FOR INFORMATION TECHNOLOGY MANAGED SERVICES …

1 SCLS IT MANAGED SERVICES Provider RFP# 04-26-2018 1 Request for Proposal FOR INFORMATION TECHNOLOGY MANAGED SERVICES PROVIDER RFP# 2018-04-26 ISSUED DATE: APRIL 26, 2018 SUBMISSION DATE: MAY 30, 2018 AT 5:00 ET SCLS IT MANAGED SERVICES Provider RFP# 04-26-2018 2 Table of Contents 1 PURPOSE OF THE REQUEST FOR PROPOSAL (RFP) .. 3 2 INTRODUCTION TO SOUTH CAROLINA LEGAL SERVICES (SCLS) .. 3 3 OVERVIEW OF CURRENT SCLS TECHNICAL ENVIRONMENT .. 3 4 SCOPE OF SERVICES .. 5 5 VALUE ADDED SERVICE REQUIREMENTS .. 5 6 SELECTION CRITERIA .. 6 7 RESPONSE CONTENTS AND FORMAT .. 7 8 INFORMATION REQUIREMENTS .. 7 Corporate INFORMATION ..7 Proposed Approach and Solution ..7 Support ..8 Service Levels.

2 9 Financials ..9 9 COMMUNICATIONS AND RESPONSE .. 10 10 NOTIFICATION OF INTENT TO RESPOND AND CLARIFICATION QUESTIONS .. 10 11 PROPOSAL PROCESS .. 10 12 RESPONSE DELIVERY INSTRUCTIONS .. 10 13 VENDOR PRESENTATIONS .. 10 14 KEY DATES .. 11 15 GENERAL TERMS AND CONDITIONS / NO OBLIGATION .. 11 16 AGREEMENT OF NON-DISCLOSURE .. 11 SCLS IT MANAGED SERVICES Provider RFP# 04-26-2018 3 1 Purpose of the Request for Proposal (RFP) South Carolina Legal SERVICES (SCLS) seeks proposals from qualified IT MANAGED SERVICES providers in response to this Request for Proposal (RFP). The focus of the RFP is to select a single business entity to provide comprehensive, MANAGED infrastructure and network SERVICES to SCLS over a period of three (3) years. Following the initial term, there is a possibility to renew the contract for multiple year terms.

3 The overall goal of this RFP is to procure long-term, comprehensive, reliable, timely, proactive IT management and support that will promote the mission of South Carolina Legal SERVICES in serving its clients, partners, stakeholders and the public at large. 2 Introduction to South Carolina Legal SERVICES (SCLS) SCLS is a 501(c) (3) non-profit statewide law firm that provides free legal SERVICES in a wide variety of civil (non-criminal) legal matters to eligible low income residents of South Carolina. SCLS is funded by grants from the Legal SERVICES Corporation, the South Carolina Bar Foundation, local United Ways, state court filing fees, and other federal, state and local funding. There are ten (10) offices located around the state, one being our statewide Intake Office. There are currently 107 employees at SCLS (Attachment A - SCLS office locations).

4 The offices and departments must be integrated to the point that communication between them is efficient and effective while being seamless to the end user. For more INFORMATION about SCLS, please visit our website at: 3 Overview of Current SCLS Technical Environment SCLS INFORMATION TECHNOLOGY Department in-house staff consists of an INFORMATION TECHNOLOGY Manager, Webmaster/IT Support Specialist and Website Content Coordinator. SCLS current technical environment has been MANAGED and supported by a MANAGED SERVICES provider that provides 24/7 hardware (server, desktop/laptop), network, and software support and monitoring, help-desk, back-ups, remote access and on-site support, website maintenance, email maintenance and support, inventory control and management (hardware and software), security, and disaster recovery. a. All SCLS offices as connected via a wide area network (WAN) and is configured on an MPLS platform that connects all offices.

5 SCLS infrastructure is powered by a fiber network for voice/data (Attachment B network diagram). Our WAN includes: 200+ devices (including computers, laptops, tablets) 10 Network servers; 10 VM servers; 2 Data Center servers Firewalls, Cisco, Sophos Dell RD1000 Backup systems (5) DATTO Virtual Backup systems (5 & Data Center) Multi-Function Machines (Print/Copy/Scan/Fax) Each office has 10 MB of fiber for voice/data 100 MB of bandwidth in our data center VOIP Phone System Handsets & Headsets Secure 4G LTE Fail over network connection for four (4) office locations (for disaster recovery/business continuity purposes) SCLS IT MANAGED SERVICES Provider RFP# 04-26-2018 4 b. SCLS WAN is protected using a Sophos (UTM) secure gateway application as a firewall for VPN access, intrusion/detection prevention, web browsing, web content filtering, network protection/visibility, anti-spyware, botnet prevention, content management and authentication SERVICES .

6 C. Every office has a local file server (Windows Server 2008 or 2012) for network access and a voice mail server. The off-site domain controller (located in a Data Center) manages the local network servers and controls active directory group policies. d. SCLS maintains its critical network servers (Exchange, Parent Domain Controller, Intake Office Redundant/replication server for disaster recovery and a Datto device for backup and virtualization) in an off-site data center. e. All local network servers are connected to the 2013 Exchange server, Parent Domain Controller and Cloud based Barracuda Email Security. The Parent Domain Controller manages Active Directory, Group Policies, VPN and software automated updates. f. SCLS operates on a three (3) year replacement cycle for its desktops, budget permitting. All SCLS computers have the following software installed: Windows 10 Professional or Windows 7 Professional; Microsoft Office 2013; Webroot Secure Anywhere Anti-Virus Software; Bit Locker Encryption Software; Adobe Reader; Adobe Professional DC and/or PDF Creator; browsers: (Mozilla, Microsoft Edge, Internet Explorer, Chrome, Safari); Secure/internal IP Switch Instant Messaging software; and, ancillary software installations: alimony and child support calculators; Best Case Bankruptcy software; Adobe Photo Shop Creative Suite; and, OCR scanning software.

7 G. Network servers are replaced every six (6) years, budget permitting. h. SCLS uses Legal Server web-based case management system. Legal Sever is hosted and backed up daily at a co-location facility in Chicago, Illinois. Legal Server s platform is built on the Linux OS system. i. SCLS uses Barracuda Essentials Email Security for email filtering. j. Remote Desktop software is used to connect to networked devices statewide. Each office is equipped with secured, encrypted wireless access points (public and private); each office s network maintains multi-function equipment with the ability to copy/print/fax/scan/email. k. In the event of a disaster and for business continuity purposes, SCLS has a mixed environment of physical and virtual servers. l. Outlook Web Access is available to all staff over an encrypted SSL connection. m. All offices are equipped with video conferencing capability for clinics and community legal education events.

8 N. All offices are equipped with Skype accounts and desktop cameras. o. SCLS uses virtual GoToMeetings and GoToWebinar to conduct its substantive law unit meetings, staff trainings and other collaborative meetings. SCLS IT MANAGED SERVICES Provider RFP# 04-26-2018 5 p. Backup Process each office s network server is backed up nightly using either RD1000 hard drive cartridges or virtually using DATTO backup devices. q. SCLS has a premised based VOIP phone system, using Asterisk PBX built on the Linux platform. All 10 offices have VOIP phone systems. Additionally, the statewide Intake Office has a web-based call management system; the call management system also provides web access to all SCLS staff, if necessary, to conduct phone intakes at their desktop directly into the call management system.

9 R. SCLS is currently managing a project to implement SharePoint Online and will migrate to Microsoft Office 365 early 2019. s. Ad Hoc solutions: we will maintain the following vendor supported systems and/or SERVICES : Our VOIP phone system Our web-based Call Management Software used by our statewide Intake Office Our web-based Case Management system 4 Scope of SERVICES The winning vendor will provide the following INFORMATION TECHNOLOGY SERVICES : 24/7 System Monitoring and Response 24/7 Hardware/Operating System Maintenance & Support (server, desktop/laptop) Infrastructure Support Server maintenance and care Firewall Monitoring and Remediation Network and Software Support Application Management Help-desk Back-ups Remote access and on-site support Website maintenance Email maintenance and support Inventory control and management (hardware and software) Network security, business continuity and disaster recovery.

10 5 Value Added Service Requirements As part of this RFP, the following SERVICES are the current priority items for SCLS: Remote backup Executing a nightly backup plan for the critical servers, including a regularly-tested recovery process. TECHNOLOGY strategy planning Working with current IT staff to develop a long term strategic TECHNOLOGY plan. The plan will take advantage of new and existing technologies to produce a pragmatic and effective roadmap that enables the organization to fulfill its overall mandate in the community. Solution design Solution packages ( , hardware, software, licensing) and associated consolidation of data. Network and email system monitoring 24/7 monitoring of SCLS network and email SERVICES with proactive communication and escalation protocols based on the severity of any unscheduled outages.