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 third-party 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.
Teradata requires a remote connection to Customer’s system(s) for the delivery of all services capable of being delivered remotely. Customer must agree to allow Teradata and its support partners to access Customer’s system to enable a remote connection as well as the use of Teradata Support Tools (as detailed below). In addition, upon request from Teradata, Customer must provide any login and passwords that are required to access the applicable system(s) remotely. If Customer refuses installation or, 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 associated Premier 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 virtual private network connection 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.
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 and alerts within 24 hours using teradata.support.com, and providing all event log information. This remote connectivity 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 the Support Services Tools Suite for Teradata to provide and optimally secure and 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 to enable 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 and alerting
Customer is required to provide Teradata system access to install the Teradata Support Tools suite to include, 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 for support 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 other materials 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 or transferred 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 conform to those applicable Equipment or Software warranties as expressly stated in the Agreement; (ii) infringe on 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 remote connectivity between Customer’s system and Teradata to enable remote support and other remote services.
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 remote connectivity in Customer environment, Teradata will charge additional fees if required to manage the tokens for Customer.
The use of ServiceLink or VPN remote connectivity limits the enablement and functionality of some of the tools within the Support Services Tools Suite limiting automation, security enhancements and feature capabilities 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 from service, 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 from any 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 new maintenance & 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.