5.4. ERMUSR 11-15-2016 (2) - Laserfiche WebLink

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Severity Level Response Times Effort Level and Escalation Path Severity Level 1. An Error, reported by During after-hour periods, Itron will Itron will make diligent efforts on a 24x7 basis*, or as otherwise *phone contact, for which there is no work- respond to a critical support voice agreed by the Parties. A SR shall be escalated to Itron's TSS around, which causes the Product/Software messages within 15 minutes by a Management Team if a Fix is not provided within 1 business or a critical business function / process of return call to Customer, which will day of Itron's receipt of the Customers call and creation of the the Itron system to be unavailable. validate receipt of the critical support SR. call and begin the SR process. *24X7 support for Severity Level 1 Errors is not currently available for Itron Meter Products, Energy Forecasting and Load *Severity 1 errors must be reported by During regular business-hours Itron Research Products,and Distribution Products. phone to initiate the Severity 1 response will begin the SR process during the process. SRs initiated by email or web initial call. interface are logged as a Severity 3 until reviewed by Itron Technical Support Services and validated as a higher priority. Following the start of the SR process Itron will respond to Customer within 4 business hours with an initial response. Following the initial response to the SR, Itron will update Customer at three hour intervals each day for unresolved SRs, or as otherwise agreed by the Parties. Customer will respond to an Itron inquiry or request within three hours. Severity Level 2. An Error other than a Itron will respond to the Customer Itron will make diligent efforts during normal business hours. Severity Level 1 Error for which there is no within 1 business day and will update SRs shall be escalated to Itron's TSS Management Team if a work-around that results in a loss of access the SR at least every other day. Fix is not provided within 3 business days of Itron's receipt of to the Software or that causes features of Customer will respond to an Itron the Customers call and creation of the SR. the Software to not work. inquiry or request within 1 business day. *Severity 2 errors must be reported by phone to initiate the Severity 2 response process. SRs initiated by email or web interface are logged as a Severity 3 until reviewed by Itron Technical Support Services and validated as a higher priority. Severity Level 3. An Error other than a Itron will respond to the SR within 2 Itron will have technical representatives make diligent efforts Severity Level 1 or Severity Level 2 Error business days. during normal business hours. that has a material impact on the functionality of the Software(e.g., a feature is not working as documented but a work- around is available and significant business functions are not materially impaired). Severity Level 4. An Error other than a Itron will respond to the SR within 3 Itron will have its support representatives devote commercially Severity Level 1, Severity Level 2 or business days, or as otherwise reasonable efforts during normal business hours. Severity Level 3 Error. agreed by the Parties. Severity Level 5. A SR for an N/A The SR will be evaluated for future product enhancement. If the enhancement or new functionality. enhancement or new functionality requires more immediate attention, Itron will engage the Professional Services Group to create a customized proposal at Itron's then-current services rates. C. Improvements. Itron shall provide Improvements, if any, at its then-current price for such Improvements (or at no charge if such Improvements are made available to Itron customers generally at no charge). d. Software Releases. Release Numbering Convention. Fixes and/or Improvements are made available to customers through periodic Software Releases. For informational purposes, Itron's current practice (which may be changed at any time in Itron's discretion) is to provide Releases using the numbering convention "XX.YY.ZZ." • The "XX" in Itron's numbering convention refers to a "System Release,"which is a new version of the item of Itron Software. A System Release may include Fixes, Improvements or interfaces to new functional modules or platforms not previously supported by Itron. • The "YY" in Itron's numbering convention refers to a "Service Pack Release," which is an update to a System Release. Service Pack Releases may include Fixes or Improvements and are provided to Itron customers generally on a periodic basis. 2 7/21/2016 156