When emergencies happen with your servers, network gear or power, you want the comfort of knowing someone is there to take care of you. Our onsite staff at each of our primary locations is there to respond to your needs day and night. We are there for you with the fastest response time in the industry 24/7. Guaranteed.
Your hosted service is mission critical to your organization, that’s why our focus is on providing the fastest response times in the industry, any time of the day or night. No more leaving voice mails or sending incident tickets blindly in the middle of the night. While many hosting companies claim 24/7 availability and fail to deliver, we guarantee that our expert staff will be there to assist you when you need us most.
EGI prides itself with the best-in-class support service offered to our customers via phone, live chat or email. 24/7, no excuses.
| Datacenter | 24/7 Expert Technician Onsite Support |
|---|---|
| CoreSite San Jose | YES |
| CoreSite Miami | YES (for a fee) |
| Zurich DC | YES |
Our Basic Remote Hands service is provided FREE to all customers. Customers requiring additional advanced services may choose the EGI Advanced Remote Hands service.
| Basic Remote Hands | Advanced Remote Hands | |
|---|---|---|
| Expert 24/7 Technician Support | YES | YES |
| Server Reboots | YES | YES |
| Console Connections | YES | YES |
| KVM Connections | YES | YES |
| Error Message Monitoring | YES | YES |
| OS Re-installs | YES | |
| Hardware Troubleshooting | YES | |
| Software Troubleshooting | YES | |
| Hardware Replacement | YES | |
| Hardware Repair | YES | |
| Network Gear Configuration | YES | |
| Consultation Services | YES |
The EGI Advanced Remote Hands service is available at all West Coast locations. During normal business hours (8am to 5pm Pacific Time, Monday through Friday) our Advanced Remote Hands service is $75 an hour. After normal business hours, our Advanced Remote Hands service is $95 an hour (5pm to 8am, Monday through Friday) and our emergency remote hands (Weekends) is $150 an hour.
Ask your account manager about discounted rates on bundled hours of Advanced Remote Hands services.
