Smart Hands
A named engineer stationed in your facility on a monthly basis, embedded in your ticketing and monitoring workflow.
Overview
Smart hands is a retainer model: instead of dispatching per task, you get a consistent engineer who knows your rack layout, your spares and your escalation path.
They work inside your process — your tickets, your SLA clock, your reporting format.
At a glance
| Model | Monthly retainer |
|---|---|
| Shifts | Business hours or 24/7 |
| Coverage | Single nominated facility |
| Reporting | Monthly operations report |
What we handle on site
Shift patterns: business hours or 24/7 cover with documented handover.
Routine operations: hardware swaps, patching, walkthroughs, spare parts management.
Process integration: ticketing into your system with tracked response and resolution times.
Reporting: monthly volume, failure categories, parts consumed and improvement notes.
Common questions
How is response time measured?
From the moment we accept the ticket in writing. Standard dispatch is four hours, one hour for emergencies, 24/7.
Which facilities do you cover?
Carrier-neutral facilities across Hong Kong plus our own partner sites in Tseung Kwan O, Tsuen Wan and Sha Tin.
How is the work priced?
Per ticket with a two-hour minimum, or a monthly retainer for recurring work. Quotes are written and based on site and task type.
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