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

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Error,for which there is no While Service Request Firmware or Covered Analysis(RCA): After 1 hours: work-around,which remains unresolved, Software with a change Not Available Technical Customer degrades or limits Itron will update the to eliminate root cause, Support Team Lead operation of major system Customer and the ii)provide a workaround After 8 hours: functions causing Software Service Request at least that restores Covered Manager,Technical to miss required business every other business Firmware or Covered Client Services interface or deadlines. day,or as otherwise Software and After 24 hours: Software remains available agreed by the parties_ downgrades the Severity Director,Global for operation but in a highly Customer will respond Level to S3 or S4. Support Services restricted fashion. to an Itron inquiry or After 30 Days: Example:a) Billing cannot request within one(1) Restoration Target: Vice President, be completed on time,b) business day. Services and Major function is operating 5 business days if Itron Delivery outside documented timing SaaS. /term,c)Software operating slow,missing data,data delivery,daily mission. Severity Level 3** During regular business- Itron will work during 90 business Business Impact:Minor hours Itron will respond normal business hours days(for non- Business Impact, to Customer regarding to: bug fixes) compromised operations. Service Request within An Error other than a two(2)business days. i)restore Covered Root Cause Severity Level 1 or Severity While Service Request Firmware or Covered Analysis(RCA): Level 2 Error that has remains unresolved, Software with a change Not Available moderate impact on use of Itron will update the to eliminate root cause, or access,with low Service Request weekly, ii)provide a workaround business impact,but not or as otherwise agreed that restores Covered preventing Customer from by the parties. Firmware or Covered performing daily activities. Customer will respond Software and Example:The Service to an Itron inquiry or downgrades the Severity Request affects use by request within two(2) Level to S4. Software users,allowing business days. Customer's functions to Restoration Target: continue to meet daily business needs. 45 business days if Itron SaaS. Severity Level 4 During regular business- Itron GSS Management There is no Business Impact:Standard hours Itron will respond Team will make resolution Operations intact.A low or to Customer regarding commercially reasonable target for no-impact Error other than Service Request within efforts during normal Severity Level 4 a Severity Level 1,Severity three(3) business days. business hours to Issues. Level 2 or Severity Level 3 understand the Service STANDARD NAM Cellular AMI (Water& Gas)