SFT Meeting Update Bruce Blume October 16, 2009

2 Teradata Confidential October 2009 SFT meeting update October 16, 2009 Topics 1.SFT Input on Communications (APR-09) 2.Incident View Enhancements (APR-09) 3.Simplifying the Incident Creation Process (On going) 4.Update on New Portal and New (APR-09)

3 Teradata Confidential October 2009 SFT meeting update October 16, SFT Input on Communications >Invited administrators to a Tips and Tricks Webinar –Conducted on June 30 2.Incident View Enhancements (Released June-09) >Incident Summary view –Change to include the Brief Problem Description (aka synopsis) when exporting to Excel - SFS –Change to include two new columns of incident data - between Close date and Author - SFS –Cause –Resolution >Incident Detail view (Released June-09) –New capability to export the incident detail; both summary and detail to Excel

4 Teradata Confidential October 2009 SFT meeting update October 16, Simplifying the Incident Creation Process (On going) >Switched steps 1 and 2 in the incident creation process >June – September meet with various customers and the TAC On how to reasonability simplify the incident creation process >Recommendation –Reduce the current 14 problem reporting areas to 5 –Hardware –Software –Performance –Not Sure –Question –Reduce the number of questions and eliminate, wherever possible, questions that Teradata should know the answers to –E.g. What version of “whatever” you’re running?

5 Teradata Confidential October 2009 SFT meeting update October 16, Simplifying the Incident Creation Process (On going) (Cont) Hardware, Software, Performance, Not Sure, Question Site Site Configuration Summary –4 Nodes, TPA OS=MPRAS303, DA Ven=LSI, DBS= , PDE= , AWS OS=WS2003, Collect=TVI Step 1 >Brief description, priority, contact (s), who to report updates to Step 2 >Why are you contacting us today? Step 3 >Option to attach a file Step 4 >Create, Cancel, Edit

6 Teradata Confidential October 2009 SFT meeting update October 16, Update on new portal and new >Target date for first release –dependencies >Still planned for subsequent releases of the new – Customers should be allowed to search old incidents in Submitted by: Kiki Sanchez Teradata Owner: Jerry Blevins (Priority: Medium) –4/23/09: Bruce indicated that we are going to try to work this into the new portal therefore will be targeted for THIS SFS IS SUSPENDED UNTIL THE FALL FACE TO FACE MEETING – Customers are losing access to the older NCR portal website. your Service website should be used instead. However, some functions were only available via the previous NCR portal website (invoice info, asset info). Submitted by: Kiki Sanchez Teradata Owner: Jerry Blevins (Priority: Low) –6/24/09: Ties to CSI and the new portal. The target date for completion is THIS SFS IS SUSPENDED UNTIL THE FALL FACE TO FACE MEETING – Customers have to fill in details about their hardware and software configurations, versions etc when opening incidents. Submitted by: Mark Andrews Owner: Jerry Blevins (Priority: High) –4/23/09: This will depend on the delivery of the CSI project and new portal implementation. The target will be sometime in THIS IS SUSPENDED UNTIL THE FALL FACE TO FACE MEETING. – – Customers do not have a method to request updates for incidents they did not create, other than one at a time, and after incidents are created. Submitted by: Mark Andrews Owner: Jerry Blevins (Priority: Medium) –4/23/09: This ties to the new portal implementation and is targeted for sometime in THIS SFS IS SUSPENDED UNTIL THE FALL FACE TO FACE MEETING.

7 Teradata Confidential October 2009 SFT meeting update October 16, 2009