1. Dedicated servers rented from Joy
Failed components on dedicated servers are replaced within 4 hours of diagnosis, 24/7, at no charge. Diagnosis starts when you open an Urgent ticket or our monitoring detects the fault. Replacement parts are of equal or better specification.
Data on failed drives is not recoverable. You are responsible for backups; backup space and off-site options are available on every plan.
2. Hardware sold outright
Hardware sold by Joy carries a 12-month replacement warranty against manufacturing defects from the date of delivery, unless the invoice states a different term. Dead-on-arrival units (failure within 7 days) are replaced with return shipping paid by Joy. Physical damage, liquid damage, unauthorised modification and normal wear are excluded.
3. Colocated customer hardware
Remote hands are included for colocation customers: reboots, cable and media swaps, and fitting replacement parts you supply. Joy does not warrant customer-owned hardware but can source replacement parts on request at cost plus a quoted handling fee.
4. Process
- Open a ticket (Urgent for a server that is down) with the server or invoice reference and the symptoms
- We diagnose remotely or on site and confirm the failed component
- Rented servers: replaced within 4 hours of diagnosis; sold hardware: advance replacement shipped or on-site swap, as agreed
- The ticket records the part, the time and the engineer
5. Exclusions
- Faults caused by software, configuration or actions inside the operating system
- Damage from misuse, unauthorised modification or environmental causes for hardware outside Joy facilities
- Consumables and cosmetic wear