S1 – Critical | S2 – Significant | S3 – Minor | S4 – Low | |
---|---|---|---|---|
Cloud Operations | 24 x 7 | 24 x 7 | 9 a.m. – 8 p.m.1 | |
Hardware/Software Incidents | 24 x 7 | 24 x 7 | 9 a.m. – 8 p.m.1 | |
Incident Acknowledgement | 30 minutes | 2 hours | Next business day2 | |
Customer Status Updates | Every hour | Every 6 hours | Daily | Weekly |
1 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. |