Teradata Product Support Policies
OVERVIEW
Unless otherwise stated, these policies apply to maintenance and support for Teradata, Teradata Vantage, Teradata Solutions powered by Dell, Aster Data, Hadoop software, and Teradata equipment and supported third-party equipment (hardware). For purposes of this document, Vantage refers to a bundled solution of data management and analytic components including the Teradata Advanced SQL Engine Database, operating systems and compatible applications as offered by Teradata. The product support polices herein do not cover Teradata VantageCloud services. Maintenance and support for Teradata VantageCloud services are covered in the applicable Teradata Cloud Description document.
“Customer” refers to the entity that has ordered maintenance and support from Teradata.
To receive maintenance or support services from Teradata as described in the Support Level descriptions below, Customer must: (i) have a signed Teradata Master Agreement including Maintenance & Support terms; (ii) have a signed maintenance order that specifies the Products, their applicable Support level, the elected Optional Service Enhancements (if any) and the rates (iii) have currently licensed and supported software versions and (iv) pay a maintenance and support fee. Certain subscription-based software licenses include Premier Support specific to that type of software or product (Equipment and Software).
Teradata may use subcontractors in the performance of certain support tasks and locations. Teradata uses a “follow the sun” global delivery model whereby maintenance and support, as described in this document, may be performed in any of our centers to leverage the skills and talents of individuals throughout the world. Any Customer required restrictions to this delivery model are considered non-standard by Teradata and may result in additional charges and/or changes to the maintenance and support policies described in this document. Any changes to the delivery of maintenance and support due to customer restrictions on Teradata’s global delivery model must be agreed to in writing.
“Teradata Support” is Teradata’s web-based 24x7 support and service portal formerly known as Teradata at Your Service.” Teradata Support provides valuable support service information, such as user documentation, the ability to download software and patches, 24 x 7 logging and tracking of cases, and links to best practice documents. Teradata Support also provides links to the other Teradata service portals such as Teradata Operations Management (TOM) and IntelliCloud Management Console (IMC). Registration and login at https://support.teradata.com.
Teradata Product Support Policies are subject to change without notice at Teradata’s discretion. Teradata’s policy changes will not result in a material reduction to the level of the services provided to Customer for supported products during the contracted support period (defined on a service order) for which fees for such support have been paid.
PREMIER SUPPORT
Teradata offers maintenance and support for its products under the Premier Support umbrella of services. Each Premier Support offer is specific to the type of product (equipment and software) that is being maintained and supported. Certain support may not be available for all products. Backup and Restore (BAR) software and Hadoop software may be licensed from a third-party or bear the copyright or logo of Teradata.
Teradata will provide a support card upon start of support that includes details of how to contact Teradata, certain support processes and basic customer responsibilities for obtaining support. The support card may be modified at any time.
Additionally, Teradata includes a service within Premier Support that detects and automatically addresses certain low-risk situations without human intervention (e.g., system disk space management; free unused memory; ensuring system time settings are synchronized). If Customer opts out of this service, these activities become Customer’s responsibility. However, Teradata notification will be provided to inform Customer of critical issues in which Customer needs to address. Note: Site must be connected to be eligible for Teradata notifications.
Coverage Hours and Response Times
Premier Support Hours of Coverage and Response Time Options
| Option | Remote and On-Site Support Coverage | Response Times |
|---|---|---|
| 24x7 | 24 hours a day, 7 days per week, for Severity 1 cases; 9 standard business hours, 5 business days per week, (Customer’s local time) excluding locally observed holidays for Severity 2, 3, and 4 cases | Remote Response: 2 hours for Severity 1 and 2 cases; Next business day for Severity 3 and 4 cases On-Site Response: 4 hours for Severity 1 and 2 cases; Next business day for Severity 3 and 4 cases |
| 9x5 Only available for Perpetual License | 9 standard business hours, 5 business days per week, (Customer’s local time), excluding locally observed holidays for all case Severities | Remote Response: 9 hours for Severity 1 and 2 cases; Next Business Day for Severity 3 and 4 cases On-Site Response: Next Business Day for all Severity cases |
| 24x7 Priority | 7 days per week, 24 hours a day for all Severity 1 and 2 cases; 7 days per week, 24 hours a day for Severity 3 Equipment cases; 9 standard business hours, 5 business days per week, (Customer’s local time), excluding locally observed holidays for Severity 3 Software and all Severity 4 cases | Remote Response: 30 minutes for all Severity 1 and 2 cases; 30 minutes for Severity 3 Equipment cases; 2 hours for Severity 3 Software cases; Next business day for all Severity 4 cases On-Site Response: 2 hours for Vantage systems. 4 hours for VoV on supported third-party systems and Data Domain BAR products for all Severity 1 cases; 4 hours for all Severity 2 cases. Next business day for Severity 3 and 4 cases |
Premier Software Only Support
Only problems originating from Teradata software, Teradata Analytic Applications, Aster, or supported Hadoop software installed on Teradata or appropriate third-party Hadoop vendor-certified Equipment are covered under Premier Software Only Support. Problems originating from any equipment or coordination of vendors due to equipment failures are specifically excluded.
All Premier Software Only Support is “Remote Support.”
Support will be provided in English only for Teradata Virtual Machine Edition (TVME) or Teradata on VMWare products unless Customer has purchased Teradata Essential. If Customer has purchased Teradata Essential, then Support will be provided in Customer’s local language.
Hours of Coverage and Response Times
| Option | Remote Support Coverage | Response Times |
|---|---|---|
| 24x7 | 24 hours a day, 7 days per week, for Severity 1 cases; 9 standard business hours, 5 business days per week, (Customer’s local time)*, excluding locally observed holidays for Severity 2, 3, and 4 cases | Remote Response: 2 hours for Severity 1 and 2 cases; Next business day for Severity 3 and 4 cases |
| 9x5 Not available for Hortonworks HDP SW Support | 9 standard business hours, 5 business days per week, (Customer’s local time)*, excluding locally observed holidays for all case Severities | Remote Response: Next business day for all Severity cases |
| 24x7 Priority Not available for Analytic Application Products | 7 days per week, 24 hours a day for Severity 1 and 2 cases; 9 standard business hours, 5 business days per week, (Customer’s local time)*, excluding locally observed holidays for Severity 3 and 4 cases | Remote Response: 30 minutes for Severity 1 and 2 cases; 2 hours for Severity 3 cases; Next business day for Severity 4 cases |
* Note: Remote Support coverage for Teradata Analytic Application products Severity 2, 3, and 4 cases are Eastern Standard Time.
Authorized Contacts for Software Solutions on Third Party Hardware
Customer shall designate contacts who will serve as primary contact between Customer and Teradata and who shall be the only persons authorized to interact with Teradata Customer Services for support of Software Products. Authorized contacts should have a job role as a DBA, System Administrator, IT, VMware Administrator or similar role.
Premier Cloud Support
Only problems originating from a running Teradata subscribed instance(s) are covered under Premier Cloud Support. Problems originating from the cloud provider, hardware or coordination of vendors due to hardware failures are specifically excluded. All Premier Cloud Support is “Remote Support.” Support will be provided in English.
For Teradata to provide optimum support services it is required for the user to enable Assigned Service Management, configure Teradata’s ServiceConnect and any or Teradata’s third-party partner remote SW/HW monitoring and access solution, for remote connectivity, and generate a baseline of system assets – known as System Asset Baseline. At a minimum, Customer must allow WebEx or Secure Shell (SSH) type connections as requested by Teradata for support.
Premier Cloud Support is provided via Teradata Support, which provides user assistance via Community Forums, Knowledge Articles, and Case Submission for all Severity Levels, initiating a case via phone is only available for Severities 1 & 2.
Hours of Coverage and Response Times
| Option | Remote Support Coverage | Response Times |
|---|---|---|
| 24x7 | 24 hours a day, 7 days per week, for Severity 1 cases; 9 standard business hours, 5 business days per week, (Customer’s local time), excluding locally observed holidays for Severity 2, 3, and 4 cases | Remote Response: 2 hours for Severity 1 and 2 cases; Next business day for Severity 3 and 4 cases |
| 24x7 Priority | 7 days per week, 24 hours a day for Severity 1 and 2 cases; 9 standard business hours, 5 business days per week, (Customer’s local time), excluding locally observed holidays for Severity 3 and 4 cases | Remote Response: 30 minutes for Severity 1 and 2 cases; 2 hours for Severity 3 cases; Next business day for Severity 4 cases |
PROBLEMS & CASES
A “problem” is defined as failure of a product (hardware or software) to conform to its then current, customer level documentation. Generally, a problem refers to a product not operating within its designed specifications. A “case” is a request for service. Each case must have a severity assigned to it.
Case Severities:
- Severity 1: Mission critical system is down, corrupted, or so severely degraded that it is unusable and requires immediate attention to return system to service.
- Severity 2: System is up and operational, but problem has a severe, on-going daily impact to business which requires immediate engagement and urgent resolution efforts.
- Severity 3: Problem has a medium impact to business; resolution efforts can occur over the next several days.
- Severity 4: Problem has low impact to operations; near term resolution is not required; additional research, information, or clarification on documentation is needed to address a question.
- Severity 5: Problem resolution is deferred or to be planned mutually by Teradata and customer.
When a case is designated Severity 1 or 2, Customer understands it will be necessary to provide Teradata with immediate, secure remote access to the affected product. Customer acknowledges that if access is delayed or not provided as requested by Teradata, problem resolution efforts will be impaired and may delay resolution of the problem.
Customers with Internet access agree to report all Severity 3 and 4 cases through Teradata Support. Customer further agrees that support requests classified as a “question” will be only be assigned a Severity 4. Customer will receive an electronic confirmation of all cases created via Teradata Support. Teradata will activate its Auto Case Create diagnostic tool to create cases based on certain alerts and thresholds.
Implementing a Field Retrofit Order (FRO) - see Installation of Hardware Engineering Changes or Field Retrofit Orders (FROs), a resolution to a reported problem, or other remedial maintenance will not alter the Problem Severity.
REQUESTING SERVICE
Teradata will provide Customer with User access to Teradata’s service portal, Teradata Support and where applicable, telephone information, for requesting support if Customer is experiencing a problem with supported products and will activate its Automatic Case Creation Diagnostic Tool. Customer may report problems and request support 24 hours a day, 7 days per week, however, Teradata will provide support during the Hours of Coverage specified on the Order.
COVERAGE HOURS
Hours of coverage must be the same for all equipment and software products. The hours of coverage refer to the local time where Customer system is located except as noted in the Hours of Coverage and Response Time tables above. If service cannot be completed within the hours of coverage on the day that the service is requested, service will resume during the next occurring hours of coverage period.
If Customer is not directly connected to a Teradata service representative one will call Customer back within the response time Customer is entitled to. When Customer reports a case through the support portal, a service representative will respond to the inquiry and manage it to resolution.
Remote response time is measured during Customer contracted hours of remote coverage by the interval between the Customer’s initial contact (via electronic receipt of case or phone call) to Teradata and the first contact (via electronic receipt or phone call) with a Teradata representative.
On-site response time is measured during Customer contracted hours of on-site coverage as the interval between the dispatch of the service representative by the Teradata Service Center and his/her arrival at Customer site. Dispatch of a service representative is at Teradata’s discretion.
HADOOP
Authorized Contacts for Hortonworks HDP Support
Customer shall designate contacts who will serve as primary contact between Customer and Teradata and who shall be the only persons authorized to interact with Teradata Customer Services for support of Hortonworks Hadoop Software (HDP) Products. The number of authorized contacts shall be set forth below based on the total number of nodes with HDP Software installed and covered in a Support Order. Additional authorized contacts may be purchased as necessary.
| Number of Nodes | Number of Authorized Contacts |
|---|---|
| 1 – 40 | 3 |
| 41 – 200 | 5 |
| 201 – 500 | 7 |
| 501 and over | 10 |
Developer Support / Application Development Advice for Hortonworks HDP
Teradata will provide remote advice and answers to a reasonable number of “How To” questions regarding Hortonworks HDP application design and development issues when Customer has Premier Support for their Hortonworks HDP software. All developer support/advice service requests must be submitted via Teradata Support and will be classified as Severity 3 or 4 cases. Problem resolution for developer support/advice cases does not include actual software development. Teradata reserves the right to limit the number of cases if Teradata determines Customer is not utilizing this service in good faith.
EXCLUSIONS
Out-of-scope maintenance & support services include, but are not limited to: (i) systems integration, (ii) services related to installation, de-installation, and movement of Product, (iii) electrical work external to product, (iv) database and/or operating system implementation, population, and administration, (v) execution of data loading procedures, (vi) data archiving, (vii) data recovery, (viii) BAR system implementation, (ix) modifying the Software to meet security requirements and (x) for Premier Appliance Support Services, equipment maintenance Customer has agreed to perform.
Tapes and other consumables are not covered under maintenance.
Maintenance and support does not include resolution for problems resulting from the following causes: Customer’s or any third party’s negligence, misuse, or abuse, including the failure to adhere to Teradata or third party BAR Product supplier’s site preparation standards; failure to operate Products in accordance with Teradata’s power, environmental, and other specifications or limitations agreed to by the parties; failure to perform regular preventive maintenance activities (e.g., tape head cleaning); replaceable data media (such as tapes or solid state drives) being used in excess of its expected life; movement of product by anyone other than Teradata or its representatives; improper use of or failure to use supplies meeting Teradata’s or the manufacturer’s specifications; software or modifications to Software (including security patches) that have not been approved or provided by Teradata; acts of third parties; third party products not under a maintenance agreement with Teradata; failure to comply with third party product software licensing terms; fire, smoke or other hazards originating outside of Teradata-furnished Equipment; water; acts of God; power distribution failures (including use of hard-power down condition or emergency power off switch) that cause the specifications for Products not to be followed; damage ordinarily covered by insurance; alteration of product and attachments not provided/approved by Teradata in writing or compatible with Teradata’s standard interfaces; improper installations, implementation or operation of product; failure to perform those actions prescribed by Teradata; implementation of non-Teradata supported products and configurations; conversions and migrations; updates and upgrades unless specifically indicated on an order; for Analytic Application Software, modifications or customizations by Teradata Professional Services; disabling the Fallback feature in certain product configurations that require Fallback in order to be supported.
Teradata will only perform out-of-scope services (“Additional Services”) at the applicable out of scope services rate. Teradata will inform Customer if a service is out of scope prior to commencing work. However, Teradata will not perform services on Products when it reasonably believes that doing so represents a safety hazard.