CLIENT SERVICES TECHNICAL SUPPORT SERVICES 877-ITRON02 ( ) Updated IVR Phone Support options Overview 10/2013

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1 CLIENT SERVICES TECHNICAL SUPPORT SERVICES 877-ITRON02 ( ) Updated IVR Phone Support options Overview 10/2013

2 TABLE OF CONTENTS» Introduction to the new support IVR» What has changed» What has NOT changed» Contacting Support Services phone, , web» Maintenance support overview - benefits» IVR Caller options overview» First level IVR Options» Details of First level options Slides 9 16» Shortcut number buttons to press references to products 2

3 INTRODUCTION TO THE NEW SUPPORT IVR» In the past, several phone numbers were made available as Itron grew and acquired new locations» Itron s Technical Support Services has updated call routing through a single toll-free number for all North America support» The voice prompts have changed. Please familiarize yourself with the new options for your favorite products.» Pass this information along to others 3

4 WHY THE CHANGE?» Updated Support s digital phone software. Provides our teams with better real time visibility to calls waiting to be answered, who is busy, who can help.» Changes in 2012 to the Technical Support Organization Changes how our products are managed, added new products and what teams backup other teams.» Consolidating to a single phone number makes it easier for our customers and routes appropriately in the new organization. 4

5 WHAT DID NOT CHANGE» The same high level of support» The same North America based support teams» The same processes for call tracking and response 5

6 CONTACTING TECHNICAL SUPPORT Contact Information: Phone\Voic * * Web* * For , Non-Urgent Voic and Web (Itron Access) support please allow for up to 48 business hours for response. Call us if you have sent an electronic request that needs more immediate attention. 6

7 MAINTENANCE SUPPORT OVERVIEW» Technical Support Hours of Operation: 5am PST 5pm PST (Monday- Friday) After hours support available for Severity Level 1 issues (Critical system down/ billing affected type issues) Maintenance support includes: Product Support on all Itron Supported Hardware & Software Software Upgrades Major product releases and Critical maintenance releases Hardware repairs under warranty Emergency loaner equipment Preferred hardware repair turnaround Direct participation / input to upcoming releases 7

8 OVERVIEW ALL OPTIONS The number option is in Parenthesis TSS Main Menu MV-RS Software & Hardware (1) MDCBA Meter Data Collection SW, Meter/ERT HW/RMA Business Analysis SW Enterprise Apps (1) ESS Enterprise Solution Support Itron Enterprise Edition SW Cloud/Managed Svc (Hosted Systems) (5) Curtailment Mgr (1) Sales (6) Sales Inquiry voic FCS Software & Hardware Cisco CGR, Tropos, Tantalus, AGR Grid Routers, 3rd Party product support Hosted MV90, WEB, SmartMtr, OpenWay, Fixed Net FDM, ERT/ERT RMA s MLOG, Leak Detect. MV-90xi, MV-LTxi, MV-WEB, MV-PBS, (4) OpenWay, Fixed Net, ChoiceConnect, CCU RMA Distribution Solutions (4) AMI SW & HW Distribution Line Design (DDS) SW products ICS Managed / Hosted svcs Meters, RMA (5) Electric Meters (1) Gas & Regulators Water Meters ICS (4) Forecasting Solutions (7) Itron Cellular SW & HW 8

9 FIRST LEVEL OPTIONS List of products for each option and the number to press TSS MDCBA MVRS/FCS/MV- 90xi/MVproducts/ FDM/ERTs/ Waterloss/Meters RMA ESS Enterprise -IEE Grid Routers Openway Fixed Network SW, HW & RMA s Distribution Design Studio ICS Itron Cellular Solutions HW & TMS (4) Cloud/Managed Svcs Itron Hosted & Managed systems MV90/Web/ Smart Meter OpenWay/Fixed Network / ICS (5) Sales Inquiries (Any product) (6) Forecasting products (7) 9

10 METER DATA COLLECTION AND BILLING ANALYSIS PRODUCTS Press 2 from main menu MDCBA MV-RS Software & Hardware (1) Meter Data Collection SW, Meter/ERT HW/RMA Business Analysis SW FCS Software & Hardware FDM, ERT/ERT RMA s MLOG, Leak Detect. MV-90xi, MV-LTxi, MV-WEB, MV-PBS, (4) Meters, RMA (5) Electric Meters (1) Gas & Regulators Water Meters 10

11 ENTERPRISE SOLUTIONS SUPPORT PRODUCTS Press 3 from main menu ESS Enterprise Solution Support Enterprise Apps (1) Itron Enterprise Edition SW Cisco CGR, Tropos, Tantalus, AGR Grid Routers, 3rd Party product support OpenWay, Fixed Net, ChoiceConnect, CCU RMA Distribution Solutions (4) AMI SW & HW Distribution Line Design (DDS) SW products 11

12 ITRON CELLULAR SOLUTION PRODUCTS Press 4 from main menu Includes Cellular equipped meter and TMS Software support ICS Itron Cellular SW & HW 12

13 CLOUD AND MANAGED PRODUCTS Press 5 from main menu Includes Itron hosted, Itron Managed solutions and Cellular Solar hosted system support also. Cloud/Managed Svc (Hosted Systems) (5) Curtailment Mgr (1) Hosted MV90, WEB, SmartMtr, OpenWay, Fixed Network ICS Managed / Hosted svcs 13

14 SALES QUESTIONS AND INQUIRES Press 6 from main menu Please leave a detailed voic regarding sales inquiries or product status questions Sales (6) Sales Inquiry voic 14

15 FORECASTING PRODUCT SOLUTIONS Press 7 from main menu Calls will route to a person answering for the forecasting team or, when unavailable, to an attended voic box Forecasting Solutions (7) 15

16 AFTER HOURS VOIC OPTIONS Greeting will provide options for non-urgent or urgent, high severity issues Dial Non-urgent Calling during Business Hours? No Office is closed greeting & Voic options Non-urgent voic or Severity 1 Urgent voic (Need call back)? Non-Urgent voic Response OK in 1-2 business days Yes Severity 1 system down Main Menu Greeting and options Severity 1 system down only issues Pager person will call back 16

17 SHORT CUTS TO PRODUCTS Handy references to print out MV-RS Hardware & Software Press 2 then 1 FCS Hardware & Software Press 2 then 2 FDM / ERTs / MLOG / Leak Detection / Endpoint RMA s Press 2 then 3 MV-90 xi / MV-LT xi / MV-Web / MV-PBS Press 2 then 4 17

18 SHORT CUTS TO PRODUCTS Handy references to print out Metering / Meter RMAs Press 2 then 5 then 1 Electric, 2 Gas & Regulators, 3 Water Meters IEE Press 3 then 1 Cisco or Adaptive Grid Router / Tantalus / Tropos / other 3 rd Party Press 3 then 2 OpenWay / Fixed Network, Choice Connect / CCU RMAs Press 3 then 3 18

19 SHORT CUTS TO PRODUCTS Handy references to print out Distribution Design Studio (DDS) Software Press 3 then 4 Itron Cellular Solutions Press 4 Cloud & Managed Services - Curtailment Press 5 then 1 Cloud & Managed Services Hosted MV-90 xi, Web, OpenWay, Fixed Network, Smart Meter Press 5 then 2 19

20 SHORT CUTS TO PRODUCTS Handy references to print out Cloud & Managed Services ICS Hosted Services Press 5 then 3 Sales (leave voic ) Press 6 Forecasting Solutions Press 7 20

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