1. Response Time means the period between the time when the incident was reported in full,  and the time when an acknowledgement mail, email, chat service via the website or phone  call was made by any of INTUITIVE personnel. 

2. For Critical incidents – INTUITIVE personnel shall work on resolution 24/7 until issue is  resolved. 

3.  INTUITIVE may send customer a status report and/or publish updates on its  website, through the Service, via a phone call, or any other method designated for such  purpose. 

B. Service Uptime – Hosting Availability Service Levels 

1. The Service hosting infrastructure shall be available no less than 99.9% of the time calculation based on twenty-four (24) hours per day, seven (7) days per week, including holidays measured on a monthly  basis (the “Hosting Availability”). 

2. The Service hardware operation shall be available no less than 90% of the time calculator based on twenty-four (24) hours per day, seven (7) days per week, including holidays measured on a monthly  basis (the “Hardware Availability”). 

3. The Hardware Availability  excludes downtime caused by the following exceptions:

   1. RECIPIENT’s misuse of the  Hardware in accordance with supporting product documentation;

   2. failures of  RECIPIENT’s internet connectivity, internet or other network traffic problems other than problems arising in or from networks actually or required to be provided or controlled by the RECIPIENT; 

   3. RECIPIENT’s failure to meet any minimum hardware or software  requirements set forth in the Documentation;

   4. the period  while devices are in transit or pending installation;

   5. scheduled downtime with advance notice provided to the RECIPIENT either directly or indirectly through the Services

   6. basic  troubleshooting that is to be expected and shall be done by the RECIPIENT