Overview
SunGard’s Intelligent Hands provide customers with SunGard engineering personnel at short notice to assist with 24/7 data centre support. Engineering personnel follow customers’ instructions, performing requested tasks to existing installed IT systems located within SunGard’s data centres.
SunGard’s engineering personnel undertake routine data centre tasks, under customer instructions; such as hardware inspection, re-booting and power cycling, media handling, command input or any other routine tasks that the customer wishes to undertake whilst the customer remains remote to SunGard’s data centre.
Intelligent Hands Requests are measured in 30 minutes increments, with utilisation reports provided to customers upon request on a quarterly basis. Most customers make an allowance for Intelligent Hands at time of subscribing to hosting and collocation services.
Whilst Intelligent Hands is available to customers who do not contract for the service in advance, different service commitments are applied non-contracted customers.
Features
- Provides remote IT engineering resource for routine support and changes
- 24/7 resource access
- Example of Intelligent Hands tasks include;
- Undertaking customer led fault-finding on equipment.
- Observing and reporting equipment condition, functionality and indicator light status.
- Re-boots and power-cycling of equipment or soft reboot (performed via keyboard) when possible.
- Re-connecting and changing of plug-in cards and hard drives.
- Securing cables and connections.
- Organising and labelling cable and visually verifying connectivity.
- Entering customer specific commands on servers and devices.
- Handling Media Insert and swapping of tapes or CD.
- Executing pre-agreed scripted tasks, e.g. tape rotations
- Quarterly utilisation report upon request
Benefits
Intelligent Hands provide a cost effective 24/7 stand-by engineering solution for customers who wish to outsource certain hands-on activity to equipment hosted within SunGard’s data centre. This is ideal for organisations preferring to focus on running their business as it eliminate the need to send staff to SunGard’s site.
As Engineering staff are permanently located within SunGard’s data centre on a 24/7 basis, customers are serviced much quicker than having to send their IT personnel to SunGard. It is often cheaper to subscribe to Intelligent Hands when compared against the customers own IT personnel being dispatched to SunGard.
Options
Customers may subscribe to Intelligent Hands at time of requirement, but these receive a lesser priority of service comparable to contracted customers.
For resource intensive requirements required to deliver new solutions, then SunGard are able to offer a complimentary range of services including Hardware and Software Installation.
Service requirements
SunGard undertake Intelligent Hands at the customer’s request and under customer instructions. As such the customer retains all responsibility of their systems at all times.
Customers must be contactable to SunGard’s engineering personnel at time of Intelligent Hands undertaking. This is to validate and retain 2-way communications during task performance.
For assured service levels, and priority access to engineering resource, customers must contract to Intelligent Hands. Un-contracted Intelligent Hands requests receive un-assured response times.