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Laptop Replacement Policy and Process

Zach Wermich
Zach Wermich

Laptop Replacement Policy & Process

To ensure all employees have access to reliable technology, we maintain a structured laptop replacement policy. This article explains eligibility requirements, triggers for replacement, timelines, and how to request a new device.

Eligibility Criteria

Employees may be eligible for a laptop replacement under the following circumstances:

Scenario Eligible? Notes
Standard refresh cycle (every 3 years) ✅ Yes Auto-eligibility based on original procurement date.
Device malfunction or hardware failure ✅ Yes Pending IT diagnostic and unsuccessful repair.
Lost, stolen, or damaged beyond repair ✅ Yes Requires incident report and manager approval.
Departmental upgrade request ✅ Case-by-case Manager approval and business justification required.
Termination of employment ❌ No Devices must be returned to IT during offboarding.

Standard Refresh Cycle

  • Laptops are eligible for replacement every 3 years from the original issue date.
  • IT will notify eligible users via email 30 days in advance.
  • Replacement device options and instructions will be included in the notification.

Emergency Replacements

If your device fails, is lost, or stolen, follow these steps:

  1. Report the issue via the IT Help Portal. Include:
    • Device serial number
    • Problem description and symptoms
    • Any visible error messages
  2. IT Review: Our team will assess the issue and may initiate a remote or in-person diagnostic.
  3. Replacement Approval: If approved, you may receive:
    • A temporary device within 1–2 business days
    • A permanent replacement within 3–5 business days
  4. Return the old device using the prepaid label provided. Deadline: 10 business days after receiving the new one.

Device Options by Role

Role Type Standard Device Optional Upgrades*
General Staff MacBook Air / Dell Latitude MacBook Pro / Dell XPS
Developer / Engineer MacBook Pro / Dell Precision Higher CPU / RAM variants
Executive / Admin MacBook Pro iPad + Keyboard combo

*All upgrades require manager approval and must be justified by role-specific needs.

Remote & Hybrid Employees

  • Devices will be shipped directly to your registered address.
  • Confirm your current address via the Employee Profile Portal.
  • Use the return label included with your new device to send back the old one promptly.

Non-Compliance & Late Returns

If your old device is not returned within the 10-day window:

  • The device may be locked remotely.
  • You may be charged for the device (as agreed upon in IT policy).
  • The case may be escalated to your manager or HR.

Need Help?

  • Submit a request via the IT Help Portal
  • Call the Service Desk at 1-800-555-TECH
  • Mark your ticket as “High Priority” for urgent device failures

Quick Summary

Action Typical Timeline
IT diagnosis & approval 1–2 business days
Device shipment 3–5 business days
Return of old device Within 10 business days

Last updated: March 15, 2025

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