Priority Service (Sold Separately) - 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
  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.