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Attachment 1 to Maintenance& Support Services Addendum <br /> —Software Maintenance & Support Service Levels— <br /> Severity Level Response Times Effort Level and Escalation Path <br /> Severity Level 1. Critical During after-hour periods, Itron will make diligent efforts on a 24x7 <br /> Business Impact/System Itron will respond to a basis*,or as otherwise agreed by the Parties.A <br /> Down: An Error for which there critical support voice SR shall be escalated to Itron's TSS <br /> is no work-around,which causes messages within 15 minutes Management Team if a Fix is not provided <br /> the Product/Software or a by a return call to within 1 business day of Itron's receipt of the <br /> critical business function/ Customer,which will Customers call and creation of the SR. <br /> process of the Itron system to be validate receipt of the <br /> unavailable. System use and critical support call and *24X7 support for Severity Level 1 Errors is <br /> operation cannot continue. begin the SR process. not currently available for Itron Meter <br /> During regular business- Products,Energy Forecasting and Load <br /> hours Itron will begin the Research Products,and Distribution Products. <br /> SR process during <br /> *Severity 1 errors must be Customer's initial call. <br /> reported by phone to initiate the <br /> Severity 1 response <br /> process. SRs initiated by email <br /> or web interface are logged as a Following the start of the <br /> Severity 3 until reviewed by SR process Itron will <br /> Itron Technical Support Services respond to Customer's SR <br /> and validated as a higher within 2 business hours <br /> priority. with an investigation <br /> response. <br /> Following the investigation <br /> response,Itron will update <br /> Customer at three hour <br /> intervals during each day <br /> the SR remains unresolved, <br /> or as otherwise agreed by <br /> the Parties. <br /> Customer will respond to <br /> an Itron inquiry or request <br /> within three hours. <br /> 141 <br />