MSP Managed Service Provider

The City of West Haven seeks to engage a qualified Managed Service Provider (MSP) to deliver comprehensive onsite and remote IT support across its hybrid Microsoft 365 Government, Nutanix-based virtualization environment, and its suite of cloud-based business applications. The City supports approximately 250 users across multiple departments who rely on Microsoft Windows workstations, a limited number of macOS and iPad devices, Fortinet/FortiGate network infrastructure, Elevate cloud VoIP, and numerous SaaS applications.

The MSP will provide Level 1 onsite support, remote escalated support, and 24/7 network monitoring and response to ensure continuity of operations citywide.

Managed IT Services and Technical Support

The City of West Haven is seeking proposals from qualified Managed Service Providers (MSPs) to provide comprehensive information technology support services, including onsite and remote help desk assistance, network operations, cybersecurity monitoring, virtual infrastructure support, Microsoft 365 administration, cloud-based application support, and reporting. The selected MSP shall work collaboratively with the City's Information Technology Department to ensure the continued availability, security, reliability, and efficient operation of the City's technology infrastructure and systems.

A. Onsite Level 1 Help Desk Support

Services shall include one (1) full-time onsite Level 1 Help Desk Technician, available Monday through Friday, from 9:00 AM to 5:00 PM Eastern Time, to provide daily technical assistance to City employees. [...] All incidents and service requests must be recorded and maintained within a ticketing system, with complex or unresolved issues escalated to Level 2 or Level 3 technical support as appropriate.

B. Remote Managed Help Desk (Level 2/3 Desktop and Application Support)

Remote Level 2 and Level 3 technical support shall be available Monday through Friday during normal business hours to address incidents and service requests requiring advanced technical expertise beyond onsite Level 1 capabilities. [...]

C. Network Operations and Security Monitoring (24/7/365)

Continuous network operations and cybersecurity monitoring services are required twenty-four (24) hours per day, seven (7) days per week, three hundred sixty-five (365) days per year. [...]

D. Microsoft 365 Government Cloud and Hybrid Identity Support

Administrative and technical support shall be provided for the City's Microsoft 365 Government Community Cloud (GCC) environment, currently serving approximately two hundred fifty (250) users. [...]

E. Support for Cloud-Based Departmental Applications

Technical support services shall extend to cloud-based applications and SaaS platforms utilized throughout City departments, including Finance, Human Resources, Building, Parks and Recreation, Police Administration, Fire Administration, and other municipal operations. [...]

F. Reporting and Documentation Requirements

Comprehensive documentation and monthly reporting are required to provide the City with an accurate assessment of technical support activities, system performance, cybersecurity events, and overall service delivery. Monthly reports must include help desk ticket volumes, incident classifications, resolution times, and compliance with established Service Level Agreements (SLAs). [...]

G. Service Coordination and Accountability

All services shall be performed in coordination with the City's designated IT Department representative and in accordance with established municipal policies, cybersecurity requirements, and applicable federal, state, and local regulations. [...]

Submission

Respondents are required to submit **One (1) original and three (3) copies in a sealed envelope**. must be clearly marked "RFP#2027-13 (MSP) Managed Service Provider". Proposals will be opened in the Procurement office upon bid closing. Address: 3rd flr, 355 Main St West Haven, CT. They will be open at **12:00pm on 11/24/2026**. Proposals received after this time and date specified above will be rejected. No oral, telephonic, emailed, or faxed corrections, deletions, or additions to any response shall be accepted.

Contract Term

The actual term will be determined upon the execution of the agreement of 1 year with the possibility of an extension to 3 years.

Evaluation

The City of West Haven will evaluate proposals submitted by qualified Managed Service Providers (MSPs) to determine which proposer offers the best overall value to the City based on qualifications, technical capabilities, experience, service delivery, security practices, and cost.

Licenses

Respondents must have a valid Connecticut business license throughout the solicitation process.

Insurance

Prior to the commencement of the work, and as a condition of site access, the Respondent shall deliver to the City of West Haven a valid and currently dated *Certificate of Insurance (COI)*. Minimum limits include:

• **$2,000,000** Commercial General Liability
• **$1,000,000** Automobile Liability
• **$2,000,000** Professional Liability/Technology E&O
• **$2,000,000** Cyber Liability/Data Breach per claim
• **$5,000,000** Umbrella Liability/Excess Liability, each occurrence

Attachments

• City Disclosure form, Vendor Form
• W9 Form