Remote Hands

Remote Hands support (formerly known as Gold Support) services provide on-site (“hands-on”) support for our Customers’ environments within Cyxtera’s data centers.

Remote Hands Support Services

Monthly Recurring Subscription

Monthly Recurring Subscription is a fixed block of support hours purchased each month.

Support hours provided at Customer’s request during a calendar month are subtracted from the number of hours purchased.

Unused hours may not be carried into successive months.

Customer shall remit payment for all hours in such fixed block regardless of whether hours are used.

Overages are charged at the On-Demand rate.

Pre-Paid Support Blocks

Pre-Paid Support Blocks are non-recurring fixed blocks of support hours purchased and consumed over several months.

Support hours provided at Customer’s request are subtracted from the number of hours purchased until exhausted.

Overages are charged at the On-Demand rate.

On-Demand

On-Demand support is purchased for those instances where there are unplanned events and Remote Hands hours are not purchased in advance.

On-Demand support is subject to availability.

Each plan provides 24/7/365 support by Cyxtera support engineers.

On-Demand Services

  • Cycling power on your equipment
  • Visual equipment checks
  • Attaching monitor, keyboard, mouse, or consoles to equipment
  • Replacing your hardware components with spares/upgrades
  • Changing labeled cables
  • Customer-approved escorts
  • Loading of media (tapes, CDs, DVDs, or USB media)
  • Troubleshooting of physical ports, including non-Cyxtera provided telecommunication circuits
  • Entering commands according to your detailed instructions and relaying system responses
  • Executing built-in diagnostics according to your instructions
  • Perform other tasks requiring a similar skill level where immediate action is required

Scheduled Services

  • Upgrading disk drive capacity by installing new or additional drives
  • Installing newly received equipment under specific instructions
  • Adding memory cards
  • Configuring routers, switches, and other network equipment under specific instructions
  • Equipment inventory and labeling
  • Cross connect inventory and labeling
  • Support during planned, routine-type maintenance activities
  • Cage/Environment temperature analysis
  • Shipping and receiving

Request Remote Hands Services

To request Remote Hands services, open a Request in the Portal.

Customer Portal Login