Production Support Service Level Guidelines. Crafter will use commercially reasonable efforts to provide Support in accordance with the guidelines shown in the table below. Crafter’s Standard Business Hours will be identified on an Order Form. Crafter Enterprise Gold Support Crafter Enterprise Platinum Support Hours of Coverage Standard Business Hours 7x24 for Severity 1 issues; Standard Business Hours for all other issues Support Channel Web Web Number of Cases Unlimited Unlimited Technical Support Contacts 2 3 Initial Response Guidelines Severity 1: A Severity One Production Issue means the (i) production system is severely impacted or completely shut down, or (ii) system operations or mission-critical applications are down. A Severity One Development Issue means (iii) an application is in final testing, facing a critical time frame of going into production use and is severely impacted or (iv) entire development efforts are blocked. Severity 1 issues must be reported by telephone and Company must have technical contacts available for the duration of the Severity 1 issue. If neither of these is the case, Crafter reserves the right to designate the issue as Severity 2. 2 Business Hours 2 Hours Severity 2: A Severity Two Production Issue means (i) the production system is functioning with limited capabilities, or (ii) is unstable with periodic interruptions, or (iii) mission critical applications, while not being affected, have experienced material system interruptions. A Severity Two Development Issue means (iv) there is a time sensitive question impacting performance or deliverables, or (v) a major subsystem under development is blocked. Crafter assigns a specialist to address the issue, and provides additional, escalated procedures as reasonably determined necessary by Crafter. 4 Business Hours 2 Business Hours Severity 3: A Severity Three Production Issue means there (i) are issues in fully operational production systems, (ii) is a need to clarify procedures or information in documentation, or (iii) is a request for a product enhancement. A Severity Three Development Issue means (iv) there are errors in system development that may impact performance deliverables, (v) a need to clarify procedures or information in documentation, or (vi) a request for product enhancement. 1 Business Day 6 Business Hours
Production Support Service Level Guidelines. 2.3 生产支持服务级别准则 Red Hat will use commercially reasonable efforts to provide Production Support in accordance with the guidelines set forth in Table 2.3 below. Red Hat’s Technical Support telephone numbers and standard business hours (“Standard Business Hours”) are located at xxx.xxxxxx.xxx/xxxxxxx/xxxxxx/xxx/xxxxxxxxxx/. 红帽将根据表 2.3（如下）制定的准则尽最大努力提供生产支持。关于红帽技术支持联系电话和标准工作时间 ， 请参见： xxxx://xxx.xxxxxx.xxx.xx/support/policy/sla/production/ Table 2.3 Basic Standard Premium Hours of Coverage Standard Business Hours Standard Business Hours Standard Business Hours 24x7 for Severity 1 Support Channel Web Web and Phone Web and Phone
Production Support Service Level Guidelines. Red Hat will use commercially reasonable efforts to provide Production Support in accordance with the guidelines set forth in Table 2.3 below. Red Hat’s Technical Support telephone numbers and standard business hours (“Standard Business Hours”) are located at xxx.xxxxxx.xxx/xxxxxxx/xxxxxx/xxx/xxxxxxxxxx/.
