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Message Posted: Thu, 24 Jan 2002 @ 15:00:24 GMT
As for day to day operation and support of our Teradata Data Warehouse NCR support is outstanding. I am responsible for a 6 node 2.4 Terabyte NCR5200 installation. The call home feature of the system has alerted NCR to hardware and software problems on many occasions before I was aware of them. I would receive a call from my NCR Field Tech support asking when they could make the repair. Our hardware technical support is located 130 miles (2 hr drive time) from our installation and we use NCR Business Critical support which is a 4 hour response window. They have always responded within that window of time to replace failed hard drives in the disk array, disk controllers, UPS components. The ability to make these fixes while remaining operational with no interruption to the users is very valuable to us. The NCR Global Support Center responds quickly to any calls I place with them. Usually within an hour of the call. There remote support capabilities are outstanding. They can access my system, analyze problems and identify fixes as needed. The Field Tech Support assigned to this account is responsible for the software upgrades. He creates the change control with NCR and they verify his process before we install the software upgrades. He does all the downloads of patches to the system and installs them during a scheduled system maintenance window.
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