Remote Hands Support

Remote Hands is a paid technical service team that supports clients with on-site assistance installing or trouble shooting equipment. The following support channels are available during normal business hours and after-hours:

	Business hours incident response Monday – Friday 8am to 6pm is $125 per hour
	After-hours / Holiday response is $125 per hour with a 2-hour minimum
	Toll Free telephone support with qualified network administrators
	Online ticket creation at http://www.profitability.net/newticket.html
	Email support at support@profitability.net
	Online knowledge base at http://www.profitability.net/kb

Profitability.net technicians will provide the following levels of assistance:

	Deployment of colocation equipment and cabling
	Pushing a button or toggling a switch to power cycle equipment
	Provide visual verification to assist customer’s remote troubleshooting efforts
	Relay equipment status
	Move or secure cables
	Type client commands
	Install replacement or new equipment
	Label equipment or cables
	Swap pre-labeled media
	Inventory client equipment or take digital pictures of equipment or the colocation space
	Install customer provided software with default configurations

Nonemergency Remote Hands support requires a 48 hour notice for scheduled work to be performed during normal business hours and 72 hour notice for scheduled work to be performed after-hours.

Clients who contract for ongoing Remote Hands Support are eligible for the following Service Level Agreement. For emergency requests our response time is:

	Business hours response is within one hour of your request
	After-hours response is within two hours of your request
	Remote Hands support requires authorization from a contact of record from your company and email confirmation by Profitability.net. Remote Hands can be requested via email to support@profitability.net or by creating a work request at Contact Support