Remote Hands & Eyes
The BSG Remote Hands & Eyes service is designed to provide a 24x7 hands and eyes function within the BSG Data Centre should physical intervention to equipment become necessary and the customer is unable to attend on-site. Basic Remote Hands provides the reassurance of a rapid response to any situation requiring an element of physical or visual assistance.
The service is available to purchase up-front based on known physical activities or on a pay per use basis, with the service being charged at a fixed rate per the price table within this proposal. The basic service is limited to non-technical assistance: therefore, BSG response staff cannot perform any element of technical diagnosis or analysis or suggest problem resolutions and rectification. Remote technical assistance can be provided on a project basis and charged for separately or as a request under the BSG Technical Assurance Programme (TAP).
Basic Remote Hands is utilised in 30-minute segments, starting from when the call is assigned by the BSG Service Desk, with a response guaranteed within 60 minutes of receiving a call. Utilised time will be rounded up to the nearest 30-minute segment and the customer will be informed of the total credits used after each incident. Where the service has been purchased up front, we will notify the customer when 1 hour of remote hands time remains so that further credits can be purchased in order to avoid a lapse in cover.
Typical Tasks:
- Power cycling (turning off/on) equipment
- Pushing a button
- Switching a toggle
- Securing cabling to connections
- Observing, describing, reporting of indicator lights or display information on machines or consoles
- Cable organisation
- Modifying basic cable layout, labelling and/or re-labelling of equipment
- Cable patching
- Checking alarms for faults
- Inserting CDs and/or floppy disks into drives
- Tape changes
Tasks NOT covered:
- Software or hardware installation or rebuild
- Technical troubleshooting
- Configuration of software, firmware or hardware
N.B. Remote Hands does not include any element of physical intervention that requires the outer casing of equipment to be removed.