Premier Cloud Support | Teradata Vantage on AWS - 2.1 - Premier Cloud Support - Teradata Vantage on AWS

Teradata Vantage™ on AWS Getting Started Guide

Product
Teradata Vantage on AWS
Release Number
2.1
Release Date
November 2020
Content Type
Configuration
Implementation
Installation
Publication ID
B700-4015-090K
Language
English (United States)

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), downloadable software, 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.