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In a colocation contract, space and power are concrete items; they are easy to compare. The real difference shows up when your server stops responding at three in the morning. At that moment what matters is not how many U the rack is, but who will respond and how quickly. This guide explains the scope of the Remote Hands service, how it differs from KVM and what SLA percentages really mean in minutes.
The two terms are often used interchangeably in the industry. The common distinction is this:
In practice what matters is not the label but that the scope and the response time are written in the contract.
| In scope | Out of scope |
|---|---|
| Server hard reset and power cycle | Operating system installation and configuration |
| Plugging in, replacing and rerouting cables | Application and database management |
| Replacing parts such as disks, RAM and PSUs (parts supplied by you) | Data recovery from backups |
| Reporting LED and indicator status | Firewall and software rule management |
| Inserting media, rack mounting, reading labels | Supplying hardware parts |
| Visual checks and sharing photos | Performance tuning and capacity planning |
The right-hand column is the nature of colocation: hardware and software are your responsibility. If you do not want this boundary you need to change the model; for a comparison, see the colocation or dedicated guide for more.
Before calling Remote Hands you need to determine whether the problem is really physical. KVM (remote keyboard-video-mouse access) gives full control at BIOS level and solves most typical faults without on-site intervention:
| Situation | Solution |
|---|---|
| SSH is not responding, the system is up | KVM |
| You locked yourself out with a wrong firewall rule | KVM |
| Will not boot after a kernel update | KVM |
| The operating system will be reinstalled | KVM |
| The system is completely dead and KVM is not responding either | Remote Hands |
| A disk has failed and needs replacing | Remote Hands |
| The network interface has no link | Remote Hands |
That is why KVM being free is worth more than a paid Remote Hands hour: it is used far more often in day-to-day operations. At SistemDC, KVM is free in all colocation and rack plans.
"99.9% uptime" sounds almost flawless. Converted to minutes, the picture becomes clear:
| SLA | Allowed downtime per month | Allowed downtime per year | SistemDC equivalent |
|---|---|---|---|
| 99.0% | 7 h 12 min | 3 days 15 h | — |
| 99.9% | 43 min | 8 h 46 min | Rack rental |
| 99.98% | 9 min | 1 h 45 min | Server colocation |
| 99.99% | 4 min 19 s | 52 min 36 s | — |
The difference between 99.9% and 99.98% is about seven hours a year. This difference comes from the facility's redundancy architecture: N+1 redundant UPS, generator backup and multiple internet provider connections. We explained how the infrastructure layers are built in the Tier 3 data center guide article.
DDoS attacks are a different topic: L3/L4/L7 protection layers are integrated into SistemDC's infrastructure and there is an additional layer for game traffic. Implementation details are in the DDoS protection guide.
What is the difference between Remote Hands and KVM?
KVM is software-level remote access that you use yourself. Remote Hands is physical intervention carried out by hand by data center staff.
How many minutes of downtime a month does a 99.9% SLA mean?
About 43 minutes. 99.98% corresponds to about 9 minutes a month.
Is 1 hour of Remote Hands a month enough?
It is more than enough for normal operations; a typical reset or cabling job takes minutes. Because KVM is free, this hour goes unused most months.
Can I keep my spare parts in the data center?
This is the recommended approach for critical systems. Keeping spare disks and RAM in a reserved U in the rack makes replacement time independent of shipping time when a failure occurs.
Is intervention possible in the middle of the night?
Yes, the NOC team is reachable 24/7. Rack customers can also come to the facility at any time with their own access rights.
1 hour of free Remote Hands per month · 30-minute intervention target · 99.98% SLA
Server Colocation Rack Rental
