Town of Fairfax Seeks Information Technology and Managed Services Provider

Town of Fairfax | IT Managed Services RFP | Municipal Administration & Police Department | 2026
TOWN OF FAIRFAX
Marin County, California
REQUEST FOR PROPOSALS
Information Technology and Managed Services Provider
Municipal Administration and Police Department
RFP Issued October 1, 2026
Proposals Due October 25, 2026, 11:59 PM PST
Contract Start November 4, 2026
Submit To Christine Foster, Assistant to the Town
Manager/Deputy Town Clerk
Email cfoster@townoffairfaxca.gov
Address 142 Bolinas Road, Fairfax, CA 94930
Questions regarding this RFP should be submitted in writing to Christine Foster at
cfoster@townoffairfaxca.gov
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Town of Fairfax | IT Managed Services RFP | Municipal Administration & Police Department | 2026
SECTION I - INTRODUCTION AND BACKGROUND
1.1 Purpose
The Town of Fairfax (Town) is soliciting proposals from qualified firms to provide comprehensive
Information Technology (IT) support and Managed Services Provider (MSP) services for the full
organization, including Town Administration and the Fairfax Police Department. The Town seeks a
single primary technology partner capable of delivering proactive, strategic IT management with an
emphasis on cybersecurity, operational continuity, CJIS compliance, and a forward-looking
migration from server-based infrastructure to a modern cloud environment.
1.2 About the Town of Fairfax
Fairfax is a general-law municipality located in Marin County, California, with a resident population
of approximately 7,500. The Town employs 34 full-time and 4 part-time staff across the following
departments:
* Town Manager / Administration
* Finance
* Town Clerk
* Planning and Building
* Public Works
* Police Department (sworn officers and civilian staff, approximately 23-35 users)
* Recreation
Fire protection services are provided by an independent fire agency and are not within scope of this
contract. The Town's Police Department and administrative offices have historically operated under
separate IT support arrangements; this RFP is intended to consolidate both under a single
managed services contract.
1.3 Current IT Environment
Town Administration
* Servers: Dell PowerEdge R250/R350, HPE ML350 Gen10; Windows Server 2022
* Workstations: Dell OptiPlex and Latitude series; Windows 10 and 11
* Email & Productivity: Microsoft 365 (E3 license), Proofpoint Essentials for email security
* Identity & Access: Azure Active Directory / Entra ID; 1Password for PAM; Cisco AnyConnect
VPN
* Backup: Barracuda (immutable, encrypted, cloud-based; full backup every 21 days, nightly
incremental)
* Endpoint Security: Microsoft Defender (NGAV/EDR)
* Network: Dual Juniper firewalls; Midas ISP with internet failover; geographic subnet
segmentation; 10 APs across 4 locations
* Finance: Tyler ERP10
* Document Management: Epicor ECM (DocStar)
* Payment Processing: CardPointe (PCI-compliant)
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Town of Fairfax | IT Managed Services RFP | Municipal Administration & Police Department | 2026
Police Department
* Approximately 25 devices: 5 servers, ~20 workstations including Mobile Data Terminals
(MDTs)
* Approximately 23-35 user accounts
* Public Safety Applications: iRIMS/RIMS, RIMS Mobile, NetMotion, CAD/RMS
* Body-worn cameras and fleet: Axon (video stored in Axon Cloud)
* Mobile fleet: MDTs and Cradlepoint cellular devices
* Microsoft 365 (mix of Business Standard and Business Basic licenses)
* Email security: Proofpoint Essentials (estimated 35 mailboxes)
* Backup: Veeam / 11:11 cloud backup (currently at ~90% of 5TB capacity; expansion
needed)
* VoIP/collaboration: day-to-day support for existing phone system (excluding 911 system
primary support); Teams, GoTo Meeting, Zoom
* SMTP relay: SMTP-2-GO for multi-function devices
The Town recently underwent a Cyber Risk Control assessment conducted by its insurance pool
advisor (Bay Cities JPA / Sedgwick). That assessment identified several priority areas for
improvement which are incorporated into the scope of services below.
1.4 Contract Term
The initial contract term will be one (1) year, commencing November 4, 2026 through November 3,
2027, with up to two (2) optional one-year renewals at the Town's discretion, subject to satisfactory
performance and Town Council approval. Annual fee increases shall not exceed five percent (5%)
at each renewal.
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Town of Fairfax | IT Managed Services RFP | Municipal Administration & Police Department | 2026
SECTION II - SCOPE OF SERVICES
The selected contractor will serve as the Town's primary IT managed services provider for both
Town Administration and the Police Department. Town department heads and the Police
Department's designated representative retain ownership and primary responsibility for department-
specific applications (Tyler ERP10, Axon, RIMS/CAD, DocStar, 911 system, etc.); the contractor is
expected to coordinate with those application vendors as needed and provide infrastructure-level
support.
2.1 Help Desk and Remote Support
* Provide a staffed help desk accessible during normal Town business hours (Monday-
Friday, 8:30 AM-5:00 PM PST) for all administrative and Police Department staff
* Maintain a ticketing system (e.g., ConnectWise or equivalent) accessible to all covered staff
for logging and tracking service requests; provide management-level reporting and visibility
* Remote troubleshooting for desktops, laptops, MDTs, printers, scanners, mobile devices,
and peripherals for both Town Administration and Police Department
* Single point of contact for coordination with all third-party technology vendors
* After-hours emergency support with clearly defined response SLAs (see Section 2.3); after-
hours support not included in base retainer shall be available at agreed overtime rates
2.2 On-Site Support
* On-site visits as needed, not to exceed six (6) visits per month across all Town locations
absent Town request for additional visits
* On-site support covers all Town facilities including Town Hall, Police Department (144
Bolinas Road), Public Works yard, and Recreation facilities
* Bay Area-based staff is preferred but not required, provided SLA commitments are
consistently met
2.3 Service Level Agreements (SLAs)
Proposals must include explicit SLA commitments for the following priority levels at minimum:
Priority Definition Initial Response Resolution Target
Critical (P1) Service inoperative; severe 1 Hour Proposer to specify
business impact; no workaround;
or critical security incident
High (P2) Significant disruption; workaround 2 Hours Proposer to specify
unavailable or inadequate
Medium (P3) Moderate impact; workaround Next Business Day Proposer to specify
available
Standard (P4) Minor inconvenience; no significant Next Scheduled Proposer to specify
time sensitivity Service
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Town of Fairfax | IT Managed Services RFP | Municipal Administration & Police Department | 2026
2.4 Remote Monitoring and Management (RMM)
The contractor shall provide continuous RMM coverage for all covered devices across both Town
Administration and Police Department, including:
* Real-time monitoring of an estimated 50 devices total (approximately 25 Town
Administration + 25 Police Department, including 5 servers and ~20 workstations/MDTs per
environment)
* Automated alerting and rule-based response to detected threats or system anomalies
* Patch management: monthly for servers; timely updates for workstations; immediate
application of critical security patches
* IT asset inventory reporting including hardware specifications, software licensing, and end-
of-life tracking
* Secure remote control for issue resolution
* Proposers shall identify the RMM platform proposed (e.g., ConnectWise Automate or
equivalent) and per-device pricing
2.5 Network and Infrastructure Management
* Administration of Town-wide local area network, wireless access points (10 APs across 4
locations), and firewall systems for both environments
* Network device maintenance: OS patching, firmware updates for switches, firewalls, and
wireless equipment (does not include network engineering or architectural redesign, which
shall be separately quoted)
* Management and monitoring of backup solutions for both environments (see Section 2.9)
* VPN administration (Cisco AnyConnect for Administration; coordination with Police
Department VPN/NetMotion)
* Network documentation including architecture diagrams with change management
* Monitoring network traffic for anomalous or potentially suspicious activity
2.6 Microsoft 365 and Cloud Administration
* Full administration of Microsoft 365 tenant(s) for both Town Administration and Police
Department, including Exchange Online, Teams, SharePoint, and OneDrive
* Active Directory / Azure AD (Entra ID) hygiene: user provisioning, deprovisioning, access
reviews
* Management of MFA policies and conditional access rules across all users and systems
* Licensing and renewal management for Microsoft and third-party software
* Police Department-specific note: The Police Department currently operates a mix of
Microsoft 365 Business Standard and Business Basic licenses. Proposers should address
the upcoming transition (retail Office licenses will not connect to M365 in Spring 2027) and
recommend a licensing migration plan
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Town of Fairfax | IT Managed Services RFP | Municipal Administration & Police Department | 2026
2.7 Police Department - Public Safety Systems Support
The contractor must have demonstrated experience supporting law enforcement IT environments
and must comply with FBI CJIS Security Policy requirements. Specific Police Department support
responsibilities include:
* Day-to-day assistance with Enterprise and Public Safety Application support: CAD/RMS,
NetMotion, iRIMS, RIMS Mobile
* The contractor is not expected to administer these applications directly but must support the
underlying infrastructure, connectivity, and integration with Active Directory and M365
* Management and maintenance of the Police Department's mobile device fleet: Mobile Data
Terminals (MDTs) and Cradlepoint cellular devices
* VoIP/phone system: day-to-day support for moves, adds, and changes (MAC) on existing
phone system; coordinate with phone system vendors and telephone providers as required
* Video conferencing support: Teams, GoTo Meeting, Zoom for sworn and civilian staff
* 911 system: the selected contractor is NOT the primary support vendor for the 911 phone
system; contractor may assist the 911 vendor as needed
* SMTP relay service for Police Department multi-function devices (e.g., SMTP-2-GO or
equivalent, up to 10,000 emails/month)
* Axon body camera and fleet: the contractor does not administer Axon directly but must
support network connectivity and ensure data transfer to Axon Cloud functions properly
* All contractor staff with access to Police Department systems or data must satisfy CJIS
Security Policy requirements, including applicable background checks and security
awareness training
2.8 SharePoint / OneDrive Migration (Priority Project - Town Administration)
The Town intends to transition Town Administration from its current on-premises server-based file
storage to Microsoft SharePoint and OneDrive. The selected contractor will be expected to:
* Assess the current file server structure and develop a phased migration plan
* Execute migration of shared drives and departmental file shares to SharePoint
* Migrate user documents and personal storage to OneDrive
* Establish SharePoint site architecture, permissions, and governance framework
* Provide staff training on SharePoint and OneDrive workflows
* Decommission on-premises file servers upon successful migration
* Note: Police Department file storage strategy shall be addressed separately in the proposal
given CJIS requirements governing data residency and access
2.9 Backup and Disaster Recovery Management
Town Administration
* Manage and maintain Barracuda backup solution: verify logs, perform corrective action,
conduct quarterly test restores
* Ensure backups remain immutable, encrypted, and air-gapped
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Town of Fairfax | IT Managed Services RFP | Municipal Administration & Police Department | 2026
Police Department
* Manage Veeam / 11:11 cloud backup environment: two Veeam licenses required (one for
DC/File server, one for RIMS server)
* Current 5TB storage is at approximately 90% capacity; proposers should address storage
expansion (approximately 7TB recommended) in their proposal and pricing
* Manage Microsoft 365 cloud backup for Police Department via 11:11 (estimated 25
accounts): unlimited storage and retention, plus immutable secondary copy
* Perform quarterly test restores or as requested
* Recovery Time Objective (RTO) and Recovery Point Objective (RPO) targets shall be
proposed by respondents
2.10 Cybersecurity - Ongoing Services
* Administer and maintain Proofpoint Essentials for email filtering and threat protection across
both environments (estimated 35 Police Department mailboxes plus Town Administration
mailboxes)
* Implement and manage DMARC (p=reject) for all Town email domains
* Deploy and manage a Protective DNS service (e.g., Quad9, OpenDNS, or equivalent)
* Implement web content filtering and blocking of malicious/uncategorized domains
* Manage and expand multi-factor authentication (MFA) across all systems and applications;
proposers should identify their preferred MFA platform (e.g., Cisco Duo Advantage or
equivalent) and integration plan covering: Windows Active Directory logons, Microsoft 365,
VPN, privileged accounts, and line-of-business applications
* Manage cybersecurity awareness training program (e.g., KnowBe4 Diamond or equivalent)
including: role-based training campaigns (minimum 1 per year, 90-day duration), monthly
simulated phishing security tests, PhishER or equivalent for investigating and responding to
reported phishing, and reporting to Town and Police Department leadership
* Implement and manage Managed Detection and Response (MDR) / Extended Detection
and Response (XDR) for 24/7 monitored endpoint protection across both environments;
proposers should identify platform proposed (e.g., CrowdStrike Falcon Complete Next-Gen
MDR or equivalent)
* Implement Falcon Next-Gen SIEM or equivalent centralized SIEM for log collection,
monitoring, and analysis across both environments (supports CJIS, DOJ, and cyber
insurance compliance requirements)
* Monthly cybersecurity reporting to Town and Police Department leadership
2.11 Incident Response and Business Continuity Planning (Priority Project)
Neither the Town Administration nor the Police Department currently has documented Incident
Response, Business Continuity, or Disaster Recovery Plans. The selected contractor shall:
* Develop a written Incident Response Plan (IRP) for both Town Administration and Police
Department, including ransomware and account compromise scenarios
* Develop a Business Continuity Plan (BCP) and Disaster Recovery Plan (DRP) for both
environments, including cybersecurity risks and natural disaster protocols
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Town of Fairfax | IT Managed Services RFP | Municipal Administration & Police Department | 2026
* Police Department plans must address CJIS-specific requirements and law enforcement
operational continuity
* Conduct at least one (1) tabletop exercise per contract year testing IRP scenarios
* Store all plans at multiple locations and ensure accessibility during incidents
* Provide template notification letters for breach notification to insurer, employees, and
vendors
* Review and update all plans annually or following a significant incident
* Proposals must include estimated hours and methodology for IRP/BCP/DRP development;
the Town anticipates this will require a significant time investment in Year 1 (reference:
approximately 96 hours per environment as one benchmark)
2.12 Penetration Testing and Vulnerability Management (Priority Project)
* Coordinate or directly provide an initial third-party penetration test within the first contract
year, with findings reported to Town and Police Department leadership
* Annual vulnerability scanning against internet-facing IP addresses and internal network for
both environments
* Remediation prioritization and tracking based on scan results
* Coordinate with Bay Cities JPA / Sedgwick recommendations for ongoing risk control
2.13 IT Asset and Vendor Management
* Maintain accurate IT hardware and software asset inventories for both Town Administration
and Police Department
* Recommend and manage hardware refresh cycles: desktops 3-5 years; mobile
devices/MDTs 2-3 years; servers 2-4 years; printers/peripherals 5-7 years
* Manage third-party vendor relationships, licensing renewals, and support coordination
* Manufacturer maintenance agreements (Cisco Smartnet, VMware, cloud subscriptions, etc.)
shall be kept current; proposers must disclose approach to end-of-life hardware and
software
2.14 IT Management and Strategic Planning
* Meet regularly with Town and Police Department leadership (at minimum monthly) to review
priorities, project status, security posture, and budget
* Provide monthly written reports: help desk metrics, cybersecurity training statistics, backup
status, patching compliance, open issues, and end-of-life projections
* Assist with annual IT budget planning for both environments
* Develop and maintain an IT strategic roadmap aligned with Town priorities
* Develop and assist in implementing IT-related policies (Acceptable Use, Password,
Telecommuting, BYOD, Generative AI, Social Media, Clean Desk, Vendor Privacy, etc.)
* Communicate all support requests and scope changes through the designated Town and
Police Department representatives; any out-of-scope work must be pre-approved before
proceeding
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Town of Fairfax | IT Managed Services RFP | Municipal Administration & Police Department | 2026
SECTION III - PROPOSAL REQUIREMENTS
Proposals must be submitted electronically in PDF format to cfoster@townoffairfaxca.gov no later
than 11:59 PM PST on October 25, 2026. Late submissions will not be accepted. Proposals shall
be organized as follows:
3.1 Cover Letter
A brief cover letter (maximum one page) signed by an authorized representative of the firm,
confirming the firm's interest in and ability to fulfill the full scope of services for both Town
Administration and the Police Department.
3.2 Firm Qualifications and Experience
* Description of the firm: years in business, size, and organizational structure
* Demonstrated experience providing IT managed services to municipal or public agency
clients of similar size (population under 15,000; staff under 75 FTE)
* Demonstrated experience supporting law enforcement agency IT, including CJIS Security
Policy compliance
* Description of experience with public safety applications: CAD/RMS systems, RMS mobile,
NetMotion, MDT management, and Cradlepoint cellular device management
* Description of experience with Microsoft 365 tenant administration, SharePoint/OneDrive
deployments, and cloud transitions
* Description of cybersecurity experience: IRP/BCP/DRP development, MDR/XDR
deployment, SIEM implementation, and penetration testing coordination
* Description of RMM, ticketing, and reporting platforms proposed
3.3 Key Personnel
* Identify the proposed project lead / account manager and key technical personnel assigned
to the Town's account
* Provide qualification summaries for key personnel including relevant certifications (CompTIA
Security+, CISSP, Microsoft certifications, CrowdStrike certifications, CJIS Security
Awareness Training, etc.)
* Describe the backup and escalation structure for key personnel unavailability
* Identify which staff would be CJIS-cleared and available to work on Police Department
systems
3.4 Service Delivery Approach
Describe in detail how the firm proposes to deliver the services outlined in Section II, including:
* Help desk staffing model, hours of coverage, and ticketing system
* Proposed SLA commitments for each priority level (complete the table in Section 2.3 with
your proposed resolution targets)
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Town of Fairfax | IT Managed Services RFP | Municipal Administration & Police Department | 2026
* On-site support model, geographic capability, and Police Department-specific on-site
protocols
* RMM platform proposed and per-device pricing breakdown (Town Administration vs. Police
Department)
* MFA platform proposed (e.g., Cisco Duo, Microsoft Authenticator, or equivalent) and
integration plan
* MDR/XDR platform proposed (e.g., CrowdStrike Falcon Complete or equivalent) and
deployment approach
* SIEM platform proposed and approach to meeting CJIS/DOJ compliance requirements
* Approach to the SharePoint/OneDrive migration: timeline, phasing, training plan
* Approach to IRP/BCP/DRP development for both environments: methodology, estimated
hours, and deliverable timeline
* Penetration testing: direct provision or subcontractor coordination; proposed scope and
methodology
* Cybersecurity awareness training platform (e.g., KnowBe4) and campaign management
approach
* Police Department Microsoft 365 licensing migration plan (addressing the Business
Standard/Basic consolidation and the 2027 retail Office cutoff)
* Backup expansion plan for Police Department (addressing the current 5TB storage capacity
constraint)
* Monthly reporting format and content for both environments
3.5 CJIS Compliance Statement
Proposers must provide a written statement addressing:
* The firm's current CJIS Security Policy compliance posture and experience
* Which proposed staff would be required to complete CJIS Security Awareness Training
* The firm's approach to required background checks for personnel accessing Criminal
Justice Information
* How the firm ensures data handling, transmission, and storage of CJI meets CJIS
requirements
3.6 References
Provide a minimum of three (3) professional references from current or recent public agency clients
of similar size. At least one (1) reference must be from a law enforcement agency client.
References should include:
* Agency name, contact name, title, and phone number
* Scope of services provided (note if law enforcement IT was included)
* Contract period and annual value
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