A Remote Hands SLA is the service level agreement governing on-site physical support, defining how quickly provider staff will respond to and complete requested tasks, graded by urgency. It sets expectations for basic actions such as reboots and cable checks, specifies response and completion targets, and states billing terms and any credits owed when the committed times are not met.
Category: Colocation & Cloud Services · Subcategory: Service Levels · Part of the AIDC Technical Terminology reference.