Supporting Success

Delivering Great Customer Care Throughout Your Journey

Hitachi Solutions takes great pride in cultivating long term relationships with our clients. Our approach to customer care takes clients from the beginning of the sales cycle through implementation and deployment and into the transition to support, and even on to future upgrades. In fact over 70% of our business is based on recurring services with our existing clients.

We provide 24/7/365, global support through a flexible array of customer care services. Our clients get local attention from dedicated functional and technical consultants based in the United States, Canada, the UK, Europe, China, India, Thailand, Singapore and Japan. Members of our global managed service team are Microsoft Dynamics certified and ITIL qualified, with at least five years’ experience delivering managed services. Our ITIL V.3 accredited Managed Services capabilities provides the necessary on-going skills to ensure your critical business solution functions as you require now and into the future.

  • AgFirst Customer Story
  • Berkshire Partners Customer Story
  • Oklahoma City Thunder Customer Story
  • NSL Customer Story


  • Dedicated support teams in multiple countries ensure that issues reported are resolved in the quickest possible time
  • Microsoft specialists available as and when you need them allowing you to focus on your business
  • Reduce headcount in your IT team and leave the skills development and certifications to us
  • Our team has the breadth and depth of knowledge to provide continuous service for all of your support needs
  • Reactive and Proactive services are bundled into a single package
  • Hitachi Solutions will proactively maintain production and non-production environments to facilitate efficient troubleshooting, deployment, and environment management procedures
  • Easy access to the Hitachi Solutions helpdesk – you can reach us online, via email, or on the phone
  • Hitachi Solutions assumes risk of effort on break/fix incidents therefore offering one price for a defined number of incidents
  • Wealth of specialist knowledge that is combined to protect the quality of the service

Managed Service Options

Managed Services are tailored for your needs

Assist Core Service

    • Service Desk via phone or web
    • Response SLA
    • Dedicated functional and technical resolver teams
    • Monthly KPI reporting
    • Monthly service reviews
    • Management of Microsoft relationship
    • Named Service Delivery Manager
    • System health check

Call-Off Time

  • Incident Management
  • Change Requests

Assure Enhanced Service

    • Full ITIL v3.0 Service Operational functions
    • Global 24/7 Service Desk
    • Resolution based SLAs
    • 24/7 Major Incident Management
    • Continuous Service Improvement
    • Dedicated primary analysts
    • Named Service Delivery Manager
    • Service Readiness scripts and testing
    • Onsite presence as appropriate

Additional Services

  • Unlimited “How To” Support
  • Major Enhancements
  • Disaster recovery testing
  • Service Pack Application
  • Hot fixes
  • Application Upgrades
  • Training Days
  • Environment Refresh
  • Monitoring solutions
  • Hosting
  • 24/7 On-Call Service

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