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EXHIBIT A <br />1.Standard Production Support Plan <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 />2.Support Plan Overview <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 SEWs online ticketing management system,email supportCa.sew.ai,or call 1-877- <br />400-7077 to be connected with a live agent. <br />d) Live support shall be provided during SEWs 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 not <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 SEWs 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 />3.Incident and Problem Management,and Service Levels <br />Levels 1 and 2 Support. <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 representatives. 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. Level 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 />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 />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 />Level 3 Support.SEW will support Level 3 Support requirements.Specifically,SEW will: <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 />13 <br />Docusign Envelope ID: 8554268A-3B16-47CD-A583-5329ACD47579