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non - invoiced hours, or refund PORT for all invoiced but non - worked hours. <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 /> 9. Requesting Support: <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 /> i. Logging into RWC's online help desk system at <br /> http:// thecity. redwoodcity .orq:8090 /hd /index.htx. <br /> ii. Calling or emailing the primary Analyst assigned to PORT. <br /> iii. Calling RWC help desk at (650) 780 -7103 <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 /> i. Logging into RWC's online help desk system at <br /> http: / /thecity. redwoodcity.orq:8090 /hd /index. htx. <br /> ii. The highest ranking, on -site staff member from PORT 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 <br /> 7 support shop. Emergency support is charged at one - and - one -half times the normal <br /> hourly rate. <br /> 9 <br />