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.ram. <br /> Schedule B <br /> Technical Services Center - Support Plan for Hosted Shared Systems <br /> Dialogic Communications Corporation, dba Cassidian Communications ("Cassidian <br /> Communications") offers Cassidian Communications Software support to purchasers ("Licensee" <br /> or "Customer") of its application Software, in accordance with the terms and conditions of this <br /> Technical Services Center Support Plan ("Support Plan"), which is made a part of and <br /> incorporated by reference into the License and Support Agreement entered into by Customer and <br /> Cassidian Communications. Defined terms as set forth in the License and Support Agreement <br /> shall have the same meaning in this Support Plan. This Support Plan does not apply to system <br /> software or any other third party software. <br /> I. Support Services Provided <br /> Cassidian Communications' Technical Service Center ("TSC") serves as the coordinator of all <br /> Customer support provided pursuant to the parties' Agreement and this Support Plan. A <br /> description of Cassidian Communications'services is provided herein. <br /> II. Conditions of the Support Plan <br /> In order to keep the Support Plan active,the Customer is required to: <br /> Pay all applicable Hosting Fees; and comply with all terms and conditions of this Support Plan <br /> and the License and Support Agreement. <br /> III. Definitions <br /> TSC Technical Services Center <br /> TSS Technical Services Specialist <br /> TSA Technical Services Analyst <br /> IV. Support Services <br /> A. Supported Products <br /> The TSC will only support Software approved and installed by Cassidian Communications. The <br /> TSC will not resolve requests associated with software other than that provided by Cassidian <br /> Communications. The requests will, however, be logged into the database. Pursuant to this <br /> Support Plan, Cassidian Communications, as coordinated by its Technical Service Center, will <br /> provide issue resolution and updates to supported Software as further described below. <br /> B. Issue Resolution <br /> The TSC works with Customers to resolve issues related to supported Software that does not <br /> perform materially in accordance with the then current Documentation for such Software. This <br /> service is designed to support the Customer's technician who is adequately trained in the product <br /> about which they are calling and listed as an approved Customer Contact with Cassidian <br /> Communications TSC. To be adequately trained the Customer's technician must have received <br /> training directly through a Cassidian Communications training program or have been trained by a <br /> Customer Technician that has received training directly through Cassidian Communications. A <br /> trained Customer's technician is responsible for attempting to troubleshoot issues prior to calling <br /> TSC. If the Customer's technician is not adequately trained, based on the description above, in <br /> the product about which he or she is calling, and thus not listed as an approved Customer <br />