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Support Level

Teradata Enterprise System Support provides two levels of support options delivered by Teradata Customer Services to mitigate downtime by providing both system hardware and software maintenance and support and reduce downtime risk in three areas:

  • Unplanned Downtime — Effective proactive and reactive processes/tools reduce outages
  • Planned Downtime — More efficient scheduled outages with less risk of over-run of planned windows by leveraging change implementation processes and tools
  • Degraded Operations — Identification of issues before they cause full system outages

Teradata Business-Critical Level Support

This premium service level provides proactive and reactive support for customers with high availability needs. It is designed for customers who prefer hands-off maintenance and support for both hardware and software components, and utilizes the most advanced proactive tools and proven change management processes available to ensure your system receives the highest level of availability by:

  • Providing mission-critical response times
  • Utilizing proactive software to monitor system abnormalities
  • Performing regular system health checks
  • Assigning a support team for your system and developing a customized support plan
  • Managing software releases and performing critical patch reviews
  • Following tested and proven change control processes and software installation procedures

Teradata Base-Level Support

This basic level service provides reactive support for customers with non-mission-critical needs and enables your Teradata system to meet end-user availability requirements with:

  • Industry-standard coverage and response times
  • Clearly defined support processes
  • Unlimited access to T@YS for incident management
  • Troubleshooting information from TVI (Teradata Vital Infrastructure)

Teradata Database Software Web Support

This service includes software problem resolution for both the Teradata Database and Teradata Utilities based on approved SMP platforms. Using state-of-the-art knowledge management practices, Teradata Database Software Web Support can help you identify, diagnose and resolve problems. Benefits include:

  • Fast, easy incident submission via Teradata @ Your Service
  • Anytime access to the Teradata knowledge search via Teradata @ Your Service
  • 24x7 remote software support for critical incidents

Teradata Application Support

This service is designed to protect your investment in both software and data by covering all Teradata applications. Direct telephone support is available as well as 24x7 incident reporting via Teradata @ Your Service.