Teradata Product Support Policies

Customer Responsibilities

Customers are responsible for meeting certain obligations to enable Teradata to provide service.  If the obligations listed below are not met, Teradata may do the following:

  • Charge time and materials for additional, out of scope, or on-site work
  • Reclassify the incident severity
  • Not perform services
Site Preparation

Customer is responsible for preparing (prior to the delivery of products to be used or serviced), maintaining, and/or updating as necessary, Customer site in accordance with the Teradata and/or third-party manufacturer specifications and for providing safe and adequate working conditions for Teradata’s maintenance personnel including clean commercial power, appropriate utility service, local telephone extensions and modems, and connectivity for Diagnostic Tools.

Remote Connectivity

ServiceConnect™ and ServiceLink™

Teradata’s standard remote connectivity solution is ServiceConnect.  Unless otherwise stated, Customer must allow Teradata ServiceConnect remote connectivity between Customer’s system and Teradata Support to enable remote support and other remote Services. 

For some products with Software Only Support, Customer may utilize Teradata ServiceLink remote connectivity between Customer’s system and Teradata Support to enable remote support and other remote Services.

For support of some products, with written Teradata approval and subject to additional fees, Customer may provide a token free, high-speed business-to-business virtual private network connection between Customer system and Teradata Support. A high-speed connection must have a minimum speed of 128 kilobytes per second and should not require an exclusive SSL tunneling connection.  If token access is a security requirement for remote connectivity in Customer environment, Teradata will charge additional fees if required to manage the tokens for Customer.

For support of certain Hadoop software products with Software Only Support running on non-Teradata hardware, Teradata ServiceConnect or Teradata ServiceLink remote connectivity are not required.  At a minimum, Customer must allow WebEx or Secure Shell (SSH) type connections as requested by Teradata for support of these Products.

Customer must provide any login and passwords required to access the system remotely upon request from Teradata Support. Should Customer to refuse the installation or, at any time, not allow full utilization of a ServiceConnect, ServiceLink or a high- speed business-to-business connection, the price for delivering contracted services will be increased.

In the event Customer does not allow Teradata ServiceConnect or Teradata ServiceLink remote connectivity when required for support, Customer will be subject to an annual fee of 2% of Customers total net Product purchase price, including any subsequent Product purchases which are maintained by Teradata, or $50,000 USD (whichever is greater) in addition to their annual Support fees.

In the event Customer does not allow remote connectivity when required for Optional Services, such as Vantage Limited Upgrade and Teradata Success Services, Customer will be subject to additional support fees, including travel expenses for onsite services.

If Teradata Vital Infrastructure (TVI) is not fully enabled, Customer is responsible for notifying Teradata of all faults and alerts within 24 hours using Teradata Access and providing all event log information.

Product Moves, Adds, or Reinstatements

Moves, Adds, or Reinstatements

Customer will notify Teradata in writing at least 30 days before product is moved, added, or removed from service, or if Customer wishes to change the contracted hours of coverage. The notification must include the new location (with complete street address, city, state and zip/postal code, and new location number) and the effective date of the change. If Customer does not provide the required notice, Teradata retains the right to invoice Customer for Additional Services (as detailed below) resulting from any delays caused by such (including, for example, Teradata’s technician being dispatched to a wrong location).

For products previously covered under a maintenance & support order to be reinstated under a new maintenance & support order, regardless of service level or options selected, all lapsed maintenance & support fees and any applicable re-certification fees must be paid in full prior to products to be accepted for coverage.  Equipment that has not been subject to Teradata warranty or that has not been maintained by Teradata for more than 90 days are subject to re-certification by Teradata for coverage under a maintenance & support order.
Operations

Customer is responsible for all operations related to systems including (i) obtaining appropriate training on their operations, (ii) assuring that all installations, upgrades, and corrections to a problem have been performed in conformance to Teradata’s specifications, (iii) providing back-up and restore systems, processes and services for restoration of the system upon a failure, (iv) restoring data, data connections and application software after Teradata performs services, (v) safeguarding all software data and removable storage at regularly scheduled intervals and prior to Teradata performing any services; (vi) any testing, (vii) promptly installing Teradata-supplied corrections to reported problems, and (viii) addressing  any system performance problems.

Customer must operate the products in accordance with Teradata documentation. Customer shall not make, or have made, any corrections, repairs, or alterations to, or perform or have performed any maintenance on, the products except as performed or approved by Teradata.

Customer is responsible for accessing Teradata Access to check the status of change controls and incidents. Customers must 1) assign a reasonable number of trained personnel to act as support contacts to interface with Teradata’s Customer Services group, 2) check Teradata Access for support and Product discontinuation notices and, 3) identify any target software and/or firmware patches and releases (other than those recommended by Teradata as part of a problem resolution) to be installed.

Monitoring Tools

Customer must allow Teradata to install and run Monitoring and Diagnostic Tools/Agents. These tools collect and  notify Teradata of system data to aid in problem resolution, change control, and the analysis and reporting of system usage, as well as to detect system faults. The system usage data will not include Customer data.

If a monitoring service is purchased from the Teradata Success Services portfolio, Customer must allow Teradata to deploy Service Operations Reporting (SOR) and Teradata Operations Management (TOM) agents on one of the Teradata managed servers. These agents will capture alerts, events and database performance metrics so that they can be displayed to the Customer in the Teradata Operations Management portal.

Teradata Access

Customer must identify in writing and always make available two employees to be the Teradata Access primary and alternate administrators.  Administrators are responsible for approving the addition and removal of Teradata Access. Users associated with their company and for all Teradata Access functions and viewing permissions associated with each of their company’s Teradata Access Users.     

Initial Problem Resolution

Customer must attempt to isolate and document problems and use Teradata Access to check for known corrections to a problem, track incident statuses, to submit and update all Service incidents and to determine the availability of corrections to a problem and new Software releases.

Customer shall provide Teradata’s technical support staff with commercially reasonable cooperation, assistance, and complete and accurate information relevant to the problem to Teradata until problem resolution.  Such Customer assistance may include logging into Customer’s systems for diagnosis of problems, downloading and installation of software patches, retrieval and transfer of system logs/files, re-installation of existing product and participation in tests for fixes.

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Optional Services