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
  • The new component will arrive at the customer’s headquarters in the Next Business Day (9AM-5PM).

  •  Spare parts arrival on-site by courier.


Pro Support Support Plan 
  • The new component will arrive at the customer’s headquarters in the Next Business Day (9AM-5PM).
  • A field Engineer will be dispatched on-site to perform the hardware replacement.
Mission Critical Support Plan 
  • The new component will arrive at the customer’s headquarters in 4 hours.
  • A field Engineer will be dispatched on-site to perform the hardware replacement.
  • Available in most major metropolitan locations.


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)MondayTuesday
Monday (after 3PM CET Hour)TuesdayWednesday
Tuesday (before 3PM CET Hour)TuesdayWednesday
Tuesday (after 3PM CET Hour)WednesdayThursday
Wednesday (before 3PM CET Hour)WednesdayThursday
Wednesday (after 3PM CET Hour)ThursdayFriday
Thursday (before 3PM CET Hour)ThursdayFriday
Thursday (after 3PM CET Hour)FridayMonday
Friday (before 3PM CET Hour)FridayMonday
Friday (after 3PM CET Hour)MondayTuesday


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.