Terms of Reference (TOR) for Managed Services Provider (MSP) for Ubiquiti Network Devices Support
Budget: $250 – $750 USD
1. Introduction
Signal Technologies is seeking the services of a Managed Services Provider (MSP) to provide ongoing support for its last-mile Ubiquiti network devices. These devices play a critical role in delivering broadband internet services across Liberia. The successful provider will ensure the optimal operation, maintenance, and management of our Ubiquiti network, which consists of Ubiquiti USGs, EdgeRouters, Switches, LTU Rocket, Rocket Prism PTMP, PTP devices, AC Mesh access points, managed by Ubiquity Cloud Controller and USIP.
2. Objectives
The primary objective of this TOR is to outline the responsibilities and scope of work required from the selected MSP to support, monitor, maintain, and provide troubleshooting services for Signal Technologies’ Ubiquiti network devices. This will ensure the network operates efficiently, securely, and without interruption, contributing to the success of the organization's operations.
3. Scope of Work
The MSP is expected to provide the following services:
3.1. Remote Support Services
Provide remote technical support for Ubiquiti network devices, ensuring the resolution of any issues or malfunctions encountered by Signal Technologies’ team or customers.
Work with Signal Technologies’ field technicians to diagnose and resolve problems, particularly concerning UniFi network devices.
3.2. 24/7 Network Monitoring
Implement and maintain continuous network monitoring services to detect and report network outages, performance issues, or potential vulnerabilities.
Proactively identify and resolve issues before they impact network performance or service delivery.
3.3. Regular Maintenance and Updates
Perform scheduled maintenance of Ubiquiti devices, ensuring all hardware and software are up to date with the latest firmware versions and security patches.
Provide reports detailing all maintenance work carried out, including any necessary recommendations for network improvements.
3.4. Priority Response Time
Ensure a priority response time for critical network issues, including service outages or severe performance degradation.
Provide clear Service Level Agreements (SLAs) indicating response times for different levels of issues (e.g., critical, major, and minor issues).
3.5. UniFi Setup and Configuration
Assist in the setup and configuration of UniFi devices, including access points, switches, and routers.
Ensure network configurations are optimized for security, performance, and scalability.
Provide occasional on-site support for major deployments when required.
3.6. UniFi Troubleshooting
Diagnose and resolve connectivity, performance, or security issues related to the UniFi network with remote or on-site support as necessary.
Guide Signal Technologies’ field technicians on how to effectively troubleshoot and resolve UniFi-related issues.
3.7. UniFi Maintenance and Upgrades
Perform regular UniFi device maintenance, including software updates and hardware checks.
Upgrade devices and configurations when necessary to ensure peak performance and security compliance.
Provide documentation and reports for all upgrade activities, detailing the changes made and their impact on the network.
4. Network Infrastructure Overview
Signal Technologies’ Ubiquiti networks comprise the following devices and systems:
Ubiquiti USG, EdgeRouters, and Switches
LTU Rocket and Rocket Prism PTMP and PTP Devices
AC Mesh Access Points
Managed by Ubiquiti Cloud Controller and USIP
5. Deliverables
24/7 network monitoring with alerts and reporting on network performance.
Monthly maintenance and upgrade reports.
Documentation of all configurations, setups, and any major changes to the network.
Incident reports for any troubleshooting or issue resolution efforts.
Annual performance review and recommendations for network optimization.
6. Requirements of the MSP
The MSP must have:
Proven experience with managing and supporting Ubiquiti networks, particularly in challenging environments such as rural or underserved areas.
Expertise in working with Ubiquiti USG, EdgeRouters, Switches, LTU Rocket, Rocket Prism, AC Mesh Access Points, and UniFi Cloud Controllers.
Strong knowledge of networking principles and best practices, especially in wireless point-to-point (PTP) and point-to-multipoint (PTMP) environments.
Ability to provide timely and effective remote and on-site support when required.
Certified technical personnel with expertise in Ubiquiti devices and networking.
7. Timeline and Contract Duration
The contract will commence from the date of signing and will be valid for an initial period of 12 months, with the possibility of extension based on performance and mutual agreement.
8. Proposal Submission Requirements
Interested MSPs should submit a detailed proposal including:
Company background and relevant experience.
A clear breakdown of the services provided under this TOR, including SLAs and pricing.
Team structure and qualifications.
A list of similar projects previously executed.
Any additional value-added services or innovations that can be provided.
9. Evaluation Criteria
Proposals will be evaluated based on:
Technical expertise and experience in managing Ubiquiti networks.
Quality of service delivery: response times, maintenance protocols, and monitoring tools.
Cost-effectiveness of the proposed service plan.
Ability to collaborate effectively with Signal Technologies’ internal team and field technicians.
Signal Technologies looks forward to engaging a qualified and experienced Managed Services Provider to ensure the reliable performance of its Ubiquiti last-mile network infrastructure.
Signal Technologies is seeking the services of a Managed Services Provider (MSP) to provide ongoing support for its last-mile Ubiquiti network devices. These devices play a critical role in delivering broadband internet services across Liberia. The successful provider will ensure the optimal operation, maintenance, and management of our Ubiquiti network, which consists of Ubiquiti USGs, EdgeRouters, Switches, LTU Rocket, Rocket Prism PTMP, PTP devices, AC Mesh access points, managed by Ubiquity Cloud Controller and USIP.
2. Objectives
The primary objective of this TOR is to outline the responsibilities and scope of work required from the selected MSP to support, monitor, maintain, and provide troubleshooting services for Signal Technologies’ Ubiquiti network devices. This will ensure the network operates efficiently, securely, and without interruption, contributing to the success of the organization's operations.
3. Scope of Work
The MSP is expected to provide the following services:
3.1. Remote Support Services
Provide remote technical support for Ubiquiti network devices, ensuring the resolution of any issues or malfunctions encountered by Signal Technologies’ team or customers.
Work with Signal Technologies’ field technicians to diagnose and resolve problems, particularly concerning UniFi network devices.
3.2. 24/7 Network Monitoring
Implement and maintain continuous network monitoring services to detect and report network outages, performance issues, or potential vulnerabilities.
Proactively identify and resolve issues before they impact network performance or service delivery.
3.3. Regular Maintenance and Updates
Perform scheduled maintenance of Ubiquiti devices, ensuring all hardware and software are up to date with the latest firmware versions and security patches.
Provide reports detailing all maintenance work carried out, including any necessary recommendations for network improvements.
3.4. Priority Response Time
Ensure a priority response time for critical network issues, including service outages or severe performance degradation.
Provide clear Service Level Agreements (SLAs) indicating response times for different levels of issues (e.g., critical, major, and minor issues).
3.5. UniFi Setup and Configuration
Assist in the setup and configuration of UniFi devices, including access points, switches, and routers.
Ensure network configurations are optimized for security, performance, and scalability.
Provide occasional on-site support for major deployments when required.
3.6. UniFi Troubleshooting
Diagnose and resolve connectivity, performance, or security issues related to the UniFi network with remote or on-site support as necessary.
Guide Signal Technologies’ field technicians on how to effectively troubleshoot and resolve UniFi-related issues.
3.7. UniFi Maintenance and Upgrades
Perform regular UniFi device maintenance, including software updates and hardware checks.
Upgrade devices and configurations when necessary to ensure peak performance and security compliance.
Provide documentation and reports for all upgrade activities, detailing the changes made and their impact on the network.
4. Network Infrastructure Overview
Signal Technologies’ Ubiquiti networks comprise the following devices and systems:
Ubiquiti USG, EdgeRouters, and Switches
LTU Rocket and Rocket Prism PTMP and PTP Devices
AC Mesh Access Points
Managed by Ubiquiti Cloud Controller and USIP
5. Deliverables
24/7 network monitoring with alerts and reporting on network performance.
Monthly maintenance and upgrade reports.
Documentation of all configurations, setups, and any major changes to the network.
Incident reports for any troubleshooting or issue resolution efforts.
Annual performance review and recommendations for network optimization.
6. Requirements of the MSP
The MSP must have:
Proven experience with managing and supporting Ubiquiti networks, particularly in challenging environments such as rural or underserved areas.
Expertise in working with Ubiquiti USG, EdgeRouters, Switches, LTU Rocket, Rocket Prism, AC Mesh Access Points, and UniFi Cloud Controllers.
Strong knowledge of networking principles and best practices, especially in wireless point-to-point (PTP) and point-to-multipoint (PTMP) environments.
Ability to provide timely and effective remote and on-site support when required.
Certified technical personnel with expertise in Ubiquiti devices and networking.
7. Timeline and Contract Duration
The contract will commence from the date of signing and will be valid for an initial period of 12 months, with the possibility of extension based on performance and mutual agreement.
8. Proposal Submission Requirements
Interested MSPs should submit a detailed proposal including:
Company background and relevant experience.
A clear breakdown of the services provided under this TOR, including SLAs and pricing.
Team structure and qualifications.
A list of similar projects previously executed.
Any additional value-added services or innovations that can be provided.
9. Evaluation Criteria
Proposals will be evaluated based on:
Technical expertise and experience in managing Ubiquiti networks.
Quality of service delivery: response times, maintenance protocols, and monitoring tools.
Cost-effectiveness of the proposed service plan.
Ability to collaborate effectively with Signal Technologies’ internal team and field technicians.
Signal Technologies looks forward to engaging a qualified and experienced Managed Services Provider to ensure the reliable performance of its Ubiquiti last-mile network infrastructure.