Agmt07 East Palo Alto, City of (EPA) - Agmt for IT Services

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during a weekend to minimize disruption during EPA normal business hours. ii. Non-Scheduled, Non-business hours (Emergency Calls): Redwood City will offer its "best effort" during emergency situations. RWC IT staff is not on- eall after hours, thus emergencies are handled by analyzing the extent of the emergency and dispatching an available technician as the situation warrants, subject to ability to contact a technician. These types of requests require EPA to first contact the RWC Information Technology Manger, who in turn will assess the situation, and, if deemed a "real" emergency, dispatch a technician. " Il._:_~_:_ --"" S"-p-rt. R\;^''''' ,,,al \,,,,,,,, +h" +\1"'8 ,,~ 8,..";"'.......0"'+ "r """'''''Cifi,.. "'ameN '-'. IVIClIIILCIIII CUIU uti VI . I VV vvllI ,,"eel-' L1le 'Yl-' v, '-1....,1-'''''''". v "'1-''''' "'V II II ... equipment operational as defined by its purpose. If RWC staff is unable to resolve an issue without ~ternal vendor support, RWC will contact and work with the appropriate vendor until the malfunctioning equipment is operational. RWC staff will keep the same equipment optimized and its firmware/software current as deemed appropriate to maintain optimized operations, while minimizing down time. 2. Internet Access Support: RWC will maintain and support this connection. 3. Firewall Support: RWC will maintain and support this appliance and in some instances make recommendations to improve security to reduce network vulnerabilities. 4. Network Support: RWC will maintain and support all the switches and other networking devices in EPA. 5. Server Support: RWC will maintain and support all servers used in EPA. 6. Website support: RWC will maintain and support EPA's website. 7. Desktop, Laptop, and Mobile Computing Device Support (DLM): RWC will maintain and support EPA's DLM. 8. Other: Technologies not currently named will be maintained and supported upon written agreement by EPA and RWC. Written agreement can be in the form of an email request. 9. For all supported technologies, RWC will work with manufacturers and vendors to purchase new, as well as return and replace failed parts, such as hard drives, monitors, 7