The 48-Hour Swap Guarantee
A configured replacement device at your desk within 48 hours of fault report — at every delivery location, with in-country stock and in-house engineers. Not a target. A contractual commitment.
Get a QuoteHow the swap works
Report
Fault reported via account manager or support ticket. Failure validated with your IT admin — usually within 2 hours during business hours.
Match
Equivalent spec pulled from in-country inventory. Your MDM profile and applications staged on the replacement device before dispatch.
Dispatch
Courier or field engineer scheduled directly to your site. No central office routing — the replacement goes to the location where the fault occurred.
Delivery
Replacement device live and productive. Failed unit collected for in-house lab diagnosis. You receive a fault report summary within 3 business days.
Why the 48-hour commitment is possible
In-country stock
We hold buffer inventory in-country in every region we serve. Replacements are dispatched from the nearest stock point — no regional hub delays, no cross-border shipping.
In-house engineers
Repair engineers are on payroll, not contracted out. Faults are diagnosed internally, which means we control the repair queue — not a third-party service centre.
Pre-staged MDM profiles
Your device profile is stored in our system. The replacement is enrolled and configured before it leaves the dispatch point. Staff receive a ready device, not a factory default.
Covers every location
The guarantee applies at each delivery address independently. Multi-site customers don't route replacements through head office — the swap goes directly to the affected site.
Common questions about the swap SLA
Does the 48-hour guarantee apply to every device tier?
Yes. The 48-hour swap applies to all four fleet tiers — Junior / HR, Mid-Level / Dev, Senior / Power, and Creative / Graphics. GPU workstations and specialist hardware are covered under the same SLA, with in-country buffer stock maintained for each tier.
What counts as the start of the 48-hour clock?
The clock starts from confirmed fault report — when your account manager validates the failure with your IT admin. We target validation within 2 hours of initial report during business hours. The 48-hour delivery SLA begins from that validation point.
What happens to the failed device?
The failed device is collected at the time of replacement delivery. It goes to our in-house repair lab for diagnosis. If the fault is a manufacturing defect, no charge applies. If the fault is accidental damage covered under your protection plan, it's handled per your plan terms. You receive a fault summary report within 3 business days.