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    Smart Hands Services

    Bluebird Data Centers are pleased to offer Smart Hands Services as a premium feature to enhance the colocation experience in our data center ecosystem. Smart Hands Services offers an efficient and effective solution for deployment of services – as well as troubleshooting equipment in real time – without dispatching customer resources to physically diagnose the issue. Bluebird Fiber and Bluebird Data Centers employ highly-skilled technicians, and will work with your technical personnel to assist in deployment, diagnosis and resolution of issues upon your request.

     

    Remote Hand Services
    IT Systems Administrator Installing Computer Equipment in Server Room

    Process Overview

    • For Emergency requests, please call the Bluebird NOC at 877-766-2662 in addition to completing the Smart Hands Request Form.
    • To initiate a scheduled, planned Smart Hands activity, please complete the detailed Smart Hands Request Form on the Bluebird Fiber web site.
    • All Smart Hands Services requests will be directed to the Bluebird Data Center Support Team, allowing a single point of contact for all customer support incidents.
    • All requests are processed through a defined escalation path until resolved.
    • Smart Hands Services Plans include prepaid service hours and guaranteed response times.

     

    Data Center Portal FAQs

    Smart Hands Services Activities

    SERVER REBOOTS:

    Simple restarts or resets of customer equipment for maintenance or troubleshooting purposes at the customer’s request. Classified as a “15-minute Drill” activity.

    SERVER REFRESH:

    Customer server swap outs will be charged in 15-minute increments.

    SHIPPING AND RECEIVING:

    Shipping: Will be charged in 15-minute increments for the time it takes to pack the item. Additional charges may apply if materials have to be purchased to pack and ship items.

    Receiving: Will be charged in 15-minute increments for the time it takes to receive and store the item. An additional storage fee will be charged for items stored for more than 2 weeks.

    EQUIPMENT INSTALLATION:

    Assistance in installation of equipment (“rack and stack”) will be charged in 15-minute increments. A written request with detailed instructions must be provided for all equipment installation activities.

    RECEIVING OF SMALL PACKAGES:

    There will be no charge if the package weighs less than 5 pounds and only a signature is required to accept the item.

    CUSTOMER- REQUESTED AUDITS:

    Audits requested by the customer will be charged in 15-minutes increments. Typical audit requests include cross-connect audits, tracing cross-connects, port audits, power audits and equipment location verification.

    NOTE: Bluebird Data Centers Smart Hands Services does NOT include Electronic access to a customer’s router or equipment.
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    Bluebird technicians are on call 7x24x365.

    Smart Hands Services Plans are based upon Normal Business Hour activity:
    8:00 am to 5:00 pm, Monday through Friday.

    Customers enrolled in a Bluebird Smart Hands Service Plan pay as little as $90 per hour.

    Ad-hoc Smart Hands requests for customers without a Service Plan will be billed at $150 per hour during Normal Business Hours, with Evening and Weekend Hours billed at $175 per hour. No After-Hours activity is permitted without a Service Plan.