Teradata Product Support Policies

DISK DRIVE RETENTION

With Disk Drive Retention Service, any failed disk or solid-state drive(s) (drive types will be specifically identified in the maintenance &s order) will not be replaced on an exchange basis. Instead, upon replacement (by either Teradata or Customer) the replaced disk drive will become Customer property.

Teradata Essential

Teradata will deliver the following services as part of the Teradata Essential service for a Customer’s platform.  This service requires that the platform has Premier Support coverage and is only available for the Teradata database.

If a valid order for Essential is executed for the “Customer-Level” offering program, which entitles all of Customer’s Teradata Database Platforms and associated Teradata supported BAR solutions to the Essential Offer, Customer must meet the following requirements to maintain eligibility to participate in the program: 1) Customer must have at least one Teradata platform on a current Teradata General Customer Availability (GCA) release; 2) Customer must have Essential coverage on all of its Teradata database platforms; and 3) After the initial year migration, Customer-Level pricing will only apply to platforms on General Customer Availability (GCA) release at the time of Support renewal.

Teradata Education Checkbook 

Customers with a Teradata Success Services contract on one or more installed Teradata platforms are entitled to a Teradata Education Checkbook based of Teradata’s then current Checkbook allowance.  The Checkbook can be used solely toward Teradata University subscriptions, web-based courses, public virtual instructor-led classes, or Teradata Certification exam vouchers.   

• The checkbook allowance must be used during the initial contract period. Teradata may provide additional checkbook allowances for renewal terms. 
• Cancelling or rescheduling of training with less than 10 business days’ notice will result in a full charge for such training, including any instructor travel expenses. 

Assigned Service Management

Teradata will identify technical resources that will be specifically assigned to provide Teradata Essential services to Customer. 

The Customer Support Plan will identify the individual by name, identify the specific roles and accountability in delivering Services, and provide direct contact information.

For each Severity 1 problem, a Teradata Representative will conduct a “postmortem” analysis that includes a closed loop corrective action plan.  The foregoing is only applicable to Teradata integrated hardware and software solutions provided by Teradata and does not apply to Public Cloud solutions. Teradata will also inform Customer of any changes in Product Support Policy permitted by and in accordance with this document, any Order, or the Agreement. 

Availability Management Reporting

Teradata will make available to Customer, on a monthly basis via Teradata Support, a system availability report that documents the Teradata database system’s planned and unplanned availability and includes statistics for system maintenance, change control, customer induced activities, and unplanned down time affecting availability.

If Customer does not have access to Teradata Support, an availability management report will be provided quarterly. Downtime, for the purposes of availability reporting, will commence when Teradata is informed by Customer either verbally or through automated tools that their system is down and will continue until the Teradata login is restored so that the Customer may begin the necessary steps to again use the system.

The system availability report does not include time for data restoration and/or validation. Availability reporting is not included when customer elects Monday through Friday, 8 a.m. to 5 p.m. on-site support Hours of Coverage.  This report excludes BAR Product(s). Not available for systems with Premier Software Only, Public Cloud Support or Teradata solutions on non-Teradata supported hardware.

Change Control Management 

With Customer’s assistance and approval, Teradata will develop and document a written change control plan, following Teradata’s then-current implementation management and processes outlining the implementation plan, test plan, back-out and recovery plan, and the responsibilities of both Customer and Teradata in implementing Field Retrofit Orders (FROs) and Teradata-installed Database and Operating System Software releases consisting of fixes and patches (n), maintenance release updates (Z), minor release updates (Y) and major release updates (X). 

During such implementations, Teradata will provide Remote Support (or On-Site Support, at Teradata’s discretion) throughout the implementation of the change control plan.  This service does not apply to BAR software products, unless covered under the Essential “Customer-Level” program.  This service only applies to maintenance and patch/fix releases for Premier Cloud Support platform products. 

All Change Control development is subject to the 28-day notification requirement and must be requested via the Teradata Support portal.

Critical Patch Review

On a weekly basis, for each certified release of a Teradata database, Teradata will review the technical alert and any corresponding patch information to determine its applicability to Customer’s environment.  If Teradata determines that the patch should be applied to Customer’s system, Teradata will notify Customer that the patch is available and provide a recommendation as to when it should be installed. Critical Patch Review is not applicable for Public Cloud DIY platforms. Such patches will be made available in the quarterly maintenance releases. 

Customer Support Plan

Teradata will document the detailed support processes through which on-going support will be delivered to Customer including both Customer’s and Teradata’s roles and responsibilities in those processes.

The support plan will be reviewed with Customer annually and updated as necessary by Teradata.

Software Implementation 

Remote installation will be provided by Teradata for all available supported releases of Teradata software and operating system, and Teradata managed application (e.g. Viewpoint) software during the Remote and On-Site Support “Hours of Coverage” that apply to Severity 1 cases. 

Teradata may, at its sole discretion, perform such installations on-site. On-Site installation of all releases by Teradata outside Customer’s Severity 1 Remote or On-Site Support Hours of Coverage, or when installed On-Site at Customer’s request when the change is remotely installable, is out-of-scope.  This Service does not apply to BAR software products, unless covered under the Essential “Customer-Level” program. 

All Teradata Database, Teradata Managed Application, and Teradata OS software major (X) and minor (Y) upgrades, and all maintenance (Z)/patch (n) releases and all necessary fixes (Efix).

For Public Cloud DIY, Teradata will upgrade/update the existing Customer’s Teradata instance.  This upgrade only applies to existing instances. In the event a new instance is required for compatibility purposes, i.e., database or operating system, such an instance would involve a migration to a new Public Cloud DIY instance, which is out of scope of the Vantage Limited upgrade service.

Performance Data Collection Reporting (PDCR) Configuration

PDCR (Performance Data Collection and Reporting) is a data collection application which provides data to support the understanding of database performance characteristics and workload utilization. Teradata will enable and configure the PDCR database and tool so that historic database and query performance can be captured allowing Customer to make optimal future workload, platform management, and consumption decisions.

Teradata will review and update PDCR on an annual basis. PDCR is Teradata version specific.  Each time a major Teradata version update is released, PDCR must be updated.  If at the time of the Teradata major release version upgrade, the customer has PDCR installed, Teradata will install and migrate Customer’s PDCR data to the latest PDCR version. Essential services provide for one PDCR upgrade per year or provide for when a major PDCR update occurs. These services will be performed remotely and may be performed offshore.

Notes: 

• This service performed during Customer’s local business hours.
  
• This service does not apply to Customer “altered” PDCR tools.  Customer will be subject to additional fees if PDCR tools have been altered.
• Requires remote connectivity.  At Teradata’s discretion, this service may not be delivered due to certain remote and/or restricted access requirements by Customer that preclude delivery of the service.

Software Release Management

On a quarterly basis, Teradata will review new certified Teradata maintenance release updates (Z) and fixes and patches (n), and if applicable to deployment, Teradata will recommend patches and releases that should be applied proactively to avoid possible failures.

For supported non-Teradata branded Software covered by an order for support, Teradata will review applicable security patches on a quarterly basis.  Teradata will not make recommendations to customers for Microsoft Hotfixes or Service Packs until certified by Teradata Engineering.

State of Health Reporting

Teradata will provide access to a “Platform Health Check” report that is accessible on https://support.teradata.com to identify potential errors or issues that need to be addressed.  Platform Health Check findings and recommendations will also be reviewed during Operational reviews described below.  This service does not apply to BAR software products.

Support Performance Reporting

Teradata will make available to Customer, monthly via Teradata Support, a service performance report that identifies the response and resolution time for each case submitted to a Teradata Service Center.  The reports will provide statistics for all Teradata cases opened and closed during the reporting period, including the number of cases open at the start of the reporting period, the number opened during the reporting period, the number closed during the reporting period, and the number still open at the end of the reporting period.

Additionally, a summary disposition will be provided for each case closed during the reporting period, including the severity status of the call, average problem resolution times, and the percentage of case calls closed within the guidelines.  Additional statistics will be included at Teradata’s discretion. 

If Customer does not have access to Teradata Support, a service performance report will be provided quarterly.

Service Reviews

For each contract year, Teradata will provide Customer the following support Reviews: one Operational review per quarter and one Executive review per year.

Operational reviews will, at a minimum, cover current service performance, review summary results from any “Platform Health Checks”, review critical technical alerts, and discuss potential future changes to Customers environment.

The Executive review will, at a minimum, include a review of service performance statistics.  The specific agenda, discussion points and the identity of participants from both Teradata and Customer will be as mutually agreed upon.  These reviews will be conducted remotely, via telephone unless an on-site meeting is mutually agreeable.

Teradata Viewpoint Setup and Review

Teradata Viewpoint provides a web-based interface for managing and monitoring Teradata platforms. The service includes the following activities:

• Configure up to 3 Viewpoint shared pages and up to 25 alerts for the Customer based on best practices. This activity will be done only on systems covered under the Essential contract.

• Mentor up to 5 customer users so that they understand how to best utilize the Viewpoint configuration to monitor and manage their system(s).

• Conduct an annual review and audit of Customer’s Viewpoint setup following, the initial activity, and adjust as needed.

 Notes:  

• For Teradata to deliver this service offering, it is assumed that Customer already has an existing Viewpoint setup and the Teradata systems are connected to Viewpoint.  Customer is responsible for any ongoing management of portlets, shared pages, monitoring of Viewpoint alerts, and any actions that need to be taken to ensure connectivity.
• Requires remote connectivity.  At Teradata’s discretion, this service may not be delivered due to certain remote and/or restricted access requirements by Customer that preclude delivery of the service.