The turnaround time or Service Level Objective (SLO) for Smart Hands services varies, based on several factors (as described below).
Standard Turnaround Times
The normal turnaround time for Smart Hands services varies by IBX:
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For 24/7 IBX sites, the turnaround time is 24 clock hours.
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For non-24/7 IBX sites, the turnaround time is 3 days.
Important: There are exceptions that might affect the turnaround time, such as when a physical or power audit is being performed, or during large rack-and-stack installations. Note that complex Smart Hands requests may also take longer than the standard turnaround time.
Tip: To see the normal operation times for a specific IBX, refer to IBX List / Smart Hands Availability.
COVID-19 Impact on Turnaround Times
Many IBX data centers are currently operating under regional COVID-19 policies. These policies might affect the turnaround time for Smart Hands requests:
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For 24/7 IBX sites, the turnaround time is 36 clock hours.
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For non-24/7 IBX sites, the turnaround time is 4.5 business days.
Expedited Services
Most services can be expedited for an additional fee (subject to IBX resource availability). Expedite requests must be submitted at least 2 hours before the required start time. An expedite fee is added to your order if you:
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Choose the Expedited option when scheduling your request.
or
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Schedule your request earlier than the current turnaround time for the IBX.
