Smart hands · 24/7 dispatch
Your hands on site. Anywhere, any hour.
On-demand technicians for remote infrastructure teams. When a switch fails in Dallas at 2 a.m., the nearest qualified, pre-badged Super InfraWorks technician is already on the way.
Work orderPriority · Critical
Failed network switch
- Site
- Dallas DC-4
- Target
- 2-hour on site
- Skills
- Network · Optics
- Access
- Badge verified
- 02:04Ticket opened via monitoring
- 02:06Nearest qualified tech matched (11 mi)
- 02:07Dispatched · accepted
- 02:51On site · 47 min
- 03:18Switch replaced · links verified
- Critical response
- 24/7
- Critical-tier SLA compliance
- 98.6%
- Facilities supported
- 2,600+
- Regional hubs
- 11
Dispatch model
How a ticket becomes a fix
The dispatch engine weighs distance, verified skills, valid credentials, customer access authorization and availability — critical tickets go to on-call response teams first.
- 01
Request
Open a ticket in the customer portal, by API, from your monitoring system or by calling 24/7 dispatch.
- 02
Match
Dispatch finds the nearest qualified technician with the required skills, a valid customer badge and the right equipment.
- 03
Dispatch
Critical tickets go to the on-call response team first. The technician accepts, travels and checks in on arrival.
- 04
Resolve
Work performed under your MOP, with photos, parts used and findings captured on the work order.
- 05
Report
Response and resolution times recorded against SLA, visible live and summarized monthly by site.
Response tiers
Pick the response your site needs
TIER 01
Basic
Scheduled, business hours
- Coverage
- Mon–Fri, business hours
- Response
- Next business day
- Best for
- Preventive maintenance, planned MACs, audits
- Scheduled work orders
- Standard rate card
- Monthly reporting
- Portal access
TIER 02
Priority
Guaranteed same-day response
- Coverage
- Extended hours, 7 days
- Response
- Same day (4-hour target in hub metros)
- Best for
- Production sites with regular break-fix
- Everything in Basic
- Same-day response SLA
- Named account lead
- Escalation path
- Mission-critical
TIER 03
Critical
24/7 for mission-critical facilities
- Coverage
- 24 × 7 × 365
- Response
- 2-hour on-site target in hub metros
- Best for
- Hyperscale, colocation and mission-critical facilities
- Everything in Priority
- On-call response teams
- Pre-badged technicians
- Quarterly business reviews
TIER 04
Dedicated
Permanent staff on your site
- Coverage
- Your schedule, on site
- Response
- Immediate — staff on site
- Best for
- Campuses with steady daily workload
- Embedded Super InfraWorks team
- PTO and surge coverage
- Site-specific training
- Executive scorecards
Scope
What our technicians handle
Every smart-hands technician is background-checked, data-center safety trained and badged for the sites they serve.
- Reboots and power cycles
- Component replacement — drives, optics, PSUs, fans, DIMMs
- Cable tracing and port verification
- Visual inspections and LED / status checks
- Physical troubleshooting with remote engineers on the line
- Inventory checks and serial capture
- Hardware installation and rack-and-stack
- Patching, cross-connects and port changes
- RMA receiving, packing and shipping
- Console access and media handling
How fast is a critical response?
Critical-tier sites in hub metros carry a 2-hour on-site target for critical-priority tickets, backed by on-call response teams. Targets for sites outside hub metros are set per site based on staging and travel time.
Who can open a ticket?
Any authorized user on your account, through the customer portal, our API, an integration with your monitoring or ticketing system, or by phone to 24/7 dispatch.
Do technicians follow our procedures?
Yes. Site rules, access requirements and method-of-procedure documents live on each site record and are delivered to the technician with the dispatch.
Can we buy smart hands per incident?
Yes, under a Basic-tier rate card. Most customers move to Priority or Critical once they need guaranteed response times.
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