Skip to main content
When colocated hardware requires physical attention at the data center, Smart Hands provides Gcore engineers to work directly on the equipment, without a customer team needing to be on-site. They handle everything from a server reboot or cable check to full hardware installations and component replacements. The service is a paid add-on to Colocation, billed by the time the work takes.

​
Covered tasks

The scope covers any physical task that requires hands-on access to customer equipment at the facility:
  • Hardware installation and removal (servers, switches, drives, and other components)
  • Component replacement (failed or degraded parts)
  • Cabling and cable management
  • Server reboots and power cycling
  • Indicator light and status checks
  • Visual inspection and basic diagnostics
  • Any other physical task at the rack that requires on-site presence

​
Priority tiers

Once the task falls within scope, each request is assigned one of two priority levels, which determines both the response commitment and the billing rate. If no priority is specified, the support team assigns one based on the request details.

​
Billing

The priority level also determines the billing rate. Gcore charges Standard and High work at different amounts and tracks time in 15-minute increments, rounded up across all requests in a calendar month. Gcore calculates each data center location separately, so work at two facilities in the same month produces two charges. For example: two tasks at the same location taking 5 and 30 minutes produce a combined 35 minutes, which rounds up to 45 minutes. If the customer submitted one task as High priority, its time counts separately from the Standard time. Rates vary by location. Contact the sales team for pricing at a specific facility. All Smart Hands work is submitted as a service request, which covers the available channels, priority selection, and required information.