Smart Hand Solution

Big Band Smart Hands Support Services

We provide Smart Hands services around-the-clock, on-site, operational support service for remote management, installation and troubleshooting of your data center equipment and co-location server. Smart Hands Services are especially relevant today as the businesses environment changes and companies are getting lean yet requires highly skilled IT personnel to manage their network or data center.

This is where Big Band Smart Hands Services play an important role in assisting you to manage your business infrastructure and maximize your operation uptime while you focus on running and building your business. We provide remote management to equipment troubleshooting assistance and, our skilled Service Operation Centre engineers are on hand 24/7 to provide technical support whole year round.

Big Band Smart Hands Offerings

Level 01 Smart Hands Service

This is a basic support service that requires no longer than 15 minutes to complete, including:

  • Rebooting or power cycling an equipment
  • Resetting of sub-equipment by ejecting the device and re-inserting it
  • Reading serial numbers on the equipment
  • Relaying status of the equipment status indicators
  • Pushing a button or toggling a switch
  • First-time patching for newly laid cross-connect order

Level 02 Smart Hands Service

This is an add-on services with advanced 24/7 support based on a Prepaid Plan or on ad-hoc, hourly basis requirements. Services include:

  • Providing visual verification (remote eyes) to assist troubleshooting efforts
  • Plugging in a console port for remote management
  • Moving, installing, or securing cable(s) or your internal cross-connects
  • Swapping pre-labelled, pre-ejected, removable media
  • Replacing or verifying connectivity integrity of cross-connections
  • Adding, removing, or verifying a demarcation label
  • Performing physical loopback for the telecommunication circuits
  • Troubleshooting your equipment with your assistance
  • Taking inventory or taking digital pictures of your equipment/ allocated rack space within the data center
  • Labelling equipment and cable connections
  • Assisting with physical installation, relocation or movement of your equipment
  • Shipping and handling of RMA equipment
  • Providing support for all logistics services
  • Coordinating and arranging a temporary storage placement
  • Installing, replacing/removing any equipment components that are hot-swappable and/or highly modular in design – e.g. router/switch, internal module or card, disk drive or memory
  • Installing or swapping pre-configured equipment or components
  • Performing diagnostic and signal testing on circuits using diagnostic equipment
  • Providing access to CCTV footage and access logs
  • Assisting with your audit documentation and onsite auditing
  • Providing Big Band subject matter expert support and assistance on your planned or maintenance activities

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