As much as we prepare for the worst, complete failures do happen. We pay extra for extended warranties, purchase surge protectors, and various other solutions to protect our equipment and business. So, what happens even after all the preparation things still go wrong?
At the end of last year, we had a client with a “Name Brand” server that was still under warranty and less than 3 years old fail. The support contract that was purchased was for 8am to 5pm support with contact the next business day. For us the issue presented itself on a Friday and we immediately reported the issue to the manufacturer to get the repair process rolling for Monday. Fast forward to Wednesday, and we are finally up and running.
“Three business days? What happened? Why did it take so long?“
These server warranty support contracts are best effort which means that if there is a backlog of issues in the area, the manufacturer may not have a technician available for your warranty issue in the time frame you expected. Consider other hardware component warranties like a hard drive or a motherboard that offer a 3-year warranty. Some of these manufacturers require the faulty part be sent in first before they will replace it.
This down time hurts businesses. For our customer, the server stored the company’s entire working data, so all employee productivity was halted for 3 full business days. While nothing was lost, nothing could be worked on or completed. Can you imagine your company down for 3 business days because of hard failure and inaccessible data? How do you prepare for hardware failure regardless of warranty?
Part 2 will include options available to better prepare the company when hardware fails.