Service Updates | FIBERTOWN BLOG

Hands and Eyes Support Services – Remote Data Center Management for Your Company

At FIBERTOWN, we try hard to listen to customers’ comments so we can better tailor our services to their needs. A remark we hear often from companies is how helpful Hands and Eyes Support is to their IT departments.

Our customers rest a lot easier knowing we’re ready to help if they need us!

In this article, we describe our Hands and Eyes Support services. If you’re hunting for the right data center and colocation site, this article will help your search.

(We also suggest this checklist as a guide or read more about it here. Furthermore, we’ve been at this business for over 25 years. We’re well versed in the latest technology but believe personal service is the most critical component and should never waiver, no matter the newest trends.)

Each FIBERTOWN Data Center Customer Gets…

First off, every FIBERTOWN data center customer, just for being a client of ours, receives – delivery receipt/package handoff, report preparation (power usage, network, etc.), secure access coordination, security camera review, and power troubleshooting.

Also, every customer gets a human response within 15 minutes or less when there is an issue. This makes us very different from most data centers! That’s because we staff our network operation centers (NOCs) with professionals 24 hours a day, 7 days a week. And if we can fix the problem in under 15 minutes, there’s no additional charge. (Almost all requests are completed within this time frame so you don’t have to make a trip to the data center!)

Components of FIBERTOWN’s Hands and Eyes Support Services

Our Hands and Eyes Support option takes our already great service and elevates it to the next level.

We gave this service its name because the personnel in our 24-hour, 7-days-a-week NOCs become the “hands and eyes” for your IT department. In other words, you remotely manage your equipment in our data center using our knowledgeable personnel.

And, boy, is this support helpful! It includes everything listed below plus much more.

Server reboot
Device component replacement
Tape rotation
Visual inspection
DNS changes
Hardware installation or removal
Vendor escort
“Call me from my rack” requests
Crash cart support

How Does FIBERTOWN Hands and Eyes Support Work?

To take advantage of our Hands and Eyes Support, simply notify us that you’re ready for this premium level of service. Our number is 979.393.9100, and our email is info@fibertown.com. From there, we’ll schedule a call to discuss more details – pricing, the number of hours needed by your company, etc.

And if you decide that Hands and Eyes Support is not for your company at this time, don’t worry. Every service listed above is available to each of our clients by billable hours.

Our goal is always to give customers peace of mind. Our Hands and Eyes Support is just one more way we can do this.

Call, email, or use the form to contact us.

FIBERTOWN’s Monitoring and Bandwidth Services

We’re frequently asked if we offer monitoring and bandwidth services outside of our data centers. To this question, we answer a resounding YES!

This article highlights key elements of our monitoring and bandwidth service outside of our data center. Yes, you read that right. Outside of our data center. We do the tedious, time-sensitive tasks necessary to maintain internet connectivity. (For example, most people hate contacting their internet provider when they lose connectivity. But we don’t mind! And that’s just one perk of these services.)

Keep reading below to learn more. And if you have questions, feel free to complete the contact form so we can answer them.

An Example of Monitoring and Bandwidth Services

If you’re unfamiliar with these types of services, here’s a simple example. You’re a growing company with five locations in the U.S. Each location needs bandwidth, and you (or a network engineer or CTO) will have to contract with an internet service provider (ISP) for each of the five sites. Often, ISPs differ throughout U.S. regions so it’s likely not one contract, but multiple ones for your company.

With this model, your various ISP contracts have different start dates, end dates, bandwidth allotments, etc. That’s a lot to juggle!

With FIBERTOWN’s monitoring and bandwidth services, we do the behind-the-scenes work for your company. We find you the best ISPs and present just one contract to your business.

You don’t worry about start and end dates. We do. You don’t worry about making calls when the internet is down. We do. You don’t chase down credit from your ISP when it fails to uphold your service level agreement (SLA). We do.

Below is more information about these critical components of our monitoring and bandwidth services.

Shop ISPs on Your Behalf

With 25 years in the data center industry, we’ve developed long-term, healthy relationships with ISPs all over the U.S. (and the world). We leverage those relationships, plus perform in-depth research to find your organization the best ISP for your location. Not only does this save your group a lot of work, but it often saves you money. We always seek the ISPs with the best price without compromising quality.

Hold the Internet Contracts

This element saves your organization so many headaches! It allows for MUCH easier management of contracts including term lengths, speeds, etc. Every detail is on one document for you. And if you have questions, ask us rather than figuring out which site is served by which ISP.

Monitor Internet Bandwidth

No business likes to be without internet! And your teams can’t function long without it either! So, we offer a range of internet monitoring – from a simple ping to full monitoring for flaps or packet loss. We’ll open tickets on your company’s behalf to resolve any internet issues.

And this is the key – You’ll have a human responding and working on any issue within 15 minutes.

FIBERTOWN’s monitoring saves you (or your IT managers) the hassle of waking up at 2 a.m. to submit a help ticket. We can do this because we have multiple network operation centers (NOCs) staffed with professionals to assist you and give you added peace of mind. Anyone can monitor the link and eventually “get around to it.” But if you want a problem addressed quickly, choose FIBERTOWN.

Pursue Credit on Your Behalf if the SLA Isn’t Honored

Truthfully, this is an element of service rarely needed. We strive to contract with upstanding ISPs. But in the unusual case that your SLA is not maintained (which is typically a 95% or 99+% uptime), we’ll work to get your company credit from the ISP for time lost. There’s no back-and-forth between you and the ISP. We handle all of that. And all the credit is passed straight to you!

FIBERTOWN’s Monitoring and Bandwidth Services Save You Time, Money, and Headaches

FIBERTOWN developed these services several years ago after clients continued asking for assistance with monitoring and bandwidth – finding ideal providers, managing contracts, and maintaining strong internet connections.

We listened, and we’re proud to offer these services to our current data center clients…and to organizations who aren’t data center customers. (This service is an option for any company!)

Let your IT team focus on what they do best. And let FIBERTOWN manage your bandwidth contracts and monitor your sites to make sure they stay up and get repaired quickly.

Complete this form to talk with us more about monitoring and bandwidth services.

Service Updates 0

COVID-19 Precautionary Response Measures Notification | Update 07/20/2020

In the rapidly changing COVID-19 situation with increasing cases, Fibertown remains the Partner that you have come to know and trust.

With the significant rise in positive COVID-19 test results in recent weeks, we are extending on site hands and eyes services until December 31, 2020.

Continue Reading “COVID-19 Precautionary Response Measures Notification | Update 07/20/2020”

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Fibertown Operations Update: Precautionary Response Measures

In the rapidly changing COVID-19 situation, we want you to know that Fibertown remains the Partner that you have come to know and trust. We are committed to your success and to being here to support your needs in this time of uncertainty. Our team has taken actions and updated protocols in response to the COVID-19 threat and will continue to do so as new information is made available by the CDC, local authorities and other entities.

With the opening of the economy and reduced restrictions to travel, we encourage our customers to maintain travel and potential for exposure at the lowest possible levels.

Limit visits to the data center to only necessary work
Maintain appropriate social distancing measures while in transit and while on site
Wear face coverings while on site (be prepared with your own face covering)
Schedule your visits to the site when possible so we can manage the number people in any given area
Utilize the on-site Fibertown personnel as an extension of your team
We are still performing on site hands and eyes services free of charge

Contact your local Network Operations Center with any needs or concerns
Bryan: 979-393-9882 brynoc@fibertown.com
Houston: 713-341-6085 hounoc@fibertown.com

We have taken many steps to maintain the health and safety of our personnel, customers and others during the events of Coronavirus and COVID-19.

Our objective remains to be your trusted partner while keeping the health of our personnel, customers and others as a top priority.
Bryan: 979-393-9882 brynoc@fibertown.com
Houston: 713-341-6085 hounoc@fibertown.com
For more information and updates, please visit this event page: http://alrt.it/74nQV/shac/5g3-8b3dd048681f432a1b36
If you need further assistance, call or text Fibertown Data Centers Emergency Number +19792128582