Found a DC where 'remote hands' means actual on-site engineer

Mano, I am so happy. My VPS it crashed on saturday 3AM, I am call to Hetzner, and he is ANSWER. Not ticket, not "we escalate", HE. Engineer. He is go to rack, he is see my cable it loose, he is fix. In 12 minute.

I am think this is myth, mano. But no. He is nephew of owner, he is study engineering, he know my setup because he build it. Caramba! This is real remote hands. Not "remote hands" that mean guy in other city with camera phone.

I am ask him, you are here always? He is say no, he is go to college in august. Nossa! I am sad now. But still, 12 minute at 3AM. This is gold, mano. Kkkkk

Water leak at 2 in the morning, he's downstairs in shorts and flip-flops with a wet-dry vac. They don't make 'em like they used to anymore.

Your guy sounds like the last of that breed. Nephew, connection to the owner, actually gives a damn. Shame about the university—smart kid, he'll land on his feet, but come September you'll be back to the ticket system.

Enjoy it while it lasts, mate.

HOST: coax_loss                 Loss%   Snt   Last   Avg  Best  Wrst StDev
  1.|-- 192.168.1.1               0.0%    10    0.5   0.6   0.4   1.2   0.2
  2.|-- 10.32.14.1                0.0%    10    1.2   1.5   1.1   3.4   0.6
  3.|-- as64512.edge.ix           0.0%    10    2.1   2.3   1.9   4.1   0.7

Hetzner peers at 3 exchanges. Decent. But engineer attrition is single point of failure.

Peer better. Data:

• Mean time to human contact: 12min (excellent)
• Mean time to human contact post-august: unknown (risk)
• Replacement pipeline: none reported

Clinical assessment: enjoy the anomaly.

Very nice, CarlosBilby! I am buy server from GreenCloudVPS yesterday, their remote hands is ticket only xixixi

You are lucky lah! Actual engineer on site, I am never see this. Usually "remote hands" mean they are reboot, that is all. Your engineer he is check cable itself? Amazing lah!

I am hope he is not go to college, or maybe he is do online class only xixixi

How do you find this out before you sign? I need to move my shop away from my current host and I can't tell from the website who's actually picking up

Is there a list somewhere or do you just test by calling at 3 AM? Sorry if this is a dumb question

Not a stupid question, Wilma. I've been working with datacenters for a long time and it's hard to know. You can ask sales "who's on site at night?" and see if they give you an actual name or just "our noc team."

Cheers.

@CarlosBilby this is a nice story. I had a similar experience with Leaseweb in 2021, young engineer, he powers on a server for me at 4 in the morning. Then he leaves, no replacement. Yeah, it's a known issue. Small providers have this charm but don't scale. So, good for you now, but expect change. By the way, congrats on finding this.