Smart Hands is an IT term that refers to responsive, hands-on service and support of technical issues that arise on-site at the customer’s location.

The phrase “smart hands” is sometimes used interchangeably with “remote hands,” but there are a few key differences:

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

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

The best solution for most large companies is to partner with a data center or other IT partner that offers both smart hands and remote hands services.