1. Service Direction

This document outlines how iCoreHosting delivers Remote Hands support inside our datacenter facilities. It provides clear guidance for IT managers, engineers, MSPs, software teams, and companies operating colocated servers. The goal is to ensure every client understands how on-site actions are performed, what is included, expected timeframes, and the responsibilities involved when requesting physical intervention on hosted equipment.

Remote Hands is designed to be fast, controlled, secure, and consistent — supporting your operations even when you cannot be present at the datacenter.

2. Service Transparency

iCoreHosting maintains a full transparency model. All actions are performed using standardised procedures. Before work begins, clients receive clear confirmation on inclusions, limitations, and estimated charges (if applicable). The purpose of this policy is to eliminate confusion and ensure that clients can make informed decisions quickly, especially during emergency situations.

The process, scope, and billing structure are openly published so every client receives predictable and consistent treatment.

3. Our Core Commitments

• Reliability: All on-site actions are handled only by trained engineers who follow documented SOPs.
• Availability: Essential emergency tasks like reboots and cable checks are available 24/7.
• Accountability: All activities are logged with time, engineer name, and action details.
• Scalability: Support for additional racks, cabling expansions, and hardware deployments.
• Security: Strict identity validation, physical access controls, and CCTV monitoring.
• Agility: Quick turnaround time for urgent requests, especially during outages.

These commitments ensure that every Remote Hands request is performed with consistency, safety, and professionalism.

4. What Is Remote Hands

Remote Hands refers to physical tasks carried out by datacenter engineers on behalf of the client. These tasks allow clients to resolve issues or perform maintenance without needing to visit the datacenter in person.

Examples of supported tasks include:

• Server reboot or power cycling
• LED, alarm, and visual hardware checks
• Plugging or unplugging network and power cables
• Inserting or removing USB drives or storage media
• Replacing RAM, HDD/SSD, NIC, or basic components
• Providing KVM or console access assistance
• Performing simple diagnostics based on client instruction
• Full installation or structured cabling (appointment required)

Remote Hands helps maintain business continuity even when team members are off-site or traveling.

5. Service Scope

Remote Hands covers hardware-level operations only. Software support is not included. This ensures that engineers do not access sensitive data, credentials, or customer systems.

Remote Hands does not include:

• Operating system troubleshooting or reinstallation (unless via console)
• Application-level debugging or updates
• Web, database, or email configuration
• Performance optimisation
• Security hardening or software patching

Clients remain fully responsible for their OS, software stack, and remote configurations.

6. Included vs Chargeable Tasks

The following matrix outlines which actions are included and which are billed:

Chargeable tasks follow a time-based rate and require client approval before work starts.

7. How to Request Remote Hands

1. Submit a ticket at https://www.icore.com.my/support
2. Select: Remote Hands Support
3. Provide all required details:
   • Service ID / Rack location / U-position
   • Exact task instructions
   • IPMI / KVM / console access if needed
   • Your preferred time OR mark as Emergency

Providing accurate rack information significantly reduces response time.

For urgent issues, call the hotline immediately after submitting your ticket.

8. Availability

• Emergency tasks: 24/7
• Standard hours: Monday–Friday, 9:00 AM – 6:00 PM
• After-hours: Available with emergency/paid support
• Installations: Pre-arrangement required

Requests submitted at night may take slightly longer depending on engineer availability.

9. Security

• Only verified authorised contacts can request Remote Hands.
• All physical interactions are recorded via access logs and CCTV.
• No SSH, RDP, or control panel access is performed by engineers.
• Customer must supply any replacement parts required.
• Security and compliance rules follow PDPA and CMA requirements.

This ensures maximum protection of client data and infrastructure integrity.

10. Common Mistakes

• Giving incorrect rack / U-position details
• Requesting software troubleshooting (not included)
• Submitting multiple tickets for the same issue
• Not specifying urgency level
• Unclear or incomplete instructions

Providing precise information allows engineers to complete tasks faster and more accurately.

11. Checklist

• ✔ Task is hardware-related
• ✔ Clear step-by-step instructions provided
• ✔ Correct rack number and U-position included
• ✔ Console access prepared if required
• ✔ Emergency or scheduled timing stated

Following this checklist ensures zero delays and smooth execution.

12. Malaysia Act Compliance

iCoreHosting follows the regulatory and compliance requirements under Malaysian law:

• Personal Data Protection Act (PDPA) 2010
• Communications and Multimedia Act (CMA) 1998
• Computer Crimes Act 1997
• Upcoming Cybersecurity Bill

All Remote Hands activities operate within these legal frameworks to protect client rights and infrastructure security.

13. Responsibility Breakdown

This division ensures clarity and prevents unauthorised actions on client infrastructure.

14. Support Information

Need assistance?

Office: +607-288 1230

WhatsApp: +6019-742 9566

Email: [email protected]

Support Portal: https://www.icore.com.my/support