Remote & Smart Hands
On-demand hands in the hall: reboots, swaps, cable changes, visual checks and evidence back to you in minutes.
- hub-site emergency target
- < 2h
- hub-site emergency target
- evidence on every task
- Photo
- evidence on every task
- engineer per account
- Named
- engineer per account
What this service is
Remote hands is the difference between a four-hour response and a four-day flight. Smart hands is the same engineer doing skilled work under your direction — console access, firmware, cabling changes, diagnostics.
Requests are tracked with a reference, an SLA clock and a photo-evidenced closure. You get the same engineer quality as a project crew, on demand, without a standing contract.
Deliverables you receive
- Task record with reference, timestamps and SLA performance
- Photographic evidence before and after
- Exception report where a task could not be completed as instructed
- Monthly SLA summary for contract accounts
What is included
- Visual inspections, LED status checks and photographic evidence
- Device power cycles and controlled reboots
- Hardware swaps: drives, PSUs, fans, SFPs, cables
- Cable moves, patching changes and cross-connect re-patching
- Console and out-of-band access support for remote diagnosis
- Firmware and component-level tasks under your instruction
- Media handling and secure asset movement on site
- Evidence pack per task: photos, timestamps, reference
What is not included
Stated up front so the scope boundary is never a surprise. Most of these are available as add-ons.
- Architectural or design decisions on your behalf
- Changes without an approved instruction or change record
- Permanent on-site staffing (available as managed field support)
- Any task requiring local licensure we do not hold
Method
How we deliver remote & smart hands
The same sequence every time, so progress is predictable and deviations are visible the day they happen.
01
Request
You raise a task by portal, email or phone. A reference is issued immediately with an expected response time.
02
Triage
We confirm what is needed, what evidence you want back, and whether a change record is required before touching anything.
03
Mobilise
The nearest available engineer is assigned. For hub sites this is typically inside the agreed SLA window.
04
Execute
Work performed to instruction, with before/after photos and console output captured as evidence.
05
Verify
You confirm the outcome with us live, or we send the evidence pack for sign-off.
06
Close
Task closed against the reference with evidence attached and any deviation explained in writing.
Tools we use
- Ticketing with SLA clock and reference tracking
- Console servers and KVM-over-IP access
- Photo and video evidence capture
- ESD-safe tooling and spare component kits
- Secure asset handling and chain-of-custody records
Standards we work to
- ANSI/ESD S20.20 handling controls
- ITIL incident and change practice
- Client change-control and access procedures
- Chain-of-custody for media and assets
Where you already run a documented standard, that becomes our method for the duration of the project. We work to your rack standard, label scheme and change-control process by default.
Related work
Where this service has been delivered
Iberia · 2024
Rolling customer deployments, Lisbon colocation
A standing delivery partnership absorbing customer deployment requests the provider's in-house team could not schedule, executed to the facility's own standard and paperwork.
Read caseAmericas · 2025
SLA remote hands coverage for an MSP, US East
A permanent remote and smart hands service replacing a full-time on-site role, with photo-evidenced closure on every task and monthly SLA reporting.
Read case
Questions
Remote & Smart Hands — the usual questions
What is the difference between remote hands and smart hands?
Remote hands is procedural: reboot, swap, inspect, photograph. Smart hands is skilled work under your direction — console diagnostics, firmware, cabling changes — performed by an engineer who understands what they are looking at.
How fast can you respond?
In hub locations, typically within the agreed SLA window, often inside two hours for emergency tasks. Non-hub sites depend on travel time, which we quote before you commit.
Do you work under our change control?
Yes. We follow your change record and access procedures, and we will not perform an unrecorded change on a production device.
Can we use you ad hoc without a contract?
Yes. Ad-hoc tasks are quoted per visit or per hour. Contract accounts get committed SLAs, named engineers and monthly reporting.
By market
Remote & Smart Hands by country
Standards, safety regimes and test methods differ by market. Open the one you are building in.
Also delivered