Cape Light Compact JPE seeks proposals from qualified professionals to provide Managed Service Provider (MSP) services including active monitoring and Endpoint Detection and Response (EDR). Services include: Network Management (monitoring primary and secondary internet services, Cisco Meraki equipment configuration and management, firewall management, network troubleshooting and support); Endpoint Detection and Response (EDR) installation and configuration on end-user systems with continuous monitoring and threat detection; Mobile Device Management (MDM) for iPhone security, updates, and remote location/lock capabilities; Cybersecurity services including recurring staff training, periodic vulnerability scans and IT risk assessments; Software Management including licensing, installation and support of Microsoft Office 365, Adobe, Zoom and other applications, weekly scheduled overnight software updates, and Microsoft Exchange/SharePoint/OneDrive maintenance; End User Support providing Help Desk technical support via telephone, chat, email and web services for laptops, mobile devices and SaaS services, printer configuration and support, data wipe and equipment surplus assistance, and remote access capabilities for IT staff; Backup and Restore Services for Microsoft Exchange, SharePoint and OneDrive data backup and recovery; and Onboarding/Offboarding Users starting January 2025 including licensing configuration, equipment provisioning, data transfer, equipment deprovisioning and IT inventory management. The Compact serves 21 towns on Cape Cod and Martha's Vineyard with approximately 205,000 customers. Network infrastructure includes Comcast Ethernet (100 Mbps) primary and Business Internet (300 Mbps) secondary access, Cisco Meraki MX64W firewall, two Cisco Meraki MS225-48FP cloud-managed switches, two Cisco Meraki MR42 wireless access points, approximately 20 staff members with Dell laptops running Windows 10, approximately 30 board members with Exchange Online licenses, Synology NAS with Active Directory Server, Microsoft 365 services (SharePoint, OneDrive), Cisco OpenDNS Umbrella protective DNS, ESET Endpoint Antivirus, Office 365 with SPF/DKIM/DMARC, Zoom Communications, and Xerox AltaLink printer. The Compact has access to Personal Identifiable Information (PII) including customer names, utility account numbers, addresses, phone numbers and email addresses. The MSP will perform services remotely with compensation for necessary on-site services at mutually agreed rates. Services will be delivered in cost-effective manner during initial RFP timeline with Onboarding/Offboarding transitioning to MSP in January 2025. Initial contract term is 2 years with option to extend for 1 year. Detailed requirements include 59 specific line items covering software management, monitoring, network management, support, communications, security/backup, compliance, and Service Level Agreement components. SLA targets include: response time within 1 hour, resolution within 24 hours, 80% end user customer satisfaction rating, and quarterly summary reporting of tickets, outages and projects.