Quick answer: When a hardware component of your dedicated server fails — disk, RAM, PSU, NIC, motherboard — Cloud2Y diagnoses and repairs or replaces it as a priority incident at no extra cost. Hardware is the provider's responsibility; the data on failed disks is protected only by your RAID choice and your backups.
Overview
Physical components age and fail; the policy makes the split clear. Cloud2Y monitors and fixes the hardware layer, while the consequences for data depend on decisions the customer made at order time (RAID level) and during operation (backups). A RAID1/RAID10 array survives a single disk swap transparently; a RAID0 or single-disk setup does not — that data lives or dies with your backup discipline.
Before you start
- Know your RAID layout — it was chosen with the disk & RAID option at order.
- Watch disk health yourself too (SMART tools) — early warnings let replacements happen on schedule instead of at 3 a.m.
- Keep offsite backups regardless of RAID; RAID is availability, not backup (see data backup responsibility).
Step-by-step guide
- Detection: you notice symptoms (I/O errors, degraded array, reboots) or request hardware diagnostics proactively.
- Diagnosis: the data-centre team verifies the failing component, using your ticket data and platform monitoring.
- Scheduling: replacement timing is agreed with you where the server must go down; degraded-but-running arrays allow planned windows, dead servers are handled as emergencies.
- Replacement: the component is swapped; for disks in redundant arrays the rebuild runs while the server works.
- Verification: you confirm the system is healthy; support closes the incident.
Common issues
- RAID0 disk failure: the array is lost by design — recovery equals restore from backup on fresh disks.
- Data on the replaced disk: failed disks are securely handled/destroyed; nobody extracts your data from them, and neither can you — plan around backups.
- "Replace the whole server": full-chassis swaps happen when diagnosis points beyond a single component; migration of data to the new machine is coordinated with you.
When to contact support
Open a ticket at the first sign of hardware trouble — SMART warnings, ECC errors, degraded arrays — and for scheduled diagnostics before important launches. Hardware incidents are handled with priority.
Frequently asked questions
Who pays for a failed component in my dedicated server?
Cloud2Y. Diagnosing and replacing failed hardware such as disks, PSUs or RAM is part of the service and handled as a priority incident at no extra cost to you.
Will I lose data when a disk is replaced?
With redundant RAID (1/10) the array rebuilds transparently. With RAID0 or a single disk the data on the failed drive is gone, and recovery means restoring from your own backups.
Can I ask for diagnostics before my disks actually fail?
Yes. Request hardware diagnostics via ticket, especially when SMART warnings or ECC errors appear. Scheduled replacement in a planned window always beats an emergency swap.
Related articles
- Dedicated server SLA and support scope
- Data backup responsibility
- SLA overview
- Emergency maintenance policy
Need a hand? Contact Cloud2Y support →
