What is remote hands, and how can I use it?

Remote hands is the use of an on-site engineer to function as your hands and eyes, remotely, with instruction given via ticket. This is available to you 24x7.

This is designed to avoid needing to come to site for basic tasks that we can undertake for you.

Basic remote hands is included with all services as standard, with no official usage cap, however we do ask that you consider this to be a fair use feature, which isn’t intended to be leant on heavily for very frequent use or general administrative tasks.

In terms of what we include at this basic level, it’s essentially anything that you can relay to our engineers for handling under instruction, as though it were you undertaking the work. That would cover things like:

• Checking racks and devices
• Rebooting devices
• Hooking up a KVM (we have KVMoIP devices available for short term use, on request)
• Tracing / moving cables
• Swapping hard drives (from your own stock or deliveries)
• Other basic tasks under your direct instruction

To enable this to work seamlessly for you, we request that your racks are neat, tidy, safe, and well labelled. Providing remote hands support without these flags being met can be difficult, and may be refused in extreme circumstances (particularly if anything is unsafe).

We may also refuse to undertake high-risk actions that would be best handled by your own engineers, such as anything that could result in loss of data, unless you are expressly happy for such an action to go ahead.

Some tasks may require charges, such as the racking of hardware, or preparing packages for shipping / returns etc. If charges may apply, you will be informed on ticket ahead of the work being undertaken.

You can request a remote hands action via Support ticket.

We also have an intelligent hands service available to pre-book with a senior engineer (charged at £50.00 per 30 minutes), for more autonomous tasks, or more involved tasks that require active troubleshooting, configuration assistance, or otherwise push beyond the boundaries of what could be considered ‘basic’.