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

Hardware components on our dedicated servers are fully managed. This means we will happily replace any failed component for you, free of charge, if and when you have identified a failed component.

Hardware failures can happen and we know how frustrating it can be when they do. As a result of the impact they can have upon your service, we will liaise with you to try and select the option of least disruption to you, to try and get your services back online and running to their full capacity.

If you do encounter a piece of faulty hardware and you wish for it to be replaced, please identify the specific piece of hardware that has failed and then raise a ticket through your MyServers panel asking for the failing hardware replaced. A member of our support team will then be in touch, to lease with you about the replacement of the faulty hardware.

When identifying the failed hardware, we will require you to give us enough information to locate the specific piece of hardware that has failed. As an example, if a drive has failed in a server with multiple drives, we would need information such as the drive’s serial number and physical bay number, so that we can correctly identify which drive will need replacing. To aid you in identifying which specific piece of hardware has failed, we have added advice on how to do so in our FAQ section. Please look through our FAQ section for help on this.

Please note, if it is not feasible to replace the faulty hardware or if it is impossible to accurately identify the faulty component, we will provision you with a different chassis (with the same specifications) to migrate over to, free of charge.

If you are looking to minimise downtime when architecting your solution, we can help with solutions in order to maximise the uptime and availability of the service and reduce the time to restore services in the event of a failure.

If you have any questions, please feel free to get in touch.