Originally Posted by VerdinaNET
Sensei what do you mean for level 3 support ?
A majority of data centers do NOT have fully qualified engineers on-site overnight. In fact, many don't even have a soul on-site overnight.
Companies who operate several facilities like CoreSite, for example, have central monitoring of all their facilities and there are engineers 'on-call' in the event of emergency.
The reason for this? A lot of things can be maintained remotely now too. Switches can be managed remotely, servers can be managed remotely, power control units can be managed remotely. There's no need in many circumstances to have someone.
Some facilities have fully qualified engineers readily available and on-site 24/7/365. Just because they advertise 24/7 support, doesn't mean that someone is on-site.