Remote Hands and Facility | Metal on Cloud Help Center

Remote reboot request

Remote reboot request Remote reboot requests must identify the asset and approval contact. Steps 1. Provide server or device identifier. 2. Confirm graceful shutdown was attempted if possible. 3. Approve hard power cycle if needed. 4. Confirm service after reboot. Useful information to include - Asset ID - Authorized approver - Preferred time Escalation Contact Metal on Cloud support when the issue affects production, requires privileged access, involves billing, or needs a formal incident record.

Last updated on May 18, 2026

Cable trace request

Cable trace request Cable traces should include both endpoints and expected service. Steps 1. Provide rack, device, port, and label details. 2. Include photos or diagrams if available. 3. State whether traffic is live. 4. Schedule intrusive checks if disconnect risk exists. Useful information to include - Rack - Device - Port - Circuit ID Escalation Contact Metal on Cloud support when the issue affects production, requires privileged access, involves billing, or needs a formal incident record.

Last updated on May 18, 2026

Hardware shipping and receiving

Hardware shipping and receiving Inbound hardware must be tracked for custody and installation. Steps 1. Notify operations before shipment. 2. Provide courier and tracking information. 3. Share packing list and serial numbers. 4. Confirm installation or storage instructions. Useful information to include - Tracking number - Serial numbers - Recipient contact Escalation Contact Metal on Cloud support when the issue affects production, requires privileged access, involves billing, or needs a formal incident record.

Last updated on May 18, 2026

Visitor access request

Visitor access request Facility access requires prior authorization and identity checks. Steps 1. Submit visitor names and ID details. 2. State purpose and access time. 3. Confirm escort requirements. 4. Follow facility safety and security rules. Useful information to include - Visitor names - Company - Access window Escalation Contact Metal on Cloud support when the issue affects production, requires privileged access, involves billing, or needs a formal incident record.

Last updated on May 18, 2026

Asset inventory updates

Asset inventory updates Inventory records protect support, billing, and audit accuracy. Steps 1. Record serial numbers and rack positions. 2. Update ownership and service mapping. 3. Log hardware moves or removals. 4. Review inventory at renewal or audit. Useful information to include - Asset tag - Serial - Rack position Escalation Contact Metal on Cloud support when the issue affects production, requires privileged access, involves billing, or needs a formal incident record.

Last updated on May 18, 2026