Teradata Product Support Policies

Customer Responsibilities

Customers are responsible for meeting certain obligations to enable Teradata to provide service.  If the obligations listed below are not met, Teradata may do the following:

  • Charge time and materials for additional, out of scope, or on-site work
  • Reclassify the case severity
  • Not perform services

SITE PREPARATION

Customer is responsible for preparing (prior to the delivery of products to be used or serviced), maintaining, and/or updating as necessary, Customer site in accordance with the Teradata and/or third-party manufacturer specifications and for providing safe and adequate working conditions for Teradata’s maintenance personnel including clean commercial power, appropriate utility service, local telephone extensions and modems, and connectivity for Diagnostic Tools.

Remote Connectivity

Teradata requires a remote connection to Customer’s system(s) for the delivery of all services capable of being delivered remotely. Customer must agree to allow Teradata to access Customer’s system to enable a remote connection as well as the use of Teradata Support Tools (as detailed below). In addition, upon request from Teradata, Customer must provide any login and passwords that are required to access the applicable system(s) remotely. If Customer refuses installation or, at any time, not allow Teradata full utilization of a remote connection via ServiceConnect, ServiceLink, or a high- speed business-to-business virtual private network connection, then the SLAs associated Premier Support are null and void and any Optional add-on Support and services capable of being delivered remotely will not be provided- “There will be no onsite delivery of services capable of being delivered via a remote connection.”

For integrated Teradata hardware and software platforms, in the event Customer does not allow Teradata ServiceConnect, Teradata ServiceLink or a high- speed business-to-business virtual private network remote connectivity required for Premier Support, Customer will be subject to an additional fee (in addition to the annual Premier Support fee) associated with on-site service delivery. 

For Teradata Software-Only (e.g. TD_VMware or Do-It-Yourself Public Cloud), in the event Customer does not allow Teradata ServiceConnect, Teradata ServiceLink or a high- speed business-to-business virtual private network connection remote connectivity required for Premier Support, Customer will be subject to an additional fee (in addition to the annual Premier Support fee) associated with on-site service delivery.

In addition to the remote connectivity, if the Teradata Support Services Tools Suite and/or Teradata Vital Infrastructure (TVI) are not fully enabled, the full functionality of Teradata support and applicable services with the highest levels of security and automation cannot be delivered, and the Customer will be responsible for managing those services, such as . Change Control Automation, notifying Teradata of all faults and alerts within 24 hours using teradata.support.com, and providing all event log information. 

Remote Connectivity ServiceConnect™

Teradata’s standard remote connectivity solution is ServiceConnect, which is included with the Teradata Support Services Tools Suite. Customer must allow connectivity for Teradata ServiceConnect and the Support Services Tools Suite for Teradata to provide and optimally secure and automated remote support and other services solutions between Customer’s system and Teradata.  

At no additional cost, Teradata will install and connect the Teradata Support Services Tools Suite to enable the highest levels of security and automation to deliver remote support and other services on the Teradata system.

The Teradata Support Services Tools Suite includes:

  • ServiceConnect, used to enable secure connectivity and remote support and services 
  • Teradata Support Portal, support.teradata.com, used to leverage Teradata’s Customer Service Management and to enable Tickets (Case, Incident, Change Request, Service Request, Alerting and more) 
  • Teradata Support Agent (TSA), enables automation and self-service 
  • Telemetry Collection Agent (TCA), enables system telemetry gathering and analytics 
  • Monitoring software as required, enables event and alert management 
  • Secure Password Vault (SPV), enables the secure storage of credentials used to access systems 
  • Performance Data Collection and Reporting (PDCR) and Viewpoint, enables system monitoring and alerting

Customer is required to provide Teradata system access to install the Teradata Support Tools suite to include, but not limited to, the requirements below:  

  • Connectivity through ServiceConnect 
  • Teradata Viewpoint Server on a currently supported software version with available space 
  • Teradata Server Management with connectivity to support.teradata.com 

Teradata will install The Teradata Support Tools Suite will with Teradata recommended thresholds for support and other applicable services following any Customer Change Control requirements. Teradata will provide frequent updates to these tools to continuously improve the level of provided security, automation, and outcomes. 

Teradata may utilize or develop certain computer programs, data, scripts, documentation, tools, and other materials that Teradata uses to deliver Support and Services, including but not limited to, the Teradata Support Services Tools Suite.  Teradata tools are the confidential and proprietary intellectual property of Teradata, and do not constitute “Products” under the applicable agreement and are not licensed or transferred to the Customer.  

These tools may not be copied, transferred, disclosed, or used by anyone other than Teradata without Teradata's prior written consent, and no rights or licenses will be implied.  Teradata may install, update, change, and/or remove Teradata Tools at its discretion including at the end/termination of any Service Agreement.  

Teradata warrants that Teradata Tools installed will not: (i) cause Equipment or Software to fail to conform to those applicable Equipment or Software warranties as expressly stated in the Agreement; (ii) infringe on third party intellectual property rights; (iii) access Customer data.

If Teradata Tools do not conform to either or both warranties, then Teradata will either change the tools so that they conform or remove them. In all other respects, Teradata Tools are “AS-IS.” These are Teradata’s exclusive obligations, and the Customer’s exclusive rights and remedies, with respect to Teradata Tools. 

Remote Connectivity ServiceLink™ and Virtual Private Network

For some products with Software Only Support, Customer may utilize Teradata ServiceLink remote connectivity between Customer’s system and Teradata to enable remote support and other remote services.

For support and services of some products, with written Teradata approval and subject to additional fees, Customer may provide a token-free, high-speed business-to-business virtual private network connection between Customer system and Teradata. If token access is a security requirement for remote connectivity in Customer environment, Teradata will charge additional fees if required to manage the tokens for Customer. 

The use of ServiceLink or VPN remote connectivity limits the enablement and functionality of some of the tools within the Support Services Tools Suite limiting automation, security enhancements and feature capabilities that will require Customer take responsibility for coordinating support and services delivery. 

Product Moves, Adds, or Reinstatements

Moves, Adds, or Reinstatements

Customer will notify Teradata in writing at least 30 days before product is moved, added, or removed from service, or if Customer wishes to change the contracted hours of coverage. The notification must include the new location (with complete street address, city, state and zip/postal code, and new location number) and the effective date of the change. If Customer does not provide the required notice, Teradata retains the right to invoice Customer for Additional Services (as detailed below) resulting from any delays caused by such (including, for example, Teradata’s technician being dispatched to a wrong location).

For products previously covered under a maintenance & support order to be reinstated under a new maintenance & support order, regardless of service level or options selected, all lapsed maintenance & support fees and any applicable re-certification fees must be paid in full prior to products to be accepted for coverage.  Equipment that has not been subject to Teradata warranty or that has not been maintained by Teradata for more than 90 days are subject to re-certification by Teradata for coverage under a maintenance & support order. 

OPERATIONS

Customer is responsible for all operations related to systems including (i) obtaining appropriate training on their operations, (ii) assuring that all installations, upgrades, and corrections to a problem have been performed in conformance to Teradata’s specifications, (iii) providing back-up and restore systems, processes and services for restoration of the system upon a failure, (iv) restoring data, data connections and application software after Teradata performs services, (v) safeguarding all software data and removable storage at regularly scheduled intervals and prior to Teradata performing any services; (vi) any testing, (vii) promptly installing Teradata-supplied corrections to reported problems, and (viii) addressing  any system performance problems.

Customer must operate the products in accordance with Teradata documentation. Customer shall not make, or have made, any corrections, repairs, or alterations to, or perform or have performed any maintenance on, the products except as performed or approved by Teradata.

Customer is responsible for accessing Teradata Support to check the status of change controls and cases. Customers must 1) assign a reasonable number of trained personnel to act as support contacts to interface with Teradata’s Customer Services group, 2) check Teradata Support for support and Product discontinuation notices and, 3) identify any target software and/or firmware patches and releases (other than those recommended by Teradata as part of a problem resolution) to be installed.

MONITORING TOOLS

Customer must allow Teradata to install and run Monitoring and Diagnostic Tools/Agents. These tools collect and  notify Teradata of system data to aid in problem resolution, change control, and the analysis and reporting of system usage, as well as to detect system faults. The system usage data will not include Customer data.

If a monitoring service is purchased from the Teradata Success Services portfolio, Customer must allow Teradata to deploy Service Operations Reporting (SOR) and Teradata Operations Management (TOM) agents on one of the Teradata managed servers. These agents will capture alerts, events and database performance metrics so that they can be displayed to the Customer in the Teradata Operations Management portal.

TERADATA SUPPORT

Customer must identify in writing and always make available two employees to be the Teradata Support primary and alternate administrators.  Administrators are responsible for approving the addition and removal of Teradata Support. Users associated with their company and for all Teradata Support functions and viewing permissions associated with each of their company’s Teradata Support Users.     

Initial Problem Resolution

Customer must attempt to isolate and document problems and use Teradata Support to check for known corrections to a problem, track case statuses, to submit and update all Service cases and to determine the availability of corrections to a problem and new Software releases.

Customer shall provide Teradata’s technical support staff with commercially reasonable cooperation, assistance, and complete and accurate information relevant to the problem to Teradata until problem resolution.  Such Customer assistance may include logging into Customer’s systems for diagnosis of problems, downloading and installation of software patches, retrieval and transfer of system logs/files, re-installation of existing product and participation in tests for fixes.

Optional Services