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Severity Level Response Times Effort Level and Escalation Path <br /> Severity Level 2. Moderate Itron will respond to Itron will make diligent efforts during normal <br /> Business Impact/Degraded Customer SR within 1 business hours. SRs shall be escalated to <br /> Operation: An Error other than business day and will Itron's TSS Management Team if a Fix is not <br /> a Severity Level 1 Error,for update the SR at least every provided within 3 business days of Itron's <br /> which there is no work-around, other day. receipt of Customer's call and creation of the <br /> which limits access or use of the SR. <br /> software or a business function, Customer will respond to <br /> causing the system to miss an Itron inquiry or request <br /> required business interface or within 1 business day. <br /> deadlines. The system remains <br /> available for operation but in a <br /> restricted fashion. <br /> *Severity 2 errors must be <br /> reported by phone to initiate the <br /> Severity 2 response <br /> process. SRs initiated by email <br /> or web interface are logged as a <br /> Severity 3 until reviewed by <br /> Itron Technical Support Services <br /> and validated as a higher <br /> priority. <br /> • <br /> Severity Level 3. Minor Itron will respond to Itron technical representatives will make <br /> Business Impact/ Customer SR within 2 diligent efforts during normal business hours. <br /> Compromised Operation: An business days. <br /> Error other than a Severity Level <br /> 1 or Severity Level 2 Error that <br /> has an inconvenient use of or <br /> aces to a software function.(e.g., <br /> a feature is not working as <br /> documented but a work-around <br /> is available and significant <br /> business functions are not <br /> materially impaired). <br /> Severity Level 4. No Business Itron will respond to Itron support representatives will devote <br /> Impact/Standard Operation: Customer SR within 3 commercially reasonable efforts during normal <br /> An Error other than a Severity business days,or as business hours. <br /> Level 1,Severity Level 2 or otherwise agreed by the <br /> Severity Level 3 Error. Parties. <br /> Generally a cosmetic Error or an <br /> Error which does not degradate <br /> Customer's use of the system. <br /> Severity Level 5. Customer SR N/A The SR will be evaluated as a potential,future <br /> for an enhancement or new product enhancement.If the enhancement or <br /> functionality. new functionality requires more immediate <br /> attention for Customer,Itron will engage <br /> Itron's Professional Services Group to create a <br /> customized proposal for Customer,at Itron's <br /> then-current services rates. <br /> 147 <br />