Premier Cloud Support | Teradata Vantage | Cloud Service Description - 3.2 - Premier Cloud Support (Included) - Teradata Vantage on AWS

Teradata Vantage™ Cloud Service Description Consumption for Vantage on AWS

Teradata Vantage on AWS
September 2020
Cloud Service Description

Teradata Premier Cloud Support provides integrated maintenance and support services for all Vantage subscriptions, including flexible coverage hours and response times, unlimited access to the Service Portal ( and Console (, downloadable software, knowledge base searching, communities and forums, and other valuable features.

All Vantage subscriptions include Premier Cloud Support with 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 you open an S3 or S4 incident after 8 p.m. on Friday, Teradata staff will respond after 9 a.m. on Monday.