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f. Electronic bidding - Vendors submit bid quotes/responses online; Buyers analyze bid <br />responses and award. <br />g. Daily backups. <br />h. PB System TM users and vendor support for the duration of the contract. <br />4. Professional Services <br />PlanetBids will provide consulting services for custom reports or PB SystemTM customizations, <br />specific to Customer, not covered by this Statement of Work at an additional charge. Additional <br />consulting services requested in writing by Customer will be billed at the rates set forth in Exhibit <br />"B". No work will begin on professional services before a mutually agreed -upon statement of <br />work is completed. <br />5. Help Desk <br />The PlanetBids Help Desk is available for support (as defined below) via our telephone number <br />(818) 992-1771, from 8:00am to 5:00pm PST, Monday through Friday. Email Support, <br />support@PlanetBids.com as well as on-line help services are also available. <br />To provide instant service to vendors and contractors, PlanetBids recommends Customer to <br />initiate or provide basic "Level 1" support although PlanetBids will provide Level 1 or Level 2 <br />support at any time: <br />A Level 1 support representative will attempt to answer most or all questions, including <br />help to vendors with simple problems (edit profile, etc.) or general "how-to" questions <br />(search functionality, bidding, etc.). PB System Tm related questions by <br />Vendors/Contractors that cannot be answered or supported by Customer should be <br />directed to a PlanetBids support representative. More complex, technical questions <br />should be directed to a Level 2 PlanetBids support representative. <br />• A Level 2 support is more technical in nature. Level 2 questions may, for example, deal <br />with Customer users (i.e., PB System TM administrative users including buyers, project <br />administrators, etc.) or with password issues requiring special assistance, or with <br />possible product bugs or failures. In this case, some research and investigation may be <br />required. <br />6. User License(s) Management <br />It is the responsibility of Customer to monitor and maintain usernames and passwords if or <br />when a licensed user of the PB SystemTm needs to be reassigned to a new user within the <br />Customer's organization. <br />10 <br />Copyright 0 2021 PlanetBids, Inc. R210815-26 <br />