AGREEMENT OF SOFTWARE AND TECHNICAL SUPPORT
 
供方（軟件及相關技術提供方，下稱：供方）：
SUPPLIER (The supplier of software and technology therewith; hereinafter Supplier)    
 
用戶：（購買軟件及相關技術的客戶，下稱：用戶）
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《訂購協議》（以下簡稱本《協議》）由供方和同意接受本《協議》條款的供方產品及服務的買方或使用人（以下簡稱用戶）簽訂。
 
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.
在購買或使用供方產品與服務之前，請先仔細閱讀本《協議》。用戶一旦使用或購買供方的產品或服務，即表示用戶同意本《協議》的條款。如閣下系代表某機構行事，則表示閣下有權代表該機構簽署本《協議》。如用戶不接受本《協議》的條款，則請勿使用或購買供方的產品與服務。
 
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《協議》的"生效日"為用戶接受本《協議》之日，或用戶使用供方產品或服務之日（以其中較早發(fā)生之日為準）。
 
　　I. Terms and Conditions條款與條件
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） 一般條款與條件本《協議》所稱服務系指在訂購范圍內提供的本《協議》規(guī)定的"支持服務"、"RHN 服務"，以及根據本《協議》購買的本《協議》規(guī)定的任何"學習服務"。"軟件"系指按本《協議》購買的本《協議》規(guī)定的軟件類產品。"已安裝系統"系指用戶裝有軟件的各種系統。"系統"系指裝有"軟件"的任何硬件，包括但不限于服務器、工作站、虛擬機臺、機片、分隔板或引擎（視具體情況而定）。"已安裝系統"的最初數量為用戶購買"軟件"的份數。
 
1. TERM AND TERMINATION　 期限與終止
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《協議》的期限應為提供本《協議》項下所有服務所需的期間。提供服務的最初期限自本《協議》的"生效日"開始，為期一（1）年。之后，服務期每年連續(xù)自動延長一（1）年，除非任何一方在下一服務期的起始日之前至少六十（60）天，事先書面通知對方，要求停止續(xù)約。但是，在第一年的期限屆滿后，用戶隨時有權經提前六十（60）天書面通知供方后，終止本《協議》，但用戶有義務付清截至本《協議》終止之日的所有費用。
 
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 違約終止。 供方有權在下列情形發(fā)生時終止本《協議》：（a）用戶未支付任何到期應付款；（b）用戶嚴重違反本《協議》，而且在收到有關其嚴重違約的書面通知后三十（30）日內，仍未糾正違約；或（c）本《協議》規(guī)定的其它情形。如果供方嚴重違反本《協議》，而且在收到有關其嚴重違約的書面通知后三十（30）日內，仍未糾正違約，則用戶有權終止本《協議》。
 
2. PRICING， INVOICING AND TAXES. 　. 價格、發(fā)票與稅務
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.
　用戶同意向供方提供正確而完整的收款信息（包括法定名稱、地址、電話號碼，以及發(fā)帳單或劃帳所需的信息）。上述信息如有變更，用戶應于變更發(fā)生后三十（30）日內告知供方。對于任何尚未付款的服務，供方保留中止或取消服務的權利。所有費用項目均使用美金報價和付款。如使用信用卡付款，則用戶授權供方直接從用戶的信用卡帳戶劃收最初一年服務期的服務費，以及續(xù)約時到期的應付款。如果供方同意為用戶開發(fā)票，則供方必須在簽署本《協議》時就所有已發(fā)生費用向用戶開具發(fā)票。發(fā)票項下的應付款應于發(fā)票之日三十（30）天內付清，其它費用款亦應于發(fā)票之日起三十（30）天內付清。供方提供的所有報價及收費標準，均不得含有任何外國的、聯邦的、州的稅收，或任何當地的銷售稅、貨物稅、使用稅，或任何類似的稅費。用戶同意支付所有上述稅費（如有的話），無論該等費用需從用戶信用卡帳戶劃收，或按"紅帽公司"開具的原始發(fā)票支付，或隨后由稅務機關向供方或用戶征收。但是，上述稅費不包括任何對供方的應稅凈收入征收的所得稅。為此目的，用戶同意，在供方所報任一價格適用上述稅收的情況下，該等價格應相應提高到這種程度，即繳納了該等稅款之后，用戶將實際支付給供方的金額與供方原本所報價格相等。本《協議》的所有續(xù)約價格，均按續(xù)約前九十（90）天當時有效的供方公布的定價確定；但是，首次續(xù)約時，每項"已安裝系統"的價格應按其在本《協議》最初期限內適用的價格確定。
 
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.
除非供方違反本《協議》、或本《協議》按第1.1 條規(guī)定的情形被終止，本《協議》項下到期應付的所有款項均不退款。如果用戶未按本《協議》規(guī)定方式向"紅帽公司"付款，則供方有權獲得下列救濟：（a）中止服務，直至供方收到用戶全額支付的所有費用，包括滯納金和到期利息，或（b）無需發(fā)出通知而終止本《協議》。用戶應負責將本《協議》及時地并自行承擔費用向中華人民共和國（"中國"）法律所要求的所有有關中國政府機關進行備案和注冊，包括但不限于按要求向中國商務部注冊。
 
4. REPORTING AND AUDIT. 報告與核查
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.
　用戶如需要增加"已安裝系統"的數目，應按每個增加的"已安裝系統"另向供方購買增加的服務。在本《協議》期間及此后一（1）年內，用戶明確授權供方，為保證用戶遵守本《協議》的條款和條件，隨時核查用戶的設施和記錄。該核查行為只限在用戶正常工作時間內進行，且供方應提前至少十（10）日給予書面通知。在任何連續(xù)的十二（12）個月期間，供方最多只可進行一次核查，除非在任何核查時發(fā)現用戶有違規(guī)情形，需要為確保用戶遵守本《協議》條款而進行任何其它核查。供方應以書面形式通知用戶發(fā)生的任何違規(guī)情形，如果違規(guī)情形是付款不足，用戶須自通知之日起十五（15）天內，將短缺款項支付給供方。短缺款項的金額按照少報的"已安裝系統"或服務的數量，乘以少報項目的年費計算。如果發(fā)現用戶少報的"已安裝系統"的數目、或服務的金額超過百分之五（5%），那么，除少報項目的年費外，用戶還應額外支付相等于少報費用百分之二十（20%）的損害賠償金，賠償供方的收益損失及管理費用。用戶同意并確認，上述損害賠償金數額是對供方在該等情形下所受收益損失和管理費用的公平合理的估計。
 
5. NON-TRANSFERABLE.  禁止轉讓
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.
未經供方事先書面同意，本《協議》以及供方根據本《協議》提供的所有服務，均不得被轉讓、出讓、或分銷。任何未經供方事先書面同意而試圖進行的轉讓、出讓、或分銷，將導致本《協議》被終止，而供方不再承擔本《協議》項下的任何義務。
 
　6. WARRANTY. 保證
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《協議》另有明確規(guī)定，在適用法律允許的最大范圍內，通過"RHN"、"代理服務器"、"衛(wèi)星"、或"RHN 代碼"（定義分別參見本《協議》）提供的"軟件"、服務及任何軟件程序，完全按"現狀"條件提供和許可，不附帶任何形式的保證，無論是明示或默示的保證，包括但不限于有關適銷性、不侵權及適合特定目的的默示保證。供方不保證"軟件"、服務或"代理服務器"、"衛(wèi)星"、或"RHN 代碼"（定義分別參見本《協議》）的使用，不發(fā)生中斷或錯誤。
 
7. LIMITATION OF LIABILITY. 　　 責任限制
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.
任何一方因無法合理控制的原因而未履行本《協議》，不構成對本《協議》的違約。在適用法律允許的最大范圍內，對于用戶或任何第三方發(fā)生的任何附帶損失或間接損失（無論這類損失系因侵權行為或根據合同而發(fā)生的），包括利潤損失、原本可以節(jié)約的支出、或因本《協議》或供方的工作表現而產生的其它附帶損失或間接損失（包括但不限于由于以下因素導致的損失：（A）"軟件"、服務或"代理服務器"、"衛(wèi)星"、或"RHN 代碼"（定義分別參見本《協議》）；（B）"RHN"、"軟件"或"代理服務器"、"衛(wèi)星"、或"RHN 代碼"（定義分別參見本《協議》）的使用被中斷；或（C）資料被遺失、發(fā)生錯誤或毀損），供方概不承擔任何責任，即使其事前已被告知有可能發(fā)生此類損失。在任何情況下，供方在本《協議》項下所承擔的責任，都不應超過用戶在此前十二（12）個月根據本《協議》支付給供方的款額。
 
8. CONFIDENTIALITY. 保密條款
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.
用戶和供方同意，在本《協議》終止后的兩（2）年內，各方須對其獲得的另一方的專有信息（包括非公開的技術或商業(yè)信息）保密。供方的定價辦法與產品介紹屬供方的保密信息。本條規(guī)定不適用于任何可公開獲得的信息和獨立開發(fā)的信息。
 
9. ENTIRE AGREEMENT. 　 全部協議
 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《協議》構成有關用戶按本《協議》向供方購買"軟件"及服務的全部條款和條件，即使訂購單或用戶交易時使用的其它文件可能規(guī)定任何不同或額外的條款。本《協議》系雙方就本《協議》規(guī)定交易所達成的協議的最終、完整且唯一的表述；先前有關本《協議》主題事項所達成的一切書面協議，以及先前或臨時達成的一切口頭協議（包括任何《訂購說明》及《訂購條款》），特此全部納入本《協議》。修改、增補、或變更本《協議》（或放棄本《協議》項下的任何權利或權力），必須由本《協議》雙方授權代表簽署明確的書面文件（或如有任何方棄權，必須由棄權方簽署書面文件）。
 
10. GENERAL. 一般規(guī)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《協議》受美國北卡羅來納州實體法的管轄，并根據該法進行解釋，但不包括其沖突法規(guī)范，也不適用《聯合國國際貨物銷售合同公約》。因本《協議》或其違約、終止、有效性等事宜引起或與之有關的任何爭議或訴求，應通過仲裁并依據當時有效的聯合國國際貿易法委員會仲裁規(guī)則來解決。應由香港國際仲裁中心委任仲裁員。仲裁地點應在香港國際仲裁中心。應僅有一名仲裁員。仲裁應以英文進行。
 
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.
該等仲裁應由香港國際仲裁中心依據其在本《協議》之日期有效的仲裁程序進行，包括其中對聯合國國際貿易法委員會仲裁規(guī)則的有關額外規(guī)定。（10.2）各方保證，各方負責簽署或接受本《協議》的人員有權約束該方。（10.3）若本《協議》有任何一項或多項條款，被任何具管轄權的法院認定為無效、違法或不具有強制執(zhí)行效力，法院的認定并不損害本《協議》其余條款的效力、合法性及強制執(zhí)行效力。（10.4）任何一方沒有行使或遲延行使其在本《協議》項下的任何權利、救濟、權力或特權，并不構成該方對該等權利、救濟、權力或特權的棄權。（10.5）如果本《協議》項下的任何條款（包括但不限于"保證"條款和"責任限制"條款），有必要在本《協議》終止后繼續(xù)保持有效，則該條款應在本《協議》終止后繼續(xù)有效。（10.6）供方向用戶提供的技術資料可能會受到進出口管制。對于用戶是否遵守該等技術資料適用的進出口管制規(guī)定或義務，供方無需承擔任何責任。各方同意各自遵守有關進出口管制的所有法律和法規(guī)。（10.7）按本《協議》發(fā)出的任何通知（包括變更地址通知），如收件人系供方，則應發(fā)至General Counsel， Supplier， Inc.， 1801 Varsity Drive， Raleigh，NC 27606，U.S.A.或傳真至919-754-3704；如收件人系用戶，則應發(fā)至用戶購買本《協議》項下之服務時說明的地址或傳真號碼。而且：（a）如果使用預付郵資、要求回執(zhí)的一等掛號航空郵件發(fā)送通知，則應在郵件被交付發(fā)件方當地郵局郵寄后七（7）個工作日，視為通知已有效送達；（b）如果使用專人遞送通知，則應于收件當時視為通知已有效送達；（c）如使用任何知名的國際快遞公司發(fā)送通知，則應于快件交寄后三（3）個工作日，視為通知已有效送達；或（d）如使用傳真發(fā)送通知，則應在傳真文件被確認已發(fā)至本《協議》規(guī)定的收件人號碼后一（1）個工作日，視為通知已有效送達。（10.8）如果雙方有關本《協議》項下的支付事項發(fā)生任何爭議，敗訴方應承擔勝訴方合理的律師費。（10.9）本《協議》以英文達成，所有條款的解釋以英文原文為準。本《協議》的譯文供作為參考提供。
 
II. Support Services Service Levels　支持服務的服務等級
A. SUBSCRIPTION TERMS AND CONDITIONS Supplier will provide the purchased subscription（s） subject to the following terms.
訂購的條款與條件供方根據下列條款提供訂購項目。
 
　　1. DEFINITIONS：定義
　　"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.
　"平臺"系指中央處理器和計算機系統使用的其它硬件，以及它的實際運行系統（包括版本號碼、所需編譯程序、數據庫種類（例如libc、glibc）、和可用密碼數據庫種類（例如libcrypt、pam））的集成。對上述組件進行任何變更，使二進制數據兼容性被破壞、或"軟件"功能（包括重編譯功能）受阻，將造成不同平臺，并可能因此取消其接收"支持服務"的資格（但供方進行的修改除外）。若任何平臺在本《協議》期間中斷運行，供方有權決定是否繼續(xù)使用該平臺支持用戶，或按比例向用戶退款。
 
Supplier Network （"RHN"） is an electronic update service for systems running Supplier Enterprise Supplier.
 "supplier.com網絡"（簡稱"RHN"）系指運行"Supplier Enterprise Supplier"系統的電子更新服務。
 
"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.
"軟件"系指根據本《協議》購買的軟件。此類軟件使用供方的商標，而且必須遵守適用的最終用戶許可協議。
 
"Support Services" means the support services provided with the purchased subscription as further defined in this Agreement.
"支持服務"系指根據訂購項目提供的支持服務（參見本《協議》詳細規(guī)定）。
 
　　2. CUSTOMER OBLIGATIONS用戶的義務
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.
權利。 為獲得和使用"支持服務"，用戶在啟用"支持服務"時，須向供方提供用戶號、"RHN"機器名或"RHN"系統名。
 
　　2.2 Customer's Computer System. 用戶的計算機系統
　　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.
　用戶應自行負責自身計算機系統的運行，供方無需對用戶計算機系統的運行承擔責任。用戶承認，供方提供"支持服務"可能需以下列條件的滿足為前提：即供方能夠獲得其合理所需的用戶資料，并在合理需要時可以使用用戶計算機系統。上述資料可能包括（但不限于）用戶使用的硬件種類、需以"支持服務"解決的問題的說明，以及用戶使用的超出"支持服務"范圍的其它軟件。用戶了解并同意，其提供給供方的資料是否完整和正確，可能會影響供方提供"支持服務"的能力。用戶只可為其自身利益使用購買的"支持服務"，并只能將之用于訂購范圍的"已安裝系統"。用戶不得將對服務的一項訂購用于一個以上的"已安裝系統"。任何未經授權而使用服務的行為，都將視為嚴重違反本《協議》。
 
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
 用戶指定聯絡人。 供方只會通過與用戶指定的技術聯絡人（以下簡稱"聯絡人"）溝通聯系的方式，為用戶提供"支持服務"。用戶有權指定的"聯絡人"的數目，由本《協議》附表二的《用戶聯絡人》目錄規(guī)定。如用戶需要指定額外"聯絡人"，必須另行付費。本《協議》期間，用戶應通過商業(yè)上合理的努力，盡量使用相同的"聯絡人"。用戶"聯絡人"的工作不應只是簡單地向其它人傳達服務。"聯絡人"不得為用戶以外的任何其它人或其它公司的利益，使用本《協議》項下提供的任何"支持服務"。各"聯絡人"享有瀏覽和（或）取用所有必要檔案資料的權利。各"聯絡人"必須具備英語溝通能力，以及協助供方提供本《協議》規(guī)定的"支持服務"所必需的技術知識，包括熟悉"軟件"和"支持硬件或平臺"。
 
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 支持門戶網站。 用戶可登錄供方主要網站中的網上支持門戶網站www.supplier.com，申請啟用"支持服務"。"聯絡人"有權使用安全登錄密碼進入支持門戶網站，然后使用"登入管理申請"（ticket manager application）提交"支持服務"申請，要求獲得任何在錄的"支持服務"項目。每份"支持服務"申請均配有一個專用認證號。通過支持門戶網站登錄申請而獲得的"支持服務"全部使用英語提供。
 
　　B. SERVICE LEVELS FOR SUBSCRIPTIONS　訂購服務的等級
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網絡代理服務器與衛(wèi)星。 如果用戶訂購"RHN"的"代理服務器"或"衛(wèi)星"（以下簡稱"代理服務器"或" "衛(wèi)星"），作為"RHN"更新的傳送方法，則這類訂購應適用以下規(guī)定。為提供"代理服務器"或"衛(wèi)星"，需要在用戶擁有或租用的一個或多個用戶指定的服務器中，安裝"代理服務器"和（或）"衛(wèi)星"的代碼（以下簡稱"RHN 代碼"）。上述服務器（以下簡稱"RHN 服務器"）應設在用戶場所并須經供方批準，或由供方提供，只限在用戶訂購"RHN 服務"的期間（以下簡稱"訂購期"），為用戶接受"RHN 服務"的目的而使用。用戶只可在"RHN 服務器"上使用"RHN 代碼"，同時，經供方書面批準后，還可在另一臺服務器上僅作為備份使用。用戶只限為已訂購"RHN 服務"的系統獲得"RHN服務"而使用"RHN 代碼"，不得再為任何其它目的而使用。用戶不得轉讓或出讓"RHN 代碼"、或任何含有"RHN代碼"的載體。用戶不得修改、復制、分銷、做反向工程、破譯、或輸出RHN 代碼、或制造"RHN 代碼"的任何衍生品。用戶同意，供方有權根據其合理要求，在"訂購期"內通過電子手段或親自接觸到"RHN 服務器"，以便提供"RHN 服務"并在其自行確認為必要時更新或升級"RHN 代碼"。"RHN 代碼"和含有"RHN 代碼"的任何載體，以及它們所包含的一切知識產權，連同用戶（經"紅帽公司"授權）為此復制的全部拷貝，均屬供方的專有財產，并是供方有價值的商業(yè)秘密。訂購終止時，用戶應立即銷毀其持有的全部"RHN 代碼"的復制品（包括安裝在"RHN 服務器"上的所有"RHN 代碼"）。"RHN代碼"（以及含有"RHN 代碼"的任何載體），系供方的保密財產，用戶不得使用或披露有關"RHN 代碼"的任何資料，但本《協議》允許使用或披露的情況除外。如果供方向用戶提供"RHN 服務器"，則用戶必須在本《協議》終止時立即將之歸還供方。
 
2. Response Guidelines. 答復指南
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
　對用戶申請"支持服務"的回復中，應包括供方聲明已收悉用戶申請并確認提供的"支持服務"的內容。供方將做出商業(yè)上合理的努力，在下表規(guī)定的答復期內，于下表規(guī)定的標準營業(yè)時間和工作日做出答復，供方的假日除外。用戶承認，供方可能無法一次答復所有需要"支持服務"解決的問題。供方將做出商業(yè)上合理的努力提供解決方案，為用戶提供必要的"支持服務"。
 
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會發(fā)生錯誤的軟件，即使供方做出商業(yè)上合理的努力，仍有可能無法解決或解答用戶提出的部分甚或所有"支持服務"申請。供方不曾做出任何承諾、保證或擔保，宣稱自己能夠解決用戶要求的所有"支持服務"。
 
　　3. SLA Tables：. SLA 表格：
　　3.1. Response Guidelines： 答復方式：
　　Subscription Type Response Guidelines 訂購種類答復條件
　　Standard Support Services 4 Business Hours by telephone
3.2. Severity Level Definitions： 嚴重程度的定義：
 
　　Severity Level Definition 嚴重程度定義
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.
災難性生產問題，可能嚴重沖擊用戶的生產系統，或導致用戶的生產系統癱瘓或無法運作；丟失生產資料，且無程序運作功能。一級嚴重程度的問題亦包括造成嚴重違反安全要求，從而導致緊急情況產生的事項。
 
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.
 有嚴重不利影響的問題，使用戶中斷業(yè)務經營，但仍有一定生產能力，并可維持必要商業(yè)水準的運作。二級嚴重程度的問題亦適用于輕微違反安全要求的情況。
 
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、低級不利影響的問題，涉及部分非關鍵功能的喪失，損失部分功能，但用戶系統仍可持續(xù)運作。它可能是小問題，只給用戶的經營造成有限損失、或沒有造成任何功能損失、甚或未造成任何損失，而且很容易被最終用戶克服或避免。這類問題包括文件錯誤。
 
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.
應未來產品改良或更新的需要、或為獲取信息資料之目的，向供方提出的一般使用問題、建議，對產品的品質、性能或使用功能均無影響。
 
3.3 Standard Business Hours and Days： 標準營業(yè)時間：
GEOGRAPHY STANDARD BUSINESS HOURS AND DAYS地區(qū)標準營業(yè)時間
　　
　　4. Support Service Conditions. 支持服務的條件
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 供方有權自行決定，拒絕為任何已被用戶修改或變更過的"軟件"提供"支持服務"，除非修改或變更是按供方的指示做出。供方只為"支持硬件或平臺"提供"支持服務"。"紅帽公司"只為本《協議》項下用戶訂購的"已安裝系統"提供"支持服務"。