Maintenance of your server, service with a smile

As soon as you order your server, you can be sure you’ll receive a high-quality product. Once we have received your order, we assemble your server with professional test equipment. This we do with utmost care, respecting the product. Because we only work with the best components, we are convinced that you’ll use your product for many years. Moreover, you can make use of our warranty service for 3, 5 or even 7 years.

However, it’s always possible that you need a repair or maintenance of your server. In that case, you’re always welcome. We’ll help you as soon as possible, with a smile!

With your purchase you can choose between 2 formulas:

Free 3 years warranty with the purchase of every server, virtualization, storage and cloud solution or workstation. Expandable till 7 years.
EasyOnSite: optional till 5 years.

2 types of RMA

Once you need a repair or maintenance of your server, we use a so-called RMA. This abbreviation stands for ‘Return Merchandise Authorization’. In only 60 seconds everything is being arranged.

Type 1 and type 2 of warranty are only valuable with complete servers which boot.
If you only order a barebone or separate parts, the warranty will expire and service back to 1 year carry-in.

Type 1: EasyRMA+

Let’s say the motherboard of your production server is broken and you don’t have any spare parts left. Then you can always contact our support department. We’ll make sure that you get a spare part or an equivalent alternative. We’ll deliver from stock immediately. This way, you don’t have to wait for weeks or months and you don’t have to lose valuable time, so you can easily resume your business activities (so-called business continuity).

How do you proceed exactly with an EasyRMA+?

The request of an EasyRMA+ is very easy:

Scan the unique QR-FastRMA code of your server with your smartphone or make use of our website
Indicate which part exactly is broken
Give a short description of the problem
Check the addresses for pick-up or delivery
Ready!

Is your server still within the warranty? Then all components, working hours and transport costs within Europe are completely free.

In this case you can choose between 2 options:

Option 1 – recommended: We’ll send you the necessary components via advanced replacement for the repair. After the reparation, we’ll get the defective parts. We’ll take care of the pick-up and the label. As a matter of fact, we’ll send the new component even before we have received the defective part. This way, you’ll have your repaired server already the next business day.

Option 2: We’ll get the complete server. We take care of the pick-up and the label. Of course, you can always bring the server to our office. Then we will take care of the reparation immediately. With this option the maintenance of your server is free, provided that the reparation takes place during office hours. Especially customers without any technical knowledge choose this option.

Of course we can also repair your products on-site. You’ll find our rates below.

Type 2: EasyONSite NBD service

With this type of RMA you can report a malfunction between 09:00 am and 05:00 pm on Belgian working days, via our website. You have reported the failure before 05:00 pm? Then one of our employees will visit you already the next business day. We’ll make sure that we will fix the problem as soon as possible. This way, you don’t have to cope with long, dragging procedures.

In order to make use of this kind of RMA, you must meet the following conditions:

The type of warranty is clearly mentioned on the invoice.
On-site reparations will only be done if the maximum driving time is 2 hours (single trip).
The supplied Supermicro® KVM-IP (IPMI) is accessible to our technical service.
Our technical service analyzes the problem and decides which action is needed:
- On-site support: in case of a critical problem, a technician will visit you.
- Advance Replacement: the spare part will be sent the next working day.
Not valuable for Dead-On-Arrival (DOA). This will be arranged with EasyRMA+.
Ahead-IT always has spare parts in stock. However, if one particular spare part happens to be out of stock, due to unforeseen circumstances, we will gladly recommend an equivalent alternative or, if necessary, we’ll offer you a completely new server.

As soon as you can’t meet one of the conditions mentioned above, the server is covered by EasyRMA+ with Advanced Replacement Service.

Rates maintenance or reparation server

The rates mentioned below include the use of all our IT infrastructure, like test benches and energy. Spare parts and VAT are not included in the rates.

VMware, Microsoft or Open-E support office hours: € 35/15 min. (min. 30 min.)
VMware, Microsoft or Open-E support outside office hours/urgency: € 45/15 min. (min. 1h)
Hardware support office hours 09:00 am-06:00 pm - no urgency: € 25/15 min. (min. 30 min)
Hardware support outside office hours 06:00 pm-09:00 am/urgency: € 35/15 min. (min. 1h)
On-site intervention: € 0.14 per driven km.* + working hours

Our rates apply only:

If the maintenance of your server is no longer within warranty conditions.
If it’s all about a software problem instead of a hardware failure.
If the component seems to be not defective at all.

Do you need an urgent maintenance for your server, outside the office hours? Please tick the box ‘Critical urgent RMA’. Then our technical standby service will contact you immediately. For this service you’ll pay € 50, as well as the costs for necessary spare parts or transport costs.

Do you still have any questions about our warranty conditions? Please do not hesitate to contact us.