Support : Maintenance Coverage and Services

Select Care Program – Your Success is our Top Priority

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:

• Dedicated call-in numbers to accelerate critical resolution management
• Onsite or remote services to help you effectively manage your storage infrastructures

Select Care Program Terms

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:

• Any references to or mention of discounts for these modules cannot be applied in conjunction with other discounts for the same or like services. In all cases only the higher discount will be applicable or applied.
• Solutions Support Direct Services* available under the Extended Care module are customized and will be based on a specific request from the Select Care Program customer and documented and defined in a Statement of Work (SOW), which must be agreed to and signed by the customer and Hitachi Data Systems before any work is performed. Any revisions in the scope of work will require adjustment to and a resigning of a replacement SOW form identifying any pricing or scope of work changes. The newly signed SOW will reference, supersede and void the original signed SOW. Travel expenses relating to services under the Extended Care and Advanced Care modules will be charged in addition to the service fee and are not eligible for discounts.
• Solutions Support Direct pricing will be based on a discounted Time and Material basis. The Select Care Program customer will be provided with a fair estimate of time and expense within the SOW agreement. Customers will be responsible for the actual Time and Expense, however Hitachi Data Systems will make every effort to advise and gain agreement from the customer in writing of any potential costs that would potentially exceed the original estimate prior to performing additional work or incurring additional expense.

* 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.