12Operate & Optimise
24/7 operations
and smart hands.
Remote monitoring and on-site engineers under clear SLAs, so you know exactly what you are getting and when, without building an operations team of your own.
- 24/7 monitoring
- Smart hands
- Maintenance
- Incident response
- Five tiers
01Overview
Reliable operations, clear SLAs.
Keeping a data centre running well takes constant attention: monitoring, maintenance and a fast response when something goes wrong. We deliver 24/7 management and on-site support with clear SLAs, so you know exactly what you are getting and when.
Our operations team combines remote monitoring with on-site smart hands, giving you a complete operational layer without the cost and complexity of building it yourself. From routine maintenance to emergency response, we keep the environment stable and your teams informed.
What you get
- 24/7 monitoring and management
- Proactive maintenance
- Rapid-response smart hands
- Clear SLAs and reporting
- Lower operational overhead
- On-demand technical support
02Coverage
Five tiers,
from on-call to embedded.
Each tier sets how often engineers are on site and how quickly they respond. From Managed upwards, round-the-clock monitoring is standard. Select a tier to see its pattern; the site hours and tickets shown are illustrative.
On site, by dayTwo shifts a day
- Tier
- Resident
- On site
- Daily, two shifts
- Response
- 30 minutes
- Monitoring
- Round the clock, as standard
- P1 ticketed
- Within 15 minutes, every tier
Smart hands ticketsIllustrative
- SH-2044Patch six ports to schedule, PP03New
- SH-2043Visual check: amber LED, R03Acknowledged
- SH-2042Replace PSU under RMA, R09On site
- SH-2041Reseat optic, R14 U22Resolved
Every ticket carries photos, notes and its escalation path.
Tiers, response targets and P1 handling are from our managed operations model. On-site hours and tickets are illustrative.
03What's included
A complete operational layer.
Remote monitoring and on-site engineers working as one team, with every job recorded on one ticket trail.
-
01
24/7 remote monitoring
Continuous monitoring of environmental conditions, power systems and infrastructure health, with real-time alerting and regular reporting to your team.
-
02
Smart hands
On-site engineers for physical work: equipment installs, cable swaps, troubleshooting, visual inspections, escorted access and anything else that needs hands on kit.
-
03
Preventive maintenance
Scheduled maintenance programmes for power, cooling and critical equipment, catching problems before they become outages.
-
04
Incident management
Defined response procedures, clear escalation paths and experienced engineers who diagnose and resolve issues quickly.
04How we deliver
When something goes wrong.
Every incident follows the same six steps, with photos, notes and escalation recorded on the ticket. A P1 is detected, notified and ticketed within 15 minutes at every tier.
- 01
Detect
Monitoring raises the alarm, or a ticket comes in from your team.
- 02
Alert and triage
Priority set, owner assigned and your team notified.
- 03
Respond
Remote fix, or an engineer on site within the tier's target.
- 04
Stabilise
Service made safe; escalation to the manufacturer if needed.
- 05
Restore and verify
Full fix completed and checked, with photos on the ticket.
- 06
Review
Cause and actions recorded in the operational report.
05At a glance
Specification
- Tiers
- On-Call, Scheduled, Managed, Resident, Embedded
- Response targets
- From 48 hours or next business day (On-Call) to 15 minutes (Embedded)
- Monitoring
- Round the clock, standard from Managed upwards and available as an option on any tier
- P1 handling
- Detected, notified and ticketed within 15 minutes at every tier
- Smart hands
- Installs and MACs, patching, troubleshooting, visual checks, escorted access, goods receipt and RMA
- Ticketing
- Your system or ours, with two-way sync over API
- Evidence
- Photos, notes and escalation path on every ticket
- Reporting
- Operational reporting against the agreed SLA
06Questions
Common questions
What is the difference between smart hands and managed operations?
Smart hands is on-site work you direct: you raise a task, our engineer does it and records it. Managed operations means we own the outcome: monitoring, incidents, maintenance and reporting, run to an agreed SLA. You can start with one and move along the tiers as the estate grows.
How quickly do you respond?
It depends on the tier: 48 hours or next business day on On-Call, 48 hours on Scheduled, 8 hours on Managed, 30 minutes on Resident and 15 minutes on Embedded. P1s are detected, notified and ticketed within 15 minutes at every tier.
Can you work in our ticketing system?
Yes. We integrate with your ticketing, with two-way sync over API, and work to your approved procedures. Every job carries photos, notes and its escalation path.
How is it priced?
On-Call, Scheduled and Managed are priced on volume. Resident and Embedded run on a staffed rota, with a minimum term and a mobilisation fee.
Where do you operate?
Scheduled operations are running today across five cities in two continents, and we mobilise engineers for new sites across Europe, North America, the Middle East and APAC.
Operations and smart hands
Tell us the site and the cover you need.
Talk to our operations team about keeping your data centre running at its best. We typically respond within one business day.