Remote Hands

On-site and hands-on support for your environment.

Our Remote Hands support (formerly known as Gold Support), you get around-the-clock support from our expert technical team. With Remote Hands, we perform your IT management and maintenance tasks, saving you the time and expense of sending your personnel to the datacenter.

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Around the clock support

For your routine and unexpected technical service and maintenance needs.

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Access to an expert technical team

Who have the right certifications, experience, and tools to get the job done.

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Saving you time and expense

Eliminate trips to the data center by outsourcing your IT services.

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Options to keep costs manageable

Billing options designed to accommodate your unique needs.

Remote Hands support services

Our technical expert team is an extension of your IT staff and available around the clock, 24/7/365. The team can perform routine services scheduled in advance or, if needed, respond to your urgent or unexpected needs.

Additionally, our unique Remote Hands Visual Assist service, you can participate in live audio/visual sessions with Cyxtera technicians — seeing what they see through smart glasses in real-time as they perform your service. With Remote Hands Visual Assist, augmented reality features enable in-session, on-screen communications to enhance the support experience.

On-Demand Services

  • Cycling power on your equipment
  • Visual equipment checks
  • Attaching monitor, keyboard, mouse, or consoles to equipment
  • Replacing your hardware components with spares/upgrades
  • Changing labeled cables
  • Customer-approved escorts
  • Loading of media (tapes, CDs, DVDs, or USB media)
  • Troubleshooting of physical ports, including non-Cyxtera provided telecommunication circuits
  • Entering commands according to your detailed instructions and relaying system responses
  • Executing built-in diagnostics according to your instructions
  • Perform other tasks requiring a similar skill level where immediate action is required

Scheduled Services

  • Upgrading disk drive capacity by installing new or additional drives
  • Installing newly received equipment under specific instructions
  • Adding memory cards
  • Configuring routers, switches, and other network equipment under specific instructions
  • Equipment inventory and labeling
  • Cross connect inventory and labeling
  • Support during planned, routine-type maintenance activities
  • Cage/Environment temperature analysis
  • Shipping and receiving

Plans

You can purchase Remote Hands and Remote Hands with Visual Assist services as a monthly subscription, in pre-paid support blocks, or on-demand. Remote Hands with Visual Assist is billed with a 60-minute minimum requirement per support ticket and in 15-minute increments after that. Remote Hands with Visual Assist services are only available in select cities (engage your account team for further details).

Monthly Recurring Subscription

Monthly Recurring Subscription

A fixed block of support hours purchased each month.

  • Support hours provided at Customer’s request during a calendar month are subtracted from the number of hours purchased.
  • Unused hours may not be carried into successive months.
  • Customer shall remit payment for all hours in such fixed block regardless of whether hours are used.
  • Overages are charged at the On-Demand rate.
Pre-Paid Support Blocks

Pre-Paid Support Blocks

Non-recurring fixed blocks of support hours purchased and consumed over several months.

  • Support hours provided at Customer’s request are subtracted from the number of hours purchased until exhausted.
  • Overages are charged at the On-Demand rate.
On-Demand

On-Demand Support

Purchased for those instances where there are unplanned events and Remote Hands hours are not purchased in advance.

  • Attention: On-Demand support is subject to availability.

Request Remote Hands Services

If you’re an existing Exchange customer, request Remote Hands directly from within our Portal. If you’re new to Cyxtera, you can contact us for more information.

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Remote Hands Guide

To learn more about managing your colocation environment with Remote Hands, please visit our Documentation guide.

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Customer Portal

Monitor, manage, and control your infrastructure from anywhere with our dedicated customer portal.

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Account Operations Management

Simplify your data center operations, accelerate time to solution, or expand control of your data center with our Account Operations Management services.

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Contact us today

At Cyxtera, your success is our success. We’re happy to help with any questions, please let us know how we can help with your next IT solution.

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