Incidents - 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

When opening an incident in the Management Console, customers must select a level of impact and urgency to identify the incident severity. Teradata supports the following severity levels:

Severity Impact Urgency Definition
1 Critical High Mission-critical production system is down, corrupted, or severely degraded or unusable and requires immediate attention to return the system to service.

If customers submit an S1 incident, they must agree to allow Teradata to contact appropriate escalation personnel. If the appropriate personnel are not available, Teradata changes the incident from S1 to S2 and responds accordingly.

2 Significant Medium Production system is up and operational but the incident has severe, ongoing, daily impact to operations; a non-mission critical system is down and requires expedited engagement and urgent resolution.
3 Minor Low Incident has low or no impact to operations; resolution efforts can occur over the next several weeks.