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Assistance with warranty and manufacturer related issues. <br />User support -NINII will provide the following end-user support through a PPD designated single <br />contact: <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 />ARTICLE IV <br />CONTRACTOR' S OBLIGATIONS <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 Design <br />and Development Billed at 1.5 hours for every actual hour worked), Networking and Emergency <br />support services on site at PPD or other designated PPD facility ("Base Yearly Support"). Work <br />performed in excess of Base Yearly Support will be billed on a Yearly basis at a rate of $125 per hour <br />for support and $150 per hour for Website Design and Application Development unless adjusted in <br />accordance with section 4.3. <br />4.2 MMI agrees to respond to critical requests for services by PPD, within the following <br />time period: <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 of <br />notice. <br />B. For Network and Systems services (configuration of network fileservers, installation <br />of NOS, NT, Novell and Unix/I,inux, configuration and installation of all server <br />hardware, including Burn-in at the MMI's facility prior to delivery to customer site, <br />file back-up systems, virus protection, remote access, application, video, CD, fax, <br />internet, DNS, web, mail news, in-house LAB servers/training). MMI shall respond <br />within two ( 6) hours of notice. <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 />4.3 MMI agrees that PPD may adjust the total number of hours per year covered by the Base <br />Yearly Support under this agreement by providing a written request for such changes thirty (30) days <br />Page 3 of 9 <br />