THANK YOU CUSTOMER SERVICE PRESENTATION TITLE TABLE OF

THANK YOU CUSTOMER SERVICE PRESENTATION TITLE

Ø Ø TABLE OF CONTENTS Technical Support Services “System” Problem Resolution Procedure “PCB” Repair Procedure Service Agreements • • • Ø Ø Ø Ø Ø Master Software Agreement QEI Hardware Agreement Config. Wiz® Software Agreement Server Hardware Agreement “After Hours” Service Agreement “Onsite” Support Agreement Field Service Training Diagnostics Patch Management NERC Rider Customer Service Workshops Newsletter New QEI Website QEI Customer Service Team Contact Information 2 CONFIDENTIAL

TECHNICAL SUPPORT SERVICES • Help Desk • Service Contracts • Field Service • Training (factory, field, internet) 3 CONFIDENTIAL

“SYSTEM” PROBLEM RESOLUTION PROCEDURE • Assign “Case” Number (computer generated) - Brief Problem Description - Assign Tech Support Specialist • Help Desk Personnel Identify Problem in Detail - Immediate Resolution - Seek QEI Specialized Support, if necessary • Immediate Resolution NOT Possible - Assigned to most capable - Customer follow-up during resolution period - Issue Closed (resolution description archived) • CS Satisfaction Survey (Quarterly – 5 Customers) 4 CONFIDENTIAL

“PCB” REPAIR PROCEDURE QUICS / MCap / e. Cap • Contact Customer Service - RMA Number Assigned - Customer Contact Information - Identify Board(s) & Description of Problem • Receive & Log PCB on Arrival (tracking begins) • FIFO Repair Priority, unless requested otherwise. • 90 -Day Repair Warranty • Unrepairable Board Replacement Discount when a QEI Hardware Service Agreement is in place. 5 CONFIDENTIAL

SERVICE AGREEMENTS • TDMS–Plus / QSCADA Software • QEI Hardware • Config. Wiz Software • Server Hardware • “After Hours” Service • “Onsite” Support • Interactive Web Based Training • Diagnostics (Master Station) • NERC Rider (Master Station and RTU) 6 CONFIDENTIAL

MASTER SOFTWARE AGREEMENT • Unlimited Telephone / Modem Support which includes: - Database Assistance - Configuration - Troubleshooting Analysis • Bug Fixes As Required • Full System Upgrade Each Year which includes: - All bug fixes available - Application Enhancements • Patch Management Access 7 CONFIDENTIAL

QEI HARDWARE AGREEMENT • Unlimited PCB Repair Service • Fixed Price • Next Day Service When Required (No Charge) • Discount On Unrepairable Boards 8 CONFIDENTIAL

CONFIGWIZ® SOFTWARE AGREEMENT • Unlimited Technical Support • Unlimited File QA • Link Upgrades (Client & Server) as Required • Config. Wiz Upgrades as Required • Template Upgrades as Required • Patch Management 9 CONFIDENTIAL

SERVER HARDWARE AGREEMENT • QEI Lead Coordinator (single point of contact) • 8 X 5 Onsite Support • Fully Trained Support Technicians/Engineers • QEI Technical Lead on full-service restoration • Coverage Change, HP vs. QUEST/Service Express - Coverage - Stable pricing - Obsolescence 10 CONFIDENTIAL

“AFTER HOURS” SERVICE AGREEMENT • 24/7 Available Technical Support • Guaranteed One (1) Hour Telephone Response Time • Guaranteed Three (3) Hour Remote Connection (if required) • Includes Weekends & Holidays • $1, 955 Registration Fee (min. one-hour charge) 11 CONFIDENTIAL

FIELD SERVICE • Onsite Technical Support - Startup/Cutover Configuration (Control Room & Substation) Networking Assistance Communication Database • Depth of Resources & Availability - Short Notice - Evenings - Weekends 12 CONFIDENTIAL

TRAINING • Factory - Prescheduled - Reduced Cost • Onsite - Standard - Customized • Internet (Go. To. Meeting) - Scheduled at your convenience - Unlimited Single User participants • National User Group Meeting - Reduced Cost - Special Once-a-year Courses • Consultants Train for FREE 13 CONFIDENTIAL

DIAGNOSTICS • Master Station Total System Analysis • Overall System Health Reviewed includes Database, Configuration and Communications • Written Diagnostic Report includes findings and recommendations • System Analysis performed twice per year • $1, 000 per year includes two system analysis sessions with accompanying Diagnostic Report. 14 CONFIDENTIAL

PATCH MANAGEMENT • Cloud based environment with SSA 16 level security • Authorized customers are provided access based on their service agreements • Customers with access receive automated email messages upon changes • Once alerted the customer logs in, reviews and updates their systems as needed 15 CONFIDENTIAL

PATCH MANAGEMENT SITE (Box. com) 16 CONFIDENTIAL

NERC RIDER • Must be enrolled in a Software Agreement (Config. Wiz® and/or TDMS-Plus/QSCADA) • Protected Patch Management Access • Additional Cost : - RTU - $2, 500 - Master - $5, 000 17 CONFIDENTIAL

CUSTOMER SERVICE WORKSHOPS Customer Service workshops focus on QEI products/applications along with issues encountered and practical solutions. The workshops are offered FREE of charge to QEI customers enrolled in the Service Agreement Program. Below is a list of the upcoming workshops: Master Station DATE/TIME ODA Management Master Station System Maintenance September 16, 2019/10 AM-11 AM November 18, 2019/10 AM-11 AM Remote Terminal Unit (RTU) DATE/TIME RTU Port Comms(Serial vs. Ethernet) Micro. PAQ (New Product Information) October 14, 2019/10 AM-11 AM December 16, 2019/10 AM-11 AM 18 CONFIDENTIAL

NEWSLETTER • New Product and Service Announcements • Helpful Hints for navigating through the Master Station and RTU hardware and software • Q-Tips (“How To” tips from our experienced field service engineers) • Important Reminders for maintaining your system equipment and software • Published Quarterly 19 CONFIDENTIAL

NEW QEI WEBSITE • WWW. QEIINC. COM • Full list of Products & Services • Documentation & Manuals • Company & Customer Service Newsletters • Customer Portal 20 CONFIDENTIAL

QEI CUSTOMER SERVICE TEAM ADAM BURTENSHAW GAIL SHAW AARON FLYTE CHARLES FRY ALBERT ABONGWA 21 CONFIDENTIAL

CONTACT INFORMATION Christopher Falkiewicz Customer Service Manager P: 1+973. 346. 5247 F: 1+973. 379. 2138 cfalkiewicz@qeiinc. com WWW. QEIINC. COM 22 CONFIDENTIAL

THANK YOU PRESENTATION TITLE