Smart Hands
A named engineer stationed at your facility on a monthly basis, instead of per-ticket dispatch.
Dedicated headcount
Business-hours or 7×24 shifts with handover and relief cover.
Day-to-day ops
Hardware swaps, cabling, monitoring rounds, spare parts management.
Process integration
Ticketing into your system, SLA-tracked response and resolution times.
Monthly reporting
Ticket volume, failure categories, parts consumed, improvement notes.
Emergency cover
Backed by the remote-hands pool outside shift hours.
How it runs
- Agree site, shift pattern and scope
- Engineer vetting and facility access enrolment
- Integrate ticketing and monitoring, two-week pilot
- Monthly operations report and SLA review
Coverage
- Equinix 香港（HK1 / HK2 / HK3 / HK4）
- MEGA-i（新世界电讯）
- Digital Realty 香港
- NTT 香港
- Global Switch 香港
- 自有合作机房：荃湾 / 葵涌 / 将军澳
FAQ
How is response time measured?
From written acceptance of your ticket. 4 小时 standard, 1 小时 emergency, 7×24.
Which facilities do you cover?
Major Hong Kong carrier-neutral sites plus our own partner facilities: Equinix 香港（HK1 / HK2 / HK3 / HK4）; MEGA-i（新世界电讯）; Digital Realty 香港; NTT 香港; Global Switch 香港; 自有合作机房：荃湾 / 葵涌 / 将军澳. Other sites assessed case by case.
How is it priced?
Per ticket with a two-hour minimum, or a monthly retainer for regular work. Written quote based on site and task type.
Can we watch the work?
Yes — live photos, recording or a video call, with a full on-site record afterwards.
How is data handled?
Engineers sign NDAs; any task involving storage media is witnessed and logged, with optional recording.
Need a quote for this service?
Send the site, rack position and task, and we reply with a plan and quote within one business day.