Server Colocation Support

Raise a ticket via the HA Portal at my.hahosting.com with a clear description of what you need our engineers to do. Common remote hands tasks: power-cycle a server, swap a faulty drive (using a hot-spare or one we hold for you), check a cable, read a console message, attach a crash cart. Remote hands within the first 30 minutes per month are included free with every colocation contract. Beyond that we bill in 15-minute increments at our published engineer rate. For urgent work outside business hours, raise the ticket and call us to confirm receipt.

First check it isn't on your side: try from a different network, look at any monitoring you have, and try pinging the gateway. If our network responds but your server doesn't, raise a ticket via the HA Portal and we'll take a look. We'll check the switch port for link, check the PDU is delivering power, and if needed plug a crash cart into your server to read the console. Most "unreachable server" tickets resolve in 30 minutes once we're in front of the hardware. Include any monitoring graphs or recent change information in the ticket so we can skip the basics.

Raise a ticket via the HA Portal with what you need: an extra IPv4, a new IPv6 block, a VLAN change, port speed change, or firewall rule on the colocation switch. For additional IPv4s we'll need RIPE justification (number of public-facing services, hostnames, dates required), this is a RIPE policy not an HA Hosting one. For internal VLAN or port speed changes (moving a server to 10Gbit, for example), we'll schedule the change with you to avoid surprise downtime. Most network changes complete the same working day once justification is in.

Email or raise a ticket at least 24 hours in advance with the names of attendees, photo ID, the work you'll be doing, and the time window you need. We'll confirm the visit and brief the on-site team. On arrival, all attendees need photo ID at reception and sign the visitor log. Site access is 24/7 by prior arrangement. You'll need either an HA Hosting engineer or your own pre-approved ID badge holder to escort you to your cabinet; we don't allow unescorted access for customer staff. There's no charge for routine site visits to your own equipment.

Raise a ticket with the tracking number, courier, the contents, and the customer reference. Address shipments to "HA Hosting, Customer Reference [your-ref]" at our Sheffield data centre, full address available in your welcome pack or via a quick ticket. When the shipment arrives we'll log it, store it securely, and schedule the install or swap to fit your window. For replacement drives or RAM, we'll fit them under remote hands the same day the hardware arrives if you've raised a ticket flagging it. Keep packaging if you want us to return-ship faulty parts.