In the fast-paced world of data centres, Remote Hands support should be seamless, efficient, and reliable. When something goes wrong—be it a faulty cable, a failed server, or a downed PDU—you want a skilled engineer on the ground, acting with urgency and precision. But what if that engineer isn’t who you think they are? What if the company you’ve entrusted with your infrastructure is just one link in a much longer chain?

The Problem with Outsourcing the Outsourced

Outsourcing isn’t new. It can drive cost efficiencies and help organisations scale. But in the world of Remote Hands, it can also introduce risk—especially when the company you hire is outsourcing the service again. Sometimes even a third time. It’s a chain that can quickly become tangled.

We’ve seen it firsthand in our years on the ground in data centres across the globe. A company contracts a Remote Hands provider. That provider doesn’t have a local presence in the region, so they subcontract to another firm. That firm, in turn, may rely on freelancers or additional subcontractors. By the time the engineer arrives on-site, they may be three layers removed from the original agreement—and critically, from the expectations you set.

At that point, you’re not just dealing with a technician. You’re dealing with a game of telephone.

Where It Breaks Down

Each additional link in the chain adds complexity. Here’s where things start to go wrong:

• Communication Fractures: When a request travels through multiple parties before it reaches the technician, key details get lost. A minor error in interpretation can lead to hours of downtime—or worse, critical mistakes.
• Accountability Gaps: Who owns the result? When responsibility is diffused across several companies, it becomes difficult to trace failures or hold anyone accountable. You may find yourself stuck between pointing fingers and service-level shrugging.
• Lack of Standardisation: Different companies train differently. They document differently. They operate differently. The further you get from the source, the less consistency you can expect in service delivery and professionalism.
• Delayed Response: Time-critical incidents require immediate action. A convoluted chain often means delays—not due to malice, but simply because coordination takes time. And in data centres, time is everything.

The Illusion of a Single Provider

In RFPs and sales decks, it all looks clean. You sign a contract with one name, one logo, one platform. But behind the scenes, the delivery model might tell a different story.

We’ve seen Remote Hands vendors pitch “global coverage” but operate more like brokers than service providers. It’s a model optimised for margins, not for reliability. And unless you ask the right questions, you may never know.

"Who is actually going to be touching my hardware?"

"How are they trained? How are they supported?"

"How are they affiliated to your company?"

These aren’t just due diligence questions. They’re the difference between service you can depend on, and service that depends on luck.

What Makes B-612 Different

At B-612, we’ve taken a fundamentally different approach.

Our global engineering network is built on trust, not layers. While our engineers are subcontractors, we do not outsource our Remote Hands work to third-party agencies or brokers. Instead, we hand-pick every engineer ourselves, vetting them rigorously, training them extensively, and supporting them as if they were part of our internal team.

They’re not just “on our books”—they’re part of our DNA.

We know their capabilities, we invest in their growth, and we continuously align them with the standards our customers expect. Most of our engineers have 5 to 10+ years of Data Centre experience, and many have been with us for years, supporting deployments across 600+ sites worldwide.

Of course, there are rare exceptions. In regions like France and the Nordics, we collaborate with long-standing partners we’ve worked with for over 15 years. These are trusted relationships built on shared standards and mutual accountability.

This consistent, hands-on approach pays off—not just in speed and precision, but in results. Our customer satisfaction rates are among the highest in the industry, and it’s not by chance. It’s because our customers know: when B-612 is on-site, we take ownership.

One Chain. One Standard. One Provider.

Remote Hands shouldn’t be a gamble. And it certainly shouldn’t involve navigating a chain of subcontractors to get the support you’ve already paid for.

At B-612, we believe in transparency, accountability, and quality you can trace back to us—every time. When you call us, you get us. Not a middleman. Not a third-party. Just a hand-picked professional, backed by a company that lives and breathes Remote Hands.

So before you sign that next contract, ask:

Who’s actually going to be on the other end of the cable?

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