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DocuSign Envelope ID:8541D12F-A676-4A42-BOEE-OF54104EE073 <br /> *4 nwn <br /> Innovation Delivered <br /> Service Elements <br /> Solution Engineer Assigned to Account <br /> A solution engineer is a level 2 engineer with a broad set of experiences. Both a primary and backup solution <br /> engineer,with a deep level of expertise in the type of architecture, hardware, software, and functionality in your <br /> specific configuration is assigned to your environment to facilitate a deeper understanding of your environment <br /> to assist in troubleshooting issues and providing valuable analysis reports of your infrastructure. Also, they <br /> represent an additional point of contact into the infrastructure management organization and a single point of <br /> escalation. <br /> Customer Experience Manager Assigned to Account <br /> NWN will assign a Customer Experience Manager(CEM)to take ownership for all activities associated with the <br /> client account. The key metric of their success is the customer satisfaction ratings provided by the client as part <br /> of the annual operations assessment. Their role will be to manage the functional change request process, <br /> customer communications and be the customers advocate. <br /> Page 5 of 8 <br /> This document is the property of and is proprietary to NWN.It is not to be disclosed in whole or in part without the expressed written consent of NWN,shall not <br /> be duplicated or used,in whole or in part,for any purpose other than to evaluate NWN's proposal,and shall be returned upon request.(v6) <br />