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Remote Hands Support
Your services on remote control


Remote Hands Support

Your services on remote control


Netmagic Solutions will provide remote hands support to servers hosted at Netmagic Datacenters. These services will be available on 24x7 basis; but with respect to the category of remote hand support contracted by the customer.

To have more clarity on your existing remote hands support contract, please speak to your Netmagic Sales A/c Manager. Customer needs to request the support by logging a call with Netmagic for every activity.


Remote Hand Support Service Packages

  • 24x7 support for server hard reboot, remote hand support limited to activities not requiring logging into server, 1 ticket per account as and when required
  • 24x7 support for server hard reboot, remote hand support limited to activities not requiring logging into server, 2 tickets per month per account
  • 24x7 support for server hard reboot, remote hand support limited to activities not requiring logging into server, 5 tickets per month per account
  • 24x7 support for server hard reboot, remote hand support limited to activities not requiring logging into server, 10 tickets per month per account
  • 24x7 support for server hard reboot, remote hand support limited to activities not requiring logging into server, unlimited tickets per rack per month per account, minimum 5 racks must be contracted

Service Includes

  • Rebooting or power cycling of equipment
  • Connect external device to customer's setup
  • Reset frozen remote session
  • Requests to check physical network connectivity
  • Plug in to a console port for remote management by customer
  • Requests to check the physical LED/ other indicators on the servers
  • Other physical help not requiring logging into server / device

Service Does Not Include

  • Any activity that is not a part of the above list.*

* The services will be strictly as per instructions of customer and hence customer will be responsible for any implications of the requested activity, Netmagic won’t be responsible / liable for any damages or losses that may occur due to the activity requested by customer.


Platinum Support

(24x7 support for server hard reboot, remote hand support limited to activities not requiring logging into server).

The services will be performed strictly as per instructions of customer and hence customer will be responsible for any implications of the requested activity. Netmagic will not be responsible/liable for any damages or losses that may occur due to the activity requested by customer.

Customers can request scheduled or unscheduled remote hands support 24x7 at all Netmagic data centers. Here's how you can schedule your request*:

Make sure to schedule non-emergency remote hands atleast 24 hours prior to the desired scheduled event*. (this is requesting for remote hand support which maybe more for a scheduled maintenance of their applications etc. which is not part of our regular support).

* To request remote hands services, you must be a company-approved representative.

For emergency and short notice requests, our response time is as follows:

  • During Business hours we will respond within 30 mins of your request.
  • During Non-business hours we will respond within 1 hour of your request.