Res 1999-168 - Laserfiche WebLink

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Exhibit A TOTAL SYSTEM SUPPORT PROGRAM Electronic Meter Reading Applications ltron's Total System Support Program (TSSP) consists of software and equipment support managed and coordinated through Customer Support Analysts located in the Customer Support Center at Itron's UTS office in Raleigh, North Carolina. CUSTOMER SUPPORT Total System Support Program Customers have access to ltron's Customer Support Center in Raleigh between the hours of 8:00 a.m. and 9:00 p.m. (Eastern Standard Time), Monday through Friday. In addition, emergency support can be obtained twenty-four hours per day, seven days per week through on-call support. The Customer Support Center in Raleigh is the Customer's central contact, augmented by the Customer Support Center in Spokane and technical support analysts to ensure uninterrupted access and efficient problem resolution. The Customer Support Analysts are responsible for troubleshooting equipment and software issues, status reporting, managing problem resolution and escalation procedures, record keeping, and coordinating logistics such as spare part orders, service contract administration, and the delivery of services such as training, on-site support, system audits, etc. In addition, TSSP Customers can consult with Customer Support Analysts regarding installation procedures, modifications to the existing system and operating procedures. Through the Customer Support Analysts, Customers have access to a team of trained professionals from all organizations within ltron necessary to resolve a problem or address a concern. All calls are logged through "Call Tracking" and all verified problems are documented to assist in the resolution of issues through "Central Problem Tracking". The status of all verified problems is monitored until final resolution. The Technical Support Analysts monitor and maintain the logs reflecting the current status of any outstanding issues and Customer requested modifications. These logs include problem or modification reference numbers, date reported, description, priority and scheduled release date and are provided on a regular basis to the Customer for review. A response to a request or a plan for resolving the reported issue is provided by the Technical Support Analysts. Customer Support Analysts are also responsible for providing Customers with Hardware Analysis Reports upon request. Drawing their data from continually updated equipment service histories, these reports detail the field performance of a Customer's hardware devices and compare it to that of ltron's entire installed base. With this.-data, plans can be developed that can help improve hardware field performance and, therefore, system uptime. TSSP Policy (MV -RS) - 3/99 Page 1