Hitachi

Hitachi Hardware

Hitachi Data Systems (HDS) is a company that provides modular mid-range and high-end computer data storage systems, software and services. It is a wholly owned subsidiary of Hitachi Ltd. and part of the Hitachi Information Systems & Telecommunications Division. In 2010 Hitachi Data Systems sold through direct and indirect channels in more than 170 countries and regions. Its customers included over half of the Fortune 100 companies at the time.

Our Solution

We provide a full break fix solution with all parts and labor included and guaranteed response times. We place great importance in advance preparation so that we have skilled staff in the right place with the right part at the right time. All departments from our call center to our logistical teams are geared for high availability service delivery to meet the most demanding SLAs on a global basis.

Initial HDS system support services are performed remotely via analog modem or network connection. We ask that you provide access to your internal network via an external IP so that we can remotely connect and perform on-going support tasks to the system. If the system is set up to send email alerts, notifications, and 24hr heart beats, we will direct it to both our alert collection center and your storage group via your outbound SMTP mail server. In some cases, we use remote clients including, but not limited to; RDP, VPN, TeamViewer, Real VNC, WEBEX and others.

When a hardware fault is detected our alert center automatically opens a ticket in our dispatch system and we alert you to the failure. At this point either our technical team will respond to correct the issue, or an appointment is made based on your contracted SLA.

We offer break-fix hardware maintenance with all parts and labor included to a variety of response times on the following families of HDS products:

Hitachi
• 9980
• 9970
• USP
• NSC
• USP-V
• USP-VM
• VSP
• 9570V
• 9580V
• 9585V

• WMS 100
• AMS 200
• AMS 500
• AMS 1000
• AMS 2100
• AMS 2300
• AMS 2500
• Hitachi Unified Storage
HP Labeled
• XP1024
• XP128
• XP12000
• XP10000
• XP24000
• XP20000
• P9500
Sun Label
• SE9980
• SE9970
• SE9990
• SE9985

Our Credentials

We employ deeply skilled and highly qualified technical staff for all product lines listed and have subject matter experts that assist in complex or unusual issues. With a true “follow the sun” support function we assure that all support tickets are dealt with quickly and efficiently regardless of the time of day or day of week.

Service Description

We provide all parts and labor necessary to restore equipment functionality. Our skilled staff will quickly repair all hardware failures to keep your backup operations running smoothly. Disk retention is included in our contracted maintenance.

We offer a variety of SLAs to provide our clients with a choice based on a consideration of criticality of the equipment, and the cost of service. Our 7x24x365 call center will efficiently dispatch your call for service to responding technical staff.

Service Level Agreements (SLAs)

Introducing:

Solid Care

We offer a menu of hardware maintenance service level agreements that will ensure you have a fit for purpose level of service that also allows the possibility of significant savings over OEM charges. All support programs are expressed in terms of the number of hours covered in a day (24), the number of days in the week covered (7), and the maximum numbers of hours for a physical response from SSCS (4).

Our clients are welcome to choose the right level of care based on equipment and circumstance. And because we have the ability to set the SLA according to individual machines, you are not forced into only one SLA choice per location. All contract calls are acknowledged within 30 minutes of contact to our global call center and a ticket number will be provided.

Solid Care CRITICAL- 24 x 7 x 4 service provided around the clock coverage seven days a week including bank holidays. Our physical response on-site for this service level is four hours from contact. Our technical staff will bring a crash kit of common failure items to complete a repair.

Solid Care URGENT - 9 x 5 x 4 service provided nine hours a day five days a week excluding bank holidays. Our physical response on-site for this service level is four hours from contact. Our technical staff will bring a crash kit of common failure items to complete a repair.

Solid Care SELECT - 9 x 5 x NBD service provided on a next business day basis, excluding bank holidays. Our technical staff will bring a crash kit of common failure items to complete a repair.

*Restore Commitment & Custom SLA Available Under our Intensive Care programs. Please inquire how we can deliver up to a four hour RESTORE commitment.

Hitachi Hardware

Software Service & Assurance

  • Phone Support – assist with operating system software related issues and troubleshooting
  • Log Analysis – provide in-depth troubleshooting and problem determination
  • Proactive Log Analysis – provide recommendations for system optimization
  • Firmware/Patching & Upgrade – where firmware is entitled to the end user and/or not restricted SSCS will assist in firmware acquisition and OS updates.
  • Remote Alert – for devices that have this function we will redirect the outbound messaging to our alert collection center and monitor the device for errors and alerts.

Firmware Entitlement

Firmware is restricted for HDS products. All systems will remain at current OS levels.

Request A Proposal

If you are interested in a receiving a proposal from us we will need some details about your equipment. You can use the model and part number to identify most Hitachi products. Please copy and paste these numbers into the configuration box or attach the file below. If there are any questions please make contact, we are happy to help.