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It's clear Minoo. Thanks a lot.

Hello Kyoko, It seems that Hari tried to reply to your question, but we can't see what he wrote. The tense you must choose here is the Present Simple, because we're stating a fact: They never HEAR from .... except when he NEEDS .... I hope this clarifies it for you. Happy continuation, and I look forward to hearing form you on the results of the strategies we discussed during our one-to-one session lat week.