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Lumen^® Edge Bare Metal support: Troubleshooting failures

Having trouble with your Edge Bare Metal service? Use the resources below to get help resolving failures.

Note: Our Edge Customer Care team does not help with OS-level issues.

Network failures

Edge Bare Metal has a network that is constantly monitored, highly redundant, and resilient. Portal notifications make individual hardware and circuit failures transparent to most customers. Maintenance windows are scheduled for required maintenance and upgrades. When scheduled maintenance impacts your service, we will notify you by email in advance.

Learn more about maintenance windows and SLAs (service level agreement)

If you have a performance issue or an outage, contact our Edge Customer Care team and provide the tenant (account) name.

Server failures

Lumen has limited insight into hardware-level failures due to the low level of hardware owned by customers. If a failure is detected, a specialist will contact you to coordinate maintenance.

Failed components

If your bare metal server experiences one of the following failed components, contact Edge Customer Care and provide the server name and your tenant (account) name:

disk: one or more disks have failed
memory DIMM (dual in-line memory module): seeing DIMM errors or not seeing the expected quantity of RAM (random access memory)
NIC (network interface card) or port: failure of NIC or a port on a NIC
power supply

Full failure

If your bare metal server experiences a full server failure (dead server), meaning the server is unable to ping, unable to perform power operations, fails on boot, or you have problems logging in to your bare metal server, contact Edge Customer Care. Provide the server name and your tenant (account) name to the specialist.

In the case of an unrecoverable hardware failure, we recommend deleting the bare metal server and provisioning a new bare metal server to replace it.

Important: It is your responsibility to maintain any data recovery or restoration process that may be necessary in the case of a critical hardware failure. There is no default configuration to protect against this.

Lumen is responsible for all hardware replacement for bare metal servers. Physical hardware support for servers is available only during core business hours (Monday through Friday, 9:00 am-5:00 pm) in the bare metal server location time zone. There is no SLA for hardware replacement; however, most hardware replacements are completed within four business days.

Some hardware failure scenarios require coordination with other customers in the shared environment and can take up to 12 days to coordinate maintenance. It is your responsibility to prepare for hardware failures and to architect redundancy of critical services running on bare metal servers.