Hi Eunhwa,
the last weeks/month the participants of this forum answered lots of your questions.
Unfortunately you havent rated our answers in anyway (as correct). To my mind its not fairplay to only take and dont give (back Feedback).
Anyway, the Service Product is related to SLA and the Response + Availability times are connected to the Service Product.
In former times (7.0), the Service Product Investigation was called SUPPORTHOTLINE.
If you have SLA activated and create an Incident, the System checks for the Service Product and assignes the SLA times to the ticket.
The opposite for the Service Product, is the Matrial Product.
Regards,
Robert