REMOTE HANDS
GET 24/7 ON-SITE TECHNICAL SUPPORT WITH CENTRA REMOTE HANDS, INCLUDING SUPPORTED TASKS, PRICING, AND HOW TO SUBMIT REQUESTS.
CENTRA Digital’s Remote Hands Services provide customers with on-site technical support without the need for physical presence. Available 24/7 in most locations, Remote Hands allows customers to manage, monitor, and maintain their infrastructure through skilled CENTRA Operations Team personnel.
These services are ideal for customers needing fast response times for equipment installs, troubleshooting, or maintenance tasks; especially in emergency or after-hours scenarios.
What Remote Hands Services Include
CENTRA’s trained Operations Team can perform a wide range of technical and physical tasks on your behalf. Services include, but are not limited to:
- Visual inspection and verification of customer equipment
- Unboxing and racking/unracking of servers and hardware
- Cabinet installation and decommissioning
- Cabling support: installation, labeling, re-patching
- Tape rotation or media exchanges
- Server or network equipment reboot/power cycling
- Local KVM (keyboard/video/mouse) interaction to follow customer-provided steps
- Escorting authorized personnel within the facility
- Receiving, inventorying, and storing customer shipments
- Support for customer audits or risk assessments
- Providing custom reports upon request
Remote Hands Services are generally available 24/7 across most CENTRA Digital facilities. Availability may vary by location, so customers are encouraged to check with their Account Team or Customer Success Manager for site-specific details.
Pricing and Subscription Options
CENTRA offers Remote Hands Services on both a pay-as-you-go and subscription basis.
Pay-As-You-Go Rates:
- Technical Support: $200/hour (billed in 30-minute increments)
- Inbound Shipment Handling: $150/hour (billed in 15-minute increments)
Monthly Subscription (via Service Order):
- Includes a fixed monthly allotment of Remote Hands hours
- Unused hours expire at the end of each month
- Additional hours beyond the allotment are billed at the standard hourly rate
To request a subscription, customers must execute a formal Service Order. See Ordering Additional Services for Existing Customers for details.
Shipment Handling and Storage
Remote Hands Services also cover the inspection, acceptance, and storage of inbound shipments. CENTRA staff will:
- Verify the shipment is addressed to the correct customer
- Visually inspect for damage and sign for the delivery
- Log key details (sender, recipient, carrier, tracking number, and storage location)
- Open a support ticket with all relevant shipment info
For outbound shipments, CENTRA can assist with preparing and storing packages until pickup by a customer-designated carrier.
See Shipping and Receiving Procedures at CENTRA Facilities for more information.
Requesting Remote Hands Support
To use Remote Hands Services:
- Open a support ticket by emailing help@centradigital.com
- Provide a clear description of the task and any necessary instructions
- If applicable, include login credentials, command sets, or diagrams
CENTRA personnel may contact you to clarify instructions, confirm access, or schedule time for the work. All Remote Hands activity is documented and available upon request.