0 © 2009 Reliant Energy Proprietary and Confidential Information Customer Experience: AMI/HAN Troubleshooting Key Overview: HAN Support is both Proactive and Reactive through multiple channels Market Identified Path TDSP/REP discovers AMI Meter/Network Issue which could affect HAN 1. Customer Identified Path Customer contacts REP, 3rd Party/Device Mfr., TDSP or Market help desk to notify problem with HAN devices 1. Resolution/Support Ticket is initiated and distributed to all registered parties of the system: REP, 3 rd Party, SMT 2. Resolution/Support Ticket is distributed to REP, 3 rd Party, and SMT with issue code & estimated time of resolution 3. Issue is resolved; Ticket is updated and communicated to REP, 3 rd Party, and SMT 4. REP or 3 rd Party Customer Care contacts customer to finalize any system/device updates that might be required (e.g. restart of devices, etc.) 5. Possible Addition: REP/3rd Party/Device Mfr. attempts troubleshooting; Exhaustion of device resolution prompts Support Ticket to be generated; TDSPs respond by checking AMI system, then transfer to REP/3rd Party/Device Mfr. for device troubleshooting 1.1 Questions:

1 © 2009 Reliant Energy Proprietary and Confidential Information Sample Troubleshooting Diagram Key Overview: Multiple Decision Trees are required to successfully triage root cause and provide a timely resolution for all parties involved. Issue Discovery (Customer) Discovery may be initiated by TDSP, REP, Customer, or 3 rd party/Device Mfr. Contacts Tech Support Successfully Resolved? Issue Discovery (REP) Issue Discovery (TDU) Issue Discovery (3 rd Party/Device Mfr.) Common HAN Support Contacted Support may be initiated by all parties (either phone or ). Support Determinants Tree determines where issue(s) reside and ticket is generated TDSP/Meter Involvement? SMT Involvement?REP Involvement? Support Ticket may require single or multiple -party support for resolution; SMT/TDSP/REP are all automatically notified of pending ticket; includes issue code and estimated time for resolution 3 rd Party Involvement? All Parties Notified of Open Ticket Support Ticket Initiated Party(ies) Resolve IssueTicket Status Updated Did Issue directly impact customer /did customer file ticket? No Action Parties Notified of Status Customer is contacted with status update and any further instructions Yes No Yes Ticket Closed Yes No

2 © 2009 Reliant Energy Proprietary and Confidential Information Open Questions Should we add another path for the truly proactive approach of communication of actions that prevent issues from occurring in the first place? Questions associated with the AMI/HAN Troubleshooting flow diagram. –Steps 2 & 3 are standard trouble ticket processes. –Step 3 is represented by the diamonds in the proceeding process plow diagram. The assignment of ownership of the ticket is the process that will require the most development.