Teradata Customer ServicesOur Difference is in the Details

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Invest in skills development, deep

technical talent and people excellence

People

Teradata Customer Services

MissionDeliver single source service to maximize the value and availability of the customer’s total Teradata investment

Provide competitive and flexible services offers

meeting the needs of our customers

Portfolio

Utilize best in class service infrastructure that

yields a valuable customer experience

Architecture

Enhance products, tools and processes to drive

continuous service delivery improvement

Operations

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Through continued investments in our service delivery resources, support infrastructure, and products

What We Do ...

The Value of Customer Services

How We Do It ...

Deliver Services that Maximize the Power and Value of your Teradata Solution

– Flexible Support

– One-Stop Support

– Proactive Support

– Technical Excellence

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Teradata Customer ServicesGlobal Technical Support Locations

Global Capability

• Over 750 support personnel

• Located in more than 100 cities

• In-country support in local language

Raleigh, NC

San Diego, CAEl Segundo, CA

Hyderabad, India

Toronto, ON

Kuala Lumpur, Malaysia

Tokyo, JapanCairo,

Egypt

Columbia, SC

Sydney, Australia

Regional Support Center (RSC)

Research & Development Engineering

Global Support Center (GSC)

Global Support Center (GSC) HQ

Beijing, China

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Field ServicesField Services

Global Service OperationsHow we deliver effectively & efficiently!!!

• System Health• Software Release Mgmt• Critical Patch Review

• Consistent Execution• Minimize Risk• Expert Review

Recommend

Collect

Analyze

Global Remote Services

Cairo

Primary deliverables:

Approve

Create

Plan

Global Remote Services

AMR APJ EMEA

Proactive

Kuala Lumpur

AMR APJ EMEA

Field Services

Low Risk

Primary deliverables:

Complex

Change• Entry for all Incidents• Incident Ownership• Scope Fidelity

Reactive

Global Remote Services

GSC/CSO

Escalate

Resolve

Dispatch

AMR APJ EMEA

Primary deliverables:

Global Consistent Process Execution

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Teradata Global Support CenterAchieves 6th Consecutive Certification

• SCP defines and measures 100 business elements in 12 major sections.

• Met 12 of 12 business categories and out scored 11 of 12 categories.

• Overall score of 123% surpassed the certification target score of 100% and beat the SCP benchmark score of 115%.

• Tools, Technologies and Performance Metrics received the highest possible scores.

• Service Capability & Performance Certification - an international program that defines best practices for delivering world-class support.

Business Sections Evaluated

Planning and Strategy

Customer Feedback

Financial Management

Employee Development

People Programs

Total Quality Management

Service Delivery Processes

Performance Metrics

Tools and Technologies

R & D Interface

Sales and Services Interface

Service Partner Management

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Teradata Customer Services…Our difference is in the details

Exp

eri

en

ce

Infrastructure

Best P

ractic

es

AvailabilityService Portfolio

People

Service Management

Service Architecture

Flexible Offers World-Class Infrastructure and Processes

Experienced and Certified Designed for Data Warehousing

I s

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Portfolio of Services That Maximize Availability

and Minimize Risk

Service Portfolio• Provides flexible, cost effective service offers that can

augment your organization • Designed to provide services that minimize risk and

maximize availability• We partner with customers to ensure system use and end

user productivity

Teradata Customer Services …Our difference is in the details

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Teradatas Availability Management Services …A Closer Look at the CS Portfolio

Availability Management

“Minimizes Risk, Maximize Availability”

> Backup Archive and Restore Im plem entation

> BAR Optim ization> Disaster Recovery Consulting

> System Installation

> Deploym ent/Relocation

> Environm ental Assessm ent

> Secure Support> Hot Standby Node> Fallback> Large Cliques> Disk Scrubbing

> Data Archive> Active/Active> Active/Standby> Disaster Recovery> Hosted Site> Test/Developm ent

> HW /SW Updates> Upgrade Validation and Planning

> Subscription> ServiceLink

> Enterprise System Support

> Database SW W eb Support

> Application

> System Optim ization> Operational M entoring> Softw are Im plem entation

> Data M igration> M anaged Services

Availability

> Backup Archive and Restore Im plem entation

> BAR Optim ization> Disaster Recovery Consulting

> System Installation

> Deploym ent/Relocation

> Environm ental Assessm ent

> Secure Support> Hot Standby Node> Fallback> Large Cliques> Disk Scrubbing

> Data Archive> Active/Active> Active/Standby> Disaster Recovery> Hosted Site> Test/Developm ent

> HW /SW Updates> Upgrade Validation and Planning

> Subscription> ServiceLink

> Enterprise System Support

> Database SW W eb Support

> Application

> System Optim ization> Operational M entoring> Softw are Im plem entation

> Data M igration> M anaged Services

Availability

Availability Management Framework

• Environment:Physical conditions in data center

• Infrastructure:IT assets, architecture & compatibility

• Technology:HW/SW Models and versions

• Support Level:Coverage hours, response times, proactive processes

• Operations: Daily administration of the system and database

• Data Protection: Processes and features that minimize or eliminate data loss

• Recoverability:Strategies and processes for back-up archive, restore data or complete system recovery

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Availability Management ServicesEnvironment – System Installation

• Benefits> Immediate system availability> Minimal disruption to business

routine> Quality system implementation

based on your requirements/schedule

> Reduced risk of out-of-box failures, accurate installation of all system components

Teradata certified experts install the system and make it available for use as soon as possible

Availability

System Installation

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World-Class Infrastructure and Processes for Business

Critical Operations

Service Management• An experienced and tested service management

organization that have deep service operations knowledge

• The team utilizes proven processes, tools and collaboration for fast problem resolution

• Obsessed with continuous improvement through disciplined close loop corrective action (CLCA)

• Global metrics, analysis and management to ensure service excellence

Teradata Customer Services…Our difference is in the details

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Teradata Customer Services… A Closer Look at Service Management

• Release Patch• Certification lists• Downloads• Version comparison

• FRO discovery• Parts ordering• Installation• Tracking• Recover cost

• Submit Incident• Track status• Search knowledge• Create knowledge• Replace hardware• Update incident• Close incident

• HW/SW Quality• Deep failure review

• System Readiness Check• Installation• Configuration • Change Controls

• Service Perf. Report• System Avail. Report• TPS Compliance• DR ReportApplicable Patches

• System Health Report

• Replace degrading components

• Notifications

Service Delivery ComponentsField

RetrofitOrder (FRO)

Mgmt

Install orUpgradeSystem

CustomerReporting

ProductAnalysis

Services Quality Improvement Team (QIT)

SoftwarePatchMgmt

IncidentMgmt

ProactiveService

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Tools and Technology That Delivers Proactive System

Management

Service Architecture• Uniquely designed for delivering data warehouse service • Focused on proactive resolution through the use of

system health checks (Business Critical only)• 600+ built in thresholds that monitor system wellness • An architecture that automatically creates incidents that

minimizes resolution time and customer involvement

Teradata Customer Services …Our difference is in the details

I s

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Teradata Vital Infrastructure …A Closer Look at the Architecture

• Teradata Vital Infrastructure is embedded, proactive support software available on each Teradata platform – at no additional cost> 62-70% of incidents are discovered via

Teradata Vital Infrastructure

• Features> Regularly collects asset data (with VPN)> Constantly monitors events> Identifies risk data patterns/ trends> Detects fault alerts

– Records fault events– Creates automatic incident reports– Sends/ tracks alert notifications

• Benefits> No additional cost> Faster incident resolution using proactive support tool vs. no such tool> Automatic threshold monitoring, trend analysis, and incident creation> Proactive – System learns and reacts when it recognizes a familiar event> Customizable notification (email, pager, or cell phone)

Node1 Node2 Node3 Node4 Node1 Node2 Node3 Node4 Node1 Node2 Node3 Node4 Node1 Node2 Node3 Node4

Dual BYNET I nterconnects

Node1 Node2 Node3 Node4 Node1 Node2 Node3 Node4 Node1 Node2 Node3 Node4 Node1 Node2 Node3 Node4

Dual BYNET I nterconnects

CommunicationGateway

AWS

Customer Support

TVI A TVI A TVI A TVI A

TAS

TVIA (Agents) reside on each node

TAS (TVI Administrative System) resides on AWS

AWS/SWS

I s

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Highest Levels of Experience, Training

and Skills

* Service Capability and Performance

People• Experienced support team with knowledge of

your system• Fast, professional and quality service• Trusted advisor that serves as an extension of your team• Individuals that understand and are committed to your

business • Teradata “service certified” averaging 12+ yrs

experience

Teradata Customer Services …Our difference is in the details

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DatabaseSoftware

Client/ BARSoftware

GMAssistant

Chief Support Office

Platform/ OSApplications

•Teradata Database

•Utilities

•Mainframe

•Network

•ODBC

•JDBC

•3rd Party SW

•BAR

•Hardware

•AWS

•UNIX

•LINUX

•Windows

•PDE

•CCL

•TVI

•Teradata CRM

•Teradata DCM

•Teradata VA

•Teradata Warehouse Miner

•AE

•SCI

•DPS

•Interface to regional CS

•Technical escalation

•Code-level support

•Crisis mgmt•System CC•Complex

system•Performance•Global relation

mgmt•Sr. mgmt

escalation•Expansion

upgrades

•Quality & performance metrics

•Process improvements

Organizational structure ensures specializationand cross-functional coordination

Global Support …A Closer Look at our People

Blend of product Generalists & Subject Matter Experts delivering effective remote global collaboration

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For more information visit ….

http://www.teradata.com/t/services/customer-services/

Thank You!