Teradata Product Support Policies
Revision History
Revision313029

Date

9/1/24

SectionTeradata Essential > Teradata
Education Checkbook

Synopsis
Removed section | Access to an Education Checkbook is nolonger included in the Teradata Essential offering.

Software Implementation >VMware Hypervisor
Patch/Upgrade for Teradata
Solutions Powered by Dell

Introduction of new VMware Hypervisor Patch/Upgrade
service for Teradata Solutions Powered by Dell.

Overview

Added Teradata Solutions powered by Dell to the list ofproducts these policies apply to.

Premier Cloud Support

Eliminated the mention of local language support to avoidconfusion, as this feature is exclusively offered in Essential.

Extended Application
Maintenance (EAM)

Offer discontinued in 2020.

Teradata Essential

Excluded the mention of “mentoring” from the Teradata
Viewpoint Setup and Review section. Instead, customers can
now access self-service documentation containing thisinformation.

Support for Solid State Drives(SSD)

Updated section to align with the company’s direction of
support for 5 years, no longer dependent on endurance
threshold limits.

Batter Replacement

Removed section as this is no longer applicable to Teradata
systems and solutions.

4/12/24

11/17/23

Overview

28

Add verbiage to make it clear that the Product Support
Policies are not applicable to VantageCloud solutions.

Essential

Updated reporting sections to align with the new capability
that is now being made available via Support Portal
dashboards; Added sections to describe the Service Advisory
and Support Management activities

BAR Software
Implementation (SWI)

Removed reference to Tier Archived Restore Architecture(TARA) – which went EOL Feb 2021

Coverage Hours andResponse Times

Removed reference to coverage not being available on Data
Domain BAR products

Overview, Coverage Hours andResponse Times, Premier CloudSupport, Hardware Support
Lifecycle, Remote Connectivity

Added verbiage to include third-party equipment as part ofthe list of hardware covered by the Teradata Product Support
Policies terms and conditions

6/1/23

2726252423

Premier Software Only Support

Updated the Response Time for Severity 3 cases under the24x7 Priority plan to Next Business Day

Teradata Essential

Added Teradata Education Checkbook entitlement details tothis specific section – previously it was under the Teradata
Success Services category

Teradata Success Services /Performance & Optimize

Offers discontinued in 2022

Critical Patch Review

Added sentence to clarify that Critical Patch Review is notapplicable to Public Cloud DIY. Patches for Public Cloud DIY
are made available in the quarterly maintenance release

Vantage Limited Upgrade
Service / Essential

Updated section to remove the previous limitation ofmaintenance/patch only availability for Public Cloud DIY.
Major/minor upgrades are now included.

Update specific to Chinesetranslated version

Removed a China-specific SLA limitation that was noted
regarding onsite response time. No longer a limitation.

Remote Connectivity

Removed the US pricing details related to the no-remoteconnectivity uplift fee – as it varies by region

Teradata Success Services

Slightly modified Teradata Checkbook wording to be more
succinct and easier to understandTeradata Success Services:
Performance Data Collection
Reporting (PDCR) Configuration

Added verbiage to clarify that PDCR upgrades will be provided
when a major PDCR update occurs

Cover Page

Updated Revision History & Policy PDF URL links

Remote Connectivity

Updated section to align with Teradata’s Remote Connectivity
policy – which requires Remote Connectivity to deliver
services capable of remote delivery. There is no longer anoption to pay an additional uplift for remote services locally.

Product Moves, Adds, orReinstatements

Removed reference to the Teradata Operations Management(TOM) agent as it is no longer relevant

Extended Teradata Database
Maintenance (EDM) Period

Added the “EDM is subject to additional fees” verbiage to thisspecific section of the document

Teradata Success Services:
Software Implementation

Added the “Do It yourself (DIY)” descriptor to thePublic Cloud reference

2/13/23

11/15/22

3/31/22

1/1/22

10/15/21

2221

Premier Support

Added a paragraph to clarify that refusing the use ofautomation tools becomes the customer’s responsibility

Hardware Support Lifecycle

Removed the (7) years of support verbiage for government
contracts – no longer a requirement

Extended Teradata Database
Maintenance (EDM) Period

Added DIY Public Cloud deployments to the list of not eligible
for EDM services

Support for Third-PartySoftware

Clarified responsibility with third-party vendor arrangements(i.e. Backup and Restore (BAR) third-party software andfirmware)

Teradata Success Services

Removed typo related to the Checkbook credit amounts

Teradata Success Services:State of Health ReportingTerminology Updates
throughout entire policy

Updated verbiage to let users know that reporting isaccessible via support.teradata.com
To support the introduction of the new portal, changed all"Teradata Access" references to "Teradata Support" portal
and changed “Incidents” to “Cases”

Operating System

Added verbiage to clarify policy on third-party security scans

Customer Installable &Upgradeable Software

Provided additional details on where users can find support via Community Support user forum

Teradata Aster and Hadoop
Software Support Lifecycle

Extended Hadoop Support-Only service for expired Hadoopversions to December 2021

Teradata Success Services

Added new entitlement verbiage for
Teradata Education Checkbook

Overview

Introduced Teradata Vantage

Parts Usage

Added verbiage to clarify that failed parts become property of
Teradata upon removal

3/8/21

11/1/20

Teradata Applications20

7/1/20Added clarifying verbiage regarding Support Only Period
Incident Severities / Escalation
Guidelines
Teradata Essential: PDCR
Configuration
Teradata Applications

19

4/1/20

Remote Connectivity

Added the new “Severity 5” case assignment and definition
Added verbiage to clarify that PDCR entitlement includesinstallation and migration of Customer’s PDCR data into thelatest PDCR version
Updated list of categories for Current Managed
Application and UDA Products
Policy updated to reflect fees associated with no remoteconnectivity support for Teradata SW Only

Vantage Limited Upgrade

Table of Contents
18

1/10/20

Installation of Hardware
Engineering Changes or Field
Retrofit Orders (FROs)

Added verbiage to clarify that offering is also available tocustomers with exclusively Do-It-Yourself Cloud platforms
Structure updated to align with new webpage format
Clarified that 24x7 installation service is available forCustomers with 24x7 Priority or Business Critical entitlement

171615

11/1/19Premier Kylo Support

Offer discontinued as of September 30, 2019

Teradata Aster and Hadoop
Software Support Lifecycle

Additional verbiage added to clarify timeline and scope ofHadoop Support-Only service for expired Hadoop versions

Remote Connectivity ServiceConnect™ andServiceLinkTM

Verbiage added to clarify Teradata’s policy on remoteconnectivity requirements for Optional Services (i.e. Teradata
Success Services & Vantage Limited Upgrade)

Teradata Software
Implementation Service (SWI)

Offer discontinued as of September 30, 2019

BAR Software Implementation
Service (SWI)

Moved BAR content from Teradata SWI section into a new
section specific to BAR SWI

Critical System Management

Offer discontinued as of September 30, 2019

Teradata Success Services

Added verbiage reiterating remote connectivity requirements/ Noted exceptions where BAR service is provided if covered
under the Essential “Customer-Level” program

Teradata Database Software
Support Lifecycle

Clarified Teradata’s continuous lifecycle policy for full support,
Extended Database Maintenance (EDM) and Support Only

Vantage Limited Upgrade

New Service Offer now globally available

Teradata EssentialIntroduced new Essential “Customer-Level” option

Teradata Viewpoint
Setup and Review

Additional verbiage added to clarify the scopeof this service deliverable

Monitoring and DiagnosticTools

Clarified requirements related to Monitoring and
Diagnostic Tools/Agents

Teradata Success Services:Optimize

Added coverage windows for
Teradata Success Services: Optimize

7/1/194/19/19

Revision History

Removed partial “Revision History” table
Update Extended Database Maintenance (EDM) policy – policy
remains 3+2 but no longer called 3+1+1 – all years during theEDM period chargeable
Introduction of new Teradata Success Services
Changed: “Teradata At Your Service” to Teradata AccessUpdated: Monitoring and Diagnostic Tools section withTeradata Success Services requirements

143/13/19

Teradata Database Software
Support Lifecycle

131/8/19

Teradata Success Services

Consolidated Premier Appliance & Premier Warehouse into asingle Premier Support offering
Update Extended Database Maintenance (EDM) policy – policy
remains 3+2 but no longer called 3+1+1 – all years during theEDM period chargeable
Removed limit on Major / Minor upgrades for TD on VMware.
Software Implementation and Critical System Managementincludes all Teradata Database releases

1210/30/18

Hardware Services
Software Services

Note: Certain Teradata Software Products contain avirtualized OS that is considered part of Teradata Software(e.g. TDVM) and not the hardware platform.

1110/30/18

Premier Cloud Support

Added: At a minimum, Customer must allow WebEx or Secure
Shell (SSH) type connections as requested by Teradata forsupport.

106/5/18

Premier Warehouse &Appliance Support

Added: Severity 3 incidents for HW receive 24x7 coverage and30-minute remote response

Premier Kylo Support

Updated: 9x5 – Remote Response: 9 hours for Severity 1 and 2incidents; Next Business Day for Severity 3 and 4 incidents
9x5 Foundation – Remote Response: Severity 1 and 2incidents NA; Next Business Day for Severity 3 and 4 incidents

Exclusions

Added: Problems resulting from disabling the Fallback featurein certain configurations are not covered

Cover page

Added link to current Product Support Policies version

Overview

Added Teradata’s follow-the-sun support model

Premier ThinkBig Support

Changed: to Premier Kylo Support, coverage and response
times; Removed: Enterprise, Standard names & references toThinkBig

Coverage Hours and Response
TimesRemoved: “customer” prior to service representative on 2ndparagraph

Hardware Services

Added: Installation of certified OS fixes is not to exceed aquarterly calendar cadence

Database Support Lifecycle

Clarified lifecycle support policy for TD 16.10 and later
releases

Extended Teradata Database
Maintenance (EDM) Period

Clarified inclusion of TTU in EDM
Updated for TD 16.10 and later releases

Critical System Management

Updated to include CSM services for Hadoop Appliancesystems
Clarified that Teradata will inform customer of changes toProduct Support Policy

91/15/18

87

10/20/17

7/20/17Premier SW Only Support

Premier ThinkBig Support

Added “Teradata Analytic Applications”
Clarified local language support with Critical System
Management
Clarified support for Apache NiFi

Extended Database
Maintenance

Added EDM service can be made available for additional
releases at Teradata’s discretion

Teradata Aster and Hadoop
Software Support Lifecycle

Clarified Hadoop Support is 36 months from distribution
vendors General Availability

Teradata Managed Application,
UDA, Analytic Application, andOther Software Support
Lifecycle

Added: Teradata Warehouse Miner”

Software Implementation(SWI)

Clarified Teradata SWIClarified ServiceConnect is required for Pubic Cloud

Hadoop Appliance Software
Implementation (SWI)

Added new service offer

Database Support Lifecycle
Database Support Only Period
Remote Connectivity

Added “crash dump analysis performed”
Added “no crash dump analysis performed”
Clarified ServiceConnect, ServiceLink and other connectivity
methods
Clarified all support is in English “unless Customer has Critical
System Management service”

Premier SW Only & Premier
Cloud Support
64/17/17

Overview
Premier Support
Premier SW Only Support
Premier ThinkBig SW Support
Coverage Hrs & Response
Software Services

Access to Software
Maintenance & PatchesCustomer Installable &Upgradeable Software
Software Subscription
Problem Resolution
Exclusions
Critical System Management
51/17/17

Software Services
Premier Support

Clarified subscription-based software licenses
Replaced Teradata holidays with local observed holidays
Added Analytic Application coverages
Added 9x5 Foundation option; deleted HDF from Expert
Services
Added “except as noted above” to refer to Analytic
Application coverages
Added non-site specific code level maintenance for Teradata
Database XX.00, XX.10, XX.50 and XX.60 releases; added
Analytic Application support lifecycle; added extended
application maintenance (EAM)
Added ”for most products” have access to Teradata At Your
Service
Deleted “covered by an order for support” to accommodate
subscription-based licenses; added Analytic Applications are
not customer installable
Added Software Upgrade Licenses
Replaced Software Enhancements section with Incident
ClosureAdded “For Analytic Application Software, modifications orcustomizations by Teradata Professional Services”
Clarified deliverable differences for IntelliCloud, Public, andPrivate Cloud systems
Clarified lifecycle support policy forTD 16.00 and later releases
Added Premier ThinkBig Software Support410/18/16VariousPremier SW Only
Premier Cloud Support

Problem Resolution
Hardware Services
SWI & CSM
CSM

Deleted “production” from Severity 1 incident definition
All support for TVME is English only
All support is in English; Clarified Sev1 & 2 are phone only;
added 24x7 Priority Option
New lifecycle support policy for TD 16.00 and later releases
Clarified Aster Execution Engine support lifecycle
New UDA software support lifecycle
Added SAS software support
Deleted TVME and Public Cloud as part of SWI Complete
Clarified CSM includes SHC for Premier SW Only or CloudSupport systems
Clarified CSM includes only remote SW installation ofmaintenance and patch/fix releases for TVME, public &private cloud systems
Added Tech Alerts and SWI for non-Hadoop and OS software
Added TTU, TMS Applications SW Support lifecycle
Separated Teradata Aster & Hadoop SW Support Lifecyle
Clarified Escalation & Notification Guidelines
Added FRO references
Clarified products included in SWIClarified Availability reporting only for Teradata Database

Software Services

Software Implementation
Critical System Management3

7/15/16

Hadoop Hardware Plus
Software Services

2

4/1/16

Cloud Support
Critical System Management &Hadoop Hardware Plus

New section/updated CSM
Changed “Assigned Customer Support Representative” to“Assigned Service Management”

1

1/15/16

AllNew