Does Colo Solutions offer remote hands?
Yes. Colo Solutions provides remote hands at its Orlando facility, and routine requests are included at no charge — reboots and power cycling, cable checks and reseating, visual inspection, and swapping media, handled Monday to Friday, 8:00am to 5:00pm ET. After-hours callouts are available — including meeting you at the facility — for a fee. There is no staffed 24-hour desk; the facility is unstaffed by design and secured by credential.
| Included | Yes — routine requests at no charge |
|---|---|
| Hours | Mon–Fri 8:00am–5:00pm ET |
| After hours | Available, including meeting you on site — a fee applies, quoted on request |
| Covers | Reboots, cable checks and reseating, visual inspection, swapping media |
| Response-time SLA | None published — not a commitment in the MSA |
| Staffed 24-hour desk | No — the facility is unstaffed by design |
What it covers, and what it costs
Remote hands is someone at the facility doing the physical thing you would do yourself if you were standing in front of the cabinet.
At Colo Solutions, routine requests are included at no charge:
- Reboots and power cycling
- Cable checks and reseating
- Visual inspection and status reporting — reading a display, confirming link lights, telling you what the front of the machine actually says
- Swapping media
That is worth comparing carefully when you evaluate providers. Larger operators commonly bill every touch, in fifteen-minute increments, with a ticket for each.
When you can get it
Monday to Friday, 8:00am to 5:00pm Eastern, at no charge for routine work.
After hours, we will still come out — including meeting you at the facility if you need to get to your equipment outside office hours. That carries a fee rather than being included, and we will quote it when you ask. Saying so up front is more useful than discovering it on an invoice.
We do not advertise a staffed 24-hour desk, because we do not have one. The facility is unstaffed by design and secured by credential — proximity card plus PIN at every door, a mantrap at the entrance, and recorded video. A provider claiming round-the-clock on-site engineers at a facility this size is describing something you should ask to see.
What you get instead is a small team that knows your deployment by name rather than by ticket number.
What we deliberately do not publish
A response-time commitment. No remote-hands SLA appears here because none appears in the Master Services Agreement, and publishing a number the contract does not contain would create a discrepancy the moment somebody held us to it.
If a specific response target matters for your deployment, raise it during scoping. That is a conversation about what is genuinely achievable, and it is a better use of everyone’s time than a figure on a marketing page.
If you would rather do it yourself
You can. Authorized personnel have 24/7/365 unescorted access to the facility — that is the other half of the answer, and for customers within driving distance it is often the one that matters. Remote hands exists so that being three time zones away is not a problem; it does not replace your own access.