Helping Hands

Within our data centers, FiberMedia provides three basic types of remote hands services:

Level A
The most basic activities of on-site technicians performed with “eyes’, “ears’, and “fingers’, but without involvement of tools, equipment, physical labor, keyboard or other data input. Examples are: 1) setting and resetting switches; 2) power cycling; 3) minor cabling; 4) reporting on equipment displays.

Level B
Includes Level A services plus some configurations or running of certain basic operations pursuant to real-time instructions of Customer. Examples are 1) running single, built in diagnostic equipment; 2) inputting commands on a keyboard console; 3) changing tapes; 4) cable organization; 5) modifying cable layouts, such as Ethernet or FDDI connections; 6) labeling; 7) backup and restore services for unmanaged colocation clients; 8) non-standard installation requirements.

Level C
Includes Level A & B services plus direct equipment configurations and hardware / software interaction. Examples include 1) installation of equipment in existing rack space; 2) replacing hardware components with spares and upgrades; 3) adding memory; 4) upgrading drive capacity by installing new or additional disk drives; 5) tasks involving senior System Administration/Special Project staff members; 6) tasks involving unscheduled emergency procedures (installations, troubleshooting etc).

In addition, we provide: