Customer Care Plus, the Ultimate in Customer Support
Customer Care Plus, a new fee-based support service for select Hitachi Data Systems Americas™ customers, offers program participants a level of personal support that goes far beyond typical industry-standard customer agreements.
Customer Care Plus dramatically speeds up our response to customer requests that exceed the scope of normal sales and support resources. By leveraging Hitachi Data Systems technology expertise and global partners, Customer Care Plus offers major advantages over competitive offerings, which cannot match its breadth and scope.
Customer Care Plus is ideal for customers with complex requirements needing direct access to extensive resources. A personal Customer Advocate will address customer requests by quickly locating appropriate resources at Hitachi Data Systems, Hitachi, Ltd., or third-party vendors. Answers or explanations are provided via conference call or e-mail" usually within two to four hours, depending on the nature of the request.
Choose Customer Care Plus when your business needs:
- A quick channel to any resource at Hitachi Data Systems to rapidly answer technical questions about products and solutions provided by Hitachi Data Systems
- A Customer Advocate within Hitachi Data Systems to help break down roadblocks and improve transparency
- A Customer Advocate at Hitachi Data Systems to give general feedback about processes and products provided by Hitachi Data Systems
- Assistance getting first looks at Hitachi Data Systems Customer tools, such as the Hitachi Data Systems Searchlight Customer Portal
Please contact your Hitachi Data Systems Account Representative for more information about Customer Care Plus service and availability in your area.
Customer Care Plus Terms
Hitachi Data Systems Corporation will provide a Customer Advocate who will be available to the customer by telephone and e-mail from 8am to 5pm (local time), Monday through Friday, 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 Customer Care Plus offering. The Customer Care 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 Customer Care Plus.
* A "Problem" means an instance where a product offered by Hitachi Data Systems does not conform to the Official Published Specifications.
