The problem with guarantees is that they are often unclear and require a lot of research. There are different kinds of guarantees with crazy names. It is often not immediately clear which one you need and why. Within the types of guarantee there is a difference in the period or duration, types or options, extra options and points of attention. Confusing! Fortunately, we are here to help you on your way.

Want to read more about the different types of guarantee? Read the blog about the ultimate IT guarantee guide.


Different levels of guarantee

Carry in or Depot

Carry in or depot:

means that you take the hardware away yourself in case of damage. The exact name differs from supplier to supplier, but it is the same. When your laptop is broken, you have to make sure that it is sent or brought to the right address or company. This is the cheapest option and is often chosen for cheaper hardware.

Pick up and Return

Pick up and Return:

is actually the same as 'carry in' as we described abovebut then the product is picked up at your place. After the repair, it is sent back again.

On-site guarantee

On-site guarantee':

This means that the company where you bought the hardware at the officehome or on location to carry out a repair. There is also the pro support version, where you get priority on things you are already entitled to, such as parts. You then have a point of contact with a supplier and they act proactively.

Accidental care

Accidental care:

which means you are insured and have a guarantee in case of accidents. Think of dropping water over your laptop or dropping it on the ground. This guarantee is quite pricey but can be beneficial in the long run. This option is not available everywhere.


A relevant extra option is 'next business day'. As the name suggests, this means that the company must come and repair the hardware, one day after you report the damage. As an example of a guarantee: for a high-end laptop the standard is often 'next business day accidental care for 3 years'.

Then there is 'mission critical on-site', where the supplier is on site within an agreed period. This can be 2, 4 or 8 hours. The supplier is then on site with the replacement parts if necessary. A laptop, for example, can be easily replaced, but a server has a great impact on the employees. A handy addition, therefore.

IT simply has to work, because it forms your competitive position.
IT should be simple and secure, and customers should be looked after by more passionate people who communicate clearly.

What exactly is covered?

But what exactly is covered and falls under IT guarantee? We've put it all together for you.

  1. Parts and labour for the replacement or repair of faulty or failing parts that fail during 'intended' use. Excluded are: wear and tear of the parts and/or abnormal use or misuse
  2. The mechanic on site
  3. Emergency/on-site SLA. Please note: this does not include resolution time. But presence of parts and mechanic
  4. Priority over others, personal service and reporting
  5. Accidents or clumsy use of things so that they break down. Think of fall, impact and/or moisture damage. Theft is excluded

Theft is thus excluded. How does that work? You have to take out business insurance for this. Double check whether yours covers everything. Go through your insurance policies regularly and check whether you are underinsured or overinsured.

The difference between business and private guarantee

Business warranty is in a contract form. But what exactly is your warranty in B2B? You have a 1-year warranty on all business hardware and accessories, telephony/GSM, network equipment, peripherals (monitor, keyboard, mouse) and batteries (also as part of a laptop/phone). Usually the warranty is one year and for batteries it can be as little as 6 months.

Consumers are much better protected in Dutch law by the Consumentenbond. A consumer has a legal guarantee of 2 years. After that, the burden of proof is reversed and you have to prove that the appliance still reasonably falls under the guarantee. After that, you also have a guarantee but you must prove that you have used it normally. There are guidelines for this. You can find them here. Or watch this video on YouTube for more information.