Welcome to Your Courtesy Remote Hands Guide
At Netrouting, we’re dedicated to providing top-tier customer support and services. Our Courtesy Remote Hands service exemplifies this commitment, designed to assist you with various basic but essential tasks. This guide offers a comprehensive overview of how to access and make the most out of these services.
Availability of Services
Operational Hours: Access the Courtesy Remote Hands service from Monday to Friday, 8 AM to 8 PM, based on the local datacenter time.
What Services Are Included?
Our Courtesy Remote Hands service is here to help with straightforward tasks that require minimal time and technical know-how.
Tasks We Handle Include:
- Swapping hard drives.
- Configuring IPMI/iDrac controllers.
- Making BIOS configuration changes.
- Connecting KVM consoles.
- Hooking up power and network cables.
- Mounting and connecting a single physical device, like a server or a switch.
Understanding the Limits
Request Timing: While you can request services within our business hours, tasks requested outside these times may incur additional charges. Typically, we aim to complete tasks within 3 business days.
Task Duration: This service is ideal for tasks that take between 5-10 minutes to complete. More complex or time-consuming tasks will be referred to our professional services team.
Fair Use Guidelines
To ensure all our clients can benefit from this service, we adhere to a fair use policy:
- Tasks should take no longer than 5-10 minutes.
- We recommend limiting requests to an average of two per week.
Should your needs exceed these guidelines, additional charges may apply, or we may suggest scheduling with our professional services team.
When Professional Services Fees Apply
For tasks beyond our standard scope or for urgent requests needing immediate attention, we may charge an hourly fee. You’ll find all the details in our Professional Services policy, and we’ll always inform you about any potential charges in advance.
How to Request Services
- Initiate a Request: Reach out to our support team through our ticketing system. If it’s urgent, you can call, but you’ll need to open a ticket first.
- Provide Clear Details: Let us know exactly what you need, including specific instructions and any additional requirements.
- Wait for Confirmation: We’ll confirm that your request fits within our guidelines and let you know when we can schedule it.
- Notification of Completion: After we’ve completed the task, we’ll notify you of the success.
Making the Most of Courtesy Remote Hands
This guide is designed to help you understand how to efficiently and effectively use the Courtesy Remote Hands services at Netrouting. Our goal is to provide you with the support you need, when you need it, ensuring your operations run smoothly. If you have any questions or need further assistance, don’t hesitate to reach out to our support team.
