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renew Support Services (if allowed by Eka Systems), Customer must first pay Eka Systems (i) the annual Support Services fee and (ii) a reinstatement charge equal to twenty percent (20 percent) of the Support Services fee. 4. TERM AND TERMINATION The "Term" of this Warranty and Support Agreement shall be for the length of the last to expire warranty period set forth in section 7 below. Support Services shall be provided to Customer free of charge for two (2) years from the date of installation of the last installed Eka-enabled electric meter. Subsequent Support Services shall be provided to Customer per the payments set forth in section 3 Fees and Payment above for the Term, subject to the cancellation and default terms of this Warranty and Support Agreement. 5. ERROR PRIORITY LEVELS Eka Systems shall exercise commercially reasonable efforts to correct any Error reported by Customer in the then-current unmodified release of SOFTWARE in accordance with the priority level reasonably assigned to such Error by Eka Systems. (a) Critical Errors Priority: 1 Example Characteristics: Product network is completely down or performance severely degraded, causing critical impact to the business operations if the network is not restored quickly. No Work-around exists. Call Back Time: 2 hours (Monday -Friday 8 AM - 5 PM Eastern Time) Response shall be as follows: 1. Assign Eka Systems support staff to correct the Error; 2. Notify Eka Systems management that such Errors have been reported and the steps being taken to correct such Error(s); 3. Provide Customer with periodic reports on the status of the corrections; and 4. Initiate work to provide Customer with aWork-around or Fix. (b) Serious Errors Priority: 2 Example Characteristics: Product network is degraded. The degradation in network performance is impacting significant aspects of the business operations. AWork-around exists to bring the network back online. Call Back Time: 6 hours (Monday -Friday 8 AM-5 PM Eastern Time) Response shall be as follows: I. Provide existing fix to Customer. 2. Eka Systems shall exercise commercially reasonable efforts to include the Fix for the Error in the next regular SOFTWARE maintenance release. 6. EXCLUSIONS Eka Systems shall have no obligation to support: (a) Altered or modified SOFTWARE or any portion of the SOFTWARE incorporated with or into other software Advanced Metering Infrastructure Agreement Page 31