Support Level

Teradata's Enterprise System Support (ESS) provides two levels of support options: Business Critical and Base. Business Critical provides proactive and reactive support for customers with high availability needs. Base provides reactive support for customers with non-mission critical needs. Whichever level of Teradata ESS you choose, Teradata experts will provide one source for both reactive and proactive support service to maximize the power and value of your Teradata investment.

Teradata Enterprise System Support (ESS) is a set of reactive and proactive services delivered by Teradata Customer Services (CS) to mitigate downtime by providing both system hardware and software maintenance and support. Available in two service levels, Base and Business Critical, ESS supports availability by reducing 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 Support provides a comprehensive set of reactive, proactive and change implementation support services to minimize downtime for your Teradata Warehouse. This premium service level is designed for customers who prefer hands-off maintenance and support for both hardware and software components. It utilizes the most advanced proactive tools and proven change management processes available and ensures 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 Service Support enables your Teradata Warehouse 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)

Businesses utilizing approved Symmetrical Multi Processor (SMP) platforms depend on the availability of the underlying Teradata Database software for production or test and development systems. Teradata Database Software Web Support 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 is designed to protect your investment in both software and data by covering all Teradata released applications. Direct telephone support is available, as well as 24x7 incident reporting via Teradata @ Your Service. Benefits include:

• Increased system availability for key business applications
• Better internal resource utilization
• Tailored support to meet your business and IT requirements