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 cases on a 24x7 basis.
| S1 – Critical | S2 – Significant | S3 – Minor | S4 – Low | |
|---|---|---|---|---|
| Cloud Operations | 24 x 7 | 9 a.m. – 8 p.m.1 | ||
| Case 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 case after 8 p.m. on Friday, Teradata staff will respond after 9 a.m. on Monday. |
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