Server Repairs – Best Left to Manufacturers?

The thought of physical server repairs can, quite rightly, cause many IT professionals to shudder.

Swapping RAID drives or memory chips can be nerve-wracking if a server goes physically wrong. After all, a slip of the hand or a mistake with a cable could cause serious damage to an essential part of a client's infrastructure.

For this reason, you may wish to take an approach preferred by many of the IT consultants working with SMEs: leave all server repairs to manufacturers.

All of the big-name hardware manufacturers offer service contracts for their servers. Usually, you can choose a response time—typically on a “next business day,” 4-hour or similar structure. Obviously, the cost varies depending on the speed of support your clients need.

Clearly, it’s up to you to convince your clients to pay for these service contracts. Once you have, however, YOU can enjoy the following benefits:

1. Reduced risk. If a server hard drive has failed in a RAID array and needs replacing, the manufacturer’s representative becomes responsible for swapping the drive and, indeed, swapping the correct one! If something goes horribly wrong, the fault lies with them and not with you.

2. Support to fall back on. High-end manufacturer’s warranties usually give you access to support from technicians with significant knowledge. When you find yourself in a stressful “server down” situation, it is great to be able to share the burden.

3. Guaranteed access to parts. Leaving yourself fully responsible for server hardware will cause serious stress if you’re ever unable to locate a part you need quickly. Encouraging customers to purchase good hardware support leaves this problem to the manufacturer.

Do you leave all of your customers’ physical server repairs in the hands of manufacturers? Share your tactics in the Comments box below.