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IntelliTime Systems Corporation Hosting Services System Availability Service Standards ("SASS") ii. The following performance or availability issues that may affect the Service: 410 1. Due to factors outside IntelliTime Systems Corporation's reasonable control; 2. Related to add-on features for the Service, including, but not limited to customization, unique configurations and bulk data processing; 3. That resulted from Customer's or third party hardware,software or services, including telecom providers; 4. That resulted from actions or inactions of Customer or third parties; 5. Intermittent periods of Unplanned Downtime that are two minutes or less in duration E. Definitions: a. "Service Disruption Claim" means a claim submitted by Customer to IntelliTime Systems Corporation that a Service Level under this SASS has not been met and that a Service Assistance may be due to Customer. b. "Customer" means the person or organization that contracted for Services under the Agreement. c. "Unplanned Downtime" means a period of time when Customers are unable to read or write any service data for which they have appropriate permission. d. "Exclusions" means the performance or availability issues that are noted in Section D. e. "Incident" means a set of circumstances resulting in an inability to meet a Service Level. f. "Monthly Uptime Percentage" is calculated on a calendar month basis (according to the formula set forth in Section A) using data collected about the Service's availability for a given calendar month by activity log analysis store within the IntelliTime Systems Corporation database. g. "Notice" means that within five business days following an Incident, Customer must notify Customer Support of the Incident. h. "Service" or"Services" means the IntelliTime Systems Corporation Online service provided to Customer pursuant to the service agreement. i. "Scheduled Downtime" means published maintenance windows or times where IntelliTime Systems Corporation notifies Customer of periods of Downtime for scheduled network, hardware,Service maintenance or Service upgrades at least 24- hours prior to the commencement of such Downtime. On-going published maintenance windows are considered part of advanced notification. j. "Service Assistance" means dedicated no charge assistance to provide processing,data entry or data correction that was the result of the SASS violation. k. "Service Level" means the percentage of Service availability for a given month that IntelliTime Systems Corporation agrees to provide Customer, which is measured by the Monthly Uptime Percentage.