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Contact, Cassidian Communications TSC personnel will attempt to contact an approved Customer contact for problem resolution. For security purposes, only Customer contacts that are listed with TSC will receive support unless a listed contact provides approval to do so. In the event of an emergency TSC may make a special allowance if TSC personnel are unable to reach one of the listed contacts for verification. To better facilitate high first call resolution, the TSC will utilize remote control software. This will allow the TSC to connect to the Customer's system via a dial-up connection and "take control" of the system to perform troubleshooting and/or resolution services. The TSS/TSA will at all times advise the Customer of their intention to access the system, and upon completion will advise the Customer that they have left the system, relaying to them what steps were taken to resolve an issue. The TSC will maintain a database of all calls received from the Customer, the steps taken to resolve and the resolution. The database will show dates when a call was received and dates of all contacts related to call. TSC will work with the Customer to identify errors or defects in the Software, and if the TSC is unable to confirm that such error or defect exists through independent testing, it will then escalate the issue to Cassidian Communications' R&D Department. The TSC will remain as the Customer contact and will work with the R&D Department to provide updated information to the Customer through resolution of the issue. C. Software Updates Cassidian Communications will provide application Software updates. Application Software updates are defined as minor enhancements to the already purchased product feature / functionality set. A product change is classified as minor, in the discretion of Cassidian Communications, based upon the impact of the change to the core functionality of the product. Notice of all Software updates available during the term of the Support Plan will be posted under the "latest Updates and Patches" section for each product on the Cassidian Communications Support Website located at http://supportdccusa.com (login required). Application Software program updates will roll into the existing Support Plan, thereby not extending the term of the Support Plan. Any change in the two numbers following the decimal point within the product version number constitutes an application software program update (for example a change from product version 1.10 to 1.20, or 2.11 to 2.12, or 3.20 to 3.30, etc. will represent an application software program update). D. Hardware Support Cassidian Communications'TSC will track hardware issues related to the system during the Initial Warranty and Support Period and, if a hardware warranty is purchased from Cassidian Communications, Cassidian Communications will contact the appropriate vendor for warranty repairs. For subsequent years, the Customer has the option to extend its warranty directly with the hardware vendor. The Cassidian Communications TSC will continue to work with the Customer to diagnose and make recommendations on hardware issues. V. Contacting the Cassidian Communications Technical Services Center A. Hours of Operation Normal Business Hours (NBH): Monday through Friday, excluding holidays, from 8:OOAM to 5:OOPM, Central Time. Support Call Levels apply to NBH calls. After Hours Emergency: Defined as any time other than Normal Business Hours.