Remote Hands Services

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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.  If you wish to purchase Remote Hands, please click here.

Level 1 Level 1 remote hands services are provided as part of our standard co-location services and are offered at no cost to our Co-Location customers.		Level 2 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.

Terms and Conditions:

1. 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
2. A specific number of remote hands services time are added to customers contract for monthly or annual utilization. 
3. Customer is invoiced in advance for each block of time.
4. For contracted blocks of time, time is decremented from the block in fifteen minute intervals as they are used. 
5. 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.
6. If customer does not utilize all hours contracted to by the end of one annual contract period, unused time is not credited.
7. A 2-hour minimum charge applies to all Level 2 remote hands services requests that are not under contract.
8. 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.