Smart Hands & Remote Hands
24/7 Remote Hands.
Around-the-clock on-demand engineer availability at your data center for physical tasks that cannot wait for business hours.
Overview
What is 24/7 Remote Hands?
24/7 remote hands provides round-the-clock availability of skilled engineers at your data center facility to perform physical tasks at any time. Whether it is a 3 AM server reboot, a weekend cable swap, or a holiday hardware replacement, our engineers are available to respond within your agreed SLA, ensuring your infrastructure is never without physical support.
WHY IT MATTERS
Why 24/7 Remote Hands matters.
Servers rarely fail at convenient hours. A hung host, a tripped power supply or a loose cable can surface overnight or on a holiday, and monitoring will tell you something is wrong without telling you who can put a hand on the rack. Without a prearranged physical contact, the usual outcome is a scramble: someone hunts for the facility's support line, debates whether the ticket qualifies, and waits while the outage grows. A standing arrangement removes that search. The engineer, the facility access and the way you give instructions are settled before the incident, so the first hour goes to fixing the problem instead of arranging help.
Good coverage is uneventful for long stretches. Your operations team knows how to raise a request, who answers, what the engineer may touch and how completion is proven. Instructions are written as short procedures that someone unfamiliar with your rack can follow, with a fallback step if the first one fails. Afterward you receive photos and work notes, so the morning shift reads a clear record instead of piecing together a chat log. The service works best when a person on your side stays reachable by phone while the engineer is on the floor, because live decisions are where time is saved.
SCOPE
Scope of service.
- 01Server and network device power cycling and reboot
- 02Cable patching, swapping, and reconnection
- 03Hardware component replacement (drives, PSUs, memory)
- 04LED status checks and physical inspection
- 05Emergency escalation and real-time communication with your NOC
- 06After-hours facility access coordination
CHOOSING
Choosing this service.
What to decide before you order, and what sits outside the scope.
Retainer or pay as needed
If incidents are frequent or the site is business critical, a standing arrangement keeps access lists, runbooks and contacts ready before anything breaks. Occasional users can order per request, but should expect a first visit at a new facility to take longer while access is confirmed.
Scripted tasks or judgment calls
Reboots, reseats and drive swaps suit a standard engineer working from your steps. If the engineer may need to diagnose a fault or choose between options, say so when ordering so a more experienced person is assigned and the scope reflects it.
Define what engineers may touch
Decide in advance which racks, devices and actions are pre-approved and which need a call-back first. Power-off of production systems and any cable removal are common items to place behind approval. A written list prevents hesitation when the call comes in the middle of the night.
Plan for several facilities
One site is simple. With several facilities, each needs its own access paperwork, rack map and contact path, and the facilities will differ in rules. Start with the site that carries the highest risk, prove the routine, then extend it to the others.
Not included
- Monitoring, alerting and the decision to open a request stay with your team or your monitoring provider.
- Facility fees, escort charges and the colocation provider's own support charges are billed by the facility, not by Deploris.
- Replacement parts, spares and vendor warranty claims need a separate arrangement unless sourcing is agreed in writing.
- Operating system recovery, application troubleshooting and device configuration changes are outside this service unless scoped separately.
USE CASES
Typical scenarios.
A cloud provider needing a server reboot at 2 AM after an unresponsive host is identified by monitoring.
A fintech company requiring an emergency drive replacement in a colo rack on a bank holiday when no internal staff are available.
An MSP managing infrastructure for clients across time zones, needing guaranteed physical response at six different data centers.
PROCESS
How the work runs.
- 1
Prepare access and runbooks
Before any incident we confirm facility access rights, collect rack locations and contacts, and agree short written procedures for likely tasks. This groundwork is what allows a fast response when a request arrives outside business hours.
- 2
Raise and acknowledge
Your team submits a request through the agreed channel, naming the device, the task and any safety notes. We acknowledge it, confirm the engineer assigned and give you a way to reach that person directly.
- 3
Work on a live line
The engineer carries out the steps while connected to your remote team by phone or chat. Anything outside the written scope is paused and put to you for a decision rather than improvised.
- 4
Hand over evidence
Before leaving, the engineer photographs the finished state and confirms the result with you. Work notes and images are then attached to your ticket so the next shift has a complete record.
RELATED
What you receive and where it applies.
Case studies are representative scenarios, not named clients.
GUIDES
Guides and checklists.
RELATED
More Smart Hands & Remote Hands services.
FAQ
Frequently asked questions.
Are engineers physically at the data center 24/7?
What is included in the monthly retainer?
Can I request an engineer for a same-day task?
Do you provide after-hours support globally?
What should a request contain so the engineer can act quickly?
Can the engineer act without calling us first?
What happens if the facility refuses entry or the access list is out of date?
QUOTE
Request a quote.
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Get started
Need engineers on site? Tell us where.
Tell us the sites, the scope and the timeline. We reply with a written plan.