Remote hands
Authorize the action, not a guess.
Routine physical work is available daily from 8:00 a.m.–10:00 p.m. Eastern, at $35 per started 15-minute block unless your service order says otherwise.
Common requests
Power cycle, visual inspection, cable reseat, indicator check, identified drive pull, and shipping preparation.
Component work
Part replacement, cable movement, media removal, or any action that can change state requires exact identification and a stop condition.
Not managed support
Operating-system administration, application changes, credential handling, data recovery, and workload decisions remain with the customer.
Work order
A complete request has six parts.
“Check the server” is not enough to identify a safe action or a completed result.
- IdentifyCustomer, server, and the identifier used in Helixrack records.
- LocateThe component, cable, port, indicator, or control involved.
- AuthorizeThe exact action Helixrack may perform.
- StopThe condition that should halt work and trigger customer contact.
- VerifyThe observable result that will count as completion.
- RecordPhotos or notes needed for the customer handoff.
Credentials and customer data
Do not send passwords, private keys, recovery codes, or application credentials in an ordinary remote-hands request. Helixrack will not inspect customer data or make application-level decisions unless a separate written agreement explicitly authorizes that work.
When initial management access is required for an approved task, the work order identifies an agreed out-of-band exchange and the authorized contact. Temporary credentials should be limited to the task and rotated by the customer after handoff. Ordinary email and public intake forms are not approved credential channels.
Data-bearing components
A drive or other data-bearing component must be identified precisely before removal. The request should state whether the component stays on site, ships to the customer, or follows a separately approved sanitization and disposal process. Helixrack will not infer a destruction or disposal instruction.
A facility-side sanitization request must identify the media, approved method, verification step, charge, custody record, and final disposition before work begins. Current guidance is NIST SP 800-88 Rev. 2; citing the standard does not make every method suitable for every device or data classification.
Unsafe or ambiguous work
Helixrack may pause a task when the target cannot be identified, the observed condition differs from the request, required parts or tools are unavailable, or the work could affect another system. The operator will report the stop condition and request clarification.
Timing and charges
Routine work is billed at $35 per started 15-minute block during the published service window unless the accepted service order includes different treatment. The operating team confirms the task, schedule, expected blocks, and any parts, packing, carrier, or outside-hours charge before non-emergency work begins.
Work outside the routine window is available only when Helixrack accepts the request in writing. This page does not promise 24/7 response, a fixed completion time, or a monthly allowance. If a safety condition requires immediate action, the applicable terms govern notice, protective action, and charges.
Ready to request physical work?
Identify the machine, action, stop condition, and completion check in the first message.