When hardware fails
Hardware fails eventually, even the good kind. What matters is how quickly it is swapped and how little of your data goes with it.
Tell us what you see
Open a ticket at support@novogara.com with the server, the symptom and the evidence: the SMART output, the kernel messages, the line from the log, the photo of the console. “It is broken” starts a conversation; a log line starts a replacement.
What we replace
Everything in the machine: disks, memory, power supplies, controllers, the whole chassis if that is faster. Our own engineers do it, on site in Amsterdam, with parts in stock — there is no third party to schedule and no depot to ship to.
For colocated equipment the hardware is yours. We are your hands in the rack: we reseat, re-cable, power-cycle and swap a part you send us, but we do not stock spares for your machines. See sending us hardware or parts.
What happens to your data
A replaced disk is a blank disk. If the array was redundant we rebuild onto the new disk; if it was not, the data on it is gone. This is the moment people discover whether their backup works, and we would rather you discover that today instead: backups are yours to make.
Disks that leave our racks are wiped before reuse, and a dead disk that cannot be wiped is destroyed rather than returned.
Planned replacements
A disk that is failing but still alive gets scheduled with you instead of surprising you. We tell you what we see, you tell us when it suits, and we do it then.
Still stuck? Mail support@novogara.com — an engineer answers, at any hour. Back to the knowledge base