The two times I had hard drives replaced with leaseweb it was done in under 2 hours, both times it was outside normal business hours.
Other then that I have not needed to contact their support.
Very good network and I'm happy with their service so far.
One year ago I worked for Leaseweb as support engineer (for the LSW REP: RBA), and we were working as hard as possible 24/7.
Answering tickets asap (within 60 minutes usually) and sheduling the work to be done within 4 hours, usually faster.
Ofcourse, the 4 hours fix weren't always possible due to all kinds of things, but most of the time 'we' could solve the issue very fast. It's amazing how some servers are screwed! Luckily, almost every engineer knows how to fix Plesk, CPanel and DirectAdmin. Besides that, every engineer was following the LPI1 course.
I would have no trouble at all hosting my servers at Leaseweb, knowning almost everybody within the organisation (at least, that was 1 year ago, I've seen many new faces since then )
Although some of their low end hardware is really old now and the failure rate could be quite high.
Actually, server failure rate is quite low for this class of servers in our experience , especially when, as in this case, servers are properly maintained in a highly controlled data center environment, carefully monitored for temperature and humidity, with stable filtered power, and properly racked on a continuous, on-going basis. Obviously, low end servers are not designed for mission critical applications, but they are not offered to customers for that purpose. However, for value minded customers with reasonable expectations and service needs, these servers meet client requirements nicely, reliably, and at very good price points with an excellent network.