Yes, we offer a comprehensive hardware replacement service. The speed and nature of this service depend on whether you are using our included default support or have upgraded to a paid Service Level Agreement (SLA).
Every NovoServe server comes with our standard, best-effort support.
Service: If a hardware component fails, our engineers will work to replace it as quickly as possible on a best-effort basis.
Guarantee: There is no contractually guaranteed timeframe for replacement under this default level.
This level of service is sufficient for most customer needs.
For mission-critical servers where uptime is paramount, a paid SLA provides a contractually guaranteed hardware replacement time. The speed of the replacement is determined by the SLA level you choose.
Service: When our engineers identify a faulty component, we guarantee to physically replace it within the timeframe specified by your SLA.
SLA Levels & Timelines:
Standard: Next Business Day
Associate: 4 Business Hours
Advanced: 9 Hours
Strategic: 6 Hours
Elite: 3 Hours
Covered Components: This guarantee applies to standard server components, including Chassis, HDDs, RAM, CPU, NICs, GPUs, and RAID controllers.
For a complete overview of our service levels, please refer to our official Service Level Agreement document.