From time to time, Colocation Customers may request DakotaPro staff to perform "Remote Hands" service on Customer's equipment located within the DakotaPro colocation facilities.
Basic Remote Hands service involves DakotaPro's personnel physically touching Customer's equipment or entering Customer's colocation space. Basic Remote Hands tasks are limited to simple tasks that take no longer than 15 minutes to perform such as:
Advanced Remote Hands service involves DakotaPro’s personnel doing any tasks not specified above on behalf of the Customer on their collocated equipment. Prior to submitting such advanced requests, Customer should first verify that DaktoaPro can support their request. Examples of such Advanced Remote Hands services are, but are not limited to:
Basic Remote Hands requests are generally accommodated as quickly as possible. DakotaPro targets, but does not guarantee, a maximum of 1 working hour between receiving a written request and when we begin the Basic Remote Hands service requested by the customer. Requests for Advanced Remote Hands services are scheduled at a mutually agreeable time between the Customer and DakotaPro staff.
An actionable Remote Hands request is defined as DakotaPro receiving a written request, originating from an Authorized Customer contact, and containing complete instructions as to what actions the customer wishes the Remote Hands technician to perform. Acceptable methods of delivering a written request to DakotaPro are via fax, email, or in written form delivered by any common carrier.
The requester will be informed via e-mail of completion of the requested work.
Should the customer require more than 1 Basic Remote Hands Service per month or Advanced Remotes Hands service, charges will be billed at the Technical support rates as specified in the Customer’s Master Agreement with DakotaPro.
Billing: DakotaPro shall provide Basic complimentary remote-hands assistance to the Customer up to 1 time per month at no charge. Additional requests, for either Basic or Advanced Remote Hands services, will be billed at the then-current support rates as outlined in section 5 of the Master Agreement (Support), based on the level of work requested. While Basic Remote Hands services are available during all working hours, Advanced Remote Hands services are based on available staffing and availability. Customers requesting Advanced Remote Hands services should send in a written scope of work request so that we can give a written quote for services.
Customer Liability when using the Remote Hands Services. All hardware has the potential to fail. Such failure may lead to the loss of Customer data and/or hardware downtime. DakotaPro strongly recommends Customer maintains an ongoing backup and disaster recovery plan to ensure minimal impact to Customer’s operations should such a failure occur. Remote Hands Services provided by DakotaPro are a “best effort” service and is provided to assist the Customer when they cannot be physically present when troubleshooting a problem with their collocated equipment. In performing Remote Hands services, DakotaPro accepts neither responsibility nor liability for the Customer’s equipment or data integrity.
DakotaPro shall use reasonable business practices to minimize the chances of causing damage to Customer’s equipment and/or data. However, since the very act of restarting servers and/or other diagnostic acts may cause such losses, Customer agrees to hold DakotaPro harmless for any such damage created by using our Remote Hands Services.