Your hands inside our Cambridge data centre
UK-based on-site engineers, available 24/7/365, ready to reboot, rack, swap, cable and console your kit — with a strict SLA, photo reports and a full audit trail on every visit.
- UK engineers on-site 24/7/365
- 15-minute response on Priority 1 incidents
- First 30 minutes per month included free
- Escorted visits, photo reports and full audit trail
Everything from a quick reboot to a full migration
If it's physical and it's inside our Cambridge facility, our engineers can do it — under your direction, against a strict SLA, with photo evidence on every visit.
Power cycles & reboots
Hard and soft reboots of servers, switches, PDUs and appliances — usually completed within minutes of your ticket.
Disk, RAM & part swaps
Hot-swap or scheduled replacement of failed drives, modules, SFPs and PSUs using parts you've shipped in.
Cabling & patching
Cross-connects, structured cabling, fibre patching and clear, photographed cable management.
Smart hands diagnostics
Eyes-on checks: LED status, console output, link lights, fan noise, smoke — and a live narration if you need it.
Console & KVM access
Hook a crash-cart or serial console to your hardware so you can drive it directly from anywhere in the world.
Shipping & receiving
We sign for inbound deliveries, unbox, inspect against your asset list, and stage equipment ready for install.
Technical consulting & advice
On-the-spot guidance, architecture reviews, troubleshooting support and best-practice recommendations from engineers who live inside the facility.
Decommissioning
Powering down, de-racking, drive sanitisation (NIST 800-88) or physical destruction, with certificates issued.
Defined response times, backed in writing
Every remote hands request is triaged into one of four priorities the moment it's logged. Response clocks start immediately — not when an engineer feels like picking it up.
- 24/7/365 cover including weekends and UK holidays
- Multi-channel ticketing — portal, email or phone
- Photo evidence and time log on every visit
- P1 — Critical15 minutesSite down, power failure, complete loss of service
- P2 — Major1 hourSingle component failure, redundancy lost
- P3 — Standard4 hoursCabling, swaps, configuration assists
- P4 — ScheduledPlanned windowInstalls, migrations, audits, health checks
Pay only for what you use — and the first 30 minutes are on us
Every colocation rack ships with 30 minutes of included remote hands every month. Beyond that, work is billed transparently in 15-minute blocks.
First 30 minutes of remote hands per rack, every month — yours to use as you see fit.
Per 15-minute block, Mon–Fri 09:00–17:30 UK. Billed in 15-minute increments after the included allowance.
Per 15-minute block, evenings, weekends and UK public holidays — same engineers, same SLA.
Multi-hour installs, migrations or builds — fixed quote agreed in advance, no clock-watching.
From ticket to written report
The same four-step flow whether it's a 60-second reboot or a six-hour migration.
1. Open a ticket
Raise a remote hands request in your portal, by email or by phone. Include the priority, rack location and exactly what you need done.
2. Engineer assigned
An on-site engineer picks it up against the SLA, confirms scope, and asks any clarifying questions before starting work.
3. Work performed
Work is carried out under your authorisation, with live updates and photos at every step where useful.
4. Report & invoice
You get a written summary with time billed, parts touched, photos and any follow-up recommendations. Audit-ready.
When customers reach for remote hands
Out-of-hours incidents
Disk fails at 3am. We swap it, rebuild the array under your direction, and have you back to nominal before standup.
Drop-ship deployments
Ship new kit straight to the data centre — we receive, rack, cable, power and console it ready for your remote build.
Eyes-on troubleshooting
Your monitoring says one thing, your hardware says another. We give you live, on-the-floor confirmation.
Scheduled maintenance
Firmware upgrades, cable re-runs, infrastructure audits or health checks — booked into a defined change window.
Remote hands questions, answered
Open a remote hands ticket — we're already on-site
Tell us what you need and the priority. A UK-based engineer will be on it inside the SLA, with photos and a written report when the work's done.