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 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:
  • Pushing a button, toggling or flipping  a switch
  • Rebooting or power cycling of equipment
  • Reading off serial numbers on equipment to customer 
  • Providing visual verification to assist customer's remote troubleshooting efforts
  • Plug in a console port for remote management by customer 
  • Moving or securing a cable
  • Swapping a hot swappable hard drive or power supply
  • Reporting what is on the screen on a monitor in a customer colocation space
  • Auditing power circuit usage
 
Customers may request a maximum of 1 basic complimentary remote hands service per cabinet per month.

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:
  • Hooking up a monitor and reporting what is on the screen
  • Opening customer’s equipment to investigate hardware configuration
  • Configuring customer equipment
  • Inventorying a customer's equipment or taking pictures of equipment or co-location 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 
 

Remote Hands SLA

Remote Hands requests are generally accommodated as quickly as possible. Host.net targets, but does not guarantee, a maximum of 15 minutes between receiving a complete request and beginning the work requested by the customer. 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 receiving of a request, and the completion of the requested work.