Level 1 support includes:
- Opening or closing cabinets;
- Performing hardware inventory of colocated equipment;
- Power cycling;
- Loading/changing pre-labelled removable media;
- Reporting the status of indicator lights;
- Resetting circuit breakers;
- Checking cable connections;
- Reporting physical conditions within the data center;
- Cable management;
- Physically installing or removing equipment from colocation environment;
- Device labelling.
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Level 2 support also includes:
- Logging on to client servers;
- Performing OS installations according to published installation processes;
- Performing software installations according to published installation processes;
- Basic web server administration tasks such as: creating new virtual hosts, adding SSL certificates, activating authentications etc.;
- Modifications of standard OS settings according to client directions;
- Kernel updates and recompilation;
- Software updates and recompilation;
- Soft reboots (reboot done after logging in to a server);
- File system checking;
- Basic system troubleshooting;
- Performing any client supplied system admin procedure.
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Level 3 support also includes:
- Management activities according to client directions;
- Database troubleshooting;
- LAN network device administration (switches, load balancers etc.);
- Security administration such as firewall rule base administration (unmanaged firewalls only);
- Creating scripts;
- Responding to client monitoring events;
- Problem management activities.
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