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. |
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Critical S1 incidents are for production servers only. Offline development systems are rated as S2 incidents.