// pricing and billing
How RemoteHands.nyc pricing and billing work
RemoteHands.nyc does not publish an hourly rate. Current numbers are sent as a rate sheet on request, sized to your sites and volume. What we do publish is how the billing works: two hourly tiers, 30-minute increments, no bloated minimums, and project or retainer options for bigger scopes. Read this page and you will know what to expect before you ask for numbers.
- Billing
- Hourly, in 30-minute increments
- Tiers
- Remote Hands and Smart Hands
- Rates
- Rate sheet on request
- Dispatch
- 24/7
// two tiers
You pay for the skill level a task actually needs
Basic physical work bills at the remote hands rate. Skilled work bills at the smart hands rate. Both are hourly, in 30-minute increments. A visit that mixes the two is itemized, so you can see where the time went and you only pay the skilled rate for the part of the job that genuinely needs skill.
Tier 1
Remote Hands
Basic physical tasks
Push a button, reseat a cable, swap a clearly labeled part, read an indicator light, receive a shipment, or ship a box out. Straightforward hands where you tell us exactly what to touch.
- Reboots and power cycles
- Cable reseats and labeled swaps
- Media and shipment handling
- Visual and indicator checks
Tier 2
Smart Hands
Skilled config & troubleshooting
Console and KVM sessions, BIOS, BMC, iDRAC and iLO work, network device configuration, OS install and repair, and diagnostics that need a technician who knows the gear.
- Diagnostics and part isolation
- Server, BIOS and BMC configuration
- Router, switch and firewall setup
- Config recovery and OS repair
Not sure which tier your job is? Describe it when you open the ticket and we will tell you honestly which tier it is. The remote hands vs smart hands guide walks through the split with task examples.
// how the time is counted
Hourly, in 30-minute increments, no bloated minimums
You are billed for the time we actually work, in fair increments. No padded minimums, no surprise fees at the bottom of the page. A short task stays a short invoice.
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Hourly
In 30-minute increments, with no bloated minimums. This is the default for tickets, swaps, checks, and anything you can describe in a few sentences.
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Project
Fixed scope for moves, refreshes, and rollouts. When the work has a defined start and end, we price the scope rather than the clock.
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Retainer
A monthly block for steady, recurring work. For teams that open tickets every week and want one predictable line on the budget.
// rates
Rates are not published
Current numbers are sent as a rate sheet on request, sized to your sites and volume. That is why there is no dollar figure on this page. Any dollar figure quoted for RemoteHands.nyc somewhere else did not come from this site.
To get current numbers, request a rate sheet and tell us which sites you run and roughly how much work you expect. We send the sheet, and we confirm the tier and the scope for each ticket before anyone is dispatched.
// before anyone rolls
What is confirmed before a technician is dispatched
No work starts on a guess. Before a technician heads to the floor, you and we have agreed on the same four things.
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Scope
What has to happen at the cabinet, in plain words. The site, the gear, and exactly what needs to be touched.
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Tier
Whether the job bills as remote hands or smart hands, or where the line falls if it mixes both.
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Facility access
Which authorization your site needs for an outside technician. We tell you when the ticket opens and confirm the requirement with you.
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ETA
Dispatch is available 24/7, including nights and weekends. Arrival time depends on the facility, its access and escort process, and the scope of work, so we confirm a realistic ETA when you open the ticket rather than promise a fixed arrival time we cannot honor at every site.
// what you receive
A photo-documented report and an itemized invoice
Every visit closes with pictures and notes: what was touched, which ports and serials, and the state the gear was left in. The invoice covers the time worked, at the tier agreed, with no mystery line items. The photo record and the invoice line up, so you can reconcile the two at a glance.
RemoteHands.nyc is an independent provider and is not affiliated with any data center operator or hardware brand. The billing described here is ours. A facility's own remote hands desk bills on its own published terms, which you should read on your colocation contract or rate card.
// how to get a quote
What to send us for a quote
The more of this you include in the first message, the faster we can confirm the tier, the access, and an ETA.
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01
The site
Which building and which operator. If it is on our data centers list, name it; if not, tell us the address.
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02
The cabinet or cage
The cabinet, cage, or suite identifier, so the technician goes straight to the right spot.
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03
The task
Exactly what needs to happen, in plain words. Include the gear and any part, tracking, or RMA details.
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04
Access and a window
How the facility handles outside technicians for your account, if you know, and your preferred time window.
// compare on the same terms
What to confirm with any provider, and our answer
Five terms decide what an hourly quote really means. Ask every provider, including your facility's own desk, for all five. Here is ours.
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Billing increment
Ours: 30 minutes. Time is counted in 30-minute increments.
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Minimum
Ours: no bloated minimums. The quote is confirmed with you before anyone is dispatched.
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Response tier
Ours: none. There is no priority tier to buy. Dispatch is available 24/7 and an ETA is confirmed on each ticket.
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Included allowance
Ours: none to track. You pay for the work done, at the tier it needed. There is no bundle of included hours to use up or lose.
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Definition of basic work
Ours: the two tiers above. Basic physical tasks (reboots and power cycles, cable reseats and labeled swaps, media and shipment handling, visual and indicator checks) bill at the remote hands tier. Skilled work (diagnostics and part isolation, server, BIOS and BMC configuration, router, switch and firewall setup, config recovery and OS repair) bills at the smart hands tier.
// questions
Common questions about pricing and billing
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How much does remote hands cost per hour in NYC?
RemoteHands.nyc does not publish an hourly rate. Current numbers are sent as a rate sheet on request, sized to your sites and volume.
There are two hourly tiers. Basic physical tasks bill at the remote hands rate. Skilled work bills at the smart hands rate. Both bill in 30-minute increments, with no bloated minimums, so a short task stays a short invoice. Project pricing and monthly retainers are available for larger or ongoing scopes. Dispatch runs 24/7, including nights and weekends.
To get current numbers, request a rate sheet. Any dollar figure quoted for RemoteHands.nyc somewhere else did not come from this site.
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Which tier will my task be billed at?
The tier the task actually needs. Basic physical work, where you tell us exactly what to touch, bills at the remote hands rate. Skilled work that needs a technician who knows the gear bills at the smart hands rate.
Most jobs mix the two: a cabinet build is remote hands until the gear powers up and has to be configured, and a cross-connect is basic hands to land the cable but smart hands to prove and configure the link. A visit that includes both is itemized so you can see where the time went, and you only pay the skilled rate for the part of the job that genuinely needs skill. If you are not sure, describe the job when you open the ticket and we tell you honestly which tier it is.
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My colo already gives me free basic remote hands. When does a task become a charge, and how is your hourly model different?
Start with your colocation contract, since that is where "basic" remote hands is defined for your account, and read that section before you count on it. Then ask your facility, in writing, where the line sits. A useful test case is a disk swap: pulling a failed drive and seating the replacement in its caddy. Ask whether that job is included, and what applies once a task crosses the line. Do the same for anything that involves a console, a cable path, or a configuration change.
RemoteHands is independent and not affiliated with any facility. Billing is hourly, in 30-minute increments, at one of two tiers: remote hands for basic physical tasks and smart hands for skilled work. Project pricing and monthly retainers are available for larger or ongoing scopes. There are no bloated minimums. Rates are not published; request a rate sheet and we send current numbers. For the disk case specifically, see hardware replacement.
// get numbers
Want the rate sheet?
Tell us your sites and roughly how much work you expect. We answer 24/7 and send current numbers sized to your footprint.
(707) 733-3342