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How do I open a remote-hands request? | SistemDC

How do I open a remote-hands request? What is in scope?

How do I open a remote-hands request? What is in scope?

Short answer: Remote hands is physical work by data-center staff (reset, cabling, parts install). Try KVM/IPMI first for software issues. Free monthly time and response targets are on the product page.

Steps

  1. Check with KVM/IPMI whether the issue is software-side.
  2. Open a ticket with “Remote hands” in the subject.
  3. Include cabinet/U location, device label and a clear instruction (e.g. power-cycle the third server from the top).
  4. For parts swaps, state that parts come from you and include tracking.

Related links

Out of scope: OS install, app management, parts supply. The long “what is” guide is on the blog. Create a support ticket

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