Remote Hands
Certified technicians execute hardware tasks in your rack. Standard 4-hour response, urgent 1-hour, emergency 30-minute, billed hourly.
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Answer within one business day.
TL;DR
On-site technicians for hardware tasks you can't perform remotely, dispatched on three response tiers and billed by the hour.
- Availability
- 24/7/365
- Standard
- 4h response
- Urgent
- 1h response
- Emergency
- 30min response
Technical Specifications
| Standard response | 4-hour business day response for non-urgent tasks and scheduled maintenance, Monday-Friday 9 AM-6 PM |
| Urgent response | 1-hour response, 24/7/365, for time-sensitive tasks that impact operations but are not critical |
| Emergency response | 30-minute response, 24/7/365, technician dispatched immediately for production-impacting outages |
| Task scope | Server reboots and power cycling, cable management, equipment installation and removal, drive replacement, console access, visual inspection and photo documentation |
| Documentation | Photo documentation available on request at no charge, attached to the completion ticket and viewable in the customer portal |
| Scheduling | Advance booking accepted, 48 hours ahead for standard service, 24 hours for urgent service, guaranteed time slots |
| Billing unit | Hourly, billed in 15-minute increments, one-hour minimum charge per ticket |
| Overrun handling | Billed on actual time spent; if a task runs over estimate the technician contacts you before continuing |
Use Cases
- No local presence
- Run infrastructure in a region where you have no office or staff. A US company with European customers uses remote hands in the Paris datacenter instead of flying someone in.
- After-hours incidents
- Get a server back online at 2 AM without keeping staff on-site around the clock. Emergency response reaches your rack in 30 minutes, 24/7.
- One-time installs and audits
- Ship new equipment for install and cabling, or request photo verification of physical security controls for a compliance audit, without a site visit.
Service level
Three response tiers cover the full range from routine maintenance to production outages, all billed by the hour with 15-minute increments and a one-hour minimum. Certified technicians document every action and provide photos on request.
- Standard
- 4h response
- Urgent
- 1h response, 24/7
- Emergency
- 30min response, 24/7
FAQ
Remote hands is billed hourly with a one-hour minimum and 15-minute increments after that; the total depends on task complexity and response tier. Tell us what you need and we return a firm quote.
Standard service gives 4-hour business day response. Urgent service guarantees 1 hour, 24/7. Emergency service guarantees 30 minutes, 24/7. Response time runs from ticket submission to technician arrival at your equipment.
Yes, at no extra charge. Technicians can photograph equipment before and after maintenance, capture LED status indicators, or document cable installs. Photos attach to the completion ticket in the customer portal.
Billing follows actual time spent, not the estimate. If a task runs significantly over, the technician contacts you for approval before continuing. Time is tracked in 15-minute increments with an activity log.
Request remote hands service
Tell us the task and response tier you need. We return a firm quote.