Teradata Product Support Policies
Global Support
PROBLEM RESOLUTION
Hardware Problem Resolution
Problem resolution for hardware is achieved when the equipment is returned to a ready-to-run state. Implementing a Field Retrofit Order (FRO), a resolution (Fix) to a reported problem or other remedial maintenance will not alter the original Case Severity.
If the problem resolution or an FRO requires the system to be inoperable, the problem resolution or FRO is governed by the original case Severity or FRO classification.
Therefore, in certain situations, where the resolution to a Severity 2 or Severity 3 case or an FRO implementation require system downtime Customer will experience system unavailability without having a Severity 1 case. Those outages would only be worked only during business hours (or at an additional cost if requested to be performed out of hours).
Software Problem Resolution
Software problem resolution consists of: 1) guidance in locating (via Teradata Support) solutions to known problems, information to resolve procedural problems and answers to frequently asked questions, 2) recommendations to upgrade if solution is available in a later software release, 3) providing a temporary workaround procedure to circumvent a problem until an e-fix/ code-level change is provided, or 4) providing an e-fix/code-level change that resolves the reported problem. E-fix/code-level changes will only be provided for supported releases of Database, Tools and Utilities/Client Software at Teradata’s discretion.
Teradata software problem resolution does not include: (i) installation, (ii) step-by-step installation consultation, (iii) testing of Customer installed patches and maintenance releases, or (iv) recovery of the product or system after a failed installation performed by Customer.
ESCALATION GUIDELINES
Teradata support processes include escalation, notification and resolution guidelines. These triggers are invoked based upon the severity of the case and impact to product performance. The guidelines are as follows:
| Severity 1 | Severity 2 | Severity 3 | Severity 4 | Severity 5 | |
|---|---|---|---|---|---|
| Definition | Mission critical system is down, corrupted, or so severely degraded that it is unusable and requires immediate attention to return system to service | Production System is up and operational, but problem has a severe, on-going daily impact to business which requires immediate engagement and urgent resolution efforts | Problem has medium impact to business; resolution efforts can occur over the next several days (or Severity 1 Down Root Cause) | Problem has low impact to operations; additional research or information is needed | Problem resolution is deferred or to be planned mutually by Teradata and customer |
| Resources | Immediate Levels 1-3 Engagement | Immediate Level 2 (or 3)Engagement | Level 1 & Level 2 w/in 2 days | Level 1 & Level 2 w/in 5 days | As needed |
| Work Effort | Around-the-Clock* | Dedicated and Continuous Efforts** | Managed Efforts during Center Hours (aligned to customer work hours) | Practical Effort during Center Hours | Planned effort |
| Customer Updates*** | Hourly or as Agreed | Every 6 Hours or as Agreed | Daily or as Agreed | Every 5 Days or as Agreed | As appropriate to Plan |
| Bridge Call | Yes | No, or upon request with Assigned Service Manager | No | No | No |
| Escalation to Level 3 | Immediate | No later than 12 Hours | No later than 3 Days | No later than 7 days | As needed |
| Closed Loop Corrective Actions | Yes (Teradata Essential Only) | No | No | No | No |
* Efforts as S1 will continue as long as meaningful progress can be made; Customer and system must also be available and engaged
** Efforts as S2 will continue as long as meaningful progress can be made; If customer needed for further progress, customer/system must be available
*** Indicates Service Days (days customer has contracted for service)
Communicating Status on Escalations
All Severity 1 cases are immediately escalated to the Shift Leader and any assigned Teradata customer service representative(s), status of these problems will be provided to Customer hourly via a conference call bridge. For Severity 2 and Severity 3 cases Customer can check the status by using Teradata Support and selecting the appropriate View a Case option that meets Customer needs. Customer can also request to automatically receive an email update notice for any case.
Escalation for Outages Beyond Approved Change Control Plans
For change controls that run beyond the scheduled outage on Production systems, Teradata will immediately declare a Severity 1 case and manage as such until full system operation is restored. Once the system is restored, Teradata will review the case with Customer for the purpose of identifying ways to prevent a recurrence.
CASE MANAGEMENT
When Customer creates a Severity 1 case, Teradata will immediately do everything possible to bring Customer system to an operational state. In order to address Severity1 cases effectively, Teradata requires that Customer provide immediate, unrestricted access to the system and make the appropriate personnel on Customer staff available to assist in resolution. Otherwise, Teradata will reclassify the case severity to a Severity 2 status.
Once a remote Teradata begins support for a Severity1 call, they will continue to address the problem uninterrupted and will assist Teradata on-site support personnel if a dispatch is deemed necessary. At Teradata’s discretion, a Teradata representative may be interrupted and possibly reassigned if working on Severity 2 or Severity 3 cases.
Case Closure
Upon providing a solution to a Case, Teradata will request Customer agreement that the case be closed. In those situations where Customer is actively engaged with Teradata when the solution is provided, and Customer concurs that the solution solves the problem and/or answers the question, Teradata will close the case.
If Customer is not directly engaged at the time the solution is provided (e.g. a customer is informed of the solution via Teradata Support or an e-mail), Teradata will provide Customer the opportunity to agree to close the case. In the event Customer has not closed an incent within 14 days from receipt of the email request from Teradata, and Customer has not advised Teradata that such a case was not cured, Teradata will close the case as “transferred to Customer.” These cases will be visible in Teradata Support as “Transferred to Customer” for a two-year period.
Teradata will also close a case in those situations where Customer has not provided the information required for Teradata to properly diagnose and resolve the problem. If, after a reasonable period of time (determined based on the Severity of the case), Teradata does not receive the requested information, Teradata will close the case as “cancelled by customer”. Customers will be given 7 days to respond to a request for a Severity 3 case and 14 days to respond to a request for a Severity 4 case.
A solution to a case is defined as follows:
Software case:
- Consultation provided and resolved the issue and/or answered the question
- A viable workaround is available and is deemed a permanent fix
- Software fix is required and there is a GCA version available
- Request for Change is required
Hardware case:
- The needed configuration change is completed
- The hardware repair/part replacement is completed/installed
CHANGE CONTROL REQUESTS
Teradata requires notification by Customer no less than 28 days prior to a change to develop a change control plan.