Managed IT and Technical Support Services

TOWN OF MOUNT VERNON Kennebec County, Maine Request for Proposals Managed IT and Technical Support Services Issued - Monday, August 3, 2026 Questions Due - Monday, August 10, 2026, 5:00 p.m. Proposals Due - Monday, August 17, 2026, 5:00 p.m. Submit To - Town of Mount Vernon, Town Office, 1997 North Road, Mount Vernon, ME 04352 1. What We’re Asking For The short version, so you know if this is a fit before you read further. Mount Vernon is a small Maine town looking for one provider to keep our computers, network, and phones running and secure — day to day, and when something breaks. We currently rely on a single support-and-administration arrangement, and we’re competing it openly so we can compare options fairly. This is written to be answerable by a small local shop. We are not asking for a polished corporate proposal. We’re asking you to show us you can support the systems below, respond when we call, and keep the Town’s records safe. We’ll award on best value — the provider with the strongest mix of capability, responsiveness, security, and price. The lowest hourly rate does not win on its own. 2. Who We Are A handful of users across two locations — roughly 15 to 20 users and devices total, split between the Town Office and the Fire & Rescue station’s general office computing. We don’t have a Town Manager or an IT department. Right now, support runs through one outside arrangement, and Selectboard members have been filling gaps. We’re looking for a provider who can take that off our plate cleanly. 3. Scope of Services What you’d be responsible for. If it’s on this table, it’s in. System / Area | What we need Workstations & laptops Setup, updates, patching, troubleshooting, replacement planning Town Office network Firewall, switch, Wi-Fi — monitoring, maintenance, and repair Microsoft 365 Account setup and changes, mailbox and permissions management, support Trio (financial system) Cloud-hosted — keep workstations connected and running; coordinate with the Trio vendor as needed Phones (VoIP) Basic management and support Printers Town-owned printers, including the Selectboard printer Backup & recovery Maintain backups and confirm the Town’s records can actually be restored (see Section 5) Cybersecurity Email security, multi-factor authentication, and response when something goes wrong Onboarding / offboarding Set up new users and shut off access when someone leaves In scope by location: Town Office (all of the above). At the Fire & Rescue station, basic technical support only — general office computers, network, and email. No support for specialized fire/rescue systems. Not in scope: Fire/Rescue dispatch and records systems (separate vendor), the library, leased copiers, and website hosting. We’ll ask the provider to help create and track accounts when the Town sets up new online services, but ongoing website management stays where it is. Remote access to Town systems is granted only with Selectboard authorization. 4. Response Times Two tiers. When something’s down, we need you fast. Everything else can wait a bit. Priority | What it means | Response Urgent Something critical is down — no internet, no email, phones dead, a security incident, or the office can’t do its work Within 2 business hours Routine Everything else — a slow machine, a new setup, a question By the next business day Support hours: Monday–Friday, 8:00 a.m.–4:30 p.m. Tell us how you handle urgent issues outside those hours, and whether after-hours support is included in your monthly fee or billed separately. 5. Security and Town Records This is the one section we won’t thin out. Our records are public records, and they have to be protected and recoverable. At a minimum, the provider will: Protect access — enforce multi-factor authentication on Town email and key systems. Secure email — maintain spam and threat filtering on the Town’s Microsoft 365 environment. Back up the Town’s data — including anything subject to Maine’s Freedom of Access Act (FOAA), so public records survive a failed drive, a lost laptop, or a flooded office. Prove recovery works — run at least one restore test a year and confirm to the Selectboard that it succeeded. A backup you’ve never restored is a guess. Respond to incidents — notify the Town promptly of any breach or compromise and help contain it. Tell us whether incident response is included in your fee or billed separately. When in doubt, protect the record. If a request or a shortcut would put Town data or records recovery at risk, flag it to the Selectboard before acting. 6. What to Submit Keep it simple. We’re reading for substance, not page count. 1. Who you are — your business, how long you’ve done this kind of work, and who would actually be handling our account. 2. How you’d support us — a short description of your approach to the scope in Section 3, including how you’d handle the transition from our current arrangement. 3. References — two or three, ideally other small organizations or Maine municipalities. 4. Pricing — the completed sheet in Attachment A. 5. Insurance — confirmation you can meet Section 7, or what you carry now. No bonding. No audited financials. If something in the scope doesn’t fit how you work, tell us — we’d rather know up front. 7. Insurance The selected provider will carry commercial general liability of at least $2,000,000 and, given the nature of the work, cyber liability coverage, with the Town named as an additional insured. Provide a certificate of insurance before starting. 8. How We’ll Decide We’ll evaluate on best value across: Capability — can you support the systems in Section 3? Responsiveness — response times and how you handle urgent issues. Security — how you protect Town data and records. Price — total cost and how clearly it’s structured. References — track record with similar clients. The Selectboard may interview finalists before awarding. The Town reserves the right to reject any or all proposals and to negotiate with the selected provider. 9. Contract Term A three-year base term (FY2027–FY2029), with the option to renew for up to two additional one-year terms at the Town’s discretion. 10. Questions and Contact Submit questions in writing by the date above to: Tyler M. Dunn Member of the Mount Vernon Board of Selectmen selectboard@mtvernonme.org · 207-931-7195 We’ll share answers with everyone who’s expressed interest so all bidders work from the same information. Attachment A — Pricing Sheet Price it simply. A flat monthly managed fee plus an hourly rate for anything outside scope is easiest for us to compare. Item | Price Monthly managed service fee (all of Section 3) $__________ / month Hourly rate — work outside scope $__________ / hour After-hours / urgent support ☐ Included in monthly fee ☐ Billed at $______ / hour One-time onboarding / transition (if any) $__________ Base-term total (3 years) $__________ Note any assumptions or exclusions here: ________________________________________________________________________________