All Colocation customers in good standing will enjoy the following support options:
24/7 telephone and email support:
Direct support via data center staff can be obtained 24 hours per day, 7 days per week per client service contract. Some requests, such as additional IP allocations, hardware orders, etc will require approval from Connex, and should be made during our normal office hours for fastest service.
24/7 facility access:
All clients whom request facility access may arrange with Connex to be put on the facility access list. Thereafter, clients can gain access to the data center facility 24/7/365 by presenting proper credentials upon arrival.
24/7 basic remote hands service:
All clients are entitled to an allotment of basic remote hands service, free of charge, as it applies to their colocated equipment. Free basic remote hands service is defined here. Programming work, software/hardware maintenance, troubleshooting, administration, and any other work not covered by remote hands service will be subject to additional charges.