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ATTACHMENT C Warranty and Support Agreement 1. INTRODUCTION Eka stands behind our products with an expert team of customer support engineers and product development engineers. Our mission is to help you derive maximum value from your network and to ensure your complete satisfaction with Eka Systems products and services 2. SUPPORT SERVICES Support Services consist of: (a) Off-site Error Correction and Telephone Support provided to Customer's Technical Support Contact concerning Priority 1 (Critical) and Priority 2 (Serious) problems that cannot be solved by Customer's Technical Support contact regarding the installation and use of HARDWARE and the then-current release of SOFTWARE and the Previous Sequential Release; (b) Telephone consultation with Customer on minor problems and potential product enhancements; and (c) Product updates that, Eka Systems, at its discretion makes generally available. Product updates consist of copies of published revisions to the printed documentation and copies of revisions to the machine-readable SOFTWARE which are not designated by Eka Systems as products for which it charges a separate fee. All product updates provided to Customer shall be governed by the terms of the Agreement, including without limitation the software licensing provisions of the Agreement. Customer shall be responsible for first and second level support of its End-Users and distribution of maintenance software releases. First and second level support includes: • Providing initial installation and configuration services. • Providing support to all end-users. Eka Systems will provide support to the trained Customer's personnel who provide support to the End-Users. • Answering most installation, use and problem queries from Customer's End-Users including provisions of existing workarounds to their End-Users. • Where practical, replicating an End-User problem and sending all relevant technical data on the replication to Eka Systems. • Performing the upgrades to all products • Identifying hardware problems and returning failed units for repair. • Maintaining adequate spare units 3. FEES AND PAYMENT For each unit of Product the Customer has purchased, the Customer shall pay Eka Systems the applicable Support Services (software and hardware warranty) fee currently set at 18 percent annually based on the current retail market software price. Customer shall be responsible for all taxes associated with Support Services other than U.S. taxes based on Eka Systems' net income. Customer's payment is due annually for each Support Services contract ordered. In the event Customer fails to pay Eka Systems for each Support Services contract on the due date, Eka Systems will send notice that it will cancel support services. After 90 days from cancellation, to reinstate or Advanced Metering Infrastructure Agreement Page 30