What is Hetzner’s ‘Remote Hands’ service?

As part of our ongoing Data Centre management, Hetzner offers a ‘Remote Hands’ service. This is in place to ensure optimal maintenance of our network infrastructure, timeous provision of servers to customers as well as providing hands-on assistance where there is no self-help service available.

With the Remote Hands service, Self-Managed customers will receive free assistance from one of our technicians for the first 15 minutes of their scheduled appointment whether via phone or on location. Should a request necessitate assistance for longer than 15 minutes, customers will be charged R150 for every additional 15 minutes that a technician’s assistance is required.

Please note : After hours (from 5pm to 8am, on weekdays, public holidays and weekends), the Remote Hands fee is R150/15min, including the first 15 minutes.

The Remote Hands service is available to all Self-Managed customers should you require the assistance from one of our Data Centre technicians. Customers are encouraged to use the self-management tools that have been put in place before requesting the assistance of one of our technicians.

Onsite data transfers

Self-Managed customers are not able to physically access their servers. In order to accommodate our customers, Hetzner has prepared fully-equipped work stations (incorporating both Windows & Linux operating systems) at our various Data Centre facilities. These work stations have a 100Mbit LAN available free of charge, should customers wish to perform onsite data transfers.

Data Centre visits are by appointment only

Visiting one of our Data Centre facilities is by appointment only. Customers will incur a penalty fee should they fail to make an appointment or should they not appear at a pre-scheduled appointment, without prior cancellation.

Note: With our increased security measures, access to all rooms that house customer servers will be strictly limited to Hetzner personnel only.