Turnaround Times
The turnaround time or Service Level Objective (SLO) for Smart Hands services varies, based on several factors:
- IBX operating hours
- Current workload and operating status
- Whether you select expedited service
- Complexity of the requested tasks
Standard Turnaround Times
The normal turnaround time for Smart Hands services varies by IBX:
- For 24/7 IBX sites, the turnaround time is 36 clock hours.
- For non-24/7 IBX sites, the turnaround time is 4.5 business days.
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.
To see the normal operation times for a specific IBX, refer to IBX List / Smart Hands Availability.
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:
- Choose the Expedited option when scheduling your request.
OR
- Schedule your request earlier than the current turnaround time for the IBX.