G4 Communications ensures dependable, prompt and courteous service. We understand that you rely on us for your critical communications needs, and because of this we are committed to exceeding your expectations. G4 Communications guarantees our services with industry-leading service level agreements (SLAs), comprehensive customer care, 24x7x365 network monitoring.
For technical support please contact us at 603-703-0405.
Our customer care center is available between 7am - 10pm Monday through Friday, 9am - 3pm on Saturdays, and 10am - 4pm on Sundays. Our Network Operations Center is available 24 hours a day, 7 days a week.
Technical Information:
| Colocation Access | ||
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Customer personnel may access the Colocation Space as allowed by the access list provided by Customer to G4
Communications or through security access cards assigned to Customer's personnel for self entry. Customer or its
personnel are not authorized to give access to others to the Colocation Space and directly responsible for
consequences and actions of their own personnel and third parties who are allowed entry in to the Colocation Space.
Customer acknowledges and understands that security cameras record all activity at all times at the Colocation
Space.
If a customer does not have a secured cabinet space (in Secured Colo Room or Private Cage), G4 Communications will require at least a 72 hour notice of planned maintenance window, at which an employee of G4 Communications will escort and disconnect said equipment from the location (Shared/Shelf Colo Room) and provide the customer's equipment to said customer in a non-restrictive environment (Colo Customer Work Area). Customer may request a maximum of 1 time of escort service not to exceed 1 hour in time at no additional cost per week during regular business hours. Escord Access Rates: $20 per 15 minute increments during regular business hours with 72 hour advanced notice $125 per hour increments off-business hours and holidays with 72 hour advanced notice $35 per 15 minute increments during regular business hours $175 per hour increments off-business hours and holidays Note: Escord access rates will be discounted at 50% when combined with remote hands service. Regular business hours defined as 8am to 5pm on a weekday, excluding holidays. |
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| Colocation Remote Hands | ||
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Colocation Customers may request G4 Communications to perform "remote hands" service on Customer's equipment within
G4 Communications' facilities. BASIC REMOTE HANDS service involves G4 Communications personnel physically touching
Customer's equipment. Basic remote hands tasks are limited to simple tasks such as pressing a button, flipping a
switch, or hooking up a monitor and reporting what is on the screen, that take no longer than 15 minutes to
perform. Basic remote hands tasks do not include configuration of customer equipment. Remote hands service does not
include daily scheduled tasks such as tape changing. Customer may request a maximum of 1 time of remote hands
service per month during regular business hours without any charge.
G4 Communications offers consulting and more complex remote hands service separate from this agreement at additional charge which will be quoted upon request of such service. Customer is not required to use the remote hands service. Customer may choose to use its own personnel to perform any task on its equipment at any time. Customer understands that computers and telecommunications equipment (hardware) are electromechanical devices and may fail. Customer is solely responsible for the maintenance and replacement of its hardware. G4 Communications does not warrant either the results to be obtained from the remote hands service or that the remote hands service will be error free. Customer agrees to indemnify and hold harmless G4 Communications against any loss, damage, cost and expense due to claims from Customer or third parties arising out of Customer's remote hands requests. Remote Hand Rates: $35 per 15 minute increments during regular business hours $175 per hour increments off-business hours and holidays |
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| G4 Mailing Lists | ||
| List Name | Purpose | |
| G4 Operational Status | Notifications of network events and planned maintenance operations. Sign up here... |
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