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SERVICES TO BE PROVIDED: <br /> The City of Redwood City will provide a VPN tunnel from the Redwood <br /> City Data Center to the Colma Fire Protection District (CFPD) data <br /> center, using the internet as the gateway. The purpose of this VPN is <br /> to provide CFPD access to County Computer Aided Dispatch system (CAD) <br /> for fire incident reporting and staff monitoring. CFPD is responsible <br /> for maintaining their internet connection, working with their ISP, and <br /> managing their internal network and users. <br /> Redwood City makes no guarantees or assurances of this connection' s <br /> availability due to components of it being outside Redwood City' s <br /> control . <br /> During normal business hours, connectivity issues will be investigated <br /> by Redwood City within two to four hours of being notified by CFPD. <br /> Issues originating within Redwood City' s network will be resolved as <br /> soon as possible, usually within two to four hours of diagnosing the <br /> problem. In some instances resolution could take longer depending on <br /> the issue. Redwood City will communicate to CFPD the estimated <br /> resolution time upon diagnosis of the issue. <br /> If the issue is deemed to be outside of Redwood City' s network, CFPD <br /> will be responsible for resolving the issue. Redwood City will work <br /> with whomever CFPD requests in resolving these types of issues . <br /> Outside of normal business hours connectivy issues will be handled as <br /> a best effort scenario. <br /> The individual signing for CUSTOMER represents that he/she is authorized to enter into this Service <br /> Order on behalf of CUSTOMER. <br /> ATTY/AGR/2014.138/IT SERVICES COLMA FIRE PROTECTION DISTRICT FY 2014-15 <br /> REV:07-31-14 MLG <br /> Page 7 of 8 <br />