Failure Level

Description

Judgment Standard

Response Time

Repair Time

Service Mode

First Level

The following situations belong to the first failure level ：

•  The system can not work completely ， no response is given for all operation;

•  System breakdown, key hardware or software are damaged and can't be recovered automatically ；

•  Users' business can be handled due to intermittent 、 random 、 repeated restart and exit

Conform to description of first level

≤ 3 Hours

≤ 1 Workday

•  24 hours product technical support (hotline)

•  Remote online technical support

•  Hardware recovery ；

•  Stand-alone online recovery ；

•  Offline failure recovery ；

•  Warranty and Out-of-warranty service ；

Second Level

The following situations belong to the second failure level ：

•  Key equipments (hardware, software)stop working, system operation and users' business are affected;

•  System overall performance is seriously declined, the normal operation can't be recovered automatically;

•  Important data, parameter and config info are damaged and can't be recovered, which makes users' data and records lost;

Conform to description of second level

≤ 4 Hours

≤ 3 Workdays

•  24 hours product technical support (hotline)

•  Remote online technical support

•  Hardware recovery ；

•  Stand-alone online recovery ；

•  5. Warranty and Out-of-warranty service ；

Third Level

The following situations belong to the third failure level ：

•  Some of equipments or software is exceptional, but system still work and no serious effect for users' business;

•  When key standby facilities are offline for failures, the primary remains to work well. ；

•  When system operation index (eg. I/O, CPU efficiency) are affected directly or indirectly, and business-to-customer process is affected;

Conform to description of third level

≤ 6 Hours

≤ 4 Workdays

•  24 hours product technical support (hotline)

•  Remote online technical support

•  E-mail Technical Support

•  Warranty and Out-of-warranty service ；

•  Website Information service ；

Fourth Level

The following situations belong to the fourth failure level ：

•  When lines or ports, not in operation, are damaged;

•  When safety reasons are considered, protected software is degraded or applications are restarted. ；

•  When short storage space makes performance reduction;

•  Ask for help on system hardware, software installation or configuration.

Conform to description of fourth level

≤ 24 Hours

≤ 5 Workdays

•  5*8 product technical support (hotline)

•  Warranty and Out-of-warranty service ；

•  E-mail Technical Support

•  Website Information service ；