Smart Hands Support

From routine maintenance to highly complex installations, you can trust Smart Hands service for Rackspace Colocation to be there when you can’t; or to allow you to focus resources on other important aspects of your business.

Rackspace Smart Hands service provides colocation customers access to a highly trained team of technicians and engineers available 24x7x365. Purchasing, submitting and tracking Smart Hands requests is easily done through the MyRack portal where you have complete visibility into the status of your request.

Rackspace is the only colocation provide to offer and SLA around smart hands (reference Product Terms for more details). The smart-hands SLA varies by facility:

Smart Hands Data Center SLA

Data Center

1 hour response SLA

24 hour execution SLA

DFW3

Yes

Yes

HKG1

Yes

Yes

IAD3

Yes

Yes

LON3

Yes

Yes

LON5

Yes

Yes

MCI1

No

No

NYC1

No

Yes*

NYC2

No

Yes*

ORD1

Yes

Yes

SJC2

No

Yes*

SYD2

Yes

Yes

AMS41, AMS42, ATL40, BOS40, BOS41, DEN40, CLT40, IAD40, LAX40, MCI40, MIA40, ORD40, NYC40, NYC41, NYC42, NYC43, NYC44, ORD40, PHX40, PHX41, SFO40, SIN40, SJC40, SJC41 WPA40

Yes

No

24-hour execution SLA only available Monday thru Friday