Teradata's high-speed VPN provides secure, safe and fast support interface.
by Amy Rukamp
As your customer base continues to grow, so too will your data warehouse and the increased expectations of your availability. Teradata both
provides and recommends Virtual Private Network (VPN), a business-to-business (B2B) high-speed, secure VPN connection for remote support now
known as ServiceLink. It improves your availability with a safeguard that is available to all Enterprise System Support (ESS) customers —
at no extra cost.
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"It [high-speed VPN] has proven to cut our incident response time greatly and given efficient access for support
personnel to troubleshoot any problems that may arise. With proactive support and software upgrades we have seen a
tremendous benefit from this service."
— Kyle Prescott, Database Administrator, Unum Group
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Teradata's new remote connectivity solution, ServiceLink, enables an optimum level of availability by providing rapid response and quick
resolution to your system incidents. Teradata consultants know the importance of timely response to availability issues within your company.
Dedicated Teradata Customer Services Resources are available to answer technical questions and guide you through the ServiceLink set-up.
Teradata's ServiceLink resolves incidents eight to ten times faster than a dial-up connection by enabling multiple service personnel the
ability to work on the same incident simultaneously; ServiceLink provides instantaneous access to system faults and configuration changes,
arming service personnel with information that is vital to solving incidents rapidly and keeping your system performing optimally. Business
Critical customers greatly reduce their risk of unplanned downtime with high-speed remote upgrades, while Base customers are able to benefit
from high-speed patch downloads. Further, for customers who have Business Critical support, Teradata's ServiceLink is necessary in order to
take advantage of all proactive support components. Read more on Teradata's proactive support.
Teradata's ServiceLink is secure, ensuring that data cannot be accessed or modified as it crosses the network through industry-standard
security transport protocols:
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Data is encrypted using Advanced Encryption Standard (AES-128 / AES-256), or Triple Data Encryption Standard (3DES) during transport
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Support traffic is encrypted using the Secure Socket Layer (SSL) protocol internally at Teradata
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Secure Socket Shell (SSH) protocol may be used at the customer site, based on requirements
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Data authentication is provided by either the SHA-1(Secure Hashing Algorithm) or MD5 (Message Digest algorithm 5) methods
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Teradata's ServiceLink is safe, not only from a data transport perspective, but from a database perspective as well. Teradata support personnel
are able to view only state and event data, not the customer or network data. This level of database access is controlled at each customer
site. For added security, customers can work with Teradata Customer Support Representatives to control access to their database.
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"We have had a B2B VPN connection with Teradata Customer Services for a few years and the experience has been
good. The data is secure between Teradata Global Support and our company, and the traffic is monitored by our
Security Architecture as well as Teradata to ensure safety of the data and network."
— Kyle Prescott, Database Administrator, Unum Group
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Furthermore, Teradata's ServiceLink solution meets or exceeds (Information Security) ISO 17799 best practices according to independent
third-party Internet Security Systems (ISS), who conducted an assessment that included Teradata's ServiceLink infrastructure, security
policies and practices.
If you are not currently taking advantage of Teradata's high-speed remote connectivity solution, ServiceLink, we invite you to visit the
Optimization and Support station in the Teradata Booth (#427) while at the PARTNERS Conference October 7-11 in Las Vegas. Teradata will have
two customers available at the booth during exhibit hall hours to answer your questions or concerns regarding Teradata's ServiceLink. T
Amy Rukamp is a Teradata customer services marketing manager with more than 10 years of product and marketing experience.
Teradata Magazine-September 2007
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