AGREEMENT OF SOFTWARE AND TECHNICAL SUPPORT 供方（软件及相关技术提供方，下称：供方）： SUPPLIER (The supplier of software and technology therewith; hereinafter Supplier) 用户：（购买软件及相关技术的客户，下称：用户） CUSTOMER ( The client oAGREEMENT OF SOFTWARE AND TECHNICAL SUPPORT
供方（软件及相关技术提供方，下称：供方）：
SUPPLIER (The supplier of software and technology therewith; hereinafter Supplier)
用户：（购买软件及相关技术的客户，下称：用户）
CUSTOMER ( The client of purchasing software and technology therewith, hereafter Customer
This Subscription Agreement （the "Agreement"） is between Supplier， Inc. （"Supplier"） and any purchaser or user （"Customer"） of Supplier products and services that accepts the terms of this Agreement （"Customer"）。
本《订购协议》（以下简称本《协议》）由供方和同意接受本《协议》条款的供方产品及服务的买方或使用人（以下简称用户）签订。
PLEASE READ THIS AGREEMENT CAREFULLY BEFORE PURCHASING OR USING SUPPLIER PRODUCTS AND SERVICES. BY USING OR PURCHASING SUPPLIER PRODUCTS OR SERVICES， CUSTOMER SIGNIFIES ITS ASSENT TO THIS AGREEMENT. IF YOU ARE ACTING ON BEHALF OF AN ENTITY， THEN YOU REPRESENT THAT YOU HAVE THE AUTHORITY TO ENTER INTO THIS AGREEMENT ON BEHALF OF THAT ENTITY. IF CUSTOMER DOES NOT ACCEPT THE TERMS OF THIS AGREEMENT， THEN IT MUST NOT USE OR PURCHASE RED HAT PRODUCTS AND SERVICES.
在购买或使用供方产品与服务之前，请先仔细阅读本《协议》。用户一旦使用或购买供方的产品或服务，即表示用户同意本《协议》的条款。如阁下系代表某机构行事，则表示阁下有权代表该机构签署本《协议》。如用户不接受本《协议》的条款，则请勿使用或购买供方的产品与服务。
The Effective Date of this Agreement is the earlier of the date that Customer accepts this Agreement or the date that Customer uses Supplier's products or services.
本《协议》的"生效日"为用户接受本《协议》之日，或用户使用供方产品或服务之日（以其中较早发生之日为准）。
I. Terms and Conditions条款与条件
A. GENERAL TERMS AND CONDITIONS The term "Services" as used in this Agreement means， collectively，the Support Services provided under the purchased subscription and defined herein， RHN Services as defined herein， and any Learning Services purchased under this Agreement and defined herein. The term "Software" means the family of software products purchased under this Agreement and defined herein， if any. The term "Installed Systems" means the number of Systems on which Customer installs the Software. The term "System" means any hardware on which the Software is installed， which may be， without limitation， a server， a work station， a virtual machine， a blade， a partition or an engine， as applicable. The initial number of Installed Systems is the number of copies of the Software that Customer purchases.
（一） 一般条款与条件本《协议》所称服务系指在订购范围内提供的本《协议》规定的"支持服务"、"RHN 服务"，以及根据本《协议》购买的本《协议》规定的任何"学习服务"。"软件"系指按本《协议》购买的本《协议》规定的软件类产品。"已安装系统"系指用户装有软件的各种系统。"系统"系指装有"软件"的任何硬件，包括但不限于服务器、工作站、虚拟机台、机片、分隔板或引擎（视具体情况而定）。"已安装系统"的最初数量为用户购买"软件"的份数。
1. TERM AND TERMINATION 期限与终止
1.1 Term. The term of this Agreement shall be for the duration of all Services provided under this Agreement. The initial term for Services shall commence on the Effective Date of this Agreement and shall continue for a period of one （1） year. Thereafter， the term for Services shall renew for successive terms of one （1） year each unless either party gives written notice to the other of its intention not to renew at least sixty （60） days prior to the commencement of the next term； provided， however， Customer shall have the right to terminate this Agreement at any time after the first year by giving sixty （60） days prior written notice of termination to Supplier. Customer shall remain obligated for all fees through the date of termination.
1.1 期限。 本《协议》的期限应为提供本《协议》项下所有服务所需的期间。提供服务的最初期限自本《协议》的"生效日"开始，为期一（1）年。之后，服务期每年连续自动延长一（1）年，除非任何一方在下一服务期的起始日之前至少六十（60）天，事先书面通知对方，要求停止续约。但是，在第一年的期限届满后，用户随时有权经提前六十（60）天书面通知供方后，终止本《协议》，但用户有义务付清截至本《协议》终止之日的所有费用。
1.2 Termination for Breach. Supplier may terminate this Agreement （a） in the event Customer fails to pay an invoice when due， （b） in the event Customer commits a material breach of this Agreement and fails to remedy that breach within thirty （30） days of receipt of written notice of material breach， or （c） as otherwise provided in this Agreement. Customer may terminate this Agreement in the event Supplier commits a material breach of this Agreement and fails to remedy that breach within thirty （30） days of receipt of written notice of material breach.
1.2 违约终止。 供方有权在下列情形发生时终止本《协议》：（a）用户未支付任何到期应付款；（b）用户严重违反本《协议》，而且在收到有关其严重违约的书面通知后三十（30）日内，仍未纠正违约；或（c）本《协议》规定的其它情形。如果供方严重违反本《协议》，而且在收到有关其严重违约的书面通知后三十（30）日内，仍未纠正违约，则用户有权终止本《协议》。
2. PRICING， INVOICING AND TAXES. . 价格、发票与税务
Customer agrees to provide Supplier with accurate and complete billing information（including legal name， address， telephone number， and billing or PRC Subscription Agreement 20031022 Supplier Confidential 2 credit information）。 Customer will report to Supplier all changes to this information within thirty （30） days of the change. Supplier reserves the right to suspend or cancel Services for non-payment. All fees are stated and must be paid in United States Dollars. If Customer is paying by credit card， then Customer authorizes Red Hat to bill Customer's credit card for the Services for the initial term and for the amount due at the time of renewal. If Supplier has approved Customer to be invoiced， then Supplier will invoice Customer for the total fees at the time of execution of this Agreement， and payment shall be due within thirty （30） days of the invoice date and any additional fees shall be due within thirty （30）days of the invoice date. All prices and rates quoted by Supplier are exclusive of any foreign， federal， state， or local sales， excise， use， or similar taxes. Customer agrees to pay all such taxes， when applicable， regardless of whether such taxes are originally charged on Customer's credit card or appear on Supplier's original invoice，or are later levied on Supplier or Customer by a taxing authority，excluding any taxes levied solely on the net taxable income of Red Hat. For this purpose， Customer agrees that where any such taxes apply to a price quoted by Supplier， the said price shall be increased to such extent that after payment of all such applicable taxes Customer would actually pay Supplier an amount equal to the original price quoted by Supplier. Any renewal of this Agreement will be at Supplier's list prices in effect ninety （90） days prior to renewal； provided， however， the first such renewal shall be at the same price per Installed System paid during the initial term.
用户同意向供方提供正确而完整的收款信息（包括法定名称、地址、电话号码，以及发帐单或划帐所需的信息）。上述信息如有变更，用户应于变更发生后三十（30）日内告知供方。对于任何尚未付款的服务，供方保留中止或取消服务的权利。所有费用项目均使用美金报价和付款。如使用信用卡付款，则用户授权供方直接从用户的信用卡帐户划收最初一年服务期的服务费，以及续约时到期的应付款。如果供方同意为用户开发票，则供方必须在签署本《协议》时就所有已发生费用向用户开具发票。发票项下的应付款应于发票之日三十（30）天内付清，其它费用款亦应于发票之日起三十（30）天内付清。供方提供的所有报价及收费标准，均不得含有任何外国的、联邦的、州的税收，或任何当地的销售税、货物税、使用税，或任何类似的税费。用户同意支付所有上述税费（如有的话），无论该等费用需从用户信用卡帐户划收，或按"红帽公司"开具的原始发票支付，或随后由税务机关向供方或用户征收。但是，上述税费不包括任何对供方的应税净收入征收的所得税。为此目的，用户同意，在供方所报任一价格适用上述税收的情况下，该等价格应相应提高到这种程度，即缴纳了该等税款之后，用户将实际支付给供方的金额与供方原本所报价格相等。本《协议》的所有续约价格，均按续约前九十（90）天当时有效的供方公布的定价确定；但是，首次续约时，每项"已安装系统"的价格应按其在本《协议》最初期限内适用的价格确定。
3. PAYMENT. 付款
Except in the case of breach of this Agreement by Supplier or termination of this Agreement as provided in Section 1.1 hereof， any and all payments of amounts due under this Agreement are non-refundable. In the event Customer fails to make payment to Supplier in the manner provided by this Agreement， Supplier's remedies include （a） suspending Services until Supplier receives full payment from Customer for all fees， including late fees and interest，due， or （b） terminating this Agreement without notice. Customer shall be responsible for filing and registering this Agreement with all relevant government authorities of the People's Republic of China （"PRC"） as required by PRC law in a timely manner and at its own cost， including， without limitation， any registrations required with the PRC Ministry of Commerce.
除非供方违反本《协议》、或本《协议》按第1.1 条规定的情形被终止，本《协议》项下到期应付的所有款项均不退款。如果用户未按本《协议》规定方式向"红帽公司"付款，则供方有权获得下列救济：（a）中止服务，直至供方收到用户全额支付的所有费用，包括滞纳金和到期利息，或（b）无需发出通知而终止本《协议》。用户应负责将本《协议》及时地并自行承担费用向中华人民共和国（"中国"）法律所要求的所有有关中国政府机关进行备案和注册，包括但不限于按要求向中国商务部注册。
4. REPORTING AND AUDIT. 报告与核查
If Customer wishes to increase the number of Installed System， then Customer will purchase from Red Hat additional Services for each additional Installed System. During the term of this Agreement and for one （1） year thereafter， Customer expressly grants to Supplier the right to audit Customer's facilities and records from time to time in order to verify Customer's compliance with the terms and conditions of this Agreement. Any such audit shall only take place during Customer's normal business hours and upon no less than ten （10） days prior written notice from Supplier. Supplier shall conduct no more than one such audit in any twelve-month period except for the express purpose of assuring compliance by Customer where non-compliance has been established in a prior audit. Supplier shall give Customer written notice of any non-compliance， and if a payment deficiency exists，then Customer shall have fifteen （15） days from the date of such notice to make payment to Supplier for any payment deficiency. The amount of the payment deficiency will be determined by multiplying the number of underreported Installed Systems or Services by the annual fee for such item. If Customer is found to have underreported the number of Installed Systems or amount of Services by more than five percent （5%）， Customer shall， in addition to the annual fee for such item， pay liquidated damages equal to twenty percent （20%） of the underreported fees for loss of income and administration costs suffered by Supplier as a result. Customer agrees and confirms that said liquidated damages is a fair and reasonable estimate of loss of income and administration costs suffered by Supplier under such circumstance.
用户如需要增加"已安装系统"的数目，应按每个增加的"已安装系统"另向供方购买增加的服务。在本《协议》期间及此后一（1）年内，用户明确授权供方，为保证用户遵守本《协议》的条款和条件，随时核查用户的设施和记录。该核查行为只限在用户正常工作时间内进行，且供方应提前至少十（10）日给予书面通知。在任何连续的十二（12）个月期间，供方最多只可进行一次核查，除非在任何核查时发现用户有违规情形，需要为确保用户遵守本《协议》条款而进行任何其它核查。供方应以书面形式通知用户发生的任何违规情形，如果违规情形是付款不足，用户须自通知之日起十五（15）天内，将短缺款项支付给供方。短缺款项的金额按照少报的"已安装系统"或服务的数量，乘以少报项目的年费计算。如果发现用户少报的"已安装系统"的数目、或服务的金额超过百分之五（5%），那么，除少报项目的年费外，用户还应额外支付相等于少报费用百分之二十（20%）的损害赔偿金，赔偿供方的收益损失及管理费用。用户同意并确认，上述损害赔偿金数额是对供方在该等情形下所受收益损失和管理费用的公平合理的估计。
5. NON-TRANSFERABLE. 禁止转让
This Agreement， and all Services provided by Supplier pursuant to this Agreement， may not be transferred， assigned or distributed without the prior written consent of Supplier. Any attempted transfer， assignment or distribution without Supplier's prior written consent shall terminate this Agreement， and Supplier shall have no further obligation hereunder.
未经供方事先书面同意，本《协议》以及供方根据本《协议》提供的所有服务，均不得被转让、出让、或分销。任何未经供方事先书面同意而试图进行的转让、出让、或分销，将导致本《协议》被终止，而供方不再承担本《协议》项下的任何义务。
6. WARRANTY. 保证
To the maximum extent permitted by applicable law， except as specifically stated in this Agreement， the Software，the Services， and any software program provided by means of RHN，any Proxy Server， Satellite， or the RHN Code （each as defined herein） are provided and LICENSED "AS IS" WITHOUT WARRANTY OF ANY KIND， EITHER EXPRESSED OR IMPLIED， INCLUDING， BUT NOT LIMITED TO THE IMPLIED WARRANTY OF MERCHANTABILITY， NONINFRINGEMENT AND FITNESS FOR A PARTICULAR PURPOSE. SUPPLIER DOES NOT GUARANTEE THAT THE USE OF THE SOFTWARE， SERVICES， OR THE PROXY SERVER， SATELLITE， OR THE RHN CODE （EACH AS DEFINED HEREIN） WILL NOT BE INTERRUPTED OR ERROR FREE.
除非本《协议》另有明确规定，在适用法律允许的最大范围内，通过"RHN"、"代理服务器"、"卫星"、或"RHN 代码"（定义分别参见本《协议》）提供的"软件"、服务及任何软件程序，完全按"现状"条件提供和许可，不附带任何形式的保证，无论是明示或默示的保证，包括但不限于有关适销性、不侵权及适合特定目的的默示保证。供方不保证"软件"、服务或"代理服务器"、"卫星"、或"RHN 代码"（定义分别参见本《协议》）的使用，不发生中断或错误。
7. LIMITATION OF LIABILITY. 责任限制
Neither party shall be in breach of this Agreement due to failure of performance that arises out of causes beyond its reasonable control. To the maximum extent permitted by applicable law， IN NO EVENT WILL RED HAT BE LIABLE TO CUSTOMER OR ANY THIRD PARTY FOR ANY INCIDENTAL OR CONSEQUENTIAL DAMAGES， WHETHER IN TORT OR IN CONTRACT，INCLUDING LOST PROFITS， LOST SAVINGS OR OTHER INCIDENTAL OR CONSEQUENTIAL DAMAGES ARISING UNDER THIS AGREEMENT OR SUPPLIER'S PERFORMANCE INCLUDING WITHOUT LIMITATION （A）THE SOFTWARE， THE SERVICES， THE PROXY SERVER，SATELLITE， OR THE RHN CODE （EACH AS DEFINED HEREIN） （B） ANY INTERRUPTION OF USE OF RHN， THE SOFTWARE， OR THE PROXY SERVER， SATELLITE， OR THE RHN CODE （EACH AS DEFINED HEREIN） OR （C）FOR LOSS， INACCURACY OR CORRUPTION OF DATA，EVEN IF SUPPLIER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IN NO EVENT SHALL SUPPLIER'S LIABILITY HEREUNDER EXCEED THE AMOUNT THAT CUSTOMER PAID TO SUPPLIER UNDER THIS AGREEMENT DURING THE PREVIOUS TWELVE MONTHS.
任何一方因无法合理控制的原因而未履行本《协议》，不构成对本《协议》的违约。在适用法律允许的最大范围内，对于用户或任何第三方发生的任何附带损失或间接损失（无论这类损失系因侵权行为或根据合同而发生的），包括利润损失、原本可以节约的支出、或因本《协议》或供方的工作表现而产生的其它附带损失或间接损失（包括但不限于由于以下因素导致的损失：（A）"软件"、服务或"代理服务器"、"卫星"、或"RHN 代码"（定义分别参见本《协议》）；（B）"RHN"、"软件"或"代理服务器"、"卫星"、或"RHN 代码"（定义分别参见本《协议》）的使用被中断；或（C）资料被遗失、发生错误或毁损），供方概不承担任何责任，即使其事前已被告知有可能发生此类损失。在任何情况下，供方在本《协议》项下所承担的责任，都不应超过用户在此前十二（12）个月根据本《协议》支付给供方的款额。
8. CONFIDENTIALITY. 保密条款
Customer and Supplier agree to maintain the confidentiality of the proprietary information received from the other party including non-public technical and business information for a period of two （2） years after the termination of this Agreement. Supplier's pricing and product roadmap are Supplier's confidential information. This section shall not apply to any publicly available or independently developed information.
用户和供方同意，在本《协议》终止后的两（2）年内，各方须对其获得的另一方的专有信息（包括非公开的技术或商业信息）保密。供方的定价办法与产品介绍属供方的保密信息。本条规定不适用于任何可公开获得的信息和独立开发的信息。
9. ENTIRE AGREEMENT. 全部协议
This Agreement shall constitute the exclusive terms and conditions with respect to the purchases of Software and Services under this Agreement by Customer from Red Hat， notwithstanding any different or additional terms that may be contained in the form of purchase order or other document used by Customer in such transactions. This Agreement contains the final，complete and exclusive statement of the agreement between the parties with respect to the transactions contemplated herein and all prior written agreements and all prior and contemporaneous oral agreements with respect to the subject matter herein are merged herein including any Subscription Descriptions and Subscription Purchase Terms. This Agreement may not be amended，supplemented or modified （or any right or power granted hereunder waived） except by written instrument signed by authorized officers of the parties hereto （or in the case of a waiver， signed by the party to be bound）， which instrument makes specific reference to this Agreement.
本《协议》构成有关用户按本《协议》向供方购买"软件"及服务的全部条款和条件，即使订购单或用户交易时使用的其它文件可能规定任何不同或额外的条款。本《协议》系双方就本《协议》规定交易所达成的协议的最终、完整且唯一的表述；先前有关本《协议》主题事项所达成的一切书面协议，以及先前或临时达成的一切口头协议（包括任何《订购说明》及《订购条款》），特此全部纳入本《协议》。修改、增补、或变更本《协议》（或放弃本《协议》项下的任何权利或权力），必须由本《协议》双方授权代表签署明确的书面文件（或如有任何方弃权，必须由弃权方签署书面文件）。
10. GENERAL. 一般规定
10.1 This Agreement shall be governed by and construed in accordance with the substantive laws of the State of North Carolina， U.S.A.， without regard to choice of law provisions，except that the United Nations Convention on the International Sale of Goods shall not apply. Any dispute， controversy or claim arising out of or relating to this Agreement， or the breach termination or invalidity thereof， shall be settled by arbitration in accordance with the UNCITRAL Arbitration Rules as at present in force.
（10.1）本《协议》受美国北卡罗来纳州实体法的管辖，并根据该法进行解释，但不包括其冲突法规范，也不适用《联合国国际货物销售合同公约》。因本《协议》或其违约、终止、有效性等事宜引起或与之有关的任何争议或诉求，应通过仲裁并依据当时有效的联合国国际贸易法委员会仲裁规则来解决。应由香港国际仲裁中心委任仲裁员。仲裁地点应在香港国际仲裁中心。应仅有一名仲裁员。仲裁应以英文进行。
The place of arbitration shall be in Hong Kong at the HKIAC. There shall be one arbitrator. The language of the arbitration shall be English. Any such arbitration shall be administered by HKIAC in accordance with HKIAC Procedures for Arbitration in force at the date of this Agreement including such additions to the UNCITRAL Arbitration Rules as are therein contained. （10.2） Each party warrants that the person signing or accepting this Agreement is authorized to bind said party. （10.3） If one or more of the provisions contained in this Agreement is held invalid， illegal or unenforceable in any respect by any court of competent jurisdiction， such holding will not impair the validity，legality， or enforceability of the remaining provisions. （10.4）
Failure or delay on the part of any party to exercise any right，remedy， power or privilege hereunder will not operate as a waiver.（10.5） Any provision of this Agreement which may be reasonably expected to survive the termination of this Agreement， including，but not limited to， the sections entitled Warranty and Limitation of Liability， shall survive such termination. （10.6） Supplier may supply Customer with technical data that is subject to import/export control restrictions. Supplier will not be responsible for compliance by Customer with applicable import/export restrictions or obligations for such technical data. Each party agrees to comply with any applicable import/export control laws or regulations.（10.7） Any notice to be given pursuant to this Agreement， including any notice of change of address for notice， shall be deemed given when sent to Supplier to General Counsel， Supplier， Inc.， 1801 Varsity Drive， Raleigh， NC 27606， U.S.A. or by facsimile to 919- 754-3704 and to Customer at the address or facsimile number indicated at the time of purchase： （a） seven （7） business days after being deposited with the local postal service of the sender， postage prepaid， first class， air mail， certified， return receipt requested； （b）
upon receipt when delivered in person； （c） three （3） business days after being deposited with a reputable international overnight delivery service； or （d） one （1） business day after being transmitted by facsimile with confirmation of delivery to the number for such party set forth in this Agreement. （10.8） In the event of a dispute between the parties regarding payment under this Agreement， the non-prevailing party shall pay the reasonable attorney's fees of the prevailing party. （10.9） This Agreement shall be made in the English language and the English original shall control all interpretations of the terms hereof. Any translation of this Agreement is provided for the purpose of reference only.
该等仲裁应由香港国际仲裁中心依据其在本《协议》之日期有效的仲裁程序进行，包括其中对联合国国际贸易法委员会仲裁规则的有关额外规定。（10.2）各方保证，各方负责签署或接受本《协议》的人员有权约束该方。（10.3）若本《协议》有任何一项或多项条款，被任何具管辖权的法院认定为无效、违法或不具有强制执行效力，法院的认定并不损害本《协议》其余条款的效力、合法性及强制执行效力。（10.4）任何一方没有行使或迟延行使其在本《协议》项下的任何权利、救济、权力或特权，并不构成该方对该等权利、救济、权力或特权的弃权。（10.5）如果本《协议》项下的任何条款（包括但不限于"保证"条款和"责任限制"条款），有必要在本《协议》终止后继续保持有效，则该条款应在本《协议》终止后继续有效。（10.6）供方向用户提供的技术资料可能会受到进出口管制。对于用户是否遵守该等技术资料适用的进出口管制规定或义务，供方无需承担任何责任。各方同意各自遵守有关进出口管制的所有法律和法规。（10.7）按本《协议》发出的任何通知（包括变更地址通知），如收件人系供方，则应发至General Counsel， Supplier， Inc.， 1801 Varsity Drive， Raleigh，NC 27606，U.S.A.或传真至919-754-3704；如收件人系用户，则应发至用户购买本《协议》项下之服务时说明的地址或传真号码。而且：（a）如果使用预付邮资、要求回执的一等挂号航空邮件发送通知，则应在邮件被交付发件方当地邮局邮寄后七（7）个工作日，视为通知已有效送达；（b）如果使用专人递送通知，则应于收件当时视为通知已有效送达；（c）如使用任何知名的国际快递公司发送通知，则应于快件交寄后三（3）个工作日，视为通知已有效送达；或（d）如使用传真发送通知，则应在传真文件被确认已发至本《协议》规定的收件人号码后一（1）个工作日，视为通知已有效送达。（10.8）如果双方有关本《协议》项下的支付事项发生任何争议，败诉方应承担胜诉方合理的律师费。（10.9）本《协议》以英文达成，所有条款的解释以英文原文为准。本《协议》的译文供作为参考提供。
II. Support Services Service Levels 支持服务的服务等级
A. SUBSCRIPTION TERMS AND CONDITIONS Supplier will provide the purchased subscription（s） subject to the following terms.
订购的条款与条件供方根据下列条款提供订购项目。
1. DEFINITIONS：定义
"Platform" means the combination of the CPU and other hardware a computer system uses， its exact operating system including the version number， the compiler required， the type of libraries （e.g. libc， glibc）， and the type of crypto library available （e.g. libcrypt，pam）。 Changes to any of these components which break binary compatibility， or prohibit functioning （including recompiling） of software， unless modified by Supplier， constitute a different platform and may disqualify it from receiving Support Services. Should a platform be discontinued during the term of this Agreement， Supplier will have the option to continue supporting Customer on that platform or to issue Customer a pro-rata refund.
"平台"系指中央处理器和计算机系统使用的其它硬件，以及它的实际运行系统（包括版本号码、所需编译程序、数据库种类（例如libc、glibc）、和可用密码数据库种类（例如libcrypt、pam））的集成。对上述组件进行任何变更，使二进制数据兼容性被破坏、或"软件"功能（包括重编译功能）受阻，将造成不同平台，并可能因此取消其接收"支持服务"的资格（但供方进行的修改除外）。若任何平台在本《协议》期间中断运行，供方有权决定是否继续使用该平台支持用户，或按比例向用户退款。
Supplier Network （"RHN"） is an electronic update service for systems running Supplier Enterprise Supplier.
"supplier.com网络"（简称"RHN"）系指运行"Supplier Enterprise Supplier"系统的电子更新服务。
"Software" means the software purchased under this Agreement，which is provided under Supplier's trademarks and is subject to the applicable end user license agreement.
"软件"系指根据本《协议》购买的软件。此类软件使用供方的商标，而且必须遵守适用的最终用户许可协议。
"Support Services" means the support services provided with the purchased subscription as further defined in this Agreement.
"支持服务"系指根据订购项目提供的支持服务（参见本《协议》详细规定）。
2. CUSTOMER OBLIGATIONS用户的义务
2.1 Entitlement. In order to access and utilize Support Services，Customer will be required to provide Supplier with its Customer number， RHN machine name or RHN system ID at the time of initiating the Support Service.
权利。 为获得和使用"支持服务"，用户在启用"支持服务"时，须向供方提供用户号、"RHN"机器名或"RHN"系统名。
2.2 Customer's Computer System. 用户的计算机系统
Customer will be responsible for performing operations on Customer's computer system and Red Hat shall have no responsibility to perform operations on Customer's computer system. Customer acknowledges that Supplier's ability to perform certain Support Services may be conditioned upon access to certain Customer information and access to Customer's computer system as reasonably requested by Supplier. Such information may include， but is not limited to， the type of hardware Customer is using， a description of the problem for which Customer seeks Support Services， and additional software Customer is using that falls outside the Support Services scope of coverage. Customer understands and agrees that the completeness and accuracy of the information Customer provides to Supplier may affect Supplier's ability to provide Support Services. The Support Services purchased by Customer are intended for use only for the benefit of the Customer and only for the Installed Systems with subscriptions. Customer may not use one subscription for Services for more than one Installed System. Any unauthorized use of the Services will be deemed to be a material breach of this Agreement.
用户应自行负责自身计算机系统的运行，供方无需对用户计算机系统的运行承担责任。用户承认，供方提供"支持服务"可能需以下列条件的满足为前提：即供方能够获得其合理所需的用户资料，并在合理需要时可以使用用户计算机系统。上述资料可能包括（但不限于）用户使用的硬件种类、需以"支持服务"解决的问题的说明，以及用户使用的超出"支持服务"范围的其它软件。用户了解并同意，其提供给供方的资料是否完整和正确，可能会影响供方提供"支持服务"的能力。用户只可为其自身利益使用购买的"支持服务"，并只能将之用于订购范围的"已安装系统"。用户不得将对服务的一项订购用于一个以上的"已安装系统"。任何未经授权而使用服务的行为，都将视为严重违反本《协议》。
2.3 Designated Customer Contact. Supplier will provide Support Services to Customer only by communication with the Customer's designated technical contact or contacts （the "Contact"）。 Customer is entitled to the number of Contacts set forth in the Customer
用户指定联络人。 供方只会通过与用户指定的技术联络人（以下简称"联络人"）沟通联系的方式，为用户提供"支持服务"。用户有权指定的"联络人"的数目，由本《协议》附表二的《用户联络人》目录规定。如用户需要指定额外"联络人"，必须另行付费。本《协议》期间，用户应通过商业上合理的努力，尽量使用相同的"联络人"。用户"联络人"的工作不应只是简单地向其它人传达服务。"联络人"不得为用户以外的任何其它人或其它公司的利益，使用本《协议》项下提供的任何"支持服务"。各"联络人"享有浏览和（或）取用所有必要档案资料的权利。各"联络人"必须具备英语沟通能力，以及协助供方提供本《协议》规定的"支持服务"所必需的技术知识，包括熟悉"软件"和"支持硬件或平台"。
2.4 Support Portal. Customer may initiate Support Service requests through the web-based support portal located at Supplier's main web site， www.supplier.com. The Contact（s）are entitled to open a secure login to the support portal and use the ticket manager application to submit a Support Service request for any covered Support Service. Each submitted Support Service request is given a unique identification number. Support Services logged through the support portal are managed using the English language.
2.4 支持门户网站。 用户可登录供方主要网站中的网上支持门户网站www.supplier.com，申请启用"支持服务"。"联络人"有权使用安全登录密码进入支持门户网站，然后使用"登入管理申请"（ticket manager application）提交"支持服务"申请，要求获得任何在录的"支持服务"项目。每份"支持服务"申请均配有一个专用认证号。通过支持门户网站登录申请而获得的"支持服务"全部使用英语提供。
B. SERVICE LEVELS FOR SUBSCRIPTIONS 订购服务的等级
1. Supplier Network Proxy Server and Satellite. If Customer subscribes to RHN Proxy Server or Satellite （"Proxy Server" or "Satellite"） as an upgraded delivery method to RHN， then the following provisions apply to that subscription. To provide Proxy Server or Satellite， the Proxy Server and/or Satellite code （the "RHN Code"） will be installed onto one or more designated servers owned or leased by Customer， approved by Supplier and located at Customer's site or provided by Supplier （the "RHN Servers"） solely for the purpose of allowing Customer to receive the RHN Service during the period that the Customer subscribes to RHN Service （the "Subscription Period"）。 Customer may use the RHN Code only on the RHN Servers and， upon Supplier's written approval， on one additional server for backup purposes. Customer may use the RHN Code only to receive the RHN Services for systems for which Customer has purchased a subscription for RHN Service. Customer may not use the RHN Code for any other purpose. Customer may not transfer or assign the RHN Code or any media containing the RHN Code. Customer may not modify， copy， make derivative works of， distribute， reverse engineer， decompile or export the RHN Code. During the Subscription Period， Customer agrees that Red Hat shall have such electronic or physical access to the RHN Servers as Supplier reasonably requests to enable Supplier to deliver the RHN Service and to update or enhance the RHN Code as Red Hat deems necessary， in its sole discretion. The RHN Code and any physical media containing the RHN Code and all intellectual property rights contained therein， and all copies thereof made by Customer （if authorized by Supplier） are the exclusive property of Supplier and a valuable trade secret of Supplier. Upon termination of the subscription， Customer immediately will destroy all copies of the RHN Code in its possession （including any RHN Code installed on the RHN Servers）。 The RHN Code （and any media containing the RHN Code） is the confidential property of Supplier and Customer shall not use or disclose any information regarding the RHN Code， except as permitted by this Agreement. If Supplier provides the RHN Server to Customer， Customer must promptly return such hardware to Supplier upon termination of this Agreement.
supplier.com网络代理服务器与卫星。 如果用户订购"RHN"的"代理服务器"或"卫星"（以下简称"代理服务器"或" "卫星"），作为"RHN"更新的传送方法，则这类订购应适用以下规定。为提供"代理服务器"或"卫星"，需要在用户拥有或租用的一个或多个用户指定的服务器中，安装"代理服务器"和（或）"卫星"的代码（以下简称"RHN 代码"）。上述服务器（以下简称"RHN 服务器"）应设在用户场所并须经供方批准，或由供方提供，只限在用户订购"RHN 服务"的期间（以下简称"订购期"），为用户接受"RHN 服务"的目的而使用。用户只可在"RHN 服务器"上使用"RHN 代码"，同时，经供方书面批准后，还可在另一台服务器上仅作为备份使用。用户只限为已订购"RHN 服务"的系统获得"RHN服务"而使用"RHN 代码"，不得再为任何其它目的而使用。用户不得转让或出让"RHN 代码"、或任何含有"RHN代码"的载体。用户不得修改、复制、分销、做反向工程、破译、或输出RHN 代码、或制造"RHN 代码"的任何衍生品。用户同意，供方有权根据其合理要求，在"订购期"内通过电子手段或亲自接触到"RHN 服务器"，以便提供"RHN 服务"并在其自行确认为必要时更新或升级"RHN 代码"。"RHN 代码"和含有"RHN 代码"的任何载体，以及它们所包含的一切知识产权，连同用户（经"红帽公司"授权）为此复制的全部拷贝，均属供方的专有财产，并是供方有价值的商业秘密。订购终止时，用户应立即销毁其持有的全部"RHN 代码"的复制品（包括安装在"RHN 服务器"上的所有"RHN 代码"）。"RHN代码"（以及含有"RHN 代码"的任何载体），系供方的保密财产，用户不得使用或披露有关"RHN 代码"的任何资料，但本《协议》允许使用或披露的情况除外。如果供方向用户提供"RHN 服务器"，则用户必须在本《协议》终止时立即将之归还供方。
2. Response Guidelines. 答复指南
A response to a request for Support Services shall consist of receipt of and acknowledgment by Supplier of Customer's request for Support Services. Supplier will use commercially reasonable efforts to provide a response within the response guideline period set forth in the table below during standard business hours and days as set forth in the table below，exclusive of Supplier holidays. Customer acknowledges that a response may not include resolution for all requests for Support Services. Supplier will use commercially reasonable efforts to
对用户申请"支持服务"的回复中，应包括供方声明已收悉用户申请并确认提供的"支持服务"的内容。供方将做出商业上合理的努力，在下表规定的答复期内，于下表规定的标准营业时间和工作日做出答复，供方的假日除外。用户承认，供方可能无法一次答复所有需要"支持服务"解决的问题。供方将做出商业上合理的努力提供解决方案，为用户提供必要的"支持服务"。
However，Customer acknowledges and understands that no software is perfect or error free and that， despite Supplier's commercially reasonable efforts， Supplier may be unable to provide answers to or resolve some or all requests for Support Services. Red Hat makes no promises， guarantees， or assurances of any kind that it will be able to resolve all Customer Support Services requests.
存在任何完美的或不会发生错误的软件，即使供方做出商业上合理的努力，仍有可能无法解决或解答用户提出的部分甚或所有"支持服务"申请。供方不曾做出任何承诺、保证或担保，宣称自己能够解决用户要求的所有"支持服务"。
3. SLA Tables：. SLA 表格：
3.1. Response Guidelines： 答复方式：
Subscription Type Response Guidelines 订购种类答复条件
Standard Support Services 4 Business Hours by telephone
3.2. Severity Level Definitions： 严重程度的定义：
Severity Level Definition 严重程度定义
1 Catastrophic production problem which may severely impact the Customer's production systems， or in which Customer's production systems are down or not functioning； loss of production data and no procedural work around exists. Severity 1 problem also includes issues that result in an emergency condition that causes a serious security breach.
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's operation is disrupted but there is capacity to remain productive and maintain necessary business-level operations. Severity 2 problem also applies for minor security breach situations.
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 which involves partial non-critical functionality loss. One which impairs some operations but allows the Customer's system to continue to function. This may be a minor issue with limited loss or no loss of functionality or impact to the Customer's operation and issues in which there is an easy circumvention or avoidance by the end user. This includes documentation errors.
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 for future product enhancements or modifications and to calls that are passed to Supplier for information purposes. There is no impact on the quality， performance or functionality of the product.
应未来产品改良或更新的需要、或为获取信息资料之目的，向供方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： 标准营业时间：
GEOGRAPHY STANDARD BUSINESS HOURS AND DAYS地区标准营业时间
4. Support Service Conditions. 支持服务的条件
4.1 Supplier may， at its discretion， decline to provide Support Services for Software that has been modified or changed by Customer in any way， except as directed by Supplier. Red Hat will provide Support Services for Supported Hardware and Platforms only. Supplier will only provide Support Services for those Installed Systems for which Customer has subscribed under this Agreement.
4.1 供方有权自行决定，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供方的指示做出。供方只为"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"。
