On-Site Technical Support for Co-location
TEN YEARS OF UPLINE
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:
- 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.
- Work with the technician to resolve operational problems to the extent of the service level contracted.
- Repair/fix all software failures.
- Provide all necessary spares and technical manuals and locate them in Customer's co-location cabinet(s).
Service Caveats:
- 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.
- Next Step Japan Inc. is not responsible for failure of Equipment to boot, even if the Equipment is not found to be defective.
- 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.
- 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:
- 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.
- Provide technical and operational manuals for all Equipment to be installed.
- Configure the hardware and install all software.
- Arrange for shipping of hardware, cabling (labeled), cabling ties, and all other material needed to install the Equipment.
- Coordinate shipping, delivery, and installation of all Equipment with the Next Step Japan Inc. Equipment installation technician.
- Work with the technician to make the Equipment operational.
Service Caveats:
- Next Step Japan Inc. is not responsible for lost revenue or Service unavailability due to delay or problems in installing the Equipment.
- Next Step Japan Inc. is not responsible for failure of Equipment to boot, even if the Equipment is not found to be defective.
- Next Step Japan Inc. is not responsible for loss of warranty due to installation of Equipment.
- Next Step Japan Inc. will not be responsible for storing boxes/containers; installing software; or configuring the Equipment.
- All Equipment installed must fit within the cabinet elected by Customer.
- Next Step Japan Inc. requires a minimum of ten business days' notice before Equipment can be installed.
- All installation services will be performed during normal business hours (9:00 a.m. - 5:30 p.m.) Monday through Friday.
