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<br />non-invoiced hours, or refund PORT for all invoiced but non-worked hours. <br /> <br />8. Reporting: Each month RWC will submit to PORT a spreadsheet showing and recording the <br />hours worked to date, the name of the tech who worked the hours, and a brief description of <br />the work completed. <br /> <br />9. Requesting Support: <br /> <br />1. Non-emergency support - support request during normal business hours, as <br />defined in Exhibit A, section A.1.A, and where RWC staff is not on-site, can be <br />requested using one of the following three methods: <br /> <br />i. Logging into RWC's online help <br />http://thecity . redwood city .ora :8090/hd/index. htx. <br /> <br />ii. Calling or emailing the primary Analyst assigned to PORT. <br /> <br />desk <br /> <br />system. <br /> <br />at <br /> <br />iii. Calling RWC help desk at (650) 780-7103 <br /> <br />2. 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 <br />http://thecity . redwood city .orq :8090/hd/i ndex. htx. <br /> <br />ii. The highest ranking, on-site staff member from PORT calls the RWC <br />Information Technology Manager at (650) 464-9575. <br /> <br />desk <br /> <br />system <br /> <br />at <br /> <br />Important Note: Emergency support is considered a best effort as RWC is not a 24 X <br />7 support shop. Emergency support is charged at one-and-one-half times the normal <br />hourly rate. <br /> <br />9 <br />