Skip to main content
Data Convergence

Service levels

Remote Hands response times and pricing

Every request is handled at one of three levels: Critical, Urgent or Scheduled. Each has a plain definition and its own request path, so you know where to start and what to have ready.

Urgent supportRequest a quote

Request levels

Which level is your request?

Response time and price are confirmed in writing for each request before work is booked.

Scroll the table sideways for more.

Request levels and how each one is handled
LevelWhen it appliesResponseStart here
CriticalService is down or at serious risk now, and someone has to be on site as soon as possible.Confirmed for each requestUrgent support
UrgentService is degraded or a hard deadline is close, and the work needs to happen within days.Confirmed for each requestUrgent support
ScheduledPlanned work with a date: installs, refreshes, audits, moves and migrations that can be scoped in advance.Confirmed for each requestRequest a quote

Pricing

How pricing works

Straight answers about what a request costs and what changes it.

What drives the price

Work is quoted from the scope you describe, so the price matches the task. These are the factors that change it:

  • How soon the work has to happen, and whether it falls outside normal hours
  • The site, its access rules and whether an escort or permit is needed
  • How many tasks are involved and how long each takes
  • Whether you want written documentation, photographs and asset records back
  • Whether it is a one-off visit or a repeating or multi-site program

How we make it easy to start

Tell us the site, the task and when it has to happen. We reply with the scope, what we need from you, and a quote before any work is booked.

Find your path

Pick the request path and see what to have ready

Two choices and you know which form to use and what to prepare.

This is guidance only. It is not a quote and it does not book anyone.

Your path

Scheduled request: replace or install hardware

Planned work with a date: installs, refreshes, audits, moves and migrations that can be scoped in advance.

Response time and price are confirmed for each request.

Have ready

  • A rough scope and the number of racks, devices or runs
  • Preferred dates and any change-window limits
  • Documentation you want back (photos, asset records, a completion report)
Request a quote

What you get back

A completion report for every job

Work ends with documentation your team can rely on: what was done, how it was checked and what still needs attention. See a sample report, or build your own with the free completion report builder.

See a sample report

Questions

Response times and pricing: common questions

What are the Remote Hands request levels?

Requests are classified as Critical (service is down or at serious risk now), Urgent (service is degraded or a hard deadline is close) or Scheduled (planned work with a date). Each level has its own request path.

How quickly will you respond?

Response time is confirmed for each request. After you describe the site and the task, we reply with what is possible and when, before any work is booked.

How is Remote Hands work priced?

Work is quoted from the scope you describe. The main factors are how soon it has to happen, the site and its access rules, the number and length of tasks, the documentation you want back, and whether it is a single visit or a repeating program.

Which form should I use?

Use the urgent support form when a site needs physical attention soon. Use the quote form for planned work with a date, and the expert form if you want to discuss options before scoping.

Get started

Have an infrastructure requirement? Choose the path that fits.

Different needs need different starting points. Pick the one closest to yours and we will take it from there.

Not sure where to start? Learn about Data Convergence or contact the team.