Can anyone explain or shed more light on how the "remote hands" part the support would work in bare metal server scenario? Would they run commands you give (or) will they follow your runbook (or) something else (or) all of the above?
There are two types of remote hands: dumb and smart (under various names)
Most colocation facilities include dumb hands for free. Push a button, tell me what lights are on, plug in a monitor and tell me what it says, move the network cable from port 14 to 15, replace the drive with the spare sitting in the rack, etc.
Smart hands are billed around $100-$300/hr or a flat rate per task from a menu. Write an image to a USB stick and reinstall the OS on a server. Unrack and replace a switch. Figure out which drive has failed in the server and replace it. etc.
I've ran computers in datacenters for 20+ years and maybe used smart hands 1 or 2 times.
