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Remote
Hands Services
 Co-location
doesn't have to be manpower intensive. In today's world of nearly
complete remote control of software, systems, and networks, customer's
can manage and operate their co-located infrastructure from anywhere in
the world via the Internet.
Inevitably,
however, situations do arise when physical intervention is required to
resolve a problem or accomplish a task. This is when BAIS'
remote hands services can not only save a lot of time, but also a
tremendous amount of money. BAIS remote hands services are
provided in two different levels of technical sophistication: Level 1
services, which are the basic services like rebooting a server or
installing a CD; and Level 2 services, which could include tasks like
troubleshooting and repairs or installation and setup of hardware and/or
software. See below for details of available assistance at each level. [
Download Remote Hands
Datasheet]
Level
1 Remote Hands Services
Level
1 remote hands services are provided as part of our standard co-location
services and are provided at no cost to our customers. Under this level
of remote hands service BAIS technicians will provide, but are not
limited to, the
following levels of assistance:
- Pushing a button,
toggling a switch or setting an externally accessible dip-switch.
- Rebooting
or power cycling of equipment.
- Reading off serial
numbers on equipment to customer
- Providing visual
verification (remote eyes) to assist customer's remote
troubleshooting efforts.
- Relaying status of
equipment status indicators or typing simple commands on a
pre-installed console.
- Plug in a console port
for remote management by customer.
- Moving or securing a
single cable.
- Replacing or verifying
connectivity integrity of BAIS provided cross-connects.
- Adding, removing, or
verifying a demarcation label.
Level 2 Remote Hands
Services
Level 2 remote hands
services are provided for those situations where more sophisticated or
time-consuming action may be required to accomplish a task that would
otherwise require a customer's physical presence to complete. These
services are well suited for advanced technical or
professional services needs where highly skilled technicians and/or
engineers may be needed to accomplish a task or provide assistance with
a complex system or network component, software application, or
operating system. These
services are billed at BAIS's current professional services hourly rates.
Under this level of remote hands service BAIS technicians will provide
all of the services included in our Level 1 remote hands support above,
as well as the following additional forms of assistance:
- Basic troubleshooting
of customer equipment.
- Inventorying a
customer's equipment or taking digital pictures of
equipment or co-location space.
- Labeling equipment and
cable connections.
- Assisting customer
with physically installing, relocating, or movement of equipment.
- Shipping and handling
RMA equipment.
- Assistance with
customer conference room activities.
- Installing, replacing/removing
equipment components (e.g. router/switch, internal module or card,
disk drive, memory, etc.) that are hot-swappable and/or highly
modular in design.
- Swapping of
pre-labeled, pre-ejected, removable media (tapes, CDs, DVDs, etc.)
- Installing or swapping
pre-configured equipment or components.
- Installing
cross-connects from customer equipment to patch panels.
- Moving or securing
cables or customer-side cross-connects.
- Installing customer
provided software with default configurations or specific and basic
customer-provided instructions.
- Establishing or taking
down a loop-back on a carrier circuit to assist in
remote testing.
- Diagnostic and signal
testing a circuit with diagnostic equipment.
- Loop-back testing for
Telco circuits (DS1, DS3, OC-3, and OC-12, etc.).
-
Advanced
systems or network configuration or troubleshooting (e.g. advanced
systems or network protocols and services).
-
Advanced
operating system or applications troubleshooting.
-
Installation,
configuration, or troubleshooting of specialized or complex
infrastructure components or software applications (e.g. Oracle
RDBMS, RAID solutions, Fibre-channel devices, firewalls,
load-balancers, etc.)
-
Full
deployment of delivered infrastructure, including hardware,
software, middleware, and related components.
-
Critical
data backup and/or restore operations.
Remote
Hands Purchase Options
In
addition to our included Level 1 remote hands services, customers
may also choose to utilize regularly scheduled Level 1 or Level 2 remote hands services
or simply utilize them on an as needed basis. The following details the
available options for purchasing blocks of remote hands services time to be used throughout a contract
period or on an as needed basis.
| Service |
Minimum |
As
Needed Disc |
Contract
Disc |
Notes |
| Level 1 |
One hour or more |
0% |
25% |
Up to
four (4) hours per month of Level 1 remote hands time are included
with an annual service contract. Time is decremented in 15 minute minimum
intervals. Additional Level 1 service time may
be purchased under contract at a discounted rate, or purchased on
an as needed basis at BAIS standard technical services hourly
rates, less applicable discount. |
| Level 2 |
Two
hours or more |
0% |
25% |
Level 2
services are not included as part of our standard service. A two hour minimum
block purchase is required. Time is decremented in 15 minute minimum
intervals. Additional Level 2 service time may be purchased under
contract at a discounted rate, or purchased on an as needed basis
at BAIS standard professional services hourly rates, less
applicable discount. |
Terms
and Conditions:
-
Depending
on the contracted level of co-location services, a pre-defined
number of remote-hands support hours per month may be included at no
charge. For customers who have not contracted for Remote Hands
services or have exceeded the included amount, should these services
be required, the customer will be billed on a time and materials
basis, in minute increments, at current BAIS labor rates
-
A
specific number of remote hands services time are added to customers contract for
monthly or annual utilization.
-
Customer
is invoiced in advance for each block of time.
-
For
contracted blocks of time, time is decremented from the block in fifteen minute intervals as they are used.
-
If
customer utilizes their full block of time prior to expiration of a
contract or contract addendum, services may still be requested but will be billed at
the then current, non-discounted hourly rates for each level of service. Customers
may, at any time, order additional blocks of time to be utilized during
a specific contract term.
-
If
customer does not utilize all hours contracted to by the end of one
annual contract period, unused time is not credited.
- A 2-hour minimum
charge applies to all Level 2 remote hands services requests that
are not under contract.
- In accordance with the
above levels of service, customers have the option to have a BAIS
employee perform simple procedures on co-located equipment by
following literal instructions over the phone, email, or fax from a
pre-authorized employee or contact from customer's company. BAIS
reserves the right to refuse to execute certain types of procedures.
Pursuant to BAIS' co-location and hosting agreements, BAIS accepts
no liability for any loss or damages caused by performing the above
services.
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