When your business is in a different city or even country than your IT infrastructure, local support is essential. When you colocate at one of Leaseweb’s secure and advanced Data Centers, we offer Remote Hands to keep your business connected, maintained, and provisioned.
Remote Hands Overview
Remote Hands cover the following activities:
- Removal, installation, and configuration of hardware components
- Testing of cabling for continuity and proper signalling
- Installing, replacing, removing, inventorying, and labelling of equipment
- Cassette exchange, storage, retrieval, and transport
- Power cycling equipment
- Visual verification to assist in troubleshooting
- Wiring of patch panels and equipment
- Routine diagnostics
Information
- Remote Hands is available in several levels: Basic, Bronze, Silver, Gold, and Platinum.
- All our colocation customers receive our Basic Remote Hands package at no additional charge. With this package, requests are processed 24/7, and charged at our standard hourly rate. An upgraded Remote Hands package provides faster response times, priority access to our certified engineers, free minutes, and reduced pricing for support minutes exceeding the package allowance.
Remote Hands (The Netherlands & Germany)
Remote Hands packages for The Netherlands and Germany are placed below:
| Basic | Bronze | Silver | Gold | Platinum | |
|---|---|---|---|---|---|
| Free phone support | 24/7 | 24/7 | 24/7 | 24/7 | 24/7 |
| Response time, hours | 12 | 4 | 2 | 1 | ½ |
| Response time (Engineer on site) | 12 | 6 | 4 | 2 | 2 |
| Support minutes included * | – | 30 | 60 | 90 | 120 |
| Additional support minutes package per 30 min | €45 | €40 | €36 | €31 | €27 |
| Support Hourly rate | €99 | €89 | €79 | €69 | €59 |
| Price/Month | Free | €85 | €160 | €320 | €650 |
Remote Hands (UK)
Remote Hands packages for the UK are placed below:
| Basic | Bronze | Silver | Gold | Platinum | |
|---|---|---|---|---|---|
| Free phone support | 24/7 | 24/7 | 24/7 | 24/7 | 24/7 |
| Response time, hours | 12 | 4 | 2 | 1 | ½ |
| Response time (Engineer on site) | 12 | 6 | 4 | 2 | 2 |
| Support minutes included * | – | 30 | 60 | 90 | 120 |
| Additional support minutes package per 30 min | GBP 58 | GBP 54 | GBP 49 | GBP 45 | GBP 40 |
| Support Hourly rate | GBP 129 | GBP 119 | GBP 109 | GBP 99 | GBP 89 |
| Price/Month | Free | GBP 63 | GBP 129 | GBP 260 | GBP 539 |
Remote Hands (U.S.)
Remote Hands packages for the U.S. are placed below:
| Basic | Bronze | Silver | Gold | Platinum | |
|---|---|---|---|---|---|
| Free phone support | 24/7 | 24/7 | 24/7 | 24/7 | 24/7 |
| Response time, hours | 12 | 4 | 2 | 1 | ½ |
| Response time (Engineer on site) | 12 | 6 | 4 | 2 | 2 |
| Support minutes included * | – | 30 | 60 | 90 | 120 |
| Additional support minutes package per 30 min | $58 | $54 | $49 | $45 | $40 |
| Support Hourly rate | $129 | $119 | $109 | $99 | $89 |
| Price/Month | Free | $104 | $188 | $376 | $776 |
Remote Hands (Sydney)
Remote Hands packages for SYD are placed below:
| Basic | Bronze | Silver | Gold | Platinum | |
|---|---|---|---|---|---|
| Free phone support | 24/7 | 24/7 | N/A | N/A | N/A |
| Response time, hours | 12 | 4 | N/A | N/A | N/A |
| Response time (Engineer on site) | 12 | 6 | N/A | N/A | N/A |
| Support minutes included * | – | 30 | N/A | N/A | N/A |
| Additional support minutes package per 30 min | AUD 99 | AUD 90 | N/A | N/A | N/A |
| Support Hourly rate | AUD 219 | AUD 199 | N/A | N/A | N/A |
| Price/Month | Free | AUD 209 | N/A | N/A | N/A |
Remote Hands (Singapore)
Remote Hands packages for SGP are placed below:
| Basic | Bronze | Silver | Gold | Platinum | |
|---|---|---|---|---|---|
| Free phone support | 24/7 | 24/7 | 24/7 | 24/7 | 24/7 |
| Response time, hours | 12 | 4 | 2 | 1 | ½ |
| Response time (Engineer on site) | 12 | 6 | 4 | 2 | 2 |
| Support minutes included * | – | 30 | 60 | 90 | 120 |
| Additional support minutes package per 30 min | SGD 72 | SGD 67 | SGD 63 | SGD 58 | SGD 54 |
| Support Hourly rate | SGD 159 | SGD 149 | SGD 139 | SGD 129 | SGD 119 |
| Price/Month | Free | SGD 134 | SGD 248 | SGD 496 | SGD 1,016 |
Remote Hands (Hong Kong)
Remote Hands packages for Hong Kong are placed below:
| Basic | Bronze | Silver | Gold | Platinum | |
|---|---|---|---|---|---|
| Free phone support | 24/7 | 24/7 | 24/7 | N/A | N/A |
| Response time, hours | 12 | 4 | 2 | N/A | N/A |
| Response time (Engineer on site) | 12 | 6 | 4 | N/A | N/A |
| Support minutes included * | – | 30 | 60 | N/A | N/A |
| Additional support minutes package per 30 min | HKG 401 | HKG 356 | HKG 311 | N/A | N/A |
| Support Hourly rate | HKG 890 | HKG 790 | HKG 690 | N/A | N/A |
| Price/Month | Free | HKG 829 | HKG 1,459 | N/A | N/A |
Remote Hands (Japan)
Remote Hands packages for Japan are placed below:
| Basic | Bronze | Silver | Gold | Platinum | |
|---|---|---|---|---|---|
| Free phone support | 24/7 | 24/7 | 24/7 | N/A | N/A |
| Response time, hours | 12 | 4 | 2 | N/A | N/A |
| Response time (Engineer on site) | 12 | 6 | 4 | N/A | N/A |
| Support minutes included * | – | 30 | 60 | N/A | N/A |
| Additional support minutes package per 30 min | JPY 7,200 | JPY 6,300 | JPY 5,625 | N/A | N/A |
| Support Hourly rate | JPY 16,000 | JPY 14,000 | JPY 12,500 | N/A | N/A |
| Price/Month | Free | JPY 13,000 | JPY 26,000 | N/A | N/A |
Remote Hands (Canada)
Remote Hands packages for Canada are placed below:
| Basic | Bronze | Silver | Gold | Platinum | |
|---|---|---|---|---|---|
| Free phone support | 24/7 | 24/7 | 24/7 | 24/7 | 24/7 |
| Response time, hours | 12 | 4 | 2 | 1 | ½ |
| Response time (Engineer on site) | 12 | 6 | 4 | 2 | 2 |
| Support minutes included * | – | 30 | 60 | 90 | 120 |
| Additional support minutes package per 30 min | CAD 76 | CAD 72 | CAD 81 | CAD 63 | CAD 58 |
| Support Hourly rate | CAD 169,00 | CAD 159,00 | CAD 149,00 | CAD 139,00 | CAD 129,00 |
| Price/Month | Free | CAD 136,00 | CAD 245,00 | CAD 490,00 | CAD 1009,00 |
