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<br />. . <br /> <br />II. Calling or emailing the primary Analyst assigned to SSF. <br />iii. Calling RWC help desk at (650) 780-7093 <br /> <br />. 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 />I. Logging into RWC's online help desk <br />http://thecitv . redwoodcitv. ora: 8080/hd/index. htx. <br /> <br />ii. The highest ranking, on-site staff member from SSF calls the RWC <br />Information Technology Manager at (650) 464-9575. <br /> <br />system <br /> <br />at <br /> <br />Important Note: Emergency support is considered a best effort as RWC is not a 24 X 7 <br />shop. Emergency support is charged at one-and-one-half times the normal hourly rate. <br /> <br />06/30/2009 <br /> <br />9 <br />