• Assign a Customer Success Manager ("CSM") to manage delivery of the Oracle Utilities cloud service(s). The CSM will be the primary point of contact, will act as the first point for escalations, will monitor the progress of any related service requests ("SR") and confirm that all Oracle Utilities cloud services are performed in accordance with targets.

• Provide access to information about incidents and changes made to any of your Oracle Utilities cloud service environment(s).

• Upon request, create and deliver a Quarterly Status Report summarizing the activities undertaken over the past quarter and those scheduled as major future events.

• Upon request, offer quarterly meetings with customer/implementation oversight team to present, review and discuss the Quarterly Status Report.

• Monitor infrastructure and application availability and resolve any incident that is within Oracle's scope or responsibility.

• Provide primary Help Desk Services from 08:00 to 17:00 your local time on Oracle working days.

• Respond to severity 1 incidents 24 hours per day, 365 days per year.

• Provide incident management and problem management services for events related to Oracle Utilities Cloud Services, including:

• Analyzing issues and resolving any incidents that are within Oracle's scope or responsibility

• Escalating any issues not within Oracle's scope or responsibility to you for resolution

• Provide infrastructure logs to assist in the diagnosis and remediation of incidents within your scope or responsibility. NB: these logs may be scrubbed for security purposes and other sensitive data.

• Assign a manager to act as the primary conduit for all issues relating to the delivery of these services.

• Provide Oracle with the dates for key business and technology events (i.e. testing calendar, refresh schedule etc.) at least thirty (30) days prior to the event.

• Assign appropriate resources to support your activities.

• Support scheduling of meetings as required.

• Participate in all scheduled meetings.

• Manage all activities, including:

• Prioritizing work activities

• Providing coordination across any teams and/or interested parties external to Oracle.

• Escalation of issues to the Oracle CSM in a timely manner.

• Providing any information required to progress service requests. Oracle is not responsible for meeting any agreed (or stated) targets or objectives if required or requested information is not forthcoming in a timely manner.

• Assigning appropriate resources to conduct all required acceptance testing for all software packages delivered.

• Accepting all software packages prior to promotion to the Production environment.

• Maintaining a contact list for all persons performing governance functions.

• Participating in Oracle's internal quality assurance processes on a mutually agreed schedule.

• Manage the Oracle Utilities cloud services, including:

• Defining and (as necessary) modifying batch schedules to meet business needs.

• Monitoring batch and interface processes to confirm and verify completion.

• Defining, implementing, testing and deploying any changes to the configuration and extensions required to:

• Resolve incidents or problems within the customers scope or responsibility

• Meet evolving business needs

• Conform with upgrades, patches or any other Oracle Utilities cloud service requirements or prerequisites.

• Notify Oracle of any incidents detected.

• Action each SR in accordance with the relevant Oracle Cloud Hosting and Delivery Policies.

• Establish the method of communication between the incident management team and the Oracle team for each incident.

• Redirect any SRs to the correct (non- Oracle) support team if the SR is not within the scope of the Oracle Utilities cloud service(s).

• Assist the Oracle team with SR analysis of data originating outside the applications.

• Correct business data as reasonably requested by Oracle to achieve closure of an identified problem.

• Monitor customer network and network connections to ensure sufficient bandwidth and performance.

• Conduct all functional, regression, performance, system integration, acceptance and/or user acceptance testing as appropriate, and accept and approve all software changes, prior to the production roll out of any change, in accordance with any agreed-on release management process, for any change resulting from:

• An incident remedy or fix, or

• Any service pack update or upgrade.

• Provide authorizations and/or validations for data correction and/or adjustments to the supported environments.

• Apply configuration changes that are within the customer's or implementation’s scope as recommended by Oracle to prevent recurring incidents.

• At Oracle's request, provide approval through the environment change management process for the installation of fixes to prevent recurring incidents.

• Initiate documented escalation processes when the urgency of the incident has increased due to business requirements.

• Provide incident support where the remediation is within Oracle's scope or responsibility, specifically:

• Provide Oracle with access to the user who reported the problem.

• Provide all information as reasonably requested by Oracle and participate in diagnostics.

• Provide a test case and access to an environment where the SR incident is reproducible.

• Provide Oracle, as necessary, with access to any other support teams.

• Acknowledge that the supplied break-fix resolves the incident or problem and accept the SR closure.

• Provide internal approvals to Oracle before the migration of any change recommended by Oracle into a production environment.

• When an incident or problem is determined by Oracle to be unrelated to an Oracle Utilities cloud service or to be caused by data problems arising from data conversion or some other error, a separate, paid contract may be required to cover Oracle's time spent investigating and, if relevant, correcting the problem at Oracle's prevailing time and materials rates, and to reimburse Oracle for all reasonable out of pocket expenses.