Premier Cloud Support (Included) - Teradata IntelliCloud

Teradata® IntelliCloud™ Service Description: On-Premises

Product
Teradata IntelliCloud
Release Number
1.0
Published
June 2019
Language
English (United States)
Last Update
2019-06-22
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Product Category
Cloud

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

All Vantage subscriptions include Premier Cloud Support with the following response times by severity:

  S1 – Critical S2 – Significant S3 – Minor S4 – Low
Cloud Operations 24 x 7 9 a.m. – 8 p.m.1
Hardware/Software Incidents 24 x 7 9 a.m. – 8 p.m.1
Incident Acknowledgement 2 hours 2 hours Next business day2
Customer Status Updates Every hour Every 6 hours Daily 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.