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

Home Browse Search

Attachment A - Software Maintenance &Support Service Levels - Severity Level Response Times Restoration Targets Resolution Escalation Targets*** Business Impact:Critical During regular business- Itron will make diligent 5 business An unresolved Impact/System Down.A hours Itron will begin the efforts on a 24x7 basis, days(for non- Service Request Production System Error Service Request process or as otherwise agreed bug fixes) shall be escalated to for which there is no work- during Customer's initial by the Parties,to: Itron management around,which causes call_ Root Cause as follows: Software or a critical During after-hour i)restore Covered Analysis(RCA): After 30 minutes: business function/ periods,Itron will Firmware or Covered 30 business Technical Customer process of said product to respond to a critical Software with a change days Support Team Lead be unavailable such that support voice messages to eliminate root cause, After 8 hours: system operation cannot within 15 minutes by a ii)provide a workaround Manager,Technical continue. return call to Customer, that restores Covered Client Services Example:a) Billing cannot to validate receipt of the Firmware or Covered After 16 hours: be completed,b)Major critical support call and Software and Director,Global documented function not begin the Service downgrades the Severity Support Services working,c)System hung or Request process. Level to S2,S3,or S4 After 48 hours: completely down Following the start of Customer's Support Staff Service Request. the Service Request must be available 24x7 to Vice President, process Itron will work cooperatively with Services and respond to Customer's Itron continuously until Delivery Service Request within restoration is achieved. After 72 hours: two(2) business hours President,Itron with an investigation Restoration Target: response. Itron will update 4 hours if Itron SaaS. Customer at three(3) hour intervals during each day the Service Request remains unresolved,or as otherwise agreed by the Parties_ Customer will respond to an Itron inquiry or request within three(3) hours_ Severity Level 2* During regular business- Itron will make diligent 15 business An unresolved Business Impact:Major hours Itron will respond efforts during normal days(for non- Service Request impact,degraded to Customer regarding business hours to: bug fixes) shall be escalated to Operation.An Error other Service Request within Itron management than a Severity Level 1 one(1)business day. i)restore Covered Root Cause as follows: STANDARD NAM Cellular AMI (Water& Gas)