Quick answer: "Remote hands" is physical work done by data-center engineers on your request: power-cycling the server, checking cables and indicators, swapping a component, attaching a console. Request it via a support ticket describing exactly what should be done — you cannot visit the data center yourself.
Overview
With a dedicated server you manage everything over the network, but some situations need someone physically at the rack: the machine stopped responding, a disk needs replacing, a BIOS setting blocks boot. Cloud2Y engineers in Kyiv, Lviv, Amsterdam and Singapore act as your hands on-site.
Before you start
- Confirm the problem is not solvable remotely (SSH, RDP, IPMI console) — remote fixes are faster.
- Prepare a precise description of the requested action — engineers execute your instructions, they do not administer your OS.
- Have your server ID and IP at hand.
Step-by-step guide
- Open a ticket with the server ID/IP and a clear, step-by-step request — e.g. "power-cycle the machine and report the POST screen" or "check whether disk bay 2 shows a fault LED".
- Include urgency and any timing constraints.
- Wait for the engineer's report in the ticket — photos or console output are provided when relevant.
- Continue remotely once physical state is confirmed or fixed.
Typical remote-hands tasks: power cycle / cold reboot; cable and link-light checks; component replacement (disk, RAM, PSU) as part of hardware service; attaching KVM/console; reading error indicators.
Not remote hands: OS administration, software installation and configuration, data migration inside your OS — on an unmanaged server those are on your side (see support scope).
Common issues
- Vague request: "server is broken, fix it" cannot be executed at the rack — describe the observable action you need.
- Asking for OS work: engineers will attach a console for you, but fixing your nginx config is not a physical task.
- Skipping IPMI: if you have console access, many "dead server" cases are solvable without anyone touching the hardware.
When to contact support
Any time the server is unreachable and the console shows nothing, when you suspect failed hardware, or when a physical inspection would settle a diagnosis — open the ticket, that is the process.
Frequently asked questions
What does remote hands include?
Remote hands covers physical actions at the rack: power-cycling the server, checking cables and indicator lights, swapping components and attaching a console for you.
Is OS administration part of remote hands?
No — remote hands is strictly physical work at the rack. Operating-system and software administration on an unmanaged dedicated server remains on the customer side.
How fast are remote hands performed?
Timing depends on the urgency and the current queue at the data center. Describe the business impact clearly in the ticket so the request is prioritized correctly.
Related articles
- How to request hardware diagnostics
- How to access your dedicated server
- Dedicated server SLA and support scope
- How to contact Cloud2Y support
Need a hand? Contact Cloud2Y support →
