Hitachi Maintenance & Support

SMS makes no compromises when it comes to the expertise and mission critical responsiveness provided to its clients. As one of the largest and most respected independent Hitachi® hardware maintenance and support providers in the world, we provide a cost-efficient Hitachi support model designed for post-warranty maintenance that include Hitachi models 99XX, XP24XXX, XP12000, XP1XXX and AMSXXX. By extending the useful life of Hitachi hardware beyond the End-of-Life declaration, we help businesses reduce the total cost of ownership of their IT investments while protecting them from costly and unnecessary OEM refresh strategies.

Well known by Gartner and IDC, and having a long list of Hitachi hardware support references, we offer more than a simple break/fix service. Listening closely to our clients’ needs in order to provide a proactive and consultative Hitachi support service, we provide expert guidance over the course of an IT asset’s lifecycle, helping to create new efficiencies in IT operations and simplifying the responsibilities of IT managers.

Service Benefits:
  • Expert Field Engineering Team supported globally by 60+ specialists in the SMS Central Engineering Group
  • Proactive support maximises Hitachi systems uptime
  • Enhanced service contract, service incident and IT asset management via SMS’ proprietary, online based application, SMS Supportal
  • Expert guidance throughout IT asset lifecycles
Service Value:
  • Competitively priced Hitachi support
  • Increased control of capital equipment expenses and a greater ROI from IT asset lifecycle extensions well beyond the OEM’s End-of-Life (EoL)/End-of-Service-Life (EoSL) declaration
  • Tailored SLAs that allow optimisation of response and repair requirements for each IT asset
Hitachi Hardware Maintenance and Support highlights​:
  • Global service availability
  • 90+ SMS-owned and operated service centres worldwide
  • Vast global network of trusted affiliates
  • 600+ highly trained, full-time Field Engineers located worldwide
  • Level 3 & 4 global technical support via 60+ member Central Engineering Group
  • Comprehensive service assurance process
  • Tailored, asset-level SLAs
  • Numerous methods for initiating a service request
  • Callback from Field Engineer within 30 minutes of service initiation
  • < 2-hour average response time
  • < 4-hour average MTTR
  • Field engineers arrive on-site with tested parts in-hand
  • Documented escalation procedures
  • Microcode/firmware recommendations
  • Carefully designed parts sparing system
  • Strategic stocking locations for parts and complete systems
  • Secure data erasure options available
  • Fix-IT-First® policy
  • HotSparesSM process

​Reliable support, expert guidance and earned trust that allows you to breathe easy.​


Our support infrastructure is made up of many highly trained and experienced specialists not only well-versed in supporting Hitachi hardware, but most other major OEMs as well. These specialists include:

  • OEM agnostic, multi-platform trained Field Engineers
  • Central Engineering Group (CEG) comprised of level three and four technical support specialists that provide global support to field operations
  • Specialised Product Managers
  • Product Development Managers
  • Hardware planning experts
  • IT asset management experts.

In order to mitigate risk, proactive support is required. Key components of our support infrastructure that enable proactive support include:

  • Call-home reporting monitored directly by the SMS Call Centre. (Only available on Hitachi storage systems equipped with the required features.)
  • Historical knowledgebase containing many decades worth of data on past Hitachi hardware issues and resolutions. This information allows SMS to conduct failure trend analysis and stay one step ahead of system issues.

Going beyond the hardware break/fix service to support clients with an OEM neutral perspective and expert guidance is the SMS Hardware and Infrastructure Solutions Team. These specialists are available to help businesses better manage IT asset lifecycles, improve operational efficiencies and control costs with:

  • Operating and capital cost reduction modeling in hardware environments
  • Processing power improvement planning
  • Expanded storage planning
  • Hardware consolidation (with or without application consolidation drivers)
  • Emerging technologies advisement
  • Balancing TCO vs. the timeliness of OEM-driven technology innovation
  • Real evidence that “End of Marketing” does not always mean “End of Life”.

With an intense focus on providing exactly what the client needs, when the client needs it, at a price point that saves IT budgets versus breaking them, businesses can breathe easy with SMS as their partner and trusted advisor.


From the highly innovative support infrastructure, to the incredibly skilled and experienced support teams, no other independent Hitachi hardware maintainer can match the responsiveness, service quality and expert guidance provided by SMS.

Hitachi Product Support Listing


Note: Not all supported Hitachi products may be listed.
Supported Hitachi ModelsHitachi Model Description
Hitachi 9570V9570V Base Unit(RK) w/1 controller
Hitachi 9580V9580V Base Unit(RKH) w/2 controllers 4 FC ports
Hitachi 9585V9585V Base Unit(RKHE) w/2 controllers 4 FC ports
Hitachi 9910Multi-Cabinet Disk Controller
Hitachi 9960Multi-Cabinet Disk Controller
Hitachi 9970Multi-Cabinet Disk Controller
Hitachi 9970Multi-Cabinet Disk Controller
Hitachi 9980Multi-Cabinet Disk Controller
Hitachi USP100Disk Control Frame
Hitachi USP600Disk Control Frame
Hitachi USP1100Disk Control Frame
Hitachi NSC55Disk Control Frame
Hitachi USPVDisk Control Frame
Hitachi USPVMDisk Control Frame
Hitachi AMS200AMS200 Base Unit(RKS)
Hitachi AMS500AMS500 Base Unit(RKM)
Hitachi AMS1000AMS1000 Base Unit(RKH)
Hitachi AMS2100AMS2100 Base
Hitachi AMS2300AMS2300 Base
Hitachi AMS2500AMS2500 Base
Hitachi XP256XP256 Disk Control Frame
Hitachi XP48XP48 Disk Control Frame
Hitachi XP512XP512 Disk Control Frame
Hitachi XP128XP128 Disk Control Frame.
Hitachi XP1024XP1024 Disk Control Frame
Hitachi XP1000XP10000 Disk Control Frame
Hitachi XP12000XP12000 Disk Control Frame
Hitachi XP24000HP XP24000 DKC Disk Control Frame
Hitachi 9910Sun SE9910 Control Frame
Hitachi 9960Sun SE9960 Control Frame
Hitachi 9970Sun SE9970 Control Frame
Hitachi 9980Sun SE9980 Control Frame
Hitachi 9985Sun SE9985 Control Frame
Hitachi 9985VSun SE9985V Control Frame
Hitachi 9990Sun SE9990 Control Frame