23-13 RFP - MANAGED IT SERVICES

The City of Fairbanks awarded a three‑year Managed IT Services contract to Ampersand/AlasConnect. The agreement provides comprehensive, 24/7/365 help‑desk support, on‑site technician coverage, server and network administration, endpoint management, backup and disaster‑recovery services, and technology‑strategic advisory for approximately 200 end‑users and 65 virtual servers across multiple municipal facilities. The vendor must maintain a physical Alaska office, meet CJIS clearance requirements, and meet a 30‑minute on‑site response when remote remediation is impossible. The contract runs Jan 1 2024 through Dec 31 2026 with up‑to‑three optional one‑year renewals. • Scope includes endpoint, server, network, security (Barracuda XDR) management, 24 × 7 help desk, and on‑site technician for City Hall, Police, Fire, Public Works, and other sites. • Mandatory staffing: at least 10 call‑center agents and 24‑/7 on‑site technicians; CJIS‑cleared personnel; Alaska office presence. • No project work or major infrastructure refreshes are covered; the vendor assumes existing services and must provide full‑image server backups.