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