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<br />--- <br /> <br />-- <br /> <br />. Assistance with procurement and capacity planning. <br />· Performance evaluation. <br />. Assistance with warranty and manufacturer related issues. <br /> <br />User support -MMI will provide the following end-user support through a PPD designated single <br />contact: <br /> <br />· Desktop hardware support <br />. Desktop software support for mainstream application such as Microsoft Office. <br />. Network support for shared file and print access, <br /> <br />ARTICLE IV <br />CONTRACTOR'S OBLIGATIONS <br /> <br />4.1 MMI agrees to provide 132 hours of support each twelve-month period (Year) for <br />AS/400, Desktop, User, Systems/Server, Website Design and Application Development (Web <br />Design and Development Billed at 1.5 hours for every actual hour worked), Networking and <br />Emergency support services on site at PPD or other designated PPD facility ("Base Yearly <br />Support"). Work performed in excess of Base Yearly Support will be billed on a Yearly basis at <br />a rate of $125 per hour for support and $150 per hour for Website Design and Application <br />Development unless adjusted in accordance with section 4.3. <br /> <br />4.2 MMI agrees to respond to critical requests for services by PPD, within the following <br />time period: <br /> <br />A. For desktop and user services (troubleshooting, client software installation, <br />configuration, set up, PC hardware installation and repair, installation of Windows <br />base, WFW, MS application software). MMI shall respond within four (6) hours <br />of notice. <br /> <br />B. For Network and Systems services (configuration of network file servers , <br />installation of NOS, NT, Novell and Unix/Linux, configuration and installation of <br />all server hardware, including Burn-in at the MMl's facility prior to delivery to <br />customer site, file back-up systems, virus protection, remote access, application, <br />video, CD, fax, internet, DNS, web, mail news, in-house LAB servers/training). <br />MMI shall respond within two ( 6) hours of notice. <br /> <br />C. For AS/400 support providing annual software upgrades and monthly software- <br />hardware configurations. In addition providing weekly review of history log for <br />potential repairs. MMI shall respond within two (6) hours of notice <br /> <br />Page 3 of 9 <br />