New Narrative seeks to identify an MSP partner whose culture and values are consistent with New Narrative’s and who can leverage excellent systems, processes, and people to keep our infrastructure secure, available, and supportive of New Narrative’s mission.  We seek a partner who can provide outstanding technical vision and leadership, improve our employees user experience, and enhance the value of the services we provide to our participants.

The cover letter should include:

• Company name

• Primary contact name

• Business address

• Phone number

• Email address

Overview of the respondent's business:

1. Brief description of business culture and values

2. Summary of business operations and history

3. Qualifications to provide MSP services

3. List of any subcontractors:

• Names of subcontractors (if any)

• Reason for teaming on the RFP

• Confirmation that respondent's insurance properly covers subcontractor work

4. Compliance confirmations:

• Confirmation that respondent and any subcontractors conduct background checks on all personnel

• Confirmation of willingness and ability to sign and be bound by Adalyon Client's Business Associates Agreement

5. Other relevant information:

• Name and title of individual responsible for the response

• Any other information the respondent deems appropriate

6. Signature:

• Signed by an officer of the firm who can commit the firm's resources

The cover letter should not exceed two pages and should provide a concise yet comprehensive introduction to the respondent's proposal. It serves as the first impression, so it should be well-written, professional, and tailored to specific RFP requirements.

Please share your firm’s average response time and average resolution time for Tier 1, Tier 2, and Tier 3 service requests over the past three months.  Please provide your firm’s average response time and average resolution time for critical network or systems outages over the past three months.  If your firm does not use a Tier 1, Tier 2, and Tier 3 naming convention, please provide response and resolution times to your ticket categories and a description of those categories.

Please describe any accreditations your firm has which will better allow New Narrative to understand your level of operational maturity. If you formally track operational maturity level, please describe the framework you use and your current operational maturity level ranking.

Please describe your firm’s approach to information technology security.  Please include a description of any training, phishing, or testing you provide.  Describe your firm’s role in New Narratives HIPAA risk assessment.

Please describe your firm’s experience assisting organizations with the adoption of Microsoft 365 and the integration of Microsoft 365 into key processes.

Describe your firm’s current and/or planned use of AI.  Describe how you envision your firm working with New Narrative to utilize AI to improve operations, decrease costs, or enhance service delivery.

Please complete and submit within this section Attachment B – References Sheet. Respondent may recreate Attachment B so long as the content is consistent.

Respondents should provide sufficient detail for New Narrative to gain an understanding of the systems, tools, and processes which will be used to meet the services described in the scope of work.  Please describe your firm’s service delivery stack: PSA, RMM, Network Monitoring, Security Monitoring, Antivirus, etc.

Please describe the processes you consider important in the delivery of service. For example: ticket initiation to close process, patch management, incident response, business review, etc.

Please provide your target customer satisfaction score and your firm’s overall customer satisfaction score for the past six months. Provide an overview of how your firm tracks customer satisfaction and the process in place in the event of a poor customer satisfaction score on a ticket or interaction.

Describe your firm’s engagement process. If you are the successful Respondent, what steps can we expect your firm to take. For the benefit of our employees and participants, New Narrative desires to make the transition process as seamless as possible. Please identify the amount of time the firm will need with our current IT support provider to remain active and available during the transition.  Please list any costs associated with those steps in your pricing.

Respondents shall provide a detailed price proposal based on their approach to delivering the scope of services in this RFP. The format of the proposed pricing should adhere to the summary pricing outline in Attachment B. Respondents are encouraged to also include Respondent’s typical pricing structure if that structure outlines products and pricing in more detail.

Please provide detail regarding how services are judged to be included in the monthly per user or per device fee or out of scope as it relates to that fee.  If necessary, use examples and describe how out of scope but non-project services are approved.

Respondents shall provide an organizational chart and summary of qualifications for key personnel proposed to provide services under this contract.

• Organizational chart of Respondent and any subcontractors

• Summary of experience for Account Manager

• Summary of experience for VCIO