Laptop Replacement Policy and 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.

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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.

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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.

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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.

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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.

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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.

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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.

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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

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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