The Digital Ranch's skilled professionals provide free Remote Hands for equipment hosted at the data center. We cover both Tier 1 and Tier 2 services as part of our added value.

Tier 1 support covers items such as:

• Pushing a button, toggling or flipping a switch
• Rebooting or power cycling of equipment
• Reading off serial numbers on equipment to customer
• Providing visual verification to assist customer's remote troubleshooting efforts
• Plug in a console port for remote management by customer
• Moving or securing a cable
• Reporting what is on the screen on a monitor in a customer colocation space
• Auditing power circuit usage
• Hooking up a monitor and reporting what is on the screen

Tier 2 support covers items such as:

• Labeling equipment and cables
• Assisting customer with physically installing, relocating, or movement of equipment
• Opening customer’s equipment to investigate hardware configuration
• Configuring customer equipment
• Taking inventory of a customer's equipment, or taking pictures of equipment or co-location space
• Labeling equipment and cables
• Troubleshooting hardware and operating system issues
• Helping with software installation such as operating system, MSSQL and other standard software
• Managed primary and secondary DNS services
• Managed firewall services

Services not included in either Tier 1 or Tier 2 remote hands and are billed separately are:

• Swapping out offsite backup drives and taking them to another location
• Client requests to pick up hardware and take it down to the data center

How Can I Order Remote Hands?

Requests for scheduled or unscheduled remote hands support can be made at any time. However, please schedule non-emergency remote hands at least 24 hours prior to the desired scheduled event. Requests should originate from an authorized contact via email to support@digital-ranch.net, the online request form or by calling 801-485-4503. In the request, please include complete instructions for the Remote Hands technician. The Digital Ranch will inform you when the request is received and completed.