Maintenance Coverage and Services
Engineering Changes
Hitachi Data Systems installs engineering changes (ECs) in accordance with manufacturer specifications. Installation of ECs is covered under provisions of the Hitachi Data Systems service agreement.
Preventive Maintenance
Preventive maintenance is scheduled at manufacturer suggested intervals. Typical activities include lubrication, adjustment, and replacement of unserviceable parts.
Remedial Maintenance
Remedial, unscheduled maintenance deals with malfunctions and equipment failure. Parts are adjusted, repaired or replaced depending on the severity of the problem. Your monthly maintenance charge covers the cost of parts.
Service Parts
The Hitachi Data Systems service agreement includes parts for remedial and preventive maintenance
Site Management
Site management services range from periodic visual inspection to reviewing hardware and software logs for anomalies. Equipment is maintained at an optimal performance level and downtime is minimized in the event of failure.
Central Call Management
Developed by Hitachi Data Systems, CCM is a call tracking and dispatching system that provides the customer with a single point of contact for all service requests and immediate access to skilled specialists. Hitachi Data Systems operations and management personnel use CCM for round-the-clock access to the status of all service requests, ensuring a rapid and efficient response to all queries.
Hi-Track® Remote Maintenance Tool/"Call Home" Service
Hi-Track is a remote monitoring and diagnostic service, developed and used by Hitachi Data Systems as part of its overall support system. This diagnostic tool is neither licensed nor sold.
Independent Service Provider Program
Hitachi Data Systems has entered into an agreement with Getronics, an independent service provider (ISP), to provide installation and maintenance service for our midrange class of products sold through the channel. This will allow Hitachi Data Systems to sell Services Oriented Storage Solutions™ solutions to more than 400 new locations throughout North America.
Getronics is a US$2.3B company employing more than 22,000 people in 30 countries and is ranked as one of the world's leading providers of information technology (IT) services. Getronics will provide a seamless extension of CS&S and will work closely with the Technical Resource Center (TRC) on customer issues.
