Remote Hands and Eyes Support from MDXi

Remote Hands and Eyes Support from MDXi provides you with access to professional and competent engineers to handle routine checks, troubleshooting of performance issues, installation and project-based activities on your equipment co-located at our Data Center. Our dedicated and qualified engineers will act as your “eyes and hands” to perform various tasks on your behalf when you cannot physically visit the data center, saving you travel costs, logistics and other challenges, especially with the current state-lockdown due to the COVID-19 pandemic.

With the RHES services, you can now respond to emergencies quicker, reduce travel time to and from the data center, improve uptime, and reduce the cost of infrastructure management and maintenance.

List of services we provide under the RHES services:

Remote Hands Support Tier 1 Service

This is a billed Service and documented customer permission is required for these activities;

  • On-demand inspection of IT equipment, racks and general area for incidences, alarms and indicators
  • Server/ equipment hard reboot
  • Provision of rack cabling for power connectivity (Onboarding and Decommissioning Only)
  • Installation coordination (Onboarding and Decommissioning Only)
  • Acceptance of shipped customer equipment.
  • Circuit termination request (Onboarding and Decommissioning Only)

Remote Hands Support Tier 2 Service

This is a billed service and will be conducted with an agreed scope of work and are chargeable by the hour

  • Basic operating system and application installation
  • Replacement of faulty hardware (swapping disks, power supplies)
  • Plug-in and unplug of network and peripheral cards for chassis equipment and customer’s equipment panel including servers, routers and switches
  • Plug-in and unplug of cable(s) to/from the port location, including inter-patch rack connections, as specified by customer
  • Installation and/or removal of copper/fiber patch lead between interconnection points
  • Labeling and re-labeling of installed cable(s)
  • Storage Tape insertion and retrieval
  • Performing basic equipment diagnostic tests as per customer’s requirement
  • Tape library operations: Basic configuration and simple restoration operations

Remote Hands Support Tier 3 Service

These services are not covered by the Remote Hands Support Billed Service and will require additional resources to complete. The service must be requested at least 48 hours in advance. These services are chargeable by the hour.

  • Advanced operating system and application installation
  • Physical hardware installation – racking and cabling
  • Firewall Implementation
  • General diagnostic tests
  • Tape library operations: Server restoration from backup
  • Equipment Installation and Management

Installation, replacement or removal of a hot-swappable and modular components, such as a router/switch interface card, hard disk, power supply, with no tools required

Performing advanced equipment diagnostic tests as per customer’s requirement

On-demand installation of equipment, including unpacking, mounting and cabling in the customer’s rack

Connectivity Tasks

These services are not covered by the Remote Hands Support Billed Service and will require additional resources to complete. The service must be requested at least 48 hours in advance. These services are chargeable by the hour.

  • Device (Router,Switches) configuration & Onsite installation of devices
  • Remote login to customer equipment at remote site
  • Retrieval of customer equipment from remote site
  • Efficient Backup and Disaster Recovery system with on-demand infrastructure on AWS

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    Work Area

    We provide alternate work environments for authorized customer personnel who require direct access to their hosted infrastructure. Our work environment is also used in the event of a disaster or other business disruption which requires direct access to hosted servers or the provisioning of alternative workspace due to inaccessibility of a customer’s primary work location. MDXi’s work area enables productivity in the face of disruption and helps maintain continuous business operations.

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      Secure Storage

      Customers with storage requirements are provided with private storage enclosures secured with the latest electronic access control technology. Equipment shipments can be received on behalf of customers and stored according to received instructions.

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