TECHNICAL SUPPORT AVAILABLE 24/7 · BUCHAREST
Technical interventions on IT&C infrastructure, performed by the NXDATA team according to the customer’s instructions, without the customer’s physical presence at the data center.
REMOTE HANDS SERVICES FOR IT&C INFRASTRUCTURE
Remote Hands services cover technical interventions on IT&C infrastructure without the customer’s personnel being physically present at the data center. Interventions are performed by the NXDATA technical team based on instructions provided by authorized personnel. Services include checks and interventions on equipment, circuits and physical infrastructure.
The NXDATA team is available on-site for technical interventions on colocated infrastructure.
Interventions performed by certified NXDATA technicians.
Remote Hands requests are acknowledged within a maximum of 15 minutes of being submitted by authorized personnel.
REMOTE HANDS SERVICE CLASSIFICATION
Remote Hands services are organized into activity categories according to the type and level of intervention required for IT&C infrastructure.
Orders can be submitted and tracked through the NXDATA Portal, making it easier to manage requests and maintain their history.
• visual inspection and LED checks;
• power consumption readings;
• physical infrastructure audit;
• equipment inventory;
• cross-connect circuit inventory;
• equipment and infrastructure photography.
• circuit checks;
• circuit connection and disconnection;
• measurements;
• circuit relocation;
• circuit replacement;
• patch cleaning;
• RX/TX connection changes;
• hardware loop checks.
• installation of customer-provided patches (fiber optics, coaxial, UTP);
• supply and installation of patches (fiber optics, coaxial, UTP).
• receiving equipment and transporting it to the storage area;
• preparing equipment and handing it over to the courier.
RH1:
• equipment reset (power cycle);
• console installation;
• module reinstallation;
• installation, relocation, replacement and removal of cards;
• installation, relocation, replacement and removal of equipment;
• installation, relocation, replacement and removal of modules;
• functional checks.
RH2:
• installation, replacement and removal of power supply units (PSUs);
• installation, replacement and removal of RAM;
• installation, replacement and removal of HDDs;
• installation, replacement and removal of fans;
• installation, replacement and removal of network interface cards (NICs);
• installation, replacement and removal of RAID controllers.
INTERVENTION PROCESS
Intervention requests are managed through the NXDATA Portal and carried out by the NXDATA technical team based on instructions provided by the customer’s authorized personnel.
Submit the request through the NXDATA Portal.
The NXDATA team verifies the intervention details and the authorization of the contact person.
Activities are performed according to the instructions provided by the customer.
Once the intervention is completed, the customer receives confirmation of the activities performed.
REMOTE HANDS SERVICE MANAGEMENT
The NXDATA Portal enables customers to submit and track Remote Hands orders, as well as manage authorized personnel and information associated with contracted services.
TWO OPERATIONAL LEVELS
To address different types of interventions, Remote Hands services are organized into two operational levels, defined according to the complexity of the activities and the level of expertise required to perform them.
Remote Hands&Eyes Level 1 support services: standardized operational activities such as checks, basic troubleshooting, rack cabling, logistics activities and circuit interventions.
Remote Hands&Eyes Level 2 support services: complex technical interventions involving the installation, replacement or removal of non-hot-swappable hardware components of customer equipment.
Installation and modification of UTP, coaxial and fiber-optic circuits at the customer’s rack.
TALK TO THE NXDATA TEAM
For checks, equipment and circuit interventions, cabling activities or logistics activities, the NXDATA team performs the requested activities according to the contracted service level.