Short answer
Remote hands is on-site help for basic tasks on your equipment when you cannot be there yourself, such as rebooting equipment, checking cables and doing visual inspections. In FirstNet colocation, remote hands is an optional service backed by the 24x7 Rapid Response team.
In detail
What remote hands typically covers:
- Rebooting servers, storage or network devices
- Checking cables
- Visual inspections, such as status lights and alarms
- Help during scheduled or emergency work when your engineers are off-site
At Teraco sites, FirstNet coordinates the work with Teraco's 24x7 on-site staff, so you still deal with one support contact. At the FirstNet Durban data centre, FirstNet runs the facility and its processes directly.
Remote hands reduces how often your engineers need to travel to the data centre, which is especially useful if your team is in a different city from your equipment, for example with a DR site in another metro. It does not replace managed services: you remain responsible for your hardware, operating systems and applications unless managed services are scoped separately. Tell FirstNet during discovery how often you expect to need on-site help.
Source: FirstNet Colocation Services service page →
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