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business hours, as defined in Exhibit A, section A.1.B, to resolve issues in which <br /> a business function cannot be performed. <br /> i. Logging into RWC's online help desk system at <br /> http: // thecity .redwoodcity.org:8080 /hd /index. htx. <br /> ii. The highest ranking, on -site staff member from BAWSCA calls the RWC <br /> Information Technology Manager at (650) 464 -9575. <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 /> 10 2694537.1 <br />