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Level 2 Remote Infrastructure Monitoring “Virtual” Hands Services

Level 2 remote hands services are provided for those situations where more sophisticated or time-consuming action may be required to accomplish a task that would otherwise require time consuming troubleshooting to complete. These services are well suited for advanced technical or professional services needs where highly skilled technicians and/or engineers may be needed to accomplish a task or provide assistance with a complex system or network component, software application, or operating system.

These services are billed at S.M.A.C. Data Center’s current professional services hourly rates. Under this level of remote hands service S.M.A.C. Data Center’s technicians will provide all of the services included in our Level 1 remote virtual hands support , as well as the following additional forms of assistance:

  • Basic troubleshooting of customer equipment
  • Inventorying a customer's equipment
  • Labeling equipment and cable connections within the monitoring software
  • Assisting customer with physically installing, relocating, or movement of equipment
  • Installing, replacing/removing equipment components (e.g. router/switch, internal module or card, disk drive, memory, etc.) that are hot-swappable and/or highly modular in design
  • Assistance with Installing or swapping pre-configured equipment or components
  • Assistance with Installing cross-connects from customer equipment to patch panels
  • Assistance with Moving or securing cables or customer-side cross-connects
  • Installing customer provided software with default configurations or specific and basic customer-provided instructions
  • Assistance with Establishing or taking down a loop-back on a carrier circuit to assist in remote testing
  • Advanced systems or network configuration or troubleshooting (e.g. advanced systems or network protocols and services).
  • Advanced operating system or applications troubleshooting
  • Installation, configuration, or troubleshooting of specialized or complex infrastructure components or software applications
  • Full deployment of delivered infrastructure, including hardware, software, middleware, and related components
  • Critical data backup and/or restore operations

Level 1

Level 2

Level 3