Colocation Add-On
Remote Hands
On-demand 24×7 data center technicians available to all colocation customers. From cabling and equipment handling to troubleshooting and verification.
Business Hours
Mon – Fri, 8am – 6pm MT
After Hours
Ticket & Email Support
Emergency
24/7 Critical Response
Service Capabilities
Our technicians handle a wide range of on-site tasks so you don’t have to be there.
Cabling & Wiring
- Cross-connect termination
- Dressing or securing existing cabling
- Simple fiber light readings and copper/coaxial signal verification
Shipping & Receiving
- Packing/unpacking equipment for shipment
- Labeling boxes and equipment
- Inventorying deliveries or returns
Physical Labor & On-Site
- Racking and stacking of equipment
- Moving boxes or equipment within the facility
- Basic organization or cleanup of customer space
- Standby assistance during installs or maintenance
- Escorting vendors or customer staff to and from space
Device Management
- Swapping modular components (HDDs, GPUs, NICs, memory, etc.)
- Plugging in serial cables / verifying device status
- Power initiation, resets, or status verification
- Connecting and installing rack-mounted PDUs and equipment
- Remote or on-site visual verification for troubleshooting
Service Features
Extended capabilities available with detailed instructions.
Circuit Testing & Diagnostics
- Fiber light/power readings (dBm)
- Copper/coax signal verification
- Patch cord/media testing; basic loopback
Media Management
- Tape swaps/rotation (e.g., LTO)
- Removable media insert/remove (CD/DVD/USB)
- Pack/label for courier or RMA
Power & PDU Operations
- Power on/off/reboot; verify status
- PDU outlet enable/disable; port moves; basic load checks
- Install rack-mount PDUs/equipment
Circuit Migrations
- Coordinate with carriers/ISPs (LoA)
- Place/remove/swing patching per runbook
- Pre/post-cutover checks; rollback ready
Inventory & Labeling
- Full/partial cage & cabinet audits; port maps
- Device/cable labeling; photo updates; cable tracing
- Receive/inventory boxes; stage/unbox; deliver to cabinet
Access & Escort
- Escort approved vendors/consultants
- Escort customer personnel to/from space
- Maintain sign-in/out; on-site presence
Additional services may be performed when detailed instructions are provided.
Billing & Response Times
Three service tiers to match your urgency and scheduling needs.
| Tier | Availability | Acknowledge | Dispatch | Billing Min. | Rate |
| Standard | Mon–Fri (8:00–17:00 PT) | 2 Hours | 4 Hours | 1 Hour | Contact Us |
| After Hours | 24×7 (as-available) | 1 Hour | 2 Hours | 1 Hour | Contact Us |
| Emergency | 24×7 (guaranteed) | 30 Minutes | ≤ 1 Hour | 2 Hours | Contact Us |
- Time billed in 30-minute increments after the minimum, rounded up.
- Clock starts: Standard at site badge-in; After-Hours/Emergency at dispatch confirmation.
- Holidays bill at ×2.0 (all tiers).
- Two-technician work bills per-tech (minimums apply per tech if separate dispatches).
- Off-campus errands (e.g., parts pickup) bill portal-to-portal in 0.5-hr increments.
- Cancellation inside 2 hrs of window (After-Hours: 1 hr; Emergency: after dispatch) → charge minimum.
Remote Hands is a standardized, hourly add-on service that is not included in base colocation or SLA agreements. Service terms, scope, and rates are fixed and non-negotiable.
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