| Severity | Impact | Urgency | Definition |
|---|---|---|---|
| 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 you submit an S1 case, you must agree to allow Teradata to contact appropriate escalation personnel. If the appropriate personnel are not available, Teradata changes the case from S1 to S2 and responds accordingly.
|
| 2 | Significant | High | Production system is up and operational, but the case has severe, ongoing, daily impact to operations; a non-mission critical system is down and requires expedited engagement and urgent resolution. |
| 3 | Critical | Medium | Case has medium impact to operations; resolution efforts can occur over the next several days. |
| Low | |||
| Significant | Medium | ||
| Minor | High | ||
| 4 | Significant | Low | Case has low or no impact to operations; resolution efforts can occur over the next several weeks. |
For information on case response times, see the table in Premier Cloud Support.