Server Intervention Procedure at Client Request

This manual describes the process of server intervention performed by INTROSERV technical staff upon client request. It outlines the information required from the client, necessary confirmations, and respective responsibilities during such interventions.

When Server Intervention Is Required

Server intervention may be requested when the client cannot access or manage the server through standard remote tools (SSH, RDP, IPMI, or control panel). Common scenarios include:

• System crash or unresponsive server
• Incorrect network or firewall configuration
• Issues following system updates
• Hardware or software diagnostics and troubleshooting
• Hardware component upgrade (adding or replacing RAM, storage drives, or other components)
• Faulty hardware component replacement (when a malfunctioning component has been identified)

Information Required from the Client

To proceed with intervention, the client must submit a support ticket containing server identification (service ID, or primary IP address), access credentials. If system-level diagnostics or configuration checks are required, please provide:

• Root/administrator username and password (if INTROSERV engineers need to log into the operating system for troubleshooting), or
• IPMI/KVM console access credentials (if available), or
• Any other remote access method available for the server

Authorization for server management actions

The client must confirm whether INTROSERV engineers are allowed to power off, power on, or reboot the server as needed during the intervention, or specify that such actions are not permitted. If server shutdown or reboot is allowed only at a specific time, the client should indicate the time window when these actions may be performed.

Example authorization statement:

I authorize INTROSERV to perform necessary actions including server restart, power cycle, or temporary shutdown if required for troubleshooting.

Data Safety and Client Responsibility

INTROSERV engineers take reasonable precautions to preserve data integrity. However, direct server-level intervention carries inherent risks. The following confirmations are required:

• The client confirms that a current backup of all critical data exists, or
• The client acknowledges that no recent backup is available and understands that data loss may occur during intervention

INTROSERV will make reasonable efforts to avoid data loss but cannot guarantee data preservation during emergency troubleshooting or system recovery procedures.

OS Reinstallation Requests

When requesting an operating system reinstallation, the client must provide:

• Preferred OS: version, distribution, and edition
• Configuration requirements: partitioning scheme, RAID setup, or specific installation parameters (if applicable)
• Explicit acknowledgment of data loss consent

Example of required confirmation for OS reinstallation:

I understand and accept that OS reinstallation will completely erase all existing data on the server. I have backed up all necessary data or accepted its permanent loss.

Example Support Tickets

Example 1: Server Intervention

Subject: Server intervention request – [Server ID / IP]

Details: The server is unresponsive via SSH and control panel. Please check the server.

Authorization: I authorize INTROSERV to perform necessary actions including reboot or temporary shutdown if required for troubleshooting.

Backup status: I confirm that I have an up-to-date backup of all important data.

Example 2: OS Reinstallation

Subject: OS reinstallation request – [Server ID / IP]

Details: Please reinstall the operating system.

Preferred OS: Ubuntu 22.04 LTS

Partitioning: Default / single partition

Authorization: I authorize INTROSERV to perform server power cycles if needed.

Data loss acknowledgment: I understand and accept that OS reinstallation will completely erase all existing data on the server. I have backed up all necessary data or understand that data loss may occur during hardware replacement or upgrade (such as storage device or memory module replacement).

Hardware Upgrade or Component Replacement

When requesting a hardware upgrade or replacement (for example, additional RAM installation, storage drive replacement, or hardware diagnostics), the client must provide the following information:

• Server identification: hostname, service ID, or primary IP address
• Component details: specify which component requires upgrade or replacement (e.g., disk serial number, DIMM Slot Number, if available)
• Expected impact: whether downtime is acceptable or specific maintenance time is required
• Backup confirmation: confirm that all important data is backed up prior to hardware work
  
  

Additional Notes on Upgrade Procedures

• RAM upgrades can only be performed when the server is completely powered off. The client must shut down the server at the agreed maintenance time before the procedure begins.
• Storage drives may support hot-swap (hot replacement), but this depends on the specific hardware model and configuration. In some cases, the server must be powered off.
  To avoid unexpected downtime, clients are advised to confirm hot-swap capability with INTROSERV support before scheduling the replacement or upgrade.
  
  

Required acknowledgment for hardware replacement or upgrade:
I understand and accept that hardware replacement or upgrade may result in temporary downtime or data loss if the affected component stores active data. I have backed up all necessary data before the procedure.

Conclusion

INTROSERV performs all interventions with care to reduce downtime and preserve system integrity. Client cooperation through provision of access credentials, necessary authorizations, and data backup confirmation helps achieve the best results.