In short: Yes. An authorised third-party engineer may attend to service customer equipment, but every visit must be arranged and approved in advance.
Arrange the visit
Open a support ticket with the customer's service identifier, engineer's full name and employer, reason for access, equipment affected, proposed arrival time, expected duration and a contact who can authorise changes.
What the engineer should bring
- Valid photographic identification.
- A completed work order describing the authorised task.
- Any required tools, parts and safety equipment agreed beforehand.
- Contact details for the customer representative.
Visiting personnel may be required to complete security screening and must follow datacentre access, safety and escort instructions.
Plan for overruns: Access is limited to the approved equipment and task. Arrange any likely scope change through the support ticket before the engineer performs additional work.
After the visit
Ask the engineer to record work completed, parts replaced, remaining faults and the final equipment state. Verify service monitoring and close the maintenance window only after the system is stable.
