Helping Hands

Our "Helping Hands" service allows us to be your hands, eyes and ears for your colocated servers. Our technicians will perform basic administration tasks at your server.

Included Support for Colocation

As part of your colocation or rack space package you are entitled to support on the following issues:

1. Loss of network connectivity, or network issues (99.95% SLA)
2. Loss of power (100% SLA)
3. Loss of air conditioning or other physical security issues
4. Reverse DNS entries
5. Firewall assistance (if our managed firewall service is part of your package)
6. Self-managed reboots using the "remote reboot" option in our support centre
7. A certain quantity of included "Helping Hands" as defined below.�

Helping Hands service

The following example services are covered by our "helping hands" service. This list isn't exhaustive, but includes most of the common tasks we get asked to perform for customers:

• Manual reboots
• Cabling checks
• Attaching roaming "Keyboard Video Mouse over IP" (KVMoIP) to server
• Relaying diagnostic information remotely
• Swapping failed parts on servers
• Checking and amending network setting
• Other on-site administrative tasks
• Accompanying shared colocation customers to their machines

Included Helping Hands

Customers in our main Reynolds House datacentre are entitled to included helping-hands subject
to the following fair-use guidelines:

Shared Colocation
2 x 15 minute office-hours incidents per year, per ‘U’ of space occupied

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

Multiple incidents can be combined, i.e. one 45 minute incident counts as 3 incidents.

These included helping-hands allowances apply during office hours (08:00 – 18:00 on working days) only, and do not apply to our Greenheys facility, as it is an un-manned DR facility.

Additional Helping Hands

After you've used up your included allowance, additional help is charged as follows.

Monday – Friday (working days) "Office Hours" 08:00 - 18:00
£25 per 30 minute block.

Monday – Friday (working days only) "Early Evenings" 18:00 – 22:00
£50 per 30 minute block

Outside of these hours, including bank holidays
£75 per 30 minute block

Response Times

Customers are guaranteed the following response times to tickets submitted through our support site. Response is defined as an engineer being at your server and being available for your helping hands request.

Ticket Priority	Office Hours	Outside Office Hours
Emergency	15 Minutes	1 Hour
High	1 Working Hour	N/A
Medium	4 Working Hours	N/A
Low	1 Working Day	N/A

Failure to meet these response times will result in no charge being levied.

Operating System Management

Our server experts can assist with the management and configuration of your operating system at a rate of £50 per 30 minute block. This service is available during office hours only.