Remote Hands Service: Your On-Site Datacenter Team
Professional datacenter technicians available 24/7/365 for hardware support, inspections, and emergency tasks
Remote hands service provides you with trained datacenter technicians who act as your on-site team when you can't be there physically. Whether you need a server rebooted at 3 AM, a cable replaced during business hours, or visual verification of equipment status, our remote hands team executes tasks on your behalf with speed and precision.
Operating 24/7/365 across all our datacenter facilities, remote hands eliminates travel costs, reduces downtime, and gives you the flexibility to manage infrastructure remotely. Tasks are executed by certified technicians who follow your specific instructions, document all work performed, and provide photo verification when requested.
Remote hands service complements all our colocation offerings. Learn more about our complete Housing.
What is Remote Hands Service?
Professional on-site support when you need physical access to your equipment
Remote hands service means you have access to trained datacenter technicians who can physically interact with your equipment on your behalf. Instead of traveling to the datacenter yourself or maintaining permanent on-site staff, you submit requests through our ticketing system and our technicians execute the work.
Common use cases include power cycling unresponsive servers, replacing failed drives, connecting or disconnecting cables, taking photos of LED status indicators, reading serial console output, or verifying physical installation requirements. Technicians follow your specific instructions and document all actions taken.
Response times vary based on urgency level: standard requests receive 4-hour business day response, urgent requests receive 1-hour 24/7 response, and emergency requests receive 30-minute 24/7 response. All work is billed by the hour with transparent pricing and detailed time tracking.
Services We Provide
Comprehensive datacenter tasks performed by certified technicians
Server Reboots
Soft reset via power button or hard reset via power cycling. Console access available if needed.
Cable Management
Install, remove, replace, or reorganize network cables, power cables, and fiber connections.
Equipment Installation/Removal
Mount or unmount servers, switches, and other rack-mounted equipment following your specifications.
Visual Inspections & Photos
Verify equipment status, check LED indicators, document physical condition with photographs.
Log Collection from Console
Access serial console, retrieve logs, capture crash messages or boot sequences.
Drive Replacement
Swap failed hard drives or SSDs following your hot-swap or cold-swap procedures.
Power Cycling
Turn power off and on for equipment that has become unresponsive to network commands.
LED Status Checks
Read and report status of indicator lights on servers, switches, and storage systems.
Label Application
Apply asset tags, port labels, or identification labels to equipment and cables.
Inventory Verification
Verify physical presence and location of equipment, confirm serial numbers and asset tags.
Console Access
Connect to serial console or KVM to troubleshoot boot issues or network connectivity problems.
Photo Documentation
Take detailed photographs of equipment, cabling, rack layout, or specific components as requested.
How It Works
Simple 4-step process from request to completion
Submit Request
Create a ticket via customer portal, email, or phone with detailed task description and urgency level.
Technician Assigned
Certified datacenter technician receives assignment and reviews task requirements before proceeding.
Task Executed
Technician performs work according to your instructions, documents actions taken, captures photos if requested.
Confirmation & Billing
Receive completion notification with time spent, actions performed, photos, and any relevant notes. Time billed in 15-minute increments.
Response Times
Flexible service levels matched to your urgency requirements
Standard
Business day response for non-urgent tasks and scheduled maintenance work.
- Monday-Friday 9 AM - 6 PM response
- Ideal for planned changes and routine maintenance
Urgent
24/7 response for time-sensitive tasks that impact operations but are not critical.
- Available 24 hours per day, 365 days per year
- Used for issues affecting service availability
Emergency
Immediate 24/7 response for critical issues causing complete service outages.
- Highest priority - technician dispatched immediately
- Reserved for production-impacting emergencies
Pricing Approach
Flexible billing models designed to match your operational needs
Pay-As-You-Go
Hourly billing with granular increments for precise cost control. No monthly commitments required.
- Billed in 15-minute increments
- No ongoing contracts or minimums
- Ideal for occasional or variable workloads
Prepaid Hour Packages
Purchase hour bundles in advance for reduced rates. Hours are shared across all your equipment and valid for 12 months.
- Volume discounts on prepaid packages
- Flexible allocation across all equipment
- Monthly rollover of unused hours
Emergency & After-Hours Services
Expedited response times and off-hours support available with adjusted billing rates. Contact us for specific requirements and pricing.
Use Cases
Common scenarios where remote hands service delivers value
Remote Companies Without Local Presence
Operate datacenter infrastructure in regions where you have no physical office or staff. Remote hands eliminates need for travel while maintaining fast response capability.
Common Tasks:
- US company with European customers uses remote hands in Paris datacenter
- Startup without datacenter staff relies on remote hands for all physical tasks
After-Hours Emergency Support
Resolve critical hardware issues outside business hours without maintaining 24/7 on-site staff. Get servers back online at 2 AM without sending employees to the datacenter.
Common Tasks:
- Production server fails at midnight - remote hands performs hard reboot
- Network switch loses power during weekend - remote hands checks connections
One-Time Hardware Installations
Deploy new equipment or perform hardware upgrades without traveling to datacenter. Remote hands installs, cables, and powers on equipment following your specifications.
Common Tasks:
- Ship replacement server to datacenter - remote hands installs and cables it
- Add storage expansion - remote hands mounts drives and connects SAS cables
Compliance Audits & Visual Verification
Document physical security controls, verify equipment inventory, or capture photographs for compliance reporting without site visits.
Common Tasks:
- Auditors require photos of physical security controls - remote hands provides documentation
- Insurance company needs equipment inventory verification - remote hands confirms serial numbers
Frequently Asked Questions
Common questions about on-site datacenter support
Request Remote Hands Service
Submit your requirements and receive a detailed quote with response time guarantees