On-Site Technical Support for Co-location 

Service Description:

On-Site Technical Support includes the following basic operational functions: power cycling of equipment, securing cabling, setting switches, swapping back-up tapes, and entering commands into server machines from a keyboard. In addition, On-Site Technical Support includes limited diagnosis and repair for IBM compatible hardware. This limited diagnosis and repair consists of following Customer's written or real-time instructions to perform the following functions: identifying hardware failure(s); swapping hardware components with Customer-supplied spares or upgrades; adding Customer-supplied memory; conducting hardware diagnostics; returning defective Equipment to the manufacturer or to the Customer (Customer is responsible for shipping and handling charges.); and restarting the system. Customer is responsible for providing written or real-time instructions for all of the above functions.

Customer Responsibilities:

1.            Provide written or real-time instructions for shut-down and re-booting the system/hardware, and for any other on-site technical support functions described in Service Description above.

2.            Work with the technician to resolve operational problems to the extent of the service level contracted.

3.            Repair/fix all software failures.

4.            Provide all necessary spares and technical manuals and locate them in Customer's co-location cabinet(s).

Service Caveats:

1.            Next Step Japan Inc. is not responsible for lost revenue or Service unavailability due to delay or problems in repairing Equipment or returning the system to full operational status.

2.            Next Step Japan Inc. is not responsible for failure of Equipment to boot, even if the Equipment is not found to be defective.

3.            Next Step Japan Inc. is not responsible for lost data or damage to a program as a result of inputting commands or repair of Equipment.

4.            Next Step Japan Inc. is not responsible for loss of warranty due to maintenance being performed on Equipment.

On-Site Equipment Installation for Co-location

Service Description:

Co-location customers may elect to have Next Step Japan Inc.  install Customer-provided Equipment at the Co-location Facility. Equipment to be installed must be clearly documented in a detailed cabinet diagram. Next Step Japan Inc.  reserves the right to decline to install any Equipment.  Installation activities consist of inventorying Equipment received; un-boxing Equipment; assembling Equipment per information and instructions provided by Customer; labeling cables and hardware per information provided by Customer; connecting Equipment to the power strip and Ethernet cable; and powering up Equipment.

Customer Responsibilities:

1.            Provide a detailed diagram/layout showing where each item of Equipment to be installed is located within the cabinet. The diagram should be supplemented with a detailed description of how each item is to be connected and written instructions regarding how to power up/boot the Equipment.

2.            Provide technical and operational manuals for all Equipment to be installed.

3.            Configure the hardware and install all software.

4.            Arrange for shipping of hardware, cabling (labeled), cabling ties, and all other material needed to install the Equipment.

5.            Coordinate shipping, delivery, and installation of all Equipment with the Next Step Japan Inc.  Equipment installation technician.

6.            Work with the technician to make the Equipment operational.

Service Caveats:

1.            Next Step Japan Inc.  is not responsible for lost revenue or Service unavailability due to delay or problems in installing the Equipment.

2.            Next Step Japan Inc. is not responsible for failure of Equipment to boot, even if the Equipment is not found to be defective.

3.            Next Step Japan Inc. is not responsible for loss of warranty due to installation of Equipment.

4.            Next Step Japan Inc. will not be responsible for storing boxes/containers; installing software; or configuring the Equipment.

5.            All Equipment installed must fit within the cabinet elected by Customer.

6.            Next Step Japan Inc. requires a minimum of ten business days' notice before Equipment can be installed.

7.            All installation services will be performed during normal business hours (9:00 a.m. - 5:30 p.m.) Monday through Friday.

Back