Premier Cloud Support | Teradata Vantage on AWS - 2.2 - Premier Cloud Support - Teradata Vantage on AWS

Teradata Vantage™ on AWS Getting Started Guide

Product
Teradata Vantage on AWS
Release Number
2.2
Published
May 2021
Language
English (United States)
Last Update
2021-05-07
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All Teradata Vantage subscriptions include Premier Cloud Support. It provides integrated maintenance and support services, including flexible coverage hours and response times, unlimited access to the Console (https://console.vantage.teradata.com) and Service Portal (https://support.teradatacloud.com), knowledge base searching, communities and forums, and other valuable features.

Premier Cloud Support includes 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 a customer opens an S3 or S4 incident after 8 p.m. on Friday, Teradata staff will respond after 9 a.m. on Monday.

  • Critical S1 incidents are for production servers only. Offline development systems are rated as S2 incidents.
  • Local language support is not provided for Vantage as-a-service subscriptions.
  • All support is in English only.