Ask five providers for a smart hands quote and you may get five different structures. Some charge per visit, some sell blocks of hours, some prefer a monthly retainer, and some build everything into a white-label partner rate card. Understanding smart hands pricing models is the first step to comparing them fairly.
This guide explains how each model works, what drives the cost, and which one suits which kind of demand. It deliberately avoids quoting figures, because the right number depends on location, SLA and scope.
What you are actually paying for
Smart hands means sending a technically capable engineer to carry out tasks you direct remotely: reseating a card, swapping a drive, patching a cable, power cycling a device, or confirming what is in a rack. If you want a refresher on the difference between this and lighter-touch work, see our guide to smart hands vs remote hands.
Whatever the model, the price usually reflects a few common drivers:
- Response time: a 4-hour SLA costs more to guarantee than next business day or scheduled work.
- Location: engineer availability and travel differ between central London and a regional town.
- Time of day: out-of-hours, weekend and public holiday work is usually charged differently.
- Duration: most models include a minimum period on site, then additional time in set increments.
- Skill level: basic hands-on tasks differ from configuration or fault-finding work.
- Site access: data centre inductions, escorts and security processes add time.
Model 1: Per visit
You pay for each attendance, usually with a minimum on-site period included and extra time charged on top.
Good for
- Low or unpredictable volume.
- Occasional jobs in locations you rarely need.
- Testing a new provider before committing.
Watch out for
Check what counts as one visit, how aborted visits are charged when the site is not ready, and whether travel is included. Per visit is simple, but it offers the least predictability if volumes rise.
Model 2: Block of hours
You buy a set number of engineer hours in advance and draw them down as tickets come in.
Good for
- Steady demand in a known set of locations.
- Teams that want budget certainty for the year.
- Mixed work, such as small rack and stack jobs alongside reactive tickets.
Watch out for
Ask whether unused hours expire, how minimum call-out periods are deducted, and whether out-of-hours work uses hours at a different rate. A block only saves money if you will genuinely use it.
Model 3: Retainer
You pay a recurring fee for guaranteed availability at named sites, often with an agreed number of visits or hours included and a defined SLA.
Good for
- Critical sites where you need assured cover, such as colocation halls and cloud and data centre environments.
- Customers who expect a dedicated or familiar engineer.
- Providers selling premium onsite SLAs to their own clients.
Watch out for
Make sure the retainer defines what is included, what triggers extra charges, and how performance is reported. A retainer without clear reporting can hide under-delivery.
Model 4: White label partner rates
Here the provider prices for you as a reseller. You receive a rate card by country or city and SLA tier, and you add your own margin when selling to your customer. The engineer represents your brand on site.
Good for
- MSPs and IT service companies reselling onsite support.
- Multi-country contracts where you need one structure across many locations.
- Providers who want consolidated monthly invoicing.
Watch out for
Check that the rate card covers every SLA you sell, that terms for cancellations and extra time are written down, and that there is a clear non-solicitation commitment. Our white-label field services page explains how we structure this.
Comparing models across the UK, Europe and Asia
Pricing structures that look similar can behave very differently by region. A block of hours that suits regular work in London and Manchester may not suit sporadic tickets in Stockholm, Singapore or Hong Kong, where per visit may be fairer. Many providers combine models: a retainer for core data centres in Amsterdam or Frankfurt and per visit or partner rates everywhere else.
When comparing quotes, model a realistic year of tickets by location and SLA, then apply each structure. The cheapest headline rate is rarely the cheapest total.
Questions to ask before you sign
- What is the minimum time on site, and how is extra time charged?
- How are aborted or cancelled visits handled?
- Is travel included, and how is it treated for remote sites?
- How do out-of-hours and public holiday rules work in each country?
- What reporting comes with every visit?
- How are invoices consolidated, and in what currency?
Our smart hands field engineering service runs on these principles, with jobs coordinated from London and dispatch rules set out on our dispatch and SLAs page.
Where we cover
Our coverage map shows 285 cities. Country pages include Sweden, Singapore, Hong Kong, the Netherlands and Germany.
Frequently asked questions
Which smart hands pricing model is cheapest?
It depends on volume and location. Per visit suits occasional work, blocks and retainers suit steady demand, and partner rates suit resellers. Model a realistic year of tickets to compare fairly.
Do unused block hours roll over?
It varies by provider. Always check expiry terms, how minimum call-outs are deducted and whether out-of-hours work uses hours at a different rate.
Is travel included in smart hands pricing?
Some providers include travel within a defined area and charge separately for remote locations. Ask how travel is treated for each of your sites.
Can I resell smart hands under my own brand?
Yes. A white-label partner provides rates for resale, sends engineers who represent your company on site and invoices you rather than your customer.
See the model that fits your tickets
Share your locations, SLAs and expected volumes. We will send our partner rate card and suggest the structure that suits your demand.