Priority Service | Teradata Vantage on AWS - 2.2 - Priority Service - 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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Priority Service is an optional service offered by Teradata for an additional fee. Priority Service provides quicker response times than Premier Service for both S1 and S2 incidents on a 24x7 basis.

  S1 – Critical S2 – Significant S3 – Minor S4 – Low
Cloud Operations 24 x 7 9 a.m. – 8 p.m.1
Incident Acknowledgement 30 minutes 2 hours Next business day2
Customer Status Updates Every hour Every 6 hours Daily1 Weekly

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

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