Teradata Product Support Policies
September 1, 2024

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Teradata Product Support Policies

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Contents
OVERVIEW .................................................................................................................................................................... 3
SUPPORT SERVICES ...................................................................................................................................................... 4
PREMIER SUPPORT ......................................................................................................................................................... 4
Coverage Hours and Response Times ............................................................................................................. 4
Premier Software Only Support ......................................................................................................................... 5
Premier Cloud Support ....................................................................................................................................... 6
PROBLEMS & CASES ..................................................................................................................................................... 6
REQUESTING SERVICE .................................................................................................................................................... 7
COVERAGE HOURS ...................................................................................................................................................... 7
HADOOP ..................................................................................................................................................................... 7
EXCLUSIONS ................................................................................................................................................................. 8
SUPPORT LIFECYCLE ..................................................................................................................................................... 9
HARDWARE SERVICES.................................................................................................................................................... 9
Hardware Support Lifecycle .............................................................................................................................. 9Operating System ............................................................................................................................................... 9
Remedial Maintenance ..................................................................................................................................... 9
Remote Hardware Diagnostics ....................................................................................................................... 10
On-Site Hardware Service ............................................................................................................................... 10
Hardware Changes or Field Retrofit Orders (FROs) ...................................................................................... 10
Customer Replaceable Parts .......................................................................................................................... 10
Support for Solid State Drives (SSD) ................................................................................................................. 10
Parts Management .......................................................................................................................................... 10
Parts Usage ........................................................................................................................................................ 11
Support for Hot Standby Nodes ...................................................................................................................... 11
Support for Dual Systems ................................................................................................................................. 11
SOFTWARE SERVICES ................................................................................................................................................... 11
Teradata Database Software Support Lifecycle .......................................................................................... 11
Extended Teradata Database Maintenance (EDM) Period ....................................................................... 12
Teradata Database Support Only Period ...................................................................................................... 13
Teradata Tools & Utilities Software Support Lifecycle ................................................................................... 13
Supported Software Releases ......................................................................................................................... 13
Access to Software Maintenance and Patch Releases .............................................................................. 13
Software Maintenance and Support Following Discontinuation ................................................................ 14
Software Maintenance and Support for Altered Software ......................................................................... 14
Customer Installable & Upgradeable Software ............................................................................................ 14
Software Subscription / Software Upgrade Licenses.................................................................................... 14
Virus Protection Scanning Software ............................................................................................................... 14
TERADATA APPLICATIONS ............................................................................................................................................ 14
Teradata Managed Application, UDA, Analytic Application, and Other Software Support Lifecycle 14
OTHER THIRD-PARTY SOFTWARE ................................................................................................................................... 15
Teradata Aster and Hadoop Software Support Lifecycle ........................................................................... 15
Third-Party Operating System Software Certification ................................................................................... 15
Support for Third-Party Software ..................................................................................................................... 15
SAS Software...................................................................................................................................................... 16
GLOBAL SUPPORT ...................................................................................................................................................... 16
PROBLEM RESOLUTION ................................................................................................................................................ 16
Hardware Problem Resolution ........................................................................................................................ 16
Software Problem Resolution .......................................................................................................................... 16
ESCALATION GUIDELINES ............................................................................................................................................. 172

Communicating Status on Escalations .......................................................................................................... 18
Escalation for Outages Beyond Approved Change Control Plans ............................................................ 18
CASE MANAGEMENT .................................................................................................................................................. 18
Case Closure ..................................................................................................................................................... 18
CHANGE CONTROL REQUESTS ..................................................................................................................................... 19
CUSTOMER RESPONSIBILITIES .................................................................................................................................... 19
SITE PREPARATION ...................................................................................................................................................... 19
Remote Connectivity ....................................................................................................................................... 19
Product Moves, Adds, or Reinstatements ...................................................................................................... 21
OPERATIONS .............................................................................................................................................................. 21
MONITORING TOOLS................................................................................................................................................... 21
TERADATA SUPPORT .................................................................................................................................................... 22
Initial Problem Resolution ................................................................................................................................. 22
OPTIONAL SERVICES .................................................................................................................................................. 22
PARTS........................................................................................................................................................................ 22
On-Site Parts Service ......................................................................................................................................... 22
Teradata Full Parts Replacement Service ...................................................................................................... 22
DISK DRIVE RETENTION ................................................................................................................................................ 22
SOFTWARE IMPLEMENTATION ........................................................................................................................................ 22
Vantage Limited Upgrade Service ................................................................................................................. 22
BAR Software Implementation Service (SWI) ................................................................................................ 23
Hadoop Appliance Software Implementation ............................................................................................. 23
VMware Hypervisor Patch/Upgrade for Teradata Solutions Powered by Dell ......................................... 24
TERADATA ESSENTIAL ................................................................................................................................................... 24

Overview
Unless otherwise stated, these policies apply to maintenance and support for Teradata, Teradata
Vantage, Teradata Solutions powered by Dell, Aster Data, Hadoop software, and Teradata equipment
and supported third-party equipment (hardware). For purposes of this document, Vantage refers to abundled solution of data management and analytic components including the Teradata Advanced SQLEngine Database, operating systems and compatible applications as offered by Teradata. The productsupport polices herein do not cover Teradata VantageCloud services. Maintenance and support for
Teradata VantageCloud services are covered in the applicable Teradata Cloud Description document.
“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 andsupported 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 andSoftware).
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 thisdocument, 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 nonstandard by Teradata and may result in additional charges and/or changes to the maintenance andsupport 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

3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 trackingof 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.

Support Services
Premier Support
Teradata offers maintenance and support for its products under the Premier Support umbrella of services.
Each Premier Support offer is specific to the type of product (equipment and software) that is being
maintained and supported. Certain support may not be available for all products. Backup and Restore(BAR) software and Hadoop software may be licensed from a third-party or bear the copyright or logo of
Teradata.
Teradata will provide a support card upon start of support that includes details of how to contact
Teradata, certain support processes and basic customer responsibilities for obtaining support. The
support card may be modified at any time.
Additionally, Teradata includes a service within Premier Support that detects and automaticallyaddresses certain low-risk situations without human intervention (e.g., system disk space management;
free unused memory; ensuring system time settings are synchronized). If Customer opts out of this service,these activities become Customer’s responsibility. However, Teradata notification will be provided to
inform Customer of critical issues in which Customer needs to address. Note: Site must be connected tobe eligible for Teradata notifications.

Coverage Hours and Response Times
Premier Support Hours of Coverage and Response Time Options
Option
24x7

9x5
Only
available for
Perpetual
License4

Remote and On-Site Support Coverage
24 hours a day, 7 days per week, for
Severity 1 cases;
9 standard business hours, 5 businessdays per week, (Customer’s local time)
excluding locally observed holidays for
Severity 2, 3, and 4 cases
9 standard business hours, 5 businessdays per week, (Customer’s local time),
excluding locally observed holidays for
all case Severities

Response Times
Remote Response: 2 hours for Severity 1
and 2 cases; Next business day for
Severity 3 and 4 cases
On-Site Response: 4 hours for Severity 1
and 2 cases; Next business day for
Severity 3 and 4 cases
Remote Response: 9 hours for Severity 1
and 2 cases; Next Business Day for
Severity 3 and 4 cases
On-Site Response: Next Business Day for
all Severity cases

24x7 Priority

7 days per week, 24 hours a day for all
Severity 1 and 2 cases;
7 days per week, 24 hours a day for
Severity 3 Equipment cases;
9 standard business hours, 5 businessdays per week, (Customer’s local time),
excluding locally observed holidays for
Severity 3 Software and all Severity 4
cases

Remote Response: 30 minutes for all
Severity 1 and 2 cases; 30 minutes for
Severity 3 Equipment cases; 2 hours for
Severity 3 Software cases; Next business
day for all Severity 4 cases
On-Site Response: 2 hours for Vantage
systems. 4 hours for VoV on supported
third-party systems and Data Domain
BAR products for all Severity 1 cases; 4hours for all Severity 2 cases. Next
business day for Severity 3 and 4 cases

Premier Software Only Support
Only problems originating from Teradata software, Teradata Analytic Applications, Aster, or supported
Hadoop software installed on Teradata or appropriate third-party Hadoop vendor-certified Equipment
are covered under Premier Software Only Support. Problems originating from any equipment orcoordination of vendors due to equipment failures are specifically excluded.
All Premier Software Only Support is “Remote Support.”
Support will be provided in English only for Teradata Virtual Machine Edition (TVME) or Teradata on
VMWare products unless Customer has purchased Teradata Essential. If Customer has purchased
Teradata Essential, then Support will be provided in Customer’s local language.
Hours of Coverage and Response Times
Option24x7

Remote Support Coverage
24 hours a day, 7 days per week, for
Severity 1 cases
9 standard business hours, 5 businessdays per week, (Customer’s localtime)*, excluding locally observed
holidays for Severity 2, 3, and 4 cases

9x5
Not
available for
Hortonworks
HDP SW
Support24x7 Priority
Not
available forAnalytic
Application
Products

Response Times
Remote Response: 2 hours for Severity 1
and 2 cases; Next business day for
Severity 3 and 4 cases

9 standard business hours, 5 businessdays per week, (Customer’s localtime)*, excluding locally observed
holidays for all case Severities

Remote Response: Next business day for
all Severity cases

7 days per week, 24 hours a day for
Severity 1 and 2 cases

Remote Response: 30 minutes for
Severity 1 and 2 cases; 2 hours for
Severity 3 cases; Next business day for
Severity 4 cases

9 standard business hours, 5 businessdays per week, (Customer’s localtime)*, excluding locally observed
holidays for Severity 3 and 4 cases* Note: Remote Support coverage for Teradata Analytic Application products Severity 2, 3, and 4 cases are EasternStandard Time.

5

Authorized Contacts for Software Solutions on Third Party Hardware
Customer shall designate contacts who will serve as primary contact between Customer and Teradata
and who shall be the only persons authorized to interact with Teradata Customer Services for support of
Software Products. Authorized contacts should have a job role as a DBA, System Administrator, IT,
VMware Administrator or similar role.

Premier Cloud Support
Only problems originating from a running Teradata subscribed instance(s) are covered under Premier
Cloud Support. Problems originating from the cloud provider, hardware or coordination of vendors due
to hardware failures are specifically excluded. All Premier Cloud Support is “Remote Support.” Support
will be provided in English.
For Teradata to provide optimum support services it is required for the user to enable Assigned Service
Management, configure Teradata’s ServiceConnect and any or Teradata’s third-party partner remote
SW/HW monitoring and access solution, for remote connectivity, and generate a baseline of systemassets – known as System Asset Baseline. At a minimum, Customer must allow WebEx or Secure Shell (SSH)
type connections as requested by Teradata for support.
Premier Cloud Support is provided via Teradata Support, which provides user assistance via Community
Forums, Knowledge Articles, and Case Submission for all Severity Levels, initiating a case via phone is only
available for Severities 1 & 2.
Hours of Coverage and Response Times
Option24x7

24x7 Priority

Remote Support Coverage

Response Times

24 hours a day, 7 days per week, for
Severity 1 cases; 9 standard business hours,
5 business days per week, (Customer’s localtime), excluding locally observed holidays
for Severity 2, 3, and 4 cases
7 days per week, 24 hours a day for Severity
1 and 2 cases; 9 standard business hours, 5business days per week, (Customer’s localtime), excluding locally observed holidays
for Severity 3 and 4 cases

Remote Response: 2 hours for Severity 1
and 2 cases; Next business day for Severity
3 and 4 cases

Remote Response: 30 minutes for Severity 1
and 2 cases; 2 hours for Severity 3 cases;
Next business day for Severity 4 cases

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 tobusiness 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

6with immediate, secure remote access to the affected product. Customer acknowledges that if accessis 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 andthresholds.
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.

Requesting Service
Teradata will provide Customer with User access to Teradata’s service portal, Teradata Support andwhere applicable, telephone information, for requesting support if Customer is experiencing a problem
with supported products and will activate its Automatic Case Creation Diagnostic Tool. Customer may
report problems and request support 24 hours a day, 7 days per week, however, Teradata will provide
support during the Hours of Coverage specified on the Order.

Coverage Hours
Hours of coverage must be the same for all equipment and software products. The hours of coveragerefer to the local time where Customer system is located except as noted in the Hours of Coverage andResponse Time tables above. If service cannot be completed within the hours of coverage on the daythat 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 backwithin 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
between the Customer’s initial contact (via electronic receipt of case or phone call) to Teradata and thefirst 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.

HadoopAuthorized Contacts for Hortonworks HDP Support
Customer shall designate contacts who will serve as primary contact between Customer and Teradata
and who shall be the only persons authorized to interact with Teradata Customer Services for support of
Hortonworks Hadoop Software (HDP) Products. The number of authorized contacts shall be set forth
below based on the total number of nodes with HDP Software installed and covered in a Support Order.
Additional authorized contacts may be purchased as necessary.

7

Number of Nodes
1 – 40

Number of Authorized Contacts
3

41 – 2005

201 – 5007

501 and over10

Developer Support / Application Development Advice for Hortonworks HDP
Teradata will provide remote advice and answers to a reasonable number of “How To” questions
regarding Hortonworks HDP application design and development issues when Customer has PremierSupport for their Hortonworks HDP software. All developer support/advice service requests must be
submitted via Teradata Support and will be classified as Severity 3 or 4 cases. Problem resolution fordeveloper support/advice cases does not include actual software development. Teradata reserves theright to limit the number of cases if Teradata determines Customer is not utilizing this service in good faith.

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 toproduct, (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 Teradataor third party BAR Product supplier’s site preparation standards; failure to operate Products inaccordance 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 touse supplies meeting Teradata’s or the manufacturer’s specifications; software or modifications toSoftware (including security patches) that have not been approved or provided by Teradata; acts ofthird 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 hardpower 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 notprovided/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 andmigrations; 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.

8Support Lifecycle
Hardware Services
Hardware Support Lifecycle
For Teradata hardware platforms, Teradata will provide remedial maintenance services for six (6) years
from its Platform Sales Discontinuation Date (5 years for supported third-party l hardware platforms).
Platform Support Discontinuation is the end of support date for a particular Teradata hardware platform.
Teradata may, at its discretion, support Teradata hardware for longer periods after its Sales
Discontinuation Date.

Operating System
Teradata considers the operating system (OS) to be a part of the hardware platform. Therefore, Teradata
will install any Teradata certified OS patch or fix (including Microsoft or Linux) on any hardware platform(e.g., Database Nodes, TMS, SWS/AWS, stand-alone server) under a Teradata maintenance contract, notto exceed a quarterly calendar cadence. Delivery of patches or fixes more than once quarterly will be
subject to Additional Service Rates. Note: Certain Teradata Software Products contain a virtualized OS
that is considered part of Teradata Software (e.g., TD_VMware) and not the hardware platform and will
be included under the Teradata maintenance contract agreement.
Teradata will not install any non-Teradata certified OS patches or fixes on any hardware platform. If
customer wants any non-Teradata certified OS software installed on any platform, they must performthemselves. However, non-Teradata certified OS software and problems resulting from non-Teradata
certified OS software are not covered under any maintenance contract. Any associated cases resulting
from the non-Teradata certified release will be considered out-of-scope and subject to Additional Service
Rates.
For Customer initiated third party security scans, resulting scan reporting and analysis are Customer’s
responsibility. Any request for Teradata to analyze and implement recommendations are out of scopeand requires a Teradata Information Security consulting engagement, which is subject to Additional
Service Rates.
Installation of non-mandatory Teradata certified OS fixes or patches will be performed during businesshours (9x5) and follows the then current change control notification practice (currently 28 days
notification). Any OS changes considered mandatory by Teradata are installed per the FRO policy (seeInstallation of Hardware Engineering Changes or Field Retrofit Orders (FROs) for the contracted level ofservice.
Major/minor OS upgrades or Service Pack (SP) changes require an additional Software Implementation(SWI) service or Business Critical/Critical System Management or Teradata Essential and will be performed
during Customer’s Severity 1 hours of coverage.
OS conversions (e.g., Windows to Linux) are performed under a custom OS Conversion service.
Any OS updates required/performed as part of a database change by Teradata are included with theappropriate Software Implementation service as long as the OS is under Teradata maintenance and thechange is not a minor/major OS upgrade or Service Pack upgrade. These changes are installed during
Customer’s Severity1 hours of coverage.

Remedial MaintenanceTeradata will first attempt to fix the problem remotely before dispatching a service representative. When
Teradata determines that a problem requires onsite assistance for repair, a service representative will bedispatched to provide on-site remedial maintenance. Remedial maintenance consists of those functions
required to restore failed or malfunctioning equipment to an operational state, which is defined asconformance to the manufacturer's then-current customer-level documentation. It does not constitutethe return of the equipment to an "as was" condition.

9Remote Hardware Diagnostics
Teradata will use remote connectivity and service tools to diagnose problems prior to sending a
Customer Service Representative on-site. Remote hardware diagnostics will be performed during thecontracted hours of coverage only and determined by severity level.

On-Site Hardware Service
On-site support is the provision of remedial equipment maintenance that may require one or more visits
to Customer facility or product location and may also include on-site software maintenance. On-site
service will be provided during contracted on-site hours of coverage.

Hardware Changes or Field Retrofit Orders (FROs)
FROs are hardware safety modifications and other mandatory hardware changes typically resulting fromnew regulations or required product enhancements that address the performance, reliability orserviceability of Teradata equipment. Teradata will proactively inform Customer of any safety related
FROs.
Teradata will install FROs during local business hours. If Customer has elected 24 x 7 Priority or BusinessCritical, Teradata will install FROs at a mutually agreeable time on a 7 day per week 24 hours per day
basis. Teradata determined mandatory OS changes are implemented as FRO’s and follow FRO hours ofcoverage.
The implementation of an FRO includes developing a change control plan as well as the parts and labor
to install the change. This service is included with hardware maintenance for a period of 6 months fromthe FRO bulletin's release date. Teradata will also work with Customer to schedule the installation. Should
Customer require Teradata to wait longer than 6 months to provide installation of an FRO, at Teradata’s
discretion, both parts and labor are chargeable at then-current rates.

Customer Replaceable Parts
Teradata has designated or will designate from time-to-time certain parts (such as disk drives and power
supplies) as Customer replaceable/repairable. Customer is responsible for replacing Parts designated ascustomer replaceable unless the Teradata Parts Replacement Service is ordered. If Teradata determinesthat Customer replaceable/repairable equipment requires remedial maintenance, Customer agrees that
it will perform such maintenance and that it will use only Teradata-provided parts, instructions, processes
and documentation to return the Teradata system to a ready-to-run state. In the event that Teradatachooses to install parts that are currently or subsequently designated as Customer replaceable /repairable, Customer acknowledges and agrees that such service shall not constitute a waiver of any
requirement that Customer perform such remedial maintenance.
If a Customer replaceable/repairable part fails, Teradata will ship such a part to Customer using overnight
shipping with business day delivery in exchange for the failed part. Three business days after the
replacement part shipment, Teradata will dispatch its designated freight carrier to Customer site to pickup the failed part. If the part is not returned to Teradata due to Customer neglect or refusal, Customer
will be charged Teradata’s then-current list price for the part.
Customer must identify in writing, and always make available, at least two employees who are familiar
with the processes and procedures of parts replacement as instructed by Teradata.

Support for Solid State Drives (SSD)
Teradata will provide support for 2.5” solid state disks 5 years.

Parts Management
All replacement parts are stocked remotely and managed by Teradata. Teradata is responsible for all
spare parts inventory management, shipping, tracking, and reporting.

10

Parts Usage
Teradata provides and installs (unless the equipment has customer replaceable parts) replacement partsfor all failed hardware components as part of maintenance. Parts are replaced on an exchange basis
and all failed parts become property of Teradata upon removal unless Customer has purchased Drive
Retention Service. Replacement parts become Customer property. Certain parts are excluded fromservice: 3U and older batteries, consumables, and storage media. Replacement of these parts is on aTime & Materials basis only. Customer must store the on-site parts, along with all original packaging
materials, in a secure area to which Teradata personnel have unrestricted access. Failure to retain
original packaging materials may result Customer being charged a restocking fee for the part(s) without
such packaging.

Support for Hot Standby Nodes
Any Hot Standby Nodes are supported at the same level of service as the production nodes.

Support for Dual Systems
Teradata will support Teradata Dual Active Solutions as two Vantage single systems. Each system will
have an individual site ID for support delivery and tracking purposes. Certain third-party servers andsoftware may not be supported by Teradata.
If one system is knocked out in a disaster situation, the other system will automatically be moved to thehigher of the two support levels until the second system is restored to an operational state as defined in
the Hardware Services section above.

Software Services
Teradata will provide remote software support for non-discontinued and certified software products
during Customer’s contracted hours of coverage. Teradata will provide services to diagnose and resolve
problems for supported operating system, Teradata Software, utilities and supported BAR products. Any
on-site software service is provided at Teradata’s discretion.
Software support generally consists of: 1) guidance in locating (via Teradata Support) solutions to known
problems, information to resolve procedural problems and answers to frequently asked questions, 2)
recommendations to upgrade if solution is available in a later software release, 3) providing a temporary
workaround procedure to circumvent a problem until an e-fix/code-level change is provided.
Software maintenance includes providing an e-fix/code-level change that resolves the reported problem
or providing access to a software maintenance release.
Once remote support for a Severity 1 call begins, Teradata will continue to address the problem
uninterrupted only during contracted hours of coverage.

Teradata Database Software Support Lifecycle
See Supported Software Releases for Software release naming definitions.

Teradata Database 16.10 and Later Advanced SQL Engine Releases
Teradata’s Database Support Policy for Teradata Database 16.10 and later Advanced SQL Engine
releases is to provide 3 years of maintenance & support, from the General Customer Availability date of
the minor or major release, until the End-of-Maintenance (EOM) date and a 2-year (at Teradata’s
discretion) Extended Database Maintenance Period (EDM) (see below) – referred to as a 3+2 support
policy. During the maintenance & support period for Teradata database products, Teradata will provide
software problem resolution services, which include code level maintenance, and any activity thatprovides existing corrections or workarounds to correct reported software problems for no less than 36
months from its General Customer Availability (GCA) date. At the end of the EOM period, the system will
default to the Extended Database Maintenance Period (see below) and is subject to additional fees.

11

Following the end of the EDM period, the system will enter the Support Only period (see below) and issubject to additional fees. Teradata may, at its discretion, support additional Teradata releases but will
not provide fixes or patches for such releases.
Teradata is committed to providing crash dump analysis while a Teradata Database software release iswithin the maintenance and support period plus a period of three months past the End of Maintenance(EOM) date published by Teradata.

Teradata Database Pre-16.00 Releases
Teradata’s Database Support Policy for pre-Teradata Database 16.00 releases is to provide 3 years of
Maintenance & Support, from the General Customer Availability date, until the EOM date and a 2-year(at Teradata’s discretion) Extended Maintenance period – referred to as a 3+2 support policy (seebelow). During the maintenance & support period for Teradata Database products, Teradata will
provide software problem resolution services, which include code level maintenance, and any activity
that provides existing corrections or workarounds to correct reported software problems for no less than 36
months from its GCA date. At the end of the EOM Period, the system would default to the Extended
Maintenance period (see below) and is subject to additional fees. Teradata may, at its discretion, support
additional Teradata releases but will not provide fixes or patches for such versions.
Teradata is committed to providing crash dump analysis while a Teradata Database software release iswithin the maintenance and support period plus a period of three months past the End of Maintenance(EOM) date published by Teradata.
For any third-party BAR Software, Teradata (i) will provide Customer with software problem resolution forthe current and most recent prior maintenance release updates of the current major/minor software
release upgrade, and (ii) may, at its discretion, support the final maintenance release update of the mostrecent prior major/minor software upgrades.
Note: Certain Teradata software products contain a virtualized OS that is considered part of Teradata
software (e.g., TDVM) and not the hardware platform.

Extended Teradata Database Maintenance (EDM) Period
EDM is subject to additional fees. During the EDM period, Teradata provides Extended Database
Maintenance for the development and distribution of critical patch/e-fixes for a limited time for Teradata
Database and Teradata Tools & Utilities (TTU) software. At Teradata’s discretion, the EDM period ends 2
years after the End-Of-Maintenance date. At the end of the EDM period, the system would default to the
Support-Only period and will be subject to additional fees, for as Teradata provides such support for
affected software. Aster Database, and Hadoop Software releases and DIY Public Cloud deployments
are not eligible for EDM service unless Teradata specifically makes EDM service available for a specificrelease.
EDM Service includes:•

Case call acceptance 24 hours per day, 7 days per week•

Code level maintenance for critical Severity 1, emergency / fixes (e-fixes) for new and existing
problems through the Patch Server via Teradata Support•

Ability to create cases for problems through Teradata Support•

Guidance with Customer migration plans to support Teradata database releases•

Back porting only of critical patches and fixes if no acceptable workaround exists•

Remote service support methodology only, no on-site support provided•

Continuance of Customer’s current hours of coverage

To be eligible for Extended Teradata database maintenance services, Customer must meet the following
criteria subject to Teradata acceptance (non-eligible systems will default to Support Only Period):

12

Customer must have a stable Teradata data warehouse environment that is not experiencing growth inuser load or subject to planned large-scale application changes. EDM services are not available if
Customer is planning a new application deployment on a Teradata system. Customer must be on thelatest maintenance release of the major/minor release and be willing to upgrade to the latest e-fix inorder to obtain the correction. Teradata will not provide Time and Material service for EDM services.
EDM services do not include:•

Site specific release / non-general e-fixes•

Any equipment services•

Service Level Agreement (SLA) for code fix•

Certification of supported programs, new operating system releases or new applications•

Updated software certification lists for software past its normal lifecycle dates•

Software updates, general maintenance releases or functionality releases•

Resolution or restoral times – Commercially reasonable effort only•

Any other client or application software programs•

Extended services after the end of the ordered period

Teradata Database Support Only Period
The Support-Only period is subject to additional fees and provides: preventative service, problem reporting,case creation, down system recovery, access to knowledge articles and workarounds – no maintenanceor patches are provided, and no crash dump analysis will be performed during the Support Only period.
Customers with a maintenance & support contract are entitled to support past the End-of-Maintenancedate and as long as the contract is renewed by Teradata and all fees are paid.

Teradata Tools & Utilities Software Support Lifecycle
For Teradata Tools & Utilities software, Teradata will provide software problem resolution services, which
include code level maintenance, and any activity that provides existing corrections or work-arounds tocorrect reported software problems for no less than 36 months from its General Customer Availability(GCA) date.

Supported Software Releases
Most Teradata software products are characterized by four different types of software releases. These
releases are differentiated by release number X.Y.Z.n•

X number refers to a major software release upgrade, also known as Version number for Vantage•

Y number refers to a minor software release upgrade•

Z number refers to a maintenance release update•n number refers to fixes or patches“Service Pack” and “Hotfix” are the third-party names for software fixes. Following Teradata standards, a“Service Pack” is a maintenance release (Z) and a “Hotfix” is a patch (n).

Access to Software Maintenance and Patch Releases
All Platform maintenance & support service levels include access to any software maintenance, patch
and fix releases. For most products, Customer will have access to Teradata Support to obtain software
patches, fixes, and maintenance release updates for some customer-installable software, or (at Customer
request) Teradata will provide a single media copy at no additional charge. For software patches andmaintenance release updates that cannot be directly obtained, the necessary order information will be

13

provided on Teradata Support. Customer may replicate and/or apply the patches or maintenancerelease updates for each copy of the Software to which it pertains and for which Customer has paid theapplicable fees and licenses.

Software Maintenance and Support Following Discontinuation
Software code remedy maintenance will not be available on discontinued software. The availability of
support for discontinued products is not guaranteed and is dependent on the availability ofknowledgeable technical specialists and other resources necessary to support the product.

Software Maintenance and Support for Altered Software
Teradata provides software releases on a Generally Customer Available (GCA) basis to all customers.
Should Customer make changes to their designated software, the software will be referred to as“Altered.” Teradata does not provide software releases at any level, X, Y, Z, or n, that is developed
compatible with altered versions. Teradata does not warrant that new software will operate as Teradatastates it will in conjunction with altered versions.

Customer Installable & Upgradeable Software
For customer-installable software, which is Software that is available for Customer download via the
Teradata Support portal, Teradata will provide access to online Community Support user forum, which
offers support and discussion within the Teradata community. Teradata will also provide remote
installation assistance consisting of (i) guidance in locating (via Teradata Support) solutions to known
problems, (ii) information to resolve procedural problems, (iii) answers to frequently asked questions, or(iv) providing a solution that resolves the reported problem. Without limitation, such support does notinclude the following (which are considered out of scope: (1) remote installation, (2) step-by-step
installation consultation, (3) testing of Customer installed patches and maintenance releases, or(4) recovery of the Product or system after a failed installation performed by Customer. Unless specificallystated, Analytic Application products are not customer installable or upgradable. Customers are
expected to engage Teradata Professional Services for this activity.

Software Subscription / Software Upgrade Licenses
Through this service, Customer is entitled to receive major (X) and minor (Y) releases that are generallycommercially available for licensed software. Teradata subscription or software upgrade license include
Teradata database software, utilities, and mainframe tools that are covered under Customer’s
maintenance & support agreement and any paid license fees. Implementation of software is notincluded in Subscription or Software Upgrade Licenses.

Virus Protection Scanning Software
Teradata does not provide a bundled solution for virus protection scanning software and Teradata does
not provide consultation on configuration and software selection for any virus protection software.
Teradata is not responsible for viruses on Customer systems. If a virus is detected on a Customer’s system
hard drive(s), service to repair the system and quarantine the virus is out of the scope service of
maintenance and support. While Teradata will use commercially reasonable efforts to assist upon request
when a virus is detected on a Customer system, Teradata is not responsible for data loss relating to such avirus.

Teradata Applications
Teradata Managed Application, UDA, Analytic Application, and Other
Software Support Lifecycle
For Teradata Managed Application, Analytic Application, and Unified Data Architecture (UDA) software,
Teradata will provide software problem resolution services, which include code level maintenance, and14

any activity that provides existing corrections or workarounds to correct reported software problems forthe then current major/minor software release version. When Customer’s software release is no longer
current and Customer has not upgraded to the latest version, Teradata will offer support on a supportonly basis for the Support Only Period and such support may be subject to additional fees.
Current Managed Application and UDA Products in these categories include, but are not limited to,
Viewpoint, Data Mover, Unity, Ecosystem Manager, Workload Analytics, AppCenter and QueryGrid
software.
Analytic Application Products include: TWM (Teradata Warehouse Miner), CIM (Customer Interaction
Manager), RTIM (Real-Time Interaction Manager), TCIS (TD Channel Integration Services), DCM (Demand
Chain Management), MDM (Master Data Management), TAS (Teradata Analytics for SAP), TDE (Teradata
Decision Expert), and TVA (Teradata Value Analyzer).

Other Third-Party Software
Teradata Aster and Hadoop Software Support Lifecycle
Teradata’s Aster Software Support Policy is to provide 3 years of maintenance & support, from the
Teradata General Customer Availability (GCA) date, until the End-of-Maintenance date. Teradata’s
Hadoop Software Support Policy is to provide 3 years of maintenance & support, from the Hadoop
distribution vendor General Availability date, until the End-of-Maintenance date. During themaintenance & support period for Aster Database, Aster Execution Engine and Hadoop software
products, Teradata will provide software problem resolution services, which include code level
maintenance, and any activity that provides existing corrections or workarounds to correct reported
software problems for no less than 36 months from its availability date as determined above. Teradatamay, at its discretion, support additional releases but will not provide fixes or patches for such versions.
Teradata will provide Hadoop Support-Only service for expired Hadoop versions, provided that Hadoop
Support-Only cannot be renewed past December 31, 2021. Current contracts for maintenance andsupport offers for expired versions of Hadoop will be honored until the end of renewal date. Hadoop
Support-Only provides problem reporting, case creation, access to knowledge articles, and workarounds
on a commercially reasonable effort basis.

Third-Party Operating System Software Certification
Teradata’s policy is to test and certify all OS patches to guard against any potential impacts that may
result in system degradation or downtime. The testing cycle for an OS patch shall begin immediately
upon delivery from the OS vendor.
Teradata completes patch certification as soon as feasible after receiving the OS patch from the vendor.
Most patch certifications are completed in less than 35 days. Teradata uses its best efforts to complete
the most time-consuming certifications (patches to sensitive areas in the code) in less than 50 days.
In an emergency fix situation, Teradata will make e-fixes available on Teradata Software Server (TSS) withindays, with the expectation that the fix has not gone through the full certification process.
Teradata processes for notifying customers of new OS patches and posting the packages for download
shall remain consistent with this policy. Teradata does not recommend that customers apply any OS
patch to their Teradata system before it has been tested and certified by Teradata engineering.

Support for Third-Party Software
Support for third party software products is provided by the vendor unless Teradata has a specificarrangement with that vendor to provide support for the third-party software. When Teradata does havea specific arrangement with the third-party vendor and Customer contracts Teradata to provide support
for the third-party vendor’s product(s) the installation, implementation, upgrades & updates of the thirdparty software and firmware is Customer’s responsibility i.e., Backup and Restore (BAR) third-party
software and firmware. In cases where Teradata does not have a formal support relationship with the15third-party vendor Teradata does not perform any certification or testing of these software products. It is acustomer responsibility to determine if the software is certified by the vendor for use in the environment
they are deployed. Teradata will not assume any responsibility for installation, integration, maintenance,or support of third-party products even if they have been certified to work with a Teradata product.
In most cases, Teradata will agree with Customer installation and use of third-party software unless
Teradata has previously identified a compatibility problem. If Teradata identifies a third-party product tobe adversely impacting performance, compatibility or functionality, Teradata will recommend thisproduct be immediately disabled or removed and to contact the third-party vendor for support. If
Customer is unable to comply with the Teradata recommendation, such refusal could negatively impact
the level of support which Teradata provides and possibly nullify Customer’s support agreement with
Teradata.
As Teradata learns of issues with third party products, Teradata documents such issues and makes themavailable for customer viewing via Teradata Support. Any problem diagnosis and/or resolution causedby third party products will be considered “out of scope” with respect to Customer’s service agreement.

SAS Software
SAS is responsible for the installation of server and client-based SAS software. Teradata is responsible for
installation (and upgrade) of node resident SAS EP in accordance with the general rules and policies ofthe optional Teradata Software Implementation Service (SWI).
Upon completion of SAS EP installation, SAS is responsible for configuration, bring-up and tuning of theoverall solution. Once operational, SAS EP product support is the responsibility of SAS.

Global Support
Problem Resolution
Hardware Problem Resolution
Problem resolution for hardware is achieved when the equipment is returned to a ready-to-run state.
Implementing a Field Retrofit Order (FRO), a resolution (Fix) to a reported problem or other remedial
maintenance will not alter the original Case Severity.
If the problem resolution or an FRO requires the system to be inoperable, the problem resolution or FRO isgoverned by the original case Severity or FRO classification.
Therefore, in certain situations, where the resolution to a Severity 2 or Severity 3 case or an FRO
implementation require system downtime Customer will experience system unavailability without having a
Severity 1 case. Those outages would only be worked only during business hours (or at an additional cost if
requested to be performed out of hours).

Software Problem Resolution
Software problem resolution consists of: 1) guidance in locating (via Teradata Support) solutions to known
problems, information to resolve procedural problems and answers to frequently asked questions, 2)
recommendations to upgrade if solution is available in a later software release, 3) providing a temporary
workaround procedure to circumvent a problem until an e-fix/ code-level change is provided, or 4)
providing an e-fix/code-level change that resolves the reported problem. E-fix/code-level changes will
only be provided for supported releases of Database, Tools and Utilities/Client Software at Teradata’s
discretion.
Teradata software problem resolution does not include: (i) installation, (ii) step-by-step installation
consultation, (iii) testing of Customer installed patches and maintenance releases, or (iv) recovery of the
product or system after a failed installation performed by Customer.

16

Escalation Guidelines
Teradata support processes include escalation, notification and resolution guidelines. These triggers are
invoked based upon the severity of the case and impact to product performance. The guidelines are as
follows:
Severity 1

Severity 2

Severity 3

Severity 4

Severity 5

Definition

Mission criticalsystem is down,
corrupted, orso severely
degraded that
it is unusable
and requires
immediate
attention to
return system toservice

Production
System is up
andoperational,
but problem
has a severe,
on-going daily
impact tobusiness which
requires
immediate
engagement
and urgent
resolution
efforts

Problem has
mediumimpact tobusiness;resolution
efforts canoccur over the
next several
days(or Severity 1
Down Root
Cause)

Problem has
low impact tooperations;additional
research or
information isneededProblem
resolution isdeferred or to
be planned
mutually by
Teradata andcustomer

Resources

Immediate
Levels 1-3
Engagement

Immediate
Level 2 (or3)Engagement

Level 1 & Level
2 w/in 2 days

Level 1 &Level 2 w/in 5
days

As needed

Work Effort

Around-theClock*

Dedicated andContinuous
Efforts**

ManagedEfforts during
Center Hours(aligned tocustomer work
hours)

Practical
Effortduring Center
Hours

Planned Effort

Customer
Updates***Hourly or as
AgreedEvery 6 Hours or
as Agreed

Daily or as
AgreedEvery 5 Daysor as Agreed

As appropriate
to PlanBridge Call

Yes

No, or uponrequest with
Assigned
Service
Manager

No

No

No

Escalation to
Level 3

Immediate

No later than
12 Hours

No later than 3Days

No later than
7 daysAs needed

Closed Loop
Corrective
Actions

Yes (Teradata
Essential Only)

No

No

No

No

* Efforts as S1 will continue as long as meaningful progress can be made; Customer and system must also be available and engaged** Efforts as S2 will continue as long as meaningful progress can be made; If customer needed for further progress, customer/system must be
available*** Indicates Service Days (days customer has contracted for service)17

Communicating Status on Escalations
All Severity 1 cases are immediately escalated to the Shift Leader and any assigned Teradata customer
service representative(s), status of these problems will be provided to Customer hourly via a conference
call bridge. For Severity 2 and Severity 3 cases Customer can check the status by using Teradata Supportand selecting the appropriate View a Case option that meets Customer needs. Customer can also
request to automatically receive an email update notice for any case.

Escalation for Outages Beyond Approved Change Control Plans
For change controls that run beyond the scheduled outage on Production systems, Teradata will
immediately declare a Severity 1 case and manage as such until full system operation is restored. Oncethe system is restored, Teradata will review the case with Customer for the purpose of identifying ways toprevent a recurrence.

Case Management
When Customer creates a Severity 1 case, Teradata will immediately do everything possible to bring
Customer system to an operational state. In order to address Severity1 cases 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 caseseverity 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 cases.

Case Closure
Upon providing a solution to a Case, Teradata will request Customer agreement that the case be closed.
In those situations where Customer is actively engaged with Teradata when the solution is provided, andCustomer concurs that the solution solves the problem and/or answers the question, Teradata will closethe case.
If Customer is not directly engaged at the time the solution is provided (e.g., a customer is informed of thesolution via Teradata Support or an e-mail), Teradata will provide Customer the opportunity to agree toclose the case. 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 a case was not cured,
Teradata will close the case as “transferred to Customer.” These cases will be visible in Teradata Support
as “Transferred to Customer” for a two-year period.
Teradata will also close a case 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 case), Teradata does not receive the requested information,
Teradata will close the case as “cancelled by customer”. Customers will be given 7 days to respond to arequest for a Severity 3 case and 14 days to respond to a request for a Severity 4 case.
A solution to a case is defined as follows:
Software case:• 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
Hardware case:• The needed configuration change is completed• The hardware repair/part replacement is completed/installed

18Change Control Requests
Teradata requires notification by Customer no less than 28 days prior to a change to develop a change
control plan.

Customer Responsibilities
Customers are responsible for meeting certain obligations to enable Teradata to provide service. If theobligations 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 case 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 thirdparty 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
Teradata requires a remote connection to Customer’s system(s) for the delivery of all services capable ofbeing delivered remotely. Customer must agree to allow Teradata and its support partners to accessCustomer’s system to enable a remote connection as well as the use of Teradata Support Tools (asdetailed below). In addition, upon request from Teradata, Customer must provide any login andpasswords that are required to access the applicable system(s) remotely. If Customer refuses installationor, at any time, not allow Teradata full utilization of a remote connection via ServiceConnect, ServiceLink,
or a high- speed business-to-business virtual private network connection, then the SLAs associatedPremier Support are null and void and any Optional add-on Support and services capable of being
delivered remotely will not be provided- “There will be no onsite delivery of services capable of being
delivered via a remote connection.”
For integrated Teradata hardware and software platforms, in the event Customer does not allow
Teradata ServiceConnect, Teradata ServiceLink or a high- speed business-to-business virtual private
network remote connectivity required for Premier Support, Customer will be subject to an additional fee(in addition to the annual Premier Support fee) associated with on-site service delivery.
For Teradata Software-Only (e.g., TD_VMware or Do-It-Yourself Public Cloud), in the event Customer does
not allow Teradata ServiceConnect, Teradata ServiceLink or a high- speed business-to-business virtualprivate network connection remote connectivity required for Premier Support, Customer will be subject toan additional fee (in addition to the annual Premier Support fee) associated with on-site service delivery.
In addition to the remote connectivity, if the Teradata Support Services Tools Suite and/or Teradata Vital
Infrastructure (TVI) are not fully enabled, the full functionality of Teradata support and applicable services
with the highest levels of security and automation cannot be delivered, and Customer will be responsible
for managing those services, such as: Change Control Automation, notifying Teradata of all faults andalerts within 24 hours using teradata.support.com, and providing all event log information. This remoteconnectivity is also required for our support partner’s monitoring/report tool suite.
Remote Connectivity ServiceConnect™
Teradata’s standard remote connectivity solution is ServiceConnect, which is included with the Teradata
Support Services Tools Suite. Customer must allow connectivity for Teradata ServiceConnect and theSupport Services Tools Suite for Teradata to provide and optimally secure and19automated remote support and other services solutions between Customer’s system and Teradata.
At no additional cost, Teradata will install and connect the Teradata Support Services Tools Suite toenable the highest levels of security and automation to deliver remote support and other services on the
Teradata system.
The Teradata Support Services Tools Suite includes:•ServiceConnect, used to enable secure connectivity and remote support and services•

Teradata Support Portal, support.teradata.com, used to leverage Teradata’s Customer Service
Management and to enable Tickets (Case, Incident, Change Request, Service Request, Alerting and
more)

•

Teradata Support Agent (TSA), enables automation and self-service•

Telemetry Collection Agent (TCA), enables system telemetry gathering and analytics•

Monitoring software as required, enables event and alert management•

Secure Password Vault (SPV), enables the secure storage of credentials used to access systems•

Performance Data Collection and Reporting (PDCR) and Viewpoint, enables system monitoring andalerting

Customer is required to provide Teradata system access to install the Teradata Support Tools suite toinclude, but not limited to, the requirements below:•

Connectivity through ServiceConnect•

Teradata Viewpoint Server on a currently supported software version with available space•

Teradata Server Management with connectivity to support.teradata.com

Teradata will install The Teradata Support Tools Suite will with Teradata recommended thresholds forsupport and other applicable services following any Customer Change Control requirements. Teradata
will provide frequent updates to these tools to continuously improve the level of provided security,
automation, and outcomes.
Teradata may utilize or develop certain computer programs, data, scripts, documentation, tools, and othermaterials that Teradata uses to deliver Support and Services, including but not limited to, the Teradata
Support Services Tools Suite. Teradata tools are the confidential and proprietary intellectual property of
Teradata, and do not constitute “Products” under the applicable agreement and are not licensed ortransferred to Customer.
These tools may not be copied, transferred, disclosed, or used by anyone other than Teradata without
Teradata's prior written consent, and no rights or licenses will be implied. Teradata may install, update,change, and/or remove Teradata Tools at its discretion including at the end/termination of any Service
Agreement.
Teradata warrants that Teradata Tools installed will not: (i) cause Equipment or Software to fail to conformto those applicable Equipment or Software warranties as expressly stated in the Agreement; (ii) infringeon third party intellectual property rights; (iii) access Customer data.
If Teradata Tools do not conform to either or both warranties, then Teradata will either change the tools
so that they conform or remove them. In all other respects, Teradata Tools are “AS-IS.” These are
Teradata’s exclusive obligations, and Customer’s exclusive rights and remedies, with respect to Teradata
Tools.
Remote Connectivity ServiceLink™ and Virtual Private Network
For some products with Software Only Support, Customer may utilize Teradata ServiceLink remoteconnectivity between Customer’s system and Teradata to enable remote support and other remote
services.

20

For support and services 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. If token access is a security requirement for remoteconnectivity in Customer environment, Teradata will charge additional fees if required to manage thetokens for Customer.
The use of ServiceLink or VPN remote connectivity limits the enablement and functionality of some of thetools within the Support Services Tools Suite limiting automation, security enhancements and featurecapabilities that will require Customer take responsibility for coordinating support and services delivery.

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 fromservice, 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 fromany 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 newmaintenance & 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 andremovable 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 Support to check the status of change controls andcases. Customers must 1) assign a reasonable number of trained personnel to act as support contacts tointerface with Teradata’s Customer Services group, 2) check Teradata Support for support and Productdiscontinuation notices and, 3) identify any target software and/or firmware patches and releases (otherthan 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.

21

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

Initial Problem Resolution
Customer must attempt to isolate and document problems and use Teradata Support to check for
known corrections to a problem, track case statuses, to submit and update all Service cases 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 ofproblems, downloading and installation of software patches, retrieval and transfer of system logs/files, reinstallation of existing product and participation in tests for fixes.

Optional Services
Parts
On-Site Parts Service
With On-Site Parts Service, Teradata Customer Support and Services will analyze Customer’s specific partsneeds, 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 suchpackaging. 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 theircriticality 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 arelevant 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

22then-current change control management and implementation process and are subject to any remoteconnectivity requirements. At Teradata’s discretion, any operating system, firmware updates, or othersoftware 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, andPublic Cloud Do-ItYourself (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 theevent a new instance is required for compatibility purposes, i.e., database oroperating 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.

BAR Software Implementation Service (SWI)
Teradata will provide remote implementation of BAR software releases covered by the relevant Orderand 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 thencurrent change control management and implementation process and are subject to any remoteconnectivity requirements. Any operating system, firmware updates or other software upgrades areoutside of the scope of BAR SWI. Customer must provide Teradata at least 28 days advance notice of achange 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 theenterprise Backup and Recovery suite (NetBackup / NetVault) softwareand fixes

Hadoop Appliance Software Implementation
Teradata will provide personnel who will provide remote implementation of the “Teradata ApplianceHadoop 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 avalid 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 that23

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 toenable 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 andapprove 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, andall 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 allnecessary fixes (Efix)
Excludes any Hadoop Majors (X), Security or Professional Services that
may be required as part of an upgrade

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 theHypervisor 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 toplatforms 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 andTeradata 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 determinesthat the patch is necessary for the customer's system, the customer will be notified via the support portal,

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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 locatedon 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 isrestored 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 theperformance 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 andpending during the reporting period listed, including the number opened during the reporting period, thenumber 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 theimplementation 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 and25

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 thesemeetings 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. Thesemeetings 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 toensure 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 withescalating 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 thedelivery 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 softwareand 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

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(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 timea 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 andmay 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 tocertain remote and/or restricted access requirements by Customer that preclude delivery of theservice.

Software Release Management
On a quarterly basis, Teradata will review new certified Teradata maintenance release updates (Z) andfixes 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 bestpractices. 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.
•

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Requires remote connectivity. At Teradata’s discretion, this service may not be delivered due tocertain remote and/or restricted access requirements by Customer that preclude delivery of theservice.