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12 <br />Contents <br />1. Standard Production Support Plan ............................................................................................................................................ 3 <br />2. Support Plan Overview ............................................................................................................................................................. 3 <br />3. Incident and Problem Management, and Service Levels ........................................................................................................... 3 <br />4. Incident Prioritization and Response SLAs ............................................................................................................................... 4 <br />5. Incident Reporting .................................................................................................................................................................... 4 <br />6. SEW System Maintenance ....................................................................................................................................................... 4 <br />7. SEW Device and OS Support ................................................................................................................................................... 5 <br />8. Third Party Vendor Support and Troubleshooting Services ....................................................................................................... 5 <br />9. SEW Support Contact Information ............................................................................................................................................ 5 <br />10. SEW Support Hours of Operation ............................................................................................................................................. 5 <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br />Version 2.3 January 2021 <br /> <br />Smart Energy Water Standard Software as a Service Subscription Terms & Conditions Copyright <br />© 2021 Smart Energy Systems. All rights reserved. <br />No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, <br />without the express written approval of Smart Energy Systems. <br /> <br />All other company or product names are mentioned for identification purposes only and may be trademarks of their respective owners. <br />EXHIBIT A <br />DocuSign Envelope ID: 6EE86165-D6F1-4646-9E79-5B5C46F230E7Docusign Envelope ID: 8554268A-3B16-47CD-A583-5329ACD47579