This paper investigates a finite-source retrial queuing system that features request collisions, primary server unreliability, and a backup server. When a new job arrives while the service facility is occupied, a collision occurs, sending both jobs to a virtual waiting room called the orbit. In the orbit, customers make repeated attempts to access the server after random intervals. If a server breakdown occurs, the customer at the server is sent to the orbit. The paper’s novelty lies in the implementation of a backup facility for when the primary server is unavailable, and a sensitivity analysis using various service time distributions for primary customers. We examined scenarios where key performance measures are visually represented to highlight observed disparities. Specifically, we analyzed two different scenarios, illustrating the most significant performance measures to emphasize the differences. These visual representations allowed us to identify critical performance bottlenecks and the effectiveness of the backup server. The findings provide valuable insights into the system’s behavior under different conditions, helping to improve reliability and efficiency in similar queueing systems.