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4.14 4.14 AGREEMENTS\Stored Tech Computer Services—5 Years—9-12-16 RESOLUTION AUTHORIZING AGREEMENT WITH STORED TECHNOLOGY SOLUTIONS, LLC FOR PROFESSIONAL INFORMATION TECHNOLOGY SERVICES RESOLUTION NO.: ,2016 INTRODUCED BY: WHO MOVED ITS ADOPTION SECONDED BY: WHEREAS, by Resolution No.: 318,2014, the Queensbury Town Board authorized a 24 month extension of an Agreement between the Town of Queensbury and Stored Technology Solutions, Inc., (Stored Tech) dated September 8, 2014 for the provision of professional information technology services, and WHEREAS, the Town and Stored Tech have negotiated terms for a five (5) year extension of such Agreement for the continued provision of such information technology services, which Agreement shall include a mutual 30 day cancellation clause providing in part that in the event the Town was to discontinue its Agreement with Stored Tech, Stored Tech will cooperate with the Town of Queensbury's new information technology services provider, and WHEREAS, a proposed Agreement is presented at this meeting and is in form acceptable to Town Counsel, NOW, THEREFORE, BE IT RESOLVED, that the Queensbury Town Board hereby authorizes, affirms and ratifies the Agreement between the Town of Queensbury and Stored Tech for an additional five (5) years beginning with the end of the term of the prior Agreement substantially in the form presented at this meeting and authorizes and directs the Town Supervisor to execute such Agreement, and BE IT FURTHER, RESOLVED, that the Town Board further authorizes and directs the Town Supervisor, Town Counsel, and/or Town Budget Officer to take such other and further actions as may be necessary to effectuate the terms of this Resolution. Duly adopted this 12ffi day of September, 2016,by the following vote: AYES NOES ABSENT : 2 kat Tavel - YOUR TECHNOLOGY I OUR PASSION Town of 61-1 e{ ueensb .ry New York Home of Natural Beauty...A Good Place to Live. Proposal for IT Professional Services For: Town of Queensbury Alan Van Tassel-Sr. Vice President of Operations Teri McNall- Vice President of Engineering Mark Shaw-President Stored Technology Solutions Inc. 543 Queensbury Avenue Queensbury, NY 12804 August 12,2016 Table of Contents 1) Cover Letter 3 2) Proposal Overview 4 Immediate Support 4 3) Managed Services-Ongoing Support 5 Active Managed Care— Ongoing Support 5 4) Principles of Engagement 7 Engagement Expectations 7 Standard Assumptions 8 5) Proposal Acceptance 9 Payment Terms 9 Signature Block 9 Attachment A:Project Completion Acceptance 11 Attachment B:Change Request Form 12 Attachment C: Delivery Methodology 13 Project Management 13 Engagement and Knowledge Transfer Methodology 15 Stored Technology Solutions Inc. Page 2 of 15 Town of Queensbury—IT Professional Services—09032014 ve2.0 1 ) Cover Letter August 12, 2016 John Strough—Town Supervisor Barb Tierney—Budget Officer Dear John & Barb, During the past—2 years and 3 months, Stored Technology Solutions Inc. (StoredTech) has been providing Professional Services support to the Town of Queensbury. We believe we have done an exceptional job of fulfilling our commitments and have proven our ability to meet or exceed the needs of the Town. In response to the Towns request to submit a proposal to provide continuous support for a two year period, please find the following proposal that describes how we can provide Professional Services support to the Town of Queensbury. Our proposed model blends together a proactive support offering, often referred to as "Managed Services", which is delivered consistently throughout the engagement,with a deeply discounted Time & Material bill rate for services rendered.The Managed Services is billed monthly and the T&M services are billed bi-weekly for services rendered, against a schedule provided by the Town. Thank you, Alan VanTassel Teri McNeilMarkMark Shaw dean tarz7euwe€ 7eni Nat& Nad .Sdeust Sr.VP of Operations VP of Engineering President Stored Technology Solutions Inc. Page 3 of 15 Town of Queensbury—IT Professional Services—09032014 ver2.0 2) Proposal Overview Immediate Support _ Proposal Overview Our recommendation is that the Town of Queensbury engages StoredTech as a vendor that will provide ongoing support services for the computerization and telecommunication networks that the Town depends on. The services to be provided but not limited to would include; ➢ Managed Services o A proactive approach to delivering preventive maintenance and support services > Project Management o There are several current and pending projects that require management and governance > Vendor Management o Most all of the current and pending projects involve multiple third party vendors and the Town needs a trusted and capable vendor to help oversee these activities ➢ Ongoing support—Technology Infrastructure o The overall network infrastructure needs continued work to stabilize and secure for optimum performance and proper sizing ➢ Ongoing support—End-users ➢ Consulting Services—Ongoing strategy planning with the Town o StoredTech has the breadth and depth of resources to make them an excellent vendor to be the "Trusted Advisor'for the Town on all things related to technology and can complement existing knowledge available within the board and all departments involved in planning technology strategy. Stored Technology Solutions Inc. Page 4 of 15 Town of Queensbury—IT Professional Services—09032014 ver2.0 • 3) Managed Services - Ongoing Support Active Managed Care— Ongoing Support Managed Services Our focus is to keep your IT systems operational, available and secure so that you can focus on the everyday demands of expanding your business, managing costs and increasing revenues. We're here to help you realize the productivity gains and ROI you have been expecting from your computer systems all along. It's not just about monitoring, that just lets you know something is wrong. And it's not just about remote access to your systems to troubleshoot issues. It's about a proactive preventative approach to IT systems management. This is possible through the use of a series of"Best Practices"that we have developed over years of collective experience. Best practices that are embodied in an automated state-of-the-art infrastructure that gives you immediate response time,access to resources and proactive solutions. Our technology expertise becomes your competitive advantage. StoredTech provides you with a single source of professional expertise and resources you need to streamline system management and support functions at an affordable price. StoredTech uses advanced processes,tools and methodologies,to deliver superior services that match your needs.We will help you turn your data networks into an effective,efficient component of your growing business. Our goal is to serve as your technology partner with a focus on providing solutions. By using a consultative approach to evaluate your business and technology needs, we can advise on the best solutions for your current and future needs. Key features of our Plan include Key Benefits our Plan offers > Basic Performance Monitoring > Proactive maintenance and management of the o Servers environment o Workstations D. Remote environment and desk-side support o Networking devices becomes available > Hard drive and Storage Monitoring > Remote support allows for''/<hr billing and no trip S. Event Log Management charges > Backup Management > Environments become much more secure and > Patch Management stable o All Microsoft > Environments become much easier to manage and o 27 other 3'a party applications service impacting issues are minimized > Managed Antivirus > Company assets and data becomes much more ➢ Ongoing End-user Support secure. ➢ Consulting Management—"Outsourced 00" > "Technology stuff"becomes"simple"! Stored Technology Solutions Inc. Page 5 of 15 Town of Queensbury—IT Professional Services—09032014 ver2.0 Our Managed Service offering is based on a cost per device that we proactively manage.A majority of the proactive services are delivered remotely through our customized software application and managed by our team in our Network Operation Center(NOC). Professional Services that we provide to our clients can be billed at a standard "Time& Material" rate but many of our clients prefer to purchase a discounted "Pre-paid Time-bank"in order to realize substantial savings. Product Offering Quantity of Price Per Device Extended Price Devices Managed Service-Servers with 30 $25 $750 Antivirus Managed Service-Workstations with 98 $7 $686 Antivirus Managed Veeam Back-up (27 VMS) 1 $100 $300 Total Monthly Recurring $1736 Time& Material Hourly Rate -Standard Rate=$145 -Town of Queensbury Rate=$95 Note: 1 hour each month is depleted from the time-bank to cover the time required to provide the proactive maintenance services delivered throughout the month. If no time-bank is available, client understands they,will be billed 1 hour each month at our standard Time&Material rate. Stored Technology Solutions Inc. Page 6 of 15 Town of Queensbury—IT Professional Services—09032014 ver2.0 4) Principles of Engagement • Engagement Expectations Customer will: • Appoint a Project Liaison who will be available for discussion and interaction with the Project Team.This individual will be responsible for coordinating any requests for assistance,facilitating decisions, have the appropriate administrative access to all systems,and authority for this responsibility. • Actively participate in this engagement,and individuals with relevant domain,business, and/or technical expertise will be available as required.These participants are the acknowledged spokespersons for the areas they represent,and the project team requires regular and timely access to them • Complete prerequisites identified in the Project Kick-off,or request and authorize StoredTech to assist and perform the work to be covered under additional time&material costs. • The Project Liaison will handle internal communications with divisions and users in regards to scheduling downtime and how the project will affect them. • Provide free and clear access to the facilities as pertaining to this project including appropriate building and information systems access,phone,Internet and remote access. • Be responsible for providing space and environmental conditions(AC)and network cables unless otherwise specified in this Statement of Work. • Sign-off on Project Acceptance upon project completion,only by Project Liaison or authorized signer. • Optionally may provide a confidentiality agreement to be signed by StoredTech,which should be done on or before the project kick off. StoredTech will: • Respond to issues directly related to this project within 24 hours to assess,determine severity,and provide direction for remediation.Critical, production impacting,issues will be assessed in 4 hours. Additionally,STOREDTECH will work with the vendor's customer support for products provided by STOREDTECH as part of this project. • Immediately notify Customer of any situation that impacts timeframe or cost.Any additional efforts must be documented, re-planned and approved by Customer through our change control process. • Treat all documentation and data supplied by Customer as confidential,and if information is required to be transferred off the Customer's premises said transfer will be performed in a secure manner and all such transferred data will be completely and securely destroyed from any non-Customer equipment when it is no longer required,or upon completion of the project,whichever occurs first. • Be responsible to complete all services specified in the Statement of Work in a reasonable and timely fashion. Work will be performed both on and off-site. • Not be responsible for troubleshooting issues with pre-existing systems. • Not be responsible for costs and delays caused by inadequate site preparations,improper systems configuration of pre-existing systems,scheduling conflicts with other contractors or any significant changes to the Statement of Work and will charge as out-of-scope according to Payment Terms. • Not be responsible for delays in product shipment due to shortage of manufacturer stock. • Provide contact and escalation information or the project team and executive management. Stored Technology Solutions Inc. Page 7 of 15 Town of Queensbury—IT Professional Services—09032014 ver2.0 Standard Assumptions • STOREDTECH will need free and clear access to the facilities as pertaining to this project. • STOREDTECH's standard work hours are 8am to 5pm,Monday through Friday. Overtime rates are 1.5x,with holidays at 2x. Travel is billed portal-to-client site plus lodging if needed.(unless negotiated differently in the Payment Terms)STOREDTECH will be provided a work schedule that does not interfere with the client or delay our completion. • This project plan is an estimate of the number of man-hours and task(s)needed based on the information you have provided. Project Manager will schedule weekly status meetings and Lead Engineer periodically will inform you of project status during implementation. Any changes in time and/or tasks will be documented with a change control form and submitted for your approval by Project Liaison. ♦ The supplied electrical power and space provided is sufficient to support and run the equipment including,but not limited to,system,monitor,printer,hub or switch. The location will be clean and sturdy and include the necessary ventilation and temperature control as stated by the equipment manufacturer(typical 65°F to 80°F). All customer-supplied equipment shall be in good working order. STOREDTECH will repair or replace customer-supplied equipment and/or supply additional cables, hubs etc if needed at an added cost. The client will provide user account and password information and Internet Protocol(IP)schema meets industry standard compliance. ♦ Any services such as LAN/WAN/phone connectivity etc.contracted by the client are the responsibility of the client. Any work to repair,re-provision,re-certify or problem resolution is chargeable. • STOREDTECH will pass through any and all manufacturer warranties for products supplied by STOREDTECH.STOREDTECH will obtain and install service packs, support packs, updates, upgrades, revisions, version upgrades, and flashes as recommended or required by various hardware and software manufacturers during the initial installation of purchased components. STOREDTECH will apply these updates adhering to the strict instructions of the manufacturer. STOREDTECH makes no claim these updates as delivered from manufacturers will be free of issues or defects.STOREDTECH makes no expressed or implied warranty other than that provided by the manufacturer. ♦ Most software and some hardware have recurring maintenance and support costs. Failure to renew maintenance and/or support agreements can result in lack of coverage,or reduced functionality. STOREDTECH will assume the responsibility of tracking and communicating information to the client.It is the responsibility of the client,not STOREDTECH,to renew these agreements. ♦ The determination of data that needs to be backed up is a shared responsibility between the client and STOREDTECH.The client is responsible for securing the back-up and STOREDTECH will be responsible for managing and monitoring the back- up process. • All of the software is owned and legally licensed by the customer.STOREDTECH strictly adheres to all local and federal laws governing the copyright of software. • Customer&STOREDTECH agrees that for the duration of this Agreement and for a period of one(1)year after project completion,neither Customer,nor STOREDTECH,nor an affiliate shall directly or indirectly solicit for employment or performance of computer services,or hire or contract with,any STOREDTECH employee,or Customer employee,or subcontractor,employed at the time of termination.If Customer,STOREDTECH,or Affiliate hires or contracts with any STOREDTECH employee,Customer employee,or subcontractor,they agree to pay the affected party an amount equal to all compensation,including salary,wages,bonuses,commissions,and employee benefits for a six(6)month period Stored Technology Solutions Inc. Page 8 of 15 Town of Queensbury—IT Professional Services—09032014 ver2.0 5) Proposal Acceptance Payment Terms Terms of Sale: -Term of the agreement is for 60 months effective -All invoices are due upon receipt -Both parties retain the right to cancel the agreement with 30 days' notice required -If the Town were to make a decision to move to a different vendor,StoredTech agrees to facilitate a smooth transition -In addition, at the end of the term of the agreement,the Town Supervisor shall have the option to extend the agreement for an additional period not to exceed sixty(60) days to give the Town time to consider and/or negotiate terms for a new agreement. *Customer is responsible for any applicable Sales Tax and Shipping&Handling *Acceptable payment methods:Bank Check,Corporate Check,Online payment,Town Check *Product returns will be requested within 15 days of receipt *Open software is not returnable unless defective *Special or Customized Orders are not returnable Signature Block To order the product&services for this project in accordance with the provisions and charges,as set forth above, please return two signed copies of this letter. Upon receipt by STOREDTECH,a counter-signed copy of this letter will be returned to your attention.STOREDTECH will then be prepared to start delivering the service on a mutually acceptable date. We look forward to working with you. Please contact us if you have any questions regarding the contents of this proposal. For specific questions,on the services proposed, please contact: Town of Queensbury Stored Technology Solutions Inc. Company Signature Signature Print Name Print Name Title Title Date Date Stored Technology Solutions Inc. Page 9 of 15 Town of Queensbury—IT Professional Services-09032014 ver2.0 Attachment A: Project Completion Acceptance makar rt � =f r�ProfessionalESer�vices :_ .of4cce i ance,for_Services Rendered; , e�_ 't Stored Technology Solutions Inc. Customer: Project#: Project: Acknowledgement by duly authorized representatives of both parties: Pursuant to the attached Proposal/Statement of Work,the customer hereby certifies,by the signature of an authorized representative,that the Milestone or Full Service described below has been completed in a satisfactory manner on the date indicated below and in accordance with the terms of the Proposal and/or Statement of Work. Date ❑ Milestone Achievement: Date ❑ Full Project Completed Documentation Delivered to: StoredTech Rep Name(print) Date Title(print) StoredTech Signature Customer Rep Name(print) Date Title(print) Customer Signature All sign-off acknowledgements should be returned to the StoredTech Professional Services Manager. StoredTech Main:518-793-1111 543 Queensbury Ave Fax:518-670-0120 Queensbury,NY 12804 Email: Stored Technology Solutions Inc. Page 11 of 15 Town of Queensbury—IT Professional Services—09032014 ver2.0 Attachment B: Change Request Form Change Order Request — Change Request It Request Date: Requestor: - Requestor Initials: Description Justification Response Person: I Response Date: Change Order Response—Check Items that are within current Statement of Work V Description _ Role(s) Units Unit Cost Extended Cost i I i ' Totals Change Order Response description will include changes to Statement of Work,schedule and cost impact. Acceptance Client Name StoredTech Project Manager Signature Signature Date Date Stored Technology Solutions Inc. Page 12 of 15 Town of Queensbury—IT Professional Services—09032014 ver2.0 Attachment C: Delivery Methodology Project Management Our approach to project management starts with our initial meetings with our customers and covers the following points in sequence: • Planning& Design • Implementation • Knowledge Transfer • Operations and Post Project Support Our team develops the project and interacts with the customer to the degree that is necessitated by the project.StoredTech would be glad to elaborate further on our methodologies and would have you talk to our references to get a better idea of our capabilities. Project status reviews will be held as often as required with all primary parties to keep the project on time, within scope, and within budget. The agenda for each progress meeting will be to review accomplishments and issues, review project milestone status, determine next steps and whether any change of scope is necessary. Implementation and Rollout StoredTech's experience has shown us that the best process for implementing and rolling out virtualization is to utilize a phased in approach that works best for our customers. When making these recommendations, we look at the things that we learned during the discovery phase of the assessment such as staffing, application requirements, etc. Every customer has different goals and requirements. StoredTech makes recommendations and creates Scopes of Work and Project Plans based on those requirements. Every project includes a kick off meeting: • Introductions • Explanation of engagement methodology • Review products and services purchased • Review pre-requisites • Review scope of work • Review time line and expectations • Look at scheduling based on above Stored Technology Solutions Inc. Page 13 of 15 Town of Queensbury—IT Professional Services-09032014 ver2.0 We surround each project with the proper staffing for the design and implement of the project. We can procure most product needed for any IT project and lastly we support the projects through are Project Management Office making sure you have a great experience. Staffing • Technical Design: • VMware Certified Professionals • VMware Capacity Planning&Assessment Professionals • EMC Certified Storage Professionals • Cisco Certified Professionals • Veeam Certified Professionals • Data Center Design&Services • Microsoft Certified Professionals • Procurement: • VMware Certified Sales Professionals • VMware Technical Certified Sales Professionals • Data Center Design Professionals • EMC Certified Professionals • Project Support • Planning • Ongoing Support Updates • Post Project Assessment Stored Technology Solutions Inc. Page 14 of 15 Town of Queensbury—IT Professional Services—09032014 ver2.0 Engagement and Knowledge Transfer Methodology StoredTech prides itself on being a total solutions provider with the ability to go beyond the norm by providing customers with the knowledge to use and manage new technologies on their own post project. In order to achieve this, we ask that the customer be actively involved and oriented with the system implementation throughout the project. This typically involves white boarding, Q&A sessions, and the use of overhead projectors so that multiple people can view and follow along. We will work together with the customer in a hands-on fashion to provide a watch, learn and do environment This provides an interactive session where StoredTech can learn additional details about how best the system will integrate with the customer's environment and it also allows the customer to receive expert advice from the Systems Consultant in an ad-hoc fashion. Knowledge transfer of system configuration and best practices will occur throughout all phases of this project. Documentation will be developed throughout the project and reviewed with the customer as needed. Finalized versions will be handed-off at project closeout. • Post implementation Support • Customer follow up and Documentation Finalization Making sure system is working,staff is comfortable managing, answering any questions and providing documentation: • Project Closeout Meeting • Review SOW against execution/completed work • Note anything outstanding • Evaluate overall customer satisfaction with project • Review future recommendations and enhancements • Assure documentation hand-off • Project sign-off • Review post project support options o How to contact service What differentiates StoredTech from the Competition? • STOREDTECH is a Trusted Solution Advisor • Strategic Partnerships:(We select the partners that meet our customer's needs) • VMware, Microsoft,Synology, Veeam,Apple, Cisco, Dell,APC • We utilize what we sell(Eat our own Dog food) • Technical Commitment-Being ready when the technology is.... • Many customers, many verticals: • Education, Financial, Government, Healthcare, Manufacturing, Professional Services Stored Technology Solutions Inc. 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