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.