Customer Guarantees and SLAs

Mission-Critical Guarantees and SLAs are designed to reduce operational uncertainty for the systems that keep the business running. They help customers align expectations, prioritize the right response during incidents, and demonstrate service performance to internal stakeholders—so teams can spend less time worrying about infrastructure and more time delivering business outcomes, backed by Hitachi Vantara reliability.

• Predictability: measurable targets and clear measurement periods that reduce surprises
• Speed: defined response and escalation paths to restore confidence quickly
• Resilience: recovery expectations that support continuity planning and reduce risk
• Accountability: reporting, reviews, and documented actions that build trust over time

What we mean by “Guarantees” and “SLAs”

Product Guarantees are outcome-based commitments that give customers confidence that Hitachi VSP One will deliver the business results it was designed to achieve. They reduce operational and investment risk by defining expected outcomes, the conditions under which they apply, and the remediation path if commitments are not met.

Service Level Agreements (SLAs) extend Product Guarantees with measurable, contract-based operational commitments for service delivery and management. They provide customers with defined performance targets, reporting transparency, accountability, and agreed remedies and service credits to help ensure predictable operations and consistent business outcomes. For EverFlex Managed, SLAs can also be customized to meet specific customer requirements. For EverFlex STaaS Standard Consumption level, SLAs are generally standardized based on defined service levels and workload profiles.

VSP One is backed by comprehensive guarantees and SLAs designed to ensure maximum reliability, performance, efficiency, and resilience. These include:

Guarantees:

• 100% Data Availability Guarantee
• Effective Capacity Guarantee
• Cyber Resilience Guarantee
• Modern Storage Assurance

Service Level Agreements:

• Performance SLA
• Sustainability SLA
• Storage System Availability
• Storage Recovery
• Backup and Recovery
• Workload Data Optimization
• Data Residency
• Change Management
• Problem Management
• Incident Management
• Monitoring and Alerting

Each of these provides assurance around real-world customer outcomes, making VSP One a cornerstone for organizations building a robust data center strategy.