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� . <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 <br /> a business function cannot be performed. <br /> i. Logging into RWC's online help desk system at <br /> http://thecity.redwoodcity.orq:8080/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 <br /> 24 X 7 support shop. Emergency support is charged at one-and-one-half times <br /> the normal hourly rate. <br /> Capitalized terms not defined herein have the meaning set forth in the General Terms and Conditions <br /> (GTC) attached hereto. <br /> All charges in this Service Order are exclusive of taxes and fees. <br /> By executing this Service Order, CUSTOMER is requesting, and agrees to pay for the Services <br /> identified and desc�ibed in this Services Order and to be bound by the GTC, which is attached hereto <br /> and incorporated by reference. <br /> The individual signing for CUSTOMER represents that he/she is authorized to enter into this Service <br /> Order on behalf of CUSTOMER. <br /> CITY OF REDWOOD CITY <br /> ("RWC") <br /> ("CUSTOMER") <br /> . BY <br /> By <br /> Name: �r f o.�1 �°*�`/ <br /> Name: C�►-��rN�i A- �t-q�P ru� <br /> Title: ��r�u►ce �� �c-e ��-"� <br /> Title: t�� ►�. Fr.�A-�+c.� �c A-v�►'��� <br /> Date: `�, 3� , � 2 <br /> Date: �7 �3 i�i z <br /> C:\Documents and Settings\champton\Local Settings\Temporary Internet 10 <br /> Files\Content.0utlook\ATMGKVKD\Port of RC IT Agreement FY2012- <br /> 13.docx <br />