Smart Hands & Remote Hands · Deliverable
Smart Hands Response SLA Tiers.
Defined response SLAs for smart hands requests (30-minute, 1-hour, 4-hour, NBD)
Part of Smart Hands & Remote Hands. Last reviewed October 2026.
Quick answer
What is Smart Hands Response SLA Tiers?
A smart hands response SLA is a written commitment for how quickly an engineer acknowledges and reaches your data center after you raise a request. Deploris defines tiers of 30 minutes, 1 hour, 4 hours, or next business day in the written scope, mapped to request severity, so your team knows what to expect before an incident happens.
WHAT THE WORK COVERS
What Smart Hands Response SLA Tiers includes.
- 01Four response tiers (30 minutes, 1 hour, 4 hours, and next business day) each tied to a named severity level
- 02Clock definitions: when the timer starts (ticket created or call logged) and what counts as a response (acknowledged, dispatched, or on site)
- 03A severity matrix that maps symptoms such as hard down, lost redundancy, and planned change to a tier
- 04A facility coverage check covering access lists, escort rules, and engineer proximity for each data center
- 05An escalation path with named contacts and a phone bridge when a tier target is at risk
- 06Written exclusions and dependencies, such as colocation lockouts, operator approvals, and customer authorization delays
- 07A review cadence for moving sites between tiers as request patterns change
HOW WE DELIVER IT
How it is delivered.
- 1
Classify your request types
We list the tasks you expect to raise, such as reboots, drive swaps, cable moves, and inspections, and assign each a severity based on business impact rather than on who is asking.
- 2
Map severities to tiers per site
Each facility gets its own tier table. A metro with engineers nearby can support a faster tier than a site that needs travel, and the written scope says which is which.
- 3
Confirm access and coverage
We verify authorized-visitor lists, escort requirements, and remote hands approval rules with the colocation operator, because access delays are the most common reason a tier target is missed.
- 4
Publish the SLA and run a test request
The tier table, clock rules, and escalation contacts go into your ITSM and runbooks. A low-risk test request confirms the process works before you rely on it during an outage.
INPUTS AND OUTPUTS
What you provide and what you receive.
You provide
- A list of data centers and cages with the rack ranges that need coverage
- Your internal severity definitions or incident priority matrix
- Authorized contact names who can approve requests and spend
- Colocation operator access procedures and any work-order portal credentials you control
You receive
- A per-site SLA table with tier, clock start, and response definition
- An escalation contact sheet with phone, email, and bridge details
- Documented exclusions and customer dependencies in the written scope
- A tested request path from your ticketing tool to our dispatch desk
WHEN IT FITS
When this is the right deliverable.
Your NOC has been improvising who to call at 2 AM and wants a defined response time for each severity before the next outage.
You are consolidating several colocation sites and need one consistent response model instead of a different arrangement at every facility.
Procurement or an auditor has asked for documented response targets for third-party physical support at your critical sites.
WHERE WE DELIVER
Delivered in 75+ metros across 11 countries.
Local, vetted engineers deliver this work on site across the United States and Western Europe, coordinated by one engagement manager.
QUESTIONS
Frequently asked questions.
What is a smart hands SLA and what should it include?
What is the difference between a 30-minute and a 4-hour smart hands SLA?
Does next business day smart hands work for non-urgent tasks?
What can delay a smart hands response even with an SLA?
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