REMOTE HANDS 

365 Data Centers Remote Hands Service provides professional support to clients requiring emergency, planned and routine maintenance. With 365 Remote Hands, clients are able to respond more quickly to emergencies, reduce travel time to and from the data center, improve uptime, and reduce the cost of infrastructure management and maintenance. With hourly service plans, volume discounts and 30-minute billing increments, clients are able to reduce their cost of infrastructure management.

 

SERVICE PLAN

DESCRIPTION OF SERVICE PLAN

CHARGE (BILLED RATE)

Annual 20 Hours / Year

20 hours of Remote Hands Services that can be used over the entire year during Business Hours. Billed in 30-minute increments

$2,500 per Year ($125/Hour)

Enterprise 3 Hours / Month

3 hours of Remote Hands Services during Normal Business Hours that can be used on a monthly basis. Billed in 30-minute increments

$345 per Month ($115/Hour)

Professional 2 Hours / Month

2 hours of Remote Hands Services during Normal Business Hours that can be used on a monthly basis. Billed in 30-minute increments.

$250 per Month ($125/Hour)

Essential 1 Hour / Month

1 hour of Remote Hands Services during Normal Business Hours that can be used on a monthly basis. Billed in 30-minute increments.

$135 per Month ($135/Hour)

Basic Free 15-Minute Incidents

Any incidents that take less than 15 minutes during Normal Business Hours will not be billed. Free incidents may include server reboots, signing for packages under 5 lbs and escorted access requests.

$25 per Month ($165/Hour)

No Service Plan

All Remote Hands Services will be billed in 30-minute increments.

$0 per Month ($165/Hour)

 

Remote Hands Services are performed by Site Technicians and our NOC personnel. All Remote Hands requests will be directed to the 365 Customer Service Center (CSC), allowing a single point of contact for all client support incidents. All requests are processed through a defined escalation path until resolved. Remote Hands Service Plans include prepaid service hours and guaranteed response times.

365’s Atlanta colocation facility within Telx does not offer complimentary basic remote hands requests; however, remote hands requests will be performed at rates in effect at the time of request or as per the service order.

Typical activities performed as a remote hands service:

SERVER REBOOTS: Under a Service Plan, client reboots will be free if under 15 minutes. If no service plan is in place, this service will be charged in 15-minute increments.

  • SERVER REFRESH: Client server swap outs will be charged in 30-minute increments
  • SHIPPING AND RECEIVING: Shipping and Receiving will be charged in 30-minute increments.
    • Shipping: Will be charged in 30-minute increments for the time it takes to pack the item. Additional charges may apply if materials have to be purchased to pack and ship items.
    • Receiving: Will be charged in 30-minute increments for the time it takes to receive and store the item. An additional storage fee will be charged for items stored for more than 2 weeks. There will be no charge if the package weighs less than 5 pounds and only a signature is required to accept the item.
  • STORAGE OF EQUIPMENT: If a receiving ticket is not opened, packages will be stored at the site at no additional charge for no more than 1 week. After the 1 week additional monthly storage charges will apply. If receiving ticket is opened, packaged will be stored at the site at no additional charge for no more than 2 weeks. After the 2 weeks additional monthly storage charges will apply.
  • RACK AND STACK: Assistance in racking and stacking equipment will be charged in 30-minute increments. Detailed, written instructions must be provided for all Rack and Stack activities.
  • CLIENT-REQUESTED AUDITS: Audits requested by the client will be charged in 30-minutes increments. Typical audit requests include cross-connect audits, tracing crossconnects, port audits, power audits and equipment location verification. Audits are only performed during normal business hours.

365 offers advanced remote hands service for an additional charge, which will be quoted upon request of such service for client acceptance.

Advanced Remote Hands Services are classified as:

  • Connecting a monitor to client’s networking equipment and performing work based on client request 
  • Opening client’s equipment to investigate hardware configuration
  • Configuring client networking equipment
  • Inventorying a client’s equipment or taking pictures of equipment or colocation space
  • Labeling equipment and cables

Due to regulatory compliance, 365 Data Centers personnel shall not access any of a client’s data, applications or images or log into any client’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 365csc@365datacenters.com from an authorized client contact. The request should clearly specify client account name, facility location, colocation cabinet or cage number (if on hand), and specific task to be performed.

Remote Hands SLA

Our data center technicians are on call 24/7/365 and Remote Hands requests are generally accommodated as quickly as possible. All Service Plans are limited to Normal Business Hours and will be billed at the Billed Rate. Remote Hands usage beyond the included Service Plan hours is billed at $165 per hour in 30-minute increments. After-Hours rates are $165 per hour billed in 30-minute increments with a 2-hour minimum per incident. For clients without a Remote Hands Service Plan, 365 Data Centers Remote Hands services will be billed at $165 per hour in 30-minute

increments. Normal business hours are defined as Monday through Friday, excluding holidays, 7am to 6pm local time. After hours are defined as Monday through Friday, including holidays, 6pm to 7am local time and all hours on Saturday and Sunday. After hours are billed at $165 per hour with a minimum 2-hour charge. 365 uses best efforts to respond within three hours to Remote Hands requests. A complete request is required before a Remote Hands request can be completed. 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 client wishes the Remote Hands technician to perform. The client will be informed via e-mail of both the receipt of the request, and the completion of the requested work.