Service
24/7 smart hands support
Smart hands is skilled on-site technical work carried out on your behalf in a data centre you cannot reach quickly. DataOptix engineers reboot and reseat hardware, swap failed components, run console sessions, trace cabling and troubleshoot alongside your team over the phone. Pay-as-you-go requests carry a 4-hour response SLA and block-hour customers are dispatched on a 2-hour SLA.
What's included
What 24/7 smart hands covers
Every engagement is scoped to your site and your build standard. This is what the work typically involves.
- Power cycling, reseating and component replacement
- Console and crash-cart sessions with your engineer on the line
- Cable tracing, port verification and cross-connect checks
- Media and drive swaps, optic replacement and testing
- Firmware loads and configuration under your direction
- Environmental and physical checks with photographs
- Escalation notes and a written close-out for every ticket
- Out-of-hours, weekend and public holiday cover
How it works
From request to sign-off
Step 1: Raise the request
Tell us the site, the cabinet, the task and the urgency. Emergency requests are triaged immediately rather than queued.
Step 2: Engineer dispatched
We assign an engineer who already holds access to that facility wherever possible, which is what keeps response times short.
Step 3: Resolve and report
Work is done with your team on the line if needed, then photographed and written up so the ticket closes with a record.
Response
SLA options
Pay as you go carries a 4-hour response SLA. Block-hour customers are dispatched on 2-hour and take priority over ad-hoc requests.
Pay as you go
4-hour response
Occasional, unplanned work with no ongoing commitment
Block hours
Most popular2-hour response
Regular work, or uptime requirements that need faster response
Project-based
Scoped per project
Migrations, new builds, audits and cabling programmes
Where
24/7 smart hands in your city
These are the markets with a standing local team and an agreed response commitment. Growth markets are covered on request through our engineer network.
24/7 smart hands questions
What is the difference between remote hands and smart hands?
Remote hands covers simple prescriptive tasks such as a power cycle, a cable swap or reading a status light. Smart hands covers skilled work needing judgement on site: installing and configuring hardware, tracing faults, terminating fibre and troubleshooting alongside your engineers.
How quickly can an engineer be on site?
Pay-as-you-go requests carry a 4-hour response SLA. Block-hour customers are dispatched on a 2-hour SLA and take priority over ad-hoc requests. Actual times are often shorter in cities where we hold facility access already.
Is cover genuinely 24/7, including holidays?
Yes. Requests are triaged around the clock including weekends and public holidays. Out-of-hours work is charged at the rate agreed in your service model.
Can your engineer work with our team on a call?
That is the usual pattern. Our engineer is your hands in the hall while your engineer directs the work over the phone or a bridge, which resolves most faults faster than either party could alone.
Do you need our facility access permissions in advance?
Yes. Access lists take time to process at every operator, so adding DataOptix engineers to your authorised list before you need them is the single biggest factor in a fast response.
Related
Services that go with this
Need 24/7 smart hands?
Tell us the site, the scope and the timescale. A coordinator replies within 2 business hours.