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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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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>

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