Create a Remote hands request

If you need a technician to perform work on your co-location rack, you can use our Remote hands.

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Remote hands is a service offered to customers with co-location racks in Glesys's data centers.

Note that the Remote hands request form in the control panel, as shown here, is currently only available for the Swedish data centers (Falkenberg and Stockholm). For all other data centers, contact Glesys support at [e-mail].

For additional information about Remote hands, see the Service description.

Create a Remote hands request

Navigate to Remote hands under Bare metal. Click Create request.

The current hourly rate for Remote hands is displayed at the top of the request form.

• Start by selecting which rack this request is for under Services. It's possible to select multiple services if needed.

• Under the Execution option, select how you want the request executed (as soon as possible or schedule a time slot).

  • As soon as possible. Choose this option if you want the technicians to process your request as soon as they are available. They will not inform you before they start working on the request.

  • Schedule a time slot. Choose this option if you would like the technicians to reach out to you to schedule a time slot for when they will perform the work. Choose this option, for example, if the work will require you to shut down a server beforehand. This is the safest option if the work will induce downtime.

• In the Instructions field, provide a detailed explanation of what you want the technicians to do, such as mount an SSD or a PCIe card, and where to mount it (in which server, in which drive bay, etc).

• In the last field, Shipments (optional), enter a comma-separated list of parcel IDs for inbound shipments related to the Remote hands request.

  Before shipping items to Glesys, you need to create a Shipment in the control panel (see below). When the shipment is registered, you'll receive the parcel ID you need to enter in this field. The parcel ID is a unique identifier for shipments to Glesys and is not the same as the carrier tracking number.

• Once you've entered all the details, click Create.

Once the Remote hands request is registered, you'll see it in the Remote hands overview.

Once Glesys's technicians have performed the work or have any questions, you'll receive an email from them. You can also follow the request in the Remote hands overview. Click the arrow icons to the right to expand the request. If there's a shipment tied to the Remote hands request, you can expand that as well.

Once the Remote hands request is completed, the status will change to Completed.

Create a shipment

Before you can send packages to Glesys, you need to register the shipment. When the registration is complete, you'll receive a parcel ID. You need to mark your package with this parcel ID, either on the package itself or on the package slip. You also need to enter the parcel ID into the Shipments field when creating a Remote hands request for the shipment.

In short, the process for creating a shipment and sending packages to Glesys for a Remote hands request is this:

1. Create a shipment with your preferred carrier.

2. Print and attach the carrier's shipping label to your package as you usually would, and note down the tracking number.

3. Create a shipment with Glesys following the guide below using the carrier's tracking number. Once the shipment is created, you'll see your Glesys parcel ID (sh-XXXXX).

4. Mark the package with the Glesys parcel ID from the step above (sh-XXXXX).

5. Enter the Glesys parcel ID (sh-XXXXX) into the Shipments field of the Remote hands request and create the request.

6. Ship the package.

To create a shipment to Glesys, navigate to Shipments under Bare metal. Click Register shipment.

Select which data center you intend to send the package to by clicking the Data center drop-down menu. In this example, we'll select Stockholm.

Enter the package tracking number in the Tracking number field. Then, click Create.

Once the shipment is registered, you'll see the parcel ID in the Shipments overview. The parcel ID starts with sh-. This is the ID you need to enter in the Shipments field of the Remote hands request.