Premier Cloud Support | Teradata Vantage on Azure - 2.2 - Premier Cloud Support - Teradata Vantage on Azure

Teradata Vantage™ on Azure Getting Started Guide

prodname
Teradata Vantage on Azure
vrm_release
2.2
created_date
January 2021
category
Configuration
Implementation
Installation
featnum
B700-4016-011K

All Teradata Vantage subscriptions include Premier Cloud Support. It provides integrated maintenance and support services, including flexible coverage hours and response times, unlimited access to the Console (https://console.vantage.teradata.com) and Service Portal (https://support.teradatacloud.com), downloadable software, knowledge base searching, communities and forums, and other valuable features.

Premier Cloud Support includes the following response times by severity:

  S1 – Critical S2 – Significant S3 – Minor S4 – Low
Incidents 24 x 7 9 a.m. – 8 p.m.1
Incident Acknowledgement 2 hours 2 hours1 Next business day2
Customer Status Updates Every hour Every 6 hours1 Daily1 Weekly

1 Same business day: Monday – Friday (Customer's local time zone)

2 Next business day example: If a customer opens an S3 or S4 incident after 8 p.m. on Friday, Teradata staff will respond after 9 a.m. on Monday.

Critical S1 incidents are for production servers only. Offline development systems are rated as S2 incidents.