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Exhibit B
<br />Technical Support
<br />Introduction
<br />Sensus Technical Services provides utility customers with a single point of contact for Tier 1 support of technical issues as well as any coordination of additional
<br />resources required to resolve the issue. Requests that require specialized skills are to be forwarded to a senior support engineer or Technical Advisor within the
<br />team for further analysis. If Technical Services has exhausted all troubleshooting efforts for the product type, the issue will escalate to the Engineering Support
<br />Team. Occasionally, on-site troubleshooting/analysis may be required. The preferred order of on-site support is:
<br />a) The Customer (for assistance with the easiest and lowest time-consuming activities such as power on/power off).
<br />b) The local distributor.
<br />c) Sensus employees or contracted personnel, if required to fulfill a contract commitment.
<br />2. Support Categories
<br />2.1. General questions regarding functionality, use of product, how-to, and requests for assistance on Sensus AMR, AMI, RF Network Equipment, Metering
<br />Products, Sensus Lighting Control, and Demand Response Management System (FlexNet Home).
<br />2.2. Proactive reporting and resolution of problems.
<br />2.3. Reactive reporting to isolate, document, and solve reported hardware/software defects.
<br />2.4. Responding to service requests and product changes.
<br />2.5. Addressing customer inquiries with printed or electronic documentation, examples, or additional explanation/clarification.
<br />3. Support Hours
<br />3.1. Standard Support Hours: Toll-free telephone support (1-800-638-3748 option #2) is available Monday thru Friday from 8:00 a.m. EST to 8:00 p.m. EST. After-
<br />hours, holiday and weekend support for Severity 1 and Severity 2 issues is available by calling 1-800-638-3748, option #8.
<br />4. Support Procedures
<br />4.1. Customer identifies an issue or potential problem and calls Technical Services at 1-800-638-3748 Option #2. The Customer Service Associate or Technical
<br />Support Engineer will submit a SalesForce ticket
<br />4.2. The Customer Service Associate or Technical Support Engineer will identify the caller name and utility by the assigned software serial number, city, and state
<br />based on where the call originated. The Customer Service Associate or Technical Support Engineer will require a brief description of the problem symptoms,
<br />or error messages depending on nature of the incident. The nature of the problem and severity levels will be mutually agreed upon by both parties (either at
<br />the time the issue is entered or prior to upgrading or downgrading an existing issue) using the severity definitions below as a guideline. The severity level is
<br />then captured into SalesForce for ticket creation and resolution processing. Any time during the processing of this ticket, if the severity level is changed by
<br />Sensus, the customer will be updated.
<br />A. Severity Levels Description:
<br />Sevi Customer's production system is down. The system is unusable resulting in total disruption of work. No workaround is available and requires
<br />immediate attention.
<br />Example: Network mass outage, all reading collection devices inoperable, inoperable head end software (e.g., FlexWare, Sensus MDM). Not able to
<br />generate billing files.
<br />Sev2 Major system featurelfunction failure. Operations are severely restricted; there is a major disruption of work, no acceptable work -around is
<br />available, and failure requires immediate attention.
<br />Examples: Examples: Network equipment failure (e.g., FlexNet Echo, FlexNet Remote, Base Station transceiver, or VGB); inoperable reading devices
<br />(e.g., AR5500, VXU, VGB, or CommandLink); head end software application has important functionality not working and cannot create export file for
<br />billing system operations.
<br />Sev3 The system is usable and the issue doesn't affect critical overall operation.
<br />Example: Minor network equipment failure (e.g., Echo/Remote false alarms or Base Station transceiver false alarms); head end software application
<br />operable but reports are not running properly, modification of view or some non-critical function of the software is not running.
<br />4.3. The Customer Service Associate or Technical Support Engineer identifies whether or not the customer is on support. If the customer is not on support, the
<br />customer is advised of the service options as well as any applicable charges that may be billed.
<br />4.4. Calls are placed in a queue from which they are accessible to Technical Support Engineers on a first -come -first-served basis. A 1st level Customer Service
<br />Associate may assist the customer, depending on the difficulty of the call and the representative's technical knowledge. Technical Support Engineers (Tier 1
<br />support) typically respond/resolve the majority of calls based on their product knowledge and experience. A call history for the particular account is researched
<br />to note any existing pattern or if the call is a new report. This research provides the representative a basis and understanding of the account as well as any
<br />associated problems and/or resolutions that have been communicated.
<br />a. Technical Services confirms that there is an issue or problem that needs further analysis to determine its cause. The following information must be
<br />collected: a detailed description of the issue's symptoms, details on the software/hardware product and version, a description of the environment in which
<br />the issue arises, and a list of any corrective action already taken.
<br />b. Technical Services will check the internal database and product defect tracking system, to see if reports of a similar problem exist, and if any working
<br />solutions were provided. If an existing resolution is found that will address the reported issue, it shall be communicated to the customer. Once it is confirmed
<br />that the issue has been resolved, the ticket is closed.
<br />C. If there is no known defect or support that defines the behavior, Technical Services will work with the customer to reproduce the issue. If the issue can be
<br />reproduced, either at the customer site or within support center test lab, Technical Services will escalate the ticket for further investigation 1 resolution.
<br />If the issue involves units that are considered to be defective with no known reason, the representative will open a Special Investigation RMA through the
<br />SalesForce system. If it is determined that a sample is required for further analysis, the customer will be provided with instructions that detail where to send the
<br />product sample(s) for a root cause analysis. Once it is determined that the issue cannot be resolved by Tier 1 resources, the ticket will be escalated to Tier 2
<br />support for confirmation/workarounds to resolve immediate issue. Technical Services will immediately contact the customer to advise of the escalation. The
<br />response and escalation times are listed in Section 5. At this time, screen shots, log files, configuration files, and database backups will be created and
<br />attached to the ticket,
<br />Response and Resolution Targets.
<br />Confidential I Page 11 of 12
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