EvolvTec
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City of Okeechobee
RFQ FIN 01-32-03-19
Information Technology Services
EvolvTec Response to RFQ FIN 01-32-03-19
EvolvTec
1321 NW 65th Place
Suite 3
Ft. Lauderdale, FL 33309
www.evolvtec.com
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Contents
Interest and Qualifications .................................................................................................................................... 4
Related Experience and References ...................................................................................................................... 5
Background Clearance .......................................................................................................................................... 5
Team and Availability ............................................................................................................................................ 6
AREAS OF EXPERTISE .................................................................................................................................. 6
PROFESSIONAL EXPERIE NCE ...................................................................................................................... 7
PROFESSIONAL EXPERIE NCE (CONTINUED) .............................................................................................. 8
EDUCATION & PROFESSI ONAL CREDENTIALS ........................................................................................... 9
Project Approach .................................................................................................................................................. 9
Managed Services Agreement ............................................................................................................................ 11
........................................................................................................................................................................ 11
SERVICE AGREEMENT ......................................................................................................................................... 14
PERIOD OF SERVICE ........................................................................................................................................ 14
CONTINUANCE / AUTOMATIC RENEWAL ........................................................................................................ 14
EQUIPMENT COVERED.................................................................................................................................... 14
CHARGES FOR SERVICE ................................................................................................................................... 15
CONDITIONS OF SERVICE ................................................................................................................................ 15
SERVICE RESPONSIBILITY OF EVOLVTEC ......................................................................................................... 16
HOLIDAYS OBSERVED AND SERVICE SUPPORT HOURS ................................................................................... 16
HOW TO CONTACT THE SERVICE DESK ........................................................................................................... 17
WHAT YOU SHOULD DO BEFORE CONTACTING THE SERVICE DESK ............................................................... 17
CLIENT RESPONSIBILITIES ............................................................................................................................... 18
SCOPE OF NETWORK SUPPORT AGREEMENT: ................................................................................................ 18
LOCATION(S) ................................................................................................................................................... 18
DEVICE(S) ........................................................................................................................................................ 18
SERVICE LIMITATIONS ..................................................................................................................................... 18
WARRANTIES AND DISCLAIMERS.................................................................................................................... 19
INDEMNIFICATION FROM DAMAGES ARISING FROM CLIENT’S USE OF UNLICENSED SOFTWARE ................ 19
OPT-OUT/TERMINATION ................................................................................................................................. 20
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REMEDIES ....................................................................................................................................................... 20
INDEPENDENT ENGAGEMENT / NON-HIRE .................................................................................................... 20
CONFIDENTIALITY ........................................................................................................................................... 21
INSURANCE COVERAGE .................................................................................................................................. 22
GENERAL PROVISIONS .................................................................................................................................... 22
ACCEPTANCE: .................................................................................................................................................. 23
PROGRAM INTRODUCTION ................................................................................................................................. 25
PROGRAM DESCRIPTION ................................................................................................................................ 25
PROGRAM BENEFITS ....................................................................................................................................... 25
INCLUDED SERVICES ....................................................................................................................................... 26
APPENDIX A – CONTACT INFORMATION ............................................................................................................. 28
ACCOUNT MANAGER ...................................................................................................................................... 28
CLIENT INFORMATION .................................................................................................................................... 28
APPENDIX B – DEVICE IDENTIFICATION & PREVENTATIVE CHECKLIST ................................................................ 29
APPENDIX C– SERVICE DESK, RESPONSE TIMES & RATES ................................................................................... 30
EVOLVTEC SERVICE DESK SERVICES ................................................................................................................ 30
EMERGENCY SUPPORT ................................................................................................................................... 30
SERVICE DESK SEVERITY RANKINGS AND RESPONSE TIMES ........................................................................... 30
ESCALATIONS .................................................................................................................................................. 31
FUNCTIONAL ESCALATIONS ............................................................................................................................ 31
QUESTIONS ..................................................................................................................................................... 31
RATE CARD ...................................................................................................................................................... 31
APPENDIX D – MONTHLY PRICING STRUCTURE .................................................................................................. 32
OPTIONAL PROGRAM MODULES .................................................................................................................... 32
MONTHLY PRESCHEDULED MAINTENANCE AND SUPPORT ............................................................................... 33
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Interest and Qualifications
EvolvTec has 40 years of experience providing technical support services to our many customers
within many different verticals of Government, Education, Medical, and Business. We have and are
providing traditional ‘break fix’, managed print, maintenance, managed services contracts. Our
customers include the following: The Governor’s Office, The Florida Legislature, The Department of
Business and Professional Regulations, Department of Education, Miami-Dade County Public
Schools, Broward County Public Schools, Orange County Public Schools, Collier County Clerk of
Courts, Broward County Communication Centers (911 Call Centers), Broward Sheriff’s Office,
Broward ETS, Seminole Tribe, City of Oakland Park, City of Ocala, City of Ft. Lauderdale, City of
Miami, City of Boca Raton, Lexmark International, Dell, Lenovo, Samsung, including many more.
All of our Customer Engineers are CJIS certified, all have or undergoing OEM training to remain
current with today’s technologies. They have been with EvolvTec on average of 15 years and know
many of our customers by their first names.
EvolvTec has been in the business of computer support for over 40 years through various name
changes. Our corporation headquarters are located at 1321 NW 65th Place, Suite 3, Ft. Lauderdale,
FL 33309. We are a privately held corporation with Greg Blanc as our President and CEO, working
with Jim Jones VP of Engineering Services and Dave Wallin Territory Supervisor. All have been
with our corporation for over 20 years.
We are a provider of the services listed in this RFQ as well as traditional break/fix maintenance
contracts. We provide remote monitoring services for servers and workstations, as well as the ability
to push updates and patches remotely. We are able to provide backups for desktops as well as servers
either to a local storage unit or to the cloud or to both locations.
We offer Help Desk services as well, providing traditional support for Microsoft applications,
password resets, and other services as needed by our customers.
The City of Okeechobee is located between two of our service depots the first located in Orlando
Florida and the other our Headquarters in Ft. Lauderdale. These are both staffed with CJIS certified
Customer Engineers, who have been employed by EvolvTec for an average of 15 years plus. They
are all certified on the latest technologies that are provided by the OEMs. As well as having the
knowledge of older technologies that still exist today.
EvolvTec looks forward to working with the City of Okeechobee in its desire to have the very best in
support for its internal IT Network.
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Related Experience and References
The Town of Ft. Myers Beach is a Managed Services customer. We are providing complete IT
service and support for this Town. They are very comparable to the City of Okeechobee, they have
80 users, with EvolvTec supporting not only their hardware but providing support for their software
applications. Michelle Mayher is our point of contact within the Town, we have worked closely with
Michelle in providing the level of service that is required by the Town.
The City of Oakland Park is a break/fix and security camera customer. We provide break/fix and
warranty repair for the Cities workstations, servers and laptops. We also are their managed service
provider for their IT security cameras across the City. We are responsible for the installation, support
of this network. Mark Curry in our point of contact with the City, we have worked closely with Mark
in providing the level of service that is required by the City.
The Florida Legislature is a break/fix, deployment customer. We provide them break/fix and
warranty repair services on their desktops, laptops and servers as well as their UPS and printers. We
are also responsible for the deployment of their equipment, including structured cabling, for newly
elected, or if they choose to move their existing offices, Representatives and Senators. We work with
James Griffin and Michelle Singletary are our points of contact within the Legislature. EvolvTec
works closely with both James and Michelle in providing the level of service that is required by the
Legislature.
Background Clearance
All of our Customer Engineers are currently CJIS certified and have the necessary level of security to
work with the Cities Police department.
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Team and Availability
Erick Miller is our Chief Technology Officer within EvolvTec, it is he who will lead the team of
Customer Engineers who will be working with the City. He has a team of NOC Engineers that will
be working with the City remotely as needed. They are Colton Clark, Brian Leggett, Cid Daley and
Corey Williams. These individuals are supported by our Customer Engineers who will be visiting the
City as needed, they are Tom Burden, Trung Le, Greg Russ, Chris Smith, and Albert DeCancio
among others who may respond directly to the City, as needed.
Erick Miller is the point of contact for all issues with the City. He is directly responsible for taking
the lead for all projects and/or issues within the City. Erick is a dedicated and hardworking individual
who always works towards the needs of our customers. He and his team have years of experience in
providing solutions to our customers. Erick’s contact info is as follows: erick.miller@evovltec.com
954-587-5521 x 230.
ERICK MILLER
erick.miller@evolvtec.com
954-587-5521 x 230
IT PROFESSIONAL / CHIEF TECHNOLOGY OFFICER
Dynamic results-driven IT professional passionate about elevating Information Technology Systems to
the next level. Over 23 years experience in IT management companies. These system administration skills
and talents include: full network hardware and software administration, Exchange email administration,
managing multiple networks both locally and remotely for various clients simultaneously, including
backups, restores, network hardening and efficiency of group policy as well as all advanced Windows
configuration. Proven track record to mentor individuals to the next level of career path.
AREAS OF EXPERTISE
Solar Winds N-Able MSP
ADDS-Group Policy
Wireshark
MimeCast
Microsoft Exchange
SOPHOS UTM9
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Connectwise Automate
ESET, BitDefender
Ghost Solutions Suite
Barracuda Echo Platform
Veeam Backup and Replication
Microsoft Office 2010-2016
VCenter Administration
VMware ESXi 5.5
Hyper-V
PROFESSIONAL EXPERIE NCE
EVOLVTEC, Davie, FL 2016 to Present
Chief Technology Officer
Setting company technical vision and leading company's technological development. Developing strategic plans
and setting timelines for evaluation, development, and deployment of all technical and web services.
Worked with other departments to use new technologies to streamline company policies and rules
Conduct research to improve the technological assets of a company
Oversee IT budgets to make sure there are no unnecessary expenditures
Develop and direct all networking safeguards to reduce the risk of outside breaches and protect
sensitive internal and external client information
Direct the development and possible implementation of policies in instances of a breach, or better
known as Disaster Recovery Plan
Identify competitive advantages and technological trends for the benefit of the company
Develop and implement all internal communication systems, such as email and instant messaging
Consistently evaluate technical efficiency and make changes as necessary
EVOLVTEC, Davie, FL 2008 to 2016
Central Florida Territory Supervisor/Systems Administrator
Design, implement and deploy Windows Servers 2008R2- 2012R2 with Advanced Services,
AADS,DNS,DHCP, RAS. Perform Patch and security management and hardening of Network infrastructure.
Perform on premises and cloud backup of critical infrastructure utilizing various platforms including, Barracuda
MSP, Veeam, SolarWinds MSP
Experience in building and maintaining virtual machines in a cloud data center utilizing PAX 8, Including,
setting and configuring all firewall Rules, Port Fo rwards, and NAT policies.
Create, distribute and modify policies and tasks using Kaspersky Security Center 10.3.407, including the
monitoring and distribution of both Windows updates and multiple third -party updates as well on a citywide
network.
VMware ESXi Creating host/cluster management using 5.5 and 6
2016 Hyper-V cluster management, creation of failover and multipoint for multiple node cluster with
redundancy
Setup and administration of Vcenter
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Extensive experience in the configuration of Dell Sonicwalls and Sophos firewalls. NAT policies, port forwards
ConnectWise Automate, deploy agents, set templates, remote management, general maintenance.
Create, load, build, various servers utilizing Windows platforms, N -Central, and some Linux Red Hat.
Supervise and train technicians in the Central Florida region
Oversee onsite projects, and coordinated with other vendors and management for equipment refresh of Servers,
Workstations and Printers for various agencies including, Department of Highway Safety, and Banco Popular.
Control all office administrations from maintaining inventory, to providing Level 2 support to Field techs.
Developed reputation of the “guy who gets things done” and have collaborated with technicians and helpdesks
for project resolutions.
Troubleshooting network issues using Wireshark .
Working knowledge of interior Link state and distance vector Routing Protocols.
Key Contributions
Maintained all accounts for the Central Florida Region including numerous state agencies and
private businesses. Supervised all office functions including call disbursement and inventory
tracking as well as handling any issues that arise from customers including complaints,
scheduling and phone diagnosing.
Load, setup, and configure new servers for site installations using Windows Server 2008R2
Enterprise and Standard. Including configuration of DHCP scopes, DNS and setting up all
network print management functions.
Troubleshooting network issues using Wireshark .
Working knowledge of interior Link state and distance vector Routing Protocols.
Requested to operate in other territories by customers and state agencies because of a proven
track record for getting the job done in the time allocated before deadlines.
Consultant on a number of occasions by other Regional managers in Evolvtec seeking assistance
on difficult projects.
Reputation of being the person to call to make sure a deadline on a new site is met.
PROFESSIONAL EXPERIE NCE (CONTINUED)
Experience with most current Microsoft products being used including, Windows 7, 8.1, 10
Office, 2010, 365 Server 2003, 2012 R2 and creating and configuring new Ghost images to
streamline new site installations.
BLM TECHNOLOGIES, Davie, FL 1996 to 2008
Field Engineer
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Performed remote field service for computer repair, laptop repair, printer repair.
Accomplish site survey and cabling for various State Agencies.
Install and configure new site locations.
Configure PC's for network access, printer functions, etc.
Set-up and connect Servers for Domain access, Printer functions, and client applications.
Key Contributions
Functioned independently (Self-Managed) as a field service tech for 13 years
Worked on numerous manufacturers equipment, computers, servers, printers, plotters, laptops,
etc.
Performed CAT 5E and CAT6 cable installations for new site locations.
Performed advanced troubleshooting on network devices and pc's.
EDUCATION & PROFESSIONAL CREDE NTIALS
ITT Technical Institute-Jacksonville
AAS Electronic Engineering, Computer and Information Sciences and Support Services,
1994 – 1996, Grade: 3.72 GPA
CompTIA A+
Project Approach
EvolvTec understands the needs of the City, providing the very best in services to the City. EvolvTec
has been providing these services for our customers currently and look forward to providing these
services to the City. We look forward to working with the team from the City in enhancing not only
the services but the actual network itself.
EvolvTec will being with our running a network assessment on the Cities network, this will allow for
us to see were the Cities network is. This allows us to make some decisions up front on what
action(s) are needed moving forward. These decisions are made working with the Cities lea dership
as well as EvolvTec. While the assessment is progressing we will load our remote monitoring agent
onto the individual workstations, laptops and servers. This agent allows for EvolvTec to remotely
monitor these workstations and servers. This also allows us to remotely push any updates or
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patches, monitor the physical health of these devices, and monitor the switches and firewalls that
are in place, along with much more activity. We will also engage the City with our Dispatch Center,
who are responsible for the creation of service incidents, incident updates and closure information.
We will also be updating critical information of the network infrastructure into our system, so that
we have the necessary information needed night or day.
EvolvTec has a long history of providing support services for all of our customers from deploying
desktops, laptops, servers and printers to 384 locations throughout the state. To deploying
Representative and Senator offices across the state including laptops, deskt ops, printers along with
cabling services for their new office locations. As well as simple deployment of PCs to individual
offices within the City of Oakland Park. All of these activities all occurred within the allotted time
frame as well as within the budget assigned for each activity.
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Managed Services Agreement
MANAGED SERVICES AGREEMENT
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TABLE OF CONTENTS
SERVICE AGREEMENT ......................................................................................................................................... 14
PERIOD OF SERVICE ........................................................................................................................................ 14
CONTINUANCE / AUTOMATIC RENEWAL ........................................................................................................ 14
EQUIPMENT COVERED.................................................................................................................................... 14
CHARGES FOR SERVICE ................................................................................................................................... 15
CONDITIONS OF SERVICE ................................................................................................................................ 15
SERVICE RESPONSIBILITY OF EVOLVTEC ......................................................................................................... 16
HOLIDAYS OBSERVED AND SERVICE SUPPORT HOURS ................................................................................... 16
HOW TO CONTACT THE SERVICE DESK ........................................................................................................... 17
WHAT YOU SHOULD DO BEFORE CONTACTING THE SERVICE DESK ............................................................... 17
CLIENT RESPONSIBILITIES ............................................................................................................................... 18
SCOPE OF NETWORK SUPPORT AGREEMENT: ................................................................................................ 18
SERVICE LIMITATIONS ..................................................................................................................................... 18
WARRANTIES AND DISCLAIMERS.................................................................................................................... 19
INDEMNIFICATION FROM DAMAGES ARISING FROM CLIENT’S USE OF UNLICENSED SOFTWARE ................ 19
OPT-OUT/TERMINATION ................................................................................................................................. 20
REMEDIES ....................................................................................................................................................... 20
INDEPENDENT ENGAGEMENT / NON-HIRE .................................................................................................... 20
CONFIDENTIALITY ........................................................................................................................................... 21
INSURANCE COVERAGE .................................................................................................................................. 22
GENERAL PROVISIONS .................................................................................................................................... 22
ACCEPTANCE: .................................................................................................................................................. 23
PROGRAM INTRODUCTION ................................................................................................................................. 25
PROGRAM DESCRIPTION ................................................................................................................................ 25
PROGRAM BENEFITS ....................................................................................................................................... 25
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INCLUDED SERVICES ....................................................................................................................................... 26
APPENDIX A – CONTACT INFORMATION ............................................................................................................. 28
ACCOUNT MANAGER ...................................................................................................................................... 28
CLIENT INFORMATION .................................................................................................................................... 28
APPENDIX B – DEVICE IDENTIFICATION & PREVENTATIVE CHECKLIST ................................................................ 29
APPENDIX C– SERVICE DESK, RESPONSE TIMES & RATES ................................................................................... 30
EVOLVTEC SERVICE DESK SERVICES ................................................................................................................ 30
EMERGENCY SUPPORT ................................................................................................................................... 30
SERVICE DESK SEVERITY RANKINGS AND RESPONSE TIMES ........................................................................... 30
ESCALATIONS .................................................................................................................................................. 31
FUNCTIONAL ESCALATIONS ............................................................................................................................ 31
QUESTIONS ..................................................................................................................................................... 31
RATE CARD ...................................................................................................................................................... 31
APPENDIX D – MONTHLY PRICING STRUCTURE .................................................................................................. 32
OPTIONAL PROGRAM MODULES .................................................................................................................... 32
MONTHLY PRESCHEDULED MAINTENANCE AND SUPPORT ............................................................................... 33
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SERVICE AGREEMENT
This Managed Services Agreement ("Agreement") is made this day of April 8, 2019 by and between
City of Okeechobee (CLIENT/Account) located at 55 SE 3rd Avenue, Okeechobee FL 34974 and EvolvTec
(a DBA of BLM Technologies of Florida, LLC) a Florida Corporation, located at 1321 NW 65th Place,
Suite 3, Fort Lauderdale, FL 33309.
WHEREAS, EvolvTec is a provider of Managed Information Technology Support Services, Voice,
Video, Security and Networking solutions;
WHEREAS, CLIENT desires to contract with EvolvTec for the provision of the EvolvTec Monitoring
Services Solutions;
NOW THEREFORE, for and in consideration of the premises contained herein and good and valuable
consideration, receipt of which is hereby acknowledged, the parties agree as follows:
PERIOD OF SERVICE
This Agreement shall be effective as of the date of this Agreement, execution by CLIENT unless
sooner terminated in accordance with the terms hereof, and shall be for an initial term of Thirty Six
(36) months. CLIENT and EvolvTec reserve the right to review this agreement quarterly.
CONTINUANCE / AUTOMATIC RENEWAL
This Agreement shall renew automatically at the end of the prior Agreement term for a period of
Twelve months (12) unless EvolvTec or the CLIENT affirmatively terminates it in accordance with the
conditions set forth in this Agreement.
EQUIPMENT COVERED
EvolvTec reserves the right to renegotiate rates based on additions of locations, hardware, software,
hardware support requirements, and/or services as well as modify this Agreement (or any portion
thereof) with a 30-day notice.
For purposes of this Agreement, the Network shall include all locations as outlined in Appendix A. In
addition, this agreement is based on services provided to those devices listed in Appendix B. As
equipment or services are added to or removed from the Network, the CLIENT shall notify EvolvTec
prior to addition and the items shall be added to the devices listed in Appendix B, using procedures
outlined in Appendix B, and monthly billings adjusted in accordance with the rates in effect at that
time. Should the CLIENT wish the devices added to NOT be covered under this agreement, the
CLIENT shall notify EvolvTec so that the devices may be added to a list of excluded devices and
EvolvTec shall be able to determine the impact, if any, of the new equipment on the support of
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equipment and devices included in Appendix B. Any additional devices added to the network
without the consent or acknowledgement of EvolvTec will not be honored or supported by EvolvTec
under this agreement. Please review this agreement from time to time so that you will be apprised
of any changes.
PURCHASE PRICE
CLIENT is purchasing EvolvTec’s Managed Services under this Agreement for the purchase price
outlined in Appendix D. Said purchase price shall be paid in monthly installments with the first
installment due upon execution of this agreement. Each payment thereafter shall be due the first
day of each calendar month. Services provided hereunder shall be assessed against this Account as
provided herein.
CHARGES FOR SERVICE
a) Services shall be charged against the Account in accordance with the terms and conditions as
outlined in Appendix D, and the Rate Card in Appendix C.
b) Any supplemental services provided by EvolvTec which are outside the terms of this
Agreement, including but not limited to, any maintenance provided beyond normal business
hours and services in excess of the Account purchased herein, shall be charged to CLIENT as
an additional charge in accordance with the terms and conditions as outlined in Appendix D.
Any additional billing charges will be invoiced at the end of each month, with payment
expected within thirty (30) days, unless otherwise specified by EvolvTec.
c) CLIENT shall, in addition to the other amounts payable under this Agreement, pay all sales
and other taxes, federal, state, or otherwise, however designated, which are levied or
imposed by reason of the services provided pursuant to this Agreement. Without limiting the
foregoing, CLIENT shall promptly pay to EvolvTec an amount equal to any such taxes actually
paid or required to be collected or paid by EvolvTec.
d) EvolvTec reserves the right to refuse or suspend service under this Agreement in the event
CLIENT has failed to pay any invoice within thirty (30) days of said invoice date, whether it be
an invoice for services provided under this Agreement or any other agreement between the
parties.
CONDITIONS OF SERVICE
The CLIENT Network is eligible for monitoring and support under this Agreement provided it is in
good condition and EvolvTec serviceability requirements and site environmental conditions are met.
EvolvTec reserves the right to inspect the Network upon the commenceme nt of the term of this
agreement for the purpose of creating a diagram of the Network and/or conducting a diagnostic test
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of the Network. Unless stated otherwise, said inspection shall be charged against the Account using
our standard hourly billing rates.
EvolvTec shall not be responsible to CLIENT for loss of use of the Network or for any other liabilities
arising from alterations, additions, adjustments or repairs which have been made to the Network
other than by authorized representatives of EvolvTec.
EvolvTec reserves the right to suspend or terminate this Agreement if in its sole discretion,
conditions at the service site pose a health or safety threat to any EvolvTec representative.
SERVICE RESPONSIBILITY OF EVOLVTEC
a) EvolvTec will provide remote and/or on-site services under the following conditions using the
bill rates specified in Appendix C.
HOLIDAYS OBSERVED AND SERVICE SUPPORT HOURS
Holiday Date Service Support Hours
New Year’s Day January 1 24/7/365
Memorial Day last Monday in May 24/7/365
Independence Day July 4th 24/7/365
Labor Day 1st Monday in September 24/7/365
Thanksgiving Day fourth Thursday in November 24/7/365
Christmas Day December 25th 24/7/365
It is the responsibility of the CLIENT to promptly notify EvolvTec of any events/incidents that could
impact the services defined within this agreement and/or any supplemental service needs, and for
EvolvTec to respond in a timely manner via phone, email, remote access, and/or on -site services as
defined in Appendix C of this Agreement.
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b) If services are requested by the CLIENT outside of normal business hours, EvolvTec shall
provide such service subject to the availability of its representatives, according to the terms
and conditions set forth in this Agreement.
c) EvolvTec shall monitor, advise, and provide supplemental services as defined in this
agreement during business hours, unless otherwise specified in Appendix C, and in
accordance with EvolvTec’s Network policies then in effect. EvolvTec shall provide scheduled
remote and onsite support services in accordance with this agreement. EvolvTec’s
representatives shall have and the CLIENT shall provide full access to the Network in order to
affect the necessary monitoring and/or supplemental services. All services defined in this
Agreement shall be provided during regular business hours, unless otherwise specified in
Appendix C.
d) EvolvTec shall be obligated to provide service only at the Service Site(s) defined in this
agreement as outlined in Appendix A. If the CLIENT desires to relocate, add or remove
locations, the CLIENT shall give appropriate notice to EvolvTec of its intention to relocate
thirty (30) days in advance. EvolvTec reserves the right to renegotiate service terms with
respect to any relocation and/or addition of locations by the CLIENT. Such right includes the
right to refuse service to Network at the relocation and/or new site.
HOW TO CONTACT THE SERVICE DESK
Telephone: 866.299.3246
Web: www.evolvtec.com
Email: support@evolvtec.com
WHAT YOU SHOULD DO BEFORE CONTACTING THE SERVICE DESK
When you call or send a message, please ensure that you have the following detailed and complete
information available to ensure a rapid and effective response to and resolution of the issue:
If the problem is with a piece of equipment (e.g. laptop, desktop, printer, or other device),
please have the serial number and/or Service Tag number of the device available.”
Your name and location and where and how to contact you in case of a problem
A description of the problem and its severity
Any error messages and what was processing at the time the problem occurred
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The applications and versions you’re working with
Any changes made recently
In case of a request or question, a description of request or question and relevant details
CLIENT RESPONSIBILITIES
a) CLIENT shall provide adequate workspace, heat, light, ventilation, electric current and
outlets, internet, and remote access, for use by EvolvTec's representatives.
b) CLIENT agrees that it will inform EvolvTec of any modification, installation, or service
performed on the Network by individuals not employed by EvolvTec in order to assist
EvolvTec in providing an efficient and effective Network support response.
c) CLIENT will designate a managerial level representative to authorize all Network Support
Services. Whenever possible, said representative shall be present whenever an EvolvTec
service representative is on-site. This contact information shall be outlined in Appendix A,
and it is the CLIENT’s responsibility to inform EvolvTec of any changes made to this
representation thirty (30) days in advance.
SCOPE OF NETWORK SUPPORT AGREEMENT:
This Agreement is designed to provide the Account with centralized, proactive monitoring
supplemental services for certain Networking System. This Agreement includes:
LOCATION(S): Specific location(s) to be covered by this agreement can be found in Appendix A.
DEVICE(S): can be found in Appendix B.
SERVICE LIMITATIONS
In addition to other limitations and conditions set forth in this Agreement, the following service and
support limitations are expressed:
a) Cost of consumables, new hardware, new software, network upgrades and associated
services are outside the scope of this agreement. EvolvTec will provide consultative
specification, sourcing guidance and/or Time and Material/Project offerings.
b) Except as otherwise stated in Appendix B of this agreement all Server, Network Device and
Software upgrades are outside the scope of this agreement.
c) Manufacturer warranty parts and labor/services are outside the scope of this agreement.
d) Periodic reboots for such devices as firewalls, routers, and servers are required to
apply/activate critical update patches and configuration changes. EvolvTec’s support services
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within this agreement are predicated upon the CLIENT’S support and commitment to
providing time/scheduling for network device reboots with its staff and/or users support.
e) Application software support is limited to the manufacturer’s products listed in Appendix B:
Printer maintenance support is limited to non-warranty servicing of printer products listed in
Appendix B.
f) Virus mitigation within the scope of this agreement is predicated on CLIENT satisfying
recommended backup schemes and having appropriate Anti-Virus Software with current
updates.
g) Restoration of lost data caused by systems/hardware failure is outside the scope of this
agreement.
h) This agreement and support services herein are contingent on CLIENT’S permission of
EvolvTec having secure remote access into CLIENT’S network (e.g. VPN, LogMeIn, RDP, Telnet,
SSH, RAS or other solution expressly approved by EvolvTec.). Depending on the remote
access solution used, additional charges may apply to the contract.
i) Support services required or requested outside the scope of this agreement may not be
exchanged for days or services within this agreement. Outside of scope support services are
available and will be provided on either a Time and Material, or Project basis.
WARRANTIES AND DISCLAIMERS
EvolvTec makes and the CLIENT receives no warranty, express or implied, and all warranties of
merchantability and fitness for a particular purpose are expressly excluded. In no event shall
EvolvTec or any of its Directors, Employees or Other Representatives be liable for any special,
incidental, indirect, or consequential damages of any kind including, without limitations, those
resulting from loss of data, income, profit, and on any theory of liability, arising out of or in
connection with the services or use thereof even if it has been advised or has knowledge of the
possibility of such damages.
The CLIENT shall assume full responsibility for the overall effectiveness and efficiency of the
operating environment in which the Network is to function.
INDEMNIFICATION FROM DAMAGES ARISING FROM CLIENT’S USE OF UNLICENSED
SOFTWARE
CLIENT hereby agrees to indemnify and defend at its sole expense: EvolvTec., its employees, agents,
representatives, directors and shareholders, from and against any and all claims arising out of or
based upon CLIENT'S use of all services, software or hardware provided or serviced hereunder,
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including, but not limited to, claims based on software licensing violations, copyright infringement,
trademark infringement and patent infringement. In addition, CLIENT agrees to pay any judgment
and costs associated with such claim. In accordance with this indemnification clause, EvolvTec
agrees that we will not install any software that is not licensed and that all applications are to be
licensed by our clients, with the exception of our management applications which are licensed by
EvolvTec.
OPT-OUT/TERMINATION
EvolvTec and/or CLIENT shall have the right to terminate this Agreement under any of the following
conditions:
If one of the parties shall be declared insolvent or bankrupt.
If a petition is filed in any court and not dismissed in ninety days to declare one of the parties
bankrupt and/or for a reorganization under the Bankruptcy Law or any similar statute
If a Trustee in Bankruptcy or a Receiver or similar entity is appointed for one of the parties
If the CLIENT does not pay EvolvTec within thirty (30) days from receipt of EvolvTec's invoice
and/or otherwise materially breaches this Agreement.
If EvolvTec fails to perform its obligations under this Agreement and such failure continues for a
period of thirty days after written notice of the default, the CLIENT shall have the right to
terminate this Agreement.
Upon termination, all hardware and software installed by EvolvTec that was required to conduct
network support services and are the property of EvolvTec and will be surrendered and returned to
EvolvTec at end of the agreement. Any and all client applications, licenses and/or hardware will be
returned to the CLIENT.
REMEDIES
In the event CLIENT terminates this Agreement for any reason other than a breach of the terms
herein, CLIENT shall be entitled to a refund of any monies extended in advance of the month or part
thereof for which services by EvolvTec were last performed.
INDEPENDENT ENGAGEMENT / NON-HIRE
Because employees are one of our most valuable assets, policy and professional ethics require that
our employees not seek employment with, or be offered employment by any CLIENT d uring the
course of engagement and for period of one (1) year thereafter. Your signature on this document
confirms your organizations agreement to adhere to this professional standard of conduct.
CLIENT acknowledges that EvolvTec is involved in a highly strategic and competitive business. CLIENT
further acknowledges that CLIENT would gain substantial benefit and that EvolvTec would be
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deprived of such benefit, if CLIENT were to directly hire any personnel employed by EvolvTec except
as otherwise provided by law, CLIENT shall not, without the prior written consent of EvolvTec., solicit
the employment of EvolvTec personnel during the term of this Agreement and for a period of one
(1) year following expiration of this Agreement.
CLIENT agrees that EvolvTec damages resulting from breach by CLIENT of this provision would be
impracticable and that it would be extremely difficult to ascertain the actual amount of damages.
Therefore, in the event CLIENT violates this provision, CLIENT shall immediately pay EvolvTec an
amount equal to 50% of employee’s total annual compensation, as liquidated damages and EvolvTec
shall have the option to terminate this Agreement without further notice or liability to CLIENT. The
amount of the liquidated damages reflected herein is not intended as a penalty and is reasonably
calculated based upon the projected costs EvolvTec would incur to identify, recruit, hire and train
suitable replacements for such personnel.
CONFIDENTIALITY
This Confidentiality, Privacy and Compliance portion of this Agreement is in addition to other terms
and conditions set forth in any and all contracts currently existing or hereafter created between
CLIENT and EvolvTec. This agreement shall under no circumstances be deemed to alter any such
contract except as specifically provided below.
EvolvTec acknowledges that in the course of providing services to said CLIENT, EvolvTec may learn
from CLIENT certain non-public personal and otherwise confidential information relating to said
CLIENT, including its customers, con sumers or employees. EvolvTec shall regard any and all
information it receives which in any way relates or pertains to said CLIENT, including its customers,
consumers or employees as confidential.
EvolvTec shall take commercially reasonable steps to not disclose, reveal, copy, sell, transfer, assign,
or distribute any part or parts of such information in any form, to any person or entity, or permit any
of its employees, agents, or representatives to do so for any purpose other than purposes which
serve CLIENT or as expressly and specifically permitted in writing by said CLIENT or as required by
applicable law.
Said CLIENT acknowledges that it also has responsibility to keep records and information of its
business, customers, consumers, and employees, confidential.
Said CLIENT also acknowledges that all information and services, consulting techniques, proposals,
and documents disclosed by EvolvTec or which comes to its attention during the course of business
and provided under this agreement constitute valuable assets of, and confidential and/or
proprietary to EvolvTec.
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This provision shall survive termination of this Agreement and any other agreements between
CLIENT & EvolvTec.
INSURANCE COVERAGE
EvolvTec shall maintain at its sole expense commercial general liability insurance for personal injury
and property damage for a general aggregate of $2,000,000; worker's compensation insurance as
required by law; and hired and non-owned automobile liability insurance for the combined single
limit of $1,000,000. At CLIENT’s request, EvolvTec further agrees to furnish CLIENT with certificates,
including renewal certificates, evidencing such coverage within thirty (30) days of commencing
performance under this Agreement, at every renewal and at other times as may be reasonably
requested by CLIENT.
GENERAL PROVISIONS
a) Sole Agreement: This Agreement constitutes the entire and only understanding and
agreement between the parties hereto with respect to the subject matter hereof and, except
as expressly set forth herein, maybe amended only by a writing signed by each of the parties
hereto.
b) Severability: If a court of competent jurisdiction determines that any terms or provision of
this Agreement is invalid or unenforceable; such determination shall not affect the validity or
enforceability of the remaining terms and provisions of this Agreement, which shall continue
to be given full force and effect.
c) Captions: The captions of the paragraphs of this Agreement are for convenience only and
shall not affect in any way the meaning or interpretation of this Agreement or any of the
provisions hereof.
d) Binding Effect: This Agreement shall be binding upon, and shall inure to the benefit of, the
parties hereto and their heirs, legal representatives, personal representatives, administrators,
successors, and permitted assigns, as the case may be.
e) Waiver: Any failure of either party to comply with any obligation, covenant, agreement, or
condition herein may be expressly waived, but only if such waiver is in writing and signed by
the other parties. Any such waiver or failure to insist upon strict compliance with such
obligation, covenant, agreement, or conditions shall not operate as a waiver of and/or set
precedence with respect to any subsequent and/or other failure.
f) Governing Law: Notwithstanding the place where this Agreement may be executed by any
party, this Agreement, the rights and obligations of the parties, and any claims and disputes
relating hereto shall be subject to and governed by the laws of the State of Florida as applied
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to agreements among Florida residents to be entered into and performed entirely within the
State of Florida, and such laws shall govern all aspects of this Agreement. The parties agree
to submit to the personal jurisdiction and venue of the state and federal courts in the State
of Florida, in the Judicial Circuit where EvolvTec has its principal office, for resolution of all
disputes and causes of action arising out of this Agreement, and the parties hereby waive all
questions of personal jurisdiction and venue of such courts, including, without limitation, the
claim or defense therein that such courts constitute an inconvenient forum.
g) Assignment: This Agreement and the rights and duties hereunder shall not be assignable by
either party hereto except upon written consent of the other.
h) Force Majeure: EvolvTec shall not be liable for any problems due to external causes beyond
its control including, but not limited to, terrorist acts, natural catastrophe, fire, flood, or
other act of God, and/or power failure, virus propagation, improper shut down of the
Network and related Network Systems/Services.
i) Attorneys' Fees. In any action between the parties to enforce any of the terms of this
Agreement, the prevailing party shall be entitled to recover all expenses, including
reasonable attorneys' fees.
IN WITNESS WHEREOF, the parties have executed this Agreement as of the day and year first below
written.
ACCEPTANCE:
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City of Okeechobee EvolvTec
Signature: Signature:
Printed Name: India Riedel Printed Name: Gregory T. Blanc
Title: Finance Director Title: President and CEO
Date: Date:
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PROGRAM INTRODUCTION
PROGRAM DESCRIPTION
Our Core Proactive Program is our entry-level maintenance package, designed to monitor and
maintain your core network infrastructure. By applying regular monthly maintenance tasks to the
network backbone we will be able to reduce the likelihood and frequency of network failures and
issues, thus saving you money (and time) in unforeseen downtime. The monitoring solution we put
in place assures we have all the information we need to monitor the condition of the network
infrastructure in real-time. With this we will be in a position to service and solve unforeseen issues
with great speed, so that each issue takes less time to resolve. By combining these two activities
(monitoring and maintaining), we can reduce the overall cost of your network while creating a more
stable and optimized network environment. This will be combined with regularly scheduled
Network Health reviews with the customer, providing them with a level of transparency they have
not been able to achieve to this point.
PROGRAM BENEFITS
Dramatic reduction in the number of emergency incidents – reducing unplanned outages
allows you to stay focused on your business and customers rather than IT.
Cost Savings – monitoring your network will allow us to determine quickly the root cause of
any network issue, thereby reducing the timely task of issue diagnosis from hours to minutes –
resulting in substantial cost savings to you. At the same time, the routine maintenance
performed will help to remove a substantial amount of issues experienced, each of which is an
unneeded IT expense.
Higher Levels of Employee Productivity – by performing routine maintenance and watching
your network, the business impact of any IT failure by is reduced by shortening the mean time
to incident resolution, resulting in increased productivity levels.
Outsourced IT Support to Experts – a staff of experienced, highly skilled resources will be
“watching” your network 24/7 and dealing with network issues as they arise, allowing you to
focus on core business activities.
Accountability and Transparency of ISP, Network Performance and other Hosted
Applications – we can monitor the availability of your Internet connection and provide
reporting around the actual availability of such services.
Improved Customer Service Experience – As part of our Managed Services Program, your
service call are given priority over those of non-contract customers
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INCLUDED SERVICES
The Core Proactive program is designed to provide:
Core Elements Description
Server Monitoring Monitoring the customer’s servers for any issues that may arise.
Backup Monitoring Monitoring the success of the customer’s backup solution to
ensure that their data is always protected. (optional)
Network Monitoring Monitoring the customer’s routers and switches to ensure that
network traffic is always moving.
Workstation Monitoring Monitoring the customer’s workstations for any issues that may
arise to ensure optimum performance.
Security Monitoring
Monitoring the customer’s firewalls, antivirus definitions and
patch levels to ensure that the security solution is always
updated.
Application Monitoring Monitoring customers’ email availability, Outlook web access, SQL
Database, and Terminal Services.
Endpoint Security (ESM)
Applying a complete security management system to customers’
environment, including: anti-virus, anti-spyware, and anti-
malware management, application licensing management,
intrusion prevention, and security policy management. Provide
customers with customized detailed security activity reports on a
monthly / quarterly basis.
Basic Maintenance Implementing basic automated maintenance and self-healing
solutions on servers, workstations and network devices.
Patch Management Monitoring and management of patch levels; ensuring desktops,
servers, and other core network devices are kept up to date.
Performance Reporting
Holding monthly / quarterly CIO meetings to review customized
reports, overall network health, and strategic IT planning with
customer. (See reporting guide for detailed report descriptions.)
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Time & Materials Support
Services
Providing products and services outside the scope of the
Managed Service Program, such as projects, hardware refresh,
and initial network remediation.
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APPENDIX A – CONTACT INFORMATION
ACCOUNT MANAGER
Your EvolvTec Account Manager / Primary Contact is Erick Miller. Please contact Erick Miller if you
wish to make any changes to, or ask questions about your service agreement with us.
You can contact your account manager in the following ways:
Telephone: 954-587-5521
Email: Erick.Miller@evolvtec.com
CLIENT INFORMATION
The primary CLIENT contact is: India Riedel
863-763-9816
Additional Point of Contacts:
Changes to this agreement may only be requested by the persons named above. It is the
responsibility of the CLIENT to notify EvolvTec of changes to the contact person.
This agreement covers the following CLIENT locations:
Site
Number Address Phone Contact
1 55 SE 3rd Ave Okeechobee FL 34974
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APPENDIX B – DEVICE IDENTIFICATION & PREVENTATIVE CHECKLIST
This agreement is based on the following information agreed upon by you. Any changes to this
information require an updated service agreement.
DEVICES SUPPORTED BY THIS AGREEMENT
The following devices are covered by this agreement:
Device Type Quantity Serial # Asset #
Workstation
To be defined at
time of execution 73 To be defined at time of
execution
Server 0
Printer 0
Telephone 0
Other Device 0
* This list may be appended, as approved by both EvolvTec and Client.
Since part of this service agreement includes device support, CLIENT is responsible for informing
EvolvTec of changes to the number of devices within five (5) business days.
Under this agreement, the CLIENT is entitled to a quantity of supported devices as defined in the
Program Description. Any additional devices added to program will have an incremental cost as
detailed in Appendix D. The monthly pricing will be automatically updated with the addition of a
device.
EvolvTec support and maintenance is limited to items, services, hardware and applications found on
the following lists:
Applications/ Operating Systems: Mac OS X, Windows 7, Windows Server, MS Exchange, MS
SQL, MS Outlook, MS Office Applications, more...
Firewalls: Sonicwall, Cisco ASA/Pix, WatchGuard, CheckPoint, more...
Other Devices: routers, switches, printers, DVRs, Telephony devices more...
Preventative Maintenance Checklist – To be discussed and agreed upon by EvolvTec and CLIENT, in
order to best fit their needs.
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APPENDIX C– SERVICE DESK, RESPONSE TIMES & RATES
EVOLVTEC SERVICE DESK SERVICES
The EvolvTec Service Desk provides a point of escalation for your IT group when they have an issue
or question. EvolvTec’s staff is available during business hours to log issues and support your team.
You can contact the IT Service Desk via email or phone. We commit to responding to your question
promptly (response times guaranteed, based on severity). If you are contacting us to escalate a
service outage, we will route the call to our technical center for prompt attention.
EMERGENCY SUPPORT
The Core Proactive Program enables access to emergency support services. Should your team detect
an issue with a service or device outside standard business hours, you can contact the Emergency
Support team to report the issue. EvolvTec’s team (security or network, as appropriate) will
investigate the issue and act appropriately.
SERVICE DESK SEVERITY RANKINGS AND RESPONSE TIMES
Problem
Severity
Initial Response
Time Escalation Expected Time to Resolution
Emergency (Business
Hours) Immediately N/A Determined by the nature of the
event
Critical 30 mins 1 Hour Determined by the nature of the
event
Major 1 hour 2 Hours Determined by the nature of the
event
Normal 2 hours 4 Hours Determined by the nature of the
event
Cosmetic 2-4 hours 4-6 Hours Determined by the nature of the
event
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ESCALATIONS
Support cases which cannot be resolved at the point of report will be escalated as follows:
FUNCTIONAL ESCALATIONS
As outlined in the Service Desk Severity Rankings and Response Times chart above, our service
desk team will escalate any unresolved issue(s) to our Operations team within the time allotted for
that severity level.
QUESTIONS
If you have questions or concerns about the operation of the service desk, wish to compliment the
team, or simply require more information about an incident; please contact Jim Jones, EvolvTec’s VP
of Engineering Services at 954.587.5521 or by email: jim.jones@evolvtec.com.
RATE CARD
Time of Service Rates
Business Hours:
Monday – Friday, 8:00am – 5:00pm
Onsite: $ 85 / hour (min 2 hr)
Remote: $ 85 / hour
After Hours:
Monday – Friday, 5:00pm – 11:00pm
Saturday, 9:00am – 5:00pm
Onsite: $ 145 / hour
Remote: $ 130 / hour
Overnight:
Monday – Friday, 11:00pm – 8:00am
Saturday 5:00pm – Monday 8:00am
Onsite: $ 220 / hour
Remote: $ 200 / hour
Holidays:
As referenced on Page 8
Onsite: $ 250 / hour
Remote: $ 250 / hour
EvolvTec Page 32
APPENDIX D – MONTHLY PRICING STRUCTURE
The cost of the Managed Services program is based upon several key factors:
1. Base program cost that includes monitoring of 73 devices. These are the devices that
have been identified in Appendix B that will require maintenance and support as
determined by your organization’s critical business functions (email, internet, file sharing
etc.).
2. Any additional servers or devices that exceed the device limit of the Managed Services
Program. Will be included at a rate of $ 40 per unit
3. Inclusion of any optional modules over and above the base program.
4. Total number of monthly pre-scheduled maintenance hours or block of hours that are
required to maintain said devices, as determined by EvolvTec is two hours
5. Any additional dispatch, support or emergency fees. Will be at a rate of $ 85 /hour,
minimum of two (2) hours
OPTIONAL PROGRAM MODULES
From our discussion about your critical business needs, you have decided to incorporate the
following modules as part of the base program:
Optional Elements Description
Preventative Maintenance
Performing monthly preventative maintenance tasks on select devices
(workstations, routers, firewalls, etc…) and applications to ensure optimum
uptime.
Remote Backup Solution Providing additional layers of backup support for those customers that require
a higher level of data protection.
Bundled Support Time
For those customers that wish for more predictable IT spending, we can
bundle a variable number of hours into the package that can be used for any
support issues.
Virtual CIO
A “Virtual CIO” is the perfect IT solution for any business with a tight personal
budget; allowing a company to benefit from a highly trained and experienced
consultant, without having to hire a new full-time executive. A virtual CIO will
be able to take their experience and tap their industry connections to work
closely with other IT executives in order to help develop your business. The
Virtual CIO can also act as a mentor for your staff to equip them to handle high-
level executive decisions on their own. In essence, we create a roadmap for
your technology and drive your business towards success.
EvolvTec Page 33
MONTHLY PRESCHEDULED MAINTENANCE AND SUPPORT
The Managed Services program includes pre-scheduled onsite and/or remote support and
maintenance. Based on the number of users and devices within your organization, EvolvTec will
commit to having a technician onsite or working remotely from our Network Operation Center
on a scheduled basis to assist you with any IT related issues or questions.
Based upon the devices and modules identified in Appendix B, EvolvTec will provide 2 hours of
scheduled maintenance services per month. These 2 hours are separate from any support
requests; these are our PMM sessions (Preventive Monthly Maintenance), in which we will be
onsite, and performing maintenance activities on your infrastructure.
The monthly Program Price is summarized in the table below:
Program Components Quantity Rate Total
Base Program Fee – Desktop Support 73 $ 40 $2,920.00
Cloud Backup Services for Servers 0 $ 15 $ 0.00
Printer Maintenance Services 0 $ 10 $ 0.00
Telephony Services 0 $ 15 $ 0.00
Additional Devices 0 $ 0 $ 0.00
Initial Setup Fee (waived) 0 $ 0 $ 0.00
TOTAL MONTHLY PROGRAM COST $2,920.00
Additional Included (Bundled) Costs Component Cost
Dispatched Support: $ <4 hrs included>
Remote Support: $ <included>
After-hours Monitoring and Remote Support: $ <included>
Emergency On-Site Support during Business Hours: $ <included>
Emergency On-Site Support during Non-business Hours: $ <included>
* TBD – To be determined upon assessment of environment