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<br />SOFTWARE SUPPORT <br /> <br />Software Engineering services can be accessed through the Customer Support Center in <br />Raleigh. Software Engineering services maintain the software in accordance with the <br />MV-RS WIN User Guide Document through problem resolution work that often results <br />in software releases. <br /> <br />Itron software releases occur through the transportation of magnetic media to the <br />Customer site. Included with the release are the Problem Tracker or modification <br />description, description of the change, documentation, and installation procedures. Once <br />this software is released, it becomes the new software base on which all future changes <br />are delivered. <br /> <br />Problem Resolution <br /> <br />Problem resolution work begins after the problem is verified by Itron, usually through <br />duplication of the problem. In order to verify a problem, the Customer Support Analyst <br />may request additional documentation or data from the Customer. <br /> <br />Between major System releases, problems determined to be "critical" in nature are acted <br />upon immediately. These are problems that impact the collection or pass-through of data <br />and therefore affect mainframe processing. <br /> <br />On-site critical problem resolution by qualified Itron programming staff is included in <br />TSSP and available twenty-four hours per day, seven days per week, when a joint <br />determination by Itron and the Customer has been made confirming the need for on-site <br />assistance. Itron charges current time and materials rates and expenses for on-site <br />problem resolution when it determines that the failure is due to hardware or software not <br />supported by Itron. <br /> <br />In addition, Itron maintains a current backup of all Customer related software; source <br />code and appropriate documentation with which it can start helping the Customer attain <br />software recovery within twenty-four hours of notification. <br /> <br />Total System Support Program problem resolution excludes support of the following: <br /> <br />1. Customer modified software. <br /> <br />2. Third-party software not supplied by Itron or designated in the MV -RS WIN User <br />Guide Document. <br /> <br />3. Software changes required to integrate into the system third-party software or <br />firmware not supplied by Itron or designated in the MV -RS WIN User Guide <br />Document. <br /> <br />4. System corruption due to accident, misuse or negligence. <br /> <br />5. Software not included in the Service Agreement between Itron and the Customer. <br /> <br />6. Communication problems related to Customer supplied modems and/or telephone <br />lines that do not meet Itron standards. <br /> <br />TSSP Policy (MV -RS) - 3/99 <br /> <br />Page 2 <br />