You’ve Never Seen Your Business Like This Before
24-Hour Incident Reporting
Teradata University Web-Based Support Plan
Support Document for Teradata Applications accessible from Teradata
University Network / Teradata Student Network
24-Hour Incident Reporting
Teradata’s Approach to Incident Management
If you encounter a problem that you are unable to resolve, experienced Teradata Customer Service Representatives are available
to help. When you use the Global Incident Management system on www.teradataatyourservice.com, your local service center
will begin working to resolve the incident with you. The following section details the different stages of the incident lifecycle and
how these pieces come together to complete the puzzle of Incident Management.
Prior to Contacting Teradata Services
Logging an incident through the Web is all you need to do to engage support. There are a few things you should validate prior to
contacting Teradata. Following these guidelines will allow you to decrease your time to incident resolution.
The first step to take when your Teradata system is not functioning properly is to explore the problem. The list of checkpoints
below can be used to help you explore the problem.

Check to see if the problem has occurred before. You may find a fix or helpful background information by searching
your incident history and current incident list. To search your current incidents, login to
www.teradataatyourservice.com and click on the Quick Link entitled “I want to view an incident”.

Attempt to reproduce the problem documenting the steps to ensure it was not a missed step.

If the problem is reproducible, determine if any changes have recently been made to the environment, such as:


Changes to the Hardware configuration

Software versions, operating system, network

Security – database, application, network
Determine if the problem is a random occurrence or if it can consistently be reproduced.
1
You’ve Never Seen Your Business Like This Before
Creating an Incident
Creating an Incident
The best way to engage Teradata Customer Service is by using the Incident Creation feature of www.teradataatyourservice.com.
To logon and create an incident using Teradata @Your Service, follow the steps below:
1.
Use a web browser and connect to www.teradataatyourservice.com
2.
Login your email address and password. (This is the same that you would use for Teradata University Network.)
3.
Under Quick Links, use “I want to create an incident”.
4.
Under “Option 1 – Create a Call” click “GO”
5.
The information needed is already in your profile. Please leave all fields blank and select “GO”.
6.
Click on the store name “TUN1”.
7.
Input all required information with a description of the problem. Under step 3 click “GO”
8.
Under the Knowledge checklists, select “Other/Non Identified Checklist”. Fill in a description of your problem, then
submit.
9.
Under Product Knowledge click “Next”.
10. Under Create Call for San Diego, fill in step 2 and then click “GO”.
11. Once submitted, you will see a confirmation screen.
Customer-Defined Incident Priorities
When you initiate contact with Teradata to report a problem, you set the priority of the incident. This determines which incidents
are the most critical to your operations. The below guidelines are used to define the different priorities.
Priority 1: Critical - A problem which critically impacts the users. A significant number of users of the system and/or
network are currently unable to perform their tasks. The system and/or network is down or severely degraded. A system
or major application is totally down.
Priority 2: Significant - A problem that causes a significant impact to the users. May be repetitive in nature. A function
of the system, network or product is impacted which impedes our ability to perform our tasks.
Priority 3: Minor - A problem that negligibly impacts the ability to do business. These calls also include current
product and services usage questions, questions about the installation, and general consultation.
2