The 24x7 support available via Teradata Premier Cloud Support is provided through a highly trained group of Teradata experts across the globe. If a customer’s site has certain restrictions, Teradata Premier Cloud Support response service level agreements (SLAs) may not be applicable. Examples of support restrictions include policies such as, "Only US citizens on US soil can provide support to us,” or "Remote access to Teradata nodes for troubleshooting is not allowed.”
In these cases where restricted support is required, additional approvals will be required before Teradata can provide the level of support that meets restricted requirements and the support SLAs that such customers are looking for. For more information about restricted support, please email restricted.sites@teradata.com.