Overview
OIT Data Center staff offer the Remote Hands Service as an extension of both your eyes and hands within the Data Center environment. This is provided to assist with any troubleshooting measures that may be needed as it relates to your Data Center-hosted equipment/environment.
OIT Data Center staff is experienced with working on equipment and operating systems of various manufactures following industry best practices.
Some examples of Remote Hands requests can include but are not limited to the following:
- Equipment power-cycling
- Equipment install/removal
- Cabling: tracing, patch cord installs/removals, labeling and testing
- Inspecting physical environment for alarms
- Connecting crash-carts
- Reporting on-screen errors
- Directed command line/configuration entry
- Hot-swappable replacements/installs: hard drives, tape drives, power supplies, SFPs and any other hardware component that is deemed hot-swappable
- Cold-swappable replacements/installs: CPUs, motherboards, RAM, on-board drives, fan units, batteries and peripheral cards
- Shipping/receiving preparations
Benefits
Engaging OIT staff for Remote Hands assistance can save you an unnecessary trip to the Data Center and/or campus. Leveraging this service can also help expedite your issue to a faster resolution, as data center staff typically operate on campus during normal business hours. Utilizing Remote Hands can also allow you to focus on additional measures while OIT Data Center staff completes your request.
Cost
There is no cost for this service.
Who can get it?
Faculty, staff and affiliates of CU Boulder who operate and/or manage equipment hosted in the CU Boulder Data Centers. There is no additional cost for this service.
How to get it
Contact the IT Service Center at oithelp@colorado.edu or 303-735-4357 and reference opening a ticket for the data center queue. You may also email the OIT Data Center Team directly at dcops@colorado.edu.
Availability
The Remote Hands service is offered during both business and non-business hours.
Business Hours
Both non-emergency and emergency requests can be submitted during campus business hours.
- Fall & spring semester: 8 a.m.–5 p.m. MT
- Summer semester: 7:30 a.m.–4:30 p.m. MT
Non-Business Hours
Emergency cases only. These requests will be performed by on-call personnel and should only be leveraged during events where the request cannot wait and there is impact to production services. Emergency cases are periods when an environment is experiencing impact to services and/or operating in a degraded state to which support cannot be offered to end users/services.