Agmt11 Town of Los Altos Hills - Laserfiche WebLink

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availability. External vendor charges and equipment purchases will be paid directly by LAH or reimbursed by LAH if paid by RWC, and shall be without RWC overhead fees. 7. End of year reconciliation: During July 2012, RWC will reconcile the previous fiscal year's purchased hours (325) against the worked hours. RWC will invoice LAH for all worked and non-invoiced hours, or refund LAH for all invoiced but non-worked hours. 8. Reporting: Each month RWC will submit to LAH a spreadsheet showing and recording the hours worked to date, the name of the tech who worked the hours, and a brief description of the work completed. 9. Requesting Support: • Non-emergency support — support request during normal business hours, as defined in Exhibit A, section A.1.A, and where RWC staff is not on-site, can be requested using one of the following three methods: i. Logging into RWC's online help desk system at http://thecitv. redwoodcitv.orq:8080/hd/i ndex. htx. ii. Calling or emailing the primary Analyst assigned to LAH. iii. Calling RWC help desk at (650) 780-7103 . Emergency support — non-planned support requests for services during non- business hours, as defined in Exhibit A, section A.1.B, to resolve issues in which a business function cannot be performed. i. Logging into RWC's online help desk system at http://thecitv.redwoodcitv.ora:8080/hd/index. hbc. ii. The highest ranking, on-site staff member from LAH calls the RWC Information Technology Manager at (650) 464-9575. Important Note: Emergency support is considered a best effort as RWC is not a 24 X 7 support shop. Emergency support is charged at one-and-one-half times the ATTY/AGR/2011.042 061005 9