To: Board of Supervisors
From: Marc Shorr, Information Technology Director
Report Title: Purchase Order with AT&T for Cisco SmartNet
☒Recommendation of the County Administrator ☐ Recommendation of Board Committee
RECOMMENDATIONS:
APPROVE and AUTHORIZE the Purchasing Agent, on behalf of the Chief Information Officer, to execute a purchase order, with AT&T Corporation in an amount not to exceed $800,000, for the purchase of Cisco SmartNet Maintenance and Support for all Cisco hardware and licensing used countywide, subject to Cisco’s Terms and Conditions, for the period of July 1, 2024, to June 30, 2025.
FISCAL IMPACT:
The cost for this purchase will be charged to user departments through the Department of Information Technology’s bill process. (100% User Departments)
BACKGROUND:
The Department of Information Technology's (DOIT’s) technical staff currently procures and deploys Cisco networking equipment and products across various County departments. Cisco equipment underpins the County’s core network services, telephone systems, and plays a crucial role in ensuring internet security. Cisco SmartNet is a comprehensive support service designed to help organizations maintain and optimize their Cisco networking products and ensures DOIT staff can interact with Cisco’s Technical Assistant Center (TAC) for timely issue resolution.
Cisco SmartNet offers the following key benefits:
1. 24/7 Technical Support: Access to Cisco's Technical Assistance Center (TAC) for troubleshooting, issue resolution, and expert advice.
2. Hardware Replacement Options: Various levels of hardware replacement services, ranging from 2-hour, 4-hour, and next-business-day advance hardware replacement options to minimize downtime.
3. Software Updates and Upgrades: Access to the latest software updates and upgrades, ensuring that the County’s Cisco gear is running the most current and secure versions.
4. Online Resources: Access to Cisco's extensive online knowledge base, including technical documents, best practices, and troubleshooting tools.
5. Smart Services: Proactive diagnostics and real-time alerts through Cisco's smart services capabilities, which help identify and resolve potential issues before they impact the County’s network.
6. OS and Firmware Support: Assistance with operating system and firmware updates to ensure optimal performance and security.
7. Escalation Management: Priority handling and escalation processes to expedite the resolution of critical issues.
8. Account Management: Dedicated account managers and service delivery managers to help manage and optimize your Cisco support experience.
By utilizing Cisco SmartNet, the County can ensure that it’s networking infrastructure is reliable, up-to-date, and supported, ultimately reducing downtime and improving overall network performance.
Cisco’s Terms and Conditions included a limitation of liability capping each party’s liability for all claims at the greater of the fees paid in the prior 12 months or $100,000.
The Cisco SmartNet maintenance and support is being purchased through authorized dealer AT&T Corp. via sole source justification.
CONSEQUENCE OF NEGATIVE ACTION:
Not utilizing Cisco SmartNet could lead to increased operational risks, higher costs, and potential security issues, affecting the overall efficiency and resilience of the County’s core network.