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5. Professional Services PlanetBids will provide consulting services for custom reports or Services customizations, specific to Customer, not covered by this Statement of Work at an additional charge. Additional consulting services requested in writing by Customer will be billed at the rates set forth in Exhibit "B". No work will begin on professional services before a mutually agreed- upon statement of work is completed, 6. Help desk The PlanetBids Help Desk is available for support (as defined below) via our telephone number(818) 992-1771, from 8:00 am to 5:00 pm. Monday through Friday, excluding statutory holidays. Online support, as well as on-line help services are also available at https:llsolutions.planetBids.com,support . To ensure prompt assistance for licensed users of Customer's Services, PlanetBids requires the Customer to designate at least one, preferably two or three, Services Super Users. The Customer Super Users will be responsible to manage licensed user access, such as username and password, initiating or providing basic "Level 1" support to the licensed users Of Customer's Services. While PlanetBids will offer Level 1 or Level 2 support, the designated Super Users will serve as the primary point of contact with PlanetBids. To provide instant service to vendors and contractors, PlanetBids recommends Customer to initiate or provide basic"Level 1" support although PlanetBids will provide Level 1 or Level 2 support at any time: • Level 1 support representatives will attempt to answer most or all questions, including help to vendors with simple problems (edit profile, etc.) or general 'how-to" questions (search functionality, bidding, etc.). Services related questions by Vendors/Contractors that cannot be answered or supported by Customer should be directed to a PlanetBids support representative. More complex, technical questions should be directed to a Level 2 PlanetBids support representative. • Level 2 support is more technical in nature. Level 2 questions may. for example, deal with Customer users (i.e.. PB SystemT1,' administrative users including buyers, project administrators, etc.) or with password issues requiring special assistance, or with possible product bugs or failures. In this case, some research and investigation may be required. 7. User License(s) Management Customer is responsible for monitoring and maintaining Services licensed users and ensuring all usernarnes and passwords are always up-to-date. Usernames and passwords are for authorized individual use only.