When collocating within NRB Telecom data centres, a 1st line support (remote hands) service is contracted for all customers as standard. This remote hands support service provides fast, reliable and cost effective service that is essential for our customers. Our highly skilled engineers will be able to respond quicker to your equipment as they are based on site and are familiar with the equipment being used. Standard customer contracted remote hands support includes:
Checking alarms on equipment
Receive notification of circuit faults from customers, NRB Telecom will liaise with Telecom carriers regarding the fault and then notify customers of clears
Change faulty modems and plug in type cards using spares provided by customers
Re-set, re-boot and power on/off of customers PC's and servers
Please contact your account manager to find out what extra remote hands service is provisioned for that is not stated on the contract.
Our engineers also provide router and switch support to our customers that will include
A fault diagnosis upon notification from the customer
Interrogate the system configuration of the router through the console port under detailed customer direction
Change the system configuration parameters under detailed customer direction
Remove cards, power supply or chassis and replace with customer supplied spares following fault diagnosis
Reload operating system software and/ or configuration by either downloading a soft copy of the configuration supplied by customer or by entering a hard copy supplied by customer.