Remote Hands Support for Your Colocation Subscription****
At Expedient, we understand the importance of providing seamless, reliable, and hassle-free colocation services. As part of your subscription, you gain access to valuable remote hands support from our 24x7 Expedient Operations Support Center (OSC). This service ensures that your infrastructure operates smoothly, even when you're miles away.
What Remote Hands Support Includes
Our standard remote hands support is available 24x7 and offered at no extra charge for in-scope requests achievable within thirty (30) minutes. These services include:
- Visual Verification – Our experienced technicians can visually inspect device status, check cable positions, observe LED colors, and perform similar troubleshooting efforts as requested.
- Console Port Access – When a device becomes unreachable, we can connect to a console port or monitor to assess its status and provide insights into the issue.
- Device Control – We can push buttons or toggle switches as directed by you to ensure seamless device operation.
- Device Reset and Power Cycling – When needed, we can reset or power cycle a device per your instructions to help resolve issues swiftly.
- Hot-Swappable Components – We can remove and replace certain external components (such as hard drives) without shutting down your system, if the component is hot-swappable.
- Cable Management – At your direction, we can assist in moving or securing a single cable to ensure your setup remains organized and functional.
- Third-Party Vendor Access – We can facilitate temporary entry for third-party vendors as required.
Advanced Services (Requires 1-Week Advance Scheduling)
The following services are subject to engineer availability and should be scheduled at least one week in advance:
- Installation of blanker panels
- Accessing the space under the raised floor (limited to Expedient personnel only)
- Cabinet power readings / cable auditing
- Reviewing hardware installation to ensure proper airflow
- Environmental review to address specific temperature or humidity concerns
- Connecting power to a client cabinet
- Preparing a client cabinet for removal from the data center floor: Disconnecting power, raising feet, removing ground wiring, moving a cabinet to the loading dock (must be empty and safe for Expedient facility engineers to move)
Customized Support
If your needs extend beyond our standard offerings, we are open to discussing and agreeing upon additional services to meet your specific requirements.
How to Request Remote Hands Support
For standard remote hands requests: Contact our Operations Support Center (OSC) and provide a detailed description of the work you need completed.
For comprehensive support or specific requirements: Use our Project Change Request (PCR) process by sending a written request via email to your dedicated account manager, outlining the remote hands assistance you require.
Emergencies and Escalations
In case of emergencies: Open a ticket with our OSC.
For escalations: If you have already opened a ticket with the OSC but require additional attention, please use the Expedient Escalation List.
At Expedient, your satisfaction and the smooth operation of your infrastructure are our top priorities. With our comprehensive remote hands support, you can rest assured that your colocation services are in capable hands. If you have any questions or need further assistance, please reach out to our team.