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City of Norwalk
Managed IT Services Project
Statement of Services
To: Mike Johnson
IT Manager
City of Norwalk
From: Sloan Varing
Vice President
IBE Digital
[email protected]
(562) 921-0202
Date: July 15, 2026
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11266 Monarch St. B,
Garden Grove, CA
Table of Contents
1.1 Company Overview................................ ................................ ................................ ...... 3
2.1 Scope of Services ................................ ................................ ................................ ......... 5
2.2 Investment ................................ ................................ ................................ .................. 9
2.3 Service Level Objectives ................................ ................................ ............................. 10
2.4 Transition & Onboarding ................................ ................................ ........................... 11
2.5 Supported Environment Baseline ................................ ................................ ............... 12
2.6 Assumptions & Dependencies ................................ ................................ .................... 13
2.7 Services Not Included ................................ ................................ ................................ . 14
2.8 Client Requirements ................................ ................................ ................................ .. 14
2.9 Term ................................ ................................ ................................ .......................... 15
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1. Executive Summary
This Statement of Services establishes a fixed-term Technology Infrastructure Management & Optimization engagement for the City of Norwalk. Beginning in August 2026 and concluding on June 30, 2027, IBE Digital will provide proactive monitoring, infrastructure administration, patch management, backup oversight, vendor coordination, and operational reporting designed to improve the reliability, security, and resiliency of the City's IT infrastructure.
This engagement is intended to maximize the value of the City's recent infrastructure investments while providing operational stability through the end of Fiscal Year 2026-2027.
This engagement is available through Sourcewell Contract No. 112124-KON, a competitively solicited cooperative purchasing vehicle available to the City as a Sourcewell participating member
1.1 Company Overview
IBE Digital is a family-owned, Southern California–based technology services provider with more than 40 years of experience delivering managed IT and managed print solutions to cities, school districts, and other public agencies. Founded in 1986, IBE Digital has grown into a trusted partner for municipal and educational organizations throughout Los Angeles, Orange County, and Santa Barbara County.
Our mission
Our mission is to help public-sector organizations operate more efficiently, securely, and sustainably by delivering technology solutions that are practical, reliable, and easy to support. We are committed to providing exceptional customer service, minimizing downtime, and maintaining transparent, predictable pricing—so our clients can focus on serving their communities.
This commitment is reinforced by our performance metrics, including a 2025 Net Promoter Score (NPS) of 97.1%, reflecting consistently high customer satisfaction.
As a local family owned and operated Minority Business Enterprise, IBE Digital is committed to reinvesting our resources into the communities we serve and the causes that matter most to them.
Proven Public-Sector Experience
IBE Digital has extensive experience supporting municipalities and other public-sector agencies throughout Southern California. Our service catalog is purpose-built for the operational, procurement, and reporting realities of city government.
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Local Service & National Support
Based in Southern California, IBE Digital provides responsive, accountable local support.
When issues require additional technical depth, we have access to a broader network of engineers and specialists to support proper escalation and resolution without disruption to City operations.
Security and Resiliency
IBE Digital recognizes that technology stability and responsible operational practices are essential in a municipal environment. Our structured support model promotes accountability, consistent service standards, and proper coordination with City leadership to help maintain a secure and resilient technology environment.
Institutional Knowledge
IBE Digital has supported municipal IT environments across Southern California for decades. This depth of municipal experience means faster onboarding, better coordination with City IT leadership, and continuity in service delivery from day one.
Community Partner
IBE maintains a community partnership model focused on long-term stewardship participating in local initiatives and reinvesting time and resources into the communities we serve. Our involvement is delivered through transparent, mission-aligned activities.
2. Proposed Solution
IBE Digital will deliver a comprehensive Managed IT Services engagement covering proactive monitoring and management of the City’s servers, endpoints, network, and storage; structured patch and vendor lifecycle management; and backup and recovery oversight. Services are delivered during standard business hours (Monday–Friday, 8:00 A.M. – 5:00 P .M. Pacific, excluding IBE-observed holidays), with after-hours work available as supplemental services at the published rates in the Investment section.
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2.1 Scope of Services
Each service area below identifies what is In Scope, Out of Scope, and the applicable Service Level. This structure eliminates ambiguity and defines the boundaries of IBE Digital’s obligations under this engagement.
Endpoint Management
IBE Digital manages the lifecycle health of supported City workstations, including configuration baselines, monitoring, patching, and hardware troubleshooting.
In Scope:
• Inventory of supported endpoints and baseline configuration in IBE’s management platform.
• Operating system patching for supported Windows and macOS workstations on a defined cadence.
• Third-party application patching for the supported application catalog. • Hardware troubleshooting and warranty coordination.
• Remote remediation.
Out of Scope:
• Procurement of new endpoint hardware (available as a separate quote). • Custom application packaging or development.
• Line-of-business application support of any kind, including troubleshooting, configuration, or administration of business-specific applications.
Service Level:
Endpoint patching follows a tested release cadence. Patch deployment status is reported monthly. Endpoint incident response follows the Service Level Objectives table.
Server & Infrastructure Management
IBE Digital provides proactive monitoring and management of supported physical and virtual servers, including operating system maintenance, performance oversight, and coordinated remediation.
In Scope:
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• Automated monitoring of supported servers for availability and performance, with alerts triaged during business hours.
• Operating system patching on a tested, scheduled cadence with defined rollback procedures.
• Capacity and performance reporting at the quarterly service review. • Hypervisor administration for supported virtualization platforms. • Vendor escalation for hardware and OS support cases.
Out of Scope:
• Application administration for line-of-business applications not named in the supported application catalog.
• Major version upgrades or platform migrations (available as project work).
Service Level:
Server availability is targeted at 99.5% during business hours, excluding scheduled maintenance windows agreed in advance with the City.
Network Management
IBE Digital manages supported network infrastructure to maintain performance, availability, and configuration integrity for City users.
In Scope:
• Monitoring of supported routers, switches, and wireless controllers for availability and performance.
• Configuration backup and restoration of supported devices. • Firmware updates on a scheduled cadence.
• Coordination with circuit and ISP providers for connectivity incidents. • Quarterly health and capacity review.
Out of Scope:
• Network architecture redesigns or refresh projects (available as project work). • Cabling and physical infrastructure work.
Service Level:
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Network device monitoring runs continuously; incident response and change activity occur during business hours per the Service Level Objectives table.
Storage Management
IBE Digital provides administration and oversight for supported storage platforms used by the City’s server environment.
In Scope:
• Capacity, health, and performance monitoring for supported storage arrays. • Firmware management and vendor case coordination.
• Provisioning, expansion, and decommissioning of volumes in coordination with City IT. • Reporting of capacity utilization and trend at the quarterly service review.
Out of Scope:
• Procurement of new storage capacity or platforms (separate quote). • Data classification, archival policy design, or eDiscovery.
Service Level:
Storage capacity thresholds are reported monthly. Critical capacity alerts are responded to per the Service Level Objectives table.
Backup & Disaster Recovery Oversight
IBE Digital monitors and administers the City’s existing backup platform to confirm that backup jobs complete, recovery points are available, and annual restore tests are performed.
In Scope:
• Daily review of backup job results for supported workloads. • Remediation of failed jobs and coordination with backup vendor support. • Annual test restores of a representative workload to validate recoverability. • Reporting of backup success rate and exceptions at the quarterly service review.
Out of Scope:
• Procurement, design, or replacement of the underlying backup platform (project work). • Addition of offsite/cloud backup target services not already in place (project work). • Full disaster recovery exercises beyond the annual test restore.
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Service Level:
Backup job review is performed each business day. Restore requests are responded to per the Service Level Objectives table.
Patch Management
IBE Digital operates a structured patch management program covering supported operating systems and the supported application catalog, with documented test, approval, and rollback procedures.
In Scope:
• Monthly cadence for OS and third-party patch evaluation, testing, and deployment. • Out-of-band evaluation for vendor-published critical updates. • Documented rollback procedures and exception handling. • Patch compliance reporting at the quarterly service review.
Out of Scope:
• Patching of unsupported operating systems or applications outside the agreed catalog. • Line-of-business application patching or updates.
Service Level:
Patch compliance for supported endpoints and servers is targeted at 95% within 30 days of general availability of approved patches.
Vendor & Lifecycle Management
IBE Digital acts as the City’s single point of coordination for supported technology vendors, including ticket creation, escalation, and close-out across hardware, software, and connectivity providers.
In Scope:
• Opening, owning, and driving vendor support cases for supported infrastructure. • Tracking warranty status, end-of-life dates, and support contract renewals for supported assets.
• Coordination of vendor-led on-site or remote work where applicable. • Quarterly lifecycle review of in-scope assets.
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Out of Scope:
• Negotiation of new vendor contracts on the City’s behalf. • Procurement transactions (separate quote and approval).
Vendor & Lifecycle Management
2.2 Fixed Investment
Description Amount
Monthly Investment $5,500
Engagement Term August 1, 2026 – June 30, 2027 (11 months) Total Fixed Engagement Investment $60,500
Supplemental Services
Any additional or after-hours services requested by the City will be billed on a time-and- materials basis at the published rates below. Supplemental work will be confirmed in writing prior to delivery.
Role Business Hours Rate Outside Business
Hours Rate
IT Support Specialist $190/hr $285/hr
IT Support Consultant $225/hr $337.50/hr
Technical Consultant $240/hr $360/hr
Senior Technical Consultant $260/hr $390/hr
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Additional Fee Details
• Standard business hours are Monday–Friday, 8:00 A.M. – 5:00 P .M. Pacific, excluding IBE- observed holidays.
• Annual rate adjustments may be applied not to exceed 8%. • Services provided outside business hours will be billed at the outside-business-hours rate.
• Any material additions to the supported environment that exceed the asset counts published in the Supported Environment Baseline will automatically incur the published per-unit overage rates. Overage charges will be reflected on the following month’s invoice.
• All proposed services are available through Sourcewell Contract No. 112124-KON, a competitively solicited cooperative purchasing vehicle available to the City of Norwalk as a Sourcewell participating member.
2.3 Service Level Objectives
The Service Level Objectives below establish response and resolution targets for incidents and service requests submitted during standard business hours. Priority is assigned at ticket triage based on impact and urgency. Targets are measured during business hours; the clock pauses while waiting on the City or a third party for required information.
Priority Definition Response
Target
Update
Cadence
Resolution
Target
P1 —
Critical
Service outage or severe degradation
affecting multiple users or a critical
business function.
30 minutes Hourly 4 business
hours
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P2 —
High
Significant impact to a single user
performing a critical function, or
moderate impact to multiple users.
1 business
hour
Every 4
hours
1 business
day
P3 —
Normal
Standard incident or service request
affecting a single user with an available
workaround.
4 business
hours
Daily 3 business
days
P4 —
Low
Scheduled work, informational
request, or low-impact request.
1 business
day
Weekly Per agreed
schedule
Standard business hours are Monday–Friday, 8:00 A.M. – 5:00 P .M. Pacific, excluding IBE- observed holidays. Server and network monitoring run continuously; alerts received outside business hours are triaged at the start of the next business day unless after-hours coverage has been arranged in advance.
2.4 Transition & Onboarding
IBE Digital follows a structured, phased onboarding plan to bring this engagement into operation without disrupting day-to-day services. The plan assumes a 30–45 day onboarding period from execution to steady-state delivery.
Phase Duration Key Activities Outcome
1. Discovery &
Kickoff
Days 1–7 Executive kickoff, IBE team
introductions, environment
discovery, contact and escalation
matrix, ticketing setup, baseline
data collection.
Documented environment
baseline and engagement
governance plan.
2. Documentation
& Tooling
Days 7–
21 Deploy monitoring agents on
supported infrastructure, ingest
device inventory, capture standard
operating procedures, document
vendor and warranty data.
Monitoring live for in-scope
infrastructure; runbooks
complete.
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3. Shadow &
Co-Delivery
Days 14–
30 IBE receives tickets in parallel with
City IT; joint resolution; review and
refine SLO performance and
escalation paths.
Operational handover
validated with measurable
ticket flow.
4. Steady-State
Go-Live
Days 30–
45 IBE becomes primary intake; first
quarterly service review
scheduled; transition closeout
report delivered.
Managed services delivery
fully operational.
2.5 Supported Environment Baseline
The scope of services described in this Statement of Services applies to the environment baseline documented during onboarding and summarized below. This baseline defines the supported asset counts against which the flat monthly investment of $5,500 is priced. Any asset counts that exceed the published baseline will be billed at the applicable per-unit overage rates shown in the table below.
Asset Category Count Overage Rate (per
unit/mo)
Servers & Infrastructure
Physical servers (hosting virtual) 9 $265/server
Virtual servers 70 $265/server
Physical servers (not hosting virtual) 1 $265/server
Endpoints & Users
Supported computers 416 $13/computer
Active users 389 $5/user
Storage Devices
SAN — City Hall 1 $345/device
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SAN — Transit 1 $345/device
StoreOnce — Physical 1 $72/device
StoreOnce — Virtual 1 $72/device
Total storage devices 4
Network Devices
Supported network devices (basic) 70 $108/device
Supported network devices (advanced) 2 $235/device
By executing this Statement of Services, the City authorizes IBE Digital to automatically bill the applicable per-unit overage rates published in the table above for any asset counts that exceed the stated baseline during the term of this engagement. Overage charges will be reflected on the following month’s invoice.
2.6 Assumptions & Dependencies
• The City has executed network connectivity, device-management agents, and access required for IBE Digital to perform in-scope activities. • The City will designate a primary technical contact and an executive sponsor for this engagement.
• Any increases to asset counts beyond the published baseline will be billed at the applicable per-unit overage rates.
• Manufacturer warranty and active vendor support contracts are maintained for in-scope hardware and software.
• This engagement is supplemental to — and does not duplicate — services already covered under the existing Professional Services Agreement dated October 1, 2024.
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2.7 Services Not Included
All services described in this Statement of Services are delivered remotely. The following are explicitly not included under this engagement. Any of these may be delivered as project work or supplemental services under a separate quote.
• Line-of-business application support of any kind, including troubleshooting, configuration, administration, updates, upgrades, or vendor coordination for business- specific applications. The City is responsible for maintaining its own line-of-business application support contracts directly with application vendors. • Strategic Technology Advisory, including Quarterly Business Reviews, annual technology roadmap working sessions, and ad-hoc strategic guidance (available as a billable supplemental service at published rates).
• All on-site support of any kind, including on-site troubleshooting, remediation, physical hardware inspection, cabling, and on-site escalation for any incident or service request. • Procurement of hardware, software, licensing, and connectivity services. • Projects such as platform migrations, environment refreshes, hardware installations, or new site builds.
• Application development, custom packaging, or database administration outside the supported catalog.
• Formal disaster recovery exercises beyond the annual test restore. • After-hours support beyond what is described in this Statement of Services.
2.8 Client Requirements
• Maintain manufacturer warranty and active vendor support agreements for in-scope hardware and software.
• Provide IBE Digital with the network connectivity, credentials, and administrative access required to perform in-scope activities.
• Notify IBE Digital of planned environment changes, new sites, or new applications that may affect scope or service levels.
• Designate a primary technical point of contact authorized to approve change windows and incident remediation steps.
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• Approve maintenance windows and change activity within reasonable timelines to allow IBE Digital to meet service objectives.
• Acknowledge that user behavior, third-party vendors, and conditions outside IBE Digital’s control may impact uptime, response, and resolution.
• Implement safe browsing and email security practices. No security solution is foolproof, and City systems are not guaranteed to be free of threats by use of any protective technology.
2.9 Term
This engagement shall commence upon full execution of this Statement of Work (or on a mutually agreed upon start date) and shall continue for an initial term of five (5) years.
Upon expiration of the initial term, this Agreement shall automatically renew for one (1) additional five (5) year renewal term unless either party provides written notice of non-renewal at least ninety (90) days prior to the end of the initial term.
Any adjustments to scope of services during the term shall require written mutual agreement between the City and IBE Digital.
3. Terms and Conditions of Service
By executing this Schedule of Services, Client agrees to purchase the services designated above and further agrees that the services shall be subject to the following Terms and Conditions of Service.
1. Fees and Payment: Client agrees to pay all fees specified in this Schedule. Payment terms are net 30 days from date of invoice. Client shall be responsible for all applicable taxes arising from the services. IBE Digital may suspend service if Client has failed to pay any undisputed invoice within fifteen (15) days of the due date. Undisputed invoices not paid by the due date may be subject to a monthly service charge which is the lesser of one and one-half percent (1.5%) per month or the highest rate allowed by law.
2. Limited Warranty: (a) IBE Digital warrants for a period of thirty (30) days following delivery (the “Warranty Period”) that all services shall be performed in a professional manner in
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accordance with generally applicable industry standards. IBE Digital sole liability (and Client’s exclusive remedy) for any breach of this warranty shall be for IBE Digital to re-perform any deficient services, or, if IBE Digital is unable to remedy such deficiency within thirty (30) days, to void the invoice for the deficient services. IBE Digital shall have no obligation with respect to a warranty claim: (i) if notified of such claim after the Warranty Period or (ii) if the claim is the result of third-party hardware or software failures, or the actions of Client or a third party. (b) THIS SECTION 2 IS A LIMITED WARRANTY AND SETS FORTH THE ONLY WARRANTIES MADE BY IBE DIGITAL. ALL COVERED MAKES NO OTHER WARRANTIES, CONDITIONS OR UNDERTAKINGS,
EXPRESS OR IMPLIED, STATUTORY OR OTHERWISE, INCLUDING BUT NOT LIMITED TO
WARRANTIES OF MERCHANTABILITY , FITNESS FOR A PARTICULAR PURPOSE OR NONINFRINGEMENT. ALL SOFTWARE AND HARDWARE PROVIDED OR INSTALLED BY IBE DIGITAL HEREUNDER ARE SUBJECT EXCLUSIVELY TO THE RESPECTIVE MANUFACTURER’S WARRANTY .
3. COMPENSATION FOR HIRING OTHER PARTY’S EMPLOYEES: During the term of this Schedule and for twelve (12) months thereafter, if either party retains the services (whether as an employee, independent contractor or otherwise) of any employee of the other party (or ex- employee within six (6) months of the employee’s termination of employment) who was directly involved in the provision of Services hereunder, the hiring party shall pay to the other party as reasonable compensation for the loss of the employee the sum of One Hundred Thousand Dollars ($100,000).
4. LIMITATION OF LIABILITY: (A) NEITHER PARTY SHALL BE LIABLE TO THE OTHER FOR ANY
INDIRECT, INCIDENTAL, SPECIAL, OR CONSEQUENTIAL DAMAGES (INCLUDING, WITHOUT
LIMITATION, DAMAGES FOR INTERRUPTION OF SERVICES, LOSS OF BUSINESS, LOSS OF
PROFITS, LOSS OF REVENUE, LOSS OF DATA, OR LOSS OR INCREASED EXPENSE OF USE),
WHETHER IN AN ACTION IN CONTRACT, WARRANTY , TORT (INCLUDING, WITHOUT
LIMITATION, NEGLIGENCE), OR STRICT LIABILITY , EVEN IF THE PARTIES HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH LIABILITIES. IBE DIGITAL SHALL NOT BE RESPONSIBLE FOR
PROBLEMS THAT OCCUR AS A RESULT OF THE USE OF ANY THIRD-PARTY SOFTWARE OR HARDWARE. (B). EXCEPT FOR GROSS NEGLIGENCE OR WILLFUL MISCONDUCT, IBE DIGITAL’S AND ITS SUBCONTRACTOR’S TOTAL AGGREGATE LIABILITY TO CLIENT ARISING OUT OF
SERVICES PERFORMED UNDER THIS SCHEDULE, REGARDLESS OF THE LEGAL THEORY UPON
WHICH SUCH LIABILITY MAY BE BASED, SHALL NOT EXCEED THE TOTAL PAYMENTS MADE BY CLIENT TO IBE DIGITAL FOR THE SERVICES IN QUESTION IN THE six (6) MONTH PERIOD
IMMEDIATELY PRECEDING THE FIRST OCCURRENCE OF THE EVENT GIVING RISE TO SUCH LIABILITY.
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5. Confidential and Proprietary Information: (a) Each party agrees that all know-how, business, technical and financial information it obtains (as a “Receiving Party”) from the disclosing party (as a “Disclosing Party”) constitute the confidential property of the Disclosing Party (“Confidential Information”), provided that it is identified as confidential at the time of disclosure or should be reasonably known by the Receiving Party to be Confidential Information due to the nature of the information disclosed and the
circumstances surrounding the disclosure. Except as may be necessary to perform its obligations under this Schedule, the Receiving Party will hold in confidence and not use or disclose any of the Disclosing Party's Confidential Information. The Receiving Party’s nondisclosure obligation shall not apply to information that: (i) was known to it prior to receipt of the Confidential Information; (ii) is publicly available; (iii) is rightfully obtained by the Receiving Party from a third party; (iv) is independently developed by employees of the Receiving Party; or (v) is required to be disclosed pursuant to a regulation, law or court order. (b) Any templates, schematics, processes or technical documentation provided by IBE Digital shall be deemed Confidential Information and proprietary information of IBE Digital without any marking or further designation. Client may use such information solely for its own internal business purposes. IBE Digital shall retain all rights to the aforementioned, which shall be returned to IBE Digital upon termination of the applicable Schedule. (c) IBE Digital shall maintain the confidentiality of protected health information in its possession or under its control in accordance with the Health Insurance Portability and Accountability Act of 1996, as amended by the Health Information Technology for Economic and Clinical Health Act.
6. Independent Contractor: IBE Digital and Client shall at all times be independent contractors.
There is no relationship of partnership, joint venture, employment, franchise or agency created hereby between the parties. Neither party shall have the power to bind the other or incur obligations on the other party’s behalf without the other party’s prior written consent.
7. Assignment: This Schedule may not be assigned by either party without the prior written consent of the other party, which consent shall not be unreasonably withheld or delayed. No consent shall be required where an assignment is made (i) pursuant to a merger or change of control or (ii) to an assignee of all or substantially all of the party’s assets. Any purported assignment in violation of this section shall be void.
8. Complete Understanding; Modification: This Schedule, as well as any applicable terms of service posted at www.allcovered.com/terms, shall constitute the full and complete understanding and agreement between Client and IBE Digital and supersedes all prior or
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contemporaneous negotiations, discussions or agreements, whether written or oral, between the parties regarding the subject matter contained herein. Any waiver, modification or amendment of any provision of this Schedule shall be effective only if in writing and signed by both parties.
9. Waiver and Severability: Waiver or failure by either party to exercise in any respect any right or obligation provided for in this Schedule shall not be deemed a waiver of any further right or obligation hereunder. If any provision of this Schedule is found by a court of competent jurisdiction to be unenforceable for any reason, the remainder of this Schedule shall continue in full force and effect.
10. Force Majeure: Neither party shall be liable to the other for any delay or failure to perform any obligation under this Schedule, except for a failure to pay fees, if the delay or failure is due to unforeseen events which are beyond the reasonable control of such party, such as strikes, blockade, war, terrorism, riots, natural disasters, power outages, and/or refusal of license by the government, insofar as such an event prevents or delays the affected party from fulfilling its obligations and such party is not able to prevent or remove the force majeure at reasonable cost.
11. Counterparts. This Schedule may be executed in any number of counterparts and each fully executed counterpart shall be deemed an original. The parties agree (a) that facsimile or electronic signature shall be accepted as original signatures; and (b) that the Schedule, or any document created pursuant to the Schedule, may be maintained in an electronic document storage and retrieval system, a copy of which shall be considered an original. In any legal proceeding relating to the Schedule, the parties waive their right to raise any defense based on the execution of the Schedule in counterparts or the delivery of such executed counterparts by copy, facsimile, or electronic delivery.
12. Third-Party Infrastructure Disclaimer. IBE Digital’s services depend on third-party components outside of IBE Digital’s control, including but not limited to server and network hardware, internet service providers, cloud platforms, backup appliances, endpoint protection platforms (including SentinelOne), and vendor support agreements maintained by Client. IBE Digital shall have no liability for any service degradation, outage, data loss, or security incident arising from the failure, misconfiguration, end-of-life status, or unavailability of any such third- party component. IBE Digital’s obligation is limited to commercially reasonable efforts to detect, escalate, and coordinate remediation of issues affecting in-scope infrastructure, subject to the cooperation and response timelines of the applicable third-party vendor.
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13. Service Level Objectives. The Service Level Objectives set forth in this Statement of Services represent IBE Digital’s target response and resolution timeframes and are not guarantees of performance. Failure to meet any Service Level Objective target shall not constitute a breach of this Agreement, and Client’s sole remedy for a missed Service Level Objective is IBE Digital’s commercially reasonable effort to remediate the underlying issue as promptly as practicable. No financial credits, penalties, or service fee reductions shall apply as a result of any missed Service Level Objective target. Service Level Objective clock measurements exclude time during which IBE Digital is waiting on Client, a third-party vendor, or any other party outside of IBE Digital’s control for information, access, or approvals necessary to proceed.
14. Cybersecurity Disclaimer. IBE Digital’s managed services engagement is designed to reduce risk but does not guarantee the security or integrity of Client’s technology environment. IBE Digital shall not be liable for any security breach, ransomware attack, malware infection, unauthorized access, or data loss arising from: (i) vulnerabilities existing in Client’s environment prior to the commencement of this engagement; (ii) Client’s failure to implement security recommendations made by IBE Digital in writing; (iii) actions or omissions of Client’s employees, contractors, or end users; (iv) zero-day exploits or threat vectors for which no reasonable mitigation was available at the time of the incident; or (v) any third-party system, application, or network component not expressly covered under this Statement of Services. Client acknowledges that no security solution is foolproof and that IBE Digital’s cybersecurity-related services are complementary controls, not absolute protections. Notwithstanding any other provision of this Agreement, IBE Digital’s total aggregate liability to Client for any claim arising out of or related to a cybersecurity incident, security breach, data loss, or unauthorized access regardless of the legal theory upon which such claim is based, and including claims attributable to IBE Digital’s own acts or omissions shall not exceed Twenty-Five Thousand Dollars ($25,000).
By executing this Statement of Services, City of Norwalk agrees to purchase the services designated above subject to the preceding Terms and Conditions of Service. _____________________________________________________________________ City of Norwalk
Signature:
Name: {{_es_signer1_fullname }}
Title: {{_es_signer1_title }}
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Date: {{_es_signer1_date }}
_____________________________________________________________________ IBE Digital
Signature:
Name: {{_es_signer2_fullname }}
Title: {{_es_signer2_title }}
Date: {{_es_signer2_date }}
_____________________________________________________________________
Sloan Aguilar-Varing
VP
7/15/2026