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