We understand your hosted service is mission critical and this is why we have it made one of our primary goals to have one of the fastest response times in the industry, exactly when you need us most. While many other hosting companies out there claim to have “24/7 support” it is when you really need that support you find that you are being redirected to a voicemail system to leave a message or you end up not being able to get through to host because no one is working at the time.
EGI has taken steps to make sure such issues never occur and we have made sure that all our primary data centers are staffed 24/7 with experienced onsite technicians. The EGI NOC is staffed 24/7 is is available to all customers in any location via phone, email or live chat.
The CoreSite San Jose data center, SVTIX San Jose data center, Fremont 1 and Fremont 2 data centers all have 24/7 actual onsite staff ready to assist at any time.
The Telehouse NYC data center has its own 24/7 staff available (for a fee).
The EGI Basic Remote Hands service is provided FREE 24/7 and includes basic tasks such as reboots, console connections, KVM connections and reading error message of a server’s screen
The EGI Advanced Remote Hands service is provided 24/7 in all west coast locations at $65/hr M-F 9am-5pm and $85/hr at all other times. The EGI ARH service includes everything from OS re-installs, hardware and software troubleshooting, hardware replacement/repair, network gear configuration, consultation services and more.
Bundled hours of ARH services is also available at a discounted rate, please see your account manager for details and pricing.