Prerequisites
To help ICTS service your request effectively, please ensure that you comply with the following prerequisites:
- Fulfil the fundamental customer responsibilities.
- Sign the Hardware Service Form.
- Make your own data backup before sending the item in.
- Supply the Purchase Order number for the warranty item repair to be validated.
- Accept or reject a quote, and supply a valid fund number and cost centre within 1 day of receiving the quote when the hardware is out of warranty or when data recovery is required.
- Ensure that you have not invalidated warranties through abuse, effecting your own repairs, etc.
Availability
| Service request | Service level target (working days) |
|---|---|
| Issuing quotations for out-of-warranty repairs |
Completed within 6 days |
| Repairing or replacing warranty items | Completed within 10 days |
| Repairing or replacing monitors | Completed within 20 days |
| Providing loan stock at a charge (see price list) | Within 2 days |
NOTE:
Read the Core SLA FAQ for a detailed definition of Availability.