Common use of Functionality of Software Clause in Contracts

Functionality of Software. Logging, tracking and managing complaints • Analysis and Reporting • Identify trends • Recurring electrical equipment problem identification • Time to resolve • First contact resolution rate • Complaint tickets issued reports and MIS reports • Daily Collection report • E-mail Interface • Web based solution • Collection management • Complaint/ query handling-billing, new connection ILLUSTRATIVE LIST OF THE COMPLAINTS/ SERVICES TO BE HANDLED BY THE CSC Sr. No. Service Segment Service Details 1 New Connection Related Request for application form Query on time taken for new Security Deposit queries Application status Expected Date of meter installation Capital works expected completion Date Customer number assignment Contract not provided Temporary Connection Other new connections request 2 Meter Related Meter Running-fast Meter Running-slow/ sluggish Meter Stuck up Meter burnt Shifting of meter Other meter related requests 3 Billing Related Billing Correction request Wrong Billing Sr. No. Service Segment Service Details Duplicate billing request On demand xxxx request Late xxxx receipt Meter Reading not taken Arrears dispute Additional charges dispute Surcharge dispute Back billing dispute Other billing requests Reporting of theft/ malpractice 4 Disconnections and Dismantlement related Disconnection dispute Disconnection request Temporary disconnection request Dismantlement dispute Termination request Other disconnection and dismantlement requests Reconnection requests ANNEXURE-3: SCHEDULE OF ANNUALISED INPUT RATES Commencing Year from effective Date Estimated Annual Energy Input (MUs) Year on Year T&D Loss level (%) Yearly Floor Input Rates (Rs/kWh) Annualised Input Rate in figures (Rs/ kWh) (Up to two decimal places) Annualised Input Rate in Words (Rs/ kWh) (Up to two decimal places) 1 Refer RFP Refer RFP Refer RFP 2 Refer RFP Refer RFP Refer RFP 3 Refer RFP Refer RFP Refer RFP 4 Refer RFP Refer RFP Refer RFP 5 Refer RFP Refer RFP Refer RFP 6 Refer RFP Refer RFP Refer RFP 7 Refer RFP Refer RFP Refer RFP 8 Refer RFP Refer RFP Refer RFP 9 Refer RFP Refer RFP Refer RFP 10 Refer RFP Refer RFP Refer RFP 11 Refer RFP Refer RFP Refer RFP 12 Refer RFP Refer RFP Refer RFP Note: Besides the Input rate towards energy drawal, the DF shall pay Electricity duty, Meter rent, Collection of arrears pertaining to pre-franchisee period as defined in the agreement, security deposit, DISCOM’s share against assessment towards theft of electricity; separately on actual collection basis to DISCOM. Signature & Seal Designation Date: Place: ANNEXURE-4: PROCEDURE FOR RECOVERY OF ARREARS

Functionality of Software.  Logging, tracking and managing complaints •  Analysis and Reporting •  Identify trends •  Recurring electrical equipment problem identification •  Time to resolve •  First contact resolution rate •  Complaint tickets issued reports and MIS reports •  Daily Collection report •  E-mail Interface •  Web based solution •  Collection management •  Complaint/ query handling-billing, new connection ILLUSTRATIVE LIST OF THE COMPLAINTS/ SERVICES TO BE HANDLED BY THE CSC Sr. No. Service Segment Service Details 1 New Connection Related Request for application form Query on time taken for new Security Deposit queries Application status Expected Date of meter installation Capital works expected completion Date Customer number assignment Contract not provided Temporary Connection Other new connections request 2 Meter Related Meter Running-fast Meter Running-slow/ sluggish Meter Stuck up Meter burnt Shifting of meter Other meter related requests 3 Billing Related Billing Correction request Wrong Billing Sr. No. Service Segment Service Details Duplicate billing request On demand xxxx request Late xxxx receipt Meter Reading not taken Arrears dispute Additional charges dispute Surcharge dispute Back billing dispute Other billing requests Reporting of theft/ malpractice 4 Disconnections and Dismantlement related Disconnection dispute Disconnection request Temporary disconnection request Dismantlement dispute Termination request Other disconnection and dismantlement requests Reconnection requests ANNEXURE-3: SCHEDULE OF ANNUALISED INPUT RATES Commencing Year from effective Date Estimated Annual Energy Input (MUs) Year on Year T&D Loss level (%) Yearly Floor Input Rates (Rs/kWh) Annualised Input Rate in figures (Rs/ kWh) (Up to two decimal places) Annualised Input Rate in Words (Rs/ kWh) (Up to two decimal places) 1 Refer RFP Refer RFP Refer RFP 196.683 53.36% 0.52 To be filled by Bidder To be filled by Bidder 2 Refer RFP Refer RFP Refer RFP 190.533 46.26% 0.75 3 Refer RFP Refer RFP Refer RFP 180.034 38.16% 0.94 4 Refer RFP Refer RFP Refer RFP 172.476 30.16% 1.19 5 Refer RFP Refer RFP Refer RFP 174.911 25.16% 1.41 6 Refer RFP Refer RFP Refer RFP 178.661 20.16% 1.56 7 Refer RFP Refer RFP Refer RFP 188.893 17.66% 1.74 8 Refer RFP Refer RFP Refer RFP 202.401 16.16% 1.83 9 Refer RFP Refer RFP Refer RFP 215.801 14.16% 1.93 10 Refer RFP Refer RFP Refer RFP 235.702 14.16% 1.98 11 Refer RFP Refer RFP Refer RFP 257.565 14.16% 2.07 12 Refer RFP Refer RFP Refer RFP 281.584 14.16% 2.13 Note: Besides the Input rate towards energy drawal, the DF shall pay Electricity duty, Meter rent, Collection of arrears pertaining to pre-franchisee period as defined in the agreement, security deposit, DISCOM’s share against assessment towards theft of electricity; separately on actual collection basis to DISCOM. Signature & Seal Designation Date: Place: ANNEXURE-4: PROCEDURE FOR RECOVERY OF ARREARS

Functionality of Software.  Logging, tracking and managing complaints •  Analysis and Reporting •  Identify trends •  Recurring electrical equipment problem identification •  Time to resolve •  First contact resolution rate •  Complaint tickets issued reports and MIS reports •  Daily Collection report •  E-mail Interface •  Web based solution •  Collection management •  Complaint/ query handling-billing, new connection ILLUSTRATIVE LIST OF THE COMPLAINTS/ SERVICES TO BE HANDLED BY THE CSC Sr. No. Service Segment Service Details 1 New Connection Related Request for application form Query on time taken for new Security Deposit queries Application status Expected Date of meter installation Capital works expected completion Date Customer number assignment Contract not provided Temporary Connection Other new connections request 2 Meter Related Meter Running-fast Meter Running-slow/ sluggish Meter Stuck up Meter burnt Shifting of meter Other meter related requests 3 Billing Related Billing Correction request Wrong Billing Sr. No. Service Segment Service Details Duplicate billing request On demand xxxx request Late xxxx receipt Meter Reading not taken Arrears dispute Additional charges dispute Surcharge dispute Back billing dispute Other billing requests Reporting of theft/ malpractice 4 Disconnections and Dismantlement related Disconnection dispute Disconnection request Temporary disconnection request Dismantlement dispute Termination request Other disconnection and dismantlement requests Reconnection requests ANNEXURE-3: SCHEDULE OF ANNUALISED INPUT RATES Commencing Year from effective Date Estimated Annual Energy Input (MUs) Year on Year T&D Loss level (%) Yearly Floor Input Rates (Rs/kWh) Annualised Input Rate in figures (Rs/ kWh) (Up to two decimal places) Annualised Input Rate in Words (Rs/ kWh) (Up to two decimal places) 1 Refer RFP Refer RFP Refer RFP 2 Refer RFP Refer RFP Refer RFP 3 Refer RFP Refer RFP Refer RFP 4 Refer RFP Refer RFP Refer RFP To be Intimated Shortly / during Pre Bid Meeting To be Intimated Shortly / during Pre Bid Meeting To be Intimated Shortly / during Pre Bid Meeting To be filled by Bidder To be filled by Bidder 5 Refer RFP Refer RFP Refer RFP 6 Refer RFP Refer RFP Refer RFP 7 Refer RFP Refer RFP Refer RFP 8 Refer RFP Refer RFP Refer RFP 9 Refer RFP Refer RFP Refer RFP 10 Refer RFP Refer RFP Refer RFP 11 Refer RFP Refer RFP Refer RFP 12 Refer RFP Refer RFP Refer RFP Note: Besides the Input rate towards energy drawal, the DF shall pay Electricity duty, Meter rent, Collection of arrears pertaining to pre-franchisee period as defined in the agreement, security deposit, DISCOM’s share against assessment towards theft of electricity; separately on actual collection basis to DISCOM. Signature & Seal Designation Date: Place: ANNEXURE-4: PROCEDURE FOR RECOVERY OF ARREARS

Functionality of Software. Logging, tracking and managing complaints • Analysis and Reporting • Identify trends • Recurring electrical equipment problem identification • Time to resolve • First contact resolution rate • Complaint tickets issued reports and MIS reports • Daily Collection report • E-mail Interface • Web based solution • Collection management • Complaint/ query handling-billing, new connection ILLUSTRATIVE LIST OF THE COMPLAINTS/ SERVICES TO BE HANDLED BY THE CSC Sr. No. Service Segment Service Details 1 New Connection Related Request for application form Query on time taken for new Security Deposit queries Application status Expected Date of meter installation Capital works expected completion Date Customer number assignment Contract not provided Temporary Connection Other new connections request 2 Meter Related Meter Running-fast Meter Running-slow/ sluggish Meter Stuck up Meter burnt Shifting of meter Other meter related requests 3 Billing Related Billing Correction request Wrong Billing Sr. No. Service Segment Service Details Duplicate billing request On demand xxxx request Late xxxx receipt Meter Reading not taken Arrears dispute Additional charges dispute Surcharge dispute Back billing dispute Other billing requests Reporting of theft/ malpractice 4 Disconnections and Dismantlement related Disconnection dispute Disconnection request Temporary disconnection request Dismantlement dispute Termination request Other disconnection and dismantlement requests Reconnection requests ANNEXURE-3: SCHEDULE OF ANNUALISED INPUT RATES Commencing Year from effective Date Estimated Annual Energy Input (MUs) Year on Year T&D Loss level (%) Yearly Floor Input Rates (Rs/kWh) Annualised Input Rate in figures (Rs/ kWh) (Up to two decimal places) Annualised Input Rate in Words (Rs/ kWh) (Up to two decimal places) 1 Refer RFP Refer RFP Refer RFP 93.77 41% 1.25 2 Refer RFP Refer RFP Refer RFP 97.52 36% 1.40 3 Refer RFP Refer RFP Refer RFP 100.45 31% 1.60 4 Refer RFP Refer RFP Refer RFP 102.46 27% 1.77 5 Refer RFP Refer RFP Refer RFP 103.48 23% 1.94 6 Refer RFP Refer RFP Refer RFP 105.55 20% 2.07 7 Refer RFP Refer RFP Refer RFP 107.66 18% 2.15 8 Refer RFP Refer RFP Refer RFP 109.81 17% 2.21 9 Refer RFP Refer RFP Refer RFP 112.01 15% 2.29 10 Refer RFP Refer RFP Refer RFP 115.37 14% 2.35 11 Refer RFP Refer RFP Refer RFP 118.83 13% 2.42 12 Refer RFP Refer RFP Refer RFP 122.40 13% 2.45 Note: Besides the Input rate towards energy drawal, the DF shall pay Electricity duty, Meter rent, Collection of arrears pertaining to pre-franchisee period as defined in the agreement, security deposit, service connection charges, DISCOM’s share against assessment towards theft of electricity; separately on actual collection basis to DISCOM. Signature & Seal Designation Date: Place: ANNEXURE-4: PROCEDURE FOR RECOVERY OF ARREARS