The ‘Remote Hands’ service

As part of our ongoing Data Centre management, we offer a ‘Remote Hands’ service. This is in place to ensure optimal maintenance of our network infrastructure, timeous provision of servers to customers as well as providing hands-on assistance where there is no self-help service available.

With the Remote Hands service, Self-Managed customers will receive free assistance from one of our technicians.

Note on After Hours

Our after-hours times are as follows:

Cape Town Data Centre: From 5 pm to 8 am on weekdays, public holidays and weekends
Samrand Data Centre: From 7 pm to 6 am on weekdays, public holidays and weekends

The Remote Hands fee during after-hours is R175/15min, including the first 15 minutes. After-hours call-outs may take 30 – 40 minutes.

The Remote Hands service is available to all Self-Managed customers should you require assistance from one of our Data Centre technicians. Customers are encouraged to use the self-management tools that have been put in place before requesting the assistance of one of our technicians.

Onsite data transfers

Self-Managed customers are not able to physically access their servers. In order to accommodate our customers, we have prepared fully-equipped workstations (incorporating both Windows & Linux operating systems) at our various Data Centre facilities. These workstations have a 100Mbit LAN available free of charge, should customers wish to perform onsite data transfers.

Data Centre visits are by appointment only

Visiting one of our Data Centre facilities is by appointment only. Customers will incur a penalty fee should they fail to make an appointment or should they not appear at a pre-scheduled appointment, without prior cancellation.

Assist Note

With our increased security measures, access to all rooms that house customer servers will be strictly limited to our personnel only.