Sentral Support

Standard Warranty

Sentral gives a one year guarantee on all parts with a back to base warranty. If you experience a problem with your server you will need to obtain a RMA number (see below) which can be done by either submitting the form on line, or downloading and faxing the form to Sentral. When completing the form you will be required to give the serial number and a brief description of the fault.

Although every effort is made to replace parts as fast as possible, components occasionally have to be sourced from Europe, Asia or the US, therefore we can not guarantee a turn around time.

Extended Warranty

If you would like to have an extended warranty or on-site support then our sales personnel will be pleased to help with any of the following options:

Extended return to base option: We are pleased to offer extensions of up to 3 years

Next business day on site

Same business day on-site

Extended warranty is only available at 'point of sale' and can not be taken out retrospectively, although existing contracts can be extended up to three years as required.

Deliveries and carriage

Upon receiving any faulty goods, please report any transit damage immediately. We must report 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. Sentral will not cover the cost of replacing items reported outside this period of time.

Requesting a support call

Complete the email form below so that you will be routed to the correct department:

You can also call the following number during office hours where you can be routed to the correct department:
02380 213118

Prepare for the call

It helps our engineers if you have as much details as possible available at the start of the call:

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 occured and what steps you took to solve the problem.

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 minuets 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

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.

Unitrends out of hours support