Support Policy

LIS colocation customers in good standing will receive the following support benefits:

24/7 telephone and email support:
Direct support via data center staff can be obtained 24 hours per day, 7 days per week. Some requests, such as additional IP allocations, hardware orders, etc will require approval from LIS, and should be made during our normal office hours for fastest service.

24/7 facility access:
All clients whom require facility access may arrange with LIS to be put on the physical access list. Thereafter, clients can gain access to the data center facility 24/7/365 by presenting proper credentials as required by the data center.

24/7 basic remote hands service:
All clients are entitled to basic remote hands service, free of charge, as it applies to their colocated equipment. Free basic remote hands service involves data center technical staff physically touching the client's equipment to perform simple tasks such as reboots, screen reads, typing a few commands, cable traces, indicator light reads, inserting media in a drive. Programming work, software/hardware maintenance, troubleshooting, administration, and any other work not covered by remote hands service will be subject to additional charges.

Some services rendered "on call" outside of normal business hours.