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Service Overview |
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 No matter what type of server you are operating, KIDC makes sure that it is up and running 24/7. We provide troubleshooting of hardware and O/S after any incidents 24/7/365. We offer monthly scheduled inspections and semi-annual system optimization. KIDC also provides the customer with the means to upgrade its O/S and S/W Patch and keep up to date with new technology. Our technicians also report results from troubleshooting, scheduled maintenance, and system optimization. In addition, KIDC provides customer training: 2 courses/year (Sun) or 30 customers semiannually (Linux). |
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KIDC offers three levels of remote hands maintenance service, Bronze, Silver, and Gold. |
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RHS Level 1 |
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Remote Hands Level 1, involves the most basic activities of KIDC's 24x7 on-duty staff, performed with "eyes", "ears" and "fingers", but without involvement of tools or equipment. |
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Examples of Level 1 services would include : |
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 Pushing a button |
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Switching a toggle |
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Setting a dip switch |
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Power cycling (turning on and off) equipment |
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Securing cabling to connections |
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Observing, describing or reporting on indicator lights or display information on machines
or consoles |
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Basic observation and reporting on local environment on KIDC Premises |
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Running single, built-in diagnostic equipment |
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Typing commands on a keyboard |
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Cable organization, ties or labeling |
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Modifying basic cable layout, such as Ethernet connections |
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Labeling or/and re-labeling equipment |
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Installation of newly or previously received equipment in rack space |
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RHS Level 2 |
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Remote Hands Level 2 includes all the service of Level 1, plus direct contact with equipment configuration including hardware and software interaction, provided that the Customer gives accurate, understandable real-time instructions.
A KIDC customer support engineer or KIDC's 3rd party partner may perform this level of service.
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Upon request, KIDC will provide the Customer with a list of KIDC's 3rd party partners for advanced service equipment. |
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Examples of Level 2 services would include: |
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Systems trouble shooting |
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Consulting computer systems |
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Configuring and maintaining Customer's system co-located at KIDC |
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Replacing hardware components with spares or upgrades |
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Adding memory |
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Upgrading drive capacity by installation of new or additional disk drives |
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Install or re-install legal software |
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RHS Level 3 |
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Remote Hands Level 3, includes all the service Level 1, plus direct contact with equipment networking and consulting services to and for the Customer equipment co-located at the KIDC facility. A KIDC Network Engineer will perform level 3 services. |
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Examples of Level 3 services would include: |
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Troubleshooting |
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Consulting Networking Equipment (e.g. routers, etc.) |
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Configuring and maintaining Customer's router co-located at KIDC |
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| KIDC shall use reasonable discretion in determining the appropriate level of Remote Hands Service to which each service request falls. |
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