Support Including Parts: This kind of support means the company would provide free replacement/repair of hardware component. It’s an expensive proposition for support companies, and very few may offer this kind of support.
On facing any difficulty, you would certainly like the company to provide support within a specified time, for which it should offer some guarantee. This would vary with the level of support for which you are prepared to pay. Moreover, at times, it may take longer than the estimated time for the company to locate the precise fault and rectify the same.