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annual fiscal year basis. 4. Remote support will be billed in fifteen (15) minute intervals. 5. Terms of Payment. RWC shall invoice in arrears on the first of each month in the amount $1,077.17 (100 hours per year, times $129.26 per hour, divided by 12 months). 6. 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 sa that require RWC resources well-above the initially agreed upon five hours per week, and where sa wants to save the five hours for normal support, or where sa wants RWC to track and invoice requested work separate from normal invoicing. Special projects are subject to RWC staff availability. External vendor charges and equipment purchases will be paid directly by sa or reimbursed by sa if paid by RWC, and shall be without RWC overhead fees. 7. End of year reconciliation: During July 2009, RWC will reconcile the previous fiscal year's purchased hours (260) against the worked hours. RWC will invoice sa for all worked and non-invoiced hours, or refund sa for all invoiced but non-worked hours. 8. Reporting: Each month RWC will submit to sa 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. 9. Requesting Support: · Non-emergency 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 b_ftJ1H!{f~~~_ff~Xf~_~~~~~R1Y~'~!p?~M{r~~dl!.?< . II. Calling or emailing the primary Analyst assigned to sa . A TTY/AGR/2008.042 061008 8