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
Remote Hands packages for the Netherlands are shown below:
| Item | Currency | Basic | Bronze | Silver | Gold | Platinum |
|---|---|---|---|---|---|---|
| Free phone support | Hours | 24/7 | 24/7 | 24/7 | 24/7 | 24/7 |
| Ticket response time | Hours | 12 | 4 | 2 | 1 | ½ |
| Engineer on-site | Hours | 12 | 6 | 4 | 2 | 2 |
| Support minutes included | Minutes | 0 | 30 | 60 | 90 | 120 |
| Price/Month Package | EUR | 0 | 85 | 160 | 320 | 650 |
| Additional support rate per 30 mins ** | EUR | 55 | 50 | 46 | 41 | 37 |
| Support hourly rate (outside of package) | EUR | 119 | 109 | 99 | 89 | 79 |
* Support minutes are per month and do not transfer to the next month
**Once the original support minutes from the monthly package have been used, you can request for additional support per 30mins.
Remote Hands Germany
Remote Hands packages for Germany are placed below:
| Item | Currency | Basic | Bronze | Silver | Gold | Platinum |
|---|---|---|---|---|---|---|
| Free phone support | Hours | 24/7 | 24/7 | 24/7 | 24/7 | 24/7 |
| Ticket response time | Hours | 12 | 4 | 2 | 1 | ½ |
| Engineer on-site | Hours | 12 | 6 | 4 | 2 | 2 |
| Support minutes included | Minutes | 0 | 30 | 60 | 90 | 120 |
| Price/Month Package | EUR | 0 | 85 | 160 | 320 | 650 |
| Additional support rate per 30 mins ** | EUR | 55 | 50 | 46 | 41 | 37 |
| Support hourly rate (outside of package) | EUR | 119 | 109 | 99 | 89 | 79 |
* Support minutes are per month and do not transfer to the next month
**Once the original support minutes from the monthly package have been used, you can request for additional support per 30mins.
Remote Hands UK
Remote Hands packages for the UK are placed below:
| Item | Currency | Basic | Bronze | Silver | Gold | Platinum |
|---|---|---|---|---|---|---|
| Free phone support | Hours | 24/7 | 24/7 | 24/7 | 24/7 | 24/7 |
| Ticket response time | Hours | 12 | 4 | 2 | 1 | ½ |
| Engineer on-site | Hours | 12 | 6 | 4 | 2 | 2 |
| Support minutes included | Minutes | 0 | 30 | 60 | 90 | 120 |
| Price/Month Package | GBP | 0 | 63 | 129 | 260 | 539 |
| Additional support rate per 30 mins ** | GBP | 66.5 | 62.5 | 57.5 | 53.5 | 48.5 |
| Support hourly rate (outside of package) | GBP | 146 | 136 | 126 | 116 | 106 |
* Support minutes are per month and do not transfer to the next month
**Once the original support minutes from the monthly package have been used, you can request for additional support per 30mins.
Remote Hands USA
Remote Hands packages for the USA are placed below:
| Item | Currency | Basic | Bronze | Silver | Gold | Platinum |
|---|---|---|---|---|---|---|
| Free phone support | Hours | 24/7 | 24/7 | 24/7 | 24/7 | 24/7 |
| Ticket response time | Hours | 12 | 4 | 2 | 1 | ½ |
| Engineer on-site | Hours | 12 | 6 | 4 | 2 | 2 |
| Support minutes included | Minutes | 0 | 30 | 60 | 90 | 120 |
| Price/Month Package | USD | 0 | 104 | 188 | 376 | 776 |
| Additional support rate per 30 mins ** | USD | 68 | 64 | 59 | 55 | 50 |
| Support hourly rate (outside of package) | USD | 149 | 139 | 129 | 119 | 109 |
* Support minutes are per month and do not transfer to the next month
**Once the original support minutes from the monthly package have been used, you can request for additional support per 30mins.
Remote Hands Australia
Remote Hands packages for Australia are placed below:
| Item | Currency | Basic | Bronze | Silver | Gold | Platinum |
|---|---|---|---|---|---|---|
| Free phone support | Hours | 24/7 | 24/7 | 24/7 | 24/7 | 24/7 |
| Ticket response time | Hours | 12 | 4 | 2 | 1 | ½ |
| Engineer on-site | Hours | 12 | 6 | 4 | 2 | 2 |
| Support minutes included | Minutes | 0 | 30 | 60 | 90 | 120 |
| Price/Month Package | AUD | 0 | 155 | 285 | 570 | 1150 |
| Additional support rate per 30 mins ** | AUD | 100 | 90 | 85 | 75 | 70 |
| Support hourly rate (outside of package) | AUD | 215 | 195 | 175 | 160 | 140 |
* Support minutes are per month and do not transfer to the next month
**Once the original support minutes from the monthly package have been used, you can request for additional support per 30mins.
Remote Hands Singapore
Remote Hands packages for Singapore are placed below:
| Item | Currency | Basic | Bronze | Silver | Gold | Platinum |
|---|---|---|---|---|---|---|
| Free phone support | Hours | 24/7 | 24/7 | 24/7 | 24/7 | 24/7 |
| Ticket response time | Hours | 12 | 4 | 2 | 1 | ½ |
| Engineer on-site | Hours | 12 | 6 | 4 | 2 | 2 |
| Support minutes included | Minutes | 0 | 30 | 60 | 90 | 120 |
| Price/Month Package | SGD | 0 | 130 | 245 | 485 | 980 |
| Additional support rate per 30 mins ** | SGD | 85 | 80 | 70 | 65 | 60 |
| Support hourly rate (outside of package) | SGD | 180 | 165 | 150 | 135 | 120 |
* Support minutes are per month and do not transfer to the next month
**Once the original support minutes from the monthly package have been used, you can request for additional support per 30mins.
Remote Hands Hong Kong
Remote Hands packages for Hong Kong are placed below:
| Item | Currency | Basic | Bronze | Silver | Gold | Platinum |
|---|---|---|---|---|---|---|
| Free phone support | Hours | 24/7 | 24/7 | 24/7 | 24/7 | 24/7 |
| Ticket response time | Hours | 12 | 4 | 2 | 1 | ½ |
| Engineer on-site | Hours | 12 | 6 | 4 | 2 | 2 |
| Support minutes included | Minutes | 0 | 30 | 60 | 90 | 120 |
| Price/Month Package | HKD | 0 | 770 | 1440 | 2880 | 5840 |
| Additional support rate per 30 mins ** | HKD | 500 | 450 | 420 | 370 | 340 |
| Support hourly rate (outside of package) | HKD | 1070 | 980 | 890 | 800 | 710 |
* Support minutes are per month and do not transfer to the next month
**Once the original support minutes from the monthly package have been used, you can request for additional support per 30mins.
Remote Hands Japan
Remote Hands packages for Japan are placed below:
| Item | Currency | Basic | Bronze | Silver | Gold | Platinum |
|---|---|---|---|---|---|---|
| Free phone support | Hours | 24/7 | 24/7 | 24/7 | 24/7 | 24/7 |
| Ticket response time | Hours | 12 | 4 | 2 | 1 | ½ |
| Engineer on-site | Hours | 12 | 6 | 4 | 2 | 2 |
| Support minutes included | Minutes | 0 | 30 | 60 | 90 | 120 |
| Price/Month Package | JPY | 0 | 15200 | 28600 | 57100 | 115800 |
| Additional support rate per 30 mins ** | JPY | 9800 | 9000 | 8200 | 7400 | 6600 |
| Support hourly rate (outside of package) | JPY | 21200 | 19500 | 17700 | 15900 | 14100 |
* Support minutes are per month and do not transfer to the next month
**Once the original support minutes from the monthly package have been used, you can request for additional support per 30mins.
Remote Hands Canada
Remote Hands packages for Canada are placed below:
| Item | Currency | Basic | Bronze | Silver | Gold | Platinum |
|---|---|---|---|---|---|---|
| Free phone support | Hours | 24/7 | 24/7 | 24/7 | 24/7 | 24/7 |
| Ticket response time | Hours | 12 | 4 | 2 | 1 | ½ |
| Engineer on-site | Hours | 12 | 6 | 4 | 2 | 2 |
| Support minutes included | Minutes | 0 | 30 | 60 | 90 | 120 |
| Price/Month Package | CAD | 0 | 136 | 245 | 490 | 1009 |
| Additional support rate per 30 mins ** | CAD | 91 | 87 | 83 | 78 | 73 |
| Support hourly rate (outside of package) | CAD | 199 | 189 | 179 | 169 | 159 |
* Support minutes are per month and do not transfer to the next month
**Once the original support minutes from the monthly package have been used, you can request for additional support per 30mins.
