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Sens us Technical Support will make every reasonable effort to meet the following response and resolution targets: <br />Severity <br />Standard Target <br />Response <br />Standard Target Resolution <br />Resolution (one or more of the following) <br />Immediately assign trained and qualified <br />Satisfactory workaround is provided. <br />Services Staff to correct the error on an <br />Program patch is provided. <br />1 <br />30 Minutes <br />expedited basis. Provide ongoing <br />Fix incorporated into future release. <br />communication on the status of a <br />Fix or workaround incorporated into <br />correction (24 hours). <br />SalesForce Knowledge Base. <br />Satisfactory workaround is provided. <br />Assign trained and qualified Services <br />Program patch is provided. <br />2 <br />4 hours <br />Staff to correct the error. Provide <br />Fix incorporated into future release. <br />communication as updates occur (48 <br />hours). <br />Fix or workaround incorporated into <br />SalesForce Knowledge Base. <br />Answer to question is provided. <br />Satisfactory workaround is provided. <br />3 <br />1 Business Day <br />30 business days <br />Fix or workaround incorporated into <br />SalesForce Knowledge Base. <br />Fix incorporated into future release. <br />6. Problem Escalation Process. <br />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 <br />authority. <br />6.1.1.1. 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 <br />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. <br />6.1.1.2. A customer may escalate an issue by calling 1-800-638-3748, Option 2. Please specify the SalesForce ticket number and the reason why the <br />issue is being escalated. <br />6.1.1.3. 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 <br />SalesForce ticket to Manager of Technical Services (1-800-638-3748, Option 2). <br />7, General Support Provisions and Exclusions. <br />7.1. Sensus provides online documentation for Sensus products, and all Sensus customers are provided access to this online database, which includes operation, <br />configuration and technical manuals. The customer shall provide names and email accounts to Sensus so Sensus may provide access to the product <br />documentation. <br />7.2. Specialized support from Sensus is available on a fee basis to address support issues outside the scope of this support plan or if not covered under another <br />specific contract or statement of work. For example: specialized systems integration services or out of warranty network equipment repair. <br />Confidential I Page 14 of 14 <br />25H-160 <br />