SERVICE TICKET Process

We are sorry you are having a problem with your server. The quickest way to arrange a repair is to raise a SERVICE TICKET. A field engineer will then contact you and help get you operational as soon as possible.

You will need the server Service Tag to raise your ticket.

Service Tag locations:

• Front pull-out tab: Remove the clip-on server bezel, then pull the metal or plastic information tag from the front of the server chassis.

• Rear chassis label: Look for the Mini Enterprise Service Tag (MEST) sticker on the rear of the server.
• Side label: Check the left side of the chassis for a printed barcode label.
• iDRAC web interface: Log in to the server's iDRAC IP address and go to System > Overview or Server Information.

To log your SERVICE TICKET, contact us by phone or email:

01285 719900

protect@exio-global.com

We will ask for the server Service Tag number and a contact email address. Our field engineers will then guide you through the process.

• A Field Engineer will contact the customer to diagnose the server issue and resolve it where possible.
• If the issue cannot be resolved remotely, the Field Engineer will start the Case Action Plan.
• The Field Engineer will confirm the required replacement parts and schedule a repair visit.
• The Field Engineer will work with the customer’s engineer to locate and access the system on site.
• The Field Engineer will confirm with the customer’s engineer before any work begins.
• No system shutdown will occur without prior customer approval and will only be carried out by the customer’s engineer.
• The Field Engineer will replace the required parts and complete any necessary restart procedures.
• Before leaving site, the Field Engineer will confirm with the customer that the system is working.
• If the initial fix is unsuccessful, the process will be repeated.

Our aim is to restore your server as quickly and smoothly as possible.

You can find details of the MOSS™ 7-Year Warranty service package by clicking on the button below.

Please note:

1. If a server issue is caused by customer damage, we reserve the right to charge for parts and labour.
2. Rack servers should be installed in a suitable rack enclosure or server room.