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PORT are borne by PORT. Information Technology services costs include those expenses necessary to administer this Agreement. 4. Remote support will be billed in fifteen (12) minute intervals. 5. Charges for other services and special projects: Additional hours for special projects requested of RWC will be at the current rate in which the work was done and will be invoiced in the month following the completion of the requested service or incurred expense. Special projects are typically projects requested by PORT that require RWC resources well-above the initially agreed number of hours during the year, or where PORT wants RWC to track and invoice requested work separate from normal invoicing. Special projects are subject to RWC staff availability. Extemal vendor charges and equipment purchases will be paid directly by PORT or reimbursed by PORT if paid by RWC, and shall be without RWC overhead fees. 6. End of year reconciliation: During July 2013, RWC will reconcile the previous fiscal year's purchased hours (72) against the worked hours. RWC will invoice PORT for all worked and non-invoiced hours, or refund PORT for all invoiced but non-worked hours. 7. Reporting: Each month RWC will submit to PORT a spreadsheet showing and recording the hours worked to date, the name of the tech who worked the hours, and a brief description of the work completed. 8. Requesting Support: • Non�mergency support — support request during normal business hours, as defined in Exhibit A, section A.1.A, and where RWC staff is not on-site, can be requested using one of the following three methods: i. Logging into RWC's online help desk system at http:l/thecitv.redwoodcitv.orq:8080/hd/i ndex.htx. ii. Calling or emailing the primary Analyst assigned to PORT. iii. Calling RWC help desk at (650) 780-7103 • Emergency support — non-planned support requests for services during non- business hours, as defined in Exhibit A, section A.1.B, to resolve issues in which a business function cannot be perFormed. REV:06-19-14 PT Page 10 of ii ATTY/AGR.2014.106/1TSvcs-Port of RC FY2014-15