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4d sEnsus associated problems and/or resolutions that have been communicated, a. Technical Services confirms that there is an issue or problem that needs further analysis to determine its cause. The following information must be collected: a detailed description of the issue's symptoms, details on the software/hardware product and version, a description of the environment in which the issue arises, and a list of any corrective action already taken. b. Technical Services will check the internal database and product defect tracking system, to see if reports of a similar problem exist, and if any working solutions were provided. If an existing resolution is found that will address the reported issue, it shall be communicated to the customer. Once it is confirmed that the issue has been resolved, the ticket is closed. c. If there is no known defect or support that defines the behavior, Technical Services will work with the customer to reproduce the issue. If the issue can be reproduced, either at the customer site or within support center test lab, Technical Services will escalate the ticket for further investigation / resolution. If the issue involves units that are considered to be defective with no known reason, the representative will open a Special Investigation RMA through the Support system. If it is determined that a sample is required for further analysis, the customer will be provided with instructions that detail where to send the product sample(s) for a root cause analysis. Once it is determined that the issue cannot be resolved by Tier 1 resources, the ticket will be escalated to Tier 2 support for confirmation/workarounds to resolve immediate issue. Technical Services will immediately contact the customer to advise of the escalation. The response and escalation times are listed in Section 5. At this time, screen shots, log files, configuration files, and database backups will be created and attached to the ticket. 5. Response and Resolution Targets. Sensus Technical Support will make every reasonable effort to meet the following response and resolution targets: Severity Standard Target Standard Target Resolution Resolution (one or more of the Response following) Immediately assign trained and • Satisfactory workaround is provided. qualified Services Staff to correct • Program patch is provided. 1 30 Minutes the error on an expedited basis. • Fix incorporated into future release. Provide ongoing communication • Fix or workaround incorporated into on the status of a correction. the Support Knowledge Base. • Satisfactory workaround is provided. Assign trained and qualified Ser- • Program patch is provided. vices Staff to correct the error. 2 4 hours Provide communication as • Fix incorporated into future release. updates occur. • Fix or workaround incorporated into the Support Knowledge Base. • Answer to question is provided. • Satisfactory workaround is provided. 3 1 Business Day 90 business days • Fix or workaround incorporated into the Support Knowledge Base. • Fix incorporated into future release. 6. Problem Escalation Process. 6.1. If the normal support process does not produce the desired results, or if the severity has changed, the issue may be escalated as follows to a higher level of authority. 6.1.1. Severity 1 issues are escalated by Sales or Technical Services to a Supervisor if not resolved within 2 hours; to the Manager level if not resolved within 4 hours; to the Director level if not resolved within the same business day; and to the VP level if not resolved within 24 hours. 6.1.2. A customer may escalate an issue by calling 1-800-638-3748, Option 2. Please specify the Support ticket number and the reason why the issue is being escalated, 6.1.3. In the event that a customer is not satisfied with the level of support or continual problem with their products, they may escalate a given Support ticket to Manager of Technical Services (1-800-638-3748, Option 2). REV: 10-07-16 JS CONFIDENTIAL I Page 17 of 30 ATTY/AGR.2016.295/Sensus USA Inc. - AMI Software Agreement