Datacate customers in good standing will enjoy the following support services, subject to the terms and conditions defined in the governing service Agreement:
Support via either on-site data center staff, or Datacate’s own 24/7 help desk, can be obtained at any time. Response times will vary by facility. Some requests, such as additional IP allocations, hardware orders, etc will require approval from Datacate, and should be made during our normal office hours.
Colocation clients whom request facility access may arrange with Datacate to be put on the facility’s physical access list. Thereafter, clients can gain access to the data center facility 24/7/365 by presenting proper credentials.
All clients are entitled to basic remote hands service, free of charge, as it applies to their co-located equipment. Response times will vary by facility. Free basic remote hands service is defined here. Programming work, software/hardware maintenance, troubleshooting, administration, and any other work not covered by remote hands service will be subject to additional charges.
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Datacate’s support services include Basic Remote Hands Service as well as Professional Services for our colocation clients.
All colocation clients receive a monthly allowance of Basic Remote Hands service as an included benefit, with additional blocks of Basic Remote Hands service available as a pre-paid add-on, or billable as an on-demand service. Professional Services is made available on a time-and-materials basis when more advanced work is required.