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.


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

Read the Core SLA FAQ for a detailed definition of Availability.