That's definitely a level of remote-hands intervention I've not had from the handful of places I have racks of colo kit. You're right, it might be something some of them do for other customers though; I've never really asked. They'll certainly push a reset button, swap a drive or rack a server that's shipped to them. (Though hardware's reliable enough nowadays and I have go to data centres so rarely that it's a bit of a fun novelty, and I like doing it myself.)