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Message Posted: Tue, 05 Mar 2003 @ 02:32:40 GMT

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Subj:   Re: Tech Center on teradata.com
From:   Paddock, Eric

I feel the need to respond to this email, being that I believe that Teradata Customer Services is extremely pro-active when it comes to informing our customers about problems that could impact the operation or reliability of their systems.

We certainly do not share customer-specific information. Once we have diagnosed a problem, and can provide useful information which would allow our customers to evaluate their risk, we generate a Software Technical Alert (TA) or a Hardware Field Replacement Order (FRO) in most cases. TA's are available on Teradata@YourService and FRO's are mandatory changes that your Field Reps will schedule with you to install. We also are constantly rolling up software fixes and testing them as bundles to be released as a 'Certified List' to ensure their stability. These packages are available on a regular basis.

There's not much I can do to make your automobile choices any easier, but I can assure you that Teradata Customer Services IS your Ralph Nader when it comes to partnering with you to provide maximum value from your Teradata system. Our customers trust us with one of their most valuable corporate assets. We take that responsibility seriously, and are committed to providing timely response to all issues.

If you have specific Support or Supportability issues that you would like to discuss, please feel free to contact me.


Eric Paddock
Chief Technical Officer
Americas Customer Services
Teradata, a division of NCR

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