The contractor will provide an On-site Support technical operations support service to the customer. This service will be available during normal workday office hours of 0800-1700 hrs Central Time, Monday through Friday, excluding holidays. This service will normally be requested when the specific problem identified by the customer cannot be resolved through either the On-call Telephone Support or the Email Support. Specific dates and times for on-site technical operations support will be coordinated in advance between the customer and the contractor. On-site Support services provided may encompass, but not be limited to, the review of system operational processes being used, the evaluation of the total system performance, the conduct of refresher training for system users, the performance of preventative system maintenance, requirements analysis for requested system enhancements or system application add-ons. Visits can be arranged at the direction of the customer and cost reimbursements will be made at actual cost plus a fee for administration and handling.