Section 00Line 05
Line of work 05
Support, spares and maintenance
Manufacturer warranty ends long before the hardware does. A five-year-old server is usually the cheapest capacity in the rack, right up to the day a part fails and nobody stocks it any more.
Section 01Cover
What a support contract covers
- Named configurations. Cover is written against the serial numbers we have supplied or surveyed, not against a vague fleet description.
- A spare pool. For each covered configuration we hold the parts that actually fail: disks, power supplies, fans, memory, and a cold spare node where the contract calls for one.
- Response. Next business day as standard, four hours where the contract says so and the site is within reach of the pool.
- RMA handling. Where a manufacturer warranty still applies we run the case with the vendor so your team does not.
- Firmware advisories. We track the advisories for the platforms we have supplied and tell you which ones matter for your configuration.
Section 02Survey
Hardware we did not supply
We will take on an existing estate, but only after a survey: an inventory per serial number, firmware levels, error counters read, and an honest note on which units are worth covering and which should be replaced. The survey is a fixed price and the report is yours whether or not you sign a contract.
We will say no. Where a platform is past the point at which spares can be sourced, we say so and quote the replacement instead of selling cover we cannot honour.