Support : Select Care Program

Select Care Program – Your Success is our Top Priority

At Hitachi Data Systems we know you require choices that go beyond standard support offerings, especially for storage solutions that are mission critical. To help, Hitachi Data Systems has created the Select Care Program to provide you with unrivaled support for your storage environment. Flexible and tiered, the program provides enhanced support services to help you meet your precise business requirements, whatever they may be. The Select Care Program proactively addresses business critical requirements through a synergistic combination of accelerated response times, greater access points to Hitachi Data Systems resources and personalized processing that complements existing maintenance services.

By leveraging Hitachi Data Systems extensive resources and technology expertise, including relevant industry experience, forward thinking and planning as well as access to our global partners, the Select Care Program offers unparalleled advantages in the industry. We’ve translated these capabilities into three powerful and flexible modules:

• Customer Care Plus – This module includes dedicated call in numbers to Global Support Centers, priority case management and assigned customer advocates to break down roadblocks and improve transparency.
• Extended Care – These subscription-based services include onsite and remote priority access to Hitachi Data Systems experts to give you flexible and cost effective choices.
• Advanced Care – This fully customizable module is designed to help you manage and align your storage environment with established service-level requirements. Hitachi Data Systems can supply staff augmentation or operational capabilities that can be tailored to your precise requirements.

Hitachi Data Systems has made it easy to get started by streamlining procurement of customized support. Simply purchase one or multiple Select Care Program modules and we will set up your access and subscriptions as applicable to ensure that you are realizing the immediate benefits of the Select Care Program services:

• Personalized support that reinforces Hitachi Data Systems presence and commitment and accurately meet the individual needs of our customers
• Unsurpassed service and support execution
• Premiere access to Hitachi Data Systems experts to help you resolve problems and leverage your investment
• Dedicated Customer Care advocates to oversee service activities and ensure rapid turnaround on all requests
• Management of all communication, escalation and coordination of issues, even after your technical problems are resolved

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.