R2026-119 Resolution Authorizing a Standard North American Cellular AMI Solution Agreement with Itron, Inc.

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9.2.2.Service Request Process.Customer shall submit Service Requests in the manner required by the Client Services Guidelines Documents and Service Levels.Customer may submit Service Requests on a 24/7/365 basis and Itron will respond to such Service Requests in accordance with the Service Levels. When Customer submits a Service Request,Customer will reasonably assess its urgency according to the appropriate Severity Level in Attachment A to this Agreement_ Itron will designate the initial Severity Level and the Parties will resolve any perceived gap regarding the Severity Level designation as soon as is reasonably practical. 9.2.3.Field Support.At Customer's request,and Itron's approval,Itron will dispatch support personnel to Customer's location to provide onsite Global Support Services("Requested Field Support")related to a reported problem which cannot be addressed remotely.Requested Field Support will be billed at Itron's then-current rates,and Customer will reimburse Itron's travel-related expenses,unless the cause of the reported problem is found to be the fault of Itron. 9.3.Software Maintenance 9.3.1.Fixes. Itron shall provide Fixes in accordance with the Service Levels. Itron's obligations with respect to Service Levels are contingent upon Customer(i)devoting the same level of effort to resolving the Error as is required of Itron,(ii)responding to requests made by Itron within the applicable Response Time,(iii)assigning only qualified personnel to help Itron address the Error, and(iv) providing all information,access,and assistance reasonably requested by Itron to address the Error. 9.3.2. Improvements. Itron shall provide Improvements,if any,at no charge to Customer if such Improvements are made within the current product specifications and are made available to Itron customers generally at no charge. Improvements created as new add-on modules/features and not part of the products original specifications,will be created at Itron's discretion and will be billable at Itron's then current rates.Access to new add-on modules may also require additional licensing and subscription fees. 9.3.3. Exclusions. Itron shall have no obligation to provide Maintenance Services for,or liability to Customer for Software adversely affected by(i)use of Software by anyone other than Itron in combination with software,equipment,or communications networks not referenced in the Documentation as being compatible with the Software;(ii)failure to perform customer responsibilities describe in this Agreement,(iii)viruses introduced through no fault of Itron. 9.3.4.Customer Responsibilities.Customer will support Itron investigation and restoration efforts as defined in the Service Level table and will act upon/implement support solutions and workarounds recommended by Itron in a timely fashion.When escalating a Service Request with Itron,Customer's Primary Service Contact shall collect and provide all data logs,findings,analysis,and any relevant forensic information pertaining to the issue as outlined in Client Services Guideline Documents. 9.4.Equipment Maintenance. 9.4.1.Preventive and Corrective Maintenance. Upon receipt of an item of Covered Itron Equipment,Itron shall(i)perform preventative Maintenance Services necessary to maintain the Covered Itron Equipment in Operating Condition,and(ii)diagnose and correct any failure in the Covered Itron Equipment as necessary to meet Operating Condition,excluding minor cosmetic deficiencies such as blemishes,dents or scratches. 9.4.2. Maintenance Procedures. Customer shall initiate a request for Maintenance Services for Covered Itron Equipment by delivering the Covered Itron Equipment to the applicable Itron Certified Repair Center identified on the Itron Equipment Repair Table. Return of Covered Equipment shall be at Customer's expense and in accordance with Itron's then-current Return Material Authorization("RMA")procedures. Upon receipt of Covered Itron Equipment(with the required information)under Itron's RMA procedures,Itron shall assess the item to determine(a)whether it is in fact Covered Itron Equipment and(b)whether the maintenance requested is included within the Maintenance Services ordered by Customer and not otherwise excluded from coverage. If the returned equipment is determined to be Covered Itron Equipment and the maintenance requested is included in the Maintenance Services ordered by Customer, Itron shall provide the applicable Maintenance Services and return the item of Covered Itron Equipment to Customer at Itron's expense within the applicable turnaround time identified on the Itron Equipment Repair Table_ If Itron determines that returned equipment is not Covered Itron Equipment or is excluded from the Maintenance Services ordered by Customer,then Itron will proceed in accordance with the estimation fees section below. STANDARD NAM Cellular AMI (Water& Gas)