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Service Desk Managed
Service
Quote # GMI013543 Version 1
Matt Rupp
mrupp@wickenburgaz.gov
(928) 668-0516
Prepared for:
Angel.Sigman@gmi.com
480.803.1744
Town of Wickenburg
Opportunity 23986
P: (480) 998-0555 | www.gmi.com
GMI is a Women, Minority Owned Total IT Solutions provider helping solve business challenges. GMI offers
not only procurement, but we have four primary practice areas – Security, Networking and Collaboration,
Wireless and Mobility, Cloud and On-Premise. GMI’s differentiator is our “security by default” approach in
which security is at the base of our offerings ensuring that your business is always secure and protected.
THE GMI PROMISE
Discover unparalleled IT solutions with GMI, where excellence is not just a commitment but a promise.
Unlike other full-service IT solution providers, GMI distinguishes itself through a relentless dedication to
your success. We understand that technology should serve as an enabler, not a detractor, and thus, we
adopt a highly consultative approach tailored to your unique business needs. By immersing ourselves in
understanding your operations, GMI goes beyond merely supporting your infrastructure and growth
requirements; we provide invaluable guidance on emerging technologies, ensuring you stay ahead of the
curve. With GMI, embrace a partnership that transcends traditional IT services, propelling your business
towards unparalleled success.
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OUR APPROACH • HOW WE THINK
We are an enterprise solutions provider delivering IT-managed services, infrastructure, and innovative
solutions that optimize systems, storage, security, data monitoring, telephony networks, and technical staff
for every facet of your environment networks.
Over many years of working with Enterprise level clients, GMI has developed several best practices
VOICE OF THE CUSTOMER:
We always listen to the customer’s needs, challenges, and the business problems that they are trying to
solve. With a clear understanding of the challenge and expectations, we can provide a solution within
budget and time frame to our customers. GMI prides itself on solving problems, not just selling things.
COMMUNICATION:
We believe in clear and effective communication often with the customer. This ensures that any issues and
challenges are quickly addressed and resolved.
KPIs & SCORECARDS:
We measure our performance against the KPIs, and scorecards defined by our customers and regularly
monitor/address it with our customers.
ASSESSMENT & ANALYSIS:
Every client engagement begins with a detailed assessment to identify risks and build a gap analysis for
our clients. Priorities are assigned to the tasks with timelines to ensure the successful achievement of the
objectives.
SECURITY FIRST:
The value differentiator for GMI is our Secure MSP™ model. Every interaction and product have integrated
security. In today’s business environment, bad actors and cyber threats are the greatest risk to your
business. By providing solutions with a Security first perspective, GMI ensures that security is intertwined in
every product and service versus security being a “bolt-on” afterthought.
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Statement of Work
This Statement of Work (“SOW”) is made by and between Global Market Innovators, Inc., or its designated affiliate (“GMI”) and
Town of Wickenburg (“Client”).
Service Desk
Scope of Services
GMI will continue to perform the routine tasks and activities associated with ongoing management of Client’s IT systems. The
Service Desk Services outlined below have been customized to Client’s individual needs and business requirements.
Service Desk
The GMI Service Desk team provides ongoing support for workstations, end users, active directory, and Office 365. Service Desk
services include:
o Multiple methods of reaching GMI Support, including phone, web portal, and email
o Creation of support tickets via GMI Help Desk system
o Initial incident triage by GMI Help Desk resources
o Escalation of advanced issues to Client-designated support team per mutually agreed escalation procedures
End User Support
o Workstation Support for core OS applications and components for Windows and MacOS
o Connections to external Printers, Projectors, and other devices
o Removal and installation of applications with standard installation packages
o High level application knowledge base support for:
Adobe Reader
Common Web Browsers
o Active Directory (AD) and O365 user account provisioning and deprovisioning
Account password resets
Account creation, deletion, unlocking, and modification
Workstation Management
o Monitoring and reporting of key metrics including disk space usage, processor load, memory usage and endpoint
availability
o Remote system administration support of the endpoint operating system including security/permissions
assignments, OS dependency applications/components, performance tuning, and general configuration
o Patch management with included monthly reviews of needed critical patches and processing during approved
maintenance windows
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Active Directory Administration
o Active Directory health monitoring and availability management.
o Assistance with basic adds, moves, and changes.
o Ongoing cleanup, disabling and removal of unused user and computer accounts
Includes a Bi-Annual AD Cleanup
o Group Policy changes and container adjustments (OU's, groups, etc.)
Microsoft Office 365 Administration
o Single point of contact for Client Office 365 issues
o Administration of access to Office 365 administration portal
o User and Group mailbox creation, modification, and disabling
o Implementation and configuration of custom email filtering for up to (4) policies
Scope Limitations:
Up to (150) managed and monitored workstations
Up to (500) users for O365 and Active Directory administration
Fees
The following fees are based on the scope of services and expectations outlined in this SOW. Any additions to the current scope
of services and/or assumptions may result in a change to these fees.
Description
Monthly
Extended Fee
Service Desk Services
$6,215.74
$74,588.88
ConnectWise Automate Licenses (150)
Included
Total Recurring:
$6,215.74
$74,588.88
Dispatch
The following fees are to give visibility to the cost of dispatching a resource to perform on-site services including the cost for each
trip:
Description
Hourly
Per Trip
Dispatch Hourly
$80.00
Trip Charge (Includes Mileage + Drive Time per day)
$350.00
Because dispatch is not an on-going agreement resources must be allocated to dispatch on-site. A minimum of 4 weeks’ notice
would be appreciated when requiring a dispatch resource, but GMI will make best efforts to accommodate otherwise.
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Document Deliverables
GMI will provide the following Document Deliverable(s) as part of the Services:
Monthly system health reports
Monthly ticket reports
Quarterly Executive Briefing
Review status of service offering
Suggested improvement opportunities
Business Updates
Recalibration
At the beginning of each quarter the number of Client users and workstations, shall be assessed, and the price will scale based
on the number of users and workstations. GMI reserves the right to perform a mid-month recalibration in the event of a
significant change (ex. Acquisition of a new office)
Pricing is based on a minimum of 70% of the totals listed within this SOW. If the numbers fall beyond 70% GMI reserves the right
to reprice services.
Service Desk Service Level Agreements
GMI classifies service tickets in the following manner:
Urgent: These are issues impacting an entire site. For example, an ISP outage has caused an entire site to lose access to the
Internet.
High: These are issues impacting an entire workgroup. For example, an application error that prevents the Accounting
department from using their primary Accounting tool (QuickBooks).
Medium: These are issues impacting a single user. For example, a user’s desktop has blue screened.
This is the default classification given to tickets.
Low: These are moves, additions and changes or other requests for new functionality. For example, a user is requesting an
application to be installed.
Service Ticket Priorities
Urgent - 15 minutes human response, 1 hour resolution plan, 2-hour resolution goal
High - 15 minutes human response, 4-hour resolution plan, 8-hour resolution goal
Medium - 15 minutes human response, 8-hour resolution plan, 24-hour resolution goal
Low - 15 minutes human response, 16-hour resolution plan, 48-hour resolution goal
Once a service ticket is classified, we seek to respond, create a resolution plan and resolve these tickets in the timeframes
defined above. Note that in some cases, GMI will have to engage a third party, a
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telecommunications provider (ISP) or a software vendor, to address an issue and these times may be impacted by that third
party. GMI uses ticket status classifications.
These SLA response times defined above apply to all hardware or software that is under a valid support
contract.
Assumptions and Responsibilities
GMI will provide all Services and Deliverables subject to the following assumptions and responsibilities:
1. Client shall be responsible for:
a. Definition of permission and access levels for Active Directory principals (users/groups)
b. Notification of all relevant changes in access requirements (onboardings, terminations, etc.)
c. Software licensing including the OS, installed applications and CAL
d. Software media for installation\configuration.
e. Provide authorized maintenance windows as required
2. Work under this SOW will be performed remotely.
3. There is a change freeze from: November 20th to December 1st and December 15th to January 6th for all Service Desk
services.
4. GMI resource hours required to resolve unplanned Client-caused outages are billable. Root Cause Analysis will be provided
prior to invoicing.
5. GMI resource performing Service Desk services will first analyze Client request for required GMI level of effort. Any Client
request greater than a combined total of twenty (20) hours in a two (2) consecutive week period will be considered a Project
and out of scope.
6. GMI is not responsible for delays or repeated tasks caused by factors outside GMI’s control. These factors include availability
of Client, equipment, and telecommunications provider services. Client will compensate GMI for any out-of-scope work
requested by Client on an hourly basis at GMI’s standard hourly rates (unless otherwise agreed to in writing by the Parties).
Term
1. The Parties may terminate this SOW as set forth below.
a. Nonpayment. If GMI believes in good faith that Client’s ability to make payments may be impaired, or if Client fails to pay
any invoice when due and Client does not make such payment within five (5) days after receipt of written notice from
GMI of such failure, then GMI may, in GMI’s sole and absolute discretion, either (a) suspend the performance of any
Service until such payment is made; or (b) terminate this SOW in its entirety.
b. Material Breach. In the event either Party materially breaches any provision of this SOW and fails to remedy such breach
within thirty (30) business days of receipt of written notice from the non-breaching Party, then the non-breaching Party
may immediately terminate this SOW. Notwithstanding the foregoing, GMI may suspend performance under this SOW
due to Client’s failure to fully pay the undisputed amounts payable thereunder when due.
c. Insolvency. Either Party may immediately terminate this SOW, with written notice to the other Party, upon (a) the
institution by or against the other Party of insolvency, receivership, or bankruptcy proceedings or any other proceedings
for the settlement of the other Party's debts, (b) the other Party making an assignment for the benefit of creditors, (c) the
other Party becoming insolvent, or (d) the other Party's dissolution or ceasing to do business (or its adoption of a
resolution for either).
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2. In the event of any termination or expiration of this SOW, Client shall pay GMI for all Services rendered as of the effective
date of termination or expiration, including without limitation Services or work in process (including Fees and other amounts
that relate to labor and materials provided by GMI). Any deposits paid shall be non-refundable. The exercise of the right to
terminate this SOW shall be in addition to any other right and remedy provided in this SOW or existing at law or in equity that
is not otherwise excluded or limited under this SOW.
3. The Project start date will be mutually agreed upon by the Parties following the execution of this SOW by both Parties.
4. The agreement’s duration will be approximately 12 months.
Acceptance
Client shall have ten (10) business days following GMI’s delivery of the Deliverables set forth herein to accept such Deliverables.
Client’s acceptance shall be deemed to have occurred upon the expiration of such ten (10) business day review period. If Client
does not accept the Deliverables, then Client shall provide GMI with written notice of such deficiency prior to expiration of the ten
(10) business day review period, in which event GMI shall have a reasonable amount of time (not to exceed thirty (30) days
unless otherwise agreed to by the Parties) to cure the deficiency or provide Client with a plan to cure the deficiency that is
reasonable under the circumstances.
Expenses
Client shall reimburse GMI for all reasonable expenses incurred by GMI in connection with the performance of the Services,
pursuant to invoices submitted to Client with Client’s approval.
Billing and Payment
All Fees and expenses shall be paid in accordance with the terms of this SOW:
1. Managed Service fees will be billed in monthly increments. The first month’s fees will be billed upon the start of the
agreement.
2. GMI will send all invoices to:
____________________________
____________________________
Attention: Accounts Payable
Accounts Payable Contact: __________________________,
Phone: _________________
3. Client agrees to pay the net amount of each invoice, without offset or deduction, within thirty (30) days after the invoice date.
Should Client in good faith dispute any portion of an invoice or other claim of amount due, Client shall (a) pay all non-
disputed amounts on the invoice when due, (b) notify GMI in writing of the disputed amounts by the date when payment
would otherwise have been due, (c) cooperate with GMI and use its best efforts to resolve the dispute promptly, and (d) pay
the agreed-upon portion of the disputed amount promptly upon resolution of the dispute.
4. Please fill out the appropriate information as follows:
c Client issues system-generated Purchase Orders for service engagements. Please fill in the Purchase Order Number below
and attach a hard copy of the Purchase Order to this signed SOW. Services cannot be performed until a hard copy of the
Purchase Order is received.
P.O. Number: ______________________________
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5. Payments on all invoices shall be made payable and delivered to:
Global Market Innovators, Inc.
8399 E. Hartford Dr.
Scottsdale, AZ 85255
Attention: Accounting
Electronic payments are accepted. Please contact GMI for electronic payment information.
Changes
Any modification or deviation to this SOW, including Deliverables, timeframes, and related pricing, shall be requested by a Party
by submitting a written change request in the form attached (a “Change Request”) to the other Party. If any such change causes
an increase or decrease in the cost or time required for performance of the work, the price and/or delivery schedule shall be
equitably adjusted and identified within the Change Request.
Additional Terms and Conditions
1. Expiration of Offer. This SOW will expire and be of no force or effect if it is not executed by Client within thirty (30) days of
the date first set forth above.
2. GMI prohibits unlawful discrimination or harassment against employees on the basis of age, race, sex, color, religion,
national origin, disability, military status, genetic information, or any other status protected by applicable state or local law.
Harassment includes verbal or physical conduct which has the purpose or effect of substantially interfering with an
individual’s work performance or creating an intimidating, hostile, or offensive work environment. This policy applies to all
employees and non-employees such as customers, clients, vendors, and consultants.
3. Payment Obligations. In the event of any termination or expiration of this SOW, Client shall pay GMI for all Services rendered
as of the effective date of termination or expiration, including without limitation Services or work in process (including Fees
and other amounts that relate to labor and materials provided by GMI). Any deposits paid shall be non-refundable.
4. Fee Increases. Fees are subject to an annual cost of living adjustment in accordance with the annually published Consumer
Price Index (CPI). These annual fees will not increase by more than ten (10%) percent per year but shall never be less than
a three (3%) percent increase per year. This increase will be applied annually on the anniversary date on which such fees
first came into effect. All fee adjustments will be communicated to the Client in writing at least thirty (30) days prior to the
effective date of the fee adjustment.
5. Intellectual Property. All rights, title, and interest in and to Deliverables under this SOW shall be retained and reserved by
Client and for those items which are protectable by copyright shall be owned exclusively by Client as “works made for hire,”
pursuant to the United States Copyright Act (17 U.S.C. § 101, et seq.). All rights, title, and interest in and to GMI resources
and all proprietary information and intellectual property of GMI shall be reserved and retained by GMI, and owned exclusively
by GMI without any license or transfer of ownership with respect thereto to Client. All rights not expressly granted by GMI are
reserved by GMI. Nothing contained herein shall be interpreted to prevent GMI from performing similar services for any third
party.
6. Disclaimer of Warranties. ALL SERVICES AND DELIVERABLES ARE PROVIDED ON AN “AS-IS” AND “AS-AVAILABLE”
BASIS, AND ALL REPRESENTATIONS AND WARRANTIES CONCERNING ANY SERVICE OR DELIVERABLE, IMPLIED,
STATUTORY, OR OTHERWISE, ARE HEREBY EXPRESSLY DISCLAIMED AND EXCLUDED TO THE MAXIMUM EXTENT
PERMITTED BY APPLICABLE LAW, INCLUDING ANY WARRANTY OF MERCHANTIBILITY, SUITABLITY OR FITNESS
FOR A PARTICULAR PURPOSE, NONINFRINGEMENT, TITLE, SATISFACTORY QUALITY, OR NON-INTERFERANCE,
OR ANY WARRANTY ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. GMI DOES NOT
GUARANTEE DETECTION OF ANY OR ALL SECURITY INCIDENTS OR PREVENTION OF ANY OR ALL SECURITY
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INCIDENTS IN PERFORMANCE OF THE SERVICES UNDER THIS AGREEMENT. CLIENT ACKNOWLEDGES THAT NO
REPRESENTATIONS OR WARRANTIES ARE MADE BY GMI WITH RESPECT TO ANY RESULTS OR OUTCOME FROM
PERFORMANCE OF THE SERVICES. BECAUSE SOME STATES OR JURISDICTIONS DO NOT ALLOW LIMITATIONS
ON HOW LONG AN IMPLIED WARRANTY LASTS, THE ABOVE DISCLAIMER AND EXCLUSION MAY NOT APPLY.
7. Limitation of Liability. TO THE FULLEST EXTENT PERMITTED BY LAW, NEITHER PARTY SHALL BE LIABLE TO THE
OTHER PARTY FOR, ANY INDIRECT, SPECIAL, INCIDENTAL, EXEMPLARY, PUNITIVE, OR CONSEQUENTIAL
DAMAGES OF ANY KIND OR NATURE ARISING UNDER OR IN CONNECTION WITH THIS AGREEMENT, OR FOR
COSTS, FINES, AND OTHER EXPENSES RELATED TO A CYBERSECURITY EVENT OR BREACH, COVER, BUSINESS
INTERRUPTION, LOSS OF PROFIT, REVENUE, DATA, OR GOODWILL, OR PROPERTY DAMAGE, FAILURE, OR
MALFUNCTION, REGARDLESS OF WHETHER SUCH DAMAGES WERE FORESEEABLE, WHETHER CLIENT HAD
BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, HOW SUCH DAMAGES WERE CAUSED, OR WHETHER
ANY REMEDY SET FORTH HEREIN FAILS OF ITS ESSENTIAL PURPOSE OR OTHERWISE. THE MAXIMUM,
CUMULATIVE, AND AGGREGATE MONETARY LIABILITY OF EITHER PARTY FOR ANY CLAIM UNDER OR IN
CONNECTION WITH THIS SOW SHALL NOT EXCEED THE FEES ACTUALLY PAID TO COMPANY FOR THE
SERVICE(S) GIVING RISE TO THE CLAIM(S). THE LIMITATIONS OF LIABILITY CONTAINED IN THIS AGREEMENT
APPLY TO ALL CAUSES OF ACTION OR CLAIMS IN THE AGGREGATE UNDER ANY LEGAL OR EQUITABLE THEORY,
WHETHER IN CONTRACT, TORT (INCLUDING NEGLIGENCE), OR OTHERWISE.
8. No Solicitation. Client agrees that the personnel of GMI as well as the personnel of any GMI subcontractor are critical to
GMI’s and the subcontractor’s ability to provide the Services. Accordingly, during the term of this SOW, and for a period of
twelve (12) months following the expiration or termination of this SOW, or, in the alternative, in the event any reviewing court
finds twelve (12) months to be overbroad in duration and unenforceable, for a period of nine (9) months following the
expiration or termination of this SOW, or, in the alternative, in the event any reviewing court finds nine (9) months to be
overbroad in duration and unenforceable, for a period of six (6) months following the expiration or termination of this SOW,
Client shall not, either directly or indirectly, solicit, make offers of employment, hire in any capacity, or accept any services or
work from any of GMI’s or its subcontractor’s employees, personnel, or contractors who are associated with the performance
of Services hereunder, without GMI’s prior written consent.
9. Miscellaneous. Any action related to this SOW shall be governed by and construed in accordance with the laws of the State
of Arizona, without regard to conflicts of laws principles. The state and federal courts located in Maricopa County, Arizona
shall have exclusive jurisdiction and venue over any dispute arising hereunder or related hereto, and the Parties hereby
consent to the personal jurisdiction and venue of these courts. Notwithstanding the foregoing, GMI shall have the right to
seek injunctive or pre-judgment relief in any court of competent jurisdiction to prevent or enjoin the misappropriation, misuse,
infringement, or unauthorized disclosure of GMI’s Confidential Information or intellectual property rights. Any waiver of any
rights under this SOW must be in writing and signed by the waiving Party, and any such waiver shall not operate as a waiver
of any further right hereunder. The execution of this SOW may be made in two or more original or facsimile counterparts,
each of which will be deemed an original, but all of which together shall constitute one and the same instrument.
10. This contract is subject to the Terms and Conditions of the Contract Vehicle “Mojave Contract #21G-GMI-0724” “Contract
Vehicle.” In the event of any conflicts between the Terms and Conditions of this SOW and the Contract Vehicle, the Contract
Vehicle terms will prevail.
GMI and Client have executed this SOW effective as of date of the last signature below (“Effective Date”) by their duly authorized
representatives. GMI and Client, by their respective signatures below, expressly acknowledge and agree they have carefully read
this SOW, and that they are bound by the terms herein.
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MOHAVE contract no. 21G-GMI-0724 Telecommunications
Send POs to orders@mesc.org
Qty
Manufacturer Part #
Long Description
Recurring
1
GMI-PROD-11308
Mohave Service Desk Managed Services
$6,215.74
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Service Desk Managed Service
Prepared by:
Prepared for:
Quote Information:
GMI
Town of Wickenburg
Quote #: GMI013543
Angel Sigman
480.803.1744
Angel.Sigman@gmi.com
155 N. Tegner Street
Suite A
Wickenburg, AZ 85390
Matt Rupp
(928) 668-0516
mrupp@wickenburgaz.gov
Version: 1
Delivery Date: 08/11/2025
Expiration Date: 09/07/2025
Monthly Expenses Summary
Description
Amount
Recurring Fees
$6,215.74
Monthly Total:
$6,215.74
Summary of Selected Payment Options
Description
Amount
Monthly Billing: Monthly Billing
Selected Recurring Payment
$6,215.74
Total of Recurring Payments
$74,588.88
Send orders to gmi.orders@gmi.com
Global Market Innovators Standard Terms and Conditions are as follows:
By ordering product, software or services you agree to Global Market Innovators Standard Terms and Conditions. Applicable
sales tax and freight are excluded and will be calculated at the time of shipping unless specifically requested. Pricing is valid for
30 days except for special or promotional offers which may terminate earlier. In the event of a vendor price change we will notify
you before the order is placed and adjust your price accordingly. All returns and exchanges are subject to authorization within 30
days of purchase unopened and may be subject to a 15% restocking fee. Software/Licensing is non-returnable.
By signing and dating the above referenced quote, customer authorizes purchase and agrees to Global Market Innovators
Standard Terms and Conditions.
** This document is proprietary and confidential. No part of this document may be disclosed in any manner to a third party without
the prior written consent of Global Market Innovators**
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GMI
Town of Wickenburg
Signature:
Name:
Date:
Signature:
Name:
Title:
Date:
08/11/2025
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