Premier Cloud Support | Teradata Vantage on AWS - 2.3 - Premier Cloud Support - Teradata Vantage on AWS

Teradata Vantage™ on AWS Getting Started Guide

Teradata Vantage on AWS
Release Number
Release Date
July 2021
Content Type
Publication ID
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 ( and Service Portal (, 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
Cases (previously Incidents) 24 x 7 9 a.m. – 8 p.m.1
Case 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 case after 8 p.m. on Friday, Teradata staff will respond after 9 a.m. on Monday.

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