REMOTE HANDS POLICY
Remote Hands Policy
Colocation Customers may request Host.net to perform “remote hands” service on Customer’s equipment within the Host.net facilities.
Basic Remote Hands Service involves Host.net’s personnel or vendor physically touching Customer’s equipment or entering Customer’s Colocation space. Basic remote hands tasks are limited to simple tasks that take no longer than 15 minutes to perform such as:
- Connecting a monitor to Customer’s networking equipment and reporting what is on the screen (up to 15 minutes)
- Pushing a button, toggling or flipping a switch
- Rebooting or power cycling of equipment
- Reading off serial numbers on equipment to Customer
- Providing physical observations of equipment to assist Customer’s remote troubleshooting efforts
- Plugging in a console port for remote management by Customer
- Moving or securing a cable
- Swapping a hot-swappable hard drive or power supply
- Auditing power circuit usage (only performed during business hours)
Boca Raton colocation Customers may request a maximum of 1 basic complimentary remote hands service per cabinet per month. Additional requests will be performed at rates in effect at the time of request or as per the service order.
Fort Lauderdale colocation Customers may request a maximum of 1 basic complimentary remote hands service per cabinet per month, Monday through Friday 9:00am to 6:00pm. Additional requests will be performed at rates in effect at the time of request or as per the service order.
Host.net Atlanta colocation facility within Telx does not offer complimentary basic remote hands request; however, basic or advanced remote hands requests will be performed at rates in effect at the time of request or as per the service order.
Host.net offers advanced remote hands service for an additional charge, which will be quoted upon request of such service for Customer acceptance.
Advanced Remote Hands Services are classified as:
- Connecting a monitor to Customer’s networking equipment and performing work based on customer request
- Opening Customer’s equipment to investigate hardware configuration
- Configuring Customer networking equipment
- Inventorying a Customer’s equipment or taking pictures of equipment or colocation space
- Labeling equipment and cables
- Assisting Customer with physically installing, relocating, or movement of equipment
- Shipping and handling of equipment
- Installing or swapping pre-configured equipment or components
Due to regulatory compliance, Host.net personnel shall not access any of a Customer’s data, applications or images or log into any Customer’s equipment on which any data, applications or images reside or are otherwise stored.
How to Request Remote Hands Service
All remote hands requests should be sent via email to firstname.lastname@example.org from an authorized Customer contact. The request should clearly specify Customer account name, facility location (Boca Raton, Fort Lauderdale or Atlanta), colocation cabinet or cage number (if on hand), and specific task to be performed.
Remote Hands SLA
Remote Hands requests are generally accommodated as quickly as possible. Depending on the type of request, Host.net targets, but does not guarantee, a maximum response time of 15 minutes Monday through Friday 9:00am to 6:00pm and 1 hour at Nights and on weekends post receipt of the complete service request. A complete request is defined as a request originating from an authorized contact via accepted means, and containing complete instructions as to what actions the Customer wishes the Remote Hands technician to perform. The Customer will be informed via e-mail of both the receipt of the request, and the completion of the requested work.