Overview
Our data center does not provide direct portal access to customers. All requests for physical visits or remote hands services must go through Nocser.net Support.
This guide explains how to submit your request and what to expect.
What Is Remote Hands?
Remote hands is a service where our on-site technicians perform tasks on your behalf at the data center — such as:
- Server reboot
- Cable check or reseating
- Hardware swap
- Visual inspection
- Power cycle
This saves you time and travel when you can't visit the data center yourself.
How to Request
Step 1: Open a Support Ticket
Log in to the Nocser.net client area and open a support ticket. Select the relevant department (e.g., Technical Support).
Step 2: Include the Required Details
For a Data Center Visit:
- Full name and IC/passport number of each visitor
- Company name
- Date and time of planned visit
- Estimated duration
- Purpose of visit
- Equipment identification / label / Serial Number
For Remote Hands:
- Company name
- Equipment identification / label / Serial Number
- Clear description of the task required
- Any special instructions or precautions
- Preferred time (if applicable)
Step 3: Submit in Advance
| Request Type | Minimum Notice |
|---|---|
| Data center visit | 1 business day |
| Remote hands | 6 hours |
Emergency requests will be handled on a best-effort basis.
Step 4: Wait for Confirmation
We will email the data center with your request and forward their confirmation to you.
Step 5: On the Day of Your Visit
- Bring a valid ID (must match the name submitted)
- Visitors without prior approval will be denied entry
- You will be escorted to your rack by data center staff
Fees
Data Center Visit:
- Free for up to 2 visits per calendar month
- Additional visits may incur charges — we will inform you before proceeding
Remote Hands:
| Task | Fee |
|---|---|
| Visual inspection | Free |
| Server reboot | Free |
| Cable connection | Charged |
| Status check | Charged |
| Photo taking | Charged |
Charges for remote hands will be confirmed with you before any work is performed.
Important Notes
- All communication goes through Nocser.net — please do not contact the data center directly.
- Requests must be submitted in advance; walk-ins are not allowed.
- Visitors without prior approval will be denied entry.
- Nocser.net is not responsible for any damage caused by the customer during visits.
- Remote hands tasks beyond basic scope may incur charges — we will confirm with you first.
Need Help?
Open a support ticket and our team will assist you with your request.
