Support Services
Supplement your in-house technical resource by calling upon systems and networks specialists around-the-clock.
The Service
The Bunker’s Ultra* secure Support Service enables you to extend your in-house technical resource and skill set without any of the associated investment of employing full-time manpower. This service is available to all customers as either ad-hoc support, planned updating/patching, or as an extension of your in-house IT department.
As part of our Managed Service we design, procure, build, tune, monitor, manage and maintain your system 24/7/365. However, we recognise that sometimes you may need additional technical support on hand, for changes not covered in your contract, to assist you with specialist tasks or to provide support for your team as they make significant and or complex changes to your system. For our Colocation customers we recognise that you may simply need help on the ground at times of heavy workload or when special projects demand extra technical resource.
This service may be pre-booked 24 hours in advance during working hours. (09.00 – 17.00) out of hours requests require more notice depending on the requirements. We will provide a scope of work and estimate for projects likely to take over 4 hours.
Tab 1
The Bunker’s Ultra* secure Technical Support team provide invaluable protection for today’s multi platform environments. We will put you in direct contact with a specialist technician in either one of our Microsoft, Networks or Open Source teams to ensure you have the best support regardless of your chosen system. Pre-booking:
- A client may pre-book technical team members time to ensure availability
- The client can use this pre-booked resource for single or multiple use i.e. where 2hrs might be broken down into 5 smaller time periods and split over the duration of a month
- 25% of the time may be used outside of normal business hours
- Costs vary depending on the type of support needed
Tab 2
The Bunker ‘Remote Hands’ team comprises of System and Network staff. Unlike other Data Centres, Bunker ‘Remote Hands’ are qualified to the highest standards with skills that far surpass those required for the notifying of alarms and pressing of buttons.
It should be noted:
- Any intervention to a customer’s equipment specifically requested by the customer, where the customer’s instructions are followed precisely is deemed as ‘Remote Hands’
- These instructions and their outcomes are the responsibility of the customer
- 15 minutes Remote Hands service per day is included within your colocation contract
All Remote hands requests received will be logged and issued with a ticket number and will be dealt with in numerical order. The 15 minutes per day included within your colocation contract cannot be carried over to future days if engineers services are not required on a given day.
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Tab 3
The Bunker has a policy of no unescorted access to the data centre floor. With this in mind, The Bunker provides a bookable service of escorted access to the data floor to work on your system. This service gives you peace of mind that no one else will be able to gain unauthorised access to your hosted environment.
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Tab 4
All customers will be given a “customer access” form to complete prior to accessing the facility. The form will detail who is allowed to access the facility and what permissions they have. Only people with pre-booked permission on the security access form will be allowed access to The Bunker data centre facilities.
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