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AIMS Data Centre Level 1 and Level 2 Smart Hand Support (SHS)

Dear Our Valued Customers,

We wish to inform you that effective from 1 February 2015, AIMS Data Centre has revised their scope of Level 1 and 2 Smart Hand Services (SHS) and will be as follows:

Level 1
Rate : FREE

• Pushing a button, toggling a switch or setting an externally accessible dip-switch.
• Rebooting or power cycling of the equipment.
• Reading serial numbers on the equipment.
• Relaying status of the equipment status indicators.


Level 2
Rate : RM300.00 per hour (minimum 1 hour is required)

• Providing visual verification (remote eyes) to assist your remote troubleshooting efforts.
• Plugging in a console port for remote management.
• Moving or securing a cable/cables/customer-side cross connects.
• Swapping of pre-labeled , pre-ejected, removable media
• Replacing or verifying connectivity integrity of cross-connection (except if MRC cross connection is subscribed)
• Adding, removing or verifying a demarcation label.
• Performing loopback for the telecommunication circuits. (except if Network Resell / MRC cross connection is subscribed )
• Establishing or taking down a loop-back on a carrier circuit to assist in remote testing.
• Troubleshooting of your equipment with your assistance.
• Taking inventory or taking digital pictures of your equipment or of your allocated rack space within the Data Centre/ providing and updating records.
• Labelling equipment and cable connections.
• Assisting you with your equipment’s physical installation, relocation or movement.
• Shipping and handling RMA equipment.
• Installing, replacing/removing any equipment’s components that are hot-swappable and/or highly modular in design – e.g. router/switch
• Installing or swapping pre-configured equipment or components for you.
• Installing cross-connects from your equipment to patch panels.
• Installing any software provided by you that come with default configurations as according to your instructions.
• Performing diagnostic and signal testing on circuits using diagnostic equipment.
• Performing loop-back testing for telco circuits.
• Performing advanced systems/network configuration/ troubleshooting – e.g. advanced systems or network protocols and services.
• Troubleshooting for advanced operating system and/or application.
• Installing, configuring or troubleshooting of specialised or complex infrastructure components or software applications – e.g. Oracle RDBMS,
• RAID solutions, Fibre-channel devices, firewalls,load-balancers, etc.
• Fully deploying delivered infrastructure, including hardware, software, middleware, and any of the related components.
• Undertaking critical data backup and/or acting to restore operations.
• Providing administration and maintenance services for servers, with platforms such as Microsoft Windows, Redhat Linux, CentOS, etc.
• Providing system configuration, including operating systems and supported software, upgrades as well as service patch updates.
• Installing or troubleshooting of CGI Scripting.
• Providing access to CCTV footage/ access logs
• Assisting with customer’s audit.

This service revision is unavoidable as AIMS are embarking on resources optimization. Rest assured, AIMS will continue to provide you their best service and support possible.

Updated on March 14, 2019

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