Teradata Customer Service Enhances Support for Data Warehouses

Business Wire, Oct 10, 2007

ServiceLink Enables Immediate Support for Highly Available Data Warehouses

LAS VEGAS -- Teradata Corporation (NYSE:TDC), the global leader in enterprise data warehousing, today announced the release of its Availability Management Services (AMS) portfolio. AMS is solely focused on helping Teradata customers to minimize risk and maintain the most up-time possible for their data warehouses.

"Our industry-leading customers are now using their data warehouses as the foundation for mission critical applications. Teradata has responded to this new trend with the innovative, comprehensive AMS portfolio," said Randy Lea, vice president, products and services, Teradata Corporation. "Teradata Customer Services is able to prevent issues from happening before they occur. This is critical because highly available warehouses are now essential for businesses to run new powerful operational analytical applications while continuing to run their existing strategic analytical applications."

AMS directly manages seven warehouse availability attributes, including:

* Environment - Equipment layout and physical conditions within the data center housing the infrastructure, including temperature, air flow, humidity, and cleanliness

* Infrastructure - The component IT assets, the network architecture/configuration, connecting them, as well as their compatibility with each other

* Technology - The design of each individual system, including hardware and software versions, utilities, tools enabled, and remote connectivity

* Support Level - Maintenance coverage hours, response times, proactive processes, and availability reporting and analysis

* Operations - Operational procedures and support personnel used in the daily administration and exception handling of the system and database

* Data Protection - Processes and features that minimize or eliminate data loss, corruption, and theft, including innovative Teradata hardware and software solutions

* Recoverability - Strategies and processes to regularly back-up and archive data, and to restore data and functionality in cases of data loss or disaster.

According to Lea, "Teradata Customer Services creatively mitigate the risk of downtime and extended outages. We call it 'one and it's done:' one call to the right people, with the right experience and expertise to solve customer problems. Only Teradata offers its customers support from one source. Unfortunately, our competitor's customers frequently have to call multiple numbers for multiple support teams."

A Fortune 500 healthcare provider in US, with more than 11,000 employees, allows Teradata Customer Service to provide support by accessing its system remotely using Teradata ServiceLink, a secure, high speed, online VPN connection. The remote support combined with specialized customer service has resolved up to 70 percent of incidents before they happen. This type of support improves availability and prevents costly downtime.

Many Teradata customers start with an availability risk assessment of their data warehouse environment. The three-phase assessment includes the collection of data, with much of the data collection may be performed remotely. With the data, an analysis is performed to uncover gaps that may not otherwise be evident due to siloed business and IT operations. Then, detailed recommendations are provided for both the technical and business level. An executive scorecard and summary benchmark scores provide high-level overviews to facilitate strategic decision-making and budget prioritization.

Teradata Customer Service has an extensive, dedicated global support structure with personal local support. The entire world is covered - from Shanghai to Seattle. Teradata provides continuous support, with experienced customer service representatives available 24 hours a day, 7 days a week, 365 days a year.

About Teradata

Teradata Corporation (NYSE:TDC) is the world's largest company focused on raising intelligence through data warehousing and enterprise analytics. Teradata is in more than 60 countries and on the Web at www.teradata.com.

Teradata is a trademark or registered trademark of Teradata Corporation in the United States and other countries.