24/7 customer support

  • We offer technical support to our customers 24 hours a day, 365 days a year when it may not be feasible for you to visit our data centres in person. Our Remote Hands service gives you access to an experienced team of engineers that can support services in your racks as if they were your own in-house team. Services include:

Checking the alarm status of equipment and software configuration

Investigating faults on customer circuits supplied by third party telecommunications carriers

Physical check of LEDs, cable connections, change connections, power on/off

Network and device monitoring

Together with KDDI Europe, we provide proactive network and device monitoring services. Our specialist engineers conduct fault investigation with carriers for service restoration, ping monitoring and automatic mail notifications if the device is down.

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

Let’s discuss the possibilities

Connect with Telehouse today

If you’d like to discuss Telehouse’s network connection services, just get in touch. Or, learn more about Telehouse and KDDI’s global coverage.