Last updated: October 2025
Summary:
RackGenius offers colocation services from single-server placements to multi-rack deployments. This article answers common questions about what’s included, Smart Hands services, access policies, fees, and procedures related to shipping, insurance, and equipment removal.
What is Colocation
Colocation allows you to host your own hardware in our data center while utilizing RackGenius network connectivity, redundant power, and secure facilities.
What’s Included
All colocation plans include rack space, power, and network connectivity through our core infrastructure.
• A/B power feeds are available for quarter cabinet plans and larger.
• BGP sessions are included free of charge starting at quarter cabinet or above.
• Out-of-band (OOB) IPMI access for single-server colocation is provided via a secure WireGuard VPN.
• Quarter cabinet and larger deployments may request a separate dedicated OOB uplink.
• Bandwidth usage graphs are provided for customers using RackGenius DIA or Transit services.
• Remote power cycling is available by ticket for single-server colocation, while customers with quarter cabinet or larger space provide their own PDUs.
Smart Hands
Smart Hands services are available for tasks requiring physical interaction with your equipment. Please note that our availability is limited, as the data center is approximately an hour away and not staffed by RackGenius full-time.
• The facility is manned Monday through Friday, 9 AM to 5 PM.
• Tasks during this period will incur a Smart Hands fee unless the request involves a simple button press or on-screen check.
• Normal business hours are billed at $125 per hour in 15-minute increments.
• Emergency or after-hours assistance is billed at $250 per hour in 30-minute increments.
• Because of travel requirements and limited availability, Smart Hands requests should be scheduled in advance whenever possible.
Data Center Access
• Access is granted only for customers with a quarter cabinet or larger.
• For less than one full rack, escorted visits are required and must be scheduled at least one week in advance.
• Escorted visits typically occur after normal business hours or on weekends.
• Customers with a full rack or more receive full 24/7/365 access to the data center.
Fees
• Setup fees for single-server colocation are shown at checkout.
• Larger deployments will have setup fees discussed during the quotation process.
• Smart Hands are billed as noted above.
• Remote reboots for single-server colocation are free upon request.
• Cross-connects are $90 per month.
• All fiber cross-connects are LR 1310 nm LC SMF.
• For shipping that requires packaging materials, a $200 deposit will be required to cover handling and materials.
Shipping and Receiving Equipment
• Please contact us before shipping any hardware to obtain the correct address.
• We will confirm the best delivery location and any instructions for labeling or receiving.
• Customers are encouraged to provide an empty box with appropriate packaging materials upon service termination or account default.
• A $200 pre-paid charge is required if we must supply packing materials for return shipments. If expenses are below $200, the remaining amount will be returned, less a $25 transaction fee.
Bandwidth Limits
• Bandwidth limits are listed on the checkout page for single-server colocation.
• For quarter cabinet or larger deployments, limits or allocations will be discussed during the quotation process.
Insurance
RackGenius is not responsible for damage, theft, or loss of customer equipment. Customers are strongly encouraged to:
• Maintain their own insurance coverage for any colocated hardware and related property stored in our facilities.
• Verify their insurer’s requirements for third-party data-center storage.
Requesting a Visit or Smart Hands
Submit a support ticket in the client area. Include:
• Your rack or server ID (or label if attached to the server).
• Details about the task or visit requested.
Equipment Removal and Abandonment
• Customers must remove all equipment upon termination or non-renewal of service unless otherwise arranged.
• If equipment is not claimed or arrangements are not made within 60 days after service expiration or account default, ownership of the equipment will be relinquished to RackGenius.
• RackGenius reserves the right to recycle, repurpose, or dispose of unclaimed equipment after this period.
Additional Notes
• Customers are responsible for maintaining current contact information and authorized access lists.
• 24/7 emergency support is available through the contact number listed in your client area.
• All colocation services are subject to our Acceptable Use Policy.
