Some hardware has failed in my colocated server; what shall I do?

If hardware has failed on a collocated server, how and when the hardware is replaced will be up to you to dictate, within our standard processes.

There are two options. The first is to raise an access request ticket, so that you can come to the site and replace the faulty hardware yourself, while bringing your own replacement hardware. If your device is hosted within one of our ‘shared’ colocated racks, we would need to de-rack the device for you, so that you could perform this work in one of our build rooms. If you require access to one of your colocated devices / racks, please raise an access ticket through your MyServers control panel.

The second option would be to raise a remote hands request and have one of our technicians replace the faulty hardware for you. As we do not manage your hardware this work may be chargeable. If the work is chargeable, we would discuss this with you and agree on the cost before any work is carried out. We would also require you to send the replacement components to our data centre; to use to replace the faulty hardware. If you would like us to perform a remote hands task for you, please raise a ticket through your MyServers control panel, and we will happily discuss this process with you.

If you have any questions, please feel free to get in touch and we will be happy to help.