24/7/365 Onsite Support
Our onsite Network Operations Center (NOC) is staffed by a team of expert IT and network technicians who are ready to assist you 24/7/365. Our technical support team utilizes process discipline and procedural compliance in every aspect of service delivery.
The FORTRUST NOC monitors the data center 24/7/365 using our extensive internal Data Center Infrastructure Management (DCIM) system, as well as our custom COLOVIEW® platform. The DCIM used by our staff includes more than 180,000 monitored data points that span every process and system within the data center.
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.
Remote Hands Support
Our skilled NOC technicians offer remote hands service around the clock and are able to provide support for first-line maintenance situations. We offer three different tiers of support service. If there is something you need that we don’t do, we will help you find someone who does.
Tier 1 Basic technical support service “Remote/Smart Hands” is offered on a 24/7/365 basis and can provide support for first-line maintenance situations. 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 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.
Initial (non-live) equipment installation within cabinets/racks (commonly referred to as “rack and stack” service).