Support and remote hands
How to ask NiceRack for a reboot, an OS reimage or remote hands, our response target, and how to request delivery of your machine or ask about buyback.
When you need hands on your machine, write to us. This guide covers what's included, how to ask, and how to take your machine home.
How to reach us
Write to contact@nicerack.cloud from the email address on your account. To help us act quickly, include:
- the machine's hostname and serial number, from My hardware;
- what you need, and anything you've already tried;
- whether we may reboot or power-cycle the machine.
If you need a new Tailscale invite, for example because yours expired or a teammate needs their own, ask for it the same way.
Our response target is four business hours.
What's included
The management fee of $99 per machine per month includes, for each machine:
- reboots on request;
- one approved OS reimage a month;
- 15 minutes of remote hands a month;
- monitoring of temperature, disks and reachability, with a four-business-hour response target.
Reboots
If your machine stops responding and you can't reboot it yourself, ask us to. Reboots are included. Anything not saved to disk is lost when the machine restarts; what's on the disk stays.
Reimage the OS
A reimage reinstalls the operating system from scratch: DGX OS, Ubuntu 24.04 LTS, or your own image from an https URL. One approved reimage a month is included. Tell us which image you want.
A reimage erases the disk
Everything on the machine is deleted, including your data and its SSH host keys. Back up what you need first. After a reimage, SSH warns that the host key changed: that's expected, so remove the old entry with ssh-keygen -R <tailscale-name>. The machine stays on Tailscale and its share with you stays in place.
Remote hands
Remote hands are our staff working on your machine in the data center on your behalf. Fifteen minutes a month are included. Describe the job when you write, as precisely as you can.
When hardware fails
We monitor temperature, disks and reachability and act when something looks wrong, within the four-business-hour response target. Warranty and replacement terms for your machine are confirmed with your quote.
Take delivery of your machine
Your hardware is yours and you can have it shipped to you at any time:
- Open the machine in My hardware and choose Request delivery, with the address to ship to.
- We'll prepare the machine and email you before it ships. You can withdraw the request until then.
- We aim to dispatch within five business days once you've authorized what happens to your data, packing is arranged and the shipment has cleared compliance checks.
Packing and handling, insured freight and taxes are charged as disclosed in your quote. Worldwide delivery is subject to export and customs rules. Once the machine ships, its management ends. More in Taking delivery.
Sell it back
A buyback programme is coming later. Offers will depend on the market and the machine's age and condition; there will be no guaranteed buyback price. Read how offers will work, or write to us if you're thinking about it.
Cancel management
Management cancels on 30 days' notice and the hardware stays yours: we ship it to you, or you sell it back once buyback opens. Write to us to cancel.
Didn’t find your answer?
Write to us with your machine’s hostname and what you need. Our response target is four business hours.