When Customer creates a Severity 1 incident, Teradata will immediately do everything possible to bring Customer system to an operational state. In order to address Severity1 incidents effectively, Teradata requires that Customer provide immediate, unrestricted access to the system and make the appropriate personnel on Customer staff available to assist in resolution. Otherwise, Teradata will reclassify the incident severity to a Severity 2 status.
Once a remote Teradata begins support for a Severity1 call, they will continue to address the problem uninterrupted and will assist Teradata on-site support personnel if a dispatch is deemed necessary. At Teradata’s discretion, a Teradata representative may be interrupted and possibly reassigned if working on Severity 2 or Severity 3 incidents.
Upon providing a solution to an Incident, Teradata will request Customer agreement that the incident be closed. In those situations where the customer is actively engaged with Teradata when the solution is provided, and the Customer concurs that the solution solves the problem and/or answers the question, Teradata will close the incident.
If the Customer is not directly engaged at the time the solution is provided (e.g. the customer is informed of the solution via Teradata Access or an e-mail), Teradata will provide Customer the opportunity to agree to close the incident. In the event Customer has not closed an incent within 14 days from receipt of the email request from Teradata, and Customer has not advised Teradata that such an incident was not cured, Teradata will close the incident as “transferred to Customer.” These incidents will be visible in Teradata Access as “Transferred to Customer” for a two-year period.
Teradata will also close an incident in those situations where Customer has not provided the information required for Teradata to properly diagnose and resolve the problem. If, after a reasonable period of time (determined based on the Severity of the incident), Teradata does not receive the requested information, Teradata will close the incident as “cancelled by customer”. Customers will be given 7 days to respond to a request for a Severity 3 incident and 14 days to respond to a request for a Severity 4 incident.
A solution to an incident is defined as follows:
- Consultation provided and resolved the issue and/or answered the question
- A viable workaround is available and is deemed a permanent fix
- Software fix is required and there is a GCA version available
- Request for Change is required
- The needed configuration change is completed
- The hardware repair/part replacement is completed/installed