Target response for replacement spare parts
Here are the details regarding the target response for replacing spare parts, according to each support plan.
|Basic Warranty Support Plan|
|Pro Support Support Plan|
|Mission Critical Support Plan|
Replacement procedure starts after the agent's confirmation, not at ticket opening.
If agent confirmation is received before 3 PM spare parts will be shipped on the Next Business Day; after this time, the NBD corresponds to the next day.
The customer has to provide the shipping address and a person of contact with a valid phone number. Without this confirmation received, the replacement spare part process is suspended until the required details have been successfully provided.
|Date Confirmation received from TSA (after the technical agent identifies the defective component and confirms the replacement procedure is starting)||Date that the new component will be shipped to you (you are informed about this replacement part with additional information needed + a tracking link to follow the shipping process)||Delivery time (date when you should expect the part to be received)|
|Monday (before 3PM CET Hour)||Monday||Tuesday|
|Monday (after 3PM CET Hour)||Tuesday||Wednesday|
|Tuesday (before 3PM CET Hour)||Tuesday||Wednesday|
|Tuesday (after 3PM CET Hour)||Wednesday||Thursday|
|Wednesday (before 3PM CET Hour)||Wednesday||Thursday|
|Wednesday (after 3PM CET Hour)||Thursday||Friday|
|Thursday (before 3PM CET Hour)||Thursday||Friday|
|Thursday (after 3PM CET Hour)||Friday||Monday|
|Friday (before 3PM CET Hour)||Friday||Monday|
|Friday (after 3PM CET Hour)||Monday||Tuesday|
Delivery times refers only to Basic Warranty and Pro Support plans.
Please take a look at the Pick-Up procedure after the new component has successfully been replaced.