Incidents | Teradata Vantage | Cloud Service Description - 3.2 - Incidents - Teradata Vantage on AWS

Teradata Vantageā„¢ Cloud Service Description: AWS

prodname
Teradata Vantage on AWS
vrm_release
3.2
created_date
February 2021
category
Cloud Service Description
featnum
B035-2870-050K

When opening an incident in the Console, customers must select a level of impact and urgency to identify the incident severity.

Severity Impact Urgency Severity 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 High 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 Critical Medium Incident has medium impact to operations; resolution efforts can occur over the next several days.
Low
Significant Medium
Minor High
4 Significant Low Incident has low or no impact to operations; resolution efforts can occur over the next several weeks.
Minor Medium Requests submitted as questions.
Low