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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://thecitv.redwoodcity.org:8080/hd/index.htx. <br /> ii. The highest ranking, on-site staff member from LAH 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 described 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�����- BY <br /> 2 Name: ���(,t'f � . ('�,. <br /> Name: C�1 (, (.�1�H � L L <br /> � � �Nr� ��,�2 Title: � ` � <br /> Title: C � � / <br /> Date: � / <br /> Date: `7 � � � I � ,�L <br /> Att�St: <br /> Silvia er nden, City Clerk <br /> S:\Clients\External\Los Altos Hills\Los Altos Hills IT Agreement FY2 012-13 .docx 10 <br /> 081911 <br />