We are here to support you
At Telehouse we provide the highest level of technical support for our customers 24 hours a day, 365 days a year. Our team of engineers can deliver support services to help you maintain business continuity, and meet your business goals.
We remain one of few data centre operators to include an element of Remote Hands services free of charge within our colocation contracts and we are committed to continuing to provide these services for the foreseeable future.
Expert support
Quick & efficient
Maintain continuity
Support when you need it
Highly skilled engineers
Ease of booking
Our Basic Remote Hands Service is included in your Telehouse colocation contract as standard, and our Smart Hands Service is charged at an hourly rate.
Remote Hands Service
The Remote Hands Service is included in the Annual Telehouse Fees, and includes the following services:
- Equipment fault investigation
- Software configuration
- 3rd party fault investigation
- Install, replace, or remove like-for-like equipment
- Equipment hard resets/reboots
- Equipment soft resets/reboots
- basic system troubleshooting
- Move and re-patch cabling
Smart Hands Service
The Smart Hands Service is an enhanced onsite technical support service subject to an Hourly Fee. In addition to the Remote Hands Services, support will include:
- 3rd party new circuit connection
- Installation of new equipment
- configuration changes to equipment
- Equipment audits
- Photographs Equipment
- Uninstall equipment and prepare for shipment
- Assistance for approved visitors
- Install/connect new patch leads
- Label equipment and installed cables
- Equipment collection
- Advanced system troubleshooting
On-Site Technical Support FAQ's
What is included in the Remote Hands service?
Remote Hands includes basic, essential support such as equipment reboots, hardware inspections, patching cables, checking software configurations, and swapping like-for-like equipment. These services are available 24/7 and included at no additional cost as part of your standard colocation agreement.
What does Smart Hands cover?
Smart Hands is a chargeable, advanced support service that covers tasks like installing or decommissioning equipment, managing configuration changes, performing audits, labeling hardware, preparing equipment for shipment, and even assisting approved visitors. It's ideal for clients needing deeper hands-on involvement.
Is there any cost for Remote Hands support?
No, Remote Hands support is included free of charge with all Telehouse colocation contracts. It provides a cost-effective way to manage common technical issues without needing to dispatch your own engineers to site.
How do I request Smart Hands services?
Requests can be made through your customer portal or by contacting your Account Manager. Smart Hands services are billed on an hourly basis and may require advance booking depending on the nature of the task.
Can Telehouse help with new equipment installations or removals?
Yes, Smart Hands includes support for installing new hardware, making new circuit connections, uninstalling existing systems, and packaging hardware for shipment or storage.
Do you support third-party hardware issues?
Yes, both Remote Hands and Smart Hands can assist with fault investigation and diagnostics for third-party hardware or network issues. This can help minimize downtime and speed up resolution.
Is my equipment secure during support interventions?
Absolutely. All support tasks are performed by trained professionals under strict security protocols.