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13 <br /> <br />1. Standard Production Support Plan <br /> <br />This Standard Support Plan shall cover the engagement model, roles, responsibilities, and service level expectations for the <br />production support of Smart Energy Water (SEW) products for the utility (“Client”). <br /> <br />2. Support Plan Overview <br /> <br />a) Production support begins at the end of the 30-day stabilization period following deployment of any SEW Platforms, by <br />SEW or any of its Partners, and shall continue for the duration as specified in the applicable Agreement. <br />b) SEW shall provide support to Client’s designated business contacts, or other IT contacts, in efforts to aid or better equip <br />such contacts in aiding Client’s customers or other end users. <br />c) Incident reporting shall be available twenty-four (24) hours a day, seven (7) days a week, and 365 days a year. To report <br />an incident, please visit help.sew.ai for SEW’s online ticketing management system, email support@sew.ai, or call 1-877- <br />400-7077 to be connected with a live agent. <br />d) Live support shall be provided during SEW’s ordinary business hours as described in Section 10. <br />e) Upon receipt of an incident report, SEW shall provide an electronic Initial Response to Client in order to promptly start with <br />the resolution process for such incident or support issue. These responses shall be provided within the applicable or <br />designated service level agreement for Initial Reaction Time. Such responses shall acknowledge the reported incident, <br />include information about classification, criticality, or request more details from the Client if such incident report does n ot <br />provide enough details. <br />f) Once an issue has been identified, and a potential fix is made available in the User Acceptance Testing (UAT) environment, <br />SEW shall notify the Client’s designated point of contact via the Ticket Portal through the online ticketing management <br />system used to submit the initial ticket. Within five (5) business days of such communication, the Client shall provide SEW <br />with the approval necessary to move the potential fix into Client’s production environment, on a mutually agreed date and <br />time. Upon the potential fix successfully resolving the issue, the ticket will be marked ‘Done’ and shall promptly be closed. <br />g) In the event a Client fails to respond within five (5) business days after which a potential fix is made available and notice <br />has been provided via SEW’s online ticketing management system, the issue shall be deemed an “Abandoned Support <br />Ticket” by the Client. Additionally, the Client will incur a charge of $1950 for unresponsiveness on work performed by SEW <br />resources to provide a potential fix for Client’s support issue. Any future tickets opened by the client will be addressed after <br />providing approval or cancellation of the Abandoned Ticket. <br /> <br />3. Incident and Problem Management, and Service Levels <br /> <br />Levels 1 and 2 Support. <br /> <br />Level 1 Support (Level 1) is defined as first-line support, which shall be the first level of contact for the Client, such as customer <br />interactions, Client customer service representatives, or customer interactions with Client’s field office representative s. Level 1 <br />requests may include basic application navigation, functionality or feature explanations, username and password management, <br />preliminary troubleshooting and general issue analysis. <br />Level 2 Support (Level 2) is defined as second-line support for items which are escalated from Level 1. Level 2 Support may be <br />provided by Client staff, such as an application subject matter expert, system administrator, or technical support teams. Lev el 2 <br />Support staff shall be responsible for assisting unresolved Level 1 Support issues, including preliminary technical troubleshooting, <br />locked IP address resets, and other elevated administrative functions. <br />The Client shall be responsible for the Support Requirements set forth and defined as Level 1 and Level 2 above, and for the described <br />responsibilities below: <br /> <br />(a) provide training to Level 1 and Level 2 service desk personnel before new application or functionality related to SEW <br />products are used; and <br />(b) follow proper escalation procedures from Level 1 to Level 2 and Level 2 to Level 3. Level 1 Support shall at no time be <br />escalated to Level 3 directly. <br />SEW shall be responsible for: <br /> <br />(a) maintaining processes and/or authorized user documentation for SEW products and informing Client of such processes and <br />documentation in order for Client to be able to resolve most Level 1 and Level 2 issues without requiring a transfer to <br />specialized application support. <br />(b) Level 3 support, when engaged through the proper channels (only by Level 2 personnel). See section below. <br /> <br />Level 3 Support. SEW will support Level 3 Support requirements. Specifically, SEW will: <br /> <br />(a) Communicate with Client’s Level 2 personnel electronically or via help.sew.ai incident management system <br />(b) Provide Level 3 Support for SEW products including, advanced technical and system administration responsibilities which <br />may require application log, database access, or other code-related troubleshooting; <br />(c) Provide status updates to Level 2 personnel and other authorized users during incident resolution via incident management <br />system; and, <br />(d) Perform corrective action or provide fix as applicable to cure the reported incident <br />EXHIBIT A <br />DocuSign Envelope ID: 6EE86165-D6F1-4646-9E79-5B5C46F230E7Docusign Envelope ID: 8554268A-3B16-47CD-A583-5329ACD47579