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Colocation customers submit service requests to have Gcore’s on-site technical staff perform physical tasks at the data center on their behalf. Every service request is a Smart Hands task and is billed on a time and materials basis.

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Request types

Five types of service requests are available, each covering a distinct category of on-site activity. Each request type requires a separate ticket, even if the work is at the same location.
Every request type requires a Client ID and DC code. The Client ID matches the Account ID, visible in the Gcore Customer Portal under Profile → Account → General information. The DC code is the data center location code from the service agreement (for example, AMS1 or LUX2). If either value is unclear, the support team can confirm it.

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Data center access

Data center access requests authorize a customer representative to enter the facility and work directly on the equipment. Two access types are available. One-time access requires a minimum of two working days’ notice, or four working days if equipment is being brought in or removed. When submitting, provide:
  • Client ID
  • Location and DC code
  • Visitor’s full name
  • Phone number and email address
  • Rack number and any other zones to be visited
  • Planned visit date and start/end time in UTC
  • Vehicle registration plate (if arriving by car)
  • Equipment models and serial numbers (if bringing in or removing equipment)
Permanent access is available on request. When submitting, provide:
  • Client ID
  • Location and DC code
  • Visitor’s full name
  • Phone number and email address
  • Passport or ID number
  • Vehicle registration plate
  • Passport photos for the facility access card
Processing time for permanent access varies by location.

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Parcel reception

Parcel reception requests instruct Smart Hands staff to receive a hardware shipment on the customer’s behalf when it arrives at the data center. The shipment is accepted, logged, and held until installation or further operations are arranged in a separate request. Submit the request at least two working days before the delivery date. An inbound ticket is required before the parcel arrives. Without one, the data center may refuse the delivery and return it to the sender. The support team will share the inbound number after the request is processed, and it may need to appear on the shipment packaging. When submitting, provide:
  • Client ID
  • Location and DC code
  • Delivery company name (such as DHL, FedEx, UPS, or DPD)
  • Tracking ID
  • Estimated delivery date
  • Full equipment list with serial numbers, including all small components (patch cords, cables, spare parts)
  • Number of boxes and total weight
  • Preferred storage location within the facility (rack, storage area, or other location)

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Equipment operations

Equipment operations requests cover hands-on work performed by Smart Hands engineers on customer hardware already installed in the facility. Tasks include basic checks (server reboots, indicator light verification, cable inspection) as well as more complex work such as hardware installation, component replacement, and cable management. Provide clear and precise instructions when submitting. Unclear requests require clarification, which extends resolution time and increases the billable amount. When submitting, provide:
  • Client ID
  • Location and DC code
  • Equipment location (rack name, unit in rack, or storage box)
  • Full equipment list with serial numbers and photos if applicable
  • Detailed description of the work, including unit numbers, serial numbers, and port numbers where relevant
  • Preferred date and time in UTC

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Equipment dispatch

Equipment dispatch requests arrange for Smart Hands staff to decommission and prepare customer equipment for shipment out of the facility. Submit the request at least two working days before the planned dispatch date. When submitting, provide:
  • Client ID
  • Location and DC code
  • Delivery company name
  • Shipping label
  • Equipment location (rack name, unit in rack, or storage box)
  • Full equipment list with serial numbers
  • Whether packaging materials are provided (box, bubble wrap, and similar materials)
  • Detailed description of what needs to be done, including unit numbers and serial numbers
  • Expected pick-up time

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Letter of Authorization

A Letter of Authorization (LOA) request produces a formal document authorizing a named third party to connect to the customer’s colocated equipment or rack on the customer’s behalf. The facility requires an LOA before granting access to any third-party representative. LOA requests are free of charge. When submitting, provide:
  • Client ID
  • Location and DC code
  • Rack location and number
  • Description of what the LOA should authorize, including the name of the service provider being authorized

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Priorities and response times

Each request has one of four priority levels. Low and Medium cover standard working-hours requests. High and Urgent cover requests that are time-sensitive or required outside business hours. The priority determines the billing rate. Time is billed in 15-minute increments, rounded up across all requests in a calendar month.
PriorityScopeResponse commitment
LowNon-urgent work during business hoursBest effort, usually 1–2 business days
MediumNon-urgent work during business hoursBest effort, usually 1–2 business days
HighUrgent work or work outside business hoursBest effort, usually same or next day
UrgentUrgent work or work outside business hoursBest effort, usually same or next day
Priority is set when submitting the ticket. The support team assigns a priority for requests submitted by phone or email based on the request details.

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Submit a request

Each request type and each data center location requires a separate ticket.
  • Open a support ticket and select the request type and priority.
  • Chat on gcore.com for urgent requests. Chat has a shorter response time than email.