Hitachi's Technical Support Group provides the highest possible level of technical support expertise using the latest technology and tools. At the core of the technical support group is a knowledgeable, highly trained and motivated technical staff familiar with most recent industry standards and best operational practices. Hitachi Technical Support personnel are thoroughly trained on the products supported to maintain equipment and systems at peak efficiency.
When problems occur, Hitachi is committed to do whatever it takes to get things back to normal operation in the shortest time possible.
Our technical support begins with the NTAC (National Technical Assistance Center). The NTAC, located in our Norcross, GA headquarters, is staffed by specialists 24 hours a day, 7 days a week.
Registered users of Hitachi communications equipment can contact technical support as follows:
TR (Trouble Report) tracking numbers are assigned to each Customer inquiry or problem. Information regarding the product, the type of problem, severity, location and other information necessary to diagnose and track issues is entered into DataFlo. DataFlo is the TR tracking system used to collect various system, part and customer data and provide reports to ensure timely follow up and resolution of Customer Inquiries/ Trouble Reports. The system also provides overall technical support data and failure reports for managing product quality.
Automatic Escalation escalates a TR based upon the assigned severity. Alerts are automatically provided to management, ensuring that problems are resolved within a pre-defined time frame.
Emergency Technical Support is handled by the NTAC using the same 1-800 number to maintain a single point of contact for all customer problems. When a problem has been identified as an Emergency, the TR will immediately escalate to the first level of management. Management and technical expertise are notified to assist the NTAC as needed and assess the situation to determine if restoration and recovery procedures need to be initiated. On-Site Technical Support is dispatched if required.
Hitachi's Technical Support Lab is fully equipped to provide Field Trouble Duplication, Configuration Testing, Customer software and hardware verification, MOP review, upgrade verification and patch verification. The lab maintains the current release of hardware and software used by the customer in the field. This allows for quick field trouble duplication.
Disaster Recovery Assistance is a service provided by Hitachi Telecom Technical Support group 24 hours a day, 7 days a week. This can be in the form of manpower to help restore systems and facilities to normal working condition, to providing spare parts to restore the system or in severe cases, provide Emergency System replacement to get the network back in service.
Remote Technical Support assistance is available via secure VPN access to specific Hitachi or third party equipment from our NTAC Remote Access Center. The Remote Access Center contains the equipment and tools to allow Hitachi’s technical support staff to assist the Customer with equipment provisioning, monitoring of system health and performance, conduct equipment audits, perform diagnostics, and troubleshooting as well as review current and historical events. They can also provide or assist with software updates and remote testing.
On-Site Technical Support is available using Technical Support Engineers (TSEs) located in major metropolitan areas. On-site Support can be scheduled in advance for routine maintenance or other Customer activities. Our on-site TSEs can support a variety of activities such as equipment turn-up and acceptance testing, software upgrades, implementation of PCN's, addition of equipment or reconfigurations.
Related Links
Registered Salira Customer Support Center users may use the link below to access the service.
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