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Remote Hands

Remote Hands Services

Immediate Assistance, Around the Clock Support for Your Data Center Needs

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24/7 expedited · NBD standard · scheduled tasks

Service overview

Remote Hands Service Levels

Our Remote Hands service offers a range of service level options designed to provide timely, efficient support for your data center operations. While Remote Hands is invaluable for immediate, on-site tasks such as equipment resets, cable swaps, and visual inspections, it’s important to note that this service is not intended to replace comprehensive maintenance contracts or to serve as a stand-in for professional services projects. Instead, it complements these services by offering quick, on-demand assistance to address urgent issues or perform routine tasks, ensuring your infrastructure maintains optimal performance without delay.

Tier 1

Expedited Service

  • Priority Handling: Guaranteed highest priority with rapid mobilization to address your most urgent issues.
  • 24/7 Availability: Our team is ready to respond to your needs around the clock, ensuring that critical support is always just a call away.
  • Ideal For: Critical downtime issues where immediate resolution is paramount to your business operations.
  • Billing Policy: This service is always billable due to the premium, immediate nature of the response required.

Tier 2

Standard / NBD

  • Balanced Response: Perfectly suited for routine issues that require professional attention within the next business day.
  • Business Hours Support: Services are delivered during normal business hours, offering a cost-effective solution for standard operational needs.
  • Courtesy Services: May be eligible for Netrouting’s Courtesy Remote Hands, providing value and support for standard maintenance tasks.
  • Ideal For: Planned maintenance or non-urgent issues that can be addressed within the next business day framework.

Tier 3

Scheduled

  • Business Hours Execution: Scheduled tasks are performed during standard business hours, with options to accommodate work outside of these hours at premium rates.
  • Advance Planning: Allows for thorough preparation and scheduling, ensuring that resources are optimally allocated to your task.
  • Cost-Effective: By planning in advance, enjoy more economical rates for tasks that are essential but not urgent.
  • Ideal For: Upgrades, installations, and other planned tasks that can be scheduled to fit both your timeline and budget.
  • Flexibility: Offers the greatest flexibility in scheduling and planning for your non-immediate data center needs.

Extending your team

Remote Hands Support: Extending Your IT Team

Netrouting’s Remote Hands service provides a wide array of in-data center tasks designed to support your operations efficiently and effectively. From intricate cabling to advanced troubleshooting, our skilled technicians are equipped to handle your needs with precision and care. This suite of services ensures that your infrastructure remains robust, secure, and well-maintained, minimizing downtime and maximizing performance.

Service catalogue

Eight remote-hands service categories

  • icon ds cabling Cabling Services Expert handling of power, copper, and fiber in-rack cabling between equipment to ensure optimal connectivity and organization.
  • icon ds rack stack Rack & Stack Precise installation and setup of servers and network equipment within your rack space, following your exact specifications.
  • icon ds troubleshooting Troubleshooting / Health Checks Detailed server issue diagnostics, hardware health assessments, and crash cart connections to swiftly address and resolve any concerns.
  • icon ds connectivity Connectivity Verification Comprehensive checks on cross connects, including light level readings and cable swaps to guarantee stable and reliable network connections.
  • icon ds access Vendor Supervision Coordination and oversight of third-party vendors and consultants, ensuring that all activities comply with data center standards and security protocols.
  • icon ds inventory auditing Inventory Management Thorough auditing of your equipment inventory and meticulous processing of inbound shipments, keeping your assets organized and accounted for.
  • icon ds media management Media Management Assistance with USB installations, live boot media setups, and IPMI configurations to support your software and operating system needs.
  • icon ds storagemanage Customer Storage Solutions Secure storage services for your inbound shipments, providing a safe and accessible space for your equipment and materials.

Global footprint

Deployed in 10+ datacenters across three continents

Pick the location closest to your users — or to your existing infrastructure. Every location runs the same hardware, same network, same NoC.

The Netrouting Guarantee

Your customer bill of rights

Twelve standing commitments — the same set, every product, every location, every customer, whether you signed a contract or paid for a server month-to-month. Miss one and you have the right to a service credit applied to your next invoice.

  • N+1 power & cooling

    Every facility we operate runs on at least N+1 redundant power feeds and cooling loops. A failed UPS, a failed CRAC, a transformer event — none of those should reach your servers.

  • Enterprise hardware, built for 24×7

    We only use enterprise-grade server hardware — Dell, HPE, Supermicro — selected and burned-in for round-the-clock operation. No consumer-tier components, no white-box gambles, no secondhand inventory.

  • Hardware replacement under warranty

    A failed disk, PSU, NIC, RAM module or motherboard is replaced under warranty within the SLA window of the affected SKU — typically one hour during business hours and four hours overnight, on-site at our facilities. No customer-billable parts on covered failures.

  • Redundant PSUs on Edge-Pro and above

    Edge-Pro SKUs and every tier above ship with dual power supplies wired to A+B feeds by default. A single PSU failure never takes a server offline.

  • Redundant edge, core and ToR network

    Our network is fully redundant from the ToR up — dual ToRs per cabinet, redundant cores, redundant edge routers, and BGP transit diversity across multiple Tier-1 carriers.

  • Dual uplinks on Edge-Pro and above

    Edge-Pro SKUs and above ship with dual NIC uplinks to redundant ToRs by default — bonded LACP or active/standby, your choice — so a switch failure or maintenance window never takes a host offline.

  • Always-on DDoS protection

    Edge scrubbing on every IP we route, no upcharge, no traffic-cost surprise after an attack. Multi-Tbps headroom across our edge stays multiples ahead of any single attack we have observed.

  • Right to credits on SLA violation

    Network uptime is contractually guaranteed at 99.997%. If we miss the target, you have the right to a service credit — open a ticket within the credit window stated in the contract and we apply it to your next invoice. No legal back-and-forth, no per-incident haggling.

  • 1-hour ticket guarantee, 24/7

    Every support ticket gets a human response within one hour, around the clock — phone, ticket, or chat. Hardware-fault triage within 30 minutes during business hours.

  • Rapid Deployment Guarantee

    Every order ships by the next business day on stocked SKUs, or we refund the setup fee in full. Custom builds: hand-quoted ETAs in writing, hit or beat them.

  • Industry-leading panel + automation stack

    Customer panel, REST API, and BMC out-of-band access on every account from day one. Provision, reboot, mount ISOs, watch boot remotely — without paying premium-tier upgrade pricing.

  • Transparent ToS, no surprise egress

    No clawbacks, no hidden egress meters, no auto-upgrades on renewal. The price you sign for is the price you pay for the contract term — and our ToS is published in plain language, not buried legalese.

Built for production

Why teams stay with Netrouting

Network engineers, not order takers. Hardware that lasts, support that picks up, infrastructure you can grow into.

  • Expert-Level Support Our staff is available 24 hours a day, 7 days a week to handle network administration and systems management issues as they occur.
  • Scalable Solutions You can build whatever level of depth or brevity you require of your network and compute infrastructure and then expand as necessary to meet future needs.
  • Enhanced Security Enable 2-factor authentication and restrict by IP address from the control panel to protect your account.
  • Cost-Efficient Infrastructure You will always receive the best value from your investment as you will be optimized for budget without any compromise on Quality.

Get a quote

Tell us what you need

A real engineer reviews every quote — typical response within 1 hour during business hours, 4 hours after-hours.

  • Reviewed by a real engineer
  • 1-hour ticket guarantee, 24/7
  • No obligation, no auto-enrolment

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