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<br />reimbursed by MPFD if paid by RWC, and shall be without RWC overhead fees. <br /> <br />5. 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.o rq: 8080/hd/i ndex. htx. <br /> <br />system <br /> <br />at <br /> <br />. Calling or emailing the primary Analyst assigned to MPFD . <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/i ndex. htx. <br /> <br />system <br /> <br />at <br /> <br />... <br />. The highest ranking, on-site staff member from MPFD calls the RWC <br /> <br />. . <br />Inforni.ation Technology Manager at (650) 464-9~75. <br /> <br />Important Note: Emergency support is con$idered 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 />8 <br />