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Requesting Remote Hands assistance

You can raise requests for Remote Hands assistance on the:

  • Home Page – in the Frequent Requests area, or
  • In the Main Menu select Services » Order New Services under the Professional Services area

After booking, you can request any changes by adding a Case Comment to the request.

To request Remote Hands assistance:

  1. In the Main Menu select Services » Order New Services
  2. Click Remote Hands.
  3. Select the Remote Hands Type (e.g. Delivery Assistance, Rack Audits, etc.) You can request Remote Hands assistance for multiple activities in a single request.
  4. Complete the requested information. If you request Remote Hands assistance from the Rack Visualisation page, ONEDC automatically populates key related information.

Field

Description

Facility

Facility for service

Remote Hands details

Use the Calendar to select the Start/End Dates and Times.

Work Description / Statement of Work

Enter the Work Description or use the File Selector to upload a SOW file.

Optionally add the PO Number and Customer Reference.

Area of Access and permission to unlock racks

Select the racks applicable to this request.

ONEDC will pre-populate information in the Racks field based on the selected facility.

Set Permission for NEXTDC to Unlock the Rack.

IMPORTANT! If you require work inside your racks, you must be able to unlock the racks remotely or give NEXTDC staff permission to unlock the racks to perform the work. Failing to do this will mean the works cannot proceed.

If you elect to open the racks remotely, NEXTDC staff will contact you or your representative on the phone number provided below when the work is ready to progress.

Primary Contact

Each Remote Hands request must nominate one person as the Primary Contact for the request.

NOTE! The primary contact must be available during the scheduled period so NEXTDC can contact someone during the work activity.

You can add yourself, search for a person or Add a new user/create a new contact to be the Primary Contact.

ONEDC adds the contact.
  1. Click Next to continue or click Cancel to quit without saving.
  2. Review the ONEDC summary of the request.
  3. Review and accept the Conditions.
  4. Click Submit to submit the request or click Cancel to quit without saving.
  5. ONEDC submits the request and shows a confirmation message. Click
  6. NEXTDC staff will action the request and provide updates via the ticket number. You can review the request via My Requests. After booking, you can request any changes by adding a Case Comment to the request.