Optional Services
PARTS
On-Site Parts Service
With On-Site Parts Service, Teradata Customer Support and Services will analyze Customer’s specific parts needs, develop a customized plan, and manage onsite spare parts inventory. Teradata will continually adjust the plan to allow for lifecycle parts management (e.g. FROs, parts requiring regular replacement – such as disk drives, batteries, etc.). These on-site spares will be stocked at Customer location. Customer must store parts in a secure area and give Teradata personnel unrestricted access when requested. These parts will be in addition to Teradata’s centralized stock of replacement parts. Failure to retain original packaging materials may result Customer being charged a restocking fee for the part(s) without such packaging. Teradata will periodically review the list of specific parts being stored at Customer’s site. At Teradata’s sole discretion, Teradata will determine whether to add or remove parts based on their criticality and need.
Teradata Full Parts Replacement Service
Teradata will be responsible for performing required remedial maintenance on all parts deemed Customer replaceable and replacing any necessary parts to return the equipment to a ready to run state. This service is performed according to the Severity 3 on-site response times as purchased with Premier Appliance Support.
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.
SOFTWARE IMPLEMENTATION
Vantage Limited Upgrade Service
With Vantage Limited Upgrade Service, Teradata will provide remote upgrade/update of Teradata Database, Teradata Managed Application (e.g. Viewpoint), and OS software releases as covered by a relevant order for which Customer has a valid license. The installation shall take place during the Remote and On-Site Hours of Coverage that apply to Severity 1 cases. All implementations shall follow Teradata’s then-current change control management and implementation process and are subject to any remote connectivity requirements. At Teradata’s discretion, any operating system, firmware updates, or other software upgrades required to enable the implementation of a Database software change may be performed as part of the Upgrade Service.
- Vantage Limited Upgrade Service is only available to customers with no more than 2 Teradata platforms or exclusively with Do-It-Yourself Cloud platforms.
- Not all Teradata software products are eligible for Teradata Upgrade service (e.g. Teradata Analytic Applications, Hadoop).
- Customer must provide Teradata at least 28 days advance notice of a change to allow Teradata to develop and approve the appropriate change control plan.
- Customer is responsible for identifying the specific target software release to be implemented.
Teradata Vantage Limited Upgrade Service is not available for Public Cloud unless the Teradata ServiceConnect remote connectivity solution has been implemented.
The specific Vantage Limited Upgrade annuity service options are identified below:
| OnPremises, TD_VMware, and Public Cloud Do-It-Yourself (DIY) | 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. |
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BAR Software Implementation Service (SWI)
Teradata will provide remote implementation of BAR software releases covered by the relevant Order and for which Customer has a valid license. BAR SWI does not include identifying a specific target software release to be implemented. The installation shall take place during the Remote and On-Site Hours of Coverage that apply to Severity 1 cases. All such implementations shall follow Teradata’s then-current change control management and implementation process and are subject to any remote connectivity requirements. Any operating system, firmware updates or other software upgrades are outside of the scope of BAR SWI. Customer must provide Teradata at least 28 days advance notice of a change for Teradata to develop and approve the change control plan.
The specific SWI annuity service options are identified below.
| BAR | Teradata BAR Extension (Data Stream Architecture (DSA)) and the enterprise Backup and Recovery suite (NetBackup / NetVault) software and fixes |
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Hadoop Appliance Software Implementation
Teradata will provide personnel who will provide remote implementation of the “Teradata Appliance Hadoop Environment” to a Teradata certified release, Teradata Managed Application (e.g. Viewpoint), and Operating System software releases covered by the relevant Order and for which Customer has a valid license. Not all software products are eligible for Hadoop Appliance SWI service (e.g. Teradata Analytic Applications, Teradata Databases).
Hadoop Appliance SWI does not include identifying a specific target software release to be implemented. The installation shall take place during the Remote and On-Site Hours of Coverage that apply to Severity 1 cases. All such implementations shall follow Teradata’s then-current change control management and implementation process and are subject to any remote connectivity requirements. At Teradata’s discretion, any operating system, firmware updates or other software upgrades required to enable the implementation of a Hadoop software change may be performed as part of the Hadoop Appliance SWI service.
Customer must provide Teradata at least 28-days’ notice of a change for Teradata to develop and approve the change control plan.
The specific Hadoop Appliance SWI annuity option is identified below.
| Hadoop Appliance SWI | Certified Teradata Hadoop Appliance software minor (Y) upgrades, and all maintenance (Z)/patch (n) releases and all necessary fixes (Efix). Limited to 6 per annual. Teradata Managed Application, and OS software major (X) and minor (Y) upgrades, and all maintenance (Z)/patch (n) releases and all necessary fixes (Efix) Excludes any Hadoop Majors (X), Security or Professional Services that may be required as part of an upgrade |
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VMware Hypervisor Patch/Upgrade for Teradata Solutions Powered by Dell
Teradata will provide remote upgrades/updates of the VMware Hypervisor for ESXi, VCenter, and VSan servers. Upgrades and updates will take place during the Remote and On-Site Hours of Coverage. All implementations will follow Teradata’s current change control management and implementation processes and are subject to any applicable remote connectivity requirements. At Teradata’s discretion, operating system, firmware updates, or other software upgrades required to ensure the proper functioning of the Teradata Database and other Teradata software may be performed as part of the Hypervisor Patches & Upgrades Service.
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.
Assigned Service Management
Teradata will assign a Service Management resource to function as a liaison between the customer and Teradata Support, ensuring that the customer's needs are met and that issues are resolved in a timely manner.
Teradata will make available to the customer, via Teradata Support, the identity of the individual by name, provide contact information, and document the specific roles and accountability in delivering Services.
The assigned Service Management resource is responsible for reviewing technical alerts and patch information monthly to determine its applicability to the customer's environment. If Teradata determines that the patch is necessary for the customer's system, the customer will be notified via the support portal, and a recommendation will be provided on when to install it. Critical Patch Review is not applicable to Public Cloud platforms, and such patches will be included in the quarterly maintenance releases.
Insights and Analytics Hub
Teradata will provide the following information to the customer via the Insights and Analytics Hub located on the Support Portal:
Platform & Tools Dashboards
Teradata will provide access to metric dashboards that can include, but are not limited to, the following and are accessible at https://support.teradata.com:
Availability
Documents the Teradata database system’s overall, planned, and unplanned availability and includes statistics for system maintenance, change requests, customer-induced activities, and unplanned downtime affecting availability.
Downtime for availability reporting will commence when Teradata is informed by the 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 use the system again.
The system availability report does not include data restoration and/or validation time. Additionally, availability reporting is not included when the 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.
System Summary
Provides an overview of different metrics related to sites. It presents information on the number of sites, categorized by solution type, site type, usage (such as production, development, quality assurance, testing), success service tier, and service level. The dashboard helps monitor and analyze the performance and usage of different sites, which can aid in identifying areas for improvement, optimizing resource allocation, and enhancing overall efficiency.
State of Health
Identifies potential errors or issues that need to be addressed. This service does not apply to BAR software products.
Services Management Dashboards
Cases
Identifies the average case resolution time for submitted cases to a Teradata Service Center. The dashboard will provide statistics for all Teradata cases opened and closed during the reporting period listed, including the number opened during the reporting period, the number closed during the reporting period, and the number still open. Additional statistics will be included at Teradata’s discretion.
Changes
Provides a calendar view of planned changes plus statistics for all Teradata changes incoming and pending during the reporting period listed, including the number opened during the reporting period, the number closed during the reporting period, and the number still pending. Additional statistics will be included at Teradata’s discretion.
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.
Customer Connections
A quarterly virtual meeting between Teradata and its customers, during which they discuss various topics related to Teradata's products, services, and solutions. The agenda and discussion points for these meetings are decided mutually by Teradata and its customers. The aim of these meetings is to establish and maintain strong relationships between Teradata and its customers while also providing an opportunity for the customers to share feedback, concerns, and suggestions with Teradata. These meetings are conducted remotely, using virtual meeting technology.
Service Advisory
Provides access to experts and resources to assist with onboarding, ongoing support, and operational services. This support is provided through the Support Portal and includes access management, an overview of support services, and ongoing support through support tickets. Service Advisory aims to ensure that customers can effectively use and manage the services offered by Teradata.
Support Management
Teradata will provide resources to monitor and coordinate service delivery, assist customers with escalating support tickets, and advise and coordinate during quarterly customer connections.
Teradata's Support Management service feature involves the following:
- Monitoring and coordinating service delivery: Teradata will provide resources to monitor the delivery of their services to ensure that they meet the agreed-upon premier or priority targeted coverage and response times. This involves tracking service requests and ensuring that they are resolved in a timely and satisfactory manner.
- Assisting customers with escalating support tickets: If a customer encounters an issue or problem with the service, Teradata will provide resources to help the customer escalate their support ticket to the appropriate level of support. This may involve coordinating with other teams within Teradata to resolve the issue as quickly as possible.
- Advising and coordinating during quarterly customer connections: topics of discussion can include service performance, future plans, and potential improvements. During these meetings, Teradata will provide advice and coordination to help customers make the most of their Teradata solution.
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, 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.
- Customer-implemented customizations to PDCR are not in scope for Maintenance and Upgrade activities. Support for customizations is available for an additional fee.
- 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.
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 Customer based on best practices. This activity will be done only on systems covered under the Essential contract.
- 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.