Remote Hands and Eyes Services
Citadel100 have a NOC (Network Operations Center) located onsite and provide 24 x 7 x 365 on-site support to undertake reboots, tape changes and undertake other technical activities as directed by the customer and usually under their direct remote supervision.
This service will be required to deal with technical issues affecting service availability which are determined by the Customer to be of an urgent nature and require an immediate response.
This section is not intended to include resources which may be required from time to time to support installs, moves or changes to Customer Equipment, for which Customer would agree a schedule with the NOC in advance.
Where requests are for adhoc work which is not considered by the Customer to be operationally urgent, then such requests will be responded to within 24 hours. Where requests are for adhoc work which is considered by the Customer operationally urgent, then such requests will be responded to within 1 hour and on the basis of priority.
The customer can either phone the Operations Center (NOC) in the Dublin data center or email them and outline tasks required.
The Operations Service Delivery manager will assess the work required and respond with confirmation and an estimate of the hours needed to complete. In the case of a minor request, the task will be performed and the time logged for reporting in the monthly report.
We typically charge an average hourly rate of €45 for remote hands services in the Dublin data center which can be negotiated on directly if contracted (block hours can be booked).
On-Demand Services Available:
- 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.
- Rotations of your label media (tapes, CDs).
- Loading of media (tapes, CDs, DVDs, or USB media).
- Troubleshooting of physical ports, including telecommunication circuits (this is a shared activity with MMR Ireland who have sole access to the Telco room. They provide their service from 9am to 5pm mon to fri). .
- 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 Available:
- 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 style maintenance activities.
- Equipment rack and stack of incremental equipment that requires no more than two engineers and no project management.
- Perform other tasks requiring a similar skill level and duration where the activity can be scheduled between you and the the NOC team.
