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6.1.J. - Page 19 <br /> sEnsus <br /> Exhibit B <br /> Technical Support <br /> 1. Introduction <br /> Sensus Technical Services provides utility customers with a single point of contact for Tier 1 support of technical issues as well as <br /> any coordination of additional resources required to resolve the issue. Requests that require specialized skills are to be forwarded <br /> to a senior support engineer or Technical Advisor within the team for further analysis. if Technical Services has exhausted all <br /> troubleshooting efforts for the product type, the issue will escalate to the Engineering Support Team. Occasionally, on-site <br /> troubleshooting/analysis may be required.The preferred order of on-site support is: <br /> a) The Customer(for assistance with the easiest and lowest time-consuming activities such as power on/power off). <br /> b) The local distributor. <br /> c) Sensus employees or contracted personnel,if required to fulfill a contract commitment. <br /> 2. Support Categories <br /> 2.1. General questions regarding functionality, use of product, how-to, and requests for assistance on Sensus AMR, AMI, RF <br /> Network Equipment,Metering Products and Sensus Lighting Control. <br /> 2.2. Proactive reporting and resolution of problems. <br /> 2.3. Reactive reporting to isolate,document,and solve reported hardware/software defects. <br /> 2.4. Responding to service requests and product changes. <br /> 2.5. Addressing customer inquiries with printed or electronic documentation,examples,or additional explanation/clarification. <br /> 3. Support Hours <br /> 3.1. Standard Support Hours: Toll-free telephone support (1-800-638-3748 option #2) is available Monday thru Friday from <br /> 8:00AM EST to 6:00PM EST. After-hours, holiday and weekend support for Severity 1 and Severity 2 issues is available by <br /> calling 1-800-638-3748,option#8. <br /> 4. Support Procedures <br /> 4.1. Customer identifies an issue or potential problem and calls Technical Services at 1-800-638-3748 Option #2. The Customer <br /> Service Associate or Technical Support Engineer will submit a Support ticket. <br /> 4.2. The Customer Service Associate or Technical Support Engineer will identify the caller name and utility by the assigned <br /> software serial number, city, and state in which the call originated. The nature of the problem and severity levels will be <br /> agreed upon by both parties (either at the time the issue is entered or prior to upgrading or downgrading an existing issue) <br /> using the severity definitions below as a guideline.The severity level is then captured into a support ticket for creation and <br /> resolution processing.Any time during the processing of this ticket, if the severity level is changed by Sensus, the customer <br /> will be updated. <br /> Severity Levels Description: <br /> 5evl Customer's production system is down. The system is unusable resulting in total disruption of work. No <br /> workaround is available and requires immediate attention. <br /> Example:Network mass outage,all reading collection devices inoperable,inoperable head end software(e.g.,FlexWare, <br /> Sensus MDM). <br /> Sev2 Major system feature/function failure. Operations are severely restricted;there is a major disruption of work, no <br /> acceptable work-around is available,and failure requires immediate attention. <br /> Examples: Network equipment failure(e,g., FlexNet Echo, FlexNet Remote,Base Station transceiver,or VGB);inoperable <br /> reading devices(e.g.,AR5500,VXU,VGB,or CommandLink); head end software application has important functionality <br /> not working and cannot create export file for billing system operations. <br /> Sev3 The system is usable and the issue doesn't affect critical overall operation. <br /> Example: Minor network equipment failure (e.g., Echo/Remote false alarms or Base Station transceiver false alarms); <br /> head end software application operable but reports are not running properly, modification of view or some non-critical <br /> function of the software is not running. <br /> 4.3. The Customer Service Associate or Technical Support Engineer identifies whether or not the customer has a valid support <br /> agreement and entitled to receive support.If the customer is not on an active support agreement,the customer is advised of <br /> the service options as well as any applicable charges that may be billed. <br /> 4.4. Calls are placed in a queue from which they are accessible to Technical Support Engineers on a first-come-first-serve basis.A <br /> first level Customer Service Associate may assist the customer,depending on the difficulty of the call and the representative's <br /> technical knowledge. Technical Support Engineers (Tier 1 support) typically respond/resolve the majority of calls based on <br /> their product knowledge and experience.A call history for the particular account is researched to note any existing pattern or <br /> if the call is a new report.This research provides the representative a basis and understanding of the account as well as any <br /> REV:10-07-16 JS <br /> CONFIDENTIAL I Page 16 of 30 <br /> ATTY/AGR.2016.295/Sensus USA Inc. -AM1 Software Agreement <br />