Teradata Customer Services


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For more information on Teradata Customer Services visit: www.teradata.com./t/services/customer-services/

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  • The Teradata Customer Services Mission is to deliver a single source service to maximize the value and availability of the total Teradata investment. Focused solely on data warehouse. Simply stated our: Portfolio consists of a comprehensive set of service offers that are competitive and flexible to meet your needs. Operations are uniquely designed to support data warehouse solutions. Service Architecture is optimized and specifically designed to support our people, operations and customers. People are certified to support Teradata products and solutions.
  • The value of our Customer Services is tightly aligned to our mission statement that we maximize the power and value of your Teradata solution by offering certified technical people that deliver, one stop, flexible and proactive support. We do this through focused and continued investment in our resources, infrastructure and products.
  • Teradata is a global company that provides 24 x 7 service through its worldwide service centers. We have close to 500 engineers located in over 100+ cities that offer local language support, as required.
  • The Teradata Global Support model receives incidents through its global remote center where it’s resolved or passed to local or deep level support, as appropriate. Our regions are broken into three areas that provides local customer support. Our model includes a focused approach for proactive, reactive and change control management that enables consist, experienced execution.
  • Teradata Customer Services is very proud to have achieved its 6 th consecutive Service Capability & Performance Certification. This recognized program defines best practices for world class technology support and Teradata has achieved that for data warehousing support.
  • As stated in our mission statement Teradata Customer Services provides a single source service to maximize value and availability. Our service portfolio provides flexible service offers: service management takes accountability for any and all incidents, our people are certified, building long term customer relationships and the architecture is designed to support only Teradata systems. The four quadrant business approach ensures we have experienced people that utilize best practices with a optimized infrastructure that ensures availability through our: Service Portfolio - Teradata provides flexible and competitive service offerings giving our customers the opportunity to make investment decisions aligned with their business needs. Service Management - Teradata takes ownership for issues that impact the value our customer’s derive from their Teradata investment. Service Architecture - Teradata’s infrastructure, support people, and processes are aligned with the requirements of supporting a highly available and mission critical environment. Service Associates - Teradata takes a long term view of our customer relationships and offers an unequaled level of transparency as we strive to earn a trusted advisor relationship with our customers.
  • The first integral part is our Availability Management portfolio. Teradata culture is built on availability management and how we deliver the portfolio we offer. We invest in a best practice framework based on the ITIL model with our TARE and TAO tools and a tested methodology. What our customers are able to realize is maximized availability, minimized risk, improved system productivity and quality of support. In addition to these benefits it maximizes end user satisfaction and productivity. Best practices framework for understanding & mitigating risk based on ITIL model Tools for identifying availability management gaps (TARE, TAO, etc.) Roadmap for prioritizing projects Portfolio of products and services to match availability needs
  • Availability Management Services (AMS) is a customer-centric approach for supporting greater Teradata system productivity by mitigating the risk of planned, unplanned, and degraded downtime. Although a Teradata Warehouse is designed and built with intrinsic features to deliver high data availability right from the start, "risk events" occur both inside and outside a Teradata system that can reduce or degrade the availability experienced by end-users. AMS provides a best-practice framework for understanding and mitigating availability risk, tools for identifying specific availability management gaps, and a portfolio of products and services ( shown above ) to match availability needs. Availability is accomplished by managing seven attributes effectively. Availability Management Attributes are the “tangible” real-world IT assets, tools, people, and processes that can be budgeted, selected, administered, and supervised to support data Availability. Specifically… Environment is the equipment layout and physical conditions within the data center housing the Infrastructure. This includes temperature, air flow, humidity, and cleanliness. Infrastructure is the component IT assets, the network architecture and configuration connecting them, and their compatibility with each other. These IT assets include the Production system, Dual systems, BAR hardware and software, Test and Development systems, and Disaster Recovery system. Technology refers to the design of each individual system, including hardware and software versions, utilities, and tools enabled, and remote connectivity. Support Level refers to the maintenance coverage hours, response times, proactive processes and tools used, and availability reporting and analysis. Operations are the operational procedures and support personnel used in the daily administration and exception handling of the system and database. Data Protection is the processes and features that minimize or eliminate data loss, corruption, and theft. This includes Secure Support, Fallback, Hot Standby Nodes, Hot Standby Disks, and Largest Cliques. Recoverability is the strategies and processes to regularly back-up and archive data, and to restore data and functionality in cases of data loss or disaster.
  • The second area of Teradata Customer Services vitally important to how our operations work is Service Management. We have standardized tools for support and delivery, streamlined delivery processes and an effective service design. You’ll get faster time to resolution, globally consistent service delivery, effective collaboration of support expertise and SCP Certified world class support.
  • One very important area in service management is quality improvement. We have established a quality improvement team that evaluates all service delivery components from install/upgrade through customer reporting. All of these components are vitally important for effective service management. Our QIT meets monthly and evaluates the areas listed here.
  • The third and most heavily invested part of our services is the architecture. It ranges from asset gathering, system validation, event management and secure remote connectivity. The value to having such an invested and tested architecture results in faster problem resolution, addresses problems before they begin, allows asset records, enables efficient problem analysis, provides data for change management, tech alert administration and monitoring over 600 fault thresholds. This is the most heavily invested part of the services model but the least visible to our customers. Other Benefits: Reduced procedural errors Records of assets / version history for analysis or forecasting Saves time during escalation and troubleshooting
  • One example of how our architecture benefits customers is through the use of TVI. This infrastructure is available to customer at no additional cost and is able to discover close to 70% of incidents prior to a customer having to become engaged. Events are constantly monitored and faults are created, recorded and sent as notifications for investigation. This enables our team to provide proactive and faster incident resolution. Some technical specifics are listed below: SWS - Services Workstation Server LinuxSWS replaces the previous Windows AWS for access to the Server Management Software that manages the Teradata System. All current Teradata MPP Platforms shipped with a LinuxSWS It is the primary “access point” to the Teradata System for Service and Support purposes The LinuxSWS is: A Dell PowerEdge T610 Running Novell’s SLES10/SP1 OS Uses the “fvwm2” X-Windows Manager as a Desktop Window Manager The X-Windows Desktop is accessed with a VNC Client (UltraVNC is recommended). Remote access requires the following Ports opened to allow Teradata Customer Support access to the LinuxSWS: Note: There is an optional SSH Tunnel approach available that limits the required Ports to Port#22. Port #22: for ssh/sftp access Ports #5901 – 5903: for VNC Client Connections Port #5801: for Java VNC Client Connections (if no VNC Viewer is available)
  • The final component of our service model is our people. What you’ll get is Teradata certified data warehouse associates that are the most experienced and knowledgeable folks in the data warehouse support business. They do nothing else but data warehouse support and provide fast, professional and quality service. We have very talented people that we continually invest in and you will find them very easy to work with and available when you need them.
  • In taking a closer look at our people we have a blend of generalist and SMEs across the following subject areas. As you can see each component requires unique expertise in hardware, software, OS, applications and horizontal knowledge across all. Each person is trained with a specialty or two and are engaged in incidents that required solution knowledge.
  • Teradata Customer Services

    1. 1. Teradata Customer Services Our Difference is in the Details
    2. 2. Teradata Customer Services <ul><li>Mission </li></ul><ul><li>Deliver single source service to maximize the value and availability of the customer’s total Teradata investment </li></ul>Invest in skills development, deep technical talent and people excellence People 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
    3. 3. <ul><li>Through continued investments in our service delivery resources , support infrastructure , and products </li></ul>What We Do ... The Value of Customer Services How We Do It ... <ul><li>Deliver Services that Maximize the Power </li></ul><ul><li>and Value of your Teradata Solution </li></ul><ul><ul><ul><li>Flexible Support </li></ul></ul></ul><ul><ul><ul><li>One-Stop Support </li></ul></ul></ul><ul><ul><ul><li>Proactive Support </li></ul></ul></ul><ul><ul><ul><li>Technical Excellence </li></ul></ul></ul>
    4. 4. Teradata Customer Services Global Technical Support Locations <ul><li>Global Capability </li></ul><ul><li>Over 750 support personnel </li></ul><ul><li>Located in more than 100 cities </li></ul><ul><li>In-country support in local language </li></ul>Raleigh, NC San Diego, CA El Segundo, CA Hyderabad, India Toronto, ON Kuala Lumpur, Malaysia Tokyo, Japan Cairo, Egypt Columbia, SC Sydney, Australia Beijing, China Regional Support Center (RSC) Research & Development Engineering Global Support Center (GSC) Global Support Center (GSC) HQ
    5. 5. Global Service Operations How we deliver effectively & efficiently!!! Field Services Field Services <ul><li>System Health </li></ul><ul><li>Software Release Mgmt </li></ul><ul><li>Critical Patch Review </li></ul><ul><li>Consistent Execution </li></ul><ul><li>Minimize Risk </li></ul><ul><li>Expert Review </li></ul>Global Remote Services Cairo Primary deliverables: Global Remote Services AMR APJ EMEA Proactive Kuala Lumpur AMR APJ EMEA Field Services Low Risk Primary deliverables: Complex Change <ul><li>Entry for all Incidents </li></ul><ul><li>Incident Ownership </li></ul><ul><li>Scope Fidelity </li></ul>Reactive Global Remote Services GSC/CSO AMR APJ EMEA Primary deliverables: Recommend Collect Analyze Approve Create Plan Escalate Resolve Dispatch Global Consistent Process Execution
    6. 6. Teradata Global Support Center Achieves 6 th Consecutive Certification <ul><li>SCP defines and measures 100 business elements in 12 major sections . </li></ul><ul><li>Met 12 of 12 business categories and out scored 11 of 12 categories. </li></ul><ul><li>Overall score of 123% surpassed the certification target score of 100% and beat the SCP benchmark score of 115%. </li></ul><ul><ul><li>Tools, Technologies and Performance Metrics received the highest possible scores. </li></ul></ul><ul><li>Service Capability & Performance Certification - an international program that defines best practices for delivering world-class support. </li></ul>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
    7. 7. Teradata Customer Services … Our difference is in the details Experience Infrastructure Best Practices Availability Service Portfolio People Service Management Service Architecture Flexible Offers World-Class Infrastructure and Processes Experienced and Certified Designed for Data Warehousing I s
    8. 8. <ul><li>Service Portfolio </li></ul><ul><li>Provides flexible, cost effective service offers that can augment your organization </li></ul><ul><li>Designed to provide services that minimize risk and maximize availability </li></ul><ul><li>We partner with customers to ensure system use and end user productivity </li></ul>Teradata Customer Services … Our difference is in the details Portfolio of Services That Maximize Availability and Minimize Risk
    9. 9. Teradatas Availability Management Services … A Closer Look at the CS Portfolio <ul><li>Availability Management Framework </li></ul><ul><li>Environment: P hysical conditions in data center </li></ul><ul><li>Infrastructure: IT assets, architecture & compatibility </li></ul><ul><li>Technology: HW/SW Models and versions </li></ul><ul><li>Support Level: C overage hours, response times, proactive processes </li></ul><ul><li>Operations: D aily administration of the system and database </li></ul><ul><li>Data Protection: Processes and features that minimize or eliminate data loss </li></ul><ul><li>Recoverability: Strategies and processes for back-up archive, restore data or complete system recovery </li></ul>Availability Management “ Minimizes Risk, Maximize Availability”
    10. 10. Availability Management Services Environment – System Installation <ul><li>Benefits </li></ul><ul><ul><li>Immediate system availability </li></ul></ul><ul><ul><li>Minimal disruption to business routine </li></ul></ul><ul><ul><li>Quality system implementation based on your requirements/schedule </li></ul></ul><ul><ul><li>Reduced risk of out-of-box failures, accurate installation of all system components </li></ul></ul>Teradata certified experts install the system and make it available for use as soon as possible System Installation Assessment Environment Infrastructure Recoverability Data Protection Operations Technology Support Level Availability
    11. 11. <ul><li>Service Management </li></ul><ul><li>An experienced and tested service management organization that have deep service operations knowledge </li></ul><ul><li>The team utilizes proven processes, tools and collaboration for fast problem resolution </li></ul><ul><li>Obsessed with continuous improvement through disciplined close loop corrective action (CLCA) </li></ul><ul><li>Global metrics, analysis and management to ensure service excellence </li></ul>World-Class Infrastructure and Processes for Business Critical Operations Teradata Customer Services … Our difference is in the details
    12. 12. Teradata Customer Services … A Closer Look at Service Management <ul><li>Release Patch </li></ul><ul><li>Certification lists </li></ul><ul><li>Downloads </li></ul><ul><li>Version comparison </li></ul><ul><li>FRO discovery </li></ul><ul><li>Parts ordering </li></ul><ul><li>Installation </li></ul><ul><li>Tracking </li></ul><ul><li>Recover cost </li></ul><ul><li>Submit Incident </li></ul><ul><li>Track status </li></ul><ul><li>Search knowledge </li></ul><ul><li>Create knowledge </li></ul><ul><li>Replace hardware </li></ul><ul><li>Update incident </li></ul><ul><li>Close incident </li></ul><ul><li>HW/SW Quality </li></ul><ul><li>Deep failure review </li></ul><ul><li>System Readiness Check </li></ul><ul><li>Installation </li></ul><ul><li>Configuration </li></ul><ul><li>Change Controls </li></ul><ul><li>Service Perf. Report </li></ul><ul><li>System Avail. Report </li></ul><ul><li>TPS Compliance </li></ul><ul><li>DR Report Applicable Patches </li></ul><ul><li>System Health Report </li></ul><ul><li>Replace degrading components </li></ul><ul><li>Notifications </li></ul>Service Delivery Components Field Retrofit Order (FRO) Mgmt Install or Upgrade System Customer Reporting Product Analysis Services Quality Improvement Team (QIT) Software Patch Mgmt Incident Mgmt Proactive Service
    13. 13. <ul><li>Service Architecture </li></ul><ul><li>Uniquely designed for delivering data warehouse service </li></ul><ul><li>Focused on proactive resolution through the use of system health checks (Business Critical only) </li></ul><ul><li>600+ built in thresholds that monitor system wellness </li></ul><ul><li>An architecture that automatically creates incidents that minimizes resolution time and customer involvement </li></ul>Teradata Customer Services … Our difference is in the details Tools and Technology That Delivers Proactive System Management I s
    14. 14. Teradata Vital Infrastructure … A Closer Look at the Architecture <ul><li>Teradata Vital Infrastructure is embedded, proactive support software available on each Teradata platform – at no additional cost </li></ul><ul><ul><li>62-70% of incidents are discovered via Teradata Vital Infrastructure </li></ul></ul><ul><li>Features </li></ul><ul><ul><li>Regularly collects asset data (with VPN) </li></ul></ul><ul><ul><li>Constantly monitors events </li></ul></ul><ul><ul><li>Identifies risk data patterns/ trends </li></ul></ul><ul><ul><li>Detects fault alerts </li></ul></ul><ul><ul><ul><li>Records fault events </li></ul></ul></ul><ul><ul><ul><li>Creates automatic incident reports </li></ul></ul></ul><ul><ul><ul><li>Sends/ tracks alert notifications </li></ul></ul></ul><ul><li>Benefits </li></ul><ul><ul><li>No additional cost </li></ul></ul><ul><ul><li>Faster incident resolution using proactive support tool vs. no such tool </li></ul></ul><ul><ul><li>Automatic threshold monitoring, trend analysis, and incident creation </li></ul></ul><ul><ul><li>Proactive – System learns and reacts when it recognizes a familiar event </li></ul></ul><ul><ul><li>Customizable notification (email, pager, or cell phone) </li></ul></ul>AWS/SWS I s
    15. 15. <ul><li>People </li></ul><ul><li>Experienced support team with knowledge of your system </li></ul><ul><li>Fast, professional and quality service </li></ul><ul><li>Trusted advisor that serves as an extension of your team </li></ul><ul><li>Individuals that understand and are committed to your business </li></ul><ul><li>Teradata “service certified” averaging 12+ yrs experience </li></ul>Teradata Customer Services … Our difference is in the details Highest Levels of Experience, Training and Skills * Service Capability and Performance
    16. 16. Global Support … A Closer Look at our People Database Software Client/ BAR Software GM Assistant Chief Support Office Platform/ OS Applications <ul><li>Teradata Database </li></ul><ul><li>Utilities </li></ul><ul><li>Mainframe </li></ul><ul><li>Network </li></ul><ul><li>ODBC </li></ul><ul><li>JDBC </li></ul><ul><li>3 rd Party SW </li></ul><ul><li>BAR </li></ul><ul><li>Hardware </li></ul><ul><li>AWS </li></ul><ul><li>UNIX </li></ul><ul><li>LINUX </li></ul><ul><li>Windows </li></ul><ul><li>PDE </li></ul><ul><li>CCL </li></ul><ul><li>TVI </li></ul><ul><li>Teradata CRM </li></ul><ul><li>Teradata DCM </li></ul><ul><li>Teradata VA </li></ul><ul><li>Teradata Warehouse Miner </li></ul><ul><li>AE </li></ul><ul><li>SCI </li></ul><ul><li>DPS </li></ul><ul><li>Interface to regional CS </li></ul><ul><li>Technical escalation </li></ul><ul><li>Code-level support </li></ul><ul><li>Crisis mgmt </li></ul><ul><li>System CC </li></ul><ul><li>Complex system </li></ul><ul><li>Performance </li></ul><ul><li>Global relation mgmt </li></ul><ul><li>Sr. mgmt escalation </li></ul><ul><li>Expansion upgrades </li></ul><ul><li>Quality & performance metrics </li></ul><ul><li>Process improvements </li></ul>Organizational structure ensures specialization and cross-functional coordination Blend of product Generalists & Subject Matter Experts delivering effective remote global collaboration
    17. 17. For more information visit …. <ul><li>http:// www.teradata.com/t/services/customer -services/ </li></ul><ul><li>Thank You! </li></ul>