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Comment by n4bz0r | Hacker News Reader

> I have experienced critical, unrecoverable hardware failure on Hetzner servers a couple of times over the years

How do they handle such situations?

I took care of it myself by cancelling my rental of the server and renting a different one. And then setting up that one the way I wanted it and restoring data from my offsite backup.

I think there was a form asking for reason for cancelling the server and I ticked something like “other” and left a note for them saying that there was hardware problems. So I would assume they have a look at it, replace the bad components and then rent it out to someone else.

Huh. Was curious what kind of discount they provide in case of downtime caused by hardware failure, but it sounds like they didn't even notice. Shouldn't they monitor the basic vitals? Or you simply reacted too quickly?

Not OP. But with an unmanaged server it is on you. You are in full control and can leave it powered off if you so desire.

Monitorering is then your responsibility. They have no login/account on your host.

For any hardware issues I have had I have simply created a support ticket. They have always been really fast at responding and fixing for me. If you report a disk and serial number it gets swapped in no time.

They have managed offerings as well. I have never used those.

Hi there, I hope that it's okay that I respond here since you all mentioned Hetzner. What "clan" wrote here is correct. For our dedicated servers, which are un-managed, customers are responsible for monitoring. And naturally, if something comes up, our team will be happy to investigate it and replace the hardware (or even entire server) free of cost. It helps to speed up the process if you can document the failure as clearly as possible for our team by logging onto your account, navigating to the correct server, and opening a support ticket. You can also ask the team to run a full hardware check for you. For customers who don't want to spend as much time or effort on sysadmin, we have managed servers, where monitoring and other support is included. --Katie, Hetzner

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