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A r•, • Customer will respond to requests for information in a timely manner. • Payment of all support fees when due. Failure to renew support fees before the expiration of the then in effect support term shall result in the imposition of a reinstatement fee at Cassidian Communications'then current rate before resumption of support services. IX. Support Limitations Cassidian Communications'support obligations hereunder will not apply to any Cassidian Communications supported application Software if correction of an error, adjustment, repair, or parts replacement is required because of: • The operation of the software in a manner other than that currently specified by Cassidian Communications. • The failure of the Customer to provide suitable qualified and adequately trained operating and maintenance staff. • Incompatible or faulty Customer equipment. • Modifications made without Cassidian Communications'written approval to the OS, network, hardware or software environment or software applications. • Accident, neglect,tampering, misuse, improper/insufficient grounding,failure of electric power,failure of the end user and/or others to provide appropriate environmental conditions, relocation of hardware or software by Customer, or causes other than ordinary use. • Connection of another machine, device, application or interface to Cassidian Communications-supported equipment(hardware and/or software)by the end user or others. • Damage or destruction caused by natural or man-made acts or disasters(Force Majeure). Further, support described herein does not include cosmetic repairs, refurbishment, furnishing consumables, supplies or accessories, making accessory changes or adding additional devices or software applications. Telephone support and/or field engineering to rectify such unsupported failures as described above may be obtained from Cassidian Communications on a time & materials basis as set forth in the applicable price list. The labor rate charged will be the then current Cassidian Communications labor rate(plus expenses)at the time service is requested. X. Other Services Other services not specifically identified as being included in this Support Plan, including but not limited to training, implementation services, and custom development, are not included.