Teradata responds to tickets during your preferred primary coverage window. If you submit a ticket outside your primary coverage window – that is, during your secondary coverage window – Teradata investigates and resolves only S1 critical incidents and responds to all other tickets the next business day.
If you exceed the monthly limits for your primary coverage window, Teradata accommodates excess tickets by up to 5% of the threshold and responds by severity. If tickets exceed the monthly limit more than two consecutive months, Teradata may suggest you use a different level of support.
|Primary Coverage Window for Database Administration and Operations
(Hours in PT / MT / CT / ET)
Monday – Sunday (All hours)
Monday – Friday (9 a.m. – 11 p.m.)
Monday – Friday (9 a.m. – 9 p.m.)
Monday – Friday (9 a.m. – 5 p.m.)