The following is the SLA for Vantage Trial.
| S1 – Critical | S2 – High | S3 – Moderate | S4 – Low | |
|---|---|---|---|---|
| Cloud Operations | 24 x 7 | 9 a.m. – 8 p.m.1 | ||
| Hardware/Software Incidents | 24 x 7 | 9 a.m. – 8 p.m.1 | ||
| Incident Acknowledgement | 2 hours | 2 hours | Next business day2 | |
| Customer Status Updates | Every hour | Every 6 hours | Daily | Weekly |
1 Same business day: Monday – Friday (United States / Pacific Time) 2 Next business day example: If you open an S3 or S4 incident after 8 p.m. on Friday, Teradata will respond after 9 a.m. on Monday. |
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