Remote Hands
The Bunker’s ‘Remote Hands’ service provides on-site support to help remotely-based customers manage simple equipment fixes without needing to be on-site.
Remote Hands staff are System and Network staff. Unlike other data centres, The Bunker Remote Hands staff are qualified to a high standard, above simply notifying of alarms and pressing buttons.
- Remote Hands are deemed as an intervention to a customer's equipment specifically requested by the customer, where the customer's instructions are followed precisely.
- These instructions and their outcomes are the responsibility of the customer.
- 15 minutes Remote Hands service per day is included within the colocation contract.
Key features of this service include:
- Labelling of equipment and cable connections
- Setting up of consol boards for remote monitoring by customers
- Power cycling and soft booting
- Escorted facilities access
- Switch toggling
- Installing, replacing or removing equipment modules using standard industry tools
- Swapping, connecting, and reconnecting cabling within a Secure Co-Location environment
- Relaying status’ of LEDs
- Providing visual verification during trouble shooting
Remote Hands services typically take 30 minutes or less to complete, and are provided on a 24x7 basis. Response times are guaranteed within one hour during normal working hours (Monday to Friday 09.00 to 17.00) and within two hours at all other times (after hours, weekends and public holidays).
