Server Assistance (Remote Hands Request)¶

In this article

• Requesting Remote Hands Functionality
• Tracking Request Status and Communicating with Technical Support

The Remote Hands Request functionality is designed to resolve issues with a leased server (dedicated or virtual) that cannot be addressed remotely over the network. It enables the engagement of technical specialists located in the data center to perform tasks such as connecting external storage devices, diagnosing hardware, and troubleshooting equipment failures.

Requesting Remote Hands Functionality¶

To access the Remote Hands Request functionality:

Navigate to the Invapi Hardware Management Panel. In the server card, go to the Server Assistance tab and click the New Request button:

In the menu that opens, describe the problem as fully and accurately as possible, then click the Send button:

A ticket will then be created to address this task. You can track the request status and communicate with Technical Support specialists in the Server Assistance tab of the Invapi server management panel.

Once the request is accepted by a specialist, its status will change from pending to active.

You will receive email notifications at the address provided during account registration whenever new messages from Technical Support specialists are posted.

Tracking Request Status and Communicating with Technical Support¶

The Server Assistance tab provides additional functionality for managing the request:

• The X button is used to forcibly close the request from your side;
• The V button is used after the support specialists have resolved the issue to permanently close the ticket.

After the issue is resolved, you must close the ticket using the V button:

The following ticket statuses are used in the Server Assistance tab and can be used for filtering:

• pending - The ticket has been created; Technical Support specialists will begin addressing the issue shortly.
• active - Technical Support specialists are working on the issue. If additional information is required, click on the ticket to open the dialog window, where you can continue communicating with the specialist and attach additional files describing the problem in more detail.

• resolved - The issue has been resolved; please verify the results.
• cancelled - The ticket was cancelled by the client.
• closed - The issue has been resolved, and the client has confirmed the solution.