WARRANTY AND MAINTENANCE AND SUPPORT TERMS

WARRANTY AND MAINTENANCE AND SUPPORT TERMS
WARRANTY AND MAINTENANCE AND SUPPORT TERMS
If You have a Purchase Agreement in place with HDS (“Agreement”), these Warranty and Maintenance
and Support Terms (“WMS Terms”) must be read together with any additional terms and conditions in the
Agreement. Capitalized terms in these WMS Terms have the same meaning as defined in the Agreement.
If there is any inconsistency between these WMS Terms and the Agreement, the Agreement will be the
controlling document. If You do not have an Agreement in place with HDS or a service agreement with
HDS or, where applicable, a HDS Authorized Service Provider (ASP), these WMS Terms (including the
Additional Terms in Section 15) apply to the HDS warranty, installation, maintenance and support
services purchased by You from an authorized HDS reseller.
WARRANTY TERMS
1.
Warranty Period and Remedy.
(a) HDS warrants to You that, during the Warranty Period, the Products will function in accordance with the Published
Specifications. To make a valid warranty claim, it must be in accordance with the following sections. The
Warranty Period begins upon delivery of the Product.
(b) HDS warrants the Products for the “Warranty Period” specified in Attachment A; except that if your order
included any equipment or software supplied to HDS by any party other than Hitachi Ltd. for direct or indirect
distribution to end users. (“Third Party Products”) they may be warranted by the third party licensor under
separate license terms provided to You with the Third Party Product.
(c) During the Warranty Period, HDS will provide “Warranty Services” as defined in Attachment A and Attachment
C to correct any failure of the Products to comply with the above warranties and will replace any defective
Software media. The Warranty Services will be provided in accordance with and are governed by the Maintenance
and Support Terms set out below. You must submit any warranty claim in writing to HDS during the Warranty
Period or contact the local HDS support contact center. Your order may have included additional product
maintenance and support services, which HDS will deliver in accordance with the Maintenance and Support
Terms.
(d) If HDS does not provide the Warranty Services in a workmanlike manner in accordance with generally accepted
industry standards, HDS will promptly re-perform the Services at no additional charge to you. You must submit
any Service claim in writing within 90 calendar days of the performance of the Services giving rise to the claim.
EXCEPT AS SPECIFIED IN THESE TERMS, ALL EXPRESS OR IMPLIED CONDITIONS, REPRESENTATIONS
AND WARRANTIES, INCLUDING ANY IMPLIED WARRANTIES OR CONDITION OF MERCHANTABILITY,
SATISFACTORY QUALITY, OR FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT ARE
EXCLUDED TO THE MAXIMUM EXTENT PERMITTED BY LAW. WE DO NOT WARRANT THAT ANY PRODUCT
OR SERVICE WILL OPERATE UNINTERRUPTED OR ERROR FREE.
2. Warranty Exclusions; Components.
(a) HDS’ warranties exclude any Products damaged by accident, neglect, or abuse by any party other than HDS or its
subcontractors, or by natural disaster, or subjected to an unsuitable physical operating environment, not properly
installed or maintained by any party other than HDS, its subcontractors or its authorized service providers, used
in a manner not contemplated by the Published Specifications or in a manner which is outside the scope of Your
licensed rights in the Software or modified without HDS’ prior written consent.
(b) Equipment may include components which are used or remanufactured, regardless, HDS’ warranties apply.
All components removed in the course of performing Warranty Service or any Maintenance and Support
Services will be the property of HDS. Any removed components not returned to HDS within 60 calendar days,
which are not covered by a currently valid retention option, will be charged to the customer at then current
spares list prices.
(c)
Breaking the factory seal on a Field Replaceable Unit (FRU) by any party other than HDS or a HDS ASP will void the
warranty in its entirety.
MAINTENANCE AND SUPPORT TERMS
3. Selecting Your Maintenance and Support Plan
In addition to the warranties, You will receive Maintenance and Support Services under the plan specified in the
relevant Order or Attachment under the Agreement, or as You may separately order from HDS, and as further
detailed in Attachment C. Maintenance and Support Services may not be available in certain locations, and plans may
vary between locations or subject to additional fees. Additionally, Maintenance and Support Services may vary by
Equipment, Product type or family as noted in Attachment C.
4. Scope of Self-Service Maintenance
Self-service Equipment maintenance comprises the following:
(a)
access to an online self-service support portal providing technical information and documentation to facilitate the
repair of a malfunction or issue with Equipment operation.
(b)
parts ordering processing to replace a malfunctioning or defective component via the online self-service support
portal.
(c)
Software and firmware Updates via the online self-service portal.
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WMS Terms_v3_21APRIL2014
(d)
remote telephone technical assistance to assist with fault isolation, installation, configuration, interoperability or
other Equipment issues.
5. Scope of Onsite Maintenance Services on Equipment
HDS Equipment onsite maintenance comprises the following:
(a)
supervision and installation of engineering changes impacting the reliability of the Equipment, which HDS
determines to be applicable to the Equipment;
(b)
preventive maintenance for Equipment including necessary lubrication, adjustment or replacement of
unserviceable parts; and
(c)
unscheduled maintenance for Equipment, including repair, adjustment or replacement of unserviceable parts as
deemed necessary by HDS during the applicable on-call hours of coverage.
The following items are excluded from the scope of onsite Equipment maintenance:
(a)
Engineering changes other than those described in section 5(a) above
(b)
Providing and maintaining a suitable environment for the Equipment, as specified by HDS
(c)
The availability and performance of any electrical work external to an item of Equipment or the maintenance of
accessories, attachments, Equipment, or other devices not listed hereto
(d)
The painting, refinishing, or other refurbishment of Equipment
(e)
Repair of damage resulting from accident, natural disaster, transportation, neglect or misuse, improper
maintenance, failure to continually provide a suitable installation environment (including but not limited to failure
of electrical power, air conditioning or humidity control), or from causes other than ordinary use
(f)
Repair of Field Replacement Units (FRU) if the factory seal of the FRU has been broken
(g)
The movement, rearrangement or reconfiguration of Equipment or cables, additional wiring, or repair to a
previously prepared site to make it operational
(h)
The installation or removal of accessories, attachments or other devices, or the furnishing of supplies
(i)
Maintenance or other Services on HDS provided host bus adaptor (“HBA”) Equipment not installed and utilized
with HDS storage Equipment
(j)
Physical installation, de-installation and replacement of HBAs within Your environment
(k)
Any Maintenance Service which is impractical for HDS’ service personnel or representatives to render because of
alterations in the Equipment or their connection by mechanical or electrical means to another machine or device.
6.
Scope of Support Services for Software
HDS Software support is the support required in connection with ordinary use of the Software in accordance with its
Published Specifications, through:
(a)
remote telephone support to (i) identify the problem, and its source and assist in resolving the problem; (ii)
advise on installation of Updates; and (iii) respond to minor “ad hoc” Software information queries;
(b)
on-site intervention where necessary and provision of Patches and Fixes where necessary, to be performed at
HDS' sole discretion; and
(c)
access to Updates free-of-charge.
Software support services exclude the following events:
(a)
support of other software, accessories, attachments, machines, systems or other devices not supplied by
HDS;
(b)
support rendered more difficult because of any alterations, additions, modifications or variations to the
Software, the Equipment or Your system or operating environment;
(c)
diagnosis and/or rectification of problems not associated with the Software;
(d)
Professional Services and training, which are scoped and delivered by HDS Global Solution Services;
(e)
Software installation services described in Section 8(b).
7.
Remote Monitoring Services.
Maintenance and Support Services include remote diagnostic and monitoring services on eligible Equipment, using
HDS’ proprietary Hi-Track® hardware, software, microcode and documentation (“Hi-Track Services”). This material
will always remain HDS’ sole and exclusive property as Hitachi IP as defined in the Agreement, and You do not get
any licensed rights in this material. You must provide and maintain, at your cost, all telecommunications lines,
monitor, PC, modem and access required for HDS to implement and provide the Hi-Track Services. If the Agreement
(or the supply of Maintenance and Support Services under it) or Your separate services contract is terminated, You
will allow HDS to disable the Hi-Track Services and de-install and remove all material on your premises used by HDS
to provide these services. HDS warrants that in providing Hi-Track Services, HDS does not access your data. HDS will
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WMS Terms_v3_21APRIL2014
maintain the confidence of all passwords that you provide to HDS in connection with its supply of Hi-Track Services.
Remote monitoring services other than Hi-Track may be provided for certain self-serviceable, eligible Equipment
which does not prompt HDS Service activity or call logging.
8. Installation Services
(a) HDS will provide installation services as specified in the Agreement or relevant Order, and as further described in
Attachment B.
(b) HDS may provide on-site Software installation services (where HDS advises that the Software has to be installed by
HDS) for an additional fee. Installation does not result in production ready implementation of the Software; production
ready software implementation is a Professional Service. If You require a production ready implementation or additional
capabilities, You will pay an additional fee based on your requirements, and the Software and/or Equipment. HDS will
advise You of the Professional Services fee in advance.
(c) Installation services do not include:
i.
Physical siting of the Equipment
ii.
All electrical work, including connection of the Equipment power supply to Your power supplies
iii.
Any operating system development and testing
iv.
Computer room planning services
v.
Performance tuning
vi.
Advanced operator training
vii.
Moves of any non-HDS equipment
viii.
Onsite standby beyond the storage system test phase
ix.
De-installation of displaced equipment
x.
Attendance at Your meetings
xi.
SAN design, integration and implementation
xii.
Software production-ready implementation
9. Services for Additional Fees
If You request HDS to perform:
(a)
any of the “excluded” services in Sections 2,5 or 6; or
(b)
any Maintenance and Support Services outside the coverage hours or support zone for your support plan; or
(c)
any other Services which HDS reasonably determines to be “out of scope” of these WMS Terms.
HDS may perform the relevant Services at HDS' then current rates or on a quoted fixed fee basis (“Billable Services”).
If You allow someone other than HDS’ authorized service personnel or representatives to move, relocate, perform
maintenance or support, or repair Equipment or Software, or otherwise the Maintenance and Support Services have
been terminated under section 10 and You wish to reinstate the Maintenance and Support Services for all or part of the
Equipment, You must re-certify the relevant Equipment in order to have HDS’ commitments under these Online Support
Terms continue to apply to that Equipment. HDS will charge its then current rates for recertification and further repair
necessary to restore the Equipment or Software to good operating condition.
10. Termination and Expiration of Maintenance and Support Services
(a) Without limiting any other rights of HDS, HDS reserves the right to terminate all or any of its Maintenance and
Support Services at any time by written notice to You when You (i) transfer your Equipment to another person or entity
or otherwise You relocate the Equipment in any way and You don’t first obtain the written consent of HDS (ii) where the
Equipment is damaged by accident, neglect or abuse by any party other than HDS or its subcontractors, or by natural
disaster, or subjected to an unsuitable operating environment, not properly installed or maintained by any party other
than HDS, its sub-contractors or authorized service providers (iii) where the Equipment used in a manner not
contemplated by the Published Specifications or in a manner which is outside the scope of Your licensed rights in the
Software; (iv) where You have modified the Equipment in any way (including any unauthorized attachments or additions
to the Equipment) without the prior written consent of HDS; or (v) where you have infringed any rights of HDS in any
Maintenance Material. Either party may terminate Maintenance and Support Services for cause in accordance with
Section 8 of the Agreement.
(b) Without limiting your rights elsewhere in the Agreement, following expiration of the Initial Service Period, You
may terminate the Maintenance and Support Service for one or more items of Equipment and/or Software by giving
HDS 90 day’s prior written notice. The reinstatement of any Maintenance and Support Services so terminated will be
subject to a reinstatement fee in addition to the then current monthly charge for such Services. Any notice to
terminate a single Maintenance and Support Service must identify the specific Service item to be terminated. If, in
the reasonable opinion of HDS, the termination of a single Maintenance and Support Service adversely affects the
ability of HDS to provide you other Services, then HDS may in its sole discretion terminate these other Services.
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WMS Terms_v3_21APRIL2014
(c) HDS’ Maintenance and Support Service obligations for Equipment no longer manufactured will expire five (5)
years from the last manufacturing date of the equipment, spare parts or accessories for the relevant Equipment
model. HDS will use commercially reasonable efforts to provide You with at least three (3) months notice prior to the
end of sale of a particular Product and 12 months notice prior to the expiration of any Maintenance and Support
Services for that Product.
11. Current and Superseded Software Support
(a) HDS will provide Normal Support (as defined below) for the Current Release and one prior version of the Software.
If a release is older than one prior version from the Current Release, then HDS will provide Limited Support (as defined
below) for a 12-month period following the general availability of the Current Release.
(b) “Normal Support” means the development and provision of service packs, Updates and Patches and Fixes necessary
to maintain the Software in substantial conformance with the Published Specifications.
(c) “Limited Support” means the provision of existing service packs, and existing Patches and Fixes necessary to
maintain the Software in substantial conformance with the Published Specifications. HDS does not provide support for
Software releases that are older than two prior versions of the Current Release.
(d) HDS may refuse to supply Patches and Fixes for Software if You could have solved the Problem or defect by
upgrading to the latest Update. HDS does not support the Operating Software unless HDS is also maintaining the
Equipment on which it is installed. You must have the proper effective Software license before HDS has an obligation to
support Your Software. If Your license is terminated for any reason (including due to the assignment or transfer of the
license to another party) then HDS’ Software support obligations will cease.
12. Maintenance Material
HDS may store Maintenance Material within the Products or elsewhere on your premises for convenience. Only HDS
personnel will be authorized to use the Maintenance Material. Maintenance Material will always remain HDS’ sole and
exclusive property as Hitachi IP as defined under the Agreement, and You do not get any licensed rights. You must
not use, access, modify, copy or relocate the Maintenance Material or allow any other person to do so and must return
or allow HDS to de-install it upon demand by HDS or on termination of the Maintenance and Support Services. User
manuals utilized for self-serviceable eligible Equipment are not considered Maintenance Materials.
13.
Transferability of Services
You agree that:
(a) HDS has no obligation to You for Product purchased from a source other than HDS or its authorized resellers.
(b) You must not assign or transfer any warranty, maintenance and/or support arrangement with HDS to any Third
Party without the prior written consent of HDS. Unless HDS otherwise so consents, HDS will have no obligation to
perform any Maintenance and Support Services for the transferee.
(c)
In certain cases when HDS supplies Third Party Products to You, You will obtain maintenance services directly from
the vendor of the Third Party Product and not HDS.
14. Defined Terms
Attachment: any of the signed documents attached to the Agreement that supplements or amends it.
Billable Services: Services outside or excluded from the scope of the Maintenance and Support Services described
within these WMS Terms.
Current Release: the latest version of the Software released by HDS.
Engineering Changes: design modifications or micro code changes initiated to improve functionality and operational
performance of the Equipment. Engineering Changes are normally developed and released by the Equipment
manufacturer.
Equipment: The hardware component of any Product.
Field Replaceable Unit (FRU): a subassembly of components sealed at the factory and subject to replacement as a
discrete unit at the customer site.
Maintenance and Support Services: The Equipment and Software support services described in more detail in these
WMS Terms.
Maintenance Material: diagnostic and/or tracking tools, including without limitation Hi-Track® software, firmware and
related documentation, personal computers or notebooks, maintenance manuals and other documentation.
Patches and Fixes: changes made to the Software by HDS that establish or restore substantial conformity with the
applicable Published Specification.
Problem: an instance where a HDS Product does not substantially conform to the Published Specifications.
Product(s): Any Equipment and/or Software listed in HDS’ standard Product price lists published from time to time.
Published Specifications: The specifications for Products that were valid at the time of acceptance of Your order.
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WMS Terms_v3_21APRIL2014
Professional Services: Software enablement, data migration, implementation or other design services.
Software: The object code format of (i) programming firmware embedded in the Equipment to enable it to perform its
basic functions (“Operating Software”) and (ii) software programs supplied by HDS (“Programs”) and (iii) any
Updates, related documentation and specifications.
Software Support Services: The support required in connection with ordinary use of the Software in accordance with
its published specifications.
Third Party Products: any equipment or software supplied by Us that are not manufactured by HDS or Hitachi Ltd.
Third Party Software: any software contained in or comprising Third Party Products.
Update: Subsequent releases and error corrections and/or minor functional enhancements for Software previously
licensed by HDS.
15. Additional Terms and Conditions
The following additional terms and conditions apply if, and only if, You do not have an Agreement in place
with HDS or a service agreement with HDS or, where applicable, a HDS Authorized Service Provider (ASP)
and have purchased from an authorized HDS reseller.
Fees and Payment
You will pay the fees and charges for the Services set out in HDS’ invoice within 30 days from the invoice date. HDS may
charge interest or suspend delivery of Services if payments are overdue. You must also pay for any Taxes arising from
the transaction under these Terms whether or not these Taxes are included in HDS invoices.
Limitation of Liability
Except for liability arising from: death, bodily injury or damage to tangible property arising from HDS’ negligent acts or
omissions, and for willful misconduct, in all cases and to the extent not prohibited by applicable law: (a) HDS’ maximum
aggregate liability for all claims relating to these Terms, whether for breach of contract, breach of warranty or in tort,
including negligence will be limited to fifty thousand US dollars (U.S. $50,000) or monetary equivalent in the currency of
the Local Service Jurisdiction, calculated on the date of the claim; (b) HDS will not be liable for any indirect, punitive,
special, incidental or consequential damages in connection with or arising out of these Terms (including, without
limitation, loss of business, revenue, profits, goodwill, use, data, electronically transmitted orders or other economic
advantage), however they arise, whether in breach of contract, breach of warranty or in tort, including negligence, and
even if HDS has previously been advised of the possibility of such damages. These limitations and exclusions apply even
if an exclusive remedy provided for in these Terms fails of its essential purpose.
Governing Law
Unless it is agreed in writing that the laws of another jurisdiction will apply, the laws of the Local Service Jurisdiction will
apply to these Terms and the venue for any litigation will be the appropriate courts in that state, province or country.
To the extent allowed in the applicable jurisdiction, the United Nations Convention on Contracts for the international sale
of goods and its implementing legislation will not apply to these Terms.
For the purposes of these Additional Terms, “Local Service Jurisdiction” shall mean the jurisdiction of the state, province
or country in which the HDS entity that sold You the Product is located.
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ATTACHMENT A
Warranty Period Services
TYPE
WARRANTY PERIOD | SERVICES
PRODUCT NAME | FAMILY
WARRANTY PERIOD
WARRANTY
SERVICES
36 MONTHS | 3 YEARS
SOFTWARE
HSMS*
Hitachi Simple Modular Storage
WMS*
Workgroup Modular Storage
AMS*
Hitachi Adaptable Modular Storage
AMS 2000
Hitachi Adaptable Modular Storage
HUS
Hitachi Unified Storage
HUS VM
Hitachi Unified Storage VM
HNAS | FILE
Hitachi Network Attached Storage
NSC*
Hitachi Network Storage Controller
USP VM*
Universal Storage Platform VM
USP | USP V*
Universal Storage Platform
VSP
Virtual Storage Platform
VSP G1000
Virtual Storage Platform G1000
COMPUTE BLADE
Hitachi Compute Blade
COMPUTE RACK
Hitachi Compute Blade
HDI REMOTE SERVER
Hitachi Data Ingestor RS
SOFTWARE
EQUIPMENT
CONVERGED SOLUTION
NOTES
* Denotes Legacy | End-of-Life | Sunset Products
Warranty Provided Via Embedded Subsystems
Layered Highest Warranty Level & Coterminous Duration
EQUIPMENT
EQUIPMENT
EQUIPMENT
EQUIPMENT
EQUIPMENT
EQUIPMENT
EQUIPMENT
EQUIPMENT
EQUIPMENT
EQUIPMENT
EQUIPMENT
EQUIPMENT
EQUIPMENT
EQUIPMENT
EQUIPMENT
12 MONTHS | 1 YEAR
BASIC SELF SERVICE
[REMOTE]
WEEK DAY BASIC
12 MONTHS | 1 YEAR
WEEK DAY BASIC
12 MONTHS | 1 YEAR
WEEK DAY BASIC
36 MONTHS | 3 YEARS
REMOTE
36 MONTHS | 3 YEARS
WEEK DAY BASIC
36 MONTHS | 3 YEARS
WEEK DAY BASIC
24 MONTHS | 2 YEARS
STANDARD
24 MONTHS | 2 YEARS
STANDARD
36 MONTHS | 3 YEARS
PREMIUM
36 MONTHS | 3 YEARS
36 MONTHS | 3 YEARS
WARRANTY
[STANDARD]
STANDARD
36 MONTHS | 3 YEARS
REMOTE
12 MONTHS | 1 YEAR
REMOTE
36 MONTHS | 3 YEARS
60 MONTHS | 5 YEARS
90 DAYS
| 3 MOS
REMOTE
Page 6 of 15
MEDIA ONLY
WMS Terms_v3_21APRIL2014
PRODUCT NAME | FAMILY
HSMS*
Hitachi Simple Modular Storage
WARRANTY OVERVIEW
REMOTE
WEEK DAY
BASIC


Workgroup Modular Storage
1 YEAR
AMS*

Hitachi Adaptable Modular Storage
1 YEAR
AMS 2000

Hitachi Adaptable Modular Storage
Hitachi Unified Storage
1 YEAR

3 YEARS
HUS VM

Hitachi Unified Storage VM
3 YEARS
HNAS | FILE

Hitachi Network Attached Storage
3 YEARS
NSC*

Hitachi Network Storage Controller
2 YEARS
USP VM*

Universal Storage Platform VM
2 YEARS
USP | USP V*

Universal Storage Platform
3 YEARS
VSP

Virtual Storage Platform
3 YEARS
VSP G1000
Virtual Storage Platform G1000
COMPUTE BLADE
Hitachi Compute Blade
COMPUTE RACK
Hitachi Compute Blade
HDI REMOTE SERVER
Hitachi Data Ingestor R/S
PREMIUM
3 YEARS
WMS*
HUS
STANDARD

3 YEARS

3 YEARS

1 YEAR

3 OR 5 YEARS
SOFTWARE
90 DAYS
MEDIA ONLY
CONVERGED SOLUTIONS
WARRANTY LAYERED @ EMBEDDED SUBSYSTEM | SUBASSEMBLY
NOTES
* Denotes Legacy | End-of-Life | Sunset Products
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WMS Terms_v3_21APRIL2014
ATTACHMENT B
Installation Services
INSTALLATION DESCRIPTION












Telephone pre-delivery site survey conducted to confirm power, location of Equipment, access and expectations
Telephone consultation to determine optimum configuration
Physical inspection for shipment damage
Physical connection of cable interfaces
Installation of any additional features and options, including software enablement (functionality only)
Installation of resource and configuration management program(s) using Your PC
Consultation to determine optimum configuration and operation
Full complete configuration of all logical units (LUN) to ensure accessibility from each host system
- Maximum five (5) hosts/servers – five (5) LUNs per host/server
Installation, configuration and testing of Hi-Track
Confirmation of maintenance provisions and call handling procedures
Training: Basic handling of Equipment and configuration
Performance Period: Local Business Hours | Monday – Friday
Note: Onsite pre-delivery survey and off-hours install available: Additional fee-based Billable Service
Note: Physical installation of Host Bus Adapters (HBAs) is excluded
PRODUCT NAME | FAMILY
HSMS*
INSTALLATION AVAILABILTY MATRIX
AVAILABILITY














WMS*
AMS*
AMS 2000
HUS
HUS VM
HNAS | FILE
NSC*
USP VM*
USP | USP V*
VSP
VSP G1000
COMPUTE BLADE
COMPUTE RACK
HDI REMOTE SERVER
SOFTWARE
- NOT AVAILABLE - VARIOUS SELECT FEE-BASED IMPLEMENTATION SERVICES AVAILABLE -
THIRD PARTY HW

HBA HOST BUS ADAPTERS
- NOT AVAILABLE -
CONVERGED SOLUTIONS
NOTES

SUBSYSTEM | SUBASSEMBLY [EACH]
* Denotes Legacy | End-of-Life | Sunset Products
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WMS Terms_v3_21APRIL2014
ATTACHMENT C
Warranty Maintenance & Support Services
WMS SERVICE
WARRANTY MAINTENANCE & SUPPORT SERVICES
DESCRIPTION
REMOTE
 Period of Maintenance: Customer-Defined
 Targeted Response Time: Customer
 Call Logging: HDS
 Telephone Support: 7X24 7 Days Per Week | 24 Hours Per Day
 Corrective Maintenance: Customer Repairs
 Replacement Parts Target: Next Business Day
 Microcode Updates: Customer
 Engineering Field Changes: Customer
 Preventative Maintenance: Customer
 Hi-Track: Remote Electronic Monitoring
Check Local Availability
WEEK DAY
BASIC
 Period of Maintenance: Local Business Hours, Mon - Fri
 Targeted Response Time: Next Business Day
 Call Logging: HDS
 Telephone Support: 7X24 7 Days Per Week | 24 Hours Per Day
 Corrective Maintenance: Repairs Local Business Hours: Mon-Fri
 Replacement Parts Target: Next Business Day
 Microcode Updates: Local Business Hours: Mon-Fri
 Engineering Field Changes: Local Business Hours: Mon-Fri
 Preventative Maintenance: Local Business Hours: Mon-Fri
 Hi-Track: Remote Electronic Monitoring
Check Availability: Typically 50 Miles | 80 Kilometers HDS Service Center
STANDARD
 Period of Maintenance: 7 Days Per Week | 24 Hours Per Day
 Targeted Response Time: Four (4) Hours
 Call Logging: HDS
 Telephone Support: 7X24 7 Days Per Week | 24 Hours Per Day
 Corrective Maintenance: Repairs 7X24 7 Days Per Week | 24 Hrs Per Day
 Replacement Parts Target: Next Business Day Critical ASAP [4 Hrs]
 Microcode Updates: Local Business Hours: Mon-Fri
 Engineering Field Changes: Local Business Hours: Mon-Fri
 Preventative Maintenance: Local Business Hours: Mon-Fri
 Hi-Track: Remote Electronic Monitoring
Check Availability: Typically 50 Miles | 80 Kilometers HDS Service Center
WTY
 


 


 

Page 9 of 15
POST
WTY
WMS Terms_v3_21APRIL2014

WARRANTY MAINTENANCE & SUPPORT SERVICES [Continued]
DESCRIPTION
WMS SERVICE
PREMIUM
 Period of Maintenance: 7X24 7 Days Per Week | 24 Hours Per Day
 Targeted Response Time: Two (2) Hours
 Call Logging: HDS
 Telephone Support: 7X24 7 Days Per Week | 24 Hrs Per Day
 Corrective Maintenance: Repairs
 Replacement Parts Target: Next Business Day Critical ASAP [2 Hrs]
 Microcode Updates: 7X24 7 Days Per Week | 24 Hrs Per Day
 Engineering Field Changes: 7X24 7 Days Per Week | 24 Hrs Per Day
 Preventative Maintenance: 7X24 7 Days Per Week | 24 Hrs Per Day
 Hi-Track: Remote Electronic Monitoring
 Check Availability: Typically 50 Miles | 80 Kilometers HDS Service Center
DISK RETENTION
OPTION





SOFTWARE
SUPPORT
 Call Logging 7X24 7 Days Per Week | 24 Hrs Per Day
 Telephone Support 7X24 7 Days Per Week | 24 Hrs Per Day
 Updates | Releases
 Severity Level Driven Response
BASIC*
SELF SERVICE










Period of Maintenance: Customer-Defined
Targeted Response Time: Customer
Call Logging: HDS
Telephone Support: Local Business Hours | Monday-Friday
Corrective Maintenance: Customer Repairs
Replacement Parts Target: Two (2) Business Days
Microcode Updates: Customer
Engineering Field Changes: Customer
Preventative Maintenance: Customer
Hi-Track: Remote Electronic Monitoring
Check Local Availability
[DRO]
[HSMS ONLY]
OPTION: Any & All WMS Offerings or Services
Requisite: WMS Offering or Service
Forgives The Return Of Defective Media | Billable Non-Returned Media
WMS Terms 2.b [This Host Document]
All Media: HDD | SSD | FMD | Etc – All Platforms All Products
BASIC SELF SERVICE = REMOTE Variation
ENHANCED*
SELF SERVICE
[HSMS ONLY]
 Period of Maintenance: Customer-Defined
 Targeted Response Time: Customer
 Call Logging: HDS
 Telephone Support: 7X24 7 Days Per Week | 24 Hours Per Day
 Corrective Maintenance: Customer Repairs
 Replacement Parts Target: Next Business Day
 Microcode Updates: Customer
 Engineering Field Changes: Customer
 Preventative Maintenance: Customer
 Hi-Track: Remote Electronic Monitoring
Check Local Availability
ENHANCED SELF SERVICE = REMOTE
Page 10 of 15
WTY
POST
WTY
 















 

WMS Terms_v3_21APRIL2014

WMS SERVICE
WARRANTY*
[VSP ONLY]
MAINTENANCE*
[VSP ONLY]
WARRANTY PLUS*
[VSP ONLY]
MAINTENANCE
PLUS*
[VSP ONLY]
WARRANTY MAINTENANCE & SUPPORT SERVICES [Continued]
DESCRIPTION
 Period of Maintenance: 7 Days Per Week | 24 Hours Per Day
 Targeted Response Time: Four (4) Hours
 Call Logging: HDS
 Telephone Support: 7X24 7 Days Per Week | 24 Hours Per Day
 Corrective Maintenance: Repairs 7X24 7 Days Per Week | 24 Hrs Per Day
 Replacement Parts Target: Next Business Day Critical ASAP [4 Hrs]
 Microcode Updates: Local Business Hours: Mon-Fri
 Engineering Field Changes: Local Business Hours: Mon-Fri
 Preventative Maintenance: Local Business Hours: Mon-Fri
 Hi-Track: Remote Electronic Monitoring
Check Availability: Typically 50 Miles | 80 Kilometers HDS Service Center
WARRANTY = STANDARD
WT
Y
POST
WTY


 Period of Maintenance: 7 Days Per Week | 24 Hours Per Day
 Targeted Response Time: Four (4) Hours
 Call Logging: HDS
 Telephone Support: 7X24 7 Days Per Week | 24 Hours Per Day
 Corrective Maintenance: Repairs 7X24 7 Days Per Week | 24 Hrs Per Day
 Replacement Parts Target: Next Business Day Critical ASAP [4 Hrs]
 Microcode Updates: Local Business Hours: Mon-Fri
 Engineering Field Changes: Local Business Hours: Mon-Fri
 Preventative Maintenance: Local Business Hours: Mon-Fri
 Hi-Track: Remote Electronic Monitoring
Check Availability: Typically 50 Miles | 80 Kilometers HDS Service Center
MAINTENANCE = STANDARD


 Period of Maintenance: 7X24 7 Days Per Week | 24 Hours Per Day
 Targeted Response Time: Two (2) Hours
 Call Logging: HDS
 Telephone Support: 7X24 7 Days Per Week | 24 Hrs Per Day
 Corrective Maintenance: Repairs 7X24 7 Days Per Week | 24 Hrs Per Day
 Replacement Parts Target: Next Business Day Critical ASAP [2 Hrs]
 Microcode Updates: 7X24 7 Days Per Week | 24 Hrs Per Day
 Engineering Field Changes: 7X24 7 Days Per Week | 24 Hrs Per Day
 Preventative Maintenance: 7X24 7 Days Per Week | 24 Hrs Per Day
 Hi-Track: Remote Electronic Monitoring
Check Availability: Typically 50 Miles | 80 Kilometers HDS Service Center

WARRANTY PLUS = PREMIUM

 Period of Maintenance: 7X24 7 Days Per Week | 24 Hours Per Day
 Targeted Response Time: Two (2) Hours
 Call Logging: HDS
 Telephone Support: 7X24 7 Days Per Week | 24 Hrs Per Day
 Corrective Maintenance: Repairs 7X24 7 Days Per Week | 24 Hrs Per Day
 Replacement Parts Target: Next Business Day Critical ASAP [2 Hrs]
 Microcode Updates: 7X24 7 Days Per Week | 24 Hrs Per Day
 Engineering Field Changes: 7X24 7 Days Per Week | 24 Hrs Per Day
 Preventative Maintenance: 7X24 7 Days Per Week | 24 Hrs Per Day
 Hi-Track: Remote Electronic Monitoring
Check Availability: Typically 50 Miles | 80 Kilometers HDS Service Center

MAINTENANCE PLUS = PREMIUM
Page 11 of 15

WMS Terms_v3_21APRIL2014








DELIVERABLE
PERIOD OF MAINTENANCE
ONSITE RESPONSE TIME
-TARGETED-
HOTLINE CALL LOGGING
TELEPHONE SUPPORT
-TARGETED-
CORRECTIVE
MAINTENANCE
REPLACEMENT PARTS
-TARGETED-
PORTFOLIO | WMS OFFERINGS OVERVIEW
WARRANTY MAINTENANCE SUPPORT OFFERINGS
REMOTE
WEEK DAY BASIC
STANDARD
PREMIUM
CUSTOMER
CUSTOMER



NEXT BUS DAY
4 HRS
2 HRS





SEVERITY*
CUSTOMER
-CRU-


PREVENTATIVE
MAINTENANCE
CUSTOMER
MICROCODE UPDATES
CUSTOMER

NEXT BUS DAY

LOCAL BUS HRS M-F

LOCAL BUS HRS M-F
ENGINEERING FIELD
CHANGES
REMOTE MONITORING
-Hi-TRACK-
SOFTWARE SUPPORT
-HDS-TARGETED-
DISK RETENTION OPTION
-DRO-
CUSTOMER



7 X 24
SEVERITY*
NEXT BUS DAY

LOCAL BUS HRS
MON – FRI



7 X 24


SEVERITY*
SEVERITY*




NEXT BUS DAY
CRITICAL ASAP
NEXT BUS DAY
CRITICAL ASAP
LOCAL BUS HRS M-F
7 X 24


LOCAL BUS HRS M-F



7 X 24

LOCAL BUS HRS M-F
LOCAL BUS HRS M-F
7 X 24






SEVERITY*




DISK RETENTION OPTION DRO: Forgives Defective Media Return & Any Billable Subsystem Customer Non-Returned Media.
All Media, All Products [HDD | SSD | FMD | Etc] WMS Terms 2.b – This Host Document
NOTES
SMS Only
Excludes Public Holidays
VSP Only
VSP Only
BASIC SS
WARRANTY
WARRANTY PLUS
ENHANCED SS
MAINTENANCE
MAINTENANCE
PLUS
 Check Availability Typically 50 Miles | 80 Kilometers : HDS Service Center
 Targeted deliverable response can vary by locations or geography
 Business hours /work week days can vary by locations or geography
*SEVERITY: Customer Business Impact [HDS-Defined | Vetted]
Targeted telephone technical support response varies by client impact classification [Sev Level]
Page 12 of 15
WMS Terms_v3_21APRIL2014
PRODUCT | FAMILY
HSMS*
Hitachi Simple Modular Storage
HSMS | SMS
WMS AVAILABILITY MATRIX
WARRANTY MAINTENANCE SUPPORT OFFERINGS
REMOTE
WEEK DAY BASIC
STANDARD
PREMIUM

BASIC
ENHANCED

WMS*



AMS*



AMS 2000






HUS VM



HNAS | FILE







Workgroup Modular Storage
WMS 100
Hitachi Adaptable Modular
Storage
AMS 200 | 500 | 1000
Hitachi Adaptable Modular
Storage
AMS 2100 | 2300 | 2500
HUS
Hitachi Unified Storage
HUS 110 | 130 | 150
HUS 110
Special
Hitachi Unified Storage VM
HUS VM
Hitachi Network Attached
Storage
HNAS | FILE
NSC*
Hitachi Network Storage
Controller
NSC 55
Post Warranty
Special
Universal Storage Platform
USP | USP V | USP VM
Post Warranty
Special
USP | USP V*
VSP
Post Warranty
Special
Virtual Storage Platform
VSP
VSP G1000
Virtual Storage Platform
VSP G1000
COMPUTE BLADE

Hitachi Compute Blade
CB XXXX
Post Warranty
Special
COMPUTE RACK
Hitachi Compute Blade
CR XXXX
Post Warranty
Special
Post Warranty
Special

WARRANTY
MAINTENANCE


WARRANTY PLUS
MAINTENANCE
PLUS







Page 13 of 15
WMS Terms_v3_21APRIL2014
PRODUCT | FAMILY
HBA
Host Bus Adapters
Various HBA
HDI Remote Server
Hitachi Data Ingestor Remote
Server
HDI R/S
SOFTWARE
Various HDS
Support
All
CONVERGED SOLUTIONS
Various HDS
UCP | HCAP | HCP | HDI Etc.
THIRD PARTY HW | SW
Various
Brocade | Cisco | Etc.
DISK RETENTION OPTION
DRO
Various
All HDD | SSD | FMD
NOTES
WMS AVAILABILITY MATRIX [Continued]
WARRANTY MAINTENANCE SUPPORT OFFERINGS
REMOTE
WEEK DAY BASIC
STANDARD
PREMIUM

Return-to-Factory







Return-to-Factory
Warranty Only

-Call Logging
-Telephone Support
-Updates Releases
- Warranty Maintenance & Support Provided Via Solution Embedded Components
- Offerings & Terms: Embedded Solution Components [Each]
- Aligned / Layered to the Highest Service Level & Coterminous Duration
- HDS Direct Pass-Thru Resell
Vendor Defined Maintenance Support Offering & Terms
- HDS Vendor- Partnered Support
HDS Maintenance Support Offerings & Terms [This Host Document]

Optional
Add-On
WMS Service

Optional
Add-On
WMS Service

Optional
Add-On
WMS Service

Optional
Add-On
WMS Service
Product warranty conditions & durations defined in the Product Warranty Terms
 Denotes Legacy | End-of-Life | Sunset Product
- Targeted deliverable response can vary by location or geography
- Business hours / work week days can vary by location or geography
Page 14 of 15
WMS Terms_v3_21APRIL2014
ATTACHMENT D
Remote Monitoring Service | Hi-Track®
Hi-TRACK DESCRIPTION














Remote Monitoring Service System
Free-Of-Charge Support Feature / Facility – WMS Offerings
Continuous Monitoring Round-The-Clock 24 Hours Per Day | 7 Days Per Week
Secure Controlled Access: Layered Encryption & Authentication
Advanced Systems Diagnostics – Engineering Design Embedded
Proactive Predictive Fault Isolation
Reports System Incidents / Potential Problems
Facilitates / Enables Real-Time Rapid-Action Expert Troubleshooting
Integrated & Linked – HDS Support Services Management Systems
Provides And Facilitates Trend Analysis And Analytics
Customer System Site Installation / Implementation
Customer Requisite: Access & Required Equipment | Telecommunications, Etc.
Hi-Track® – HDS Proprietary Property
HDS Sole Discretionary Use
PRODUCT NAME | FAMILY
HSMS*
Hi-TRACK AVAILABILTY MATRIX
AVAILABILITY














WMS*
AMS*
AMS 2000
HUS
HUS VM
HNAS | FILE
NSC*
USP VM*
USP | USP V*
VSP
VSP G1000
COMPUTE BLADE
COMPUTE RACK
HDI REMOTE SERVER
SOFTWARE
THIRD PARTY HW

HBA HOST BUS ADAPTERS
CONVERGED SOLUTIONS
NOTES

SUBSYSTEM | SUBASSEMBLY [EACH]
* Denotes Legacy | End-of-Life | Sunset Products
Page 15 of 15
WMS Terms_v3_21APRIL2014
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