First line support is included in basic colocation service fee. This is unique feature of Telehouse service. Additional support is also available.
- – Check alarm status of equipment and provide fault investigation where requested
- – Check software configuration of equipment
- – Investigate faults on customer circuits supplied by third party telecommunications carriers
- – Install, replace or remove hot-swappable equipment using spares supplied by the customer
- – Perform hard or soft resets/reboots of equipment upon request
- – Perform system troubleshooting under the customer direction
- – Move the installed patch cables within contracted zone
- – Additional second level technical support request would be charged at hourly fee basis with a minimum half hour charge per call