Our customer service offers a full range of services to ensure the best experience throughout your journey with IXcellerate. We handle your inquiries around the clock, speaking both Russian and English, with a response time of no more than 15 minutes.
For customer interactions at IXcellerate, we use the IXcdesk customer portal, accessible via email or phone.
We support our customers at
various stages of collaboration
Pre-sales customer support
and onboarding stage
Design and cost estimation for equipment and installation
Installation (mounting server racks)
Installation of cold/hot aisles and cages/fencing
Connecting to power supply, commissioning
Installation of cable trays (Structured Cabling System)
Installation of the equipment in customer’s racks
Post-sales
customer support:
access paperwork assistance
organization of delivery/removal of customer’s equipment
accompanying customer representatives during their work
handling customer requests for the Remote Hands services
organizing cross-connections
providing one-time and regular reports as required by the customer, including invoices
organization of storage of customer’s equipment
assisting customers with various audits
installation of additional access control systems, video surveillance, microclimate control and cooling
expansion of the customer’s presence within the data center facility
notifying customers about planned maintenance of the data center infrastructure
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The benefits of
«remote hands»
Engineers you can trust
A dedicated team of technical specialists works on campus 24/7/365.
Quality standards
Our staff operates in strict accordance with procedures and documented processes.
Loyal pricing system
With IXcellerate, you can choose the optimal service plan that suits you. Monthly payment for the service package at a reduced hourly rate or choice of service according to your needs.
Prompt response
Our engineers respond to requests within 15 minutes. As for the customer equipment, there are no “low-priority” tasks for us.
Simplicity and efficiency
Submit a request through the IXcdesk portal from any device. Just log in and open a ticket — we’ll handle the rest!
Reviews
«Today’s demand for data center providers services exceeds the supply because equipment supply problems delay the opening of new commercial data centres. It is a challenge to find an available space, and it is even harder to find a location with premium service.
At some point we decided to grow our IT infrastructure based on commercial data center providers and chose IXcellerate as one of our IT providers. Over three years, we’ve had ample opportunity to see that we made the right choice. After relocating to MOS2, we monitored the performance of safety and security protocols: IXcellerate’s data centre’s service and security track record is above reproach».
«Our customer base is booming, and this is no fluke. Russian businesses are moving online in ever bigger numbers, and they need reliable protection for their web-based resources.
We have opened a new point of presence at IXcellerate data center not merely because of their reliability and impeccable reputation. IXcellerate hosts the data of many of our customers, and being carrier neutral, it gives us plenty of options when choosing a connectivity provider».
of Qrator Labs
«The Russian market for online communications services has great potential. We see that the penetration level of this technology among households and corporate sector in Russia is still much lower than in the United States and Europe, however the situation is now changing.
We are growing very quickly and we need a reliable partner who can be entrusted with our IT infrastructure. Over the six months of working with IXcellerate, we have never questioned our choice and are willing to recommend the company as a player with excellent reputation and high customer focus».
«In just a few years, we have built one of the fastest-growing IT companies in the country and have become a leader in the Russian cloud technology market. Customer centricity is a key focus for Cloud.ru, and when choosing partners, we always look for those who share our principles and are ready to grow with us.
IXcellerate is our partner of choice for several consequent years now. Together, we address the main trends in the Russian economy: localization, migration to domestic solutions, and digitalization».
«We give a lot of thought to choosing data centres. Having entered the cloud market more than 14 years ago and effectively introduced the term “IAAS” to Russia, we have gained a reputation as a reliable provider not only in Russia but also elsewhere. We neglect no aspect of DC operations. We have zero tolerance for untested solutions or non-guaranteed availability level. The IXcellerate team has proved a reliable service provider in implementing large-scale projects, so we welcome new opportunities for doing business together».
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What is included in the Remote Hands service
Equipment installation
- Assistance with receiving and unloading standard and oversized equipment
- Installation of server racks, PDUs and server/network equipment
- Laying patch cords
- Setting up SCS
Equipment maintenance
- Incident identification
- Installation/dismantling of equipment
- Management and maintenance of PDUs
- Troubleshooting
- Turning equipment on, off, and rebooting
- Testing, maintenance and replacement of patch cords and patch panels
- Checking power circuits and replacing cables
- Visual inspection of equipment, including status sensors
- Equipment labeling
Custom reports
We provide customized reports on the use of the Remote Hands service, as well as access to equipment, power consumption and climate control.
Viacheslav D
25.04.2019