There are a few things that we need to know when we are talking about Remote Hands and Smart Hands.
Remote Hands can include things like securing cabling, checking port numbers, observing or reporting indicators on equipment, basic observation of environment and server re-boots. Usualy such service provided by data center at no additional cost as part of a data center contract.
The thing to remember when talking about Remote Hands is that these are all things that can be completed without a data centers’ onsite techs getting into any of the equipment. When a tech has to actually get inside of the equipment we are moving into Smart Hands territory.
Smart hands include more complex tasks than Remote Hands. These services include management of colocation equipment, setting up a services or network equipment (Routers, switches, firewall), media and supply management, complex cable configurations, equipment testing and troubleshooting, circuit testing, and rack and stack, FRU replacement. Smart Hands are services that are usually billed by the hour.
It is important to clarify what services are under Remote hands and which services are under Smart Hands when talking to a data center and end users. You do not want any surprises on the first bill. Unexpected costs are never fun.
Remote Hands and Smart Hands in the data center are very helpful when you do not have anyone available to manage the task at hand. Or maybe the person that usually does is out of town and you need someone in a pinch. These are both reasons you would want to take advantage of the experienced techs at a data center site.
Let’s make sure to check with the data center as to what is included and what is not so you can stay away from any surprises on the next bill. If you have questions as to how Bay Networks can help support your colocation project with our support services, please schedule an onsite visit or feel free to contact us via email or phone call.
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