Remote Hands is a data center term that refers to the ability of a customer or service provider to interact with the customer’s IT equipment within a data center environment from a remote location.
The phrase “remote hands” is sometimes used interchangeably with “smart hands,” but there are a few key differences:
Remote hands services are defined as:
- Tasks that don’t require the physical presence of a technician or direct contact with the equipment
- Routine service and simple troubleshooting
- Straightforward tasks such as:
- Monitoring and checking port numbers
- Rebooting servers
- Reporting indicators in the system
Smart hands services are defined as:
- On-site support at the customer’s location involving the direct handling of equipment
- Responsive service to quickly handle emergencies
- Complex tasks such as:
- Multiplex cable configurations
- Testing and troubleshooting
The best solution for most large companies is to partner with a data center or other IT partner that offers both remote hands and smart hands services.