Question:
Could you please provide some clarification regarding Council’s current third-party support arrangements for the telecommunications and NEC phone environment?

Specifically, can Council confirm whether the successful MSP is expected to:

A) provide direct, hands-on technical support and specialist expertise for the NEC phone system, including configuration, troubleshooting, moves/additions/changes and fault resolution; or

B) act as Council’s technical liaison and service manager, coordinating and managing requests, faults and escalations with Council’s existing telecommunications carriers and specialist third-party support providers through to resolution?

It would also be helpful to understand what existing third-party support or maintenance agreements are currently in place for the NEC environment, and whether these agreements will remain in place following commencement of the MSP contract.

This clarification will help us clearly understand the level of telecommunications expertise and support capability the MSP is expected to provide directly, versus the responsibility for managing and coordinating existing third-party providers on Council’s behalf.

Answered on 18/Sep/2026 07:19 AM:


Council confirms that neither option A nor option B is required of the successful MSP.

For the current NEC phone system, Council’s has an existing specialist support provider, who provides ad hoc technical support as required. Council’s ICT Officer is able to undertake basic management and administration of the NEC system internally.

The successful MSP’s responsibility in relation to the NEC phone system will be limited to providing and supporting access to the underlying network. The MSP will not be required to provide specialist NEC support or to manage and coordinate R&O Communications or other telecommunications providers on Council’s behalf.

The current arrangement meets Council’s operational requirements and is expected to continue following commencement of the MSP contract. Council may, however, consider an upgrade or replacement of the existing phone system in the future, where future MSP input may be required.

Thank you.

Question:
We notice council is using Civica Practical ERP. Does council has plan to migrate to Civica Altitude ?

Answered on 19/Sep/2026 01:03 PM:


Council is in the process of reviewing options for its future ERP requirements, and no decisions have been made at this stage. Any future solution will be subject to Council’s procurement processes.

Question:
Hello,

Can Council please confirm if there are any Wireless Access Points or Point to Point Radio links that require support as part of this engagement?

Thank You.

Answered on 19/Sep/2026 01:03 PM:


Council currently has 13 Ubiquiti Access Points installed across various sites, ranging from outdoor Wi-Fi extenders to ceiling-mounted indoor APs. Council does not currently have any Point-to-Point radio links. These numbers may change in the future.

Question:
To understand the network topology further, are any of the sites sharing an internet connection and firewall? If possible, can you share the internet and firewall's present at each site?

Answered on 21/Sep/2026 11:53 AM:


The four sites (Administration Office, Council Depot, Visitor Information Centre and Council Library) share a single 100 Mbps internet connection, with all internet traffic passing through a single SonicWall TZ 570 firewall. Gyrica Gardens is a remote access site with no physical connection to the Council network at that location. The staff located at that site, access via VPN – SonicWall NetExtender.

Question:
Please confirm the final date and time for submitting tender clarification questions. The Request Summary, Part A timetable and Part A narrative appear to contain different dates.

Answered on 23/Sep/2026 11:14 AM:


This has been amended to align with the removal of the reference to 'Business days'.

2 October , 2pm is the final date and time for submitting tender queries.

Thank you,

Question:
Please provide the QITC Contract Details, applicable Modules, Order Forms and any proposed service levels, or confirm when these documents will be issued.

Answered on 23/Sep/2026 11:12 AM:


The QITC Contract Details, Modules and Order Forms are available from the Queensland Government QITC framework at: Queensland Information Technology Contracting (QITC) framework - Dataset - Publications | Queensland Government. https://www.publications.qld.gov.au/dataset/qitc-framework

The applicable QITC Contract Details, Modules, Order Forms and service levels will be developed with the successful Tenderer, having regard to the successful Tenderer’s proposed solution and the requirements of this Invitation to Tender.

Question:
1. Please confirm the final date and time for submitting tender clarification questions. The Request Summary, Part A timetable and Part A narrative appear to contain different dates.

2. Please provide the QITC Contract Details, applicable Modules, Order Forms and any proposed service levels, or confirm when these documents will be issued.

3. Please provide the previous 12 months of support ticket volumes, including priorities, service categories, after hours incidents and onsite visits.

4. Please confirm the required service hours, priority definitions, response and resolution targets, after hours coverage and onsite attendance expectations.

5. Please confirm the authoritative baseline for users, endpoints, servers, Microsoft licences, mailboxes and other managed assets where quantities differ across the documents.

6. Please confirm the current ownership and renewal dates for Microsoft, Veeam, Webroot, SonicWall and other licences, and whether the successful MSP will be required to supply these licences.

7. Please confirm whether ISO 27001 certification and annual external security audit reports are mandatory, or whether demonstrably aligned information security controls will be accepted.

8. Please confirm whether the required $10 million cyber insurance must be held at the time of tender submission, or whether it may be put in place before the commencement of the contract.

9. Please confirm the incumbent MSP’s transition assistance obligations, the expected overlap period and the availability of current documentation, credentials, asset records and configuration information.

10. Please confirm whether Council requires regular scheduled onsite attendance and whether travel and accommodation costs should be included within the monthly managed service fee or separately itemised.

11. Please confirm Council’s backup recovery objectives, restore testing requirements, retention requirements, tape handling arrangements and disaster recovery testing expectations.

12. The pricing workbook moves from item 10 to item 12 and refers to “Peak” in the professional services section. Please confirm whether this reference should be Quilpie Shire Council and whether the numbering should remain unchanged.

Answered on 23/Sep/2026 01:17 PM:


1. Please confirm the final date and time for submitting tender clarification questions. The Request Summary, Part A timetable and Part A narrative appear to contain different dates.

This has been updated ' removal of 'business days'. Query cut off is 2pm, 2 October 2026.

2. Please provide the QITC Contract Details, applicable Modules, Order Forms and any proposed service levels, or confirm when these documents will be issued.

The QITC Contract Details, Modules and Order Forms are available from the Queensland Government QITC framework at: Queensland Information Technology Contracting (QITC) framework - Dataset - Publications | Queensland Government. The applicable QITC Contract Details, Modules, Order Forms and service levels will be developed with the successful Tenderer, having regard to the successful Tenderer’s proposed solution and the requirements of this Invitation to Tender.


3. Please provide the previous 12 months of support ticket volumes, including priorities, service categories, after hours incidents and onsite visits.

Council does not currently maintain historical reporting at the level of detail requested for support ticket volumes, priorities, service categories, after-hours incidents or onsite visits.

Based on Council’s experience with the current support arrangement, it is estimated that approximately 10–15 support interactions occur per week between Council and the current Service Provider.

This figure is indicative only and is not derived from formal ticketing data.

A reliable historical breakdown by priority, service category, after-hours incidents or onsite visits is not currently available


4. Please confirm the required service hours, priority definitions, response and resolution targets, after hours coverage and onsite attendance expectations.

Council does not currently maintain formal priority definitions or defined response or resolution targets. Due to the size and operational requirements of Council, support requests are generally managed based on business impact and urgency, with critical service outages affecting Council operations receiving priority.

After-hours support is not routinely required. It would generally only be required in exceptional circumstances involving a critical service outage or significant issue affecting Council operations.


5. Please confirm the authoritative baseline for users, endpoints, servers, Microsoft licences, mailboxes and other managed assets where quantities differ across the documents.

The quantities provided in the Invitation to Tender are indicative of Council's current ICT environment and are provided to assist Tenderers in developing their proposed solution and pricing. The detailed asset and licensing information in Part B – Specification should be used as the current indicative baseline for tendering purposes.

Tenderers should allow for reasonable variations in user, device, licence and managed asset quantities. The final quantities, including users, endpoints, servers, Microsoft licences, mailboxes and other managed assets, will be validated with the successful Tenderer during transition planning and onboarding. Any discrepancies identified during that process will be reconciled as part of establishing the agreed managed environment.

If you feel quantities differ across documents, please state your assumptions in your response.

6. Please confirm the current ownership and renewal dates for Microsoft, Veeam, Webroot, SonicWall and other licenses, and whether the successful MSP will be required to supply these licenses.

The successful MSP will be responsible for the provision and ongoing management of the required licences. The specific licensing arrangements, including ownership, renewal and transition requirements, will be confirmed and finalised with the successful MSP as part of transition planning.

7. Please confirm whether ISO 27001 certification and annual external security audit reports are mandatory, or whether demonstrably aligned information security controls will be accepted.

Demonstrably aligned information security controls will be acceptable.

8. Please confirm whether the required $10 million cyber insurance must be held at the time of tender submission, or whether it may be put in place before the commencement of the contract.

The insurance may be put in place before the commencement of the contract.

9. Please confirm the incumbent MSP’s transition assistance obligations, the expected overlap period and the availability of current documentation, credentials, asset records and configuration information.

Transition arrangements, including the required transition activities, overlap period and the information and documentation required to support transition, will be developed with the successful Tenderer as part of transition planning. Council will work with the successful Tenderer and relevant incumbent service provider to facilitate an orderly transition and will make available relevant information and documentation held by Council, as appropriate.

10. Please confirm whether Council requires regular scheduled onsite attendance and whether travel and accommodation costs should be included within the monthly managed service fee or separately itemised.

Support is expected to be provided remotely in the normal course of operations. Onsite attendance is not routinely required and would generally only be expected in exceptional circumstances where an issue cannot reasonably be resolved remotely or through Council’s onsite ICT resources.

Where onsite attendance is required, the associated time, travel and accommodation costs are to be separately itemised and billed as a one-off charge. Such costs are not to form part of the regular monthly managed service fee.


11. Please confirm Council’s backup recovery objectives, restore testing requirements, retention requirements, tape handling arrangements and disaster recovery testing expectations.

Council does not currently maintain formally defined backup recovery objectives or formal restore testing requirements. Recovery priorities are determined based on the operational impact and criticality of the affected system.

Council’s current tape backup and handling arrangements are:

• Daily backups: Daily backup tapes are rotated weekly, excluding weekends. Tapes from the previous week are stored offsite.

• Monthly backup: A monthly backup is retained and stored offsite for archival purposes.

• End-of-financial-year (EOFY) backup: A separate EOFY backup is maintained for PCS.

• Tape replacement: Backup tapes are replaced annually, with approximately 3–4 spare tapes maintained.

The current arrangement is operational rather than based on formally documented recovery point or recovery time objectives.


12. The pricing workbook moves from item 10 to item 12 and refers to “Peak” in the professional services section. Please confirm whether this reference should be Quilpie Shire Council and whether the numbering should remain unchanged.

The numbering should remain unchanged. All required service provision is for Quilpie Shire Council. Peak Services is managing the procurement process on behalf of Quilpie Shire Council.

Question:
Hello, given the age of your on-prem server list, could you please supply the following information so that we can accurately assess the maintenance required.

Infrastructure Capacity Questionnaire requesting Storage Capacity, Storage Used, RAM, CPU Quantity, CPU Model for each server:

.



Physical Servers and Storage

Type Make/Model Quantity Location Storage Capacity Storage Used RAM CPU Quantity CPU Model

DR-Server1 Lenovo SR650 1 Depot

Store02-Server Lenovo SR550 1 Depot

BK-Server Lenovo SR550 1 Administration Office

Proxmox Server01 Lenovo SR630 1 Administration Office

Proxmox Server02 Lenovo SR630 1 Administration Office

Proxmox Server03 Lenovo SR630 1 Administration Office

SAN Dell SCv3020 1 Administration Office



Other Infrastructure

Type Make/Model Quantity Location Storage Capacity Storage Used RAM CPU Quantity CPU Model

Cloud Key Ubiquity 1 Admin Building

LT07 Tape Drive HP Enterprise 1 Admin Building



Virtual Servers

Type Name Infrastructure Platform Location Storage Capacity Storage Used RAM CPU Quantity CPU Model

Server (Virtual) DC03 Windows Server 2016 Administration Office

Server (Virtual) EX01 Windows Server 2025 Administration Office

Server (Virtual) PPLUS Windows Server 2019 Administration Office

Server (Virtual) RDS Windows Server 2016 Administration Office

Server (Virtual) DC04 Windows Server 2016 Depot

Server (Virtual) File01 Windows Server 2022 Administration Office

Server (Virtual) RM02 Windows Server 2016 Administration Office

Answered on 24/Sep/2026 09:39 AM:


Doc titled: Council_Server_Inventory.xlsx has been upload to the files attached to this tender.

The file lists Council’s physical servers, SAN, Cloud Key and tape drive, along with the virtual machine allocations and the recorded CPU, memory and storage information for each applicable item.

Thank you

Question:
The scope of the Managed Service is broad and well suited to most MSPs, howwever Cyber security is generally a specialist area, are you open to a specialst Cyber firm responding specifically for the Cyber component only?

Answered on 28/Sep/2026 06:46 AM:


Council acknowledges that cyber security is a specialist discipline and appreciates the interest from specialist cyber security providers. However, the cyber security services included within the current scope are predominantly operational in nature and are intended to form an integrated part of the broader Managed Services arrangement. Council is therefore seeking a single Managed Service Provider with overall responsibility and accountability for delivery of the full scope of services, including the cyber security components. Accordingly, Council is not seeking separate responses for the cyber security component only as part of this procurement. Council may, however, procure specialist cyber security services separately in the future where specific expertise or independent advice is required. This could include services such as virtual Chief Information Security Officer (vCISO), independent security assessments, penetration testing, cyber maturity assessments, or other specialist advisory services.

Question:
Could Council please confirm the minimum required public liability, professional indemnity and cyber liability insurance limits (and any other mandatory cover), and whether certificates of currency must accompany the tender response or may be provided by the successful tenderer before contract execution or service commencement? Please also confirm whether cover must be held during tender evaluation. This will help tenderers price the requirement accurately.

Answered on 24/Sep/2026 05:31 AM:


The insurance requirements are set out in Part D – Response Schedules, Schedule 4 – Insurances, Licenses and Registrations.

Tenderers are not required to hold the insurance during the tender evaluation process. The successful Tenderer will, however, be required to have insurance policies in place prior to execution of the Contract.

Where a Tenderer currently holds insurance policies, certificates of currency are to accompany the Tender Response. Where the cover is not currently held, the Tenderer should identify this in Schedule 4 and confirm its ability to obtain the cover if successful. Evidence of the cover must be provided prior to Contract execution.

Question:
Could we please obtain the model NEC phone system they have? This will indicate whether we can provide support.

Answered on 24/Sep/2026 08:48 AM:


The system appears to be either an SV8100 or SV8300, but the product label doesn’t specify which, and the system configuration files don’t indicate it either.

Question:
Hello

you list Teams Room in the items to be managed. Can you confirm what is in the Teams room, hardware wise. And if it is only 1 room.

Answered on 24/Sep/2026 11:55 AM:


The Teams Rooms licence was purchased in preparation for an upgrade to the Council Chambers conference room. However, the upgrade did not proceed. Therefore, there are no Teams Rooms requiring management or support.

Question:
Does the Admin office have a TID in place feeding the100mbps internet supply?

Answered on 29/Sep/2026 07:59 AM:


Yes, Council does have a TID. Feeding the admin building with the 100mbps internet supply

Question:
Q1: Schedule 4A asks for certificates of currency for Public Liability and Product Liability of at least AUD20M, Professional Indemnity of at least AUD5M, and Cyber Insurance of at least AUD10M, each for the duration of the Contract. Do the certificates need to show the full limits when we submit, or will Council accept a current certificate plus a written undertaking from us to put the required limits in place before the Contract is signed?

Q2: Schedule 3A asks for financial figures for the three years ending 30 June 2023, 2024 and 2025, or an accountant's letter dated within 7 days of submission confirming financial capacity and the current ratio. Can the accountant's letter be used instead of the financial table in all cases, including where the tendering entity has been trading for less than three financial years? If so, what else would Council want to see to meet the financial viability requirement in Part A, Section 9.2(d)?

Q3: Part B, Section 2.2 lists 56 end user devices (44 laptops, 5 Surface Pro laptops and 7 desktops), but Section 3.3 refers to "approximately 60 Windows 11 laptops". Section 2.2 also shows Veeam Backup for Microsoft 365 at 85 units and Webroot at 71 units. What device count and user count should we use for pricing?

Q4: How often does Council expect the MSP to attend site in person, both for scheduled visits and for incidents that cannot be resolved remotely? Should travel and accommodation costs be built into the monthly managed service fee, or charged separately?

Q5: Part B, Section 3.13 requires knowledge transfer from the current MSP, along with administrative credentials, documentation and configuration details. Is the current MSP contractually required to cooperate, and will Council help arrange this?

Answered on 29/Sep/2026 12:53 PM:


Q1: Schedule 4A asks for certificates of currency for Public Liability and Product Liability of at least AUD20M, Professional Indemnity of at least AUD5M, and Cyber Insurance of at least AUD10M, each for the duration of the Contract. Do the certificates need to show the full limits when we submit, or will Council accept a current certificate plus a written undertaking from us to put the required limits in place before the Contract is signed?

Tenderers are not required to hold the insurance during the tender evaluation process. The successful Tenderer will, however, be required to have insurance policies in place prior to execution of the Contract.

Where a Tenderer currently holds insurance policies, certificates of currency are to accompany the Tender Response. Where the cover is not currently held, the Tenderer should identify this in Schedule 4 and confirm its ability to obtain the cover if successful. Evidence of the cover must be provided prior to Contract execution.


Q2: Schedule 3A asks for financial figures for the three years ending 30 June 2023, 2024 and 2025, or an accountant's letter dated within 7 days of submission confirming financial capacity and the current ratio. Can the accountant's letter be used instead of the financial table in all cases, including where the tendering entity has been trading for less than three financial years? If so, what else would Council want to see to meet the financial viability requirement in Part A, Section 9.2(d)?


The accountant's letter may be provided in lieu of completing the financial figures table in Schedule 3A, including where the tendering entity has been trading for less than three financial years, provided the letter is dated within seven (7) days of the submission closing date and confirms the entity's financial capacity and current ratio as specified in the tender documentation.

Where a tenderer has been operating for less than three financial years, Council may also consider any additional information provided by the tenderer that demonstrates financial viability and capacity to perform the contract.


Q3: Part B, Section 2.2 lists 56 end user devices (44 laptops, 5 Surface Pro laptops and 7 desktops), but Section 3.3 refers to "approximately 60 Windows 11 laptops". Section 2.2 also shows Veeam Backup for Microsoft 365 at 85 units and Webroot at 71 units. What device count and user count should we use for pricing?

Council acknowledges the difference between the figures provided in the tender documentation.

The 56 end-user devices listed in Section 2.2 represents the currently allocated end-user devices. There are also a number of users who do not currently have an individually allocated device, as well as servers and other systems that are included within the Microsoft 365 and Webroot licence quantities.

For pricing purposes, respondents should therefore use the device quantities in Section 2.2 for end-user device support, and the respective licence quantities stated for Microsoft 365 and Webroot. The reference to approximately 60 Windows 11 laptops in Section 3.3 was intended as an approximate figure only.

Where pricing is based on users rather than devices, respondents should allow for the users supported by Council in addition to the device count above.

Q4: How often does Council expect the MSP to attend site in person, both for scheduled visits and for incidents that cannot be resolved remotely? Should travel and accommodation costs be built into the monthly managed service fee, or charged separately?

Support is expected to be provided remotely in the normal course of operations. Onsite attendance is not routinely required and would generally only be expected in exceptional circumstances where an issue cannot reasonably be resolved remotely or through Council’s onsite ICT resources.

Where onsite attendance is required, Council would expect travel and accommodation costs to be clearly identified and itemised.

Q5: Part B, Section 3.13 requires knowledge transfer from the current MSP, along with administrative credentials, documentation and configuration details. Is the current MSP contractually required to cooperate, and will Council help arrange this?

Council will support and facilitate the transition from the current MSP to the successful Supplier, with the objective of achieving a smooth and orderly transition of services.

Question:
Good Afternoon!

With regards to the Veeam Data Platform Essentials, does QSC only require Veeam Backup and replication, or do you require Veeam One monitoring and Orchestration as well?

Also, for the Veeam Backup for Microsoft 365, is QSC using your own Backup storage? We're seeking confirmation whether it is just software licenses x 85 or if SaaS VDC M365 is required.

Thank you.

Answered on 29/Sep/2026 12:54 PM:


QSC only requires Veeam Backup & Replication. Veeam ONE Monitoring and Veeam Orchestrator are not currently required.

Veeam Backup for Microsoft 365 uses Council’s existing local backup storage. QSC therefore requires the Veeam Backup for Microsoft 365 software licences only and does not require SaaS VDC for Microsoft 365.

Question:
Is Quilpie Shire Council covered under ICTSS.1305/1308

Answered on 29/Sep/2026 07:58 AM:


No, Quilpie Shire Council is not covered under ICTSS.1305/1308.

Question:
1: Council has confirmed a Telstra Internet Direct 100 Mbps service at the Administration Office. How do the Depot, Visitor Information Centre, Library and Gyrica Gardens connect to the Administration Office or to the internet (for example point-to-point wireless, NBN or other carrier services)? Are those links in scope for management?

2: Part B doesn't specify response or resolution targets. Does Council have target service levels, or should tenderers propose them in Schedule 7?

3: Part B mentions agreed arrangements for emergencies and after-hours incidents. Does Council expect after-hours cover to be part of the recurring service, or charged when used at after-hours rates?

4: Does Council expect regular or scheduled onsite attendance at Quilpie? If so, how often? Should travel and accommodation for onsite attendance be priced separately in the Pricing Schedule?

5: Can Council provide incident and service request volumes for the last 12 months, broken down by category if available?

6: Part B lists Webroot as the current endpoint protection product. Can tenderers propose an alternative endpoint detection and response platform, or must Webroot be retained?

Answered on 29/Sep/2026 01:05 PM:


1: Council has confirmed a Telstra Internet Direct 100 Mbps service at the Administration Office. How do the Depot, Visitor Information Centre, Library and Gyrica Gardens connect to the Administration Office or to the internet (for example point-to-point wireless, NBN or other carrier services)? Are those links in scope for management?

The Administration Office houses the Telstra Internet Direct (TID) 100 Mbps service.

The Depot, Visitor Information Centre and Library are connected via fibre, with some sites utilising a copper-to-fibre transmission service.

Gyrica Gardens is a remote site and does not have a direct physical connection to the Administration Office.

2: Part B doesn't specify response or resolution targets. Does Council have target service levels, or should tenderers propose them in Schedule 7?

Tenderers are required to propose service levels in their response in Schedule 7.

3: Part B mentions agreed arrangements for emergencies and after-hours incidents. Does Council expect after-hours cover to be part of the recurring service, or charged when used at after-hours rates?

Where after-hours support is required, it should be separately itemised and billed on a one-off basis at the applicable after-hours rate. After-hours support is not expected to form part of the recurring managed service fee.

4: Does Council expect regular or scheduled onsite attendance at Quilpie? If so, how often? Should travel and accommodation for onsite attendance be priced separately in the Pricing Schedule?

Support is expected to be provided remotely in the normal course of operations. Onsite attendance is not routinely required and would generally only be expected in exceptional circumstances where an issue cannot reasonably be resolved remotely or through Council’s onsite ICT resources. Where onsite attendance is required, Council would expect travel and accommodation costs to be clearly identified and itemised.

5: Can Council provide incident and service request volumes for the last 12 months, broken down by category if available?

Council does not currently maintain historical reporting at the level of detail requested for support ticket volumes, priorities, service categories, after-hours incidents or onsite visits.

Based on Council’s experience with the current support arrangement, it is estimated that approximately 10–15 support interactions occur per week between Council and the current Service Provider.

This figure is indicative only and is not derived from formal ticketing data.

A reliable historical breakdown by priority, service category, after-hours incidents or onsite visits is not currently available

6: Part B lists Webroot as the current endpoint protection product. Can tenderers propose an alternative endpoint detection and response platform, or must Webroot be retained?

Yes. Tenderers may propose an alternative endpoint detection and response (EDR) platform in place of the current Webroot solution. Any proposed alternative should provide equivalent or improved endpoint protection and detection capabilities.