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County staff raise broad concerns about 5 Nines IT service; commissioners ask vendor to propose on‑site schedule
Summary
Staff and elected officials told the board about repeated outages, printer/IP issues, licensing confusion and poor follow‑up from managed‑service provider 5 Nines. Commissioners directed staff to meet with 5 Nines and explore options including weekly on‑site days or subcontracting a local firm for hands‑on support.
County employees and elected officials reported persistent problems with the county’s managed‑service IT vendor, 5 Nines, at Tuesday’s meeting and asked the board to demand clearer service commitments.
Multiple speakers described repeated remote troubleshooting that left printers, IP addresses and user workstations in inconsistent states after a server cleanup performed around Veterans Day. Staff reported long waits for on‑site visits, inconsistent technician assignments, and confusion over licensing and optional equipment on new desktop purchases. One staff member said she had been on the phone for more than two hours and had lost work time while the issue remained unresolved.
County staff reviewed monthly vendor metrics that show Huntress security scans produced millions of analyzed events and a small number of signals flagged for human review; staff also supplied backup and patching summaries and noted 30 tickets opened last month with about 20 closed.
Commissioners and staff discussed three near‑term options: (1) ask 5 Nines to provide a dedicated on‑site day (weekly or biweekly) with a defined number of hours and an initial needs assessment; (2) require 5 Nines to subcontract a local responder such as eLogic for hands‑on support; or (3) rebid the service. Several commissioners favored a first step of meeting with 5 Nines and asking for a concrete on‑site schedule and scope of work to address recurring operational problems.
The board instructed staff to schedule a meeting with 5 Nines to present the county’s list of problems, confirm what is in the contract and seek a written plan for improved performance. No formal procurement decision was made at the meeting.
