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EXHIBIT A 1. Standard Production Support Plan This Standard Support Plan shall cover the engagement model, roles, responsibilities, and service level expectations for the production support of Smart Energy Water(SEW)products for the utility("Client"). 2. Support Plan Overview a) Production support begins at the end of the 30-day stabilization period following deployment of any SEW Platforms, by SEW or any of its Partners,and shall continue for the duration as specified in the applicable Agreement. b) SEW shall provide support to Client's designated business contacts, or other IT contacts, in efforts to aid or better equip such contacts in aiding Client's customers or other end users. c) Incident reporting shall be available twenty-four(24)hours a day,seven(7)days a week, and 365 days a year.To report an incident, please visit help.sew.ai for SEWs online ticketing management system,email supportCa.sew.ai,or call 1-877- 400-7077 to be connected with a live agent. d) Live support shall be provided during SEWs ordinary business hours as described in Section 10. e) Upon receipt of an incident report,SEW shall provide an electronic Initial Response to Client in order to promptly start with the resolution process for such incident or support issue. These responses shall be provided within the applicable or designated service level agreement for Initial Reaction Time. Such responses shall acknowledge the reported incident, include information about classification, criticality,or request more details from the Client if such incident report does not provide enough details. f) Once an issue has been identified,and a potential fix is made available in the User Acceptance Testing(UAT)environment, SEW shall notify the Client's designated point of contact via the Ticket Portal through the online ticketing management system used to submit the initial ticket.Within five(5)business days of such communication,the Client shall provide SEW with the approval necessary to move the potential fix into Client's production environment, on a mutually agreed date and time. Upon the potential fix successfully resolving the issue,the ticket will be marked'Done'and shall promptly be closed. g) In the event a Client fails to respond within five(5)business days after which a potential fix is made available and notice has been provided via SEWs online ticketing management system, the issue shall be deemed an "Abandoned Support Ticket"by the Client.Additionally,the Client will incur a charge of$1950 for unresponsiveness on work performed by SEW resources to provide a potential fix for Client's support issue.Any future tickets opened by the client will be addressed after providing approval or cancellation of the Abandoned Ticket. 3. Incident and Problem Management,and Service Levels Levels 1 and 2 Support. Level 1 Support (Level 1) is defined as first-line support, which shall be the first level of contact for the Client, such as customer interactions, Client customer service representatives, or customer interactions with Client's field office representatives. Level 1 requests may include basic application navigation, functionality or feature explanations, username and password management, preliminary troubleshooting and general issue analysis. Level 2 Support (Level 2) is defined as second-line support for items which are escalated from Level 1. Level 2 Support may be provided by Client staff, such as an application subject matter expert, system administrator, or technical support teams. Level 2 Support staff shall be responsible for assisting unresolved Level 1 Support issues, including preliminary technical troubleshooting, locked IP address resets,and other elevated administrative functions. The Client shall be responsible for the Support Requirements set forth and defined as Level 1 and Level 2 above,and for the described responsibilities below: (a) provide training to Level 1 and Level 2 service desk personnel before new application or functionality related to SEW products are used;and (b) follow proper escalation procedures from Level 1 to Level 2 and Level 2 to Level 3. Level 1 Support shall at no time be escalated to Level 3 directly. SEW shall be responsible for: (a) maintaining processes and/or authorized user documentation for SEW products and informing Client of such processes and documentation in order for Client to be able to resolve most Level 1 and Level 2 issues without requiring a transfer to specialized application support. (b) Level 3 support,when engaged through the proper channels(only by Level 2 personnel).See section below. Level 3 Support.SEW will support Level 3 Support requirements.Specifically,SEW will: (a) Communicate with Client's Level 2 personnel electronically or via help.sew.ai incident management system (b) Provide Level 3 Support for SEW products including,advanced technical and system administration responsibilities which may require application log,database access,or other code-related troubleshooting; (c) Provide status updates to Level 2 personnel and other authorized users during incident resolution via incident management system;and, (d) Perform corrective action or provide fix as applicable to cure the reported incident 13