Frequently Asked Questions
Answers to common questions about our white label Smart Hands and IT field engineering services.
What are Smart Hands services?
Smart Hands are on-site field engineers who carry out physical work at a data centre, colocation site, office or branch while your own engineers direct the job remotely. Typical tasks include rack and stack, power cycling, cable tracing, console connections, drive swaps and hardware checks.
What does white label field engineering mean?
Our engineers attend your clients' sites on behalf of your business. Your client relationship stays with you, and our non-disclosure agreements keep it protected.
Who do you work with?
We support managed service providers (MSPs), value-added resellers (VARs), systems integrators and enterprise IT teams that need reliable engineers on site without hiring full-time staff in every location.
Where do you provide engineers?
We have active coverage across the United Kingdom and Europe, and an expanding footprint in the United States. Our dispatch desk and account management team are based in Glasgow, Scotland.
How quickly can an engineer attend?
You can choose a Scheduled visit (next business day), Same Day (same business day when logged before local cut-off times) or Urgent Response with a 4-hour target, subject to location and engineer availability.
Is there a minimum number of tickets?
No. There are no minimum ticket commitments. Whether you need one urgent hardware swap a quarter or 40 visits during an office rollout, you only pay for what you use.
How is pricing worked out?
You can pay per visit, or agree a contracted rate for regular work. Contact our dispatch team with your scope and site locations for a quote.
Are your field engineers vetted and insured?
Yes. Our field engineers are pre-screened and insured, and are briefed on the scope, site contact and required tools before they attend.
What proof of completion do I receive?
Every visit follows a Method of Procedure (MOP) checklist. You receive before and after photos, scanned hardware serials, console log exports where relevant, and digital customer sign-off.
How do I raise a ticket?
Raise tickets through our secure portal, by email to dispatch@monduspro.com, or through PSA integration. Include the site address and contact, hardware details, required tools and your response SLA.
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