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4. Remote support will be billed in fifteen (12) minute intervals. <br /> 5. Terms of Payment. The total estimated value of this agreement is $46,692. RWC shall <br /> invoice in arrears on the first of each month in the amount $3,891.00 (325 hours per <br /> year times $143.67 per hour, divided by 12 months). <br /> 6. Charges for other services and special projects: Additional hours for special <br /> projects requested of RWC will be at the current rate in which the work was done and <br /> will be invoiced in the month following the completion of the requested service or <br /> incurred expense. Special projects are typically projects requested by LAH that require <br /> RWC resources well-above the initially agreed upon five hours per week, and where <br /> LAH wants to save the five hours for normal support, or where LAH wants RWC to track <br /> and invoice requested work separate from normal invoicing. Special projects are subject <br /> to RWC staff availability. <br /> External vendor charges and equipment purchases will be paid directly by LAH or <br /> reimbursed by LAH if paid by RWC, and shall be without RWC overhead fees. <br /> 7. End of year reconciliation: During July 2013, RWC will reconcile the previous fiscal <br /> year's purchased hours (325) against the worked hours. RWC will invoice LAH for all <br /> worked and non-invoiced hours, or refund LAH for all invoiced but non-worked hours. <br /> 8. Reporting: Each month RWC will submit to LAH a spreadsheet showing and recording <br /> the hours worked to date, the name of the tech who worked the hours, and a brief <br /> description of the work completed. <br /> 9. Requesting Support: <br /> • 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.org:8080/hd/index.htx. <br /> ii. Calling or emailing the primary Analyst assigned to LAH. <br /> iii. Calling RWC help desk at (650) 780-7103 <br /> • Emergency support — non-planned support requests for services during non- <br /> S:\Clients\External\Los Altos Hills\Los Altos Hills IT Agreement FY2 012-13 .docx 9 <br /> 081911 <br />