Hardware Fails.
We Fix It. Fast.
UK-wide certified field service network with pre-staged spare parts, coordinated same-day or within 4 hours when your servers, storage, networking or UPS equipment fails.
Break-Fix Response SLA Tiers
Choose the response level matched to your hardware criticality. SLAs are contractually guaranteed — not best-effort targets.
Hardware Categories We Support
What Happens When You Log a Fault
You call or raise a ticket via phone, email or portal. A Servnet service desk engineer picks up within 15 minutes during business hours.
Engineer remotely diagnoses the fault — checking logs, SNMP alerts and remote management consoles (iDRAC, iLO, CIMC).
Required spare parts are located in our UK inventory. For 4-hour SLA, a field engineer is dispatched within 30 minutes of fault confirmation.
A Servnet-contracted field engineer arrives with pre-staged parts. Work begins immediately — no waiting for parts to arrive after the visit.
System is tested and confirmed operational. A service report is issued within 4 hours of fix completion for your records.
Before You Call: What to Prepare
Having this information ready when you log a fault speeds up triage and gets an engineer dispatched faster.
Break-Fix vs Proactive Maintenance
Break-fix handles failures after they happen. Proactive maintenance reduces how often they happen. Most Servnet customers combine both.
→ No SLA guarantee on T&M; no proactive prevention
→ Ongoing monthly cost
→ Optimal for production environments
Break-Fix Support — FAQs
Break-fix IT support is reactive — it is invoked when a hardware fault occurs, rather than on a scheduled basis. When a server, storage array, switch or UPS fails, Servnet coordinates dispatch of a certified field engineer with the correct spare parts to diagnose, repair or replace the faulty component.
Response times depend on your contracted SLA tier. Servnet offers Same-Day Emergency response (engineer on-site the same business day), 4-Hour on-site response (engineer on-site within 4 hours of fault logging), and Next Business Day response for non-critical systems.
Yes. Engineers arrive with pre-staged parts confirmed against your hardware inventory. We maintain a UK spare-parts inventory for all supported platforms, including end-of-life hardware. This eliminates the frustrating "engineer visit with no parts" scenario common with some OEM break-fix programmes.
Yes. Servnet offers both contracted break-fix support (included within a maintenance agreement at a lower per-incident cost) and ad-hoc break-fix on a time-and-materials basis. Contracted support is recommended for business-critical systems as it guarantees response time SLAs.
Servnet provides break-fix support across the UK from our Surrey headquarters. 4-hour and same-day SLAs are available across most of England. NBD coverage extends to the full UK including Scotland, Wales and Northern Ireland. Coverage maps are provided at contract stage.
To speed up triage, have the following to hand: hardware make and model, serial number, a brief description of the fault symptom, whether any error codes or alerts are displayed (e.g. iDRAC alerts, amber LEDs), and whether there is a service impact right now. Our service desk will guide you through the rest.
Servnet break-fix covers physical hardware faults — failed drives, PSUs, memory, motherboards, NICs, and other field-replaceable components. Firmware and OS-level issues are not included in standard break-fix, but our engineers can assist with firmware-related diagnosis as part of a fault investigation where the root cause is unclear.
Break-fix is purely reactive — you only pay when something fails (on T&M) or have it included in a contract. A proactive maintenance contract adds regular health checks, firmware reviews, and scheduled servicing to catch issues before they cause downtime. Most Servnet customers combine both: a proactive maintenance contract with break-fix response built in.
Hardware Down? Call Us Now.
For an emergency fault, call our support line directly. For a maintenance contract enquiry, submit a form and we will respond within 2 hours.