Remote hands is our on-site engineers doing physical work on the servers you colocate with us, so you don't have to drive to the data center. In Chicago, every colocation package includes free time, 1 hour or 2 on a full rack, and after that it's $150 an hour. Written requests are answered within 30 minutes under our SLA.
Physical work on hardware you own. For anything bigger than a quick task, describe it up front and we'll quote it.
A server that's stopped responding gets a reboot without you leaving your desk.
We swap a failed drive for the spare you've shipped in, so keep one on site.
A loose or damaged cable gets reseated or replaced so the server is back on the network.
Ship your servers to us or drive them in, and we rack them in your space on our power and network.
Hardware moves, rebuilds of the physical setup, anything that takes more than a quick task. Tell us the job and you get the price first.
You keep physical access to your hardware. A full rack comes with an access badge.
| You have | Free remote hands | After the free time |
|---|---|---|
| 1U, 2U or half rack colocation | 1 hour | $150 an hour |
| Full rack colocation | 2 hours | $150 an hour |
| Dedicated server | Not needed | Hardware is ours: failed parts fall under our hardware replacement SLA |
Prices are for our Chicago facility. In Ashburn and Los Angeles, remote hands terms are on your colocation quote. Full package prices are on our colocation pricing page.
Remote hands is covered by the Support and Remote Hands section of our SLA. A written request gets a response within 30 minutes, or 15 minutes on a managed plan, and if we miss it you can claim a service credit.
A few habits make every request faster:
More on when you need it and when you don’t: what remote hands is and when you need it.
Further reading: Colocation pricing · Managed colocation · Chicago colocation
In Chicago, every colocation package includes free time: 1 hour on the 1U, 2U and half rack, 2 hours on the full rack. After that it’s $150 an hour.
Physical work on hardware you own: reboots, drive swaps, cable reseats, receiving and racking new servers. Bigger jobs are quoted before we start.
Our SLA promises a response to a written request within 30 minutes, or 15 minutes on a managed plan, with a service credit if we miss it.
Yes. You keep physical access to your hardware, and a full rack comes with an access badge.
No. On a dedicated server the hardware is ours, and a failed part falls under our hardware replacement SLA, not remote hands time.
Yes, on your colocation quote. The $150 hourly rate and free time on this page are for Chicago.
Send your hardware list and what you expect to need help with. We'll quote the colocation package with its free remote hands time.