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On-Site Support & Services
Engineers on site around the clock, reachable by phone, email or portal, covering remote hands, smart hands and managed services.
Your Team, Already On Site
A failed drive at 3 a.m. shouldn't wait for a dispatch. Cindervault technicians are in the hall around the clock, and a smart-hands request filed from your phone is typically acknowledged within fifteen minutes.
From simple reboots and visual checks to full rack-and-stack builds, structured cabling and managed monitoring, the same crew that runs the facility runs your gear — documented with photos on every ticket.
What's Included
- 24x7 remote hands: reboots, checks, button pushes, escorts
- Smart hands: rack, stack, cable, label and troubleshoot
- Unpack, inspect and secure staging for inbound gear
- Managed monitoring with escalation to your team
- Private cloud and backup-restore administration
- Shipping and receiving with photo documentation
"They replaced a RAID controller at 2 a.m., photographed every step, and our monitoring never even paged. That's the whole review."— Systems Architect, SaaS provider (managed services customer)
How A Ticket Flows
Phone, email or portal — with photos and console output attached.
A named tech confirms scope and ETA, usually within 15 minutes.
Work performed under your change window, documented live.
Photo evidence, test results and close-out summary on the ticket.
Remote hands covers simple physical tasks — reboots, cable reseats, visual checks, escorts. Smart hands covers skilled work — installs, configuration, troubleshooting — billed in fifteen-minute increments.
Yes. Secure customer cages and labeled spares storage mean a drive or PSU swap starts the moment you approve it, not after a courier run.
We operate backup and restore schedules, test restores quarterly, and retain off-site copies per your retention policy.
Related Services
Put Us To The Test
New colocation customers get five smart-hands hours free in the first ninety days. File a ticket and time us.
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