Premier Cloud Support | Teradata Vantage | Cloud Service Description - 3.2 - Premier Cloud Support (Included) - Teradata Vantage on AWS

Teradata Vantage™ 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

Teradata Premier Cloud Support provides integrated maintenance and support services for all Vantage subscriptions, including flexible coverage hours and response times, unlimited access to the Service Portal (https://support.teradatacloud.com) and Console (https://console.vantage.teradata.com), downloadable software, knowledge base searching, communities and forums, and other valuable features.

All Vantage subscriptions include Premier Cloud Support with the following response times by severity:

  S1 – Critical S2 – Significant S3 – Minor S4 – Low
Incidents 24 x 7 9 a.m. – 8 p.m.1
Incident Acknowledgement 2 hours 2 hours1 Next business day2
Customer Status Updates Every hour Every 6 hours1 Daily1 Weekly

1 Same business day: Monday – Friday (Customer's local time zone)

2 Next business day example: If you open an S3 or S4 incident after 8 p.m. on Friday, Teradata staff will respond after 9 a.m. on Monday.