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:

Report the issue via the IT Help Portal. Include:
- Device serial number
- Problem description and symptoms
- Any visible error messages
IT Review: Our team will assess the issue and may initiate a remote or in-person diagnostic.
Replacement Approval: If approved, you may receive:
- A temporary device within 1–2 business days
- A permanent replacement within 3–5 business days
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