Technical Support
Hitachi ID customers normally purchase an annual maintenance plan which
includes unlimited incidents, reported and resolved remotely (e-mail,
phone, VPN, remote control) and unlimited software upgrades.
Most of Hitachi ID's enterprise customers purchase a fixed-price, defined-deliverables deployment service, which may include on-site or remote control installation of all functionality and assistance with initial deployment.
Hitachi ID's senior support staff are available for and frequently engage in on-site installations and deployments for customers world-wide.
Hitachi ID supports global customers directly, via e-mail, phone and occasional on-site visits. Where required (e.g., for customers based abroad, rather than just operating abroad), Hitachi ID also leverages partners including the following to provide local assistance with installation and maintenance. (1) Services partners provide project design, technical architecture, project management, technical integration and value-measurement services to Hitachi ID customers. Hitachi ID's services partners include:
- Agreon.
- Affiliated Computer Services, Inc.
- Aprismo.
- Capgemini.
- Envision Software.
- IC Synergy.
- IBM Global Services.
- LogicTrends.
- Longfield UK.
- NESS.
- Oxford Computer Group.
- PIDAS.
- Redtoo.
- Unisys (ePresence).
Customers may choose to report problem incidents through several channels:
- Detailed e-mail to support@Hitachi-ID.com.
- Customer web portal, including Mantis problem management system.
- Phone call to support.
Support services are available as follows:
- By E-mail - on a 24 x 7 basis
- By phone - on a 13 hours/day, 5 days/week basis (7am to 8pm EST)
- Optional emergency incident support coverage is also available 24 hours/day, 7 days/week. A technician will respond to a request for assistance within 90 minutes of the call
Hitachi ID provides support remotely by telephone and through the Internet to customers across North America and internationally. Hitachi ID can provide references who will attest to the high levels of support provided.
Contact Information
| Type | Details | When to use | When Hitachi ID will respond |
| support@Hitachi-ID.com | 24x7 | 7:00-20:00 ET | |
| Phone | 1.403.233.0740 ext. 2 | 7:00-20:00 ET | 7:00-20:00 ET |