Background

In an effort to maintain optimal IT services, support and cyber security, the Southeast Alberta Chamber of Commerce requires support services for the computer and server hardware and software to ensure consistent, reliable internet, server and computer operations are available to Chamber staff.

The Southeast Alberta Chamber of Commerce invites suppliers to submit proposals for information technology support services in accordance with the terms of this Proposal. 

It is the intention of the Chamber to award a contract to one bidder who is a member in good standing with the Southeast Alberta Chamber of Commerce.

Services Required 

The following details the services to be provided to the Chamber in the area of information technology services: 

1. Initial Assessment – Compile/update inventory of all information technology-related assets, assess systems and make recommendations for improved IT system performance for future capital consideration, along with an annual technology assessment consultation and report recommendations.

2. Desktop, Laptop and Hardware Application Support - Perform basic support functions including installing PCs, laptops, PDAs, printers, peripherals, and office automation software; diagnosing and correcting desktop application problems, configuring laptops, tablets, smart phones and desktops for standard applications and identifying and correcting end user hardware problems, and performing advanced troubleshooting. Maintain an up-to-date inventory of all Chamber computer related hardware and make available to Chamber personnel upon request. Assist Chamber personnel with software and hardware purchases. 

3. Server Administration Services - Managing computer systems and networks to include complex application, database, messaging, web and other servers and associated hardware, software, communications, operating systems necessary for the quality, security, performance, availability, recoverability, and reliability of the system. Ensure scheduled preventive maintenance for equipment is properly and promptly performed; maintain the maintenance records on the equipment. Set up new users and edit or remove existing users on server. Server performance and capacity management services with reporting when specified thresholds are reached. Configuration management, including changes, upgrades, patches, etc. Management of user logins and security. Coordinate repair and maintenance work and ensure repairs are conducted in a timely fashion. 

4. Network Administration Services – Scope of activity includes all Chamber network equipment including switches, firewalls, routers, and other security devices. Primary installation and maintenance of printers, network multi-function copiers, etc. Primary maintenance including regular analysis, routine configuration changes, and installation of patches and upgrades. Complete proactive monitoring of network equipment and other performance indicators, with reporting when specified thresholds are reached. Network performance and capacity management services, and network troubleshooting. 

5. Microsoft Services – Scope of activity including Microsoft 365 tenant administration, exchange / email management, SharePoint and OneDrive support, Licensing optimization and renewal assistance.

6. Security – Maintenance of virus detection programs on Chamber server, email and all other Chamber computers and laptops. Perform security audits as requested and notify Chamber personnel immediately of suspected breaches of security or instruction detection. Troubleshoot and assist with the Chamber remote access and provide remote access administration as requested by designated Chamber personnel. Provision of security framework expectations. Implementation/Maintenance of backup and disaster recovery responsibilities.Patch management and vulnerability remediation. Security awareness guidance and training for staff.

7. Wireless Service – Configuration and assistance with secure wireless service and VPN configuration for laptops and other devices.

8. Ongoing Assessment – Assess and compile a semi-annual or annual technology assessment report summarizing any work done over the previous period, any cyber security concerns as well as recommendations for technology improvements and capital upgrade requirements in technology hardware and software.

Equipment Specifications

Submission Requirements 

The following information shall be required in the RFP submission: 

General Vendor Information – Please provide the following information: 

a. Length of time in business 

b. Length of time in business providing proposed services 

c. Total number of clients 

d. Number of full-time personnel in consulting, installation and training, sales, marketing and administrative support 

Describe your approach to providing these services and your methodology for providing on-going support. 

Staff Resources – Identify names of principals and key personnel who will actually provide the information technology services. Summarize the experience and technological expertise of these staff. Describe the role and responsibilities that each of these individuals will have. The local availability of staff that will be providing these services shall be an important consideration. 

Provide the name, title, address, and telephone number of three references for clients whom you have provided similar services. Please provide information referencing the actual services provided, customer size (number of users), and the length of tenure providing services to this client.

Support Services – Please answer the following: 

a. Is help desk support available? If so, how do we access the help desk?

b. When is support available? (Indicate XX a.m. to XX p.m. and the days of the week.) 

c. How are charges for support structured, documented, and tracked? 

d. Define response and resolution times for critical, high, medium, and low priority incidents, including escalation paths and communication standards.

e. Provide any boundaries or exclusions to service and support.

Beyond the scope of this RFP, what services (related or otherwise) does your organization provide that may be of interest to the Chamber? 

Cost of Services 

a. The proposal must contain a fee schedule that includes hourly rates for proposed services, including any on-site and after-hours rates. 

b. Describe how your services are priced, and any specific pricing you are able to provide. 

c. Define any additional charges (i.e. travel expenses, hardware and software markup policies). 

d. Define whether a fee is still charged if an issue is not resolved.

Duration

The contract will be for a period of three (3) years effective September 1, 2026 to August 31, 2029 and prices bid must be held firm for the duration of the contract, with an optional one year contract extension.

Incurred Proposal Costs

The Chamber is not liable for any cost incurred by the bidder prior to the issuance of an agreement or contract.

Response Date for Proposals

Response Date for Proposals: Friday, March 27, 2026 at 4:00 pm

In order to be considered for selection, proposals for services must be received in a sealed envelope clearly marked “Information Technology Support Services” at the Chamber of Commerce office, 413 6th Avenue SE, Medicine Hat or emailed to accounts@southeastalbertachamber.ca no later than 4:00 PM on Friday, March 27, 2026.

Bid and Acceptance, Rejection or Selection of Quotation

The Chamber expressly reserves the right to reject any or all proposals, to waive any informalities or irregularities in the proposals, and to accept that proposal which is in the best interest of the Chamber.

The following criteria will be considered in the selection of the successful proposal:

1. Member in good standing with the Southeast Alberta Chamber of Commerce 

2. Evidence in proposal that the candidate understands the scope of the services to be performed.

3. Experience of the firm in the delivery of timely services with a high rate of customer satisfaction.

4. Costs quoted to perform the specified services.

Unacceptable Work

If the contractor fails to comply with any of the terms of this proposal, the Chamber may terminate the contract.

Questions and Information

Questions and communications regarding this Request for Proposal may be submitted in writing by email up to seventy-two (72) hours prior to the closing time and date to: accounts@southeastalbertachamber.ca.

No other representative of the Chamber is to be contacted regarding this Request for Proposal. The Chamber accepts no responsibility for, and the Bidder agrees not to rely upon, any verbal or written statements or representations from any other person, whether or not employed by the Chamber.