What are the benefits Remote Hands?

The Remote Hands service available in a data centre (in some data centres, it is called ‘Smart Hands’) is designed for customers who want to ensure that their IT services are running smoothly by promptly troubleshooting problems caused by physically remote hardware. The main benefits of Remote Hands are: quick access to IT equipment; assistance from qualified IT professionals in troubleshooting issues; timely diagnostics and troubleshooting guaranteed; prompt replacement of components from the replacement stock; flexible (hourly) payment for the services provided by support specialists.

How do I know if something is wrong with my hardware in a remote data centre?

We enter into an agreement under which we undertake to monitor the hardware status using a 24/7 monitoring system. If the monitoring system detects a problem, our specialists will promptly notify the client using the available communication channels through the request system or by phone. After that, the client can create a request for work to be carried out as part of the Remote Hands.

Remote Hands in any data centre in Frankfurt

Q: What kind of work do Colobridge specialists perform as part of Remote Hands?

Our staff are fully qualified and ready to handle any tasks irrespective of their complexity regarding hardware component maintenance and software administration in the data centre where our client’s IT infrastructure is hosted. We use state-of-the-art monitoring systems and, if a problem is detected, we will analyse it and offer the best possible solution to keep your services and applications running smoothly. If you need regular support, we will select the optimal administration package according to your needs, including a separate package for each of your products. Currently, we have two technical support lines, including general IT specialists, as well as experts in storage, NOC, Hyper-V, VMware, Veeam and many other products and technologies.

Q: What products are covered by the Remote Hands service?

The Helpdesk will provide you with the assistance you need if you use Dedicated Server, Colocation and Private Cloud products and services at Colobridge (Equinix and Telehouse data centres) or at other data centres in Frankfurt.

Q: How much does Remote Hands cost at Colobridge?

The price for Remote Hands depends on how urgent the incident is. If the work has to be done urgently, the price for the services provided by a support technician will be €180 per hour. If the work can be completed within 24 hours from the time specified in the request (to be agreed with the client), the basic rate of €110 per hour is charged. The actual cost of the work is provided on completion. The client can get the necessary information in his or her personal account. After sending the message, the request is passed on to the accountants for invoicing the service.

Q: What data does a data centre technician need to get before starting work?

To ensure quality and efficient work and access to a remote server located in a third-party data centre, we will need the following information: The name of the data centre located in Frankfurt am Main. We will agree on the time to visit with the data centre administrator. Equipment coordinates: rack number, unit number and ID of the equipment itself. A precise description of the work to be performed in the data centre. Preferred time for work to be performed (day, date, time) and an indication of its urgency. Only after receiving this information will we be able to process your request and agree on carrying out work in a remote data centre, as well as provide the name and surname of the specialist to whom the task will be assigned. Please note: we do not provide Remote Hands 24/7. Our technicians are available to service client IT infrastructures in Frankfurt data centres on weekdays from 8: 00 to 20: 00 UTC+1 (Berlin, Germany).

Supporting your IT infrastructure in any data centre in Frankfurt: maintenance, administration, and components replacement. SLA and paperwork.

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Benefits of Colobridge’s Remote Hands service in Frankfurt

IT consulting services

We will advise you on choosing the best possible IT infrastructure for your tasks. We justify the equipment chosen in terms of efficiency and cost.

Access to enterprise-level hardware

We will purchase primary or replacement hardware for your IT infrastructure directly from trusted suppliers. It will be delivered in the shortest possible time.

Remote work on tasks with any complexity

We won’t just install, connect, or replace equipment; we’ll also provide expert support in diagnosing issues. If needed, we’ll be in touch with you in real-time and run the required tests.

24/7 hardware health monitoring

We will connect your infrastructure to the monitoring system, agree on the incident response protocol, and will act as your internal IT department. A data centre technician will inform you of any problems and offer solutions.

Reviews and our clients

Our experience of working with Colobridge gives confidence that the service desk will solve any issue related to the functioning of our infrastructure.

Vladimir Kuzko

IT Director, Softlist LLC

Service desk was the decisive argument in favor of our decision to migrate all infrastructure to Colobridge. For 9 years of work, we have never received any unsatisfying answer, and tasks of any complexity have been solved within 30 minutes at any time.

Aleksandr Evglevskiy

Head of IT Department, Rezina.cc

Meet Our Clients

Why Colobridge

Information security at the legislative level of Germany

Data centers are among the “World Top 3 Data Center Operators”

Professional technical support 24×7×365 and Remote Hands in any data centre in Frankfurt.

High quality of service — 4.9 points for evaluation. Support service response — up to 15 minutes

Reliability Confirmed by Certificates

FAQs about Remote hands

What are the benefits of Remote Hands?

The Remote Hands service in a data centre (in some data centres it is called Smart Hands) is designed for customers who seek to ensure that their IT services are running smoothly by promptly troubleshooting problems on physically remote hardware.
The key benefits of Remote Hands include:

quick access to IT hardware;
assistance provided by qualified IT specialists in troubleshooting problems;
guarantee for timely diagnostics and troubleshooting;
prompt replacement of components from the replacement stock.

What kind of work do Colobridge specialists perform as part of Remote Hands?

Our employees have the necessary competencies and are ready to perform tasks of any complexity related to hardware component maintenance and software administration in the data centre where our client’s IT infrastructure is located.
The types of works we perform:

Purchasing hardware and delivering it to your data centre;
Receiving your hardware from the warehouse in the data centre;
Unboxing, recording the condition and configuration;
Assembling and installing the hardware in the racks according to the technical specifications;
connecting the equipment according to the terms of reference;
managing the replacement stock;
Communicating with the vendor on warranty replacement of components;
Replacing components;
Testing equipment with potential physical issues;
Monitoring and responding to notifications in accordance with approved procedures;
and much more that you may need.

If you need support on a regular basis, we will customise an optimal administration package to meet your needs, including a specific one for each of your products.
Currently, we have two support lines, general IT technicians, as well as experts in storage, NOC, Hyper-V, VMware, Veeam and many other products and technologies.

What products are covered by the Remote Hands service?

The technical support team will provide you all the help you need if you use any physical hardware installed in Equinix and Telehouse data centres, as well as in other data centres in Frankfurt.

How much does Remote Hands cost at Colobridge?

The cost of Remote Hands depends on the urgency of the incident. We offer a package subscription to the service that includes a specific list of works based on the committed number of service hours. To estimate the price of your project, please contact our sales team for further advice.

What data does a data centre technician need to get before starting work?

We need the following information to perform our work efficiently and to access a remote server on the territory of a third-party data centre:

The name of the data centre located in Frankfurt am Main.
An application on your behalf to provide access to the hardware, based on which we will forward the contacts of our technical specialists to issue permits. Although this procedure may differ from data centre to data centre, in practice we have always gained access to the data centre where the client’s hardware is located.
Hardware coordinates: rack number, unit number and ID of the hardware itself.
An exact description of the work to be performed in the data centre.
Preferred time for work to be performed (day, date, time) and an indication of how urgent it is.

Only after receiving this information, will we be able to process your request and agree on performing work in a remote data centre, as well as communicate the name and surname of the technician who will be assigned the task.

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Try the cloud for free up to 2 weeks

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