Hitachi Data Systems has taken its industry leading support and services capabilities and bundled them into the Select Care portfolio. That means you can now easily match the best proactive and reactive services to your specific needs.
Select Care builds upon our solid support services to provide new and enhanced levels of operational support as part of your yearly maintenance contracts and value-added offerings. Select Care offers 4 Service Levels for Warranty and Maintenance that can be combined with operational Service Packs as illustrated in the graphic to the left.
The Select Care maintenance Service Levels include both offsite and onsite support and range from Basic maintenance coverage during normal business hours to 24/7 Premium coverage with a 2-hour response time.
Select Care significantly reduces response time to your requests. Features of the program include:
Hitachi Data Systems Corporation will
provide a Customer Advocate who will be available by telephone and
e-mail from Monday through Friday, local business hours, excluding
holidays, to respond to the following types of requests ("Covered
Requests"): (1) Requests to obtain non-proprietary technical information
about Hitachi product specifications; (2) Requests to communicate
customer concerns and feedback about products, services and processes
offered by Hitachi Data Systems to appropriate resources within Hitachi
Data Systems, and relay feedback from those resources back to the
customer; and (3) Other requests of a technical nature related to
products and services provided by Hitachi Data Systems, provided that
they are not (a) Related to a product related Problem* or (b) A sales
related request concerning products from Hitachi Data Systems or other
vendors. Onsite support is not provided under the Select Care Program
offering. The Customer Advocate will respond to Covered Requests within
two business hours of receipt of the request. The time to resolution of
the Covered Request will vary depending on the nature of the request.
Please contact your local account team with additional questions about the Select Care Program. * A "Problem" means an instance where a product offered by Hitachi Data Systems does not conform to the Official Published Specifications.
Terms and Conditions specific to the “Select Care Program”, Extended Care and Advanced Care modules are as follows:
* Note: Solution Support Direct
services availability is subject to change. Some services or samples of
such services in any Select Care Program materials may not be available
in all locations.