Technical Support

  • “After eight years as a FORTRUST customer, we remain extremely satisfied.  FORTRUST’s facilities are top notch and provide the redundancy and uptime we require. Their superior customer service team is always ready to assist in a timely and thorough manner. FORTRUST sets the standard by which other colocation providers should be judged.”

    David TurleyVice President of Operations for SANS

FORTRUST HAS YOUR BACK

We want you to rely on us for whatever your needs may be 24x7x365 so you can focus on your core business functions. Our technical support team utilizes process discipline and procedural compliance in every aspect of service delivery. FORTRUST offers the following Tiers of support. If there is something you need that we don’t do, we will help you find someone who does.

Tier 1 – Remote/Smart Hands Service

Tier 1 Basic technical support service “Remote/Smart Hands” is offered on a 24x7x365 basis and is available to provide support for first-line maintenance situations. As an added business value, FORTRUST can provide a monthly remote hands package. First-line maintenance situations include fixes such as restarts (reboots or power cycles from the main power source of the equipment), card swaps (where cards are visible and accessible), tape swaps, cable changes, visual verifications of port up/down, and blade reseats.

Tier 2 Technical Service

Tier 2 Support activity outside or beyond the scope of Tier 1 Remote Hands includes Network troubleshooting activities specific to your equipment or configurations, live equipment changes, component replacements such as hard drives, firewall/switch/router configurations, and basic IT support.

Tier 2 Equipment Install Service

Initial (non-live) equipment installation within cabinets/racks (commonly referred to as “rack and stack” service).

Support Scheduling

Tier 2 Technical Support is available during normal business hours, (M-F, 7am – 5pm Mountain Time) and is routinely accomplished within 2 business days. If you require a shorter timeline for accomplishment of the Tier 2 activity, FORTRUST will escalate to a higher severity level to provide you all the support you need.