FiberMedia remote hands service puts control of your systems in the palm of your hand.
With FiberMedia’s Remote Hands service, you have access to your equipment at any time as if it were right next to you. A quick call or email with your request is all it takes to have a trained FiberMedia technician follow your instructions and assist you with anything from resetting a switch to modifying cable layouts to advanced troubleshooting.
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; non-standard installation requirements.
Level C
Includes Level A and 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).
Remote hands service is available onsite 24/7 at our secure locations in Westchester, Secaucus, Brooklyn and Cleveland. Business hour onsite support is available at all other locations with quick, reliable on-call support for after hours and weekends.
