SDIS is a globally proven, industry-leading support service.

Support Services

We are proud to introduce NTT Group’s support service to our valued customers.
With more than 140 CCIE certified professionals in APAC and a bilingual Japanese team,
we provide Japanese-quality services to major companies.

SDIS® Support Service
※SDIS is a maintenance and support service provided globally by NTT DATA, Inc. Sold in Japan by NTT Com DD

NTT Global Coverage

46 countries + more than 110 partner countries
84 locations in Japan

Our Clients

Japanese banks, securities firms, insurance, financial service companies
Japanese pharmaceutical companies
Japanese heavy industry
Japanese IT service companies
Japanese information systems company
Japanese multinationals and conglomerates
Major Asian banks
U.S. banks, securities firms, insurance, financial service companies
U.S. pharmaceutical companies, U.S. medical equipment manufacturers
U.S. major manufacturer of construction / mining equipment
U.S. multinationals and conglomerates
European banks, securities firms, insurance, financial service companies
European pharmaceutical companies
European automobile manufacturers and related manufacturers
European semiconductor manufacturers
European sporting goods manufacturers
European high-brand companies
European software companies
European mineral resource companies
European multinationals and conglomerates

Key Features

Workflow for Bilingual Support

The contact point is the same for both Japanese and English.

Engineer Only

Onsite support using customer’s spare equipment is also available.

EOL / EOSL Hardware Support

Third-party maintenance is provided for hardware for which manufacturer maintenance has ended. The contact point is the same as for regular support, NTT Service Desk.

※EOL (End of Life) and EOSL (End of Service Life) are used interchangeably.

SDIS vs SmartNet

*TAC = Technical Assistance Center. A department that provides technical support services.

FAQ

Support Service Overview

Maintenance Service Role Matrix

Category	Description	Onsite	Parts Only	Engineer Only
Failure Analysis	Confirmation of failure events and locations	Customer	Customer	Customer
	Detailed hearing of the event, requesting equipment logs	NTT Com DD	NTT Com DD	NTT Com DD
	Log collection	Customer	Customer	Customer
	Log analysis	NTT Com DD	NTT Com DD	NTT Com DD*
	Provision of an updated OS in the event of a software failure (in the case of free software)	NTT Com DD	NTT Com DD	Customer
	Applying patches / upgrading OS	Customer	Customer	Customer
	Applying correct / countermeasure settings to equipment	Customer	Customer	Customer
RMA	Delivery of replacement equipment	NTT Com DD	NTT Com DD	Customer
	Align OS version with replaced equipment	NTT Com DD	Customer	NTT Com DD
	Config restoration (Latest configuration will be provided by customer)	NTT Com DD	Customer	NTT Com DD
	Removal of defective products and replacement with alternative equipment	NTT Com DD	Customer	NTT Com DD
	Customer Portal update (Smart License/Meraki Dashboard, etc.)	NTT Com DD/Customer	Customer	NTT Com DD/Customer
	Confirmation of recovery from the failure	Customer	Customer	Customer
	Return of defective products	NTT Com DD/Customer	Customer	Customer
Research	Vulnerability and defect research	NTT Com DD	NTT Com DD	Customer
Research	Research on design and configuration methods	Customer	Customer	Customer
Management	Inventory Management (Hardware/Software/License)	Customer	Customer	Customer
Management	Retention of backup configuration files	Customer	Customer	Customer