Service Descriptions and Deliverables – Hitachi Data Systems Support Services

The tables below provide support services details for coverage under a HDS warranty and maintenance service agreement. These tables are provided for informational purposes only and are subject to change at any time. To view HDS Legal Terms and Conditions, please go to HDS.com: https://www.hds.com/corporate/legal/

HDS Support Services Terms

DeliverableRemoteWeekday BasicStandardPremium
On-Site Target ResponseCustomerNext Business DaySeverity 1: 24/7, Within 4 HoursSeverity 1: 24/7, Within 2 Hours
Severity 2: Same Day, During Local Business HoursSeverity 2: 24/7, Within 8 Hours
Severity 3, 4: Next Business DaySeverity 3, 4: Next Business Day
Replacement Parts Delivery TargetNext Business DayNext Business DaySeverity 1: 24/7, Within 4 HoursSeverity 1: 24/7, Within 4 Hours
Severity 2: Same Day, Business Hours2Severity 2: 24/7, Within 8 Hours
Severity 3, 4: Next Business DaySeverity 3, 4: Next Business Day
Corrective MaintenanceCustomerLocal Business HoursLocal Business Hours24/7
Online Support ToolsIncludedIncludedIncludedIncluded
Global Technical SupportLocal Business HoursLocal Business Hours24/724/7
Disk or Media ReplacementCustomerNext Business DayNext Business DayNext Business Day
Preventative MaintenanceCustomerLocal Business HoursLocal Business Hours24/7
Hi-Track Remote MonitoringIncludedIncludedIncludedIncluded
Priority SupportIncluded
Microcode/Firmware UpdatesCustomerLocal Business Hours: Remote1Local Business Hours: Remote124/7: Onsite1
Disk Retention Option (DRO)*AvailableAvailableAvailableAvailable

1 Delivery Method: Accomplished remotely or on-site.
2 Subject to local parts logistics cutoff times

Pentaho Support Features

Named Maintenance and Support Services Contacts (Primary / Backup)2/1
Support Cases
Unlimited
Knowledge Base Users20
Assigned Pentaho architectYes
One-on-one guidance, mentoring and best practice discussionsYes
Management of feature requests and support casesYes
Scheduled technical sessions with Pentaho subject matter expertsYes
Internal VM replicated customer environment for faster resolutionYes

 

HDS Active Products

Product Name / FamilyWarranty ServiceWarranty PeriodAdditional Options
AMS 2000 Hitachi Adaptable Modular Storage 2000 family: AMS 2100 | AMS 2300 | AMS 2500WEEKDAY BASIC12 MONTHS | 1 YEARSTANDARD, PREMIUM
COMPUTE BLADE (CB) Hitachi Compute Blade CB500, CB2500REMOTE36 MONTHS | 3 YEARSWEEKDAY BASIC, STANDARD, PREMIUM
HAD Automation DirectorPREMIUM90-DAY
DEFECTIVE MEDIA REPLACEMENT
N/A
HCA Compute AdvisorPREMIUM90-DAY
DEFECTIVE MEDIA REPLACEMENT
N/A
HCP Hitachi Content PlatformWEEKDAY BASIC12 MONTHS | 1 YEARSTANDARD, PREMIUM
HCP Hitachi Content Platform
Anywhere
WEEKDAY BASIC12 MONTHS | 1 YEARSTANDARD, PREMIUM
HCS Hitachi Command Suite
  • HDvM (Device Manager)
  • HTnM (Tuning Manager)
  • HRpM (Replication Manager)
  • HTSM (Tiered Storage Manager)
  • HDLM (Dynamic Link Manager)
  • HGLM (Global Link Manager)
  • HCmD (Command Director)
PREMIUM90-DAY
DEFECTIVE MEDIA REPLACEMENT
N/A
HDI Hitachi Data IngestorWEEKDAY BASIC12 MONTHS | 1 YEARSTANDARD, PREMIUM
HDI REMOTE SERVER Hitachi Data Ingestor Remote Server or HDI Remote ServerREMOTE (Return to Factory Warranty Only)36 MONTHS | 3 YEARS
60 MONTHS | 5 YEARS
N/A
HDID Hitachi Data Instance DirectorPREMIUM90-DAY
DEFECTIVE MEDIA REPLACEMENT
N/A
HDPS Data Protection SuitePREMIUM90-DAY
DEFECTIVE MEDIA REPLACEMENT
N/A
HFS A220, A250, A270 Hitachi Flash Storage A220, A250, A270REMOTE*36 MONTHS | 3 YEARSWEEKDAY BASIC, STANDARD, PREMIUM
HID Infrastructure DirectorPREMIUM90-DAY
DEFECTIVE MEDIA REPLACEMENT
N/A
HNAS Hitachi NAS PlatformWEEKDAY BASIC36 MONTHS | 3 YEARSSTANDARD, PREMIUM
HPP Protection PlatformPREMIUM90-DAY
DEFECTIVE MEDIA REPLACEMENT
N/A
HSP Hitachi Hyper Scale-out Platform HSP-400REMOTE36 MONTHS | 3 YEARSWEEKDAY BASIC, STANDARD, PREMIUM
HSV Storage Viewer SuitePREMIUM90-DAY
DEFECTIVE MEDIA REPLACEMENT
N/A
HUS File Hitachi Unified Storage (file option)
HUS 110 | HUS 130 | HUS 150
REMOTE*36 MONTHS | 3 YEARSWEEKDAY BASIC, STANDARD, PREMIUM
HUS Hitachi Unified Storage
HUS 110 | HUS 130 | HUS 150
REMOTE*36 MONTHS | 3 YEARSWEEKDAY BASIC, STANDARD, PREMIUM
HUS VM Hitachi Unified Storage VMWEEKDAY BASIC36 MONTHS | 3 YEARSSTANDARD, PREMIUM
Server for Solutions Multi-Node T412S-2UREMOTE36 MONTHS | 3 YEARSWEEKDAY BASIC, STANDARD, PREMIUM
Server for Solutions Single-Node D51B-2UREMOTE12 MONTHS | 1 YEARWEEKDAY BASIC, STANDARD, PREMIUM
VSP Hitachi Virtual Storage PlatformSTANDARD36 MONTHS | 3 YEARSPREMIUM
VSP F400, F600, F800 Hitachi Virtual Storage Platform F400, F600, F800REMOTE*36 MONTHS | 3 YEARSWEEKDAY BASIC, STANDARD, PREMIUM
VSP G200, VSP G400, VSP G600 Hitachi Virtual Storage Platform G200, G400, G600REMOTE*36 MONTHS | 3 YEARSWEEKDAY BASIC, STANDARD, PREMIUM
VSP G800 Hitachi Virtual Storage Platform G800REMOTE*36 MONTHS | 3 YEARSWEEKDAY BASIC, STANDARD, PREMIUM
VSP G1000 Hitachi Virtual Storage Platform G1000STANDARD36 MONTHS | 3 YEARSPREMIUM
CONVERGED SOLUTIONS
Various: Hitachi Unified Compute Platform, Hitachi Content Archive Platform, Hitachi Data Ingestor, and so forth.
  • Warranty Maintenance and Support provided via solution-embedded components
  • Aligned or layered to the highest service level and coterminous duration.

* Denotes that a mandatory upgrade is required.
Hi-Track Monitoring and Installation is available for all HDS hardware products except HDI Remote Server.

 

HDS Legacy | End-of-Service-Life | Sunset Products

End of Service Life (EOSL) product matrix located on HDS.com.
Product Name / FamilyWarranty ServiceWarranty PeriodAdditional OptionsHi-Track MonitoringInstallation Available
WMS Hitachi Workgroup Modular StorageWEEKDAY BASIC12 MONTHS | 1 YEAR
AMS Hitachi Adaptable Modular StorageWEEKDAY BASIC12 MONTHS | 1 YEAR
USP VM Hitachi Universal Storage Platform VMSTANDARD24 MONTHS | 2 YEARS
USP | USP V Hitachi Universal Storage Platform and Hitachi Universal Storage Platform VPREMIUM36 MONTHS | 3 YEARS

Footnotes - Hitachi Data Systems Support Services are subject to the following conditions:

  • On-site presence determined by HDS Global Support Center. Distance and coverage restrictions may apply.
  • On-site availability: 50 miles | 80 kilometers from a HDS Service Center. Subject to HDS' discretion to extend the coverage on a case-by-case basis.
  • Target deliverable responses can vary by locations or geography.
  • Local business hours can vary by locations or geography.
  • Same Day SLA refers to 7 days a week.
  • Preventative maintenance is completed during activity window (break fix).
  • Global technical support response varies by client impact classification (severity levels).
  • Requests for on-site microcode updates outside of normal local business hours is considered a billable service.

HDS may periodically choose to make changes to the support service options to provide service efficiencies. We will use our best endeavors to discuss those with you in advance, but such changes will only apply to new services from the time that the change is announced.

The service plans that you currently have with HDS under the HDS Warranty Maintenance and Support Terms or other service contract that you have with HDS will be read to include these terms. If there is an inconsistency between your existing terms and the terms contained here, the terms contained here will prevail. Please contact your HDS account representative or authorized partner if you wish to discuss.

Review Hitachi Data Systems complete terms and conditions at www.HDS.com.

Microcode / Firmware Updates:

  • Effective September 1, 2015, HDS' standard policy will be to deliver microcode and firmware updates remotely whenever possible. Sophisticated remote technology enables fast and efficient microcode delivery without requiring an engineer to go onsite to the customer's location.

Customer-Replaceable Units (CRUs):

  • A customer-replaceable unit (CRU) is a subassembly of components or individual parts that the customer is authorized by HDS to remove and replace. All other components not designated here must be serviced by HDS or an authorized HDS representative.
  • Installation of CRUs is the responsibility of the customer.
  • Installation of all other non-CRU parts are performed by Hitachi Data Systems.
  • If Hitachi Data Systems installs the replacement part, HDS will arrange for its return to an HDS facility. If a customer installs the CRU, then the customer is responsible for returning the replacement CRU to a facility designated by HDS.

Disk Retention Option (DRO)*

  • Forgives defective media return and any billable subsystem customer nonreturned media.
  • All removable media, all products [hard disk drives (HDD), solid-state disk (SSD), flash module (FMD), and so forth]: all platforms and all products.

Severity Levels (business impact) Descriptions:

  • Severity [1] Critical: Severe System or Application Impact. Impact is to an entire system, major business function or application.
  • Severity [2] High: Degraded or Severely Limited System Impact. Impact is to a portion of a system, major business function, geographical location, or application
  • Severity [3] Medium: Individual User Impact. Individual is or individuals are unable to perform required functions; work-around or circumvention are available.
  • Severity [4] Minor: Minimal System Impact. Information only.

Installation Services

  • Verify agreed-upon configuration.
  • Physical inspection for shipment damage.
  • Physical connection of cable interfaces to the storage system.
  • Installation of as entering the supplied license key for storage-system-based software.
  • Installation of operating system, Hitachi Base Operating System (BOS), and Hitachi Storage Virtualization Operating System on HDS equipment.
  • Confirmation of maintenance provisions and call handling procedures.
  • Training: basic handling of equipment and configuration.
  • Performance period: Local Business Hours | Monday – Friday | Excludes Public Holidays at the applicable location where the services are provided.
  • Notes:
    • On-site pre-delivery survey and off-hours install available: additional fee-based billable service.
    • Physical installation of HBAs is excluded.

Hi-Track Remote Monitoring Service
Enabling Hi-Track Remote Monitoring is required for all HDS service and support offerings:

  • Remote monitoring service system.
  • Free-of-charge support feature or facility: HDS Customer Support service offerings.
  • Continuous monitoring 24 hours per day, seven days per week.
  • Secure controlled access: layered encryption and authentication.
  • Advanced systems diagnostics: engineering-design embedded.
  • Proactive predictive fault isolation.
  • Reports system incidents and potential problems.
  • Facilitates or enables real-time rapid-action expert troubleshooting.
  • Integrated and linked: HDS Support Services management systems.
  • Provides and facilitates trend analysis and analytics.
  • Customer-system site installation and implementation.
  • Customer requisite: access and required equipment, telecommunications, and so forth.
  • Hi-Track system is HDS proprietary property.
  • Hi-Track system use is by HDS sole discretion.

No installation or Hi-Track Remote Monitoring service for host bus adapters (HBAs).

VSP WARRANTY SERVICE EXCEPTION:

For Hitachi Virtual Storage Platform products, VSP Warranty and Maintenance service levels are equivalent to Standard Support. The Warranty and Maintenance Plus service levels are equivalent to Premium Support.