Infrastructure and service checks can run continuously and generate alerts without requiring a technician to sit beside the server.
01iDRAC or equivalent remote management is used where the server supports it, subject to power and network availability.
02These are the normal windows for human technical intervention.
Monday to Thursday: 14:00 to 23:00 PKT
Friday: 13:00 to 23:00 PKT
Saturday and Sunday: 10:00 to 00:00 PKT
For a priority incident received inside a staffed window, the target initial response is within 60 minutes where the applicable service agreement includes that target. Outside the staffed window, monitoring can continue and the human-response timer begins at the next staffed window.
Simple physical tasks can be handled without shipping someone to Lahore.
Colocation service can include a defined remote-hands allowance. Typical work includes power cycling, cable checks, console or OOB checks, hardware-status verification and straightforward RAM or disk installation. Complex migrations, application debugging, forensics and project work are scoped separately.
Provider-owned and customer-owned hardware have different responsibilities.
How2Host is responsible for the underlying physical hardware on provider-owned dedicated systems. For colocation, the customer retains ownership of the server. RAM and storage upgrades can be installed from customer-supplied parts or parts procured for the customer; more complex repair work may require a separately quoted technician.