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Remote Hands

Remote Hands

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
  • 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:

BasicBronzeSilverGoldPlatinum
Free phone support24/724/724/724/724/7
Response time, hours12421½
Response time (Engineer on site)126422
Support minutes included *306090120
Additional support minutes package per 30 min€45€40€36€31€27
Support Hourly rate€99€89€79€69€59
Price/MonthFree€85€160€320€650
* Support minutes per month and do not transfer to the next month

Remote Hands (UK)

Remote Hands packages for the UK are placed below:

 BasicBronzeSilverGoldPlatinum
Free phone support24/724/724/724/724/7
Response time, hours12421½
Response time (Engineer on site)126422
Support minutes included *306090120
Additional support minutes package per 30 minGBP 58GBP 54GBP 49GBP 45GBP 40
Support Hourly rateGBP 129GBP 
119
GBP 109GBP 99GBP 89
Price/MonthFreeGBP 63GBP 129GBP 260GBP
539
* Support minutes per month and do not transfer to the next month

Remote Hands (U.S.)

Remote Hands packages for the U.S. are placed below:

 BasicBronzeSilverGoldPlatinum
Free phone support24/724/724/724/724/7
Response time, hours12421½
Response time (Engineer on site)126422
Support minutes included *306090120
Additional support minutes package per 30 min$58$54$49$45$40
Support Hourly rate$129$119$109$99$89
Price/MonthFree$104$188$376$776
* Support minutes per month and do not transfer to the next month

Remote Hands (Sydney)

Remote Hands packages for SYD are placed below:

 BasicBronzeSilverGoldPlatinum
Free phone support24/724/7N/AN/AN/A
Response time, hours124N/AN/AN/A
Response time (Engineer on site)126N/AN/AN/A
Support minutes included *30N/AN/AN/A
Additional support minutes package per 30 minAUD 99AUD 90N/AN/AN/A
Support Hourly rateAUD 219AUD 199N/AN/AN/A
Price/MonthFreeAUD 209N/AN/AN/A
* Support minutes per month and do not transfer to the next month

Remote Hands (Singapore)

Remote Hands packages for SGP are placed below:

 BasicBronzeSilverGoldPlatinum
Free phone support24/724/724/724/724/7
Response time, hours12421½
Response time (Engineer on site)126422
Support minutes included *306090120
Additional support minutes package per 30 minSGD 72SGD 67SGD 63SGD 58SGD 54
Support Hourly rateSGD 
159
SGD 
149
SGD 
139
SGD 129SGD
119
Price/MonthFreeSGD 134SGD 248SGD 496SGD 1,016
* Support minutes per month and do not transfer to the next month

Remote Hands (Hong Kong)

Remote Hands packages for Hong Kong are placed below:

 BasicBronzeSilverGoldPlatinum
Free phone support24/724/724/7N/AN/A
Response time, hours1242N/AN/A
Response time (Engineer on site)1264N/AN/A
Support minutes included *3060N/AN/A
Additional support minutes package per 30 minHKG 401HKG 356HKG
311
N/AN/A
Support Hourly rateHKG 890HKG 790HKG
690
N/AN/A
Price/MonthFreeHKG 829HKG 1,459N/AN/A
* Support minutes per month and do not transfer to the next month

Remote Hands (Japan)

Remote Hands packages for Japan are placed below:

BasicBronzeSilverGoldPlatinum
Free phone support24/724/724/7N/AN/A
Response time, hours1242N/AN/A
Response time (Engineer on site)1264N/AN/A
Support minutes included *3060N/AN/A
Additional support minutes package per 30 minJPY
7,200
JPY
6,300
JPY
5,625
N/AN/A
Support Hourly rateJPY 16,000JPY 14,000JPY 12,500N/AN/A
Price/MonthFreeJPY 13,000JPY 26,000N/AN/A
* Support minutes per month and do not transfer to the next month

Remote Hands (Canada)

Remote Hands packages for Canada are placed below:

 BasicBronzeSilverGoldPlatinum
Free phone support24/724/724/724/724/7
Response time, hours12421½
Response time (Engineer on site)126422
Support minutes included *306090120
Additional support minutes package per 30 minCAD 76CAD 72CAD 81CAD 63CAD 58
Support Hourly rateCAD 169,00CAD 159,00CAD 149,00CAD 139,00CAD 129,00
Price/MonthFreeCAD 136,00CAD 245,00CAD 490,00CAD 1009,00
* Support minutes per month and do not transfer to the next month