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Premier Cloud Support

Hours of Coverage

Severity 1 = 24 x 7
Severity 2, 3, 4 = 9x5

Response Time

Severity 1, 2 = 2 Hours
Severity 3, 4 = Next Business Day

What to Do If You Are Experiencing a Problem

Step 1: Verify status of hardware via the Amazon Health Dashboard for your location/Server.

Step 2: Visit our Forum pages (Teradata Database or Aster Analytics) to see if your issue and its resolution are already identified.

Step 3: If not, log in to Teradata at Your Service (TaYS) and check the Knowledge Repositories to see if your issue and its resolution are already identified.

Step 4: If the solution is not found, you may request service (provided in English language only) by creating an incident via TaYS (see FAQ for instructions). Teradata allows you to determine the severity of the incident according to the following guidelines and restrictions; all incidents, regardless of severity, must be created via TaYS. Note: Incidents with severities not aligned with the guidelines may be modified by Teradata.

Before requesting service please have the following ready:

  • Is the problem reproducible?
  • Error message (if any) to be reported
  • Software changes made in the past 10 days
  • Server Management in place and available remote connectivity – ServiceConnect (advocated) or SSH
  • If Severity 1, someone must be available to assist if needed
  • If Severity 1, please be prepared to give Teradata access to the system upon request

Severity Levels

Severity 1: Mission-critical production system is down, corrupted, or so severely degraded that it is unusable and requires immediate attention to return system to service. NOTE: if you assign this severity you must give Teradata immediate access to the system or Teradata will reclassify as Severity 3. All incidents must be created via Teradata at Your Service.

Severity 2: System is up and operational, but problem has a severe, on-going daily impact to business which requires immediate engagement and expedited resolution efforts. NOTE: if you assign this severity you must give Teradata immediate access to the system or Teradata will reclassify as Severity 3.

Severity 3: Problem has a medium impact to business; resolution efforts can occur over the next several days.

Severity 4: Problem has low impact to operations; near-term resolution is not required; additional research, information, or clarification on documentation is needed to address a question.

Maintenance Recommendations for Fewer Problems

Teradata customers who routinely complete the following activities experience fewer problems, faster incident resolutions and return to service.

System

  • Server Management enabled
  • Remote Connectivity configured and Asset Baseline initiated
  • Address any performance problems (if applicable) such as workload management, query tuning, etc.
  • Promptly install software fixes and/or releases
  • Complete testing related to the software instance and/or problem resolution

Processes

  • Verify status of cloud infrastructure (system health, networking, database)
  • Access the support portal for forum and knowledge repositories including knowledge search within Teradata at Your Service to check for information, address a question, and/or find a solution to issue/problem
  • Check for new software releases via Teradata at Your Service
  • Maintain latest release of software by identifying targeted software patches and releases
  • Perform periodic backups and maintain any backup and restore processes
  • Restore data, data connections and application software promptly
  • Create and manage Incidents and Change Controls via Teradata at Your Service
  • Upload any crash dumps and execute any tools, commands or scripts as directed by Teradata to resolve

People

  • Obtain appropriate training on the operation of the software instance
  • Become familiar with, and operate the software instance according to its documentation