Remote Assistance

Require extra support? Why not allow us to handle the labor-intensive tasks on
your behalf?

Always Available - Around the Clock, All Year Long

Our skilled and technical engineers are dedicated to delivering exceptional levels of support, 24/7 – 365 days a year. We recognize that small tasks can be as crucial as the advanced technical consultation we offer. That's why our Remote Hands service is structured into three easily comprehensible tiers. This allows you to choose the level of assistance you require, streamlining your experience and conserving both time and resources.

To get started, simply raise a ticket detailing the service you need, and our team will be at your service to ensure timely and top-notch delivery.

How Does Our Remote Hands Service Operate?

Through our 3-tier system for remote hands help, we offer an organized method. However, we're more than willing to accommodate special requests. If you require a more customized solution, please feel free to get in touch with us for a discussion.

Tier 1 - Complimentary Remote Assistance

We recognize that making a trip to the data center, especially for tasks that might seem minor, isn't always convenient. That's why we provide support for minor maintenance tasks at no cost. These tasks include actions such as swapping out a hard drive, rebooting a server, or checking cables.

Tier 2 - Comprehensive Remote Assistance

Our team of experienced senior engineers is at your service for more advanced support needs. This can encompass tasks such as connecting to your rack and executing specific actions based on your detailed instructions. This approach saves you both the time and expenses associated with physically visiting the data center.

Tier 3 - Expert Remote Assistance

For those instances demanding more intricate support, our team of advanced engineers is prepared to lend their expertise. Whether it involves substantial investigations or in-depth troubleshooting, we possess the specialized knowledge to provide the assistance you require.

A well-organized warehouse filled with numerous boxes and shelves for efficient storage.

Logistics Support - Receiving, Storage, and Dispatch

Through our loading bays and collection amenities, we can aid in overseeing the logistics of your deliveries to and from the data center. We understand that timing may not always align perfectly, so we also offer a designated period of secure storage for your deliveries.

Common Inquiries Addressed

In an effort to address potential queries you might have regarding our remote
hands service, we've compiled some frequently asked questions. Naturally,
if you require additional information, feel free to reach out to us via phone,
live chat, or email. We're here to assist you.

Understanding Remote Hands

Remote hands refer to the convenience of employing our in-house team to perform services and conduct basic testing on your equipment, all without requiring your physical presence on-site. Consider it akin to having your very own IT support team, albeit not stationed in your office!

Is There Truly No Charge ?

In straightforward terms, yes. We indeed provide complimentary remote hands for 99% of our clients, allowing them to minimize their need for physical presence on-site. Moreover, numerous customers opt for our more comprehensive Tier 2 & Tier 3 solutions, enabling our teams to perform even more tasks remotely. This approach not only offers you reassurance but also frequently proves to be a more financially efficient choice.

Are There Limitations to Your Team's Abilities ?

While our team can handle a wide array of tasks, some specific and unique requests may necessitate extra planning or additional resources on our end. In such cases, we strive to take a proactive approach, comprehending your needs to accommodate even the most specialized of requests to the best of our abilities.

Who Executes the Remote Hands Service ?

The execution of the remote hands service varies based on the nature and scope of the request. Our comprehensive in-house NOC team is capable of addressing a diverse range of data center tasks. They receive reinforcement from our highly skilled network engineers and, for more intricate requirements, our Technical Director steps in to provide expert guidance.

How Can I Request Remote Hands Assistance ?

The process is straightforward. Utilize our dedicated portal to create a ticket, outlining the task that needs to be addressed. Our team will promptly get in touch with you to ensure a comprehensive understanding of the requirement, and we'll proceed to take action within the confines of our agreed-upon SLA timelines.