Free onsite support (“Helping Hands”)

As a result of customer feedback, and as a recognition of the tough economic times our customers are facing, we have reviewed our charges for “helping hands” (i.e. on-site help) and are pleased to announce that helping hands in our Reynolds House datacentre during office hours is now free-of-charge, subject to a maximum usage policy.

The included allowance (which will not be rigidly enforced but serves as a guideline) is as follows:

Shared Colocation
2 x 15 minute incidents per year, per “U” of space occupied

Dedicated Servers
2 x 15 minute incidents per year, per server.

Rackspace
2 x 15 minute incidents per month, for quarter cabinet customers.
4 x 15 minute incidents per month, for full cabinet customers.

For a full definition of Helping Hands (i.e. what’s included and what isn’t), please visit our support levels definition page.

Should you have any comments or feedback, we’d love to hear from you.