Teradata Product Support Policies

OVERVIEW

Unless otherwise stated, these policies apply to maintenance and support for Teradata, Teradata Vantage, Aster Data, Hadoop software, and Teradata 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. 

“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.

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.

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 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.

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.