Laserfiche WebLink
<br />reimbursed by cas if paid by RWC, and shall be without RWC overhead fees. <br /> <br />6. 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 <br />best effort for all emergencies during non-business hours. <br />7. 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 <br />of the work completed. <br /> <br />8. Requesting Support: <br /> <br />A. Non-emergency support - support request during normal business hours, as <br />defined in Exhibit A, section 1.A, and where RWC staff is not on-site, can be <br />requested using one of the following three methods: <br /> <br />. Logging into RWC's online help desk <br />http://thecitv . redwoodcitV. orq: 8080/hd/index. htx. <br /> <br />system <br /> <br />at <br /> <br />. Calling or emailing the primary Analyst assigned to cas. <br /> <br />. Calling RWC help desk at (650) 780-7093 <br /> <br />B. Emergency support - non-planned support requests for services during non- <br />business hours, as defined in Exhibit A, section A.1.B, to resolve issues in which a <br />business function cannot be performed. <br /> <br />. Logging into RWC's online help desk <br />http://thecitv . redwoodcitv. orq: 8080/hd/index. htx. <br /> <br />system <br /> <br />at <br /> <br />. The highest ranking, on-site staff member from cas calls the RWC <br />Information Technology Manager at (650) 464-9575. <br /> <br />Important Note: Emergency support is considered a best effort as RWC is not a 24 <br />X 7 shop. Emergency support is charged at one-and-one-half times the normal <br />hourly rate. <br /> <br />ATTY/AGR/2008.042 <br />061008 <br /> <br />9 <br />