
Smart Hands Services
Bluebird Data Centers are pleased to offer Smart Hands Services as a premium feature to enhance the colocation experience in our data center ecosystem. Smart Hands Services offers an efficient and effective solution for deployment of services – as well as troubleshooting equipment in real time – without dispatching customer resources to physically diagnose the issue. Bluebird Network and Bluebird Data Centers employ highly-skilled technicians, and will work with your technical personnel to assist in deployment, diagnosis and resolution of issues upon your request.


Process Overview
- For Emergency requests, please call the Bluebird NOC at 877-766-2662 in addition to completing the Smart Hands Request Form.
- To initiate a scheduled, planned Smart Hands activity, please complete the detailed Smart Hands Request Form on the Bluebird Network web site.
- All Smart Hands Services requests will be directed to the Bluebird Data Center Support Team, allowing a single point of contact for all customer support incidents.
- All requests are processed through a defined escalation path until resolved.
- Smart Hands Services Plans include prepaid service hours and guaranteed response times.
Smart Hands Services Activities
SERVER REBOOTS:
Simple restarts or resets of customer equipment for maintenance or troubleshooting purposes at the customer’s request. Classified as a “15-minute Drill” activity.
SERVER REFRESH:
Customer server swap outs will be charged in 15-minute increments.
SHIPPING AND RECEIVING:
Receiving: Will be charged in 15-minute increments for the time it takes to receive and store the item. An additional storage fee will be charged for items stored for more than 2 weeks.
EQUIPMENT INSTALLATION:
RECEIVING OF SMALL PACKAGES:
CUSTOMER- REQUESTED AUDITS:
NOTE: Bluebird Data Centers Smart Hands Services does NOT include Electronic access to a customer’s router or equipment.

Bluebird technicians are on call 7x24x365.
All Remote Hands Services Plans are based upon Normal Business Hour activity:
8:00 am to 5:00 pm, Monday through Friday.
Extended Hours will be billed at the designated rate. Remote Hands Service activity beyond the Service Plan hours is billed in 15-minute increments. After-Hours rates are 1.5 times the standard hourly rate, billed in 15-minute increments under a Service Plan.
For customers without a Remote Hands Services Plan, Bluebird Underground Remote Hands services will be billed at $200 per hour in 30-minute increments, with a 1-hour minimum per incident. No After-Hours activity is permitted without a Service Plan.