Manage your business infrastructure and maximise operational uptime with the AIMS Smart Hands Service.

AIMS Smart Hands Service gives you peace of mind knowing that our highly skilled and experienced Service Operation Centre (SOC) Engineers are on-hand to render technical support for your critical IT infrastructure in our data centres.

Our services include remote management, customised installations and equipment troubleshooting assistance, 24 hours a day, 7 days a week, 365 days a year.

AIMS Smart Hands Service involves our SOC Engineers physically managing your equipment or entering your colocation space to render the specific assistance that you may require.

There are 2 categories of support:

Level 01 Smart Hands Service

Level 02 Smart Hands Service

 

Level 01 Smart Hands Service

A basic support service that requires no longer than 15 minutes to complete.

These tasks include:

  1. Rebooting or power cycling of an equipment;
  2. Resetting of sub-equipment by ejecting the device and re-inserting it;
  3. Reading serial numbers on the equipment;
  4. Relaying status of the equipment status indicators;
  5. Pushing a button or toggling a switch;
  6. First-time patching for newly laid AIMS cross-connect order.

 

Level 02 Smart Hands Service

A service suite comprising advanced 24 x 7 support based on a prepaid plan, or on an ad-hoc and hourly basis.*

These tasks include:

  1. Providing visual verification (Ëśremote eyes’) to assist troubleshooting efforts;
  2. Plugging in a console port for remote management;
  3. Moving, installing or securing cable(s) or customer internal cross-connects;
  4. Swapping of pre-labelled, pre-ejected, removable media;
  5. Replacing or verifying connectivity integrity of cross-connections (except when AIMS Network Resell circuit/ MRC cross connection is subscribed);
  6. Adding, removing or verifying a demarcation label;
  7. Performing physical loopback for the telecommunication circuits (except when AIMS Network Resell circuit/ MRC cross connection is subscribed);
  8. Troubleshooting of customer’s equipment with customer’s assistance;
  9. Taking inventory or taking digital pictures of customer’s equipment/ allocated rack space within the data centre;
  10. Labelling equipment and cable connections;
  11. Assisting with physical installation, relocation or movement of customer’s equipment;
  12. Shipping and handling of RMA equipment;
  13. Providing support for all logistics services;
  14. Coordinating and arranging a temporary storage placement;
  15. Installing, replacing/removing any equipment components that are hot-swappable and/or highly modular in design – e.g. router/switch, internal module or card, disk drive or memory;
  16. Installing or swapping pre-configured equipment or components;
  17. Performing diagnostic and signal testing on circuits using diagnostic equipment;
  18. Providing access to CCTV footages and access logs;
  19. Assisting with customer’s audit documentation and onsite auditing;
  20. Providing AIMS Subject Matter Expert support and assistance on customer’s planned or maintenance activities.

* To subscribe for our Level 02 Smart Hands Service, please contact your designated Client Manager.