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<br /> <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 /> <br />Service Elements <br />Support Engineering <br />The support engineering team consist of professionally trained and industry certified resources. Support is <br />provided 24x7 by NWN support engineering team. The engineers are assigned to support activities based on <br />technical fit to the client. Cases are worked based on priority and SLA agreements. Level 3+ escalation <br />resources are available to assist the team 24x7. NWN support also leverages manufactures support to drive <br />resolution. <br /> <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 /> <br /> <br /> <br />DocuSign Envelope ID: 0F43D30B-E53F-4ED8-9F11-7ACA5B89DA60