Onsite Support

24/7/365 Onsite Support

Highly-trained technicians in CoreXchange’s on-site Network Operations Center survey and respond to alerts and reports that relate directly to your equipment and to your equipment as it relates to the world at large; including customer system and process alerts, weather reports, network security alerts and Internet health reports to help maintain uptime and premium performance.

CoreXchange offers a wide variety of customer support services including free remote hands and eyes services*. All services are performed by our CoreXchange technicians 24 hours a day, 7 days a week via our on-site Network Operation Center.

To request any of these services you may simply call us toll-free, send an email or open a ticket in the CoreControl^SM customer portal.

FREE support services included with all colocation solutions:

• Free remote hands and eyes services; including but not limited to
  • Reboots
  • Insertion of media
  • Entering basic commands
  • Moving your IP KVM to another server
  • Adding or removing hot-swap components
  • Moving cables
• Free and secure access to online customer portal, CoreControl^SM
• Free bandwidth reporting

Hardware Replacement Services:

Hardware replacement is provided at $25 per incident per server.  We will add, remove, or replace RAM, drives, or add-on cards. CPUs and motherboards are not included in this category.

Examples include:

• Replacement of 2 hard drives in the same server = $25
• Adding 4 sticks of RAM to 2 servers = $50 ($25 per server)
• Removing RAID controller = $25
• Reseating drives or memory in one server = $25

Rack and Stack Services:

Rack and stack for full and half cabinet customers is provided at $75 per device.  We will also install your server which includes:

• Physical racking of server
• Labeling of server
• Cabling of servers using customer provided cables
• Configuring of IPMI

Advanced Support Services:

Advanced support services are provided for $75 per 30 minute increment.

For example: OS installs or OS reloads (Click here to find out how to do it yourself)

Replacing CPUs or motherboards, network configurations or troubleshooting is available Monday to Friday, 9AM to 5PM. CoreXchange support is available for after-hours configuration support.  Contact us in advance to schedule after hours support.

If you don't see your required services listed, please contact us for clarification.

*All remote hands and eyes and support services are performed according to the terms and conditions of the CoreXchange Enterprise Master Service Agreement and any applicable service order form.

Click here for additional information on managed services including managed firewalls, offsite backups and monitoring.