Services
Remote hands
Technicians on site at both buildings around the clock, for the jobs that need someone standing in front of your equipment: power cycles, reseats, swaps, cabling, deliveries, escorts and readings.
01 Rates
Rates
| Request | Response | Per hour | Notes |
|---|---|---|---|
| Standard | Started within 2 hours | $165 | Business and out of hours, any day |
| Urgent | Answered within 15 minutes, started within 30 | $245 | Telephone the NOC |
| Scheduled | At a time you book, at least 24 hours ahead | $140 | Including overnight windows |
| Escort | For your contractor or carrier | $95 | Per escort, 30-minute minimum |
Billed in 15-minute increments with a 15-minute minimum. Rates from January 1, 2026. Dry Floor customers have two hours a month included; unused time does not carry over.
02 How to ask
How to ask
Open a ticket in the customer portal, or call the NOC for anything urgent: SEC1 +1 201 016 2747, NWK1 +1 973 018 5536. Only people on your account’s authorized list can open tickets. Every ticket records what was asked, who asked, what we did and when, minute by minute, and you can read it in the portal.
03 Scope
What we will and will not do
We will
- Power cycle, reseat, swap and label
- Rack and cable equipment you send us
- Read lights, labels, serial numbers and screens back to you
- Test and clean fiber, and take light readings
- Receive, store and ship packages
- Escort your contractors and carriers
- Attend a change window you have booked
We will not
- Sign in to your systems or type commands you dictate into them
- Open a sealed package we have been asked to store
- Photograph your equipment without your agreement
- Work in your space without a ticket from someone on your list
- Disable a camera or a reader
If you would rather our technician did not see a screen, say so in the ticket and they will stand back. It happens more often than you might think.