alternate text required

FAQ for Teradata Managed Cloud (Germany)

 

General Questions

1. What is Teradata’s Managed Cloud offer in Europe?

Teradata Managed Cloud (Germany) is a cloud-based packaged service comprised of Teradata Database 15.10 and respective platform, tools, and utilities delivered out of a data centre in Frankfurt, Germany. The service is scalable and fully-managed end-to-end by Teradata including infrastructure management, backup and restore, monitoring, support, maintenance, connectivity and security.

2. Where are the Teradata Managed Cloud services available?

In addition to pre-existing services delivered from data centres in the United States, Teradata Managed Cloud (Germany) can be consumed from anywhere, subject to data protection laws and regulations.

3. Is the entire Teradata Unified Data Architecture (UDA) available in the Teradata Managed Cloud (Germany)?

The Teradata Managed Cloud (Germany) will initially only support Teradata Database and not Aster Analytics or Hadoop. The Teradata UDA will not be available at launch as it is not part of the MVP (Minimum Viable Product).

4. What capabilities come with Teradata Managed Cloud (Germany)?

Teradata Managed Cloud (Germany) offers a flat rate subscription model with all the management included; no assembly or install is required, thus no concerns about provisioning data centre space.

5. What are the units of measurement for Teradata Managed Cloud (Germany) resources?

The units of measure is a Cloud Compute Unit or CCU.

6. What is a CCU?

  • CCU stands for Cloud Compute Unit and is a measure of CPU, Memory, and Storage.
  • Based on benchmarking, two CCUs perform about the same as a single 2800 appliance node.
  • Included in the CCU price is a managed daily backup service, system patching and upgrades, as well as all monitoring and maintenance of the customer’s environment.

7. What is the min/max number of units / resources customers can purchase in Teradata Managed Cloud (Germany)?

  • Minimum purchase is 4 CCUs.
  • Orders over 8 CCUs are considered non-standard and do not follow the standard provisioning times.

8. What is the CDS (Customer Disk Space)?

The minimum CCU configuration of 4 CCUs allows 22TB of Customer Data Space.

9. How can customers order/provision resources in the Teradata Managed Cloud (Germany)?

Customers should contact their Teradata Account Executive or Solution Architect for contracting, ordering and provisioning of cloud services.

10. How quickly will a customer’s resources be provisioned from the time of order in Teradata Managed Cloud (Germany)?

The estimated provisioning time for new resources is 24 to 48 hours.

11. What other systems are provided during provisioning of Teradata Managed Cloud (Germany)?

The following items are included in each environment:

Teradata Tools and Utilities: Customers will be able to interact with the environment by using the following Teradata standard tools and utilities:

 Data Access Data Management Load / Unload
ODBC, JDBC, OLE DB drivers Teradata Viewpoint Teradata Parallel Transporter
.Net Data Provider Teradata Management Portlets TPT Load, Update, Export
Teradata CLIv2 Teradata Administrator TPT Stream (enhanced)
Teradata Plug-in for Eclipse Teradata Visual Explain Legacy Stand-alone tools
BTEQ Teradata Index Wizard FastLoad
Teradata Studio Teradata System Emulation Tool MultiLoad

 

Foundation Load Server with 23TB of staging space is provisioned for each environment. The load server has Secure File Transfer Protocol (SFTP) service running, allowing a direct upload of data files. This Load Server provides user-level SSH access but root access is not provided. For larger initial loads, we recommend that customers make arrangements to use an External Storage device.

Teradata Utility Server: Customers are provided remote desktop access to a Windows server pre-configured with all Teradata Tools and Utilities for Data Access, Database Management and Load / Unload access. One Utility Server can be used to access multiple Cloud Platforms.

Teradata Viewpoint Server: Customers are provided remote desktop access to a server pre-configured with the most current version of Viewpoint software for management of database resources including predefined views. One Viewpoint server can be used to access multiple cloud platforms.

12. Will Teradata Managed Cloud (Germany) support Production, DR, and Test/Dev. use cases?

Yes, the service supports Production, Test/Development, Quality Assurance, Sandboxes, Data Marts, and Disaster Recovery use cases.

13. What database releases are supported in the Teradata Managed Cloud (Germany)?

The service supports Teradata Database 15.10.

14. Can customers select the software release version of Teradata Database in the Teradata Managed Cloud (Germany)?

No, currently this is not possible.

15. Is Teradata QueryGrid a supported feature in Teradata Managed Cloud (Germany)?

No, QueryGrid is currently not an available feature.

16. Is Teradata Columnar a supported feature in Teradata Managed Cloud (Germany)?

Yes, Columnar is available as a Foundation feature.

17. Is Teradata Temporal a supported feature in Teradata Managed Cloud (Germany)?

Yes, Temporal is available as an Enhanced feature.

18. Is Teradata Data Lab a supported feature in Teradata Managed Cloud (Germany)?

 Yes, Data Lab is available as an Enhanced feature.

19. Is Aster Analytics available in Teradata Managed Cloud (Germany)?

No, Aster is currently not supported. For solutions that require Aster in the cloud, please contact your Account Executive.

20. Is Hadoop available in Teradata Managed Cloud (Germany)?

No, Hadoop is currently not supported. For solutions that require Hadoop in the cloud, please contact your Account Executive.

21. Will customer data be moved cross border in the Teradata Managed Cloud (Germany)?

No, customer data will reside in our German data centre in Frankfurt.

22. Can customers install their own or 3rd party applications in the Teradata Managed Cloud (Germany)?

No, customers will not be able to install 3rd party applications.

23. How will customers connect their BI/DI tools to the Teradata Managed Cloud (Germany)?

Customers can connect their BI/DI tools via IPsec VPN and/or dedicated circuits.

24. What integration is possible between Teradata Managed Cloud (Germany) and solutions running on 3rd party public clouds such as Amazon Web Services?

Customers can connect from AWS Direct Connect, however the connection must be setup and managed by the customer.

25. How does Teradata Managed Cloud (Germany) compare to Teradata’s on-premises products?

Teradata Managed Cloud (Germany) leverages the same database software as on-premises deployments with the added benefit of being managed by the Teradata Cloud Operations team.

26. How does Teradata Managed Cloud (Germany) compare to Teradata’s solutions on 3rd party public clouds such as AWS, Microsoft Azure, and Google GCE?

The Teradata Managed Cloud (Germany) is a purpose-built cloud solution specifically designed and deployed to manage the Teradata Database. Customers’ data sits on dedicated bare metal servers as opposed to virtual/multi-tenant environments such as public clouds.

Additionally, the Teradata Managed Cloud (Germany) is just that, managed. The system is secured, monitored, patched, maintained, upgraded, and backed up for our customers.

27. How can customers migrate from on-premises or other cloud solutions to the Teradata Managed Cloud (Germany)?

Customers can perform the migration by themselves or leverage the Teradata Professional Services team which can provide a range of Production and Advisory Services to facilitate the transition.

28. What other Professional Services are available for Teradata Managed Cloud (Germany)?

Customers should contact their Account Executive for more information on available Professional Services.

29. What will performance be like in the Teradata Managed Cloud (Germany)?

Each CCU will perform, based on benchmarking, similar to half of a 2800 appliance node.

30. Is Teradata Managed Cloud (Germany) the same as Teradata Managed Cloud in the United States?

In essence the service offering is the same but the packaging is different. In Europe we currently offer a base package of 4 CCUs whereas in the United States the base package is 1 CCU.

31. Can customers outside of Europe consume services from the Teradata Managed Cloud (Germany)?

Although targeted to European customers and prospects, the service can indeed be used by anyone subject to data sovereignty and data protection laws and regulations.

32. Can a customer request customizations to the Teradata Managed Cloud (Germany) service?

No, the service is a standard offer and cannot be customized.

33. How do customers request a change to their Teradata Managed Cloud (Germany) environment?

Customers can use the Teradata Managed Cloud (Germany) portal to request any changes to their cloud environment. The nature of those requested changes will dictate the steps or actions needed by Teradata and the customer to manifest said changes.

Please note that major upgrades require a lead time of 3-4 weeks.

34. What is the remediation for not meeting any availability SLAs in the Teradata Managed Cloud (Germany)?

Teradata Managed Cloud (Germany) warrants the availability SLA under the terms of the Teradata Managed Cloud Customer Agreement. Claims under this warranty must be made in a writing detailing the nature of the breach within 30 days of breach. Teradata shall have 30 days to cure the breach by repairing or replacing the Teradata Managed Cloud (Germany) as applicable. If repair or replacement of Teradata Managed Cloud (Germany) is not possible within such period, Customer may terminate the license to the defective Teradata Managed Cloud (Germany) by providing written notice of termination to Teradata. Customer shall then be entitled to receive a refund of the prepaid fees for the Teradata Managed Cloud (Germany) pro-rated as of the date Customer provided notice of the breach.

35. What is the remediation if Teradata does not meet the response times for the Teradata Managed Cloud (Germany)?

See terms of customer agreement.

 

Data Connectivity and Loading

36. What connectivity options are there for Teradata Managed Cloud (Germany)?

The default method of connectivity is site-to-site VPN from the customer’s data centre. This access method uses IPsec communication to keep data transmissions secure and provides network access – through the Internet – with bandwidth of up to 100Mbps. If a larger and dedicated network port is required, we can provide an enhanced option called Teradata Dedicated Network Port which offers either a 1Gbps or 10Gbps port. With this option, you must procure the WAN dedicated circuit via your preferred telecommunications provider.

37. Is 100Mbps over VPN enough for my data movement needs?

Whether or not 100Mbps VPN access is sufficient depends on how much data you plan on moving back and forth between your data centre and Teradata Managed Cloud (Germany). Follow this link for a simple calculator to help you better understand your data transfer bandwidth needs.

Please also note that while site-to-site VPN connections over the Internet are secure, actual bandwidth will vary. If you need guaranteed bandwidth you will need to use a dedicated private circuit as described above.

38. How long will it take to load data into the Teradata Managed Cloud (Germany)?

Data load times will depend on several factors and will vary depending on these factors:

  • Data volume
  • Circuit Size
  • Latency
  • Object count

39. What is needed to set up a site-to-site VPN?

A Teradata Managed Cloud (Germany) site-to-site VPN form must be submitted before a VPN tunnel can be established. This form will be given to you by our Cloud Operations team upon order placement. A global public IP is required for routing return traffic on the site-to-site VPN.

40. What is needed to set up other forms of connectivity?

  • If customers choose to procure a dedicated circuit, they will need to contract for the circuit with their telco carrier of choice;
  • The customer will also need to pay the cross connect/port fee from Teradata to connect into the cloud environment

41. Is mainframe connectivity supported in Teradata Managed Cloud (Germany)?

No, mainframe connectivity is currently not an available feature.

42. Will customers be provided a load server for loading their data to the Teradata Managed Cloud (Germany)?

Yes, a load server with 23TB of staging space will be provisioned with the environment. This server can be used for loading when data volumes are smaller than 23TB per batch.

43. Will customers be able to load custom scripts on the Load Server?

Yes.

44. How do customers load data into the Teradata Managed Cloud (Germany)?

The load servers support SFTP to move data files into the cloud. All necessary load/unload utilities are provided on the load server.

Data loads into CCUs are accomplished in the following ways:

  • Teradata Parallel Transporter – (recommended)
    • Load Operator to insert data into empty tables (fastest)
    • Update Operator to insert/update data into populated tables
    • Stream Operator to insert data into tables concurrently (enhanced option)
    • Inserter Operator to insert BLOB data
  • Legacy stand-alone tools – (for support of legacy scripts)
    • FastLoad
    • FastExport
    • MultiLoad
    • TPump (enhanced option)

45. Can Data Mover be used to move data to the Teradata Managed Cloud (Germany)?

Data Mover can be used to move data, providing the Teradata Managed Cloud (Germany) environment is the target, e.g., if the customer already has Data Mover running on-premises and wants to transfer data to the Teradata Managed Cloud (Germany) environment.

46. What’s the best way to load large files to the Teradata Managed Cloud (Germany)? 

Portable storage devices can be used to transfer large amounts of data into Teradata Managed Cloud (Germany). Please review the Teradata Managed Cloud Import/Export document available on our cloud service desk for further details. Teradata Parallel Transporter can load data files in delimited or fixed width formats.

Another option is a dedicated network circuit for initiating a connection from your data centre to Teradata Managed Cloud (Germany). Optional 1Gbps or 10Gbps Dedicated Network Ports are available for data transfer.

47. What are the charges for data loading to the Teradata Managed Cloud (Germany)?

There is no charge for data loads into Teradata Managed Cloud (Germany).

48. Does Teradata Managed Cloud (Germany) do any data compression?

Yes, up to 5:1 block level compression.

49. Does Teradata Managed Cloud (Germany) support Amazon Snowball and other NAS devices?

No, the service does not support Amazon Snowball or other NAS devices.

50. How do customers connect from Teradata Managed Cloud (Germany) to other Cloud Service Providers (CSPs)?

Connecting to other CSPs will vary depending on the connectivity options the CSP offers and the availability of those options to terminate in the Teradata Managed Cloud (Germany) data centre.

51. How do customers access their Teradata Managed Cloud (Germany) systems?

Upon provisioning a Teradata Managed Cloud (Germany) system, instructions will be provided on how to access your cloud environment. As a customer, you will get a list of IP addresses to your database systems, load server, Viewpoint server, and utilities server along with instructions on how to access each one. The load, Viewpoint, and utility servers will be preconfigured to access your database system(s) from within Teradata Managed Cloud.

External IP addresses will be provided to access database systems directly from servers or desktops within your own network, and you can download Teradata Tools & Utilities

Database access to Teradata is available through any of the following drivers and utilities:

  • ODBC, JDBC, OLE DB Drivers
  • .Net Data Provider
  • Teradata CLIv2
  • Teradata Plug-in for Eclipse
  • BTEQ – command line query tool

52. How is the customer data protected during the loading process?

Teradata Cloud Operations has no direct access to customer data. Teradata Managed Cloud (Germany) customers can securely transmit and load their data over MPLS or IPsec tunnel.

 

Data Security / Compliance

53. Who has access to customer’s data?

Only customers and those who the customer authorizes to access their data have access to the customer data. The Teradata Cloud Operations team or any Teradata employees have no unauthorized access to any customer’s data.

54. How does Teradata Managed Cloud (Germany) handle security?

The service has been designed to meet or exceed ISO 27001:2013, SOC 2 Type 2, and PCI DSS requirements. The service protects the confidentiality, integrity, and availability of customer information in accordance with these standards, industry best practices, and applicable laws.

Teradata Managed Cloud (Germany) security controls include:

  • Complete customer isolation
  • 24x7 security monitoring (SIEM)
  • Encryption of customer data in transit and data at rest
  • Role-based security
  • Multi-factor authentication
  • Independent penetration testing
  • Vulnerability management and patching
  • Rigorous SDLC, operational change management and physical controls
  • Contingency planning

55. What region-specific Security Certifications does Teradata Managed Cloud (Germany) possess?

Teradata Managed Cloud (Germany) has in place security policies and procedures to meet or exceed ISO 27001:2013, SOC 2 Type 2, and PCI DSS standards, and is working to achieve 3rd party validation of these security controls.

56. What exactly is certified in the Teradata Managed Cloud (Germany) environment?

The hosting provider for Teradata Managed Cloud (Germany) is ISO 27001:2013 certified, PCI DSS compliant and can provide a SOC 2 report. In addition, Teradata’s data centre provider can provide SOC 1 reports.

57. What authentication methods are available in the Teradata Managed Cloud (Germany)?

Teradata Managed Cloud (Germany) systems are LDAP ready. By default, systems will use a native database authentication method. Any DB authentication changes will be handled by our Standard Change Control Process.

For Teradata database systems, users DBC (superuser), SYSDBA (database management), and SECADM (security administration) are provided with TD2 authentication and default passwords. It is important to change passwords for these users as soon as you can access the system. User SYSBACK is created on all Teradata systems and its password is secured by Teradata Managed Cloud (Germany). The SYSBACK user’s password should not be changed because it is used to execute daily backup operations on the system.

58. Does Teradata Managed Cloud (Germany) support Single Sign On (SSO)?

SSO is not commercially available today but Teradata Managed Cloud (Germany) environments are LDAP ready. Alternatively, customers may choose to use database authentication or use the Teradata Cloud Active Directory to authenticate database sessions.

59. Will customer data be moved across geopolitical borders?

No, Teradata Managed Cloud (Germany) will not transfer data between countries.

Teradata Managed Cloud (Germany) customers are responsible for all locations from which they connect to the Teradata Managed Cloud (Germany) as well as all movement of data into or out of the Teradata Managed Cloud (Germany).

60. How will Teradata support customer EU privacy and audit requirements?

Teradata implements technical and organizational security measures to ensure compliance with EU privacy requirements. In support of Teradata Managed Cloud (Germany) customers’ audit requirements, Teradata Cloud Operations will regularly audit the security of its internal computing environment and its providers as well as the physical facilities from which Teradata Managed Cloud (Germany) provides its managed services. On request, Teradata Cloud Operations will provide audit reports to its customers including its data centre SOC 2 reports and ISO 27001:2013 certifications and Statement of Applicability from its providers.

61. As a Teradata Managed Cloud (Germany) customer, what are the main security controls I would be responsible for?

Teradata Managed Cloud (Germany) is a Platform as a Service (PaaS) managed service allowing customers to bring their data and perform analytics leveraging a range of Teradata databases and tools provisioned and maintained by Teradata Cloud Operations in accordance with numerous security standards and requirements (PCI DSS, ISO 27001:2013, SOC 2).

Teradata Managed Cloud (Germany) provides a secured environment including physical security and data centres, network, data storage, compute (processing and memory), hypervisor, operating system, Teradata databases, applications, tools, utilities and APIs.

Once a Teradata Managed Cloud (Germany) environment is provisioned by Teradata Cloud Operations, customers have database administration privileges allowing fine tuning of the database security policy in alignment with each customer security requirement.

The following table provides a high level breakdown of security responsibilities by Teradata Cloud Layer.

Teradata Managed Cloud (Germany) Layer Teradata Security Responsibility Customer Security Responsibility
Data X X
Teradata Interfaces (REST APIs, GUIs) X X
Teradata Applications, Tools and Utilities X X
Teradata Database X X
Operating Systems X  
Hypervisor - Virtual Machines, Virtual network infrastructure X  
Processing and Memory X  
Data Storage (hard drives, removable disks, backups, etc.) X  
Network (interfaces and devices, communications infrastructure) X  
Physical facilities / data centres X  

 

Service Level Agreement

62. Does Teradata Managed Cloud (Germany) have an availability SLA?

Yes, the service has an Availability Service Level Agreement (SLA) of 99.9% (excluding planned downtime) measured on a monthly basis.

63. How does Teradata Managed Cloud (Germany) ensure availability?

The service operates in Tier 3+ data centres, which provide high levels of availability for power, and cooling. All components of the design are implemented with multiple layers of redundancy to remove single points of failure.

64. Does Teradata Managed Cloud (Germany) have a performance SLA?

No, the service does not have a performance SLA due to high inter-dependence on the customer usage of the service.

65. How does Teradata ensure the Availability SLA is achieved?

In addition to being designed and built to meet the Availability SLA, Teradata Cloud Operations monitors the environment 24x7. Any customer reported outages with the system are treated as Priority 1 incidents.

66. Are there any specific SLAs that apply to the Teradata Managed Cloud (Germany) which are different than what applies to the Terada Managed Cloud in the United States?

No, Teradata Managed Cloud service adheres to the same availability SLAs in all regions.

 

Elasticity / Scalability

67. Can customers scale the Teradata Managed Cloud (Germany) up or down on demand?

Customer systems can be scaled up or down in 4 CCU increments by placing an order with their Solution Architect.

68. How do customers request to scale up or down their Teradata Managed Cloud (Germany) environment?

Customers request to scale their systems up by placing an order for additional CCUs. Customers can request to scale down their systems at the end of term of their current order by placing a new order for a smaller system.

69. How long will it take to scale a Teradata Managed Cloud (Germany) system up or down?

Depending on size and complexity of customer data, this process can take between 24-72 hours.

70. Will customers have access to their system during scaling?

Customers will have read access to their system for the majority of the scaling process. There will be a brief period of downtime while the system is transitioned to the resized system.

71. What is the impact to performance during the scaling process?

The system will be read-only during the scaling process. There will be no additional performance impact to the system during the scaling process.

72. What is the impact to customer’s SLA during the scaling process?

System scaling falls under planned downtime, which is excluded from the Availability SLA.

 

Backups

73. Does the Teradata Managed Cloud (Germany) offer backups?

Yes.

74. How often is data backed up in Teradata Managed Cloud (Germany)?

The Teradata Database is backed up daily.

75. Can customers request a different backup frequency, e.g. weekly?

Yes. The available options available are: Daily (default), Weekly, Monthly, or No Backup. Please note that whatever the options, there are no changes on the monthly fee, even if the customer prefers No Backup.

76. How long are backups retained?

Each Teradata Database backup copy is retained for 2 days, or whatever 2 cycles corresponds to depending on the preferred backup frequency (e.g., last 2 weekly copies or last 2 monthly copies).

77. Can customers purchase Teradata Managed Cloud (Germany) without backups?

Yes.

78. Can customers set how long backups are retained in Teradata Managed Cloud (Germany)?

No.

79. Can customers pay for longer retention periods in Teradata Managed Cloud (Germany)?

No.

80. Are backups encrypted in the Teradata Managed Cloud (Germany)?

Yes, backups are encrypted.

81. Can Data Stream Utility (DSU) be used for backups in Teradata Managed Cloud (Germany)?

No, DSU is not part of the MVP and not included in our Backup solution.

82. Are backups automatically configured in Teradata Managed Cloud (Germany)?

Yes, backups are automatically configured on Teradata Database systems.

83. What is the data restore process for the Teradata Managed Cloud (Germany)?

Customers will place a request for restore (either at the table, database, or full system level) via the Teradata Cloud Service Portal.

84. How long does it take to do backups in the Teradata Managed Cloud (Germany)?

The length of time to back up a customer’s data is dependent on the volume and structure of the customer data.

85. How long does it take to restore backups in the Teradata Managed Cloud (Germany)?

The length of time to restore a customer’s data is dependent on the volume and structure of the customer data.

86. Can customers set up their own backup in the Teradata Managed Cloud (Germany)?

No, customer-managed backups are not supported at this time.

87. Can customers set up their own backup destination from the Teradata Managed Cloud (Germany) (e.g., AWS, Azure, private…)?

Customers can copy their data out of the Teradata Managed Cloud (Germany), but do not have the ability to change the destination of the standard backup service.

88. Are backups kept in geographically-diverse locations in the Teradata Managed Cloud (Germany)?

Backups are not replicated to geographically-diverse locations. Backups are stored in the data centre that was selected by the customer during the ordering process.

89. Do backups cross country borders in the Teradata Managed Cloud (Germany)?

No, backups are not replicated across country borders.

 

Disaster Recovery

90. What is the Teradata Cloud Disaster Recovery plan to assure availability for Teradata Managed Cloud (Germany)?

At launch, the service will not have a full Business Continuity Plan and Disaster Recovery Plan for Teradata Managed Cloud Service. Teradata has plans to implement a Disaster Recovery Plan based on customer demand.

91. What are the RPOs and RTOs (Recovery Point and Time Objectives) for the Teradata Managed Cloud (Germany)?

The service does not offer an RPO or RTO; these are the responsibility of the customer.

92. Can Customers leverage Teradata Managed Cloud (Germany) for Disaster Recovery of their on-premises systems?

Yes.

93. What tools can be used and are supported for data replication?

Teradata Managed Cloud (Germany) service is currently delivered from a single data centre, in Frankfurt, Germany. If replicating data from an on-premises environment to the Managed Cloud, any of the Teradata Load Utilities can be used (e.g., FastLoad, MultiLoad, TPT, etc.). Data Mover can also be used only when designating the Managed Cloud as the target environment and the Data Mover server(s) remain on customer premises. Other on-premises ETL tools could also target Teradata Managed Cloud (Germany).

 

Maintenance

94. Who performs hardware/software maintenance on the Teradata Managed Cloud (Germany) systems?

The Teradata Cloud Operations team will oversee all hardware and software maintenance which will be performed by Teradata Customer Support, our Cloud Hosting Provider, or by the Teradata Cloud Operations team.

95. During software maintenance, will customers’ Teradata systems be available in the Teradata Managed Cloud (Germany)?

No, systems will not be available during the monthly planned 6-hour maintenance window.

96. During hardware maintenance, will customers’ Teradata system be available in the Teradata Managed Cloud (Germany)?

No, systems will not be available during the 6-hour monthly planned maintenance window.

97. How much lead time will customers be given in advance of maintenance for the Teradata Managed Cloud (Germany)?

The Monthly Maintenance Schedule is posted in the Service Portal. Customers also receive a notification of planned maintenance 1 week in advance.

98. How will the Availability SLA be affected by maintenance of the Teradata Managed Cloud (Germany)?

The Availability SLA excludes planned maintenance windows.

 

Monitoring

99. How can customers monitor the availability and performance of their Teradata Managed Cloud (Germany) system?

A Viewpoint server is provisioned as part of the environment. Teradata Viewpoint is your single operational view for monitoring and managing your cloud based Teradata database systems.

100. Is Teradata Active System Management (TASM) supported in Teradata Managed Cloud (Germany)?

No, TASM is not a supported feature.

101. What does Teradata Managed Cloud (Germany) monitor for the customer?

The Cloud Operations Team monitors platform availability, backup jobs, and security.

102. Under what circumstances will the Teradata Cloud Operations team contact customers?

Teradata Cloud Operations will contact customers through the Service Portal for any incidents and Change Requests that impact their service. The Service Portal will send automatic emails to the customer contacts when updates are made to the requests.

103. What are the escalation procedures for breach of monitoring thresholds in the Teradata Managed Cloud (Germany)?

Customers can initiate escalations through the Teradata Cloud Service Portal. Customers should contact the Teradata Cloud Help Desk for any escalations.

 

Support

104. In what languages are support services offered for the Teradata Managed Cloud (Germany)?

English.

105. Does the Teradata Managed Cloud (Germany) team have visibility into customer data?

No.

106. Does the Teradata Managed Cloud (Germany) team provide DBA services?

No. DBA services are typically the responsibility of the customer. Please note, however, that customers are welcome to engage Teradata Managed Services to perform DBA and other value-add services.

107. What are the Teradata Managed Cloud (Germany) Support hours and response times?

24x7x365

108. What is the escalation process for customers in the Teradata Managed Cloud (Germany)?

Customers can initiate escalations through the Teradata Cloud Service Portal.

109. How do customers request support for their Teradata Managed Cloud (Germany) systems?

Up to five (5) customer users will be provided with access to the Teradata Cloud Support Portal for submitting requests for information and tracking incidents and changes.

110. How many database versions back will the Teradata Managed Cloud (Germany) support? 

Teradata Database 15.10 is supported.

111. How does the Teradata Cloud Operations staff access customer systems?

The Teradata Cloud Operations staff uses 2-factor authentication to access the Cloud environment.

112. How will the Availability Service Level be reported to customers for the Teradata Managed Cloud (Germany)?

The Availability Service Level is not reported to customers.

113. How will Monthly Maintenance events be communicated to customers for the Teradata Managed Cloud (Germany)?

The maintenance schedule is posted on the Cloud Service Portal for Customers to view at any time. Customers will also receive a notification 1 week prior to the Planned Monthly Maintenance Event. This is issued from the Service Portal and updates are made throughout the event until closure.

114. What is the Incident Management process for Teradata Managed Cloud (Germany)?

The Teradata Cloud Incident Management process is designed to restore service to normal operations to minimize impact to your business. Incident categorization will follow our Service Level Agreement and tracked in the Teradata Cloud Service Portal Customers will have access to the Service Portal to open requests and provide feedback / responses to Teradata Operations staff. All escalations should be called into the Teradata Cloud Service Portal.

115. What is the Change/Request Management process for Teradata Managed Cloud (Germany)?

All customer and operational created requests will be reported / tracked in the Teradata Cloud Service Portal. Customer requested changes will follow their approval process and then coordinated with Cloud Operational staff for implementation. Changes requested by Teradata Cloud Operations will be approved by the Teradata Cloud Change Review Board and then coordinated with the customer prior to implementation. The exception is the Monthly Maintenance Activity that is pre-scheduled in advance.

 

Pricing

116. How is the Teradata Managed Cloud (Germany) priced?

Teradata:
The service is priced per Cloud Compute Unit (CCU). Cloud Compute Units will be sold in 1-year and 3-year terms. The minimum configuration of the Teradata Managed Cloud (Germany) is four (4) CCUs and it can be expanded in increments of 4 CCUs. The price includes daily backups with 2-day retention, maintenance, and support.

Aster:
Aster is currently not available.

Hadoop:
Hadoop is currently not available.

117. Where can the Teradata Managed Cloud (Germany) pricing be found?

Pricing in USD can be found at http://www.teradata.com/products-and-services/cloud-pricing-germany/

118. Are there free trials of the Teradata Managed Cloud (Germany) available?

Teradata does not offer free trials for the service. We do, however, offer a Proof of Concept (POC) conducted in coordination with your local account team. This POC will allow customers to evaluate the Teradata Managed Cloud (Germany) with their data for a limited amount of time prior to making a purchasing decision.

119. What is the POC process for the Teradata Managed Cloud (Germany)?

Customers can request a POC through their account teams who will make a formal request for approval with their management. This POC will allow customers to evaluate the service with their data for a limited amount of time prior to making a purchasing decision.

120. What capabilities exist for customers to monitor / reduce their costs in the Teradata Managed Cloud (Germany)?

Each system includes a Viewpoint instance. There is currently no ability to enable a customer to reduce their cloud costs automatically.

121. What discounts are there available for Teradata Managed Cloud (Germany)?

The Teradata Cloud Discount Schedule is available and posted on http://www.teradata.com/products-and-services/cloud-pricing-germany/

 Teradata Cloud Discount* Schedule
Cloud Annual Volume $0-250K  $250K - $1M $1M - $2.5M $2.5M+
Cloud Discount 0.0% 2.5% 5.0% 7.5%
 

122. Why is pricing for Teradata Managed Cloud (Germany) different from that for Teradata Managed Cloud in the United States?

Teradata Managed Cloud (Germany) pricing is different from that for Teradata Managed Cloud in the United States because of regional operational expense differences.

123. When is billing activated?

Fees for the service are invoiced and payment is due within thirty (30) days following customers’ receipt of invoice, which may be provided by Teradata upon Service Availability or renewal.

124. How often are customers billed?

The billing frequency is Annual by default, yet if requested Quarterly or Monthly billing is available. A percentage uplift will be applied for Quarterly and Monthly billing as additional administrative activities are required.

 

Onboarding

125. What is the onboarding process for the Teradata Managed Cloud (Germany)?

During the cloud sales process, Teradata Managed Cloud (Germany) staff will be engaged to provide documentation that will be used to facilitate the customer setup and connectivity of their environment. The onboarding process includes the initial entry of the customer in the Service Portal, network connectivity, and customer environment handoff.

Once the environment is handed to the customer, the customer can then move their data into the environment.

126. How long will onboarding take for the Teradata Managed Cloud (Germany)?

Customer systems will be provisioned within 1-2 business days, with the exception of customer network connectivity which will vary depending on the customer’s selected option for connectivity and availability to work with the Teradata Cloud Operations team to set it up.