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

Teradata Vantage™ on Azure Getting Started Guide

Product
Teradata Vantage on Azure
Release Number
2.3
Release Date
July 2021
Content Type
Configuration
Implementation
Installation
Publication ID
B700-4016-071K
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), 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.