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uptime 300x300 - Remote Hands ServiceDatacate’s support services include Basic Remote Hands Service as well as Professional Services for our colocation clients.

All colocation clients receive a monthly allowance of Basic Remote Hands service as an included benefit, with additional blocks of Basic Remote Hands service available as a pre-paid add-on, or billable as an on-demand service. Professional Services is made available on a time-and-materials basis when more advanced work is required.

Basic Remote Hands Service

As part or our commitment to providing our client’s with superior service, our Remote Hands service provides on-site level one technical support by our site managers and technicians to deploy, maintain and help troubleshoot customers’ equipment at any time of the day or night.

Basic Remote Hands Services include:

  • Rebooting and power cycling of equipmentimages - Remote Hands Service
  • Visual verification to assist remote troubleshooting
  • Relaying status of equipment status indicators
  • Plug in head units to relay on-screen information
  • Replacing or verifying cross-connect connectivity integrity
  • Coordinated cable moves
  • Verifying demarcation labels
  • Non-recurring media swaps and power readings

Professional Services

index - Remote Hands ServiceWe realize that it is not always feasible for clients or their technical staff to visit the data center when technical work or issues arise. For that reason, we offer Professional Services at competitive rates, for things like hardware and software installation, configuration, and troubleshooting. We can provide an estimate of time and cost to complete a specific task.

Basic Remote Hands and Professional Services may vary by geography, usage limits may apply. Please contact sales for more information.

Customers may request support by calling our main number and selecting the support extension when prompted. Customers may also request support by opening a ticket from within the Datacate client portal, or the Datacate cloud services portal, or by sending an email to support@datacate.com.