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wvx.i (mw+v.wunv CCCPiy. =c=t sEnsus manage the ticket through resolution per Exhibit B, Technical Support. c. Manage and maintain the performance of the server and perform any change or configuration to the server, in accordance to standard configuration and change management policies and procedures. d. Manage and maintain the server storage capacity and performance of the Storage Area Network (SAN), in accordance to standard configuration and change management policies and procedures. e. Exceptions may occur to the system that require Sensus to take immediate action to maintain the system capacity and performance levels, and Sensus has authority to make changes without Customer approval as needed, in accordance to standard configuration and change management policies and procedures. f. Application performance will be on average better than or equal to the following metrics: web base user interfaces screens of the application will update and return within 10 seconds. Reports in Exhibit A 111.A with a user defined date range of 30 days or less from the current day will complete within 2 minutes. Reports in Exhibit A 111.A with a user defined date range of 30 days or more from the current day will complete within 10 minutes. vi. Database management: a. Define data retention plan and policy, b. Monitor space and capacity requirements, c. Respond to database alarms and notifications, d. Install database software upgrades and patches, and e. Perform routine database maintenance and cleanup of database to improve capacity and performance, such as rebuilding indexes, updating indexes, consistency checks, run SQL query/agent jobs, etc. vii. Incident and Problem Management: a. Proactively monitor managed systems (24x7x365) for key events and thresholds to proactively detect and identify incidents. b. Respond to incidents and problems that may occur to the Application(s). c. Maintain policies and procedures for responding to incidents and performing root cause analysis for ongoing problems. d. Correlate incidents and problems where applicable. e. Sensus personnel will use the Salesforce Self Service Portal to document and track incidents. f. In the event that a Sensus personnel is unable to resolve an issue, the issue will be escalated to the appropriate Subject Matter Expert (SME). g. Maintain responsibility for managing incident and problems through resolution and will coordinate with Customer's personnel and/or any required third-party vendor to resolve the issue. h. Provide telephone support consistent with Exhibit B, Technical Support in the case of undetected events. viii. Security Management: a. Monitor the physical and cyber security of the server and Application(s) 24x7 to ensure system is highly secure in accordance with NIST Security Standards. b. Perform active intrusion prevention and detection of the data center network and firewalls, and monitor logs and alerts c. Conduct period penetration testing of the network and data center facilities. d. Conduct monthly vulnerability scanning by both internal staff and external vendors. e. Perform Anti-Virus and Malware patch management on all systems. f. Sensus shall install updates to virus protection software and related files (including Virus signature files and similar files) on all servers from the update being generally available from the anti-virus software provider g. Respond to any potential threat found on the system and work to eliminate Virus or Malware found h. Sensus adheres to and submits certification to NERC/CIP Cyber Security standards. i. Sensus actively participates/monitors industry regulation/standards regarding security — NERC, FERC, NIST, OpenSG, etc. through the dedicated Sensus Security team j. Provide secure web portal access (SSL) to the Application(s). ix. Backup and Disaster Recovery Management: a. Perform daily backups of data providing one (1) year of history for auditing and restoration purposes. b. Back-up and store data (on tapes or other storage media as appropriate) off-site to provide protection against disasters and to meet file recovery needs. c. Conduct incremental and full back-ups to capture data, and changes to data, on the Application(s). d. Sensus will replicate the Application(s) environments to a geographically separated data center location to provide a full disaster recovery environment for the Application production system. e. Provide disaster recovery environment and perform fail-over to DR environment within forty-eight (48) hours of declared event. f. Generate a report following each and any disaster measuring performance against the disaster recovery plan and identification of problem areas and plans for resolution. g. Maintain a disaster recovery plan. In the event of a disaster, Sensus shall provide the services in accordance REV: 10-07-16 JS CONFIDENTIAL I Page 10 of 30 ATTY/AGR.2016.295/Sensus USA Inc. - AMI Software Agreement