Okaloosa County BOCC — January 17, 2017 — Software as a Service Agreement — reading text

account information, end user name, and other end user details. When sent to the Sensus FTP servers, this file exchange will enable the system fo become operational with the Customer's systems. Customer shall produce this file and transmit it to the FTP location designated by Sensus. Sensus will provide reasonable support to explain to Customer the required vs. optional fields that are in the specification, testing and validation of the file format and content. a. Inscope of the included integration efforts is the mapping the Customer’s fields fo the VFlex specification. b. Out of scope and subject to addifional charges will be the transformation of data where business logic including code must be written to moedify the field content or format of the data to meet the VFlex specification. ii. Sensus’ integration services consists of four (4) hours of assistance (remote or on-site, as determined by Sensus). If additional ime is needed to complete the integration efforts, Sensus shall invoice Custemer for additional fees on an aciual time and materials basis, SemeoooD T @ eoT® @ampanoe CONFIDENTIAL | Page 8 of 12 = SENSUS jiil. If an item is not listed in subparagraphs (i) or (ii) above, such item is excluded from the integration of Sensus Analytics Support and is subject to additional pricing. D. Data Import. The Sensus Analyfics Application contains adapters for the import of data from; {a) Customer's FlexNet AMI System; and/or (b) AutoRead application for handheld and drive by systems, as applicable. E. Customer Acknowledgements, i Customer acknowledges that the Sensus Analytics Application provides up fo fifty (50) user logins for Customer's use, ii. ~ Customer acknowledges and agrees the Sensus Analytics Application is based upon the actual number of End Users within Customer's Service Territory. Pricing may increase if Customer’s Service Territory or actual number of End Users expands. iil. Customer acknowledges that all data related fo the Sensus Analytics Applications is geographically hosted within the United States of America. Customer accepts the geographic iocation of such hosting, and indemnifies Sensus for any claims resulting therefrom. iv. Customer acknowledges and agrees that the Intellectual Property provisions of this Agreement apply in all respects to Customer’s access fo and use of the Sensus Analytics Applications. v Customer is responsible for validating the data analyzed by the Sensus Analytics Applications. Sensus makes no promises of improving Customer's operations or saving Customer meney, nor is Sensus liable for any damages resulting from decisions made by Customer related to Customer's use of Sensus Analytics. IV. Third Party Software. A. RedHat Linux. If Sensus is providing Customer with a license to use RedHat Linux Scftware, Customer agrees to the following: By entering into this Agreement, Customer agrees fo abide by and to be legally bound by the terms and conditions of the Red Hat End User License Agreements identified below, each of which are incorporated into this Agreement by reference and are available at the websites identified below. Please read the Red Hat End User License Agreements and incorporated references carefully. Subscription: End User License Agreement: Red Hat Enterprise Linux http:/www.redhat.comflicenses/rhel_rha_eula.htm! JBoss Enterprise Middleware http:/www.redhat.com/licenses/jboss_eula.html CONFIDENTIAL | Page 9 of 12 SENSUS Exhibit B Technical Support Introduction Sensus Technical Services provides ulility customers with a single point of contact for Tier 1 support of technical issues as well as any coordination of additional 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 team for further analysis. If Technical Services has exhausted all troubleshooting efforts for the product type, the issue will escalate to the Engineering Support Team. Occasionally, on-site troubleshooting/analysis may be required. The preferred order of on-site support is: a) The Customer (for assistance with the easfest and lowest time-consuming acfivities such as power on/power off). b) The local distributor. ¢) Sensus employees or contracted personnel, if required to fulfill a contract commitment. Support Categories 2.1, General questions regarding functionality, use of product, how-to, and requests for assistance on Sensus AMR, AMI, RF Network Equipment, Metering Products and Sensus Lighting Control. 2.2. Proactive reporting and resolution of problems. 2.3, Reactive reporting to isolate, document, and solve reported hardware/software defects. 2.4, Responding to service requests and product changes. 2.5. Addressing customer inquiries with printed or electronic documentation, examples, or additional explanation/clarification. Support Hours 3.1, Standard Support Hours: Toll-free telephone support (1-800-638-3748 option #2) is available Monday thru Friday from 8:00AM EST to 8:00PM EST. After- hours, holiday and weekend support for Severity 1 and Severity 2 issues is available by calling 1-800-638-3748, option #8. Support Procedures 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 Support Engineer will submit a Support ticket. 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 in which the call originated. The nature of the problem and severity levels will be agreed upon by both parties (either at 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 then captured into a support ticket for creation and resolufion processing. Any fime during the processing of this ticket, If the severity level is changed by Sensus, the customer will be updated. Severity Levels Description: Sev1 Customer's production system is down, The system is unusable resulting in total disruption of work. No workaround is available and requires immediate attention, Example: Network mass outage, all reading coliection devices inoperable, inoperable head end software (e.g., RN| Software, Sensus MDM). Sev2 Major system feature/function failure. Operations are severely restiicted; there is a major disruption of work, no acceptable work-around is available, and failure requires immediate attention. Examples: Network equipment failure (e.g., FlexNet Echo, FlexNet Remote, Base Station fransceiver, or VGB); inoperable reading devices (e.g., AR5500, VXU, VGB, or CommandLink); head end software application has important functionality not working and cannot create export file for billing system operations. Sev3 The system is usable and the issue doesn't affect critical overall operation. Example: Minor network equipment failure (e.g., Echo/Remote false alarms or Base Station transceiver false alarms); head end software application operable but reports are not running properly, modification of view or some non-critical function of the software is not running. Sev4 Minor system issues, questions, new features, or enhancement requests to be corrected in future versions. Examples: Minor system issues, general questions, and "How-To" questions. 4.3. The Customer Service Asscciate or Technical Support Engineer identifies whether or not the customer is on support. If the customer is not on support, the customer Is advised of the service options as well as any applicable charges that may be billed. 4.4. Calls are placed in a queue from which they are accessible to Technical Support Engineers on a first-come-first-serve basis. A first level Customer Service Associate may assist the customer, depending on the difficulty of the call and the representative’s technical knowledge. Technical Support Enginaers (Tier 1 support) typically respond/resolve the majority of calls based on their product knowledge and experience. A call history for the particular account is researched 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 associated problems and/or resolutions that have been communicated. a. Technical Services confirms that there is an issue or problem that needs further analysis to determine its cause. The following information must be collected: a detailed description of the issue’s symptoms, detalls on the software/hardware product and version, a description of the environment in which the issue arises, and a list of any corrective action already taken. b, Technical Services will check the internal database and product defect tracking system, to see if reports of a simifar problem exist, and if any working 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 that the issue has been resolved, the ticket is closed. ¢ Ifthere 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 reproduced, either at the customer site or within support center test lab, Technical Services will escalate the ticket for further investigation / resolutien. 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 Support 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 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 support for confirmation/workarounds to resolve immediate issue. Technical Services will immediately contact the customer to advise of the escalation. The 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 attached to the ficket, CONFIDENTIAL | Page 10 of 12 v 5. Response and Resolution Targets. Sensus Technical Support WI|| make every reasonable effort to meet the foIIowmg response and resolution targets 1 Standard Target . Sl L Severlty i RespoRsR L Standard Target Resoluti Resolutio re ol the fo]!owmg) Immedlately assign {rained and qualified | * Satrsfactory workaraund s prowded Services Staff to correct the error on an | * Program patch is provided. 1 30 Minutes 97(!’“'“‘9.d .basis. Provide ~ongoing | e Fix incorporated into future release, gownllt{glcatlon on the stas of a |, Fix or workaround incorporated into the Support orrection. Knowledge Base. « Satisfactory workaround is provided. Assign trained and quelified Services | ¢ Program patch is provided. 2 4 hours Staff to comect the eror. Provide | » Fixincorporated into future release. communication & updates occur. « Fix or workaround incorporated into the Support Knowledge Base. » Answer to question is provided. « Satisfactory workaround is provided. 3 1 Business Day 90 business days « Fix or workaround incorporated into the Support Knowledge Base. « Fixincorporated into future release. « Answer to question is provided. 4 2 Business Days 12 months « Fix or workaround incorporated into the Support Knowledge Base. Problem Escalation Process. 6.1, Ifthe normal support process does not produce the desired results, or if the severity has changed, the issue may be escalated as follows to a higher level of authority. 6.1.1. Severity 1 issues are escalated by Sales or Technical Services to a Supervisor if not resolved within 2 hours; to the Manager level if not resolved within 4 hours; to the Director level if not resolved within the same