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Support Plan Packages

Business infrastructure requires maintenance and support 24x7x365. Our experienced IBX technicians can manage your IBX data center infrastructure for you, so your internal IT personnel are free to concentrate on your mission-critical tasks. And with a Smart Hands support plan, you can save money, time, and hassle.

  • You can use Smart Hands services at a discounted cost (up to 40%).
  • You can customize your support plan by choosing the exact number of support hours to include in your plan (per month or per year).
  • You can accurately budget future costs for regular scheduled maintenance.
  • If you have an emergency and need assistance with your equipment immediately, you don't have to go through your company’s purchase approval process first.
  • You can use your plan hours in any IBX in the country for which the plan was purchased, or choose to restrict the plan hours to a single IBX.
  • You can reduce red tape by eliminating the need for individual internal approvals for support costs.
  • You can better reconcile your budgets by separating a financial expense (plan purchase) from day-to-day operational expenses (operations or support).
  • You can roll over unused monthly plan hours for 1 month (if you choose the Rollover plan).
  • You can choose from two payment schedules for your support plan: monthly or yearly.
  • Plan hours can be used during normal business hours or after hours.

Monthly Smart Hands Support Plan (1 Month Rollover)​

  • This plan provides on-site technical assistance for the number of hours stated on the contract.
  • After the Initial Term, the plan automatically renews for the Renewal Period stipulated in the contract.
  • Any unused hours remaining at the end of the applicable period will roll over for one additional 30-day period (“1 Month Rollover”). Hours from the current period are consumed first, followed by any rollover hours. Any rollover hours that remain unused at the end of the 1 Month Rollover will expire; they will not be refunded or roll over to the following period.

Monthly Smart Hands Support Plan (No Rollover)​

  • This plan provides on-site technical assistance for the number of hours stated on the contract.
  • After the Initial Term, the plan automatically renews for the Renewal Period stipulated in the contract.
  • Any unused hours remaining at the end of the applicable period will expire; they will not be refunded or roll over to the following period.

Prepaid Smart Hands Hours Plan​

  • This plan provides on-site technical assistance for the number of prepaid hours stated on the contract.
  • This plan is a one-time purchase of prepaid Smart Hands hours with a 12-month Initial Term. After the Initial Term, the plan does not auto-renew.
  • Any unused prepaid hours remaining at the end of the applicable period will expire; they will not be refunded or roll over to the following period.
tip

With the purchase of any Smart Hands support plan, you can choose to restrict the use of prepaid hours and rollover hours to only the specific IBX data center for which the plan was purchased. If you do not select this option, the hours can be used at any IBX data center in the country for which the plan was purchased.

Discounted Hourly Rates​

When you buy a support plan, the standard hourly rate for Smart Hands services is discounted based on the number of hours you purchase:

Monthly Support Plan​

  • 1-10 hours: 15% off
  • 11-15 hours: 20% off
  • 16-25 hours: 25% off
  • 26-120 hours: 30% off
  • 121-500 hours: 35% off
  • 500+ hours: 40% off

Prepaid Support Plan​

  • 1-120 hours: 5% off
  • 121-180 hours: 15% off
  • 181-300 hours: 20% off
  • 301-1440 hours: 25% off
  • 1440+ hours: 30% off

Included Fixed-Price Smart Hands Services​

Except as listed below, Smart Hands support plans only include “time and material” Smart Hands support, and do not include any fixed-price Smart Hands services. The following fixed-price Smart Hands services (delineated as Part Number PS00040 or PS00041) are the only ones eligible to be included in the Smart Hands support plans:

  • IBX Access Activity Report (formerly known as the Cage Access Log)
  • IBX Access Permissions Report (formerly known as the Access Enrollment Report)
  • Power Consumption Report—non-BCM
  • Power Consumption Report BCM
  • Loaded Cabinet Move
  • Service Delivery Report – SLA
  • Service Delivery Report – IBX Service Summary
  • Service Delivery Report – Customized