3. SLA Tables: 3. SLA 表格：3.1. Response Guidelines: 3.1 答复方式：Subscription Type Response Guidelines 订购种类答复条件Standard Support Services 4 Business Hours by telephone2 Business Days by Web/email标准型“支持服务” 以电话提供服务：4个工作小时内以网络/电子邮件提供服务：2个工作日内Premium Support Services 1 hour by telephone1 day by Web/email增强型“支持服务” 以电话提供服务：1小时内以网络/电子邮件提供服务：1日内Developer Support Services 1 Business Day 开发者“支持服务” 1个工作日3.2. Severity Level Definitions: 3.2 严重程度的定义：SeverityLevelDefinition 严重程度定义1 Catastrophic production problem which mayseverely impact the Customer's productionsystems, or in which Customer's productionsystems are down or not functioning; loss ofproduction data and no procedural workaround exists. Severity 1 problem alsoincludes issues that result in an emergencycondition that causes a serious security breach. ||1 灾难性生产问题，可能严重冲击“用户”的生产系统，或导致“用户”的生产系统瘫痪或无法运作；丢失生产资料，且无程序运作功能。一级严重程度的问题亦包括造成严重违反安全要求，从而导致紧急情况产生的事项。

2 High-impact problem in which the Customer'soperation is disrupted but there is capacity toremain productive and maintain necessarybusiness-level operations. Severity 2 problemalso applies for minor security breachsituations. ||2 有严重不利影响的问题，使“用户”中断业务经营，但仍有一定生产能力，并可维持必要商业水准的运作。二级严重程度的问题亦适用于轻微违反安全要求的情况。

3 Medium-to-low impact problem whichinvolves partial non-critical functionality loss. ||One which impairs some operations but allowsthe Customer's system to continue to function. ||This may be a minor issue with limited loss orno loss of functionality or impact to theCustomer's operation and issues in which thereis an easy circumvention or avoidance by theend user. This includes documentation errors. ||3 有中、低级不利影响的问题，涉及部分非关键功能的丧失，损失部分功能，但“用户”系统仍可持续运作。它可能是小问题，只给“用户”的经营造成有限损失、或没有造成任何功能损失、甚或未造成任何损失，而且很容易被最终用户克服或避免。这类问题包括文件错误。

4 General usage questions, recommendations forfuture product enhancements or modificationsand to calls that are passed to Lawspirit forinformation purposes. There is no impact onthe quality, performance or functionality of theproduct. ||4 应未来产品改良或更新的需要、或为获取信息资料之目的，向“lawspirit.com”提出的一般使用问题、建议，对产品的品质、性能或使用功能均无影响。

3.3 Standard Business Hours and Days: 3.3 标准营业时间：GEOGRAPHY STANDARD BUSINESSHOURS AND DAYS地区标准营业时间North America, South 9 a.m. To 9 p.m. EST Monday- 北美、南美美国东部标准时间周一~ 周五，PRC Subscription Agreement 20031022 Lawspirit Confidential 8America Friday 上午9 点~ 下午9 点Europe, Middle East, Africa UK: 9 a.m. To 5 p.m. GMTMonday-FridayOther: 9 a.m. To 5 p.m. CETMonday-Friday欧洲、中东、非洲英国：格林威治标准时间周一~周五，上午9 点~ 下午5 点；其它地区：中欧标准时间周一~周五，上午9 点~ 下午5 点Japan 9 a.m. To 5 p.m. JST Monday-Friday日本日本标准时间周一~ 周五，上午9 点~ 下午5 点Pacific Rim Countries 9 a.m. To 5 p.m. local timesMonday-Friday太平洋地区国家当地时间周一~ 周五，上午9 点~ 下午5 点3.4 Number of Contacts: 3.4 联络人数目：Number of Installed Systems Number of Contacts 已安装系统数目联络人数目1 to 25 2 1 至25 226 to 50 3 26 至50 351 to 100 4 51 至100 4101 to 250 6 101 至250 6251 to 500 8 251 至500 8501 to 1000 12 501 至1000 124. Support Service Conditions. 4. 支持服务的条件4.1 Lawspirit may, at its discretion, decline to provide SupportServices for Software that has been modified or changed byCustomer in any way, except as directed by Lawspirit. RedHat will provide Support Services for Supported Hardware andPlatforms only. Lawspirit will only provide Support Servicesfor those Installed Systems for which Customer has subscribedunder this Agreement. ||4.1 “lawspirit.com”有权自行决定，拒绝为任何已被“用户”修改或变更过的“软件”提供“支持服务”，除非修改或变更是按“lawspirit.com”的指示做出。“lawspirit.com公司”只为“支持硬件或平台”提供“支持服务”。“红帽公司”只为本《协议》项下“用户”订购的“已安装系统”提供“支持服务”。joozone.com