VIRTUS provides extensive IT maintenance capabilities within the data centres, on behalf of the customer. IT installation and maintenance support within VIRTUS’ data centres is an important element of the customer’s deployment within the facility. VIRTUS’ certified IT engineers/technicians are available on a 24/7/365 basis, ready to assist with unplanned, scheduled or regular recurring tasks. Competitive pricing and extensive capabilities allow customers to use VIRTUS’ data centres in a ‘lights out’ capacity; managing remotely, while utilising the VIRTUS Intelligent Hands service for their on-site needs. Support Levels VIRTUS Intelligent Hands provides customers with Levels 1 and 2 IT technical support capabilities. Level 3 IT technical support can also be arranged on a preagreed basis and is dependent on a full analysis of the customer IT deployment and ongoing requirements. VIRTUS engineers will typically perform the following activities as required: ›› Pre-installation handling ›› Physical installation of customer’s cabinets, shelves and cards ›› Running and termination of all power and telecommunications cabling ›› Assisting the customer with installation of their equipment ›› Labelling cables and equipment ›› Tracing cables and connectors Each commercial option is backed with a comprehensive SLA and utilises the service desk and VIRTUS Intelligent Portal to provide request, tracking and reporting of the Intelligent Hands task. Installation The engineer can provide installation of cabling, ducts, trays, cabinets and other passive hardware for customers. Intelligent Hands – Installation activities are always performed on ‘powered off’ equipment. All installation work is documented in the appropriate registration system and cables and equipment are labelled according to prevailing industry standards. Installation work is completed and verified in accordance with the data centre’s rules and regulations, as appropriate. Rapid response Once a customer raises a ‘Trouble Ticket’ through the service desk or via the VIRTUS Intelligent Portal, an engineer will respond within 15 minutes and will begin to work on any type of active equipment based upon customer instruction. The main objective for the engineer during troubleshooting is to get the non-functioning equipment up and running as quickly as possible and under the (remote) control of the customer. ›› VIRTUS engineers will typically perform the following activities as required: ›› Re-boot ›› Switching a toggle ›› Setting a dip-switch ›› Re-setting, re-booting equipment as required ›› Securing cabling to connectors ›› Observing, describing or reporting on indicator lights or display information on machines or consoles ›› Basic observation and reporting on the local environment in VIRTUS premises ›› Cable organization, tie raps or labelling ›› Modifying basic cable layout ›› Power cycling resetting ›› Cable patching ›› Checking alarms for faults ›› Associated administration for closing out the ‘Trouble Ticket’ and any paperwork required by the customer Scheduled maintenance In addition to rapid response, customers are able to pre-schedule many of the support tasks for either a known future date/time or on a regular recurring basis.