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

Teradata Vantage™ Cloud Service Description: AWS

Teradata Vantage on AWS
February 2021
Cloud Service Description
You can submit support tickets through the Service Portal or Console – available 24 hours a day, 7 days a week, 365 days a year:

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)

Monthly Limits
Tickets Change Requests
24-Hour Shift

Monday – Sunday (All hours)

315 40
16-Hour Shift

Monday – Friday (9 a.m. – 11 p.m.)

130 20
12-Hour Shift

Monday – Friday (9 a.m. – 9 p.m.)

95 15
8-Hour Shift

Monday – Friday (9 a.m. – 5 p.m.)

65 10