Remote Hands Services in Tokyo
By Reboot Monkey Team
Vendor-neutral, bilingual on-site support across Equinix TY1-TY11, AT Tokyo, NTT Communications, KDDI Telehouse and every major Tokyo data centre. 24/7. Single SLA.
Last updated: April 14, 2026
Which Tokyo data centres does Reboot Monkey cover for remote hands?
Reboot Monkey provides remote hands services across all major Tokyo colocation facilities. This includes the full Equinix Tokyo estate from TY1 through TY11, AT Tokyo CC1 and CC2, NTT Communications Nexcenter campuses, and KDDI Telehouse EAST, NORTH, WEST, and YATSU. Coverage also extends to IDC Frontier, Colt DCS, Sakura Internet, and other PeeringDB-listed Tokyo facilities. Unlike facility operators who provide remote hands only within their own sites, Reboot Monkey operates as a vendor-neutral third party across all operators under a single service agreement. Clients should confirm coverage for specific facilities at the time of quoting.
What is the difference between remote hands and smart hands?
Remote hands refers to physical task execution by an on-site engineer acting on instruction from a remote team. Tasks are defined and straightforward: reboot a server, replace a drive, run a cable, read a console screen. Smart hands involves technical judgment. A smart hands engineer can configure a network device, troubleshoot an operating system failure, operate vendor-specific diagnostic tools, or perform a firmware update. In practice, many engagements start as remote hands and escalate to smart hands when the physical check reveals a technical issue that requires interpretation. Reboot Monkey provides both services in Tokyo; clients can escalate between them within an active ticket without raising a new work order.
How quickly can a Reboot Monkey engineer reach a Tokyo data centre for a P1 incident?
Reboot Monkey's P1 SLA for Tokyo specifies a 5-minute ticket detection window from creation, a 15-minute client notification from detection, and a 4-hour on-site engineer attendance target. The 4-hour on-site target covers all major Tokyo facilities regardless of time of day. Our 24/7 NOC monitors all active Tokyo P1 tickets. For facilities in central Tokyo, actual attendance times are typically shorter than the SLA maximum. SLA credit terms apply to confirmed P1 response failures, subject to the master services agreement.
Does Reboot Monkey provide bilingual Japanese and English remote hands in Tokyo?
Yes. Reboot Monkey's Tokyo engineer network includes bilingual Japanese and English speakers. For foreign enterprises managing equipment in Japan, this matters in two ways: direct communication with the on-site engineer during a troubleshooting call, and coordination with facility security and access teams whose primary working language is Japanese. Facility security desks, equipment receiving teams, and on-site operations staff at NTT Nexcenter, AT Tokyo, and Telehouse facilities conduct their access and escorting procedures in Japanese. Bilingual engineers eliminate the communication friction that can delay access and extend incident resolution times.
Is Reboot Monkey's remote hands service compliant with Japan's APPI requirements?
Reboot Monkey operates a chain-of-proof documentation protocol for all tasks involving storage media or equipment that may contain personal data. This includes timestamped photographic records before and after each task, signed engineer work logs, and data destruction certificates for any drives degaussed or physically destroyed on-site. This documentation structure is designed to satisfy the evidence requirements for organisations subject to Japan's Act on Protection of Personal Information as revised in 2022. APPI is distinct from GDPR and should not be treated as equivalent. Organisations with specific APPI compliance documentation requirements are encouraged to discuss their needs with Reboot Monkey at the scoping stage.
How does Reboot Monkey handle remote hands documentation for PCI DSS 4.0 Requirement 9?
For clients with systems in PCI DSS scope, Reboot Monkey's remote hands engagement model generates the access and activity documentation required under Requirement 9. Each work order creates a pre-authorised task record. The attending engineer's identity and access time are logged in the facility access system and in Reboot Monkey's work order record. Post-task completion reports include task description, engineer identity, start and finish times, and photographic evidence of work performed. For media disposal tasks, Reboot Monkey provides destruction certificates consistent with PCI DSS 4.0 media disposal requirements. Clients should inform Reboot Monkey at the time of scoping if systems are within a cardholder data environment.
What engagement model is best for a foreign enterprise entering the Tokyo market?
For enterprises establishing their first Tokyo colocation presence, Reboot Monkey recommends starting with an on-demand engagement for the initial deployment project. This allows the client to validate Reboot Monkey's engineer quality and documentation standards before committing to a retainer. Following deployment, most enterprises operating ongoing Tokyo infrastructure benefit from a monthly retainer that provides predictable cost and priority scheduling. Reboot Monkey's project-based engagement is also available for defined-scope activities such as hardware refresh cycles or site decommissioning. All engagement models operate under the same SLA structure and are covered by the same master services agreement.