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<br />f. Go over setup and proper management methods <br />g. Support and help with security configuration <br />h. General maintenance <br />5. Other: RWC will also provide the following support for cas: <br />a. Advance knowledge consultation with hardware, software, network infrastructure on <br />an on-call basis. <br />b. Consultation on telecommunication infrastructure <br />c. Website consultation and changes as needed.. <br />d. Assistance with future new City of Saratoga website server installation. <br />e. Technologies not currently named will be supported upon written agreement by cas <br />and RWC. Written agreement can be in the form of an email request. <br />6. For all supported technologies, RWC will work with cas staff, manufacturers, and <br />vendors as required. <br />7. Response times: For all emergency and non-emergency issues during normal business <br />hours, RWC will respond within four (4) hours, usually faster. RWC will respond with its best <br />effort for all emergencies during non-business hours. <br />8. Reporting: Each month RWC will submit to cas a spreadsheet showing and recording the <br />hours worked to date, the name of the tech who worked the hours, and a brief description of <br />the work completed. <br /> <br />9. Requesting Support: Issues requiring support during periods where RWC staff is not on- <br />site can be requested using one of the following three methods: <br /> <br />a. Logging into RWC's online help desk system at <br />http://thecitv . redwood city . org: 8080/hd/index. htx. <br /> <br />b. Calling or emailing the primary Analyst assigned to cas. <br /> <br />c. Calling RWC help desk at (650) 780-7093 <br /> <br />B. COMPENSATION <br /> <br />1. cas agrees to pay to RWC the full cost of providing technology services as shown in this <br /> <br />8 <br />