Request types
Five types of service requests are available, each covering a distinct category of on-site activity. Each request type requires a separate ticket, even if the work is at the same location.Data center access
Data center access requests authorize a customer representative to enter the facility and work on their equipment in person, with two access types available. One-time access requires a minimum of one working day’s notice, or three working days if equipment is being brought in or removed. When submitting, provide:- Visitor’s full name
- Rack number
- Planned visit date and time in UTC
- Phone number and email address
- Whether any equipment will be imported or exported (include model names and serial numbers if so)
- Visitor’s full name and contact details
- Passport or ID number
- Passport photos for the facility access card
Parcel reception
While data center access covers visits by the customer’s own team, parcel reception handles incoming hardware shipments. Smart Hands staff receive the delivery on the customer’s behalf, accept and log it, and hold it until the customer arranges installation or further operations in a separate request. When submitting, provide:- Delivery company name and tracking ID
- Estimated delivery date
- Full equipment list with serial numbers
- Number of boxes and total weight
- Storage location within the facility
Equipment operations
With hardware delivered and in place, equipment operations covers the actual installation and ongoing maintenance work. Smart Hands engineers handle tasks ranging from basic checks (server reboots, indicator light verification, and cable inspection) to more complex work: hardware installation, component replacement, and cable management. When submitting, provide:- Equipment photos
- Full equipment list with serial numbers
- Detailed description of the work to be performed
- Preferred date and time in UTC
Equipment dispatch
When equipment needs to leave the facility, dispatch handles the decommissioning and shipment preparation. Smart Hands staff coordinate the packaging and handoff to the carrier or the customer’s representative. When submitting, provide:- Equipment photos
- Full equipment list with serial numbers
- Detailed description of what needs to be done
- Preferred date and time in UTC
Letter of Authorization
Any of the above request types can also be performed by a named third party, provided a Letter of Authorization (LOA) is on file. An LOA request produces the formal document the facility requires before granting third-party access, and it carries no charge.Priorities and response times
Regardless of type, each request goes through the same priority system. Customers assign one of two priority levels at submission, which determines both the response commitment and the billing rate. Gcore bills time in 15-minute increments, rounded up separately per priority level and per location.
When submitting via the Gcore Customer Portal, set the priority directly; the support team assigns it for phone or email submissions based on the request details.
Submission channels
With type and priority determined, submit requests through one of the following channels. Each request type and each data center location requires a separate ticket.- Open a support ticket and select the request type and priority. The ticket conversation continues over email.
- Use the support widget in the top right of the Customer Portal to call or email the support team, or email directly at support@gcore.com.
- Use the chat widget at the bottom right of gcore.com to reach the support team directly.