Smart Hands

We offer a “one-stop solution” by providing a single point of contact (SPOC) for all data centre support issues, globally.

Indigo Telecom Group provides 24x7x365 “smart hands” support for data centre operators, large content providers and enterprises.  We provide skilled technicians to supplement your own resources and to extend your reach in locations where you do not have your own resources.  All activities are co-ordinated from our Global Support Centre (GSC) based in Magor, South Wales.

Operating to strict service level agreements (SLAs), Indigo manages both the dispatch of technicians to site and the required spare parts to troubleshoot and to ensure SLA adherence.  Should the need arise, SLA jeopardy management is owned via the GSC shift team leaders with defined escalation paths to the GSC Manager and senior management.

Indigo Telecom Group operates our “smart hands” services on an emergency and planned/pre-arranged basis, allowing customers the flexibility to decide and schedule the dispatch of our technicians based on the criticality of the fault/issue.

Our Smart Hands service include:

  • 24x7x365 technician dispatch to provide on-site technical assistance
  • 2hr/4hr/pre-arranged response to site
  • Visual inspection of devices to assess equipment status
  • Rebooting routers, servers, storage devices or other equipment
  • Providing loop-back cables to test circuits remotely
  • Re-seating or replacing components or cables
  • Removing/swapping AC or DC power units from equipment
  • Cleaning equipment or fibres/connectors
  • Connecting a customer provided test set or test router to equipment
  • Swapping removable storage media
  • Installing memory
  • Installing or replacing modular equipment components
  • Verifying, adding, or removing a demarcation label
  • Taking light levels
  • Installing loopbacks (fibre or UTP)
  • Providing planned preventative maintenance or circuit migration support
  • Taking receipt of and returning equipment spare parts (RMA)
  • Installing SFPs (Small Form Factor Pluggables) or GBICs (Gigabit Interface Convertors)
  • Troubleshooting hardware problems on any device
  • Running customers scripts/remote access sessions
  • Racking and de-racking of any installed device

 

Our Smart Hands service can be tailored to meet bespoke requirements depending on the nature of services, location and equipment type. The multi-vendor/multi-technology expertise and experience of our technicians means network/equipment issues are resolved quickly and professionally.

All call outs by Indigo’s “smart hands” technicians are recorded electronically on our industry leading Salesforce Field Service Lighting fault/resource management system.  It identifies and records the nature of the fault, the times of every activity on site and details of any spares used for audit and reporting purposes. Fault reports are available in real time via customer portals/APIs and can be produced on a daily, weekly or monthly basis for the purpose of analysis and review.

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Our Services

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    Active Equipment I&C

    Experienced technical field Install & Commission engineers

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    Cell Site Acquisition Services

    Rooftop, greenfield, brownfield, streetside and more

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    Cell Site Design Services

    Design-led methodology for cost-effective solutions

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    Cell Site Surveys

    Inspections on lattice towers, stayed masts, monopoles & rooftop installations

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    Circuit Patching

    Installation/Patching of Fibre and Copper Circuits

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    Cross Connects and Meet Me Room (MMR) services

    Cross connects provide the critical paths to your data and applications.

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    Data Centre Design Service

    Data Centre Design Service

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    Data Centre Survey and Audit Services

    Data Centre Survey and Audit Services

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    Decommissioning

    Cost effectively remove legacy equipment

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    Digitisation

    Capture, store, manipulate, analyze, manage, and present spatial and geographic data in 3D format

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    Electrical Installation Services

    Data Centre electrical installation and testing

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    Equipment Migrations

    Upgrade and move networking equipment/infrastructure

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    Equipment Racking and Stacking/Server Builds

    Physical installation, power up and testing

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    Fibre Access HLD Services

    design and plan the optimum network architecture

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    Fibre Access LLD Services

    Design-led LLD ensures a successful build

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    Fibre Access POP Design and Planning

    Design and Plan the optimal network

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    Fibre Access Surveying Services

    precisely record all existing site information

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    Fibre Characterisation and Link Testing

    Installing, testing and supporting Global fibre optic networks

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    Hot and Cold Aisle Containment Services

    Optimise Cooling and improve energy efficiency

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    Logistics and Warehousing

    Safe, quick and consistent delivery of parts

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    Network Monitoring

    Diagnose and solve even the most complex of faults

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    Network Optimisation

    Rectifications, Upgrades and decommissioning

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    Operations and Maintenance

    One-stop solution with a single point of contact for global network support issues

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    Passive Build

    Managing, coordinating and supervising the construction and rollout of fixed and wireless sites

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    Power and Data Cable Containment Systems

    Efficient supply and installation of the power and data cabling containment systems

    Indigo Support

    Preventative Maintenance

    Provides regular feedback to drive further improvements

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    Project & Programme Management

    Project managers to successfully guide, manage, and support projects

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    Rack, Cabinet and PDU Installation

    Installation of Network Racks and Power Distribution Units

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    Site Acquisition & Survey

    Industry experts with years of experience complemented by first class design and heritage expertise

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    Smart Hands

    SPOC for all global data centre support issues

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    Spare Parts Management Service

    Making logistical movement of goods as simple and smooth as possible

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    Structured Cabling Installation and Test

    Indigo is skilled in the installation and testing of copper cabling and all types of fibre

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    Town Planning

    Manage all planning aspects of new network roll out programmes

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    Wayleaving and Consenting

    Fool-proof process which guarantees accurate and secure data for every premises

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