Resource Library

Smart Hands

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.