CITY OF HOBOKEN
ADDENDUM TO RFP DOCUMENTS
RFP – 23 – 26 -Request for Proposals (RFP) – Competitive Contracting Information Technology (IT/MIS) Support Services
This Addendum # 2 dated January 4, 2024, is issued to modify the above-mentioned RFP, and is hereby made part of the RFP documents. Please attach this Addendum #2 to the original documents in your possession and ensure same is included in your proposal. This addendum includes:
Q1. What are the expected service level objectives / agreements around maintenance and support?
A1. Vendor would be expected to respond to tockets withing two hours.
Q2. What is the current ticket / incident management system?
A2. Current system is being implemented through Atera RMM.
Q3. Does the City expect the vendor to integrate, use the current system, or should the vendor
supply a ticketing system?
A3. The City expects the vendor to integrate to our system.
Q4. Is the vendor expected to offer Tier 1 (direct end-user) tickets in addition to Tier 2 and Tier
3 tickets?
A4. The vendor is expected to provide Tier 1,2 and 3 support as needed.
Q5. What is the current ticket count per day?
A5. Metric is not currently tracked and estimate would be 12 tickets per day.
Q6. Does the city have a breakdown of ticket / incident severity e.g.: P1, P2, P3
A6. Severity will be tracked within Atera upon complete implemantion Q1 2024.
Q7. Datto provides many types of backup services. Please indicate which of the following Datto
Services are used by the City:
(1) Endpoint Backup for Servers
(2) Endpoint Backup for PC's
(3) Backup for Microsoft Azure
(4) File Protection
(5) SaaS Protection
A7. (1) Endpoint Backup for Servers
(2) Endpoint Backup for PC's
Q8. Please provide details on the types of backups, appliances, and estimated size of dataset. A8.
3.8 TB across 11 Servers and 5 high value users PC’s
Q9. How many dedicated Full Time Employees are currently allocated the City by the incumbent?
A9. 500
Q10. Does the City have Hardware Support for the listed Hardware Devices? A10. The City has
hardware support for our Fortinet and Meraki devices.
Q11. Can the City provide the inventory of the Networking devices?
A11. We currently do not have a inventory list of our networking devices.
Q12. What is the plan of action to upgrade or decommission the 2012 / 2016 Servers? A12. No plan of
action created yet.
Q13. What is the Age of the Hardware?
A13. Most desktop and laptop hardware < 3 years.
Q14. Is the hardware in warranty or covered under a support contract? A14. Hardware has a 2 year
warranty with Dell.
Q15. Our organization can provide hardware warranties as an optional component to the bid. Would
the city like to see warranty options for existing hardware?
A15. No
Q16. Does the city have any Apple or Linux-based endpoints? A16. 3 MacOS and no Linux endpoints
Q17. Can you elaborate on the type of support required for the software suits?
A17. Installation and update related support. Sofware issues are under support contracts with
software vendor.
Q18. In order to understand the skill level of engineers to properly support the city, can the city
provide an inventory of applications with the desired level of support tier?
A18. We do not have a full list available primary tickets are related to Office Suite and Adobe
Clouds product. Which at minimum Teir 2 support would be required.
Q19. What type of Databases?
A19. We are no longer running our own database. Q20. What level of support for Databases?
A20. N/A
Q21. Does the city have a formalized Change Management process? A21. No formalized change
management process.
Q22. Does the city have a CMDB or other database documenting users, services, devices, and other
key IT functions?
A22. No
Q23. Does the city have a scheduled patching cycle? A23. Varries by department, typically monthly.
Q24. Does the city have a software suite that automates, monitors, and reports on the patching
status of workstations, laptops, and servers?
A24. In process, pending implementation Atera.
Q25. In addition to operating systems, Does the patching process address 3rd party applications?
(i.e. Adobe, Google Chrome, Java, and other vulnerable applications)
A25. In process, pending implementation Atera
Q26. Does the city have a formalized vulnerability program actively scanning for vulnerabilities?
A26. TrendMicro
Q27. Does the Vulnerability Program include penetration testing? A27. No
Q28. Does the city have a contract with a managed printing service provider who services printer
break/fix, toner, and etc.?
A28. Sharp MFP’s are under support contract, local printer are expected to be supported Tier 1 and
2.
Q29. Does the city have a remote monitoring and management tool installed across computer and
network devices for management?
A29.Currently through Splashtop, expanding through Atera RMM pending implementation.
Q30. Can the city provide details on the existing security stack including use of Next- generation
Antivirus, EDR, XDR, MDR?
A30. Trend Micro
Q31. Does the city have a SIEM or Security Operations Center product? A31. No
Q32. Does the City have a formalized Compliance program aligning security controls with standard
industry frameworks such as PCI, HIPAA, FISMA/NIST, and etc.?
A32. Hippa and PCI
Q33. Does city have or require a software-based networking / Zero Trust solution such as Zscaler or
Perimeter 81 that provides security features like Zero Trust, Secure Gateway, Secure Edge, and
Firewall-as-a-service?
A33. The City is in the process of installing FortiNAC device to establish full zero trust network.
Q34. Does the city have a secure vaulting solution to store organizational
secrets/passwords/certificates?
A34. No
Q35. How does the City address email archival, encryption, security, phishing testing, and security
awareness training?
A35. Emails archival is through Office 365, phising testing and training are done by our insurance
provider.
Q36. How does the city address mobile device management and BYOD policies?
A36. We are in the process of evaluating MDM solutions and currently do not support BYODs.
Q37. It is stated in the INTRODUCTION the following: “ensure that there is NO significant computer
downtime during normal working hours, generally 8:00AfM to 6:00PM, Monday through Friday” - What
constitutes ‘Significant computer downtime’?
A37. Significant downtime would be >2 hours.
Q38. Differences between Vendor Qualifications VS. Firm Qualifications? A38. That form can be used
for vendor qualifications.
Q39. Clarification for calculation of ‘Fixed Fees’:
a. Daily Charge based upon 52days per year (assuming this is a fixed fee for 1 representative
onsite for 1 day per week)
b. Daily Charge based upon 104 days per year (assuming this is a fixed fee for 1 representative
onsite for 2 days per week)
A39. Cost of a daily charge if extra onsite days are requested outside of either 1 day a week or 2
days a week.
Q40. RE: Insurance Requirements:
a) Is proof of insurance required upon submission of proposal, or before commencement of contract
if awarded?
b) For Worker’s compensation insurance, our company is a sole proprietorship and works on a
contractor basis – of course we can add worker’s comp to our current plan, but wondering if
liability insurance can cover for worker’s compensation in any fashion for City of Hoboken.
A40. (a) Proof of insurance is required upon submission. (b) If the company is a sole proprietor
and also doesn’t subcontract, they can go without workers’ comp; however, if work is on a
“contractor basis” it is recommend having workers’ comp coverage.
Q41. Understanding that the domain structure will be moved to Azure in the near future, what are
geo restrictions for cloud data and requirements to keep storage local?
A41. We currently and in the future expect to only operate in the United States Azure regions.
Q42. Is this new initiative? If not, please share the incumbent vendor details. A42. Current vendor
is Premier Technologies Solutions.
Q43. What was the previous spent of this contract? A43. Current contract is $70,000.
Q44. Can we get the incumbent vendor proposal copies, please confirm.
A44. Yes, we can provide prior proposals, so long as we review/redact any confidential information
or proprietary information.
Q45. What is the estimated budget of current RFP? A45. Estimated budget is $80,000.
Q46. Do we need to submit either actual or sample resumes of assigned staff? Please confirm. A46.
Sample resumes would be enough.
Q47. Do we need to submit NJ State business registration certificate along with our proposal?
Please confirm.
A47. NJ State Business registration certificate must be submitted prior to award of the contract.
This addendum is posted on the City of Hoboken website to ensure compliance. The City will not
accept any further RFI/questions at this time.
There are no other changes to the RFP documents as part of this addendum.
ATTEST: Date: January 4, 2024
Jennifer Mastropietro, QPA Purchasing Agent
CITY OF HOBOKEN
ACKNOWLEDGMENT OF RECEIPT OF ADDENDA
RFP – 23 – 26
Request for Proposals (RFP) – Competitive Contracting Information Technology (IT/MIS) Support
Services
The undersigned Bidder hereby acknowledges receipt of the following Addenda: Addendum Number
Date Acknowledge
Receipt(Initial)
Addendum # 1 December 27, 2023
Addendum # 2 January 4, 2024
No addenda were received:
Acknowledged for:
(Name of Bidder)
By: Date: (Signature of Authorized Representative)
Name: Title/Position:
(Print or Type)
