Support Plan for HCP Content Platform

Software Support

Hitachi Content Platform software (9.0 and above) is available for the following environments:

Software Support Services Terms 

• See Hitachi Support Service Descriptions and Deliverables
• See Hitachi Vantara Warranty Maintenance and Support Terms
  • Includes Current and Superseded Software Support 
• See Hitachi Vantara Software License Terms
• See Hitachi Direct Purchasing Agreement

Software Support responsibilities:

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List of Tools Needed by Field Support Engineers

When assembling, deploying, or maintaining an HCP system, you may need certain tools and supplies. The items you need for any given procedure are listed before the instructions for that procedure. These are all the tools and supplies that may be required:

• Lift — Depending on the type of storage devices used in conjunction with the HCP system, a lift may be required to install or maintain disk storage trays into a rack. The lift must be rated at a minimum of 400 pounds (182kg).
• Tools — For installation and maintenance procedures on an HCP system, the following tools may be required:
  • #1 Phillips screwdriver
  • #2 Phillips screwdriver
  • ¼-inch flat-head screwdriver
  • Caged nut tool
  • Wire cutter
• Keyboard and monitor — For the installation of the HCP software, or to perform diagnostics and recover the HCP software, you need a USB keyboard and VGA monitor.
• Laptop computer — To upload an HCP software update file, license file, or to use the management console you will need to use a browser on a laptop computer.
• 1Gb CAT6 Ethernet cable — To connect the laptop computer to the back-end network switch, you need a 1Gb CAT6 Ethernet cable. For 10Gb systems, a 1Gb adapter for the switch will be provided.
• PDUs with C13/C19 power outlets — To provide power to the HCP system during installation, you need two PDUs with C13 and/or C19 outlets as appropriate for the system being configured. You need these PDUs only if the HCP system will be shipped without a rack.
• One 4GB or larger USB flash drives — For the HCP software installation, you need one 4GB or greater USB flash drive. For the best results, use the certified Hitachi Vantara part number DTI4GL.P

Tools Required for Maintenance

Click here to learn more about general maintenance tools and tools for region or division. 

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General Maintenance Tools List

The table below lists the tools needed to maintain products. 

General Maintenance Tools List

Tool	IP# or P/N	Remarks
Phillips Screwdriver
Wristband
Antistatic sheet
Standard Tool Set
LAN cable		At least UTP category 3. Straight or cross-over ok.
Floppy disk drive (USB)		USB-FDX2 equivalent to PC-UF2231
Floppy Disk		MF2-HD ,  commercially available
USB DVD/CDRW Drive with cable	EZ-WTR-DVD-C24.P	Used for install and maintenance activities.
Grease	GV-RV2A550005-R	Use when replacing a CPU
SMP Lever	GV-EZ2SMR2X1-R	Order qty=1 if you will be joining 2 blades for SMP. Order qty=2 if you will be joining 4 blades for SMP.
CPU Insertion / Removal Tool	CPU-REMP-CR-CB-SINO-NITRO.X	For older generation servers , HCP S nodes, etc.  CPU REMP Tool Kit for CB500-2500/CR210-220/sino/nito G54233 G21819 G21827 G21818 G21826

Tools for Region or Division 

There may be other special tools that are anticipated to be required for support. These are generally not expected to be stocked at local branch offices but will be available as regional or divisional tools.  These are listed below: 

Tools for Region or Division

Tool	Hitachi Part #	Remarks
Mechanical Lift (Genie Lift or equivalent)	IP-2000-1.x	Required for installation for a heavy device that may require 2 people to carry.
Fiber wraparound connector	5430106-1	For diagnostics for serial channel interface
DIMM puller	5480389-A	For removing memory module (SM/CM)
Power Supply check cable	3257488-A	For check of DC voltage
Screw driver with insulated blade	5480302-1	For removing screw
Fibre wraparound connector	5509443-1	For diagnostics for short wavelength Fibre channel interface
Fibre wraparound connector	5509443-2	For diagnostics for long wavelength Fibre channel interface

Remote Ops (Hi-Track) Remote Service Tool

For more information regarding Remote Ops (Hi-Track) click here.

Lifecycle Dates

See ECN Details Page for each software release date

End of Life (EOL) and End-of-Service-Life (EOSL) Policies

Hitachi's official EOSL Matrix can be found at External End of Service Life Matrix

RFP requests for long term support commitments may use the following statement:

New HCP systems can only be sold with 36 to 60 months hardware maintenance.                                                                           

HCP platform maintenance terms (https://www.hitachivantara.com/en-us/services/customer-support.html) are governed by the standard Software EOSL terms and standard HCP hardware component EOSL terms (https://knowledge.hitachivantara.com/Support_Information/More_Info/End_of_Service_Life_Matrix).  Customers can expect a 10 years+ lifespan of the HCP software based platforms, however to enable renewal of these platform the customer will be required to:

1. Upgrade the software before each version goes End of Support
2. Purchase a Tech Refresh for any and all hardware components when those components reach their End of Support Life

Under these guidelines Hitachi Vantara should be able to provide maintenance renewals when the initial maintenance term is up.  When the initial maintenance term is up for renewal, the customer will be able to renew if they purchase Tech Refresh hardware for the hardware components that go end of support before the new maintenance term expires.  For example; At the 5 year mark, the customer wants to renew the HCP maintenance for another 5 years.   However, if the storage, compute servers and/or switches in the HCP solution go End of Support one year from the renewal date, the customer will only be able to renew the HCP maintenance for 1 year.   At that time they can get additional years maintenance only if the customer Tech Refreshes the storage, servers and network switches in the HCP solution.  The renewal terms must be in-line (co-terminus) with the End of Support Life terms of the new hardware replaced in the tech refresh. 

Spare Parts

For information regarding Spare Parts click here.

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Pre-GA Notes

The following items are addressed as pre-GA spares planning steps:

• Spares pricing defined by the Pricing team
• The Global Spares Planning team populated spares in depots based on install base locations

Spares Usage vs. Product Inventory DOAs

Spare parts are available to repair subsystems whose components and features have been successfully installed at the customer site.  If a part used in a new subsystem installation or feature installation is DOA during its installation, then a replacement should come from Product Inventory and not Spares Inventory. 

Spare Parts Order and Return Process

https://knowledge.hitachivantara.com/Internal/Global_Field_Service/CSS/How_to_Order_and_Return_Spare_Parts

Spares Part Kits

Spare parts are stocked in various locations throughout the world and are controlled by Spares Planning. Spare parts are located to meet a NBD SLA from the site. 

Spare parts potentially impacting performance such as Cache, Channel PCBs and those impacting maintenance such as the SVP will be located within six hours of the site. All other parts that are either internally spared in the subsystem, or those which do not potentially cause loss of performance will be located no further than eight hours from the site.   In EMEA this will be next day delivery.

The following is being defined and represents a placeholder.

A Kit:  This is a complete set of parts. Two sets of this kit will be located in USA for worldwide support (Dallas, Texas and Indianapolis, Indiana (Will Change to Oklahoma). There will also be additional sets located at the European Distribution Center (EDC), and some major countries in EMEA and AP.

B Kit: Depot kit - Each major Depot center in the US will keep one set of these parts. Strategic stock locations in EMEA, and AP will keep enough sets to support the base in that region. Response times vary in AP, and EMEA.

Spares Part Listing & Reference

Visit Logistics Spares SharePoint site for a comprehensive view of spare parts.  Also try the Spares Alternate view (under "Switch view options" at the top right of screen).  The Spares Alternate view includes the product pcode (Product Feature column) that the spare part replaces.  

 

If you are having problems finding a spare part, do the following:

• Look in the maintenance manual
• Contact GSC for assistance

Hitachi Vantara Global Supply Chain Spares information is located on their GSCG SharePoint site. 

Mechanical Replacement Procedures & Special Investigation

Procedures are defined at the following locations:

• Mechanical Replacement Procedures (AMER Only)
• Special Investigation Procedures

RMAs

Global Support Center Training

Click here for information regarding Level 1 and 2 Global Support Center Training.

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L1 Global Support Center Training

Primary Audience: The primary audience is the GSC and CSS.

Purpose: The purpose of this training is typically to provide introductory training material.  Product Support meet with GSC and CSS as needed to identify what their training requirements are. The focus is typically:

• Overview, Maintenance & Troubleshooting training + L1 Support Topics

Organized By: This training is typically coordinated by Product Support team

Provided By: This training is typically conducted by the product vendor’s engineering group. 

General Audiences:

The following audiences are invited to attend this training:

• Global Support Center (GSC) (phone support)
• Customer Service & Support (CSS) (onsite support)
• Partner service personnel (onsite support)
• Global Delivery - previous known as: Global Services Solutions (GSS) (professional services)
• Global Product & Solutions Enablement (GPSE)
• Technical Publications (documentation teams)
• Hitachi Vantara Learning Center (Hitachi Vantara’s department tasked with creating formal training courses for customers, sales and support)
• Product Support (PS) (GTM and Post Sales Support management of PM/engineering/vendors)
•  
• L2 Global Support Center Training

Primary Audience: The primary audience is the GSC Level 2 personnel.

Purpose: The purpose of this training is to provide in-depth support training for GSC.  Product Support meet with GSC to identify what their training requirements are.

Organized By: This training is typically coordinated by Product Support

Provided By: This training is typically conducted by the product vendor’s engineering group. 

General Audiences:

The following audiences are invited to attend this training:

• Global Support Center (GSC) (remote support)
• Product Support (PS)
• Global Delivery

Knowledge Transfer (KT) and Support Readiness Training (SRT)

9.0 Training

• HCP 9.0 slide deck to be shared with GSC end of Feb/first week of March before HCP 9.0 RTM.
• Open channels for questions from GSC  when slide deck is shared
• KT in mid-march or third week of march (whatever PM team prefers) – to be web recorded . Use dlist FileAndContentSRTDistribution FileAndContentSRTDistribution@hitachivantara.com
• Share web recording with GSC and field

Field Engineer Training Requirements

Training objectives have been delivered to Global Learning to prepare training offerings for maintenance, install and configuration classes. These requirements were developed to ensure field engineers from Hitachi and Hitachi’ Qualified Partners are well prepared to support the product(s).

Training for Hitachi solutions that may include the product(s) may include solution specific references.

Global Learning and Its Course Offerings

Learn more about Global Learning and its course offerings. 

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Global Learning is now called the Learning Center.  Course offerings are available here.  or as a reference at any time after the training.

Customer Replaceable Units (CRUs)

Estimated Maintenance Times

Anticipated Case Volume

Statement of Support