Tel:08456 448 016
Email:sales@sentralsystems.com

 

Support

Please e-mail us with your support request and your enquiry will be handled by a systems engineer.
Email: support@sentralsystems.com
 

It helps our engineers if you have as many details as possible available at the start of the support request:

  • The invoice and/or serial number of the server exhibiting a problem.
  • The version of the OS you are using.
  • The names and models of any peripheral devices you are using.
  • The names and model numbers of any components you have added to the system since the original invoice.
  • The type of error message you are getting when the problem occurs, what you were doing when the error occurred and what steps you took to solve the problem.
Comprehensive Warranty
Sentral provides at least a full one year guarantee on all parts as part of a back to base warranty. If you experience a problem with your equipment, firstly you will need to obtain an RMA number. To obtain an RMA number you will simply be required to give the product serial number and a brief description of the fault.

Extended Warranty | Onsite Support

If you would like to upgrade to an extended warranty or an on-site support agreement, then our sales personnel will be pleased to help you with any of the following options:
  • Extended return to base warranty: We are pleased to offer extensions of up to 3 years
  • Next business day
  • Same business day
  • '24x7x365' 4-Hour Mission Critical Response
Please note that extended warranty is only available at 'point of sale' and can not be taken out retrospectively.

Deliveries and Carriage
Upon receiving any faulty goods, please report any transit damage immediately. We must report any damage to our carrier within 24 hours of delivery to comply with our transit insurance. Items reported damaged outside this period cannot be repaired or replaced under warranty.
Missing parts must be reported to us within 48 hours of delivery.

Replacing Hot Swappable Hard Drives
If your Server or Workstation is fitted with Hot Swappable Hard Drives, in the event of a fault occurring in a hard drive, a replacement Hard Drive will be dispatched to the server/workstation location.

Hard Drive failure in these cases will not result in Sentral initiating an on-site call out. Removable Hard drives can easily be replaced in a matter of minutes by someone with little or no technical knowledge.

A Sentral engineer will talk you through replacing any faulty hot swappable Hard Drive if assistance is required. The same applies to Redundant PSU modules.

SeaTools is a comprehensive, easy-to-use diagnostic tool that helps you quickly determine what is preventing you from accessing data on your workstation or server computer. We suggest that you run this tool to diagnose any particular issue with a Hard Drive before sending it back to us.

IPMI and remote management
IPMI (Intelligent Platform Management Interface) is a hardware-level interface specification that defines a common, abstract message-based interface to platform monitoring and control functions. If your system has this IPMI feature, we will request an access to this system using an external IP address to troubleshoot any hardware fault.

Supermicro IPMI Embedded IPMI User Manual (*.PDF)

If there is a firewall between the IPMI server and user access computer, the following ports must be opened for remote access:

HTTP: 80 (TCP)
HTTPS: 443 (TCP)
IPMI: 623 (UDP)
Remote console: 5900 (TCP) 5901 (TCP)
Virtual media: 623 (TCP)
SMASH: 22 (TCP)
WS-MAN: 8889 (TCP)

Data Backup
It is necessary that a backup of the OS and data on your system's hard disk drive and on any other storage device in the system be done before we provide services to you or before you return any system to us. We are not responsible for any loss of software or data.
 

Sentral provides built-to-order rackmount servers storage and professional workstation solutions. Please contact us for a fast custom quotation. 0845 644 8016 (UK Only) - International: +44(0)2380 213119 - Email: sales@sentralsystems.com

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