Smart Hands Support

Smart Hands Support

Let our experts help you manage your business infrastructure and maximise your operation uptime.

Your IT infrastructure is a crucial part of your business and deserves expert care to ensure it stays running smoothly. From remote management to equipment troubleshooting assistance, our skilled Service Operation Centre engineers are on hand 24/7 to render technical support in our data centres.

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What We Offer

Level 01 Smart Hands Service

A free basic support service that requires no longer than 15 minutes to complete, including:

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

Level 02 Smart Hands Service

An add-on service suite with advanced 24/7 support based on a prepaid plan or on an ad-hoc and hourly basis, subscribed through the Client Manager. Services include:

  • Providing visual verification (remote eyes) to assist troubleshooting efforts
  • Plugging in a console port for remote management
  • Moving, installing or securing cable(s) or your internal cross-connects
  • Swapping pre-labelled, pre-ejected, removable media
  • Replacing or verifying connectivity integrity of cross-connections (except when AIMS Network Resell circuit/ MRC cross-connection is subscribed)
  • Adding, removing or verifying a demarcation label
  • Performing physical loopback for the telecommunication circuits (except when AIMS Network Resell circuit/ MRC cross-connection is subscribed)
  • Troubleshooting your equipment with your assistance
  • Taking inventory or taking digital pictures of your equipment/ allocated rack space within the data centre
  • Labelling equipment and cable connections
  • Assisting with physical installation, relocation or movement of your equipment
  • Shipping and handling of RMA equipment
  • Providing support for all logistics services
  • Coordinating and arranging a temporary storage placement
  • 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
  • Installing or swapping pre-configured equipment or components
  • Performing diagnostic and signal testing on circuits using diagnostic equipment
  • Providing access to CCTV footage and access logs
  • Assisting with your audit documentation and onsite auditing
  • Providing AIMS subject matter expert support and assistance on your planned or maintenance activities
Learn more about our smart hands support.