Smart Hands - Evernex's onsite assistance
Get expert onsite support for your IT infrastructure, on-demand.
Smart Hands Overview
Comprehensive onsite and remote data center support
From installation and setup to maintenance and troubleshooting, Evernex’s Smart Hands service delivers end-to-end onsite support for your IT infrastructure. Our technicians take on routine tasks and ensure timely completion of data center and EUC projects — easing the load on your internal teams and supporting uninterrupted business operations.
Don’t require an on-site engineer? We also offer Remote Hands support — delivering the same reliable, flexible assistance for your IT infrastructure whenever you need it.
How it works
Evernex’s Smart Hands services
We offer a full range of onsite IT services. Some of the most common functions we perform include:
Hardware and OS installations
System and equipment configurations
Routine inspections and testing
Site audit and asset tagging
Cabling assets (power, network, ILO)
Break-fix
support
Diagnostics
Patches and
updates
Repairs and
replacements
Remote troubleshooting and support
Server and storage management
Backup and disaster recovery support
Does your IT infrastructure need hands-on, expert support?
Evernex provides end-to-end IT asset management services, when and where you need them.
Service Level Agreement (SLA)
Benefit from the best level of service to suit your budgetary and operational requirements
Pick and build your SLA | |
|---|---|
| Guaranteed time* to restore equipment’s hardware integrity | Coverage and Response |
| Guaranteed intervention time* | |
| Guaranteed time* to carry out a diagnosis and provide an action plan to the customer | |
| Guaranteed time* to make a part available to the customer at the contractually identified site | |
* time calculation is stopped when Evernex is waiting for customer information
SLA Coverage
24×7 13×5 9×5SLA Response Time
4h Next business day Next 5 daysGlobal coverage
Expert support, anywhere you need it.
We bring our cutting-edge expertise and resources straight to your door, wherever you are and regardless of how many locations you operate in.
Key figures
Performance and impact by the numbers
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FAQ
Smart Hands support
What does Smart Hands mean?
Smart Hands is Evernex’s on-site technical support service that extends your IT team’s reach. Instead of flying your engineers around the world, you can rely on Evernex’s global network of certified technicians to handle physical IT tasks. Smart Hands covers equipment installation and configuration, hardware troubleshooting and maintenance, server management, network monitoring, and secure hardware dismantling.
What’s the difference between Smart Hands and Remote Hands?
Remote Hands refers to support delivered without physically touching the equipment—such as remote monitoring, diagnostics, or guidance. Smart Hands goes further, delivering on-site assistance when tasks require a technician to physically install, replace, move, or troubleshoot IT hardware.
Are Smart Hands services available 24/7?
Yes. Evernex’s Smart Hands services are available around the clock, 365 days a year. Our global coverage ensures that no matter your time zone or emergency, qualified technicians are ready to act.
What if my data center is located in a remote area?
With operations in more than 160+ countries and over 330+ forward-stocking locations worldwide, Evernex can reach even remote or hard-to-access sites. Where needed, we can quickly establish new stocking points to meet your service level agreements.
Can I schedule recurring Smart Hands support, or is it only on-demand?
Both options are available. You can request Smart Hands on-demand for urgent needs or schedule recurring visits for ongoing IT support. Many customers choose recurring support for preventive maintenance, patching, or routine infrastructure checks.
How does Evernex guarantee the security and confidentiality of my IT infrastructure and data?
Evernex is certified to the highest international standards, including ISO 9001 (Quality), ISO 14001 (Environment), ISO 45001 (Safety) and ISO 27001 (Information Security). These certifications ensure full compliance, data confidentiality, and secure handling of IT assets across their lifecycle.
What is Evernex’s ticketing system?
Evernex uses Salesforce and ServiceNow as its core platforms to manage sales, service delivery, and incident management. Our enterprise-grade ticketing system ensures every service request is logged, tracked, and resolved with complete traceability, SLA monitoring, escalation paths, and transparent reporting for customers.
More ways we can help
Leverage our team’s expertise across a wider range of Evernex services
From secure transport and data protection to rapid installation, your infrastructure stays protected and experiences minimal downtime during relocation.
Extend your hardware’s useful life with expert, cost-effective data center maintenance.
Contact us