Overview
Remote Hands is a technical assistance service performed by on site engineers in the datacenter on your behalf. The service is intended for tasks that require physical access to your equipment.
Remote Hands requests are handled exclusively via support tickets submitted to the Remote Hands department.
How to request Remote Hands service
To request Remote Hands, open a support ticket and select the department:
Support Department: Remote Hands
All requests must be submitted in writing via the ticket system. Requests sent by email or other channels are not accepted.
Required information in the ticket
To avoid delays, the following information must be provided in the ticket form.
1. Datacenter or location
Specify the datacenter where your equipment is installed.
2. Rack and unit position
Specify the exact physical location of the equipment.
Examples:
- R12, U18–U20
- Rack A3, U10
- R7 / U42
3. Device or server identification
Clearly identify the device.
Examples:
- srv-12345
- Dell R740, serial ABC123XYZ
- node42
- backup-db server
4. Task description
Provide a clear and precise description of the work to be performed.
Good examples:
- Replace SSD in slot 2
- Connect crash cart and provide console output
- Check power and network LEDs and report status
- Reseat RAM module and confirm boot
Avoid vague descriptions such as “check server” or “fix issue”.
5. Urgency or time preference
Specify how the task should be scheduled.
Options:
- Standard, next business hours
- As soon as possible
- Scheduled at a specific time
If scheduling is required, include the preferred time window and timezone.
6. Access requirements or restrictions
Specify any access or safety requirements.
Examples:
- Badge access required
- Escort required
- Advance call required before work
- Power off is not allowed
- No cable reconnections allowed
Service hours and billing rates
Remote Hands services are billed based on actual time spent.
Hourly rates
- Monday to Friday, 09:00–19:00
85 EUR per hour - Monday to Friday, 19:00–00:00
125 EUR per hour - 00:00–09:00, weekends and public holidays
150 EUR per hour
Billing rules
- Minimum billing increment is 30 minutes
- Billing is performed after task completion
- Actual execution time determines the applicable rate
- If work spans multiple time periods, each period is billed at its respective rate
- Engineer travel and access time within the datacenter is billable and is typically charged as a minimum of 30 minutes
What Remote Hands can be used for
Typical Remote Hands tasks include:
- Hardware replacement using customer provided parts
- Visual inspection of equipment
- Power cycling devices
- Cable connection or disconnection
- Console access and basic output reporting
- Label verification
What Remote Hands does not include
Remote Hands does not include:
- Remote system administration
- Software installation or configuration
- Operating system troubleshooting
- Network design or reconfiguration
- Any action requiring customer credentials
Such tasks fall under server administration or managed services.
Communication and reporting
After task completion, the engineer will report the performed actions and results in the same support ticket.
Photos or console output may be provided if relevant and available.
Important notes
- All instructions must be clear and unambiguous
- Engineers will not proceed if instructions are unclear or unsafe
- Requests that violate datacenter safety policies will be rejected
- Emergency requests outside business hours are subject to higher rates
Summary
Remote Hands is a physical assistance service executed strictly according to written instructions provided in a support ticket. Accurate information and clear task descriptions ensure fast execution and predictable billing.
