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• Thanksgiving Friday <br /> • Christmas Eve <br /> • Christmas Day <br /> • New Year's Eve <br /> Rates for hours worked by RWC during normal business hours will be at the <br /> current rate in which they are worked. <br /> D. Non-business hours: All hours worked outside of normal business hours. LAH <br /> requested work to be performed during non-business hours will be invoiced at a <br /> rate equal to one-and-one-half times the then current rate. Examples: A request <br /> from LAH for RWC to install new equipment during a weekend to minimize <br /> disruption during LAH normal business hours; An after-hours call to RWC to fix a <br /> downed server or internet connection. <br /> E. Maintain and support: RWC will keep the type of equipment or specific named <br /> equipment operational as defined by its purpose. If RWC staff is unable to <br /> resolve an issue without external vendor support, RWC will contact and work with <br /> the appropriate vendor until the malfunctioning equipment is operational. RWC <br /> staff will keep the same equipment optimized and its firmware/software current <br /> as deemed appropriate to maintain optimized operations, while minimizing down <br /> time. <br /> 2. Internet Access Support: RWC will maintain and support this connection. <br /> 3. Firewall Support: RWC will maintain and support this appliance and in some instances <br /> make recommendations to improve security to reduce nefinrork vulnerabilities. <br /> 4. Network Support: RWC will maintain and support all the switches and other <br /> nefinrorking devices in LAH. <br /> 5. Server Support: RWC will maintain and support all servers used in LAH. RWC staff will <br /> provide full support for the following: <br /> � Operating systems <br /> • File and print services <br /> • Email <br /> • Antivirus and spam filtering <br /> S:1Clients\External\Los Altos Hills\Los Altos Hills IT Agreement FY2 012-13 .docx 7 <br /> 081911 <br />