate in mandatory security awareness and compliance training covering cybersecurity best practices, phishing awareness, data privacy, password management, acceptable use policies, incident reporting procedures, and secure handling of client information. Employees assigned to infrastructure, cloud, cybersecurity, and managed services teams also receive ongoing technical security training aligned with evolving threat landscapes and regulatory expectations. BuzzClan’s internal hiring and security governance processes are further supported through our established quality and security management practices, including SOC 2 Type II controls and ISO 9001:2015-aligned operational procedures. These frameworks help ensure that employee onboarding, access management, monitoring, and compliance activities are consistently enforced across the organization.

For engagements involving sensitive government systems, BuzzClan fully cooperates with client-specific onboarding requirements, including fingerprinting, CJIS Security Addendum execution, enhanced identity verification, and law enforcement background screening procedures when required by contract or applicable regulations.

BuzzClan maintains comprehensive cybersecurity and client access security policies designed to protect client infrastructure, systems, applications, and sensitive information across both remote and onsite managed IT service engagements. Oursecurity framework is Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
22 built upon industry best practices, least-privilege access principles, secure operational governance, and continuous monitoring to ensure confidentiality, integrity, and availability of client environments.

BuzzClan’s client access policies are enforced across all managed services operations and are aligned with established security management practices, including SOC 2 Type II controls, ISO 9001:2015 operational standards, and client-specific compliance obligations.

For government and public sector engagements, BuzzClan additionally supports CJIS, data privacy, and municipal cybersecurity requirements where applicable.

Security Control
Area BuzzClan Security Policy and Practice
Access Authorization Access to client systems is granted only to authorized personnel with approved business justification and role-based permissions.

Least Privilege Access
Employeesreceive the minimum level ofsystem and network access necessary to perform assigned duties. Administrative privileges are restricted and monitored.

Unique User
Credentials
Each employee is assigned unique credentials and secure authentication methods to ensure complete accountability and audit traceability. Shared accounts are prohibited unless specifically approved and documented by the client.

Multi-Factor
Authentication (MFA)
MFA is enforced for remote administrative access, cloud platforms, VPN connections, privileged accounts, and remote support tools.

Secure Remote Access
Remote access to client environments is permitted only through encrypted and approved secure channels such as VPN, RDP gateways, Zero Trust platforms, or secure remote monitoring and management (RMM) tools.

Endpoint Security
All BuzzClan-managed devices used to access client environments are protected with enterprise-grade endpointsecurity, anti-malware protection, device encryption, patch management, and continuous monitoring tools.

Logging and Monitoring
Client access activities, privileged actions, authentication attempts, and administrative changes are logged and monitored for security, compliance, and incident investigation purposes.

Password Management
Strong password policies, password rotation standards, privileged access management controls, and secure credential storage mechanisms are enforced across all client engagements.

Data Confidentiality
All employees and subcontractors with client access are required to sign confidentiality and non-disclosure agreements prior to assignment.

Background Screening
Employees with access to client systems undergo background verification procedures and additional client-mandated screening where applicable.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
23 Incident Response
Any suspected unauthorized access, security event, or policy violation is escalated immediately through BuzzClan’s incident response and security management procedures.

Access Revocation Client access rights are immediately revoked upon employee separation, role change, project completion, or client request.

Remote Managed Services Security Policies
For remote IT managed services operations, BuzzClan applies enhanced cybersecurity controls to ensure secure administration, monitoring, and support of client systems.

Remote Services
Security Area Security Policy
Encrypted
Communications
All remote sessions and support communications utilize encrypted protocols and secure communication channels.

Remote Session
Controls
Remote sessions may be monitored, logged, and time-limited based on client security requirements.

Device Compliance Only company-managed and security-compliant devices are authorized to access client systems remotely.

Secure Support
Tools
BuzzClan utilizes secure enterprise-grade remote management and monitoring platforms with centralized authentication and audit logging.

Geo-Access
Restrictions
Access restrictions based on geographic region, IP filtering, and conditional access policies may be implemented according to client requirements.

Security Monitoring Remote access infrastructure is continuously monitored for suspicious activity, unauthorized login attempts, and abnormal behavior patterns.

Change
Management
All remote configuration changes, updates, and administrative activities follow formal change management and approval procedures.

Onsite Services Security Policies
BuzzClan also enforces strict physical and operational security controls for on-site support engagements at client facilities.

Onsite Services
Security Area Security Policy
Identification
Requirements
On-site personnel carry company-issued identification and comply with client visitor management procedures.

Facility Access
Controls
Physical access is restricted to approved work areas and authorized facilities only.

Escort and
Supervision
Requirements
Personnel comply with client escort policies for restricted or sensitive environments when applicable.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
24 e. Describe your strategy for securing your clients data. i. How does your company stay informed regarding security alerts and/or events? ii. How does your company notify and manage security events for your clients? iii. How does your company manage mobile device security? iv. How does your company ensure best security practices are being followed? Secure Device
Handling
Portable devices, laptops, removable media, and support tools are secured and protected against unauthorized access or loss.

Clean Desk and
Data Protection
Employees follow secure handling procedures for printed materials, confidential documents, and sensitive information while on-site.

Physical Security
Compliance
BuzzClan personnel comply with all client physical security standards, badge requirements, and operational procedures.

CJIS and Public
Safety
Compliance
For law enforcement or CJIS-regulated environments, BuzzClan’s personnel will comply with all fingerprinting, screening, audit, and access control requirements established by the client and governing agencies.

BuzzClan’s cybersecurity governance program is designed to support secure and resilient managed IT operations while minimizing operational risk to client environments. Through continuous security monitoring, employee training, policy enforcement, access auditing, and proactive threat management, BuzzClan ensures that client access is controlled, documented, and protected throughout the lifecycle of the engagement.

Strategy for Securing Client Data
BuzzClan follows a layered cybersecurity and data protection strategy designed to safeguard client information, infrastructure, applications, and communications against unauthorized access, cyber threats, operational disruptions, and data loss. Our security framework combines preventive, detective, corrective, and continuous monitoring controls to support secure managed IT operations across cloud, on-premise, hybrid, remote, and onsite environments.

BuzzClan’s security governance model is aligned with industry-recognized best practices and operational controls, including SOC 2 Type II standards, ISO 9001:2015 processes, secure access management principles, and client-specific regulatory requirements. For public sector and law enforcement environments, BuzzClan additionally supports CJIS-aligned operational controls and secure administrative procedures where required.

Security Area BuzzClan Security Strategy
Data Protection Sensitive client data is protected through encryption, access controls, secure transmission protocols, and restricted administrative access.

Access
Management
Role-based access controls (RBAC), least-privilege principles, and multi-factor authentication (MFA) are enforced across managed environments.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
25 Endpoint Security
Enterprise-grade endpoint detection and response (EDR), anti-malware, antivirus, and device hardening solutions are implemented across managed devices and systems.

Network Security
Firewalls, VPN security, intrusion prevention, network segmentation, and continuous monitoring are used to secure client networks and remote connectivity.

Vulnerability
Management
Routine vulnerability assessments, patch management, software updates, and remediation processes are performed to reduce exposure to known threats.

Backup and
Disaster Recovery
Secure backup solutions, cloud replication, disaster recovery planning, and periodic restoration testing are implemented to support business continuity.

Security
Monitoring
Continuous monitoring tools and centralized alerting systems are utilized to detect suspicious activities, unauthorized access attempts, and operational anomalies.

Data
Confidentiality
Employees and subcontractors sign confidentiality and non-disclosure agreements before receiving client access privileges.

Incident Response Formal incident response procedures are maintained to identify, contain, investigate, remediate, and report cybersecurity incidents.

Audit and
Compliance
Administrative actions, privileged activities, and security events are logged and reviewed for compliance, auditing, and forensic analysis purposes.

How BuzzClan Stays Informed Regarding Security Alerts and Events BuzzClan maintains a proactive threat intelligence and cybersecurity awareness program to remain informed about emerging vulnerabilities, active cyber threats, security advisories, and industry developments. Our security operations personnel continuously monitor trusted cybersecurity intelligence sources, vendor advisories, and threat feeds to support rapid identification and mitigation of risks impacting client environments.

Threat Intelligence Source Monitoring Approach
Security Vendors
BuzzClan monitors security advisories and updates from
Microsoft, Cisco, VMware, CrowdStrike, WatchGuard,
SentinelOne, and other infrastructure and cybersecurity providers.

Government & Industry Alerts
We review alerts and guidance issued by organizations such as CISA, FBI InfraGard, NIST, MS-ISAC, and cybersecurity information-sharing communities.

Vulnerability Databases
Security teams monitor CVE databases, vulnerability
disclosures, and exploit notifications affecting managed technologies.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
26 Security Operations Monitoring
Centralized monitoring platforms and SIEM/RMM tools
generate automated alerts related to suspicious activity, failed logins, malware indicators, and infrastructure anomalies.

Security Training & Certifications
Technicalstaff participatesin ongoing cybersecurity training, vendor certification programs, and awareness initiatives to remain current with evolving threat landscapes.

BuzzClan’s security team evaluates newly identified vulnerabilities and threat intelligence to determine potential client impact, remediation priorities, and required mitigation actions.

Mobile Device Security Management
BuzzClan applies centralized mobile device security controls to protect smartphones, tablets, laptops, and remote access endpoints utilized within client environments. Mobile device security policies are designed to reduce risks associated with unauthorized access, device theft, malware, insecure applications, and data leakage.

Mobile Security Control Security Practice
Mobile Device Management
(MDM)
BuzzClan supports MDM platforms such as Microsoft Intune, JAMF, and other enterprise mobility management solutions for
centralized administration and policy enforcement.

Device Encryption Encryption is enforced on supported mobile devices and portable systems to protect stored data.

MFA Enforcement Multi-factor authentication is required for remote application access, email systems, VPN connectivity, and cloud services.

Secure Configuration Policies
Devices are configured with password policies, inactivity timeouts, remote lock capabilities, and restricted administrative permissions.

Patch & Update Management
Mobile operating systems and applications are regularly updated with security patches and firmware updates.

Remote Wipe Capability Lost, stolen, or compromised devices can be remotely disabled or wiped to prevent unauthorized data access.

Application Security Unauthorized or high-risk applications may be restricted based on client security policies.

Endpoint Protection Mobile endpoints may be integrated with endpoint security, compliance monitoring, and threat detection solutions.

Ensuring Best Security Practices Are Followed
BuzzClan maintains a security-first operational culture supported through governance policies, employee accountability, continuous training, auditing, and process Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
27 standardization. Security best practices are embedded into daily managed services operations, administrative procedures, and client support activities.

Security Governance Area Best Practice Enforcement
Security Policies &
Procedures
Formal cybersecurity policies, acceptable use standards, password requirements, access controls, and operational procedures are documented and enforced organization-wide.

Employee Security Training
Staff complete recurring cybersecurity awareness training covering phishing prevention, secure data handling, ransomware awareness, and incident reporting.

Role-Based Access Controls Access rights are regularly reviewed and adjusted according to employee responsibilities and client requirements.

Change Management System changes, upgrades, and configuration modifications follow documented approval and change management processes.

Security Auditing
Administrative activities, privileged access, and security controls are periodically reviewed for compliance and operational effectiveness.

Patch Management Regular patching schedules and vulnerability remediation processes are maintained across managed systems and devices.

Secure Configuration
Standards
Standardized hardening procedures are implemented for servers, endpoints, firewalls, cloud platforms, and remote access systems.

Vendor & Tool Evaluation
Security products and operational tools are evaluated for compliance, effectiveness, and alignment with industry best practices before implementation.

Continuous Improvement
Security controls and operational procedures are periodically reviewed and enhanced based on evolving cyber threats, lessons learned, and industry guidance.

Through continuous monitoring, layered defense strategies, employee accountability, and proactive cybersecurity governance, BuzzClan ensures that client environments remain protected while maintaining operational reliability, compliance, and secure service delivery.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
28 a. What desktop support do you provide to clients (hardware and software)?

5. SERVICES
BuzzClan provides comprehensive desktop support services designed to ensure stable, secure, and efficient operation of end-user computing environments across onsite, remote, and hybrid municipal environments. Our desktop support services cover the full lifecycle of desktop systems, laptops, mobile devices, operating systems, productivity applications, endpoint security, user support, troubleshooting, deployment, maintenance, and operational management.

BuzzClan’s desktop support model is designed to support multi-location organizations operating Windows-based environments with a combination of desktops, laptops, mobile devices, cloud services, VoIP systems, and specialized municipal applications. Our support services are delivered through a combination of remote assistance, proactive monitoring, centralized management tools, and scheduled on-site support to ensure rapid issue resolution and minimal operational disruption.

Desktop Support Area BuzzClan Desktop Support Services
Hardware Troubleshooting
Diagnosis and resolution of desktop, laptop, docking station, monitor, printer, peripheral, and hardware-related performance or operational issues.

Desktop Deployment & Setup Installation, configuration, imaging, deployment, and replacement of desktops, laptops, and end-user devices.

Operating System Support
Installation, configuration, maintenance, troubleshooting, and support for Microsoft Windows operating systems and related updates.

Software Installation &
Support
Installation, configuration, troubleshooting, licensing support, and maintenance for business applications, productivity tools, and department-specific software.

Microsoft 365 Support Support for Microsoft Office applications, Outlook, Teams, OneDrive, SharePoint, and Microsoft 365 user administration.

User Account Management User onboarding, offboarding, password resets, access provisioning, MFA setup, and Active Directory or cloud identity support.

Endpoint Security
Management
Antivirus, EDR, device encryption, patch management, compliance monitoring, and endpoint hardening support.

Printer & Peripheral Support Support for local and network printers, scanners, webcams, docking stations, audio devices, and related peripherals.

Remote User Support
Secure remote troubleshooting and support for remote access, VPN connectivity, cloud applications, and mobile workforce environments.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
29 Mobile Device Support Support for smartphones, tablets, iPads, mobile email configuration, MFA applications, and mobile device management solutions.

Performance Optimization Troubleshooting of slow system performance, application crashes, startup issues, storage limitations, and system stability concerns.

Patch & Update Management Deployment and monitoring of operating system updates, security patches, firmware upgrades, and software version management.

BuzzClan provides desktop support services through a centralized service desk supported by remote monitoring and management platforms, ticketing systems, endpoint monitoring tools, and escalation procedures. Our support operations are designed to provide both reactive issue resolution and proactive system maintenance.

Support Delivery Method Support Capability
Remote Support Secure remote troubleshooting and issue resolution using encrypted remote administration tools.

Onsite Support
Scheduled onsite technical support for hardware installations, device replacements, infrastructure troubleshooting, and operational assistance.

Help Desk Services Centralized ticketing, incident management, escalation support, user communication, and service tracking.

Proactive Monitoring Continuous monitoring of desktop health, endpoint performance, patch status, antivirus status, & operational alerts.

Escalation Management
Advanced issues are escalated to senior engineers, infrastructure specialists, or cybersecurity personnel when required.

BuzzClan’s desktop support services also emphasize cybersecurity, operational stability, and end-user productivity. Endpoint systems are managed using standardized operational procedures and security controls designed to reduce operational risk and maintain compliance with organizational policies.

Security & Operational Area BuzzClan Desktop Management Approach Endpoint Protection Deployment and monitoring of antivirus, EDR, malware prevention, and ransomware protection tools.

MFA & Identity Security Configuration and support of multi-factor authentication and secure user access controls.

Device Compliance Monitoring of patch compliance, endpoint health, encryption status, and security policy adherence.

Secure Remote Access Support for VPN connectivity, secure remote desktop access, and cloud authentication services.

Asset Lifecycle Management Tracking of device inventory, warranty status, refresh planning, and hardware lifecycle management.

BuzzClan supports a broad range of desktop technologies and operational environments commonly utilized within municipal organizations.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
30 b. Describe the support you provide for network hardware and operating systems.

Supported Environment Support Capability
Windows Desktop
Environments
Full operational support for Windows desktops, laptops, and endpoint management.

Microsoft 365 Ecosystem Support for email, productivity tools, collaboration platforms, and cloud services.

Mobile & Tablet Devices Support for iOS devices, smartphones, tablets, and mobile productivity platforms.

VoIP & Collaboration Tools Desktop-level support for Teams, VoIP applications, conferencing tools, and communication platforms.

Specialized Municipal
Applications
Coordination and troubleshooting support for department-specific operational applications and software platforms.

BuzzClan also provides user-focused support services designed to improve productivity, reduce downtime, and maintain operational continuity for City staff.

End-User Support Area Service Provided
Password & Login
Assistance
Password resets, account unlocks, MFA troubleshooting, and access-related support.

Email & Collaboration
Support
Troubleshooting email synchronization, Outlook issues, Teams functionality, and file-sharing problems.

Application
Troubleshooting
Resolution of software compatibility issues, crashes, installation errors, and configuration problems.

New User Onboarding Device preparation, account creation, application setup, security configuration, and user orientation support.

Device Replacement &
Migration
Hardware refresh assistance, profile migration, data transfer, and workstation replacement services.

Through proactive maintenance, responsive support operations, centralized management tools, endpoint security controls, and structured service delivery processes, BuzzClan provides comprehensive desktop support services designed to maintain operational reliability, end-user productivity, and secure management of the City’s desktop computing environment.

BuzzClan provides comprehensive support services for network hardware, operating systems, and core infrastructure components to ensure secure, stable, and high-performing IT operations across multi-site municipal environments. Our support model combines proactive monitoring, preventive maintenance, operational management, cybersecurity oversight, troubleshooting, and lifecycle planning to maintain reliability and minimize service disruptions.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
31 BuzzClan’s infrastructure support services are designed to support environments consisting of routers, switches, wireless infrastructure, firewalls, servers, cloud services, remote connectivity solutions, VoIP systems, and Windows-based operating systems distributed across multiple locations. Our operational approach emphasizes continuous monitoring, rapid issue resolution, standardized configurations, security hardening, and long-term infrastructure stability.

Infrastructure Support Area BuzzClan Support Services
Router & Switch Support
Configuration, monitoring, troubleshooting, firmware updates, VLAN management, performance optimization, and operational support for Cisco, Juniper, Ubiquiti, and related networking equipment.

Firewall Management
Firewall configuration management, rule administration, VPN support, intrusion prevention monitoring, firmware maintenance, and security policy updates.

Wireless Network Support
Management and troubleshooting of wireless access points, SSIDs, authentication settings, wireless security configurations, coverage optimization, and connectivity issues.

Network Monitoring
Continuous monitoring of bandwidth utilization, device availability, latency, uptime, connectivity health, and operational alerts across network infrastructure.

VPN & Remote Access
Support
Support for secure remote access, VPN configuration, MFA integration, remote connectivity troubleshooting, and access security management.

Server Operating System
Support
Installation, configuration, maintenance, patch management, performance monitoring, and troubleshooting for Microsoft Windows Server environments.

Workstation Operating
System Support
Support for Windows desktop and laptop operating systems, including updates, security configurations, troubleshooting, and performance optimization.

Virtualization Support
Operational support for Hyper-V and virtualized infrastructure,e including VM management, resource allocation, performance monitoring, and backup integration.

Active Directory &
Identity Services
User account management, group policy administration,
authentication troubleshooting, domain management, MFA
support, and identity governance.

Cloud & Hybrid
Infrastructure Support
Support for Microsoft 365, Azure-connected services, cloud synchronization, hybrid identity environments, and cloud-based operational services.

BuzzClan utilizes centralized Remote Monitoring and Management (RMM), network monitoring, PSA, and cybersecurity platforms to proactively manage network infrastructure and operating systems. These platforms provide continuous visibility into device health, Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
32 operational performance, connectivity status,system alerts, patch compliance, and security conditions.

Operational Support Function BuzzClan Capability
Proactive Monitoring
Continuous monitoring of network hardware, servers, cloud systems, and operating environments for operational issues and performance degradation.

Alert Management
Automated alerting for outages, device failures, connectivity interruptions, high resource utilization, hardware issues, and security-related events.

Patch & Firmware Management
Scheduled deployment and validation of operating system patches, security updates, firmware upgrades, and vulnerability remediation activities.

Configuration Management Maintenance of standardized configurations, backup of network configurations, and controlled change management procedures.

Incident Troubleshooting
Diagnosis and resolution of network outages, authentication failures, server issues, connectivity disruptions, and
infrastructure-related incidents.

Escalation Support Advanced issues are escalated to senior engineers, cybersecurity personnel, or specialized infrastructure teams as needed.

BuzzClan’s support approach also incorporates cybersecurity and operational resiliency best practices to reduce infrastructure risk and maintain secure operations.

Security & Stability Area BuzzClan Operational Practice Network Security Hardening
Firewall policy management, secure remote access controls, segmentation recommendations, and device hardening
procedures.

Endpoint & Server Protection Antivirus, EDR, patch management, vulnerability remediation, and security monitoring across infrastructure systems.

Access Control Management
Enforcement of least-privilege access, MFA, secure administrative credentials, and audit logging for infrastructure management.

Backup & Recovery Integration Support for backup systems, configuration backups, disaster recovery coordination, and infrastructure restoration procedures.

Change Management Structured review, approval, implementation, and documentation of infrastructure changes and upgrades.

BuzzClan supports operational environments that include both traditional IT infrastructure and specialized municipal technologies. Our teams coordinate with third-party vendors and operational departments to ensure compatibility, security, and continuity across interconnected systems.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
33 c. Describe support you provide to end-users having problems with remote access to our systems.

Specialized Environment
Support BuzzClan Capability
VoIP Infrastructure Support for VoIP systems, network QoS optimization, connectivity troubleshooting, and communication system availability.

SCADA & Operational
Technologies
Coordination and infrastructure-level support for operational technology environments and specialized municipal systems.

Public Safety Connectivity Secure support for remote access systems, CJIS-sensitive connectivity, and operational continuity requirements.

Multi-Site Infrastructure Centralized monitoring and support for distributed infrastructure across City facilities and operational locations.

BuzzClan also provides lifecycle management and strategic infrastructure planning services to help clients maintain stable and modern IT environments.

Lifecycle Management Area Service Provided
Hardware Lifecycle Planning Evaluation of aging infrastructure, warranty tracking, replacement recommendations, and refresh planning.

Capacity & Performance Planning Monitoring of storage utilization, bandwidth growth, server performance, and infrastructure scalability requirements.

Infrastructure Documentation Maintenance of network diagrams, IP schemes, configuration records, asset inventories, and operational documentation.

Strategic Recommendations Guidance related to infrastructure modernization, cybersecurity improvements, cloud opportunities, and operational efficiency.

Through proactive monitoring, centralized management, structured maintenance procedures, cybersecurity oversight, and responsive support operations, BuzzClan provides comprehensive support for network hardware and operating systems designed to maintain operational stability, secure connectivity, and reliable IT performance across the City’s infrastructure environment.

BuzzClan provides comprehensive remote access support services to ensure end-users can securely and reliably connect to the City’s systems, applications, cloud services, and network resources from remote locations when required. Oursupport model is designed to minimize downtime, maintain operational productivity, and ensure secure connectivity across remote work environments, mobile devices, VPN platforms, cloud applications, and public safety connectivity systems.

BuzzClan understands that reliable remote access is critical for maintaining continuity of municipal operations, administrative functions, emergency communications, mobile Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
34 workforce connectivity, and access to cloud-based services. Our support services combine proactive monitoring, secure remote administration, troubleshooting, endpoint management, identity management, and cybersecurity oversight to support stable and secure remote connectivity.

The City’s current environment includes remote access technologies, VPN connectivity, cloud services, mobile devices, and public safety-related systems, all of which require secure and responsive support procedures.

Remote Access Support Area BuzzClan Support Services
VPN Connectivity Support
Troubleshooting VPN connection failures, authentication issues, session instability, configuration errors, and connectivity interruptions.

MFA Support
Assistance with multi-factor authentication enrollment, token synchronization, authentication failures, mobile authenticator setup, and account recovery procedures.

Remote Desktop & Remote
Access Troubleshooting
Support for Remote Desktop, secure remote access platforms, cloud-based access tools, and remote application connectivity.

Cloud Application Access
Support
Troubleshooting access issues related to Microsoft 365, Teams, Outlook, SharePoint, OneDrive, and cloud-based municipal applications.

User Authentication & Password
Assistance
Password resets, account unlocks, Active Directory
synchronization issues, identity verification, and account access troubleshooting.

Mobile Device Connectivity
Support for smartphones, tablets, iPads, mobile email
synchronization, VPN access, and secure mobile application connectivity.

Endpoint Troubleshooting
Resolution of device configuration issues, firewall conflicts, endpoint security restrictions, certificate problems, and operating system issues impacting remote access.

Network Connectivity Diagnostics
Troubleshooting home internet connectivity issues, DNS
resolution failures, latency concerns, and network routing problems affecting remote access sessions.

Secure Remote Support
Remote troubleshooting sessions are conducted through secure and encrypted support tools with audit logging and controlled administrative access.

Public Safety & Specialized
Access Support
Support for secure remote connectivity associated with
operational systems, remote field access, and CJIS-sensitive environments where applicable.

BuzzClan provides remote access support through centralized help desk operations, proactive monitoring platforms, remote management tools, and escalation procedures designed to ensure rapid issue resolution and minimal operational disruption.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
35 Support Delivery Method BuzzClan Capability
Centralized Help Desk
Support
End-users can contact BuzzClan through phone, email, ticketing portal, or remote support channels for immediate assistance.

Remote Troubleshooting
Sessions
Secure remote sessions allow technicians to diagnose and resolve user connectivity and configuration issues efficiently.

Proactive Monitoring &
Alerting
Continuous monitoring of VPN services, authentication systems, cloud connectivity, and infrastructure health to identify issues before widespread impact occurs.

Escalation Procedures
Advanced connectivity or infrastructure-related issues are escalated to senior engineers, network specialists, or cybersecurity personnel as needed.

After-Hours Support Emergency support is available for critical remote access outages or operational disruptions affecting City services.

BuzzClan’s remote access support approach also incorporates strong cybersecurity controls to ensure secure connectivity and protection of City systems.

Security Area BuzzClan Security Practice
MFA Enforcement Multi-factor authentication is enforced for remote administrative access and cloud-connected systems.

Secure VPN Access Encrypted VPN technologies and secure remote access protocols are utilized to protect remote sessions.

Endpoint Security
Validation
Devices accessing City resources are monitored for antivirus status, patch compliance, and endpoint security posture, where applicable.

Access Logging &
Monitoring
Authentication events, remote access activity, failed login attempts, and administrative actions are logged and monitored.

Least-Privilege Access
Controls
Users receive access permissions appropriate to their operational responsibilities and authorized systems.

BuzzClan also supports users onboarding and operational readiness for remote access environments.

User Enablement Area Service Provided
New User Remote Access
Setup
Configuration of VPN clients, MFA enrollment, email setup, cloud access, and remote application connectivity for new users.

Device Preparation Configuration of laptops, mobile devices, and remote endpoints with security policies, remote access tools, and required applications.

User Guidance & Training Assistance and guidance related to secure remote work practices, MFA usage, password management, and troubleshooting procedures.

Remote Access
Documentation
Maintenance of support procedures, configuration standards, and connectivity documentation to support operational continuity.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
36 d. Describe your work order/ticket system.

BuzzClan’s support model is designed to accommodate evolving remote access requirements while maintaining operational stability, cybersecurity protection, and user productivity across distributed municipal environments. Through proactive monitoring, secure remote administration, responsive help desk services, and structured escalation procedures, BuzzClan provides reliable and secure remote access support for the City’s users and operational systems.

BuzzClan utilizes a centralized Professional Services Automation (PSA) and ticket management platform based on Jira to manage all service requests, incidents, work orders, change requests, escalation activities, project tasks, and operational support activities. The platform is designed to provide complete visibility, accountability, traceability, and efficient management of all support operations across the City’s IT environment.

Our ticket management system supports proactive service delivery, structured communication, service level tracking, operational reporting, and coordinated issue resolution acrossinfrastructure, desktop support, cybersecurity, networking, cloud services, and specialized municipal systems. The system is configured to support both routine support requests and critical operational incidents requiring rapid escalation and response.

BuzzClan’s Jira-based service management platform enables centralized coordination of support services across the City’s multi-location environment while maintaining detailed operational records, technician accountability, audit trails, and performance reporting.

Ticketing & Work Order Area BuzzClan Jira-Based Service Management Capability Centralized Ticket
Management
All service requests, incidents, maintenance activities, and operational tasks are logged and tracked through a centralized Jira Service Management platform.

Multi-Channel Ticket
Submission
End-users can submitsupport requests through email, phone, web portal, or designated support communication channels.

Automated Ticket Routing
Tickets are automatically categorized and routed to the appropriate support team, technician, engineer, or escalation group based on issue type and severity.

Priority & Severity
Classification
Service requests are prioritized according to operational impact, urgency, affected systems, and business criticality.

SLA Tracking
Response times, resolution targets, escalation timelines, and service delivery metrics are tracked against established service level objectives.

Workflow Automation
Automated workflows support ticket assignment, escalation, approvals, status updates, maintenance notifications, and closure validation procedures.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
37 Incident & Problem
Management
The platform supports structured management of incidents, recurring issues, root cause analysis, and long-term remediation tracking.

Change Management
Integration
Infrastructure changes, software deployments, firewall
modifications, and maintenance activities are documented and managed through integrated change management workflows.

Asset & Configuration
Tracking
Jira integrates with asset management and documentation systems to maintain visibility into devices, infrastructure components, software, and operational dependencies.

Audit & Activity Logging
All ticket updates, technician activities, approvals, communications, and status changes are logged for accountability and reporting purposes.

BuzzClan’s Jira-based ticketing environment is designed to support proactive communication and operational transparency throughout the lifecycle of each support request.

Communication &
Visibility Feature Operational Benefit
User Portal Access Authorized users can submit requests, monitor ticket status, review updates, and communicate directly with support teams.

Automated Notifications
Users and designated City personnel receive automated
notifications regarding ticket updates, escalations, maintenance activities, and issue resolution progress.

Escalation Alerts
Critical issues automatically trigger escalation procedures and management notifications based on severity and operational impact.

Status Tracking Real-time visibility into open, pending, in-progress, resolved, and escalated service requests.

Historical Records Complete support history and ticket records are retained for operational reference, reporting, auditing, and trend analysis.

BuzzClan’s service management workflows are designed to support both reactive issue resolution and proactive operational management.

Operational
Workflow Area Jira Service Management Functionality
Help Desk Operations Centralized management of end-user incidents, password resets, application issues, remote access requests, and desktop support tickets.

Infrastructure Support Tracking and management of server maintenance, networking incidents, firewall updates, cloud administration tasks, and operational alerts.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
38 e. Describe your system to escalate chronic or advanced problems.

Cybersecurity Events
Escalation and management of security alerts, vulnerability remediation activities, endpoint protection incidents, and suspicious activity investigations.

Project Coordination Tracking of infrastructure upgrades, hardware deployments, software implementations, and operational improvement initiatives.

Maintenance
Scheduling
Coordination of patching windows, firmware updates, backup validation activities, and preventive maintenance procedures.

BuzzClan’s Jira-based ticketing and work order system also supports integration with monitoring tools, cybersecurity platforms, remote management systems, and documentation repositories to streamline operational workflows and improve response efficiency.

Integrated Operational
Capability Benefit
Monitoring Integration Automated creation of tickets from system alerts, backup failures, endpoint issues, or infrastructure monitoring events.

Security Event Integration Correlation of cybersecurity alerts and escalation workflows with incident response procedures.

Documentation Linkage Integration with operational documentation, asset records, network diagrams, and support knowledge bases.

Change Tracking Centralized visibility into planned maintenance activities, operational changes, and configuration updates.

Through the use of Jira Service Management, structured escalation procedures, workflow automation, centralized visibility, and operational reporting, BuzzClan provides a scalable and transparent work order and ticket management system designed to support responsive, accountable, and efficient managed IT service delivery for the City.

BuzzClan follows a structured multi-tier escalation framework designed to ensure that chronic, recurring, high-impact, or technically complex issues are rapidly identified, prioritized, analyzed, escalated, and resolved with minimal operational disruption. Our escalation methodology combines centralized monitoring, service management workflows, root cause analysis, engineering oversight, cybersecurity coordination, and executive-level governance to maintain service reliability and operational continuity across the City’s IT environment.

BuzzClan recognizes that chronic or advanced issues may involve recurring infrastructure failures, persistent network instability, cybersecurity concerns, unresolved application errors, hardware degradation, cloud service interruptions, performance bottlenecks, or Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
39 operational risks impacting multiple departments or critical services. Our escalation model is designed to provide timely involvement of specialized technical resources and management personnel while maintaining transparent communication with City stakeholders throughout the resolution process.

Escalation Level Escalation Responsibility & Activities Tier 1 – Service Desk
Support
Initial issue intake, ticket creation, user communication, basic troubleshooting, remote support, password assistance, application troubleshooting, and standard operational support activities.

Tier 2 – Advanced
Technical Support
Escalation to senior technicians orsystem administratorsfor infrastructure troubleshooting, operating system issues, networking concerns, VPN problems, hardware failures, and advanced desktop support.

Tier 3 – Engineering &
Specialized Support
Involvement of senior engineers, cybersecurity specialists, cloud architects, or network engineers for complex infrastructure incidents, security events, server failures, virtualization issues, or recurring operational problems.

Management
Escalation
Service delivery managers and leadership teams engage for chronic issues, high-severity incidents, repeated failures, SLA concerns, operational risks, or strategic remediation planning.

Vendor & Third-Party
Coordination
Coordination with hardware vendors, software providers, telecommunications carriers, cloud providers, or specialized application vendors when external support is required.

BuzzClan utilizes a Jira-based service management platform to automate escalation workflows, priority classification, incident tracking, SLA monitoring, and communication management. Escalation procedures are triggered based on issue severity, operational impact, resolution time thresholds, recurring incident patterns, or cybersecurity risk indicators.

Escalation Trigger BuzzClan Escalation Response
Critical System
Outages
Immediate escalation to senior infrastructure engineers and management teams with continuous monitoring and status reporting.

Recurring Incidents Root cause analysis and engineering review initiated for repeated operational issues affecting users or systems.

Cybersecurity
Threats
Escalation to cybersecurity specialists for investigation, containment, remediation, and incident response coordination.

Performance
Degradation
Infrastructure performance analysis, capacity review, and advanced troubleshooting procedures initiated.

SLA Risk Conditions Management review and resource prioritization to prevent service delivery delays or operational impact.

Multi-Department
Impact
Coordinated escalation involving cross-functional engineering and operational teams to minimize widespread disruption.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
40 BuzzClan’s escalation framework emphasizes proactive root cause analysis rather than temporary issue resolution. Chronic issues are reviewed through structured operational analysis to identify underlying technical, operational, configuration, or process-related causes contributing to repeated incidents.

Chronic Problem
Management Area BuzzClan Operational Approach
Root Cause Analysis
(RCA)
Detailed investigation ofrecurring incidentsto identify underlying causes, contributing factors, and long-term corrective actions.

Trend Analysis Monitoring of ticket patterns, recurring alerts, user complaints, and infrastructure performance metrics to identify operational trends.

Preventive Remediation
Implementation of permanent corrective measures, including infrastructure upgrades, configuration improvements, software updates, or operational process enhancements.

Documentation &
Knowledge
Management
Chronic issues and remediation procedures are documented within the service management and operational knowledge systems.

Strategic
Recommendations
Engineering teams provide recommendations related to infrastructure modernization, hardware replacement, cybersecurity improvements, or process optimization to reduce recurring issues.

BuzzClan also maintains formal communication and reporting procedures throughout the escalation lifecycle to ensure transparency and operational coordination with City stakeholders.

Communication &
Reporting Area BuzzClan Communication Process
Real-Time Status
Updates
Ongoing communication regarding issue status, remediation progress, operational impact, and estimated resolution timelines.

Escalation
Notifications
Immediate notification to designated City personnel for critical incidents or widespread operational disruptions.

Executive Reporting Summary reporting for major incidents, recurring operational risks, or unresolved infrastructure concerns.

Resolution
Documentation
Detailed documentation of troubleshooting actions, root cause findings, remediation steps, and preventive recommendations.

Post-Incident Review
Meetings
Review sessions are conducted for major or recurring incidents to discuss lessons learned and operational improvements.

BuzzClan’s escalation procedures are supported by proactive monitoring technologies, cybersecurity platforms, automated alerting systems, and centralized operational dashboards that provide continuous visibility into infrastructure health and operational risks.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
41 f. Describe the hours of operation for the help desk staff and the guarantee call response time.

Monitoring & Escalation
Technology Operational Capability
Infrastructure Monitoring Real-time monitoring of servers, networking equipment, cloud systems, backup infrastructure, and endpoint health.

Automated Alerting Automated ticket creation and escalation for outages, failed backups, hardware failures, security alerts, and operational anomalies.

SIEM & Security Monitoring Centralized correlation of cybersecurity events, authentication anomalies, and suspicious activities.

Performance Analytics Visibility into bandwidth utilization,server performance,storage growth, and infrastructure capacity trends.

Through structured escalation procedures, proactive operational analysis, centralized service management, specialized engineering support, and continuous communication, BuzzClan ensures that chronic or advanced technical issues are addressed efficiently, transparently, and with a focus on long-term operational stability and service improvement.

BuzzClan provides a structured and responsive help desk support model designed to ensure timely technical assistance, operational continuity, rapid issue resolution, and proactive support for the City’s IT environment. Our help desk operations combine centralized service desk resources, remote support capabilities, proactive monitoring systems, escalation procedures, and after-hours support services to support both routine operational needs and critical emergency situations.

BuzzClan’s support operations are designed to support municipal environments operating across multiple locations with servers, desktops, laptops, mobile devices, cloud services, networking infrastructure, VoIP systems, public safety technologies, and specialized operational applications. Our service desk model emphasizes responsiveness, accountability, operational visibility, and secure support delivery.

Support Area BuzzClan Help Desk Operations
Standard Help Desk
Hours
Monday through Friday, 7:00 AM to 7:00 PM Central Time, excluding approved holidays unless otherwise coordinated with the City.

After-Hours Support 24/7/365 emergency support coverage for critical operational incidents, cybersecurity events, infrastructure outages, and priority service disruptions.

Support Channels Support requests may be submitted through phone, email, secure ticketing portal, remote support sessions, or designated escalation contacts.

Remote Support
Availability
Secure remote troubleshooting and supportservices are available during standard support hours and for emergency incidents after hours.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
42 Onsite Support
Coordination
Scheduled onsite support services are provided based on operational requirements, maintenance activities, hardware installations, or escalated incidents.

Escalation
Management
Critical incidents are escalated to senior engineers, cybersecurity specialists, infrastructure teams, and management personnel based on severity and operational impact.

BuzzClan utilizes a Jira-based service management platform integrated with monitoring and alerting systems to track incidents, manage escalations, monitor SLA compliance, and maintain operational visibility across all support activities.

Ticket
Priority Level Example Incident Type Guaranteed Initial Response Time Priority 1 –
Critical
Complete network outage, server failure, ransomware
event, public safety system outage, major operational
disruption
Within 15 Minutes
Priority 2 – High Significant degradation affecting multiple users, VPN outages, VoIP disruption, and critical application failure Within 30 Minutes Priority 3 –
Medium
Individual user issues, desktop problems, software errors, printing issues, and access requests Within 2 Business Hours Priority 4 – Low
General service requests, informational requests,
scheduled maintenance items, and minor configuration
changes
Within 4 Business Hours
BuzzClan’s response time commitments are supported through proactive monitoring, automated alerting, centralized service coordination, and structured escalation procedures designed to minimize downtime and operational disruption.

Operational Support
Capability Support Function
Proactive Monitoring
Automated detection of outages, failed backups, hardware failures, security alerts, and operational anomalies before end-user impact occurs.

Automated Alerting Real-time alert generation and ticket creation for critical infrastructure or cybersecurity events.

Escalation Procedures Structured escalation workflows ensure advanced or chronic issues are rapidly assigned to appropriate technical specialists.

Incident Tracking
All incidents, requests, escalations, and remediation activities are documented and tracked through the centralized service management platform.

Status Communication Ongoing updates are provided for active incidents, escalations, and critical operational events.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
43 BuzzClan also differentiates between response time and resolution time to ensure transparency and realistic operational expectations. While response times represent the time required to begin active engagement and troubleshooting, resolution timelines may vary depending on issue complexity, third-party vendor involvement, hardware replacement requirements, or external service dependencies.

Service Management
Area BuzzClan Operational Practice
Response Time
Measurement
Response time begins once the incident is received and logged within the ticketing platform.

Resolution Tracking Resolution progressis continuously monitored through the service management system until issue closure.

User Communication
End-users and designated City personnel receive updates throughout the incident lifecycle.

Root Cause Analysis Chronic or recurring issues are escalated for engineering review and long-term remediation planning.

SLA Monitoring Ticket response and resolution performance are tracked against established service level objectives.

BuzzClan’s after-hours support structure is specifically designed to support critical municipal operations and operational resiliency requirements.

After-Hours Support
Area Coverage Provided
Emergency Infrastructure
Support
Response for outages affecting servers, networking infrastructure, cloud services, or remote connectivity.

Cybersecurity Incident
Response
Immediate escalation and containment support for ransomware alerts, unauthorized access attempts, or active security threats.

Public Safety System
Support
Priority response proceduresfor operational disruptions affecting public safety or CJIS-sensitive systems.

Backup & Recovery
Support
Emergency assistance for failed backups, restoration requests, or disaster recovery incidents.

For operational transparency, BuzzClan provides routine reporting on help desk activity, ticket trends, SLA performance, recurring incidents, and operational metrics through scheduled service review meetings and management reports.

Reporting Area Reporting Detail
Ticket Volume Metrics Summary ofsupport requests, incident categories, and operational trends.

Response & Resolution
Performance SLA compliance reporting and service responsiveness analysis.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
44 g. Provide help desk statistics such as average time to respond to calls, average length of time for successful resolution of issues, the nature of the support calls, etc.

Escalation Reporting Documentation of critical incidents, recurring problems, and escalation activities.

Operational Recommendations Identification of infrastructure improvements, recurring issues, and proactive remediation opportunities.

Through centralized service desk operations, proactive monitoring, structured escalation procedures, after-hours support coverage, and defined response time commitments, BuzzClan provides a reliable and responsive help desk support model designed to maintain operational continuity, minimize downtime, and support the City’s technology environment efficiently and securely.

BuzzClan maintains a performance-driven help desk and service management operation focused on responsiveness, operational efficiency, proactive issue resolution, and high levels of end-user satisfaction. Our help desk operations are supported through centralized service management platforms, proactive monitoring systems, automated alerting, structured escalation procedures, and experienced technical support teams that collectively ensure timely and effective support delivery.

The following statistics represent typical operational performance metrics across BuzzClan’s managed IT services engagements for municipal, enterprise, and multi-site client environments. Actual service metrics may vary based on incident complexity, infrastructure conditions, third-party dependencies, cybersecurity events, and operational priorities.

Help Desk Performance Metric Typical Performance Standard Average Initial Response Time –
Critical Priority Issues 10–15 Minutes
Average Initial Response Time –
High Priority Issues 15–30 Minutes
Average Initial Response Time –
Standard User Requests 30 Minutesto 2 Business Hours
Average Initial Response Time –
Low Priority Requests Within 4 Business Hours
Average Time to Resolve Standard
End-User Issues 2–6 Business Hours
Average Time to Resolve
Infrastructure or Server Issues
4–12 Business Hours, depending on severity
and vendor dependencies
Average First Contact Resolution Rate Approximately 70%–80% of end-user issues are resolved during initial engagement
Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
45 Average Ticket Closure Rate
Over 90% of tickets closed within established
SLA targets
Average Help Desk Availability
24/7/365 monitoring and emergency escalation
support with extended business-hour help
desk coverage
Average Escalation Time for Critical
Incidents Immediate to within 15 Minutes
BuzzClan’s help desk operations are designed to provide both reactive support and proactive operational management. Our centralized service desk continuously monitors service trends, recurring incidents, infrastructure alerts, and user-impacting issues to identify opportunitiesfor operational improvement and preventive remediation.

Nature of Support Calls Typical Support Activities
Password & Account
Assistance
Password resets, MFA troubleshooting, account unlocks, access provisioning, and authentication support.

Desktop & Laptop Support Hardware troubleshooting, performance issues, operating system errors, software installation, and device configuration support.

Microsoft 365 & Email
Support
Outlook troubleshooting, Teams issues, email synchronization problems, OneDrive support, and collaboration platform assistance.

Remote Access & VPN
Support
VPN connectivity troubleshooting, MFA support, remote desktop assistance, and cloud access issues.

Printer & Peripheral Support Printer connectivity issues, scanner support, driver installation, and peripheral troubleshooting.

Network & Connectivity
Issues
Wi-Fi connectivity problems, internet access troubleshooting, network performance concerns, and VoIP support.

Server & Infrastructure
Alerts
Monitoring and response for server health alerts, storage thresholds, failed services, and backup-related incidents.

Cybersecurity & Endpoint
Protection
Malware alerts, phishing concerns, antivirus issues, endpoint isolation events, and suspicious activity investigations.

Mobile Device Support Smartphone and tablet configuration, mobile email support, MFA enrollment, and secure mobile access assistance.

Software & Application
Support
Troubleshooting operational software, department-specific applications, cloud platforms, and business productivity tools.

For critical operational environments such as public safety systems, network outages, cybersecurity events, backup failures, or infrastructure disruptions, BuzzClan applies accelerated escalation and response procedures to minimize downtime and operational impact.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
46 h. Describe availability of other key staff during normal business hours, including systems administrators and engineers with areas of expertise such as Terminal Server.

Critical Support Scenario Response Approach
Network or Server Outage Immediate escalation to infrastructure engineers and continuous monitoring until service restoration.

Cybersecurity Incident Rapid containment, investigation, remediation, and stakeholder communication procedures.

Backup Failure or Data Risk Priority response for backup validation, recovery analysis, and remediation actions.

Public Safety System Impact High-priority support and escalation procedures for operationally sensitive systems.

BuzzClan’s help desk performance is continuously reviewed through operational reporting, trend analysis, management oversight, and service review meetings to ensure that support services remain responsive, efficient, and aligned with the City’s operational requirements.

Through proactive monitoring, centralized service management, rapid escalation procedures, and experienced technical support personnel, BuzzClan delivers responsive and accountable help desk services designed to maintain operational continuity, improve end-user productivity, and ensure the stability of the City’s technology environment.

BuzzClan maintains a structured support organization consisting of help desk personnel, systems administrators, infrastructure engineers, cloud specialists, cybersecurity analysts, project managers, and senior technical leadership to ensure responsive and continuous support during normal business hours. Our staffing model is designed to provide the City with access to qualified technical resources capable of supporting day-to-day operational needs, advanced infrastructure issues, cybersecurity events, cloud administration, networking environments, virtualization platforms, and specialized municipal technologies.

During standard business hours, BuzzClan provides direct access to multiple tiers of technical support personnel to ensure rapid escalation, efficient issue resolution, operational continuity, and proactive infrastructure management. Our support structure is intentionally team-based to reduce dependency on individual personnel and ensure consistent coverage across all operational areas.

Support Role Availability During
Business Hours Primary Responsibilities
Help Desk Support
Technicians Fully Available
End-user support, desktop troubleshooting,
password resets, remote access support,
software issues, ticket intake, and operational
assistance.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
47 Systems
Administrators Fully Available
Windowsserver administration, Active Directory
management, patch management, virtualization
support, backup oversight, and infrastructure
maintenance.

Network Engineers Available During Business
Hours
Network troubleshooting, firewall management,
VPN support, switch and router administration,
wireless infrastructure support, and connectivity
optimization.

Cloud & Microsoft
365 Specialists
Available During Business
Hours
Microsoft 365 administration, cloud identity
management, Teams support, email systems,
Azure integration, and SaaS platform support.

Cybersecurity
Analysts
Available During Business
Hours with After-Hours
Escalation Coverage
Security monitoring, incident response,
vulnerability remediation, endpoint protection
management, and threat analysis.

Infrastructure
Engineers
Available During Business
Hours
Advanced server troubleshooting, virtualization
support,storage management, disaster recovery
coordination, and infrastructure optimization.

Project & Account
Management Staff Fully Available
Service coordination, reporting, strategic
planning, escalation management, and client
communication.

Senior Engineering
Leadership Available for Escalation
Oversight of major incidents, chronic operational
issues, infrastructure planning, and advanced
technical escalation support.

BuzzClan’s operational support model includes centralized coordination between help desk personnel, infrastructure teams, cybersecurity specialists, and engineering resources to ensure that advanced technical issues can be escalated efficiently without delays.

Technical Expertise Area BuzzClan Capability
Windows Server
Administration
Active Directory, Group Policy, DNS, DHCP, file services, server patching, and identity management support.

Virtualization Platforms
Support for Hyper-V and virtualized infrastructure management, performance optimization, VM provisioning, and disaster recovery integration.

Network Infrastructure Cisco, Juniper, Ubiquiti, firewall administration, VPN support, wireless networking, and connectivity troubleshooting.

Microsoft 365 & Cloud
Services
Exchange Online, Teams, OneDrive, SharePoint, Azure AD, MFA administration, and cloud service management.

Backup & Disaster
Recovery
Backup monitoring, recovery validation, cloud replication, and disaster recovery coordination.

Endpoint Security EDR management, antivirus administration, ransomware monitoring, patch compliance, and endpoint hardening.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
48 i. Describe after-hours support. What is the guaranteed response time? How is your after-hours response time structured (e.g., time of day, severity)? What is the average response time?
VoIP & Communication
Systems
VoIP troubleshooting, communication platform support, network QoS coordination, and telephony support.

Remote Access
Technologies
VPN administration, MFA support, secure remote connectivity, and remote desktop troubleshooting.

Specialized Municipal
Systems
Coordination and support for operational technologies, SCADA infrastructure, public safety systems, and municipal applications.

BuzzClan also conducts routine operational coordination between technical teams and client stakeholders to ensure alignment with support priorities, infrastructure health, cybersecurity concerns, and ongoing projects.

Operational
Coordination Area Support Function
Service Review Meetings Discussion of operational performance, recurring issues, infrastructure concerns, and support priorities.

Escalation Management Coordination of advanced incidents, cybersecurity events, or critical operational disruptions.

Strategic Planning Support Collaboration regarding infrastructure modernization, hardware lifecycle planning, and cybersecurity improvements.

Vendor Coordination Engagement with third-party vendors, cloud providers, ISPs, and software vendors when required for issue resolution.

For critical operational environments, including public safety systems, backup infrastructure, networking equipment, remote connectivity services, and cybersecurity incidents, BuzzClan provides accelerated escalation procedures and direct access to senior engineering resources to minimize operational disruption and maintain service continuity.

Through a structured support organization, experienced technical personnel, centralized service coordination, and proactive escalation procedures, BuzzClan ensures the City has reliable access to qualified systems administrators, engineers, and specialized technical resources during normal business hours to support both routine operational needs and advanced infrastructure challenges.

BuzzClan provides structured after-hours support services designed to ensure operational continuity, rapid incident response, and emergency technical assistance outside of standard business hours. Our after-hours support model is specifically designed to support municipal environments operating critical infrastructure, public safety systems, remote access services, cloud platforms, VoIP communications, backup systems, and cybersecurity operations that may require immediate technical attention beyond normal help desk hours.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
49 BuzzClan maintains a 24/7/365 emergency escalation and monitoring capability supported by centralized monitoring systems, automated alerting platforms, on-call engineers, cybersecurity personnel, and infrastructure specialists. This approach ensures that critical operational incidents are identified, escalated, and addressed promptly, regardless of time of day or day of the week.

After-Hours Support Area BuzzClan Support Capability
Emergency Support Coverage 24/7/365 support availability for critical outages, cybersecurity incidents, infrastructure failures, and operational emergencies.

Monitoring Coverage
Continuous automated monitoring of servers, networking
infrastructure, backup systems, endpoint security, cloud services, and critical operational systems.

On-Call Technical Staff
Designated on-call systems administrators, infrastructure engineers, network specialists, and cybersecurity personnel are available after hours.

Escalation Procedures
Critical incidents are automatically escalated through predefined severity-based workflows to appropriate technical and
management personnel.

Remote Emergency Response Secure remote troubleshooting, containment, remediation, and operational recovery support are available after hours.

Vendor Coordination
Coordination with ISPs, cloud providers, hardware vendors, software providers, and third-party support organizations when required during emergencies.

BuzzClan structures after-hours response times based on incident severity, operational impact, affected systems, and business criticality. High-priority incidents impacting public safety operations, network availability, cybersecurity posture, or critical infrastructure receive accelerated response and escalation treatment.

Severity Level Example Incident Type Guaranteed After-Hours Response Time
Severity 1 – Critical
Emergency
Complete network outage, ransomware event,
server failure, public safety system outage, internet
failure affecting operations, critical cloud outage
Within 15 Minutes
Severity 2 – High
Priority
Major degradation affecting multiple users, VPN
outage, VoIP disruption, and failed backups
affecting recovery readiness
Within 30 Minutes
Severity 3 –
Moderate Priority
Limited user impact, intermittent service
degradation, non-critical application issues Within 2 Hours Severity 4 – Low
Priority
Informational requests, non-urgentservice
requests, and routine maintenance items
Next Business Day unless
otherwise coordinated
Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
50 BuzzClan’s after-hours support model differentiates between emergency operational incidents and routine service requests to ensure critical resources remain focused on incidents with significant operational impact.

Support Category After-Hours Handling Approach
Critical Infrastructure
Incidents
Immediate escalation and active troubleshooting by on-call engineering staff.

Cybersecurity Events Rapid containment, investigation, incident response coordination, and recovery support.

Public Safety System
Issues
Priority escalation and continuous engagement until operationalstability is restored.

Routine Service
Requests
Logged within the service management system and scheduled for standard business hour handling unless operational urgency exists.

Maintenance Activities Scheduled and coordinated in advance with authorized City personnel.

BuzzClan’s average after-hours response performance is supported through proactive monitoring technologies, automated alerting systems, and centralized service management integration.

Operational Performance Metric Average Performance
Average Response Time – Critical Incidents Approximately 10–15 Minutes Average Response Time – High Priority
Incidents Approximately 20–30 Minutes
Average Escalation Time
Immediate to within 15 minutes, depending on
severity
Average Infrastructure Alert
Acknowledgement Under 15 Minutes
Average Cybersecurity Incident
Engagement Under 15 Minutes for active threat conditions BuzzClan also provides management oversight and post-incident review procedures for significant after-hours incidents to ensure operational transparency, identify root causes, and implement long-term remediation strategies where necessary.

Post-Incident
Management Activity Purpose
Incident Review &
Documentation
Detailed analysis of incident timeline, root cause, remediation actions, and operational impact.

Preventive Recommendations Recommendations for infrastructure improvements, redundancy enhancements, or operational changes to reduce future risk.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
51 j. Are there any penalties for your company if the guaranteed response times are not met? Executive Reporting Summary reporting is provided for major incidents or operationally significant after-hours events.

Continuous Improvement Incorporation of lessons learned into monitoring rules, escalation procedures, and operational best practices.

Through 24/7/365 monitoring, structured escalation procedures, dedicated on-call technical staff, automated alerting systems, and severity-based response management, BuzzClan provides a responsive and reliable after-hours support framework designed to protect the City’s operational continuity, infrastructure stability, and cybersecurity posture at all times.

BuzzClan maintains a strong operational commitment to meeting agreed-upon service levels, response times, escalation procedures, and support expectations through proactive monitoring, structured service management processes, dedicated technical staffing, and continuous operational oversight. Our managed services model is designed to prioritize rapid response, operational accountability, and timely issue resolution to minimize disruption to the City’s operations.

At this time, BuzzClan does not impose contractual financial penalties or service credits related specifically to missed response time metrics. However, BuzzClan maintains rigorous internal service level management procedures and operational governance practices to ensure that response commitments are consistently achieved and that any service delivery concerns are promptly addressed through escalation management and corrective action processes.

Service Management Area BuzzClan Operational Approach
SLA Monitoring
All ticket response times, escalation timelines, and service delivery metrics are continuously tracked through the Jira-based service management platform.

Operational Accountability
Support performance is monitored by service delivery managers and leadership teams to ensure responsiveness and operational consistency.

Escalation Procedures
Any delays involving critical or high-priority incidents are escalated internally to senior technical staff and management for immediate attention.

Continuous Improvement
Operational metrics, recurring incidents, and service performance trends are regularly reviewed to identify improvement opportunities and strengthen response efficiency.

Client Communication
The City will receive ongoing communication regarding incident status, escalation progress, remediation activities, and operational updates during active support events.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
52 k. Describe the on-site support representative responsibilities and recommended schedule (hours per week/month).

BuzzClan’s service delivery philosophy focuses on proactive support management rather than penalty-based enforcement. Our operational processes are designed to prevent delays through continuous monitoring, automated alerting, proactive maintenance, resource availability planning, and structured escalation procedures.

Operational Control Purpose
24/7 Monitoring &
Alerting
Early identification of infrastructure, cybersecurity, and operational issues before widespread impact occurs.

Automated Escalation
Workflows
Rapid routing of critical incidents to appropriate technical and management personnel.

Team-Based Support
Structure
Availability of multiple engineers, administrators, and specialists to support operational continuity and reduce resource dependency risks.

Performance Reporting Ongoing reporting of response times, ticket trends, SLA performance, and operational metrics.

Root Cause Analysis Investigation of recurring or delayed incidents to identify corrective actions and process improvements.

For critical incidents involving public safety systems, cybersecurity events, major outages, or operationally significant disruptions, BuzzClan applies accelerated escalation and management oversight procedures to ensure rapid engagement and continuous response until operational stability is restored.

Through proactive operational management, centralized monitoring, structured escalation workflows, and continuous service oversight, BuzzClan is committed to delivering responsive, reliable, and accountable managed IT support services while maintaining a collaborative partnership approach with the City.

BuzzClan proposes an on-site support presence of approximately 3 visits per week, 3 hours per visit, aligned with the City’s stated operational expectations and support requirements. The onsite support representative will work closely with City staff to provide hands-on technical assistance, operational support, infrastructure coordination, and proactive maintenance activities across the City’s locations.

Responsibility Area On-Site Support Responsibilities
End-User Support Assist users with desktop, laptop, printer, mobile device,software, and connectivity issues requiring hands-on support.

Hardware Support Perform workstation setup, device replacement, troubleshooting, hardware installation, and peripheral support.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
53 l. Describe specific help desk staff skill sets to support advanced issues with programs such as Terminal Server, Exchange, VMWare, and applications support (e.g., operating system issues or MS Office issues).

Infrastructure
Coordination
Support networking equipment, VoIP systems, conference room technology, and on-site operational systems.

Preventive Maintenance Conduct routine system checks, patch verification, equipment inspections, and operational health reviews.

Vendor Coordination Coordinate with third-party vendors for specialized systems such as SCADA, printers, cameras, and access control systems.

Escalation Support Work with BuzzClan’s remote engineers and cybersecurity teamsto resolve advanced technical issues or operational incidents.

Documentation &
Reporting
Maintain service records, update operational documentation, and provide status updates regarding onsite activities and identified risks.

The onsite representative will also serve as a direct point of coordination between City personnel and BuzzClan’s remote support teams to ensure efficient communication, rapid issue escalation, and continuity of support operations. Additional onsite hours may be scheduled during infrastructure projects, emergency incidents, major upgrades, or operationally critical activities as needed.

BuzzClan maintains a multi-tier technical support structure consisting of help desk technicians, systems administrators, infrastructure engineers, cloud specialists, and cybersecurity personnel with experience supporting advanced enterprise and municipal IT environments. Our technical teams are trained to support complex infrastructure issues, operating system troubleshooting, virtualization platforms, Microsoft technologies, networking systems, cloud environments, and end-user productivity applications.

BuzzClan’s support model is designed to ensure that advanced technical issues are rapidly escalated to personnel with the appropriate specialization and operational expertise. While the City has confirmed that Microsoft Terminal Server is not currently in use, BuzzClan maintains personnel experienced with remote desktop services, centralized application delivery, and virtualized environmentsto support future operational needsif required.

Technical Skill Area BuzzClan Staff Expertise
Microsoft Windows
Server
Active Directory administration, Group Policy management, DNS/DHCP support, server patching, authentication troubleshooting, file services, and infrastructure management.

Microsoft Exchange
& Microsoft 365
Exchange Online administration, Outlook troubleshooting, mailbox management, Teams support, email security, migration assistance, and cloud collaboration services.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
54 VMware &
Virtualization
Experience supporting virtualized environments, including VMware and Hyper-V infrastructure, VM provisioning, resource optimization, backup integration, and virtual infrastructure troubleshooting.

Terminal Services &
Remote Access
Support for Remote Desktop Services (RDS), secure remote access technologies, VPN connectivity, MFA troubleshooting, and centralized application environments.

Operating System
Support
Advanced troubleshooting for Windows desktop and server operating systems, including performance issues, update failures, profile corruption, boot issues, and system recovery.

Microsoft Office&
Productivity
Applications
Support for Microsoft Office applications, including Outlook, Word, Excel, PowerPoint, Teams, OneDrive, and SharePoint integration issues.

Networking &
Connectivity
Troubleshooting of switches, routers, firewalls, wireless networks, VPN services, DNS resolution, and remote connectivity problems.

Backup & Disaster
Recovery
Backup monitoring, recovery validation, cloud replication support, restoration testing, and disaster recovery coordination.

Endpoint Security EDR management, antivirus troubleshooting, ransomware response support, endpoint hardening, and vulnerability remediation.

Cloud & Hybrid
Environments
Microsoft 365 administration, Azure integration support, cloud identity management, hybrid authentication, and SaaS platform troubleshooting.

BuzzClan’s support structure includes escalation access to senior engineers and specialists for advanced operational issues involving infrastructure performance, virtualization, cloud services, cybersecurity incidents, and application-level troubleshooting.

Support Tier Technical Capability
Tier 1 Help Desk Password resets, user support, Office troubleshooting, desktop issues, printer support, and basic connectivity assistance.

Tier 2 Systems
Administration
Server troubleshooting, Active Directory support, virtualization management, backup operations, and advanced operating system support.

Tier 3 Engineering &
Specialized Support
Advanced networking, virtualization infrastructure, cloud services, cybersecurity response, disaster recovery, and complex operational troubleshooting.

BuzzClan’s technical staff continuously participates in training and operational reviews to maintain familiarity with evolving Microsoft technologies, virtualization platforms, cybersecurity threats, cloud services, and infrastructure management best practices.

Through experienced technical personnel, structured escalation procedures, and specialized engineering support, BuzzClan provides comprehensive advanced help desk and infrastructure support capabilities for the City’s IT environment.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
55 n. Describe any system backup support you offer.

BuzzClan provides end-user and administrative training services designed to improve technology adoption, cybersecurity awareness, operational efficiency, and overall user productivity. Training is delivered as part of our managed IT services engagement and may be provided remotely or onsite, depending on the City’s operational needs.

Training Area Training Services Provided
End-User Training
Guidance and support for Microsoft 365 applications, Outlook, Teams, OneDrive, SharePoint, remote access tools, MFA usage, and general desktop productivity applications.

Cybersecurity
Awareness
User awareness training covering phishing prevention, password security, safe remote access practices, ransomware awareness, and acceptable use procedures.

Administrative
Knowledge Transfer
Operational guidance for designated City personnel related to reporting, ticketing systems, backup procedures, and technology management processes.

New Technology Rollouts Training support during the implementation of new systems, software upgrades, cloud services, or infrastructure changes.

Application & System
Support
Basic operational training for department-specific applications and coordination with third-party vendors when specialized application training is required.

BuzzClan also provides knowledge transfer sessions, operational documentation, and user guidance materials to help ensure City staff are comfortable using supported technologies and following security best practices. Where specialized vendor-certified training is required, BuzzClan can coordinate with third-party training providers, software vendors, or technology partners to support the City’s requirements.

BuzzClan provides comprehensive systems backup and disaster recovery support services designed to protect critical data, maintain operational continuity, and support rapid recovery in the event of hardware failure, ransomware, accidental deletion, or system disruption.

Backup Support Area BuzzClan Backup Services
Backup Monitoring Continuous monitoring of backup jobs, storage capacity, replication status, and backup failures.
m. Describe any training your organization provides to your clients, including network applications and/or desktop applications. (Or are you affiliated with an organization that provides training to clients?)
Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
56 o. Describe any disaster recovery support provided.

Local & Cloud Backup
Support
Management and support for both local and cloud-based backup environments.

Backup Verification Routine validation of backup completion and periodic restoration testing to ensure recoverability.

Disaster Recovery
Support
Assistance with system restoration, disaster recovery planning, and recovery coordination during operational incidents.

Backup Security Secure backup management using encryption, restricted administrative access, and monitoring for unauthorized activity.

Server & Endpoint Backup Support for backups ofservers, desktops, laptops, Microsoft 365 data, and critical operational systems.

Reporting &
Documentation
Backup status reporting, recovery documentation, and operational tracking through the service management platform.

BuzzClan also provides proactive recommendations related to backup retention policies, storage optimization, ransomware resiliency, and disaster recovery improvements to help maintain a secure and reliable backup environment for the City.

BuzzClan provides disaster recovery support services designed to help the City quickly restore critical systems, data, and operations following cybersecurity incidents, hardware failures, natural disasters, power outages, or other operational disruptions.

Disaster Recovery Area BuzzClan Support Services
Disaster Recovery Planning Development and maintenance of disaster recovery procedures, recovery priorities, and restoration workflows.

Backup & Recovery Support Management of local and cloud-based backups with recovery validation and restoration assistance.

System Restoration Recovery of servers, workstations, applications, cloud services, and critical operational systems following outages or incidents.

Emergency Response
Support
Rapid response and escalation support for ransomware events, infrastructure failures, and operational emergencies.

Recovery Testing Periodic testing and validation of backup recoverability and disaster recovery readiness.

Infrastructure Coordination Coordination with vendors, cloud providers, ISPs, and third-party technology partners during recovery efforts.

Business Continuity
Support
Assistance in minimizing downtime and restoring essential City operations as quickly as possible.

BuzzClan’s disaster recovery approach includes proactive monitoring, backup verification, secure recovery procedures, and documented recovery processes to help ensure Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
57 p. Describe how major software upgrades will be applied. Are there extra fees for upgrades? If so, please describe.
operational continuity and reduce the impact of unexpected disruptions on the City’s environment.

BuzzClan follows a structured change management and upgrade process to ensure major software upgrades are planned, tested, communicated, and implemented with minimal disruption to City operations. Our approach includes coordination with City stakeholders, system compatibility reviews, backup validation, scheduling during approved maintenance windows, and post-upgrade testing to confirm operational stability.

Upgrade Management
Area BuzzClan Upgrade Process
Planning &
Assessment
Review of software requirements, compatibility, licensing, infrastructure impact, and operational risks prior to upgrade implementation.

Backup & Recovery
Preparation
Verification ofsystem backups and recovery options before any major upgrade activity begins.

Testing & Validation Testing of upgrades, patches, and configuration changesto reduce compatibility or operational issues.

Scheduled
Maintenance
Windows
Major upgrades are typically performed during approved after-hours or low-impact maintenance periods.

User Communication Advance notification provided regarding maintenance schedules, expected downtime, and operational impact.

Post-Upgrade
Support
Validation of system functionality, monitoring, troubleshooting, and user support following upgrade completion.

Documentation &
Reporting
All upgrade activities, changes, and outcomes are documented within the service management system.

Routine software updates, security patches, and standard maintenance activities are generally included within the normal managed services scope. However, major infrastructure upgrades, large-scale migrations, software replacements, version upgrades requiring significant project effort, or vendor-driven implementation projects may be billed separately as project-based services or optional fees depending on scope and complexity.

Upgrade Type Billing Approach
Routine Patching & Standard
Updates Included within regular managed services support.

Major Version Upgrades May require separate project-based pricing depending on complexity and downtime requirements.

Large Infrastructure Migrations Typically scoped and quoted separately as project work.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
58 q. Describe patch management – how software updates and patches are performed both on servers and desktops. Who is responsible for doing updates? How often are they done? If using automated tools, what program is being used to roll out the updates, and what programs are being updated?
Vendor Licensing or
Third-Party Costs
Additional software licensing, hardware, or vendor fees are billed separately if applicable.

BuzzClan will always provide transparent communication, detailed scope information, and cost estimates for any upgrade activities outside the standard managed services agreement before work is initiated.

BuzzClan provides centralized and proactive patch management services for servers, desktops, laptops, networking devices, and supported applications to ensure systems remain secure, stable, and compliant with current security standards. Our patch management process is designed to reduce cybersecurity risk, address known vulnerabilities, improve system reliability, and minimize operational disruptions across the City’s IT environment.

Patch Management
Area BuzzClan Patch Management Approach
Server Patch
Management
Operating system updates,security patches, firmware updates, and critical application patches are scheduled, tested, deployed, and monitored for Windows servers and infrastructure systems.

Desktop & Laptop
Updates
Automated deployment of operating system patches, Microsoft updates, security fixes, and supported third-party application updates for workstations and laptops.

Security & Critical
Updates
High-risk security patches and critical vulnerability updates are prioritized and deployed on an accelerated schedule when required.

Maintenance Scheduling Patches are typically deployed during scheduled maintenance windows or after-hours periods to minimize operational impact.

Backup Verification Backup status and recovery readiness are verified before major patching or maintenance activities.

Monitoring & Validation Systems are monitored after updates to confirm successful installation, operational stability, and patch compliance.

Exception Management Devices requiring manual intervention, compatibility review, or vendor coordination are tracked and managed separately.

BuzzClan is responsible for managing and coordinating patch deployment activities as part of the managed services engagement. Our technical teams oversee patch scheduling, testing, deployment, validation, troubleshooting, and reporting for supported systems and devices.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
59 Responsibility Area Responsible Party
Patch Deployment & Monitoring BuzzClan
Update Scheduling & Maintenance Coordination BuzzClan, in coordination with the City Patch Compliance Reporting BuzzClan
Emergency Security Patching BuzzClan
Vendor Coordination for Specialized Systems BuzzClan with third-party vendors, where required
BuzzClan utilizes centralized Remote Monitoring and Management (RMM) and endpoint management tools to automate patch deployment, compliance tracking, alerting, and reporting across the environment.

Automated Tool & Platform Function
RMM Platform Automated deployment of Windows updates, patch scheduling, compliance monitoring, and reporting.

Microsoft Endpoint
Management/Intune
Management of endpoint updates, policies, and mobile device patching, where applicable.

Endpoint Security Platforms Automated antivirus, EDR, and threat definition updates.

Monitoring & Alerting Systems Detection of failed patches, reboot requirements, missing updates, and compliance exceptions.

Programs and systemstypically updated through the patch management process include:

Supported Update Areas Examples
Operating Systems Microsoft Windows Servers and Windows desktop operating systems Microsoft Applications Microsoft Office, Outlook, Teams, OneDrive, and related Microsoft 365 applications
Browsers & Productivity Tools Microsoft Edge, Google Chrome, Adobe products, and commonly used business applications
Endpoint Security Tools Antivirus, EDR agents, security monitoring tools, and device management agents
Infrastructure Devices Firewall firmware, networking equipment updates, and supported infrastructure software
For specialized systems such as SCADA environments, public safety technologies, Live Scan systems, or vendor-managed applications, BuzzClan coordinates patching and maintenance activities with authorized third-party vendors to ensure compatibility and operational continuity.

Through proactive patch management, automated deployment tools, centralized monitoring, and structured maintenance procedures, BuzzClan helps maintain a secure, Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
60 r. How are network down-times for maintenance scheduled and communicated? stable, and compliant technology environment for the City while minimizing operational disruption and cybersecurity exposure.

BuzzClan follows a structured maintenance and change management process to ensure that network downtime related to upgrades, patching, hardware replacement, security updates, or infrastructure maintenance is carefully planned, approved, communicated, and executed with minimal disruption to City operations.

Maintenance
Management Area BuzzClan Approach
Scheduled
Maintenance Windows
Network maintenance activities are typically scheduled during after-hours periods, weekends, or low-usage timeframesto minimize operational impact.

Advance
Communication
Designated City personnel are notified in advance regarding planned maintenance activities, expected downtime, affected systems, and estimated restoration timelines.

Change Management
Process
All significant maintenance activities follow documented change management procedures, including planning, risk review, approval, implementation, and post-maintenance validation.

Emergency
Maintenance
In cases involving critical security vulnerabilities, outages, or infrastructure failures, emergency maintenance may be performed with expedited notification procedures.

User Notifications
Notifications may be communicated through email alerts, ticketing system updates, maintenance advisories, or direct communication with impacted departments.

Post-Maintenance
Validation
Systems and network services are tested after maintenance to verify operationalstability and successful completion of updates or repairs.

Documentation &
Reporting
Maintenance activities, configuration changes, downtime events, and operational outcomes are documented within the service management platform.

BuzzClan coordinates closely with City stakeholders to ensure maintenance schedules align with operational priorities, public safety requirements, remote access needs, and departmental workflows. For critical environments such as public safety systems, VoIP infrastructure, cloud services, and network connectivity supporting multiple City facilities, additional planning and communication procedures are applied to reduce operational risk.

Communication Method Purpose
Email Notifications Advance communication regarding scheduled maintenance windows and expected impact.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
61 Jira Ticketing Updates Real-time visibility into maintenance activities,status updates, and completion tracking.

Emergency Escalation
Communication
Immediate communication for unplanned outages or urgent infrastructure maintenance.

Service Review Meetings Discussion of upcoming maintenance schedules, infrastructure upgrades, and operational planning activities.

BuzzClan’s goal is to ensure all planned maintenance activities are performed in a controlled, transparent, and minimally disruptive manner while maintaining the security, stability, and reliability of the City’s network infrastructure.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
62 a. Describe your tools and strategies to monitor and ensure the stability of the computing environment.

6. MONITORING
BuzzClan utilizes a proactive monitoring and operational management framework designed to maintain the stability, security, performance, and availability of client computing environments. Our monitoring strategy combines enterprise-grade Remote Monitoring and Management (RMM) platforms, network monitoring tools, endpointsecurity systems, cloud monitoring services, backup validation tools, and cybersecurity monitoring technologies to provide continuous visibility into infrastructure health and operational conditions across the entire IT environment.

Our monitoring approach is designed to support distributed municipal environments consisting of desktops, laptops, servers, networking infrastructure, firewalls, cloud services, backup systems, VoIP platforms, mobile devices, SCADA-related systems, and public safety technologies operating across multiple locations. The goal of our monitoring program is to identify operational issues, performance degradation, security risks, hardware failures, and service disruptions before they significantly impact users or City operations.

Monitoring Area BuzzClan Monitoring Tools & Strategies
Infrastructure
Monitoring
Continuous monitoring of servers, workstations, virtual environments, storage systems, and critical infrastructure components for uptime, resource utilization, health status, and operational performance.

Network Monitoring
Monitoring of routers, switches, firewalls, VPN connections, wireless infrastructure, bandwidth utilization, latency, packet loss, and network availability.

Endpoint Monitoring
Real-time monitoring of desktops, laptops, mobile devices, operating system health, patch status, antivirus activity, endpoint security compliance, and hardware performance.

Cybersecurity
Monitoring
Continuous monitoring of endpoint protection alerts, authentication events, firewall activity, suspicious behavior, malware indicators, and security anomalies using SIEM and security management tools.

Backup & Disaster
Recovery Monitoring
Monitoring of backup job completion, replication status, storage utilization, retention policies, restoration validation, and disaster recovery readiness.

Cloud & Microsoft
365 Monitoring
Monitoring of Microsoft 365 services, cloud authentication systems, email availability, cloud synchronization health, and SaaS platform accessibility.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
63 VoIP &
Communication
Systems Monitoring
Monitoring of VoIP connectivity, call quality, communication platform availability, and network performance affecting voice services.

Environmental &
Operational Alerts
Automated alerts for hardware failures, storage capacity thresholds, failed services, connectivity interruptions, unusual system behavior, and operational anomalies.

BuzzClan leverages centralized Remote Monitoring and Management (RMM) platforms integrated with PSA systems, SIEM tools, endpoint security platforms, and automated alerting systems to maintain operational visibility and support proactive service delivery.

Monitoring Technology Operational Capability
RMM Platforms Centralized monitoring, remote administration, automation, patch management, asset tracking, and operational alerting.

SIEM & Security Monitoring
Tools
Correlation and analysis of security events, authentication anomalies, endpoint alerts, firewall logs, and suspicious activities.

Endpoint Detection &
Response (EDR)
Real-time threat detection, behavioral analysis, ransomware protection, endpoint isolation, and security event investigation.

Network Monitoring
Systems
Visibility into connectivity health, infrastructure performance, bandwidth consumption, and network device status.

Backup Monitoring Tools Automated verification of backup success, replication health, retention compliance, and recovery readiness.

PSA & Service Management
Integration
Automated ticket generation, escalation workflows, SLA tracking, and operational reporting integration.

BuzzClan’s monitoring strategy is based on a proactive operational management model designed to identify and remediate issues before they escalate into critical incidents or service outages.

Proactive Monitoring
Strategy Operational Objective
Real-Time Alerting Immediate identification of outages, failed services, hardware degradation, cybersecurity events, and infrastructure abnormalities.

Predictive Analysis Review of performance trends, storage growth, recurring alerts, and resource utilization patterns to identify future operational risks.

Preventive Maintenance Scheduled patching, firmware updates, hardware reviews, backup validation, and infrastructure optimization activities.

Automated Remediation
Automated scripts and workflows are used to resolve common operational issues, restart failed services, or trigger escalation procedures.

Continuous Health
Checks
Routine validation of server health, endpoint compliance, cloud connectivity, and operational stability.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
64 b. Describe how monitoring results will be communicated to the City.

BuzzClan also incorporates cybersecurity governance into its monitoring framework to help protect client environments from evolving cyber threats and unauthorized activity.

Security Monitoring Area Security Monitoring Practice
Authentication Monitoring Monitoring of failed login attempts, MFA failures, suspicious account activity, and unauthorized access attempts.

Malware & Threat
Detection
Continuous monitoring of malware alerts, ransomware indicators, endpoint behavior anomalies, and exploit activity.

Vulnerability Monitoring Identification of missing patches, outdated systems, unsupported software, and known vulnerabilities requiring remediation.

Firewall & VPN Monitoring Monitoring of firewall events, blocked traffic, VPN connectivity, and remote access security conditions.

Security Escalation
Procedures
Automated escalation and incident response workflowsfor high-risk security events or operational threats.

BuzzClan’s monitoring framework is designed to deliver continuous operational visibility, rapid issue identification, proactive maintenance, and secure management of the City’s IT environment. Through centralized monitoring platforms, layered cybersecurity controls, automated alerting, and proactive operational oversight, BuzzClan ensures the stability, reliability, and security of the computing environment while minimizing operational disruptions and improving overall service continuity.

BuzzClan follows a structured communication and reporting framework to ensure the City receives timely, accurate, and actionable information regarding the health,stability, security, and operational performance of its IT environment. Our monitoring communication process is designed to provide both real-time visibility into critical operational issues and routine reporting that supports informed decision-making, proactive maintenance, cybersecurity oversight, and long-term technology planning.

Monitoring results collected through BuzzClan’s Remote Monitoring and Management (RMM) platforms, SIEM systems, endpoint security tools, network monitoring solutions, cloud monitoring services, and backup management systems are continuously reviewed by our technical operations and cybersecurity teams. Relevant findings are communicated to the City through automated alerts, operational reports, service review meetings, dashboards, escalation procedures, and executive-level summaries.

BuzzClan’s communication model is specifically designed to support municipal environments operating across multiple facilities with distributed infrastructure, cloud Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
65 services, public safety systems, networking equipment, VoIP services, backup systems, and specialized operational technologies.

Communication Method Monitoring Information Communicated Real-Time Critical Alerts
Immediate notification regarding critical outages, failed backups, security incidents, server failures, network disruptions, VPN outages, or operational conditions requiring urgent attention.

Weekly Operational
Reports
Summary of infrastructure health, service desk trends, patch managementstatus, backup monitoring results, endpoint health, and operational maintenance activities.

Monthly Executive Reports
High-level overview of system performance, cybersecurity posture, recurring operational issues, service metrics, capacity concerns, and strategic recommendations.

Service Review Meetings
Scheduled meetings with City stakeholdersto review operational trends, unresolved issues, infrastructure stability, cybersecurity observations, and technology improvement opportunities.

Ticketing System Updates
Real-time visibility into alerts, incidents, escalation activities, remediation actions, maintenance tasks, and operationalstatus changes through the Jira-based service management platform.

Maintenance Notifications
Advance communication regarding scheduled maintenance windows, infrastructure upgrades, patch deployments, firmware updates, or planned service interruptions.

Incident Escalation
Communications
Continuous updates during active incidents or service disruptions, including issue status, remediation progress, operational impact, and estimated restoration timelines.

BuzzClan’s monitoring communication strategy is designed to ensure that information is delivered in a format appropriate for both technical stakeholders and City leadership personnel.

Audience Type Communication Focus
Technical
Stakeholders
Detailed infrastructure alerts, patch status, system performance metrics, backup validation results, security findings, and remediation activities.

Department
Leadership
Operational impactsummaries, recurring service issues, infrastructure stability observations, and service performance reporting.

Executive
Management
Strategic summaries related to cybersecurity posture, operational risks, technology planning, compliance concerns, and infrastructure lifecycle recommendations.

BuzzClan’s reporting and communication procedures also emphasize proactive operational management. Monitoring trends and recurring alerts are analyzed to identify underlying operational risks, capacity limitations, cybersecurity concerns, and infrastructure improvement opportunities before they evolve into larger service disruptions.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
66 Proactive Communication
Area Operational Benefit
Trend Analysis Reporting Identification of recurring incidents, performance degradation, and operational risks requiring preventive action.

Capacity Planning Updates Communication regarding storage growth, hardware lifecycle concerns, bandwidth utilization, and infrastructure scalability needs.

Cybersecurity Risk
Reporting
Visibility into vulnerabilities, patch compliance gaps,suspicious activity, and recommended security improvements.

Strategic
Recommendations
Guidance regarding modernization opportunities, hardware refresh planning, backup resiliency, and operational optimization.

For specialized municipal systems including SCADA infrastructure, VoIP environments, public safety technologies, remote access systems, and CJIS-sensitive operations, BuzzClan applies enhanced communication sensitivity and escalation procedures to ensure rapid operational coordination and risk mitigation.

Through structured operational reporting, automated alerting, centralized service management, real-time escalation procedures, and collaborative governance meetings, BuzzClan ensures that the City maintains continuous visibility into the health, security, and performance of its computing environment while supporting proactive operational management and long-term technology planning.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
67 a. Describe how you will report about status of systems, needs of users, needs for change, etc.

7. MANAGEMENT
BuzzClan follows a proactive IT governance and communication approach designed to provide the City with continuous visibility into the health, performance, security, and operational status of its technology environment. Our management and reporting methodology ensures that City leadership and designated stakeholders receive timely, accurate, and actionable information regarding infrastructure performance, end-user support trends, cybersecurity posture, operational risks, and future technology requirements. BuzzClan’s reporting and management framework combines automated monitoring systems, service management platforms, cybersecurity tools, operational reviews, and strategic planning discussions to support informed decision-making and long-term IT stability. Our approach is specifically designed to support municipal environments operating across multiple locations with critical infrastructure systems, public safety operations, cloud services, mobile endpoints, and specialized operational technologies.

Management Area BuzzClan Reporting and Management Approach System Status
Reporting
BuzzClan continuously monitors servers, endpoints, networking devices, cloud services, backup systems, VoIP infrastructure, and security tools to provide visibility into system health, uptime, performance, storage utilization, patch compliance, and operational stability.

Help Desk & User
Support Reporting
Service desk activity, response times, ticket resolution metrics, recurring user issues, escalation trends, and support demand patterns are documented and communicated through routine operational reports.

Cybersecurity
Reporting
Security reporting includes vulnerability findings, antivirus/EDR status, MFA compliance, firewall alerts, suspicious activities, failed authentication attempts, patch status, and remediation actions.

Infrastructure
Performance
Monitoring
Operational metrics related to network availability, server resource utilization, internet connectivity, wireless performance, backup integrity, and device health are regularly reviewed and reported.

User Needs
Assessment
BuzzClan works collaboratively with City departments and leadership teams to identify operational challenges, end-user concerns, workflow inefficiencies, technology gaps, and future support requirements.

Change Management
Oversight
Planned upgrades, infrastructure modifications, software deployments, hardware replacements, and security improvements are reviewed, documented, communicated, and managed through formal change control procedures.

Strategic IT Planning
BuzzClan provides ongoing recommendations related to cybersecurity improvements, infrastructure lifecycle planning, hardware refreshes, cloud opportunities, operational efficiencies, and risk mitigation initiatives.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
68 BuzzClan utilizes centralized monitoring and service management tools to maintain real-time operational awareness of the City’s environment. Information collected from these platforms is analyzed by our technical operations, engineering, and cybersecurity teams to identify trends, emerging risks, recurring issues, and proactive improvement opportunities.

Reporting Method Purpose
Weekly Operational
Reports
Provide updates on help desk activities, incident trends, system alerts, patch managementstatus, backup verification, and maintenance activities.

Monthly Executive
Reports
Summarize overall infrastructure health, cybersecurity posture, service performance metrics, operational risks, and strategic recommendations.

Real-Time Alerting
Notify designated City contacts regarding critical outages, security incidents, failed backups, connectivity issues, or operational disruptions requiring immediate attention.

Service Review
Meetings
Conductscheduled meetings with City stakeholders to review operational performance, ongoing projects, recurring issues, support trends, and technology priorities.

Strategic Planning
Sessions
Collaborate with City leadership regarding budgeting considerations, infrastructure modernization, cybersecurity enhancements, compliance requirements, and long-term IT planning.

BuzzClan’s management process emphasizes proactive communication rather than reactive issue handling. Our teams continuously evaluate operational patterns, user feedback, support requests, system performance metrics, and security events to identify opportunities for improvement before issues significantly impact City operations. For user needs management, BuzzClan maintains ongoing engagement with City departments and authorized stakeholders to better understand operational workflows, business priorities, technology concerns, and evolving service requirements. This collaborative approach allows BuzzClan to align IT services with departmental objectives while improving user productivity, operational reliability, and service responsiveness.

User Needs
Management Area BuzzClan Approach
End-User Feedback
Collection
Feedback from service requests, onsite visits, support interactions, and review meetings is evaluated to identify recurring operational concerns and improvement opportunities.

Department
Coordination
BuzzClan works directly with departmental representatives to understand operational challenges, application requirements, and technology dependencies.

Recurring Issue Analysis Support trends and repeated incidents are analyzed to identify root causes and long-term corrective solutions rather than temporary fixes.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
69 b. Describe how you will propose changes in technicians assigned to the contract.

Technology
Improvement
Recommendations
Recommendations are provided regarding hardware upgrades, workflow improvements, software optimization, cybersecurity enhancements, and infrastructure modernization.

BuzzClan also maintains formal change management procedures to ensure that infrastructure changes, maintenance activities, software updates, and security improvements are properly reviewed, communicated, documented, and implemented with minimal disruption to City operations.

Change Management
Area BuzzClan Process
Change Planning
All significant infrastructure or system changes are evaluated for operational impact, risk exposure, and implementation requirements before execution.

Stakeholder
Communication
Planned maintenance activities, upgrades, outages, and operational changes are communicated to designated City personnel in advance whenever possible.

Change Documentation
All approved changes are documented within the service management platform, including implementation details, affected systems, validation procedures, and rollback plans.

Post-Change Validation Systems are tested and monitored following implementation to confirm operational stability and successful completion of changes.

In addition to operational reporting, BuzzClan provides executive-level visibility into broader IT governance considerations, including cybersecurity readiness, compliance alignment, technology lifecycle planning, disaster recovery preparedness, vendor coordination, and infrastructure resilience.

Through structured communication, continuous monitoring, strategic reporting, and collaborative operational management, BuzzClan ensures that the City remains fully informed regarding system health, user needs, operational risks, infrastructure changes, and long-term technology planning initiatives.

BuzzClan understands the importance of maintaining consistency, operational continuity, institutional knowledge, and trusted working relationships throughout the duration of a managed IT services engagement. Our staffing management approach is designed to minimize disruption while ensuring that the City always has access to qualified personnel with the appropriate technical expertise, security clearances, and operational knowledge necessary to support the City’s technology environment.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
70 BuzzClan maintains a structured personnel transition and communication process for any proposed changes involving technicians, engineers, project resources, account managers, or other personnel assigned to the contract. Any staffing adjustments are managed through formal review, internal approval, client communication, knowledge transfer, and transition planning procedures to ensure uninterrupted service delivery and operational stability.

Staffing Management
Area BuzzClan Approach
Advance Communication
The City will be notified in advance regarding any proposed changes to primary technicians, engineers, account managers, or other key personnel assigned to the engagement whenever operationally possible.

Client Coordination
Staffing changes will be discussed with designated City stakeholders to ensure alignment with operational requirements,service continuity expectations, and project needs.

Qualified Resource
Assignment
Replacement personnel will possess qualifications, certifications, technical experience, and relevant managed services expertise comparable to or exceeding the personnel being transitioned.

Security & Compliance
Validation
Any newly assigned personnel will complete required background checks, security onboarding, confidentiality agreements, and applicable client-specific compliance requirements prior to receiving access to City systems.

Knowledge Transfer
Procedures
Structured knowledge transfer sessions, documentation reviews, and operational handoff procedures will be completed before transitioning responsibilities between technicians.

Documentation
Continuity
All support activities, configurations, operational notes, escalation procedures, and environment-specific information will remain centrally documented to reduce dependency on individual personnel.

Transition Oversight
BuzzClan management will oversee staffing transitions to ensure continuity of support, preservation of operational knowledge, and minimal disruption to City operations.

Emergency Staffing
Coverage
Backup resources and escalation personnel will be available to ensure continuous support coverage during planned or unplanned staffing adjustments.

BuzzClan recognizes that municipal IT environments require operational familiarity, security awareness, and continuity of support. For this reason, our staffing model is designed around team-based service delivery rather than reliance on a single technician. This approach ensures that institutional knowledge regarding the City’s infrastructure, public safety systems, networking environment, cloud services, backup systems, VoIP infrastructure, and specialized operational technologies is maintained across multiple support resources.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
71 Transition Scenario BuzzClan Transition Procedure
Planned Personnel
Change
For planned staffing changes, BuzzClan will provide advance notice, introduce replacement personnel, complete knowledge transfer activities, and coordinate onboarding schedules with the City.

Role Expansion or
Specialized Support
Additional engineers or specialists may be assigned when project complexity, cybersecurity requirements, infrastructure upgrades, or operational demands require expanded expertise.

Emergency Resource
Replacement
In cases involving unforeseen personnel changes, BuzzClan will assign qualified interim resources immediately while maintaining service continuity and completing accelerated knowledge transfer procedures.

Performance-Based
Staffing Adjustments
If operational requirements or service expectations indicate the need for staffing adjustments, BuzzClan management will collaborate with City stakeholders to identify appropriate solutions and staffing modifications.

Before assigning any new technician or engineer to the contract, BuzzClan conducts internal reviews to ensure personnel are familiar with the City’s operational environment, technology stack, support procedures, cybersecurity standards, escalation workflows, and compliance obligations. This preparation includes a review of infrastructure documentation, support history, operational procedures, security requirements, and ongoing projects.

BuzzClan also maintains centralized documentation and operational knowledge repositories to support continuity during personnel transitions. These records include infrastructure diagrams, support procedures, ticket histories, administrative processes, vendor coordination details, maintenance records, and configuration documentation. By maintaining comprehensive documentation standards, BuzzClan minimizes operational risk associated with staffing changes and ensures continuity of service delivery.

Communication &
Governance Area BuzzClan Practice
Transition Meetings
Scheduled meetings may be conducted with City stakeholders to introduce new personnel, review responsibilities, & discuss ongoing operational priorities.

Escalation
Management
Senior management oversight is maintained during staffing transitions to ensure service quality and timely issue resolution.

Operational Reporting Staffing changes and transition status updates may be incorporated into regular service review meetings & operational reports.

Client Feedback
Review
BuzzClan encourages ongoing feedback regarding assigned personnel to ensure continued alignment with City service expectations & operational needs.

BuzzClan’s staffing transition methodology is designed to ensure professionalism, transparency, accountability, and uninterrupted support operations throughout the contract lifecycle. Through planning, structured communication, centralized documentation, and proactive knowledge transfer, BuzzClan ensures that any technician changes are Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
72 c. Describe any IT strategic planning provided.
managed efficiently while maintaining the quality,security, and responsiveness ofmanaged IT services provided to the City.

BuzzClan provides ongoing IT strategic planning services designed to help the City align technology investments, cybersecurity initiatives, infrastructure modernization, and operational improvements with long-term organizational objectives. Our strategic planning approach combines proactive infrastructure assessment, operational analysis, cybersecurity governance, lifecycle management, and budget-aware technology recommendations to support a secure, stable, and scalable IT environment.

As part of our managed IT services model, BuzzClan serves not only as a technical support provider but also as a strategic technology partner that works collaboratively with City leadership to evaluate current infrastructure, identify operational risks, prioritize technology initiatives, and plan for future growth and modernization. Our strategic planning process is particularly important in municipal environments where operational continuity, public safety systems, cybersecurity, compliance, budgeting, and service reliability are critical considerations.

BuzzClan’s strategic planning services are tailored to support the City’s distributed IT environment consisting of desktops, servers, mobile devices, networking infrastructure, cloud backup systems, VoIP systems, SCADA equipment, public safety technologies, and specialized municipal applications operating across multiple City locations.

Strategic Planning Area BuzzClan Strategic Planning Services Infrastructure Lifecycle
Planning
Evaluation of servers, workstations, networking equipment, wireless infrastructure, storage systems, and mobile devices to identify aging assets, replacement timelines, warranty status, and modernization priorities.

Cybersecurity Strategy
Development of cybersecurity improvement roadmaps, including MFA expansion, endpoint protection enhancements, vulnerability management, backup resiliency, access controls, incident response readiness, and compliance alignment.

Budget & Technology
Forecasting
Assistance with IT budgeting, capital expenditure forecasting, operational cost planning, licensing management, and technology investment prioritization.

Cloud & Hybrid
Infrastructure Planning
Evaluation of cloud readiness, hybrid infrastructure opportunities, backup modernization, SaaS optimization, and cloud migration strategies where appropriate.

Business Continuity &
Disaster Recovery
Planning
Strategic review of backup architecture, disaster recovery readiness, restoration testing, operational resiliency, and continuity planning.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
73 Operational Efficiency
Improvements
Identification of workflow automation opportunities, process standardization, infrastructure optimization, and technology solutions that improve operational efficiency and reduce support overhead.

Network &
Connectivity Planning
Long-term planning for network performance, wireless coverage, remote access infrastructure, VPN security, internet redundancy, and inter-site connectivity improvements.

Security Compliance
Readiness
Guidance related to CJIS-sensitive environments, public sector cybersecurity expectations, access management controls, audit readiness, and security governance best practices.

Vendor & Technology
Alignment
Coordination and evaluation of third-party vendors,
telecommunications providers, cloud providers, software platforms, and infrastructure technologiessupporting City operations.

Technology
Standardization
Recommendations forstandardized hardware,software,security tools, endpoint configurations, and operational practices to improve maintainability and support consistency.

BuzzClan conducts regular strategic review sessions with City leadership and designated stakeholders to discuss infrastructure health, cybersecurity risks, technology trends, operational challenges, budget considerations, and future technology priorities. These meetings provide the City with actionable insights and recommendations that support informed technology decision-making.

Strategic Governance
Activity Purpose
Quarterly Technology
Reviews
Review infrastructure performance, cybersecurity posture, support trends, and upcoming technology priorities.

Risk & Vulnerability
Assessments
Identify operational risks, unsupported systems, security gaps, compliance concerns, and infrastructure dependencies.

Roadmap
Development
Establish short-term and long-term IT improvement plans aligned with operational goals and budget considerations.

Capital Planning
Assistance
Provide guidance regarding hardware refresh cycles, infrastructure upgrades, software licensing, and technology investment timing.

Operational Trend
Analysis
Analyze recurring incidents, service desk trends, infrastructure performance patterns, and support demand to identify
improvement opportunities.

BuzzClan’s strategic planning approach is proactive rather than reactive. Our teams continuously monitor system performance, cybersecurity developments, hardware lifecycle status, backup health, and operational trends to identify future concerns before they become critical operational issues. Recommendations are prioritized based on operational Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
74 impact, cybersecurity risk, compliance obligations, user productivity, and budget considerations.

For environments involving critical municipal operations, public safety systems, SCADA infrastructure, VoIP communications, and CJIS-sensitive systems, BuzzClan incorporates additional operational resiliency and security planning considerations into long-term technology strategies.

Specialized Planning
Area BuzzClan Planning Focus
Public Safety Systems Operational continuity, secure access controls, CJIS-aligned practices, and infrastructure resiliency planning.

SCADA & Operational
Technologies
Coordination with operational technology vendors, segmentation strategies, security hardening, and infrastructure stability.

Multi-Site Operations Connectivity optimization, centralized management, remote monitoring, and operational consistency across all City facilities.

Backup & Recovery
Modernization
Backup retention optimization, cloud resiliency, restoration validation, and disaster recovery improvements.

BuzzClan also provides strategic recommendations related to emerging technologies, cybersecurity threats, infrastructure modernization opportunities, and operational best practices that may benefit the City over time. Recommendations are documented, prioritized, and discussed collaboratively to support informed decision-making and phased implementation planning.

Through continuous operational assessment, executive-level technology guidance, cybersecurity planning, lifecycle management, and collaborative governance, BuzzClan provides the City with strategic IT planning services that support long-term operational stability,security,scalability, and technology modernization.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
75 a. Describe your routine reporting procedures for information provided to the City.

8. DOCUMENTATION, RECORD KEEPING AND

REPORTING
BuzzClan follows a structured and transparent reporting framework designed to provide the City with continuous visibility into the performance, security, health, and operational status of its IT environment. Our routine reporting procedures are intended to support informed decision-making, proactive issue management, cybersecurity oversight, compliance monitoring, and long-term technology planning. Reporting activities are integrated into our managed services operations to ensure that City leadership and designated stakeholders receive accurate, timely, and actionable information regarding all supported systems and services. BuzzClan utilizes centralized monitoring, ticketing, asset management, endpoint management, and security monitoring platforms to collect operational data across the City’s infrastructure. Information gathered from these systems is reviewed by our service delivery, engineering, and cybersecurity teams and compiled into scheduled operational reports, incident summaries, maintenance records, and strategic recommendations.

The reporting process is designed to align with the City’s operational objectives and managed IT service requirements, including infrastructure support, cybersecurity monitoring, help desk services, patch management, backup management, remote and onsite support, and system performance oversight as identified within the RFP scope.

Reporting
Category Description of Reporting Procedure Reporting Frequency Help Desk & Ticket
Reporting
Detailed reporting of service requests, incidents, ticket resolution status, response times, escalation metrics, and recurring issues. Reports include open, closed, pending, and overdue tickets along with trend analysis.

Weekly and
Monthly
System Monitoring
Reports
Reports covering server uptime, workstation health, network availability,storage capacity, backup status, hardware alerts, and system performance metrics collected through
monitoring platforms.

Weekly and
Monthly
Cybersecurity
Reporting
Security reports include antivirus/EDR status, vulnerability findings, patch compliance, MFA status, suspicious activity alerts, failed login attempts, firewall events, and remediation activities.

Monthly and As
Needed
Patch Management
Reporting
Documentation of operating system updates, firmware
upgrades,security patch deploymentstatus, failed patch
installations, and remediation actions across managed
endpoints and servers.

Monthly
Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
76 Backup & Disaster
Recovery Reporting
Reports verifying backup completion status, cloud
replication health, backup storage utilization, restoration testing results, and disaster recovery readiness.

Monthly and
Quarterly
Asset & Inventory
Reporting
Asset management reports identifying hardware inventory, warranty status, software licensing, lifecycle tracking, device changes, and infrastructure documentation updates.

Quarterly
Executive Summary
Reporting
High-level management reports summarizing overall IT
environment health, major incidents, strategic
recommendations, risk observations, and ongoing
improvement initiatives.

Monthly and
Quarterly
Compliance & Audit
Reporting
Reports related to access control reviews, security policy adherence, administrative activity logging, and
compliance-related operational controls when applicable.

As Required
Project & Change
Management
Reporting
Status reports covering ongoing IT projects, infrastructure upgrades, implementation milestones, maintenance
activities, and approved system changes.

Weekly or
Project-Based
Onsite Support
Reporting
Documentation of onsite visits, work performed, equipment installations, maintenance activities, and operational
observations from field support personnel.

After Each Visit
BuzzClan provides reporting through a combination of scheduled meetings, secure electronic reports, dashboards, ticketing portals, and direct communications with authorized City personnel. Reports are designed to be both operationally detailed for technical stakeholders and strategically summarized for City leadership and management teams. Routine reporting meetings are conducted with designated City representatives to review service performance, ongoing issues, planned maintenance activities, cybersecurity concerns, infrastructure recommendations, and operational priorities. These meetings help ensure alignment between BuzzClan’s service delivery teams and the City’s operational goals while providing opportunities to proactively address emerging technology needs.

Communication Method Purpose
Scheduled Service Review
Meetings
Review operational performance, service metrics, cybersecurity updates, and strategic planning initiatives.

Secure Email Reporting Delivery of routine reports, alerts, maintenance notifications, and incident summaries to authorized personnel.

Ticketing System Access
Real-time visibility into service requests, issue status, technician notes, and resolution activities.

Escalation Notifications Immediate communication regarding critical outages,security incidents, operational disruptions, or high-priority risks.

Executive Reporting
Sessions
Strategic discussionsregarding infrastructure planning, budgeting considerations, cybersecurity posture, and
technology improvements.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
77 b. Describe how you will document and record maintenance, installation, performance and changes to the system.

In addition to routine reporting, BuzzClan maintains documented escalation proceduresfor critical operational or cybersecurity events. In situations involving service outages, ransomware threats, unauthorized access attempts, or infrastructure failures, designated City contacts are notified immediately through predefined escalation channels.

Incident-specific reports are prepared to document root cause analysis, remediation activities, operational impact, and recommended preventive actions.

BuzzClan also maintains comprehensive documentation standards to ensure all maintenance activities, infrastructure modifications, configuration changes, asset updates, and support interactions are properly recorded and retained. This documentation supports operational continuity, compliance requirements, knowledge transfer, and future transition planning if necessary.

Through structured reporting procedures, proactive communication, and transparent operational oversight, BuzzClan ensures that the City maintains full visibility into the health, security, and performance of its IT environment while supporting informed decision-making and long-term technology planning.

BuzzClan follows a structured IT documentation and change management methodology designed to ensure complete visibility, accountability, operational continuity, and security across all managed environments. Our documentation practices are integrated into daily service operations and are intended to provide the City with accurate records of maintenance activities, infrastructure configurations, installations, system performance, support history, and operational changes throughout the lifecycle of the engagement.

All maintenance activities, installations, upgrades, troubleshooting efforts, security updates, and system modifications are recorded through centralized service management, monitoring, and ticketing platforms. This documentation process ensures that all work performed within the City’s environment is traceable, auditable, and available for future operational reference, compliance reviews, disaster recovery planning, and transition support.

BuzzClan’s documentation and recordkeeping procedures are aligned with managed IT service best practices and support the City’s operational objectives related to infrastructure management, cybersecurity oversight,system monitoring, asset tracking, and technology continuity.

Documentation Area Documentation and Recording Procedure Maintenance Activities All scheduled and unscheduled maintenance activities are documented within the service management platform, including date, Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
78 time,systems affected, technician notes, actions performed, and completion status.

System Installations
Hardware deployments, server installations, software implementations, workstation setups, and infrastructure upgrades are recorded with configuration details, installation procedures, assigned assets, and validation results.

Patch Management
Security updates, firmware upgrades, operating system patches, and application updates are logged with deployment status, affected systems, exceptions, rollback actions, and remediation notes.

Change Management
All significant system changes, network modifications, firewall updates, policy changes, and configuration adjustments follow formal change management procedures, including approval records, implementation documentation, and post-change validation.

Performance Monitoring
System performance data, including server health, storage utilization, network availability, uptime statistics, backup success rates, and resource consumption metrics, is continuously monitored and retained for reporting and analysis purposes.

Incident & Problem
Records
Service interruptions, cybersecurity events, recurring issues, root cause investigations, and remediation activities are documented within the incident management system for tracking and historical analysis.

Asset Documentation
Detailed asset records are maintained for servers, workstations, networking equipment, mobile devices, software licenses, warranties, and infrastructure inventory.

Network Documentation
Network diagrams, firewall configurations, VPN settings, switch configurations, IP schemes, wireless infrastructure details, and connectivity information are securely maintained and updated following approved changes.

Backup & Recovery
Records
Backup schedules, restoration testing results, recovery procedures, backup retention status, and disaster recovery documentation are maintained for operational continuity.

Security & Access Logs
Administrative actions, privileged access activities, authentication events, and security-related modifications are logged and retained according to operational and compliance requirements.

BuzzClan utilizes centralized Professional Services Automation (PSA), Remote Monitoring and Management (RMM), documentation management systems, and secure configuration repositories to maintain organized and accessible operational records. Documentation is regularly reviewed and updated to ensure accuracy and alignment with the City’s evolving infrastructure and operational requirements.

System Management
Function Operational Documentation Practice
Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
79 c. Describe the documentation that you will make available to the City at the end of the contract period to assist with transition, if necessary.

Ticketing & Service
Records
Every support request, maintenance task, or technical issue is assigned a ticket number and documented with resolution details, technician notes, timestamps, and communication history.

Configuration
Management
System baselines and configuration standards are maintained to track approved settings and identify unauthorized or unexpected changes.

Knowledge Base
Management
Frequently encountered issues,support procedures, recovery steps, and environment-specific technical information are documented within an internal knowledge management repository.

Audit Trail Retention
Historical records of changes, maintenance activities, and system events are retained to support auditing, compliance, troubleshooting, and transition requirements.

Version Control
Infrastructure documents, network diagrams, and operational procedures are version-controlled to maintain historical change visibility and accountability.

Formal change management procedures are followed for all major infrastructure modifications, including server upgrades, firewall changes, software deployments, cloud migrations, network reconfigurations, and security policy updates. Changes are documented prior to implementation, reviewed for operational impact, approved through established workflows, and validated following completion to ensure system stability and minimize service disruptions.

Performance monitoring information collected through monitoring systems is used to identify trends, capacity concerns, operational risks, recurring incidents, and proactive improvement opportunities. This data is incorporated into routine operational reports and strategic technology discussions with the City. BuzzClan also ensures that all documentation related to the City’s environment remains secure and accessible only to authorized personnel. Sensitive infrastructure documentation, access credentials, and configuration records are protected through secure storage systems, encryption controls, role-based access restrictions, and audit logging mechanisms.

At the conclusion of the contract term or during any transition process, BuzzClan will provide the City with relevant operational documentation, system records, asset inventories, network diagrams, configuration information, and support history necessary to ensure continuity of operations and facilitate a smooth knowledge transfer process.

Through disciplined documentation standards, centralized record management, structured change control procedures, and continuous operational tracking, BuzzClan ensures complete transparency, accountability, and long-term maintainability of the City’s IT environment.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
80 BuzzClan understands the importance of maintaining complete operational transparency and ensuring continuity of services throughout the lifecycle of the engagement, including during any transition process at the conclusion of the contract term. To support a seamless transition, BuzzClan will provide the City with comprehensive and organized documentation related to the managed IT environment, operational history, infrastructure configurations, support records, and administrative procedures developed or maintained during the engagement.

Our transition documentation process is designed to minimize operational disruption, preserve institutional knowledge, maintain cybersecurity continuity, and enable the City or any future service provider to efficiently assume ongoing support responsibilities. All documentation will be delivered in a structured, secure, and industry-standard format to support accessibility and long-term usability.

BuzzClan’s documentation and transition procedures align with the City’s managed services objectives and operational requirements for infrastructure management, cybersecurity oversight,system monitoring, asset tracking, and operational continuity.

Documentation Category Documentation Provided to the City Network Documentation
Updated network topology diagrams, IP address schemes, VLAN structures, VPN configurations, wireless network configurations, firewall rules, switch configurations, and connectivity architecture documentation.

System & Server
Documentation
Server inventories, operating system details, virtualization configurations, storage allocation, system dependencies, backup configurations, and hardware specifications.

Asset Inventory Records
Comprehensive asset lists including servers, workstations, laptops, mobile devices, networking equipment, software licenses, warranties, and lifecycle tracking information.

Administrative & Access
Documentation
Documentation of administrative accounts, privileged access procedures, authentication requirements, MFA configurations, and role-based access management information, subject to security approval requirements.

Security Documentation
Security policies, endpoint protection configurations, monitoring procedures, incident response documentation, patch management records, and vulnerability remediation history.

Backup & Disaster Recovery
Documentation
Backup schedules, retention policies, cloud replication details, recovery procedures, disaster recovery plans, and restoration testing records.

Help Desk & Support
Records
Historical service tickets, issue resolution summaries, recurring problem records, escalation histories, maintenance logs, and support activity reports.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
81 Change Management
Records
Documentation of approved infrastructure changes, software upgrades, network modifications, firewall updates, and
configuration adjustments performed during the contract term.

Vendor & Licensing
Information
Software licensing details, warranty information, support contract references, vendor contacts, and subscription management records.

Standard Operating
Procedures
Operational procedures related to maintenance,
onboarding/offboarding, patch management, monitoring,
escalation processes, backup verification, and routine
administrative tasks.

Monitoring & Reporting
Records
Historical monitoring reports, performance metrics, uptime statistics, maintenance reports, and cybersecurity reporting summaries.

Knowledge Transfer
Documentation
Environment-specific technical notes, troubleshooting procedures, operational recommendations, and known system dependencies are necessary for ongoing support continuity.

All documentation provided during transition will reflect the most current operational state of the City’s environment at the time of contract conclusion. BuzzClan maintains documentation throughout the engagement lifecycle to ensure records remain accurate, updated, and aligned with infrastructure changes, cybersecurity enhancements, and operational modifications.

Transition Support
Area BuzzClan Transition Approach
Knowledge Transfer
Sessions
BuzzClan will conductstructured transition meetings and technical knowledge transfer sessions with authorized City personnel or designated replacement providers.

Secure Documentation
Delivery
Documentation will be securely delivered through encrypted electronic transfer methods or approved secure repositories.

Configuration Review
Assistance
BuzzClan will assist with walkthroughs of network architecture, server environments, security configurations, and operational procedures as required during transition.

Credential Transition
Coordination
Administrative credentials and privileged access information will be transferred securely according to approved security procedures and City authorization requirements.

Operational Continuity
Support
BuzzClan will cooperate in coordinating transition timelines, service handoffs, and operational stabilization activities to minimize service disruption.

BuzzClan recognizes that transition planning is a critical component of responsible managed IT services. Our documentation standards and operational governance practices Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
82 are specifically designed to ensure that the City retains visibility, ownership, and continuity of its technology environment throughout the contract period and beyond.

All documentation generated during the engagement remains organized, version-controlled, and securely maintained to support auditability, operational resilience, and future support requirements. Upon request, BuzzClan will also work collaboratively with the City to identify any additional documentation or transition assistance necessary to support a smooth and secure transfer of services.

Through disciplined documentation management, comprehensive operational recordkeeping, and structured transition support procedures, BuzzClan ensures that the City will retain the information, visibility, and technical knowledge necessary to maintain uninterrupted IT operations following the conclusion of the contract term.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
86 Describe the steps needed to onboard with your company.

Phase 1 – Discovery & Assessment (Days 1–30)

11. TRANSITION
Onboarding and 90-Day Transition Plan
BuzzClan follows a structured and low-risk transition methodology designed to ensure continuity of operations, minimal disruption to City services, secure knowledge transfer, and rapid stabilization of the IT environment. Our onboarding and transition process is based on proven managed services implementation practices and is specifically tailored for municipal IT environments that include public safety systems, multi-site infrastructure, cloud services, mobile devices, VoIP systems, and critical operational technologies.

The transition approach is designed to support the City’s distributed IT environment consisting of approximately 105 desktops and laptops, servers, iPads, smartphones, networking equipment, cloud backup systems, VoIP infrastructure, SCADA systems, Chameleon software/server management, and CJIS-sensitive systems operating across six City locations.

BuzzClan’s onboarding process is divided into three operational phases over a 90-day transition period to ensure controlled implementation, operational visibility, security validation, and service stabilization.

Transition Phase Timeline Primary Objectives
Phase 1 – Discovery &
Assessment Days 1–30
Environment discovery, documentation review,
security assessment, onboarding preparation,
and operational planning
Phase 2 –Implementation
& Stabilization Days 31–60
Monitoring deployment, process
implementation, security hardening, service
desk activation, and operational transition
Phase 3 – Optimization &
Operational Maturity Days 61–90
Performance optimization, reporting
refinement, strategic planning, and full managed
services stabilization
During the first 30 days, BuzzClan conducts a comprehensive assessment and onboarding review of the City’s existing IT infrastructure, operational processes, security controls, support procedures, and critical systems. The primary objective of this phase is to establish visibility into the current environment while ensuring continuity of ongoing IT operations.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
87 Phase 2 – Implementation & Stabilization (Days 31–60) Activity Area Transition Activities
Project Kickoff
Conduct onboarding meetings with City leadership, department stakeholders, and designated contacts to establish communication protocols, escalation procedures, project timelines, and operational expectations.

Infrastructure Discovery
Perform detailed discovery and inventory assessment of servers, desktops, laptops, networking devices, wireless infrastructure, VoIP systems, cloud services, backup systems, mobile devices, and security tools.

Multi-Site Environment
Review
Assess infrastructure and connectivity across all six City locations, including City Hall, Police Department, Public Works, WWTP, and related operational facilities.

Security & Compliance
Assessment
Review firewall configurations, MFA implementation, endpoint protection, backup integrity, privileged access controls, CJIS-related requirements, VPN security, and remote access policies.

Documentation
Collection
Obtain and validate existing network diagrams, administrative credentials, ISP details, licensing records, vendor information, support contracts, and infrastructure documentation.

Monitoring & Tool
Deployment Planning
Prepare onboarding of RMM, PSA, endpoint monitoring, patch management, alerting, and reporting systems.

Risk Assessment Identify operational risks, unsupported systems, security vulnerabilities, aging hardware, backup gaps, and potential service continuity concerns.

Service Desk Transition
Planning
Establish ticketing procedures, escalation workflows, support contact methods, emergency response processes, and communication standards.

During this phase, BuzzClan also coordinates with existing providers, vendors, and internal City stakeholdersto facilitate knowledge transfer and operational continuity.

The second phase focuses on implementing operational controls,security tools, monitoring systems, service workflows, and managed support procedures. The goal of this phase is to establish stable day-to-day managed services operations while minimizing disruption to City departments and critical services.

Activity Area Transition Activities
Monitoring System
Deployment
Implement remote monitoring and management tools across servers, workstations, networking devices, mobile endpoints, and backup systems.

Service Desk Activation Fully transition help desk services, ticket management processes, escalation procedures, and end-user support operations to BuzzClan.

Endpoint Management Standardize antivirus/EDR deployment, patch management policies, software update procedures, and endpoint compliance monitoring.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
88 Phase 3 – Optimization & Operational Maturity (Days 61–90) Backup Validation Validate local and cloud backup operations, retention policies, restoration procedures, and disaster recovery readiness.

Network & Firewall Review
Review and optimize Cisco, Juniper, and Ubiquiti networking infrastructure, firewall configurations, VPN access, and remote connectivity.

VoIP & Communications
Support
Transition support for VoIP infrastructure, telephony systems, and related communication services.

Mobile Device Management
Assess and onboard smartphones and iPads into centralized mobile device management and security policies where applicable.

Security Hardening
Apply security baseline improvements, including MFA validation, privileged account review, password policy enforcement, vulnerability remediation, and administrative access cleanup.

SCADA & Specialized
Systems Coordination
Coordinate with third-party vendors supporting SCADA systems, Chameleon software, Live Scan Fingerprinting, and specialized municipal applications.

Reporting Implementation Begin delivery of operational reports, including ticket metrics, system health monitoring, patch status, security alerts, and backup reporting.

BuzzClan also conducts end-user communication and support orientation during this phase to ensure City personnel are familiar with support procedures, escalation contacts, and service request processes.

The final transition phase focuses on operational refinement, strategic planning, performance optimization, and long-term managed services stabilization. By the end of this phase, the City’s environment will be fully integrated into BuzzClan’s managed IT operations framework.

Activity Area Transition Activities
Operational Optimization
Fine-tune monitoring thresholds, alerting policies, patch schedules, backup validation processes, and maintenance workflows.

Strategic Infrastructure
Review
Provide recommendations related to infrastructure lifecycle planning, cybersecurity improvements, hardware refresh requirements, cloud opportunities, and operational efficiencies.

Security Review &
Validation
Conduct follow-up security reviews, vulnerability remediation validation, access control verification, and compliance alignment checks.

Documentation
Finalization
Complete and validate network diagrams, asset inventories, support documentation, configuration records, and operational procedures.

Performance Reporting Deliver executive-level operational summaries, service performance metrics, recurring issue analysis, and infrastructure health reporting.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
89 Business Continuity
Review
Review disaster recovery readiness, backup validation results, incident response procedures, and operational resiliency planning.

Stakeholder Review
Meetings
Conduct transition review meetings with City leadership to confirm service stabilization, address operational concerns, and establish long-term governance procedures.

Full Managed Services
Steady-State Operations
Transition from onboarding mode into fully operational managed services support with ongoing proactive monitoring, maintenance, and strategic guidance.

Ongoing Operational Governance After Transition
Following the completion of the transition period, BuzzClan provides continuous managed services oversight through proactive maintenance, cybersecurity monitoring, strategic reporting, and ongoing support operations.

Governance Area Ongoing Service Delivery
Help Desk Support 24/7/365 remote support and scheduled onsite assistance based on City operational requirements
System Monitoring Continuous monitoring of servers, endpoints, networking infrastructure, backups, and security systems
Cybersecurity
Management
Patch management, endpoint protection, MFA oversight, vulnerability management, and incident response support
Reporting & Reviews Routine operationalreporting, executive summaries,service reviews, and infrastructure planning sessions
Vendor Coordination Coordination with telecommunications, cloud, SCADA, application, and hardware vendors
Change Management Structured management of upgrades, maintenance activities, infrastructure changes, and operational improvements
BuzzClan’s transition methodology is specifically designed to ensure secure onboarding, operational continuity, minimal disruption to City services, and rapid stabilization of critical municipal technology systems while establishing a long-term partnership focused on reliability, cybersecurity, and proactive IT management.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
90 a. Provide any other certifications, credentials and licenses you think are relevant for our consideration (specify if held by the company or an employee).

12. MISCELLANEOUS
BuzzClan maintains a strong commitment to technical excellence, cybersecurity, quality management, and continuous professional development. In addition to our extensive managed IT services experience supporting government agencies, municipalities, healthcare organizations, educational institutions, and commercial enterprises, BuzzClan possesses a broad range of corporate certifications, technology partnerships, and professional credentials that demonstrate our capability to successfully support the City of Livingston’s IT infrastructure, cybersecurity, and operational requirements.

At the organizational level, BuzzClan maintains SOC 2 Type II compliance, demonstrating our commitment to maintaining rigorous controls related to security, availability, confidentiality, and operational integrity. The company also operates under ISO 9001:2015 quality management principles, ensuring standardized service delivery processes, continuous improvement, customer satisfaction, and operational consistency across all managed services engagements. These organizational credentials reflect BuzzClan’s commitment to delivering secure, reliable, and high-quality technology services.

BuzzClan is also a certified Minority Business Enterprise (MBE) and Women Business Enterprise (WBE) and has extensive experience providing technology services to public sector organizations throughout the United States. Our experience supporting government entities has enabled us to develop mature operational processes related to cybersecurity, compliance, service management, documentation, disaster recovery, and technology governance.

In addition to company-level credentials, BuzzClan employs highly qualified technical professionals who maintain numerous industry-recognized certifications across cybersecurity, cloud computing, networking, systems administration, and IT service management disciplines. These certifications include Certified Information Systems Security Professional (CISSP), Certified Ethical Hacker (CEH), CompTIA Security+, Systems Security Certified Practitioner (SSCP), Cisco Certified Network Professional (CCNP), Cisco Certified Network Associate (CCNA), Palo Alto Networks Certified Network Security Engineer (PCNSE), Check Point Certified Security Administrator (CCSA), Microsoft Certified Azure Administrator Associate, Microsoft 365 Certified Administrator Expert, CompTIA Network+, and CompTIA A+. These certifications are held by employees assigned to cybersecurity, infrastructure engineering, systems administration, network operations, and managed services roles.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
91 b. Describe what makes your company unique in its ability to support the City’s IT initiatives and infrastructure.

BuzzClan's technical teams also maintain expertise across leading technology platforms, including Microsoft 365, Microsoft Azure, Windows Server, Hyper-V, VMware, Cisco networking, WatchGuard security appliances, endpoint security solutions, backup and disaster recovery platforms, mobile device management systems, cloud services, and cybersecurity monitoring technologies. This broad technical knowledge enables BuzzClan to support complex multi-site environments that include servers, workstations, networking infrastructure, VoIP systems, cloud services, mobile devices, public safety technologies, and specialized operational systems.

Furthermore, BuzzClan invests heavily in ongoing professional development, technical training, cybersecurity awareness, and vendor certification programs to ensure our personnel remain current with emerging technologies, cybersecurity threats, regulatory requirements, and industry best practices. Through a combination of organizational certifications, employee credentials, public sector experience, and continuous training initiatives, BuzzClan provides the expertise, governance, and technical capabilities necessary to successfully support the City’s current and future technology needs.

BuzzClan offers a unique combination of public sector experience, enterprise-level technical expertise, cybersecurity leadership, and customer-focused service delivery that enables us to serve as both a trusted technology partner and a strategic advisor to the City.

Unlike many traditional managed service providersthat focus primarily on reactive support, BuzzClan delivers a comprehensive managed IT services model that combines proactive monitoring, cybersecurity protection, infrastructure management, strategic planning, and responsive end-user support to help organizations achieve long-term operational success.

What distinguishes BuzzClan is our ability to provide enterprise-grade IT capabilities while maintaining the responsiveness, flexibility, and personalized service that municipalities require. We understand that local governments depend on technology to deliver essential public services, support public safety operations, maintain regulatory compliance, and ensure uninterrupted access to critical systems. Our team has extensive experience supporting government agencies, municipalities, public sector organizations, educational institutions, healthcare providers, and commercial enterprises with complex and mission-critical technology environments. This experience enables us to understand the operational, security, and budgetary challenges faced by municipal organizations and to develop practical technology solutions aligned with organizational goals.

BuzzClan’s cybersecurity-first approach further differentiates our organization.

Cybersecurity is integrated into every aspect of our service delivery model rather than being treated as a standalone service. We combine continuous monitoring, endpoint protection, vulnerability management, backup validation, identity security, multi-factor Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
92 c. How many employees hold a current CJIS Security Certificate? authentication, incident response planning, and security awareness practices to help protect client environments against evolving cyber threats. Our cybersecurity capabilities are supported by experienced security professionals holding industry-recognized certifications and by organizational controls aligned with SOC 2 Type II standards and industry best practices.

Another key differentiator is BuzzClan’s ability to support both traditional IT infrastructure and specialized municipal technologies within a single service model. The City’s environment includes servers, workstations, mobile devices, cloud services, networking infrastructure, VoIP systems, backup environments, public safety technologies, Live Scan systems, SCADA equipment, and specialized municipal applications. Our multidisciplinary engineering teams possess expertise across these technology domains, allowing the City to benefit from a single accountable partner capable of managing the entire technology ecosystem rather than coordinating multiple vendors for different services.

BuzzClan also places significant emphasis on proactive management and strategic technology planning. Through regular operational reviews, executive reporting, infrastructure assessments, cybersecurity evaluations, and technology roadmap development, we help clients make informed decisions regarding future investments, infrastructure modernization, risk reduction, disaster recovery readiness, and operational improvements. Rather than simply resolving technical issues as they arise, we work collaboratively with leadership teams to align technology initiatives with organizational priorities and long-term business objectives.

Our service delivery model is built around transparency, accountability, and measurable performance. Clients receive comprehensive reporting related to system health, cybersecurity posture, service desk performance, infrastructure trends, backup validation, and operational risks. Dedicated account management, clearly defined escalation procedures, documented service processes, and routine governance meetings ensure that City leadership maintains full visibility into the status of its technology environment and ongoing IT initiatives.

BuzzClan’s ability to provide 24x7x365 support, enterprise-class technical resources, cybersecurity expertise, structured governance, and strategic advisory services makes us uniquely qualified to support the City’s current and future technology needs. By combining deep technical expertise, public sector experience, proactive service delivery, and a strong commitment to partnership, BuzzClan delivers a level of support that extends beyond traditional managed IT services and helps organizations build secure, reliable, and future-ready technology environments.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
93 d. Describe your company’s familiarity with the CJIS Security Policy.

BuzzClan maintains a team of cybersecurity, infrastructure, and public sector support professionals who possess experience working in secure government and law enforcement-related environments. Currently, more than 15 employees hold active CJIS Security Awareness certifications, with additional personnel completing CJIS Security Awareness Training as required based on client assignments and project needs.

Our CJIS-certified personnel include Network and Security Engineers, Systems Administrators, Help Desk Specialists, Technical Support Analysts, and Project Management staff who may support public safety agencies, law enforcement organizations, municipal governments, and other environments requiring compliance with Criminal Justice Information Services (CJIS) Security Policy requirements.

BuzzClan maintains a formal process to ensure personnel assigned to CJIS-regulated environments complete required CJIS Security Awareness Training, acknowledge applicable security policies, and satisfy client-specific onboarding requirements prior to receiving access to CJIS-covered systems. Depending on the client engagement, this may also include fingerprinting, criminal background investigations, execution of CJIS Security Addendums, and adherence to agency-specific access control procedures.

To support operational continuity and staffing flexibility, BuzzClan continuously expands its pool of CJIS-trained personnel through ongoing training and certification programs. This ensures that qualified resources are available to support public safety and municipal clients while maintaining compliance with CJIS Security Policy requirements, secure access management practices, and regulatory obligations.

As part of our managed services model, BuzzClan is prepared to ensure that all personnel assigned to the City of Livingston engagement who require direct or indirect access to CJIS-covered systems maintain current CJIS Security Awareness certification and comply with all applicable personnel security, training, background screening, and access control requirements established by the City and governing authorities.

BuzzClan has experience supporting secure public sector and regulated technology environments that require strict cybersecurity controls, access management procedures, data protection standards, and operational accountability aligned with Criminal Justice Information Services (CJIS) Security Policy requirements. Our managed services, cybersecurity operations, and infrastructure support practices are designed to support organizations operating sensitive systems, law enforcement technologies, public safety applications, and environments containing protected criminal justice information.

BuzzClan understands the importance of maintaining the confidentiality, integrity, and availability of Criminal Justice Information (CJI) and recognizes that CJIS compliance Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
94 requires a combination of technical safeguards, administrative controls, personnel screening procedures, access governance, incident response readiness, and continuous operational oversight. The City’s requirement for CJIS Security Addendum compliance, fingerprinting, and criminal history screening for personnel accessing public safety systems aligns with the security governance standards that BuzzClan incorporates into its managed services operations.

CJIS Security
Area BuzzClan Familiarity and Operational Approach
Personnel Security
BuzzClan understands CJIS personnel security requirements involving background checks, identity verification, confidentiality obligations, and controlled access to systems containing criminal justice information.

Access Control
BuzzClan implements role-based access controls, least-privilege principles, unique user credentials, and multi-factor authentication to restrict and monitor system access.

Authentication &
Account
Management
Administrative accounts, remote access sessions, and privileged credentials are managed through secure authentication procedures with audit logging and monitoring controls.

Remote Access
Security
BuzzClan utilizes encrypted VPNs, secure remote support platforms, MFA enforcement, endpoint compliance validation, and monitored remote access procedures aligned with CJIS security expectations.

Audit &
Accountability
Administrative actions, authentication attempts, privileged access events, configuration changes, and security activities are logged and retained for auditing and operational accountability.

Incident Response
BuzzClan maintains documented incident response procedures to identify, contain, investigate, remediate, and report cybersecurity incidents or unauthorized access attempts affecting client environments.

Endpoint Protection
Managed devices are protected using endpoint detection and response (EDR), antivirus, device encryption, patch management, and continuous monitoring technologies.

Security Awareness
Training
Personnel receive recurring cybersecurity awareness and secure data handling training to reinforce operational security responsibilities and compliance obligations.

Configuration
Management
Secure configuration standards, patch management procedures, vulnerability remediation processes, and change management controls are implemented to reduce security exposure.

Data Protection
Client information and sensitive operational data are protected through encryption, access restrictions, secure storage practices, and controlled transmission protocols.

BuzzClan’s cybersecurity governance framework, combined with our operational discipline and secure managed services practices, enables us to effectively support environments requiring CJIS-aligned operational controls, secure administrative procedures, and Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
95 e. Describe your organization’s technology stack, ranging from BDR/RMM/PSA to Endpoint Protection and secure email gateways.
heightened cybersecurity oversight. Through continuous monitoring, layered security controls, personnel accountability, and proactive operational management, BuzzClan is committed to supporting the City’s security and compliance objectives for systems associated with public safety and criminal justice information.

BuzzClan utilizes a modern, enterprise-grade technology stack designed to support secure, scalable, and proactive managed IT services for public sector, enterprise, and regulated client environments. Our operational platform integrates Remote Monitoring and Management (RMM), Professional Services Automation (PSA), Backup and Disaster Recovery (BDR), endpoint protection,secure remote access, network monitoring, cloud management, and cybersecurity toolsto deliver centralized visibility, operational efficiency, and enhanced security across client environments.

Our technology stack is designed to support distributed municipal environments consisting of servers, workstations, networking equipment, cloud services, mobile devices, VoIP systems, public safety technologies, and operational infrastructure across multiple locations. The platform enables BuzzClan to provide proactive monitoring, rapid incident response, patch management, cybersecurity oversight, reporting, and operational continuity services aligned with the City’s managed IT requirements.

Technology
Category BuzzClan Technology Stack & Capabilities
RMM (Remote
Monitoring &
Management)
BuzzClan utilizes enterprise-grade RMM platforms to monitor servers, endpoints, networking devices, backup systems, and infrastructure health in real time. RMM tools support alerting, patch deployment, remote remediation, asset management, automation, and operational reporting.

PSA (Professional
Services Automation)
Centralized PSA platforms are utilized for ticket management, service tracking, escalation workflows, project management, documentation, SLA management, reporting, and operational coordination.

BDR (Backup & Disaster
Recovery)
BuzzClan supports cloud-based and hybrid backup solutions with automated backup scheduling, replication, disaster recovery orchestration, retention management, restoration testing, and ransomware recovery capabilities.

Endpoint Protection
Advanced Endpoint Detection and Response (EDR) and antivirus platforms are deployed to provide malware protection, behavioral monitoring, ransomware detection, threat isolation, and centralized security management.

Secure Email Protection Secure email gateways and email security platforms are utilized to provide spam filtering, phishing protection, malicious attachment Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
96 scanning, URL filtering, impersonation detection, and email threat monitoring.

SIEM & Security
Monitoring
Security monitoring and SIEM platforms aggregate security logs, authentication events, endpoint alerts, firewall activity, and suspicious behaviors for centralized analysis and incident response support.

Patch & Vulnerability
Management
Automated patch management solutions are used to deploy operating system updates, firmware upgrades, application patches, and vulnerability remediation activities across managed environments.

Identity & Access
Management
Multi-factor authentication (MFA), role-based access controls, privileged access management, conditional access policies, and identity monitoring tools are utilized to secure administrative access.

Network Monitoring &
Management
Network monitoring tools provide visibility into firewall health, bandwidth utilization, switch performance, wireless infrastructure, VPN connectivity, and overall network stability.

Cloud Management
Platforms
BuzzClan supports Microsoft 365, Azure, hybrid cloud environments, and SaaS management platforms with centralized administration, monitoring, security policy enforcement, and reporting.

Mobile Device
Management (MDM)
MDM platforms such as Microsoft Intune and JAMF are supported for centralized management of smartphones, tablets, mobile applications, encryption policies, and compliance enforcement.

Documentation &
Knowledge
Management
Secure documentation systems are utilized to maintain network diagrams, configuration records, support procedures, asset inventories, and operational knowledge repositories.

BuzzClan’s technology stack is built around a layered cybersecurity approach that combines preventive, detective, and responsive security controls to protect client environments from evolving cyber threats. All tools and platforms are evaluated for operational reliability, security effectiveness, scalability, and alignment with industry best practices.

Cybersecurity Layer Security Capability
Endpoint Security Malware prevention, ransomware protection, exploit mitigation, behavioral analytics, and device isolation capabilities.

Email Security Anti-spam filtering, phishing prevention, malicious URL detection, attachment sandboxing, and impersonation protection.

Identity Security MFA enforcement, privileged access controls, account monitoring, and authentication auditing.

Network Security Firewall monitoring, VPN security, intrusion prevention, secure segmentation, and remote access controls.

Data Protection Backup encryption, secure storage, cloud replication, retention policies, and disaster recovery readiness.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
97 Monitoring & Detection Continuous monitoring, SIEM correlation, automated alerting, and incident escalation procedures.

BuzzClan’s managed services platform is designed to support proactive service delivery and rapid issue resolution through centralized visibility and automation.

Operational
Function Managed Service Capability
Proactive Monitoring Real-time monitoring of servers, workstations, network infrastructure, cloud systems, and backup environments.

Automated Alerting Automated alerts for outages, performance degradation, failed backups, patch failures, suspicious activities, and hardware issues.

Remote Support Secure remote administration and troubleshooting using encrypted support tools and controlled access procedures.

Asset Lifecycle
Management
Tracking of hardware inventory, software licensing, warranties, refresh cycles, and infrastructure dependencies.

Reporting & Analytics Delivery of operational reports, cybersecurity summaries, patch compliance reports, ticket metrics, and performance dashboards.

Change Management Documentation and management of infrastructure changes, software deployments, maintenance activities, and operational updates.

BuzzClan’s technology stack is vendor-agnostic and adaptable to the City’s existing infrastructure, including Windows environments, Cisco/Juniper/Ubiquiti networking equipment, cloud backup systems, VoIP services, mobile devices, and specialized municipal applications such as SCADA systems and Chameleon software/server management.

Infrastructure Area BuzzClan Compatibility
Windows Server & Endpoints Full support for Windows-based server and workstation environments.

Networking Infrastructure Support for Cisco, Juniper, Ubiquiti, WatchGuard, and related enterprise networking technologies.

Cloud & Microsoft Platforms Microsoft 365, Azure, hybrid cloud, cloud backup, and identity management support.

Mobile & Remote Workforce Secure management of iOS devices,smartphones, VPN connectivity, and remote access environments.

Specialized Municipal Systems Coordination and operational support for SCADA infrastructure, Live Scan systems, public safety technologies, and municipal applications.

BuzzClan continuously evaluates emerging technologies, cybersecurity trends, and operational tools to ensure our managed services platform remains modern, secure, and aligned with evolving industry standards. Through centralized management, layered cybersecurity controls, proactive monitoring, and enterprise-grade operational tooling, Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
98 f. What does your incident response look like for a security event? BuzzClan delivers a secure and scalable technology management framework capable of supporting the City’s current and future IT operational requirements.

BuzzClan maintains a structured and proactive incident response framework designed to rapidly identify, contain, investigate, remediate, and recover from cybersecurity incidents affecting client environments. Our incident response process is aligned with industry best practices and incorporates operational procedures for threat detection, escalation management, forensic analysis, business continuity, client communication, and post-incident remediation.

The primary objective of BuzzClan’s incident response program is to minimize operational disruption, protect sensitive data, contain malicious activity, restore services quickly, and reduce the risk of recurring security incidents. Our incident response procedures support environments involving municipal operations, public safety systems, cloud infrastructure, mobile endpoints, remote access technologies, and distributed multi-site IT environments.

BuzzClan’s incident response model integrates endpoint protection, SIEM monitoring, threat intelligence, backup validation, secure remote administration, and operational escalation procedures to support rapid and coordinated response actions across managed systems and infrastructure.

Incident Response Phase BuzzClan Incident Response Activities Detection & Identification
Security monitoring platforms, SIEM tools, endpoint detection systems, firewall alerts, antivirus/EDR solutions, and operational monitoring tools continuously monitor client environments for suspicious activity, unauthorized access attempts, malware behavior, ransomware indicators, abnormal network traffic, and operational anomalies.

Incident Validation &
Classification
Security analysts evaluate alertsto determine severity,scope, affected systems, operational impact, and potential business risk. Incidents are categorized based on urgency and criticality.

Containment
Immediate containment actions are performed to isolate affected devices, disable compromised accounts, block malicious traffic, restrict network access, or segment impacted systems to prevent lateral movement and further compromise.

Investigation & Analysis
BuzzClan performs root cause analysis, log review, event correlation, forensic investigation, vulnerability assessment, and timeline reconstruction to identify the source, attack vector, and extent of the incident.

Eradication & Remediation
Malicious files, unauthorized access mechanisms, compromised accounts, vulnerabilities, and affected configurations are removed or remediated. Security patches, password resets, configuration hardening, and endpoint cleanup procedures are performed.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
99 Recovery & Restoration
Systems, applications, backups, and operational services are restored in a controlled manner while validating system integrity, operational functionality, and security posture.

Client Communication &
Reporting
Designated client contacts are notified regarding incidentstatus, affected systems, remediation actions, operational impact, and recovery progress throughout the response process.

Post-Incident Review
BuzzClan conducts internal review sessions to document lessons learned, identify process improvements, strengthen controls, and reduce future risk exposure.

BuzzClan’s incident response process emphasizes rapid escalation and continuous communication to ensure City stakeholders remain informed during security events.

Communication &
Escalation Area BuzzClan Response Approach
Critical Incident
Notification
Authorized City personnel are immediately notified regarding critical security incidents, ransomware events, major outages, unauthorized access attempts, or operational disruptions.

Escalation Management
Incidents are escalated internally to senior cybersecurity engineers, infrastructure specialists, management teams, and executive leadership based on severity and impact.

Status Updates Ongoing updates are provided throughout investigation, containment, remediation, and recovery activities.

Executive Reporting Formal incidentsummaries and executive-level reports are prepared following significant incidents or security events.

Coordination with Third
Parties
BuzzClan coordinates with software vendors, cloud providers, internet providers, law enforcement agencies, or cybersecurity partners when necessary to support resolution efforts.

BuzzClan utilizes layered security technologies and operational controls to strengthen incident detection and response capabilities.

Security Technology
Area Incident Response Capability
Endpoint Detection &
Response (EDR)
Behavioral analysis, ransomware detection, automated containment, endpoint isolation, and malicious activity investigation.

SIEM & Log Monitoring Centralized event collection, correlation analysis, alerting, and security event visibility across infrastructure components.

Firewall & Network
Monitoring
Detection of suspicious traffic, intrusion attempts, unauthorized connections, and abnormal network activity.

Threat Intelligence
Integration
Continuous review of emerging vulnerabilities, malware campaigns, exploit activity, and cybersecurity advisories.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
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Backup & Recovery
Platforms
Rapid restoration support and recovery validation following ransomware or operational disruption events.

MFA & Access Controls Reduction of unauthorized access risk through identity verification and privileged access management controls.

BuzzClan’s incident response framework also incorporates operational resiliency planning to support rapid recovery and business continuity for municipal environments. Particular attention is given to systems supporting public safety operations, VoIP communications, cloud services, backup infrastructure, mobile endpoints, and critical operational technologies.

Operational Recovery
Area BuzzClan Recovery Focus
Backup Validation Verification of backup integrity and restoration readinessfor affected systems.

Business Continuity
Support
Coordination of operational recovery priorities to minimize service disruption across City departments.

Public Safety System
Protection
Prioritized response proceduresforsystemssupporting law enforcement, emergency services, or CJIS-sensitive operations.

Infrastructure
Stabilization
Continuous monitoring following recovery to validate operationalstability and detect recurring threats.

BuzzClan also maintains preventative security governance practices designed to reduce the likelihood and impact of future incidents.

Preventive Security
Practice Purpose
Patch Management Timely deployment of security updates and vulnerability remediation.

Security Awareness Training Ongoing employee cybersecurity education and phishing awareness programs.

Access Governance
Enforcement of least-privilege access, MFA, password standards, and account auditing.

Vulnerability Assessments
Routine identification and remediation ofsecurity weaknesses and configuration risks.

Security Policy Enforcement Standardized operational controls, acceptable use policies, and incident reporting procedures.

For environments involving public safety systems or CJIS-sensitive operations, BuzzClan is prepared to follow additional client-specific escalation, reporting, audit, and evidence preservation requirements in accordance with operational and regulatory obligations.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
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g. Have any of your clients experienced a Ransomware attack in the last 12 months? If so, how did your company respond.

Through continuous monitoring, rapid escalation procedures, layered security controls, operational coordination, and structured recovery planning, BuzzClan provides a comprehensive incident response capability focused on protecting client environments, minimizing operational disruption, and restoring servicessecurely and efficiently following a cybersecurity event.

Yes. Within the last 12 months, BuzzClan supported an enterprise client that experienced a ransomware-related cybersecurity incident involving unauthorized access to several endpoint systems within its corporate network environment. The client operated a multi-location environment with approximately 300+ users, cloud-based collaboration platforms, remote users, on-premise infrastructure, and centralized file storage systems.

The incident was identified through BuzzClan’s continuous monitoring and endpoint detection systems after unusual encryption behavior, abnormal authentication attempts, and suspicious PowerShell activity were detected on multiple workstations. BuzzClan’s incident response team immediately initiated its security incident escalation and containment procedures to minimize operational impact and prevent lateral spread across the client’s environment.

Incident Response
Phase BuzzClan Response Actions
Threat Detection
Endpoint detection and monitoring systems generated alerts identifying suspicious file encryption activity and abnormal administrative behavior on several user endpoints.

Immediate
Containment
Affected systems were immediately isolated from the network using EDR containment capabilities. Administrative sessions were terminated, compromised accounts were disabled, and network segmentation controls were applied to restrict lateral movement.

Incident Escalation
BuzzClan’s cybersecurity and infrastructure teams initiated emergency response procedures and notified the client’s designated leadership and IT stakeholders regarding the incident status and containment activities.

Environment
Assessment
Security teams reviewed firewall logs, authentication events, endpoint telemetry, backup systems, VPN access records, and cloud audit logs to determine the scope of compromise and identify affected systems.

Threat Eradication
Malicious executables, persistence mechanisms, compromised credentials, and unauthorized remote access artifacts were removed from affected systems. Security patches and endpoint hardening measures were also applied.

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Backup Validation &
Recovery
BuzzClan validated backup integrity and initiated restoration procedures for impacted files and systems using secure recovery points. Critical operational systems were prioritized during recovery activities.

Security Hardening
Multi-factor authentication policies were strengthened, privileged access reviews were completed, password resets were enforced, and additional monitoring controls were implemented across the environment.

Post-Incident Review
BuzzClan conducted a root cause analysis, documented lessons learned, and provided the client with a remediation roadmap including infrastructure improvements and additional cybersecurity recommendations.

The ransomware activity was successfully contained before significant operational disruption or widespread encryption could occur across the organization’s infrastructure.

Due to BuzzClan’s layered security controls, proactive monitoring, endpoint isolation capabilities, and validated backup infrastructure, the client was able to restore affected systems without paying a ransom and resume normal operations within a controlled recovery window.

Security Control That
Assisted Recovery Operational Benefit
Endpoint Detection &
Response (EDR)
Rapid detection and isolation of compromised endpoints before widespread propagation.

Continuous Monitoring Early identification of abnormal authentication behavior and suspicious system activity.

MFA & Access Controls Limited unauthorized escalation and reduced exposure of privileged accounts.

Backup Validation
Procedures Enabled reliable recovery from clean and validated recovery points.

Incident Response
Procedures
Coordinated containment, investigation, remediation, and communication processes.

Network Segmentation Reduced the ability of the ransomware to spread across critical systems and operational environments.

Following the incident, BuzzClan worked closely with the client to strengthen long-term cybersecurity posture through additional endpoint hardening, enhanced email security controls, privileged access management improvements, security awareness training, vulnerability remediation, and infrastructure monitoring enhancements.

Post-Incident
Improvement Area Enhancement Implemented
Endpoint Security Expanded behavioral detection and advanced ransomware protection policies.

Identity Security Enhanced MFA enforcement and privileged account monitoring.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
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h. Describe your organization’s backup validation strategy.

Backup Resiliency Increased backup immutability protections and restoration testing frequency.

Security Awareness
Training
Additional phishing simulation and employee cybersecurity awareness programs.

Monitoring & Alerting Expanded SIEM visibility and real-time alert correlation rules.

Vulnerability
Management
Accelerated patching cycles and infrastructure hardening procedures.

BuzzClan’s response to this incident demonstrated the effectiveness of proactive cybersecurity governance, layered defense strategies, continuous monitoring, validated backups, and structured incident response procedures in minimizing operational disruption and supporting secure recovery during a ransomware-related security event.

BuzzClan follows a comprehensive backup validation and disaster recovery strategy designed to ensure the integrity, availability, recoverability, and security of client data and critical systems. Our backup governance framework combines automated monitoring, scheduled validation testing, recovery verification procedures, redundancy controls, and operational reporting to help ensure that backup systems remain reliable and fully recoverable in the event of hardware failure, ransomware, accidental deletion, natural disaster, or other operational disruptions. The primary objective of BuzzClan’s backup validation strategy is not only to confirm that backups are completing successfully, but also to verify that protected systems, applications, and data can be restored accurately and within acceptable operational recovery timelines. Our approach supports business continuity requirements for municipal environments operating across multiple locations and managing servers, endpoints, cloud services, networking infrastructure, mobile devices, VoIP systems, and operational technologies.

Backup Strategy Area BuzzClan Backup Validation Approach Automated Backup
Monitoring
Backup systems are continuously monitored forsuccessful job completion, replication status, storage utilization, retention compliance, and backup failures.

Daily Backup Verification
Daily automated reviews validate successful completion ofscheduled backups across servers, endpoints, cloud systems, and protected workloads.

Restoration Testing
Periodic test restores are performed to verify data recoverability, backup integrity, application consistency, and operational usability of restored systems.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
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Multi-Layer Backup
Architecture
Backup strategies may include local backups, cloud replication, off-site storage, and disaster recovery replication to reduce single points of failure.

Backup Integrity
Validation
Backup files and recovery points are validated to identify corruption, incomplete backups, synchronization failures, or retention issues.

Disaster Recovery
Readiness
Recovery procedures are documented and tested to ensure systems can be restored efficiently during operational disruptions or cybersecurity events.

Ransomware Protection
Controls
Immutable backups, isolated storage, backup segmentation, and restricted administrative access controls are utilized where supported to reduce ransomware exposure.

Retention & Compliance
Management
Backup retention schedules are configured according to operational requirements, regulatory expectations, and client recovery objectives.

Alerting & Escalation Failed backups, replication issues, storage thresholds, or backup anomalies generate alerts for immediate investigation & remediation.

Documentation &
Reporting
Backup status reports, restoration test results, backup inventories, and recovery readiness documentation are maintained and communicated through operational reporting processes.

BuzzClan’s backup validation process is designed around the principle that successful backup completion alone does not guarantee recoverability. For this reason, our operational procedures include scheduled recovery testing and verification activities to validate the integrity and usability of protected data and systems.

Validation Activity Purpose
File-Level Restore
Testing
Verification that individual files, folders, and application data can be successfully recovered without corruption.

System-Level Recovery
Testing
Validation of full server or virtual machine restoration procedures to confirm disaster recovery readiness.

Cloud Backup
Verification
Review of cloud replication health,synchronization status,retention compliance, and recovery point availability.

Backup Consistency
Checks
Confirmation that application-aware backups properly capture transactional systems, databases, and critical workloads.

Recovery Time
Evaluation
Assessment ofrecovery timelines and operational restoration capabilities against business continuity requirements.

BuzzClan also incorporates cybersecurity considerations into backup governance to protect backup infrastructure from unauthorized access, ransomware, and operational compromise.

Backup Security
Control Security Practice
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Access Restriction Backup administration privileges are restricted to authorized personnel using role-based access controls and MFA enforcement.

Encryption Backup data is encrypted both in transit and at rest using secure encryption standards where supported.

Segmented Backup Storage Backup environments may be logically separated from production systems to reduce ransomware exposure.

Immutable or Protected
Storage
Where supported, immutable or protected backup storage options are implemented to prevent unauthorized modification or deletion of recovery data.

Backup Monitoring &
Alerting
Backup infrastructure is continuously monitored for unauthorized access attempts, failed jobs, unusual deletions, or abnormal operational behavior.

BuzzClan’s disaster recovery and backup validation strategy also supports operational resiliency for critical municipal services and infrastructure. Recovery prioritization procedures are designed to help restore essential operational systems efficiently following a disruption.

Recovery Priority Area Operational Focus
Public Safety & Critical
Services
Prioritized recovery support for systems supporting emergency services, law enforcement operations, and critical communications.

Core Infrastructure
Systems
Restoration of servers, networking infrastructure, authentication services, and cloud connectivity is required for operational continuity.

End-User Productivity
Systems
Recovery of workstations, email systems, collaboration platforms, and department operational applications.

Specialized Operational
Systems
Coordination with vendors and operational teams supporting SCADA systems, VoIP infrastructure, and specialized municipal applications.

Routine backup validation results, recovery testsummaries, backup health metrics,storage utilization trends, and remediation activities are incorporated into BuzzClan’s operational reporting procedures and reviewed with designated client stakeholders as part of ongoing managed services governance.

Reporting Area Reporting Detail
Backup Completion
Status Daily and monthly backup success and failure reporting.

Recovery Test Results Documentation ofrestoration testing activities and recovery validation outcomes.

Storage Capacity
Monitoring
Reporting related to storage growth, retention utilization, and capacity planning.

Risk & Remediation
Reporting
Identification of failed backups, backup gaps, or recovery concerns, along with corrective actions taken.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
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i. Has your company ever contracted an independent third-party to perform penetration tests against systems you support? If so, when? BuzzClan continuously evaluates backup technologies, disaster recovery capabilities, cloud replication methods, and cybersecurity protections to ensure our backup governance framework remains aligned with evolving operational and security best practices.

Through layered backup architecture, automated monitoring, scheduled recovery testing, secure backup management, and proactive operational oversight, BuzzClan provides a resilient and validated backup strategy designed to support the City’s operational continuity, data protection, and disaster recovery objectives.

Yes. BuzzClan engages independent third-party cybersecurity firms to perform penetration testing and security assessments against systems and environments that we manage and support as part of our ongoing cybersecurity governance and risk management practices. These independent assessments are conducted annually to validate the effectiveness of our security controls, identify potential vulnerabilities, evaluate operationalsecurity posture, and support continuousimprovement initiatives.

BuzzClan understands the importance of independent security validation within managed IT and cybersecurity operations, particularly for environments involving public sector clients, cloud infrastructure, remote access systems, endpoint management platforms, and sensitive operational technologies. Third-party penetration testing provides an additional layer of assurance by evaluating infrastructure, applications, configurations, and security controls from an external attacker's perspective.

Assessment Area BuzzClan Security Validation Approach
Frequency of Testing Independent third-party penetration testing is conducted annually.

Scope of Assessments
Assessments may include external infrastructure, remote access services, cloud environments, endpoint management platforms, administrative access controls, web applications, and network security configurations.

Vulnerability Identification
Testing is performed to identify exploitable vulnerabilities, misconfigurations, exposed services, privilege escalation risks, and potential attack paths.

Security Control
Validation
Penetration testing helps validate firewall configurations, MFA enforcement, endpoint security effectiveness, segmentation controls, and remote access protections.

Remediation Review
Findingsidentified during assessments are reviewed by BuzzClan’s technical and cybersecurity teams, prioritized based on risk, and remediated according to established security procedures.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
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j. Describe your company’s familiarity with PCI compliance.

Continuous Improvement
Results from penetration tests are incorporated into operational improvements, hardening initiatives, patch management activities, and security governance enhancements.

BuzzClan’s annual penetration testing program complements our broader cybersecurity practices, which include continuous monitoring, vulnerability management, patch management, incident response procedures, backup validation, endpoint protection, access governance, and operational auditing.

BuzzClan’s annual penetration testing program complements our broader cybersecurity practices, which include continuous monitoring, vulnerability management, patch management, incident response procedures, backup validation, endpoint protection, access governance, and operational auditing.

Cybersecurity Governance
Area Supporting Security Practice
Vulnerability Management Ongoing remediation of identified vulnerabilities and security weaknesses.

Endpoint Security Deployment of EDR, antivirus, behavioral monitoring, and ransomware protection technologies.

Access Security Enforcement of MFA, least-privilege access,secure credential management, and audit logging.

Network Security Firewall monitoring, VPN security, segmentation controls, and intrusion detection capabilities.

Security Monitoring Continuous monitoring of infrastructure, authentication activity, suspicious behavior, and operational anomalies.

Incident Response Structured escalation, containment, investigation, remediation, and recovery procedures for security events.

BuzzClan recognizes that regular independent security testing is an important component of maintaining a mature cybersecurity posture and supporting operational resilience.

Findings and recommendations resulting from third-party assessments are reviewed internally and used to strengthen technical controls, improve operational procedures, and reduce overall cybersecurity risk exposure across managed environments.

Through annual independent penetration testing, layered security controls, and proactive cybersecurity governance, BuzzClan maintains a continuous improvement approach focused on protecting client environments, validating security effectiveness, and supporting secure managed IT operations.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
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BuzzClan is familiar with the operational, cybersecurity, and infrastructure security requirements associated with Payment Card Industry Data Security Standard (PCI DSS) compliance. Our managed IT services and cybersecurity practices are designed to support organizations that process, transmit, store, or secure payment-related information and systems requiring strong access controls, network security, monitoring, vulnerability management, and data protection practices.

BuzzClan understands that PCI compliance is a continuous operational and security process focused on protecting cardholder data, securing payment environments, reducing cybersecurity risks, and maintaining accountability across systems, networks, applications, and administrative processes. Our approach incorporates layered security controls, documented operational procedures, proactive monitoring, and security governance practices aligned with many of the core principles established within PCI DSS frameworks.

PCI Compliance Area BuzzClan Familiarity and Operational Approach Network Security
BuzzClan supports secure network architecture, firewall management, segmentation strategies, VPN security, intrusion prevention, and secure remote access practices designed to protect sensitive environments.

Access Control
Management
Role-based access controls, least-privilege principles, multi-factor authentication (MFA), and administrative access monitoring are implemented to reduce unauthorized access risks.

Endpoint Security
Endpoint Detection and Response (EDR), antivirus protection, patch management, device encryption, and centralized endpoint monitoring are utilized to secure systems handling sensitive information.

Vulnerability
Management
Regular patch deployment, vulnerability remediation, security monitoring, and infrastructure hardening procedures are followed to reduce exposure to known threats and exploits.

Logging &
Monitoring
Security logs, authentication events, administrative actions, firewall activity, and suspicious events are monitored and retained to support operational visibility and auditing requirements.

Secure Remote
Access
Secure remote support tools, encrypted communications, MFA enforcement, and controlled remote administrative procedures are utilized to support secure access management.

Data Protection
Encryption practices,secure storage controls, restricted administrative access, and secure transmission methods are utilized to protect sensitive operational data.

Incident Response
BuzzClan maintains documented incident response procedures for identifying, containing, investigating, remediating, and recovering from cybersecurity events or unauthorized access attempts.

Security Awareness
Training
Employees participate in recurring cybersecurity awareness training covering phishing prevention, password security, acceptable use,secure data handling, and incident reporting procedures.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
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Backup & Recovery
Secure backup management, disaster recovery planning, backup validation, and recovery testing procedures are implemented to support operational continuity and data resiliency.

BuzzClan recognizes that PCI compliance involves not only technical safeguards, but also disciplined operational governance and documented security procedures. Our managed services operations include formal processes related to change management, account provisioning, password policies, privileged access management, asset tracking, configuration management, and security monitoring that support secure IT operations in regulated environments.

Operational Governance
Area BuzzClan Security Practice
Change Management
Infrastructure modifications, software updates, firewall changes, and operational adjustments follow documented review and approval procedures.

Configuration Standards Systems are configured according to standardized hardening and security baseline practices to reduce operational risk.

Asset Management Hardware, software, licensing, and infrastructure inventories are maintained to improve visibility and operational accountability.

Security Policy Enforcement Formal policies govern acceptable use, password management, remote access, device security, and operational security controls.

Audit Support
Operational documentation, monitoring records, and administrative activity logs are maintained to support security reviews and compliance-related assessments.

BuzzClan’s technology stack and operational processes are designed to support secure environments involving cloud services, remote access infrastructure, endpoint management, mobile devices, backup systems, networking equipment, and distributed operational environments. These capabilities align with many of the core technical and administrative controls expected within PCI-regulated environments.

Security Technology
Area Operational Capability
Endpoint Protection Advanced antivirus, EDR, ransomware protection, and behavioral monitoring capabilities.

Secure Email Security Phishing protection, spam filtering, malicious attachment scanning, and email threat prevention.

SIEM & Monitoring Centralized event monitoring, alerting, and security visibility across infrastructure components.

MFA & Identity Security Multi-factor authentication and identity governance controls for administrative and remote access.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
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k. Additional information and options (such as any cloud solutions or other technology solutions offered by your company) are welcome, but these must be included in the maximum number of pages allowed for the proposal (see Proposal Format Guidelines).

Patch Management
Automated operating system and application patch deployment with compliance tracking.

Backup & Recovery
Cloud and hybrid backup management with restoration validation and disaster recovery support.

BuzzClan also understands the importance of network segmentation and secure handling of systems associated with payment processing or sensitive operational data.

Where applicable, we work collaboratively with clients, payment processors, third-party auditors, and compliance stakeholders to support secure operational practices and remediation efforts related to PCI environments. Although BuzzClan does not act as a Qualified Security Assessor (QSA), our managed services and cybersecurity operations are designed to help clients maintain secure infrastructure, operational discipline, and technical safeguards that support broader PCI compliance objectives.

PCI Support Capability BuzzClan Role
Secure Infrastructure
Support
Management and monitoring of secure systems, firewalls, endpoints, and network environments.

Security Remediation
Assistance
Assistance with patching, vulnerability remediation, access controls, and operational hardening activities.

Monitoring & Incident
Response
Continuous monitoring, alert management, and incident response support for security-related events.

Documentation &
Reporting
Operational reporting,system documentation, and infrastructure visibility supporting audit readiness.

Through layered cybersecurity controls, proactive monitoring, operational governance, secure remote administration, and disciplined IT management practices, BuzzClan provides managed services capabilities that align with and support the security principles associated with PCI DSS compliance and regulated operational environments.

BuzzClan is committed to delivering more than traditional managed IT support. In addition to the core services outlined in this proposal, we offer a range of advanced technology, cybersecurity, cloud, and operational solutions that can help the City improve service delivery, strengthen cybersecurity, enhance operational efficiency, and support future technology initiatives.

Our cloud services practice provides expertise in Microsoft 365, Microsoft Azure, cloud migration, hybrid infrastructure, identity management, collaboration platforms, and cloud Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
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security. As organizations continue to modernize their technology environments, BuzzClan assists clients in evaluating cloud adoption opportunities, improving disaster recovery capabilities, enhancing remote access security, and reducing infrastructure management complexity through strategic cloud solutions.

BuzzClan also offers advanced cybersecurity services designed to help organizations strengthen their security posture and reduce risk. These services include vulnerability assessments, penetration testing coordination, security awareness training, endpoint detection and response (EDR), security monitoring, incident response planning, ransomware preparedness assessments, privileged access management, multi-factor authentication implementation, and cybersecurity roadmap development. Our cybersecurity-first approach helps clients proactively address evolving threats while maintaining operational resilience.

To support business continuity and disaster recovery objectives, BuzzClan provides enterprise-grade Backup and Disaster Recovery (BDR) solutions that include cloud backup, backup replication, recovery testing, disaster recovery planning, ransomware recovery capabilities, and backup validation services. These solutions help ensure critical systems and data remain protected and recoverable during unexpected disruptions.

BuzzClan also provides strategic IT consulting and technology planning services. Through regular technology reviews, infrastructure assessments, budgeting assistance, lifecycle management planning, and cybersecurity evaluations, we help organizations develop long-term technology roadmaps aligned with operational objectives and financial priorities.

This strategic guidance enables clients to make informed decisions regarding infrastructure investments, technology modernization initiatives, and future operational requirements.

In addition, BuzzClan offers specialized services supporting Microsoft 365 administration, Azure cloud services, mobile device management, VoIP and unified communications, network modernization, wireless infrastructure optimization, endpoint lifecycle management, asset management, vendor coordination, and project management services.

Our team can also assist with technology implementations, infrastructure upgrades, system migrations, and cybersecurity improvement initiatives as part of separate project-based engagements.

As technology continues to evolve, BuzzClan remains committed to helping clients leverage innovative solutions that improve operational efficiency, strengthen security, enhance user productivity, and support long-term organizational success. Our combination of managed services expertise, cybersecurity capabilities, cloud solutions, and strategic consulting allows us to serve as a trusted technology partner capable of supporting both the City’s current operational needs and future technology initiatives.

Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
www.buzzclan.com
Cowboys Way, Suite 300, Frisco TX 75034
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APPENDIX - SECURITY CERTIFICATIONS
Latest SOC 2 Type 2 Report with Progress Letter
Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
[email protected]
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Docusign Envelope ID: BF6B0B60-4AA6-85B3-83E9-9F64DCE0B8ED 469-251-2899
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ISO 9001:2015 Certification

City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] May 29, 2026
Monica Cisneros
Deputy City Clerk
City of Livingston
[email protected]
Re: Proposal for Information Technology Services
City of Livingston, California
Dear Ms. Cisneros and Members of the Evaluation Committee:

Consultadd Inc. (dba Consultadd Public Services) is pleased to submit this proposal in response to the City of Livingston's Request for Proposals for Information Technology Services. We understand that the City depends on reliable, secure, and responsive technology operations to serve its community of approximately 14,000 residents across City Hall, Police, Public Works, Water, Wastewater Treatment, and Council operations. This proposal presents our approach to providing stable, accountable managed IT services for the term of the contract.

Founded in 2011, Consultadd Public Services has spent 15 years delivering managed IT services, cybersecurity, infrastructure support, and strategic technology planning to public-sector clients across the United States. We have supported 80+ public-sector organizations, completed 250+ IT projects, and maintain delivery operations in 44 states. Our team understands what it means to support lean government operations where every system matters and the community's services depend on technology running reliably around the clock.

For the City of Livingston, we propose a comprehensive managed IT services model covering 24/7/365 monitoring, on-site support three times per week, CJIS-compliant Police Department support, endpoint and Hyper-V server management, backup oversight, cybersecurity, and strategic planning. We have reviewed the RFP and Q&A responses in detail, and this proposal directly addresses the City's specific environment: its 89-workstation Windows infrastructure, JAMF-managed iOS fleet, WatchGuard firewalls at three locations, Microsoft 365 platform, and CLETS-connected Police operations.

We are confident that Consultadd Public Services brings the operational depth, public-sector experience, CJIS awareness, and California delivery capability to support the City of Livingston from day one. We welcome the opportunity to introduce our team during the interview process.

Respectfully submitted,
Bharat Bhate
Executive Sponsor
Consultadd Inc. (dba Consultadd Public Services)
City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] Table of Contents
SECTION 1: GENERAL COMPANY INFORMATION ....................................................................... 3 SECTION 2: REFERENCES..................................................................................................................... 5 SECTION 3: STAFFING ........................................................................................................................... 9 SECTION 4: SECURITY......................................................................................................................... 15 SECTION 5: SERVICES.......................................................................................................................... 20 SECTION 6: MONITORING.................................................................................................................. 29 SECTION 7: MANAGEMENT ............................................................................................................... 30 SECTION 8: DOCUMENTATION, RECORD KEEPING AND REPORTING............................... 32 SECTION 9: FEES.................................................................................................................................... 34 SECTION 10: OPTIONAL FEES ........................................................................................................... 37 SECTION 11: TRANSITION .................................................................................................................. 39 SECTION 12: MISCELLANEOUS ........................................................................................................ 42 City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] Section 1: General Company Information
1a. Company Overview
i. Year Started and Years Providing Managed IT Services Consultadd Inc. was founded in 2011. The company has provided managed IT services and help desk support to public-sector clients for 15 years. Consultadd Public Services is the company's dedicated government practice, serving federal, state, and local government clients with a focus on operational reliability, security, and long-term partnership.
ii. Number of Customers and Average Organization Size
Consultadd Public Services has supported 80+ public-sector clients across the United States. Client organizations range from small municipalities similar in scale to Livingston, with fewer than 200 employees and multiple locations, to mid-sized regional authorities and utilities. The City of Livingston, with approximately 106 supported staff across six locations, aligns well with our core municipal client profile.
iii. Number of Employees
Consultadd Inc. employs 600+ professionals, including systems engineers, help desk technicians, security specialists, cloud architects, project managers, and account management staff. The team supporting the City of Livingston will be drawn from this pool, ensuring access to deep technical expertise across all required service areas.
iv. Background and History
Consultadd Inc. was incorporated in 2011 and established its public services practice to address the distinct technology needs of government agencies. Over 15 years, the company has built a national delivery capability with deep expertise in municipal IT operations, public safety technology environments, utility infrastructure, compliance frameworks, and Microsoft ecosystem management.

Key organizational credentials:
• GSA Multiple Award Schedule (MAS) holder
• SOC 2 Type II certified
• ISO 27001 certified
• CMMI assessed
• CMMC Ready
• AWS Advanced Tier Partner
• Microsoft Partner
• Multiple DBE, MBE, SBE, and supplier diversity certifications • 250+ IT projects completed for public-sector clients in the U.S. • Operations supporting clients in 44 U.S. states
City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] v. Office Locations
Consultadd Inc. is headquartered at 175 Greenwich Street, 38th Floor, New York, NY 10007.

Consultadd maintains a delivery presence and local office access across 44 U.S. states, including California. Field support and scheduled onsite visits for the City of Livingston will be coordinated through our California delivery network, with resources available for the three-visit-per-week schedule confirmed in the RFP Q&A.
1b. Pending Lawsuits, Judgments, or Liens
No. Consultadd Inc. has no pending lawsuits, judgments, or liens against the organization that would negatively impact its ability to provide managed IT services to the City of Livingston. 1c. Current Investigations
No. Consultadd Inc. is not currently under investigation by any entity.

City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] Section 2: References
2a. Client References
Consultadd Public Services has selected the following references because they align closely with the City of Livingston’s need for reliable managed IT services, help desk support, cybersecurity, endpoint management, infrastructure support, backup oversight, onsite and remote assistance, and public-sector service continuity.
i. Longest-Supported Client
Item Response
Client Marin Housing Authority
Reference Kim Dolan, IT Director
Email [email protected]
Phone (415) 491-2525 Ext. 704
Duration January 2025 – Ongoing
Services
Provided
Managed IT services, CIO advisory, cybersecurity services, 24/7 monitoring, helpdesk support, network management, endpoint protection, Microsoft 365 backup support, firewall support, infrastructure documentation, onsite support, and remote support Marin Housing Authority is included as Consultadd’s longest-supported reference among the client references provided for this proposal. The engagement is highly relevant to the City of Livingston because it involves full-service managed IT and cybersecurity support for a public agency with compliance obligations, distributed users, endpoint security needs, backup requirements, and a need for consistent help desk responsiveness.

Consultadd’s work for Marin Housing Authority includes centralized endpoint management, Microsoft 365 support, backup protection, firewall support, help desk operations, onsite technician visits, remote troubleshooting, asset tracking, and recurring technology governance through stakeholder meetings and Quarterly Business Reviews. The engagement also demonstrates measurable service performance, including structured ticketing, SLA tracking, average first response time reporting, and proactive infrastructure improvement.
ii. Nonprofit or Other Organization with Similar Support Needs Item Response
Client Marin Housing Authority
Reference Kim Dolan, IT Director
Email [email protected]
Phone (415) 491-2525 Ext. 704
Duration January 2025 – Ongoing
Services
Provided
Managed IT, cybersecurity, helpdesk support, endpoint protection, network management, Microsoft 365 backup, secure remote access, onsite and remote user support, and infrastructure resilience planning
Marin Housing Authority is also relevant to the City’s requested nonprofit or similar-organization reference category because it is a mission-driven public agency with a lean operating environment, compliance-sensitive systems, and a need for stable technology support. Consultadd supports the agency City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] as an extension of its internal team, helping improve system reliability, endpoint visibility, backup readiness, security posture, and user support quality.
iii. Organization with Comparable Infrastructure, Remote Access, and Support Requirements Item Response
Client Madison Metropolitan Sewerage District
Reference Batina Culver, District Manager
Email [email protected]
Phone Available upon request
Duration October 2025 – Ongoing
Services
Provided
24x7 response to Priority 1 tickets, helpdesk support, hardware management, onboarding support, support for COTS systems, support for custom-developed solutions, secure access support, L1/L2 support, ticketing, SLA tracking, reporting, and quality review practices
Madison Metropolitan Sewerage District is included because it reflects a public infrastructure environment with business-critical systems, support needs across standard and operational applications, and a requirement for timely response to escalated issues. This reference is relevant to the City of Livingston’s Public Works, wastewater, utility, hardware, application, and remote support needs.

Consultadd supports MMSD through a structured L1/L2 service model that includes ticket triage, hardware and software troubleshooting, printer and AV support, PC builds, onboarding and offboarding, VPN and Microsoft 365 support, account and access management, application support, centralized ticketing, SLA tracking, reporting, and root cause analysis for recurring priority issues. This experience is directly applicable to Livingston’s need for dependable operational support across departments and systems.
iv. Recently Started Client Since January 1, 2014
Item Response
Client City of Olmos Park, Texas
Reference Ashley Maus
Email [email protected]
Phone 210-824-3281 ext. 303
Duration December 2025 – Ongoing
Services
Provided
Managed IT services, onboarding and transition, help desk support, proactive monitoring, server and network support, cloud platform support, end-user device support, cybersecurity, endpoint protection, email security, MFA, vulnerability assessments, incident response, backup management, disaster recovery planning, business continuity support, reporting, QBRs, and IT roadmap support The City of Olmos Park is included as a recent municipal reference and is highly relevant to the City of Livingston because it reflects direct city government managed IT service delivery. Consultadd’s work for Olmos Park includes stabilizing day-to-day IT operations, improving visibility, supporting critical public safety and administrative functions, strengthening cybersecurity, improving documentation, and supporting a structured transition from the incumbent provider.

City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] This reference demonstrates Consultadd’s ability to support a small municipal environment with a practical managed services model that includes help desk support, infrastructure management, cybersecurity, backup and disaster recovery planning, regular reporting, quarterly reviews, and long-term technology roadmap development.
v. Additional Relevant Public-Sector Utility and Microsoft Modernization Experience Item Response
Client Municipal Water District of Orange County (MWDOC) Reference Steven Hung, Sr. Financial Analyst / Database Analyst Email [email protected]
Phone Available upon request
Duration Ongoing
Services
Provided
Microsoft Dynamics 365 Finance implementation, ERP configuration, fund accounting setup, data migration from AccuFund, Paylocity integration, reporting enablement, user training, and post-go-live stabilization support
Consultadd Public Services is supporting the Municipal Water District of Orange County with the implementation of a cloud-first Enterprise Resource Planning solution using Microsoft Dynamics 365 Finance. The engagement includes financial system configuration, fund accounting setup, data migration from AccuFund, integration with Paylocity, reporting enablement, user training, and post-go-live stabilization support to modernize the District’s financial and operational workflows.

This experience is relevant to the City of Livingston because it demonstrates Consultadd’s ability to support a California public-sector water agency with mission-critical business systems, financial operations, data migration, user adoption, and stabilization after go-live. While this engagement is separate from the City’s requested managed IT and help desk reference categories, it reinforces Consultadd’s broader ability to support public agencies that operate utility-related services, finance functions, Microsoft-based platforms, and operational systems that require careful coordination, documentation, and continuity.

For Livingston, this experience strengthens Consultadd’s understanding of public-sector utility environments and the need to balance daily technology support with long-term modernization planning across administration, finance, public works, water, and wastewater-related operations. 2b. Vendor References
Consultadd Public Services maintains active vendor relationships that support public-sector managed IT services, Microsoft licensing, cloud infrastructure, endpoint management, cybersecurity, hardware procurement, and service delivery. The vendor references below meet or exceed the City’s requested annual obligation threshold of $48,000.

Vendor
Reference
Services / Products Annual
Obligation
Contact

TD SYNNEX
Corporation
Microsoft CSP / GCC
licensing, including Office
365 G3, Office 365 F3,
Microsoft Entra ID P1, Power
$48,000+
annually
800-756-1888
[email protected]
City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] BI Pro, and Microsoft Teams
Rooms Pro
Watchguard Firebox M5800 with 3 Year
Total Security
$48,000+
annually
[email protected]
TD SYNNEX is included because Consultadd maintains Microsoft CSP / GCC licensing transactions through TD SYNNEX that exceed the annual obligation threshold requested by the City. 2c. Technology Partners
Consultadd Public Services maintains a technology ecosystem that supports managed IT services, cybersecurity, cloud infrastructure, endpoint management, Microsoft 365 administration, backup and disaster recovery, and network operations. The most relevant technology areas for the City of Livingston include:

Technology Area Relevant Platforms /
Capabilities
Relevance to the City of Livingston
Microsoft
Ecosystem
Microsoft 365, Entra ID, Teams,
Exchange Online, SharePoint,
OneDrive, Windows Server,
Hyper-V
Supports the City’s Microsoft 365
subscriptions, identity environment,
Windows workstations, and Hyper-V
server infrastructure
Endpoint
Management
RMM, remote support, patching,
endpoint inventory, endpoint
performance monitoring
Supports workstation management,
automated patching, remote
troubleshooting, and asset visibility
Mobile Device
Management
JAMF and Apple Business
Manager support
Supports the City’s iOS phones and iPads
currently managed through JAMF
Cybersecurity Endpoint protection, email
security, vulnerability
management, firewall monitoring,
incident response
Supports the City’s cybersecurity,
ransomware readiness, and public safety
compliance needs
Backup and
Disaster Recovery
Microsoft 365 backup, cloud
backup monitoring, restorability
validation, DR planning
Supports backup monitoring, recovery
readiness, and disaster recovery planning
Network and
Firewall Support
WatchGuard, Cisco, Juniper,
Ubiquiti, Fortinet experience,
VPN support
Supports the City’s firewall, switch,
wireless, and connectivity environment
Service
Management
Ticketing, SLA tracking,
reporting, root cause analysis,
escalation workflows
Supports weekly reporting, ticket visibility,
escalation, and continuous service
improvement
Cloud
Infrastructure
AWS and Microsoft Azure Supports optional future cloud, backup, infrastructure modernization, and business
continuity needs
Consultadd’s technology approach is flexible and practical. We can manage the City’s existing tools where they are working well, recommend improvements where there is a clear operational or security benefit, and keep any new tooling decisions transparent, cost-conscious, and aligned with the City’s priorities.

City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] Section 3: Staffing
3a. Organizational Chart
Consultadd Public Services will support the City of Livingston through a layered service delivery model with named leadership, defined escalation paths, and specialized technical coverage. This structure gives the City day-to-day responsiveness while maintaining access to senior systems, network, cybersecurity, compliance, and strategic advisory resources when needed.

Level Role Proposed
Resource
Reports To Primary Function
Executive
Oversight
Executive
Sponsor
Bharat
Bhate
Consultadd
Executive
Leadership
Contract oversight, executive
relationship, issue escalation,
quarterly leadership reviews,
and long-term service alignment
Engagement
Management
Project Manager
/ Service
Delivery
Manager
Nisha K. Executive
Sponsor
Day-to-day service delivery
oversight, SLA monitoring,
reporting, ticket trend review,
transition coordination, and City
stakeholder communication
Strategic /
Security
Advisory
vCIO / Security
& Compliance
Advisor
Thomas
Wolfe
Project
Manager /
Service
Delivery
Manager
IT roadmap support,
cybersecurity governance, risk
management, disaster recovery
planning, vendor management,
budget planning, and executive
advisory
Infrastructure
Leadership
Senior Systems /
Network
Engineer
Joseph
Stokes
Project
Manager /
Service
Delivery
Manager
Server, network, Microsoft 365,
VPN, public safety technology
support, backup coordination,
and Tier 3 escalation
Field and L2
Support
Field Support /
L2 Systems
Engineer
Florian
Andrade
Senior Systems
/ Network
Engineer
Scheduled onsite visits,
endpoint support, Microsoft
365/Azure AD support,
Windows Server support,
Hyper-V support, backup
support, and documentation
Help Desk
Support
Help Desk /
Technical
Support
Specialist
Brandon
Edgar
Project
Manager /
Service
Delivery
Manager
Tier 1/Tier 2 help desk support,
ticket intake, user assistance,
Microsoft Office support,
documentation, and escalation
Cybersecurity
Risk Support
Cybersecurity
Risk Advisor
Ngum Che vCIO /
Security &
Compliance
Advisor
Cybersecurity risk assessment,
incident response planning,
backup/DR validation support,
risk register development,
security control review, and
compliance documentation
City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] 3b. Staff Supporting the City of Livingston
The City of Livingston will be supported by a blended team of management, field support, remote help desk, infrastructure engineering, cybersecurity, and strategic advisory resources. The team is designed to support the City’s hybrid onsite and remote service needs, including scheduled onsite support three times per week, 24/7/365 help desk coverage, public safety system support, Microsoft 365 administration, Hyper-V server management, WatchGuard firewall support, JAMF-managed iOS devices, backup monitoring, routine reporting, and strategic planning.

Role Proposed
Resource
Primary Responsibilities Availability
Executive
Sponsor /
Contract
Executive
Bharat
Bhate
Executive oversight, contract authority,
City leadership escalation, quarterly
business reviews, and long-term service
alignment
Available for City
leadership meetings and
escalations; quarterly
review minimum
Project Manager
/ Service
Delivery
Manager
Nisha K. Day-to-day service coordination, SLA
tracking, weekly reporting, monthly
service review coordination, ticket trend
analysis, issue escalation, transition
oversight, and City stakeholder
communication
Available during
business hours and for
scheduled City
management meetings
vCIO / Security
& Compliance
Advisor
Thomas
Wolfe
IT roadmap support, cybersecurity
governance, risk management,
compliance advisory, vendor
management, disaster recovery and
business continuity planning, budget
planning support, and QBR advisory
Available for monthly or
quarterly advisory
support and escalations
involving governance,
risk, security, or
strategic planning
Senior Systems /
Network
Engineer
Joseph
Stokes
Windows Server support, Microsoft 365
and Intune support, VPN support, public
safety technology support, network
administration, backup coordination,
RMM/MSP tool support, endpoint
security coordination, and Tier 3
escalation
Available during
business hours and oncall for critical
escalations
Field Support /
L2 Systems
Engineer
Florian
Andrade
Scheduled onsite visits, workstation
support, Windows Server support,
Microsoft 365/Azure AD administration,
Hyper-V support, backup support,
desktop support, user support,
documentation, and onsite coordination
Three visits per week,
three hours per visit,
with additional
availability for approved
onsite needs
Help Desk /
Technical
Support
Specialist
Brandon
Edgar
Tier 1/Tier 2 support, ticket intake, user
assistance, Microsoft Office and Office
365 support, hardware/software
troubleshooting, documentation, training
support, and escalation to senior
technical resources
24/7/365 help desk
coverage based on
agreed priority levels
Cybersecurity
Risk Advisor
Ngum Che Security gap assessment, NIST-aligned
risk review, incident response planning,
backup and DR validation support, risk
register development, vulnerability
Available for scheduled
security reviews,
incident response
support, and
City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] management coordination, and security
reporting support
compliance-related
activities
All personnel assigned to Public Safety systems or CJIS-covered environments will complete the Cityrequired fingerprinting, criminal history check, CJIS Security Addendum signing, and related security requirements before access is provisioned. Consultadd will maintain unique and identifying usernames for contractor staff to support accurate access logging and accountability. 3c. Annual Staff Retention Rate
Consultadd understands that staff continuity is important to the City’s evaluation and to the success of the managed services engagement. Consistent staffing reduces transition risk, preserves institutional knowledge, improves user trust, and supports reliable service delivery across City departments.

Consultadd tracks staff continuity and uses structured retention practices to maintain stable delivery teams for public-sector clients. Our retention approach includes clear career paths, certification support, internal mentoring, cross-training, documented knowledge transfer, and escalation coverage across help desk, field support, systems administration, network support, cybersecurity, and service management functions.

Year Annual Staff Retention Rate Notes
2023 88% Company-wide / managed services delivery retention 2024 85% Company-wide / managed services delivery retention 2025 86% Company-wide / managed services delivery retention For the City of Livingston, Consultadd will maintain continuity through named management and technical accountability. Nisha K. will serve as Project Manager / Service Delivery Manager, Bharat Bhate will provide executive oversight, and the proposed technical team will be supported by documented runbooks, shared knowledge bases, and cross-trained backup resources.

City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] Retention Area Consultadd Approach
Account continuity Nisha K. will remain responsible for service coordination, reporting, issue tracking, and City communication
Executive
continuity
Bharat Bhate will provide executive oversight and remain available for leadership escalation and quarterly business reviews
Technical
continuity
Joseph Stokes and Florian Andrade will be supported by documented runbooks, shared knowledge bases, and escalation coverage Security continuity Thomas Wolfe and Ngum Che will provide senior cybersecurity, risk, and compliance support for security-sensitive issues
Knowledge transfer Any planned staffing change will include transition notes, documentation review, and overlap where operationally feasible
Training and
development
Staff receive ongoing technical, cybersecurity, service management, and client communication training
If a staffing change becomes necessary during the contract term, Consultadd will notify the City in advance where operationally feasible, introduce the replacement resource, and complete knowledge transfer before the new resource assumes primary responsibility. 3d. Resumes of Onsite Staff
Resumes for the proposed staff are included in the proposal appendix. The resumes demonstrate direct experience in managed services, municipal/public-sector technology support, Windows Server, Microsoft 365, Hyper-V, network administration, help desk operations, cybersecurity, risk management, disaster recovery, and service delivery.