Smart Hands in Copenhagen

Digital Realty Copenhagen CPH1-3 stands on Industriparken in Copenhagen. A company that places servers, storage or network gear in a Copenhagen data centre usually has no staff next to the rack. When a fault needs more than a power cycle, someone has to be there who can read the symptoms, decide what to test next and change a configuration correctly. That is the gap smart hands fills. Reboot Monkey separates two kinds of on-site work. Remote hands is physical work carried out on the customer's instruction: reboots, cable checks, component swaps and visual checks. Smart hands is technical work that needs diagnostic judgement and configuration knowledge. The distinction matters when you write the ticket. If you already know which part to swap, remote hands is the right request. If you know only the symptom, such as a link that flaps, a server that does not come back after a firmware change or a port that shows no light, smart hands is the right request, because the engineer decides the next step as the work proceeds. Reboot Monkey is a third-party datacenter services operator. It does not own the Copenhagen buildings and it is not a hosting company. It sells rack space, IP transit, leased IP addresses, network and hardware, together with the services that deliver, install and support them, inside data centres that other companies own and run.

Data centres in Copenhagen, ordered by the number of networks present:

A smart hands request starts with a ticket from the customer that describes the symptom, the rack and the outcome expected. A Reboot Monkey engineer is dispatched to the customer's facility, works through the problem on site and reports what was found and what was changed, so the customer has a record of the work.

The work sits alongside the other services Reboot Monkey runs in the same racks, which means one engineer can often carry a task from diagnosis through to the physical fix without a hand-over between suppliers. Typical smart hands tasks fall into these groups:

Reboot Monkey sells the network and the hardware as well as the hands, so a request that begins as a fault in a rack can end with the right part or circuit being ordered and installed under one supplier. The company works across many facilities and operators, which is why the service is vendor-neutral: the engineer serves the customer's equipment, whatever its make and whichever operator runs the building. Continuity is built into how a site is covered. A second, briefed Reboot Monkey engineer is named as backup for every customer site, so a fault does not wait on one person's availability. Monitoring is available as its own service: the Reboot Monkey NOC monitors the customer's servers and network equipment, and the findings can lead directly into a smart hands ticket. For a Copenhagen deployment that matters when the same customer runs equipment in several countries and wants one way to raise a ticket and one record of the work, rather than a different local supplier for each site. Commercial terms are simple to ask for. Prices are quoted on request and depend on the customer and the size of the job. To scope a smart hands arrangement for Copenhagen, send the rack location, the equipment involved and the kind of faults you expect, and Reboot Monkey will respond with a quote.

These terms apply in every facility in Copenhagen where Reboot Monkey engineers work.

The data centres we work in hold their own certifications, such as ISO/IEC 27001 and ISO 9001. Ask us for the certificate of your site.