Workstation Assurance Overview

ScalePad Workstation Assurance offers a comprehensive replacement warranty for your client's workstations, covering even accidental damage, all through an easy-to-use in-app workflow within Lifecycle Manager. This guide will walk you through what to expect when processing a service request under Workstation Assurance.

Understanding the service provided

Workstation Assurance operates on an Advanced Exchange model. This service includes accidental damage coverage but has phased out on-site technician support. For more details on this change, please review our Workstation Assurance FAQ.

Purchase options

  • Eligibility: Workstation Assurance is available for devices up to 7 years old.
  • Geographic Availability: This coverage is available for devices located in the US, Canada, UK, New Zealand, and Australia.
  • Device Exclusions: The coverage excludes Apple products and Intel-manufactured devices.

Process and timeline for service requests

In this section, you will find a breakdown of the process and timeline when submitting a service request using the Workstation Assurance exchange model.

Initial Steps

  1. Identify the Issue: Confirm a reported workstation malfunction or issue, ensuring that any software-related problems are ruled out through preliminary troubleshooting.
  2. Service Request: Submit your service request via Lifecycle Manager.

Verification and Replacement

  1. Information Verification: We respond to each request within one business day to confirm the details necessary to proceed.
  2. Replacement Specifications: We assess the specifications needed for a like-for-like workstation replacement. While striving to meet exact needs, it's important to note that we may not always be able to satisfy highly specific requirements.

Sourcing and Shipping

  1. Sourcing the Replacement: Typically, within a business day, we initiate sourcing a replacement that closely matches the original specifications.
    1. While we collaborate with various shipping partners that offer a vast selection of workstations for immediate shipment, we always strive to provide a like-for-like replacement (including the OEM, model, RAM, CPU, SSD, screen size, etc.
    2. Once sourced, we always provide the exact specifications and check if the model is suitable for your client before shipping the replacement. Let us know if the offered replacement doesn’t suit - we’ll do our best to ensure your client is satisfied.
  2. Shipping and Tracking: Expedited shipping options deliver the replacement workstation usually within 5-8 business days. Tracking details and estimated time of arrival (ETA) are provided as soon as the item ships.

Post-Replacement Process

  1. Returning the Old Asset: Once you receive and verify the replacement, instructions for returning the damaged hardware will be provided.

Warranty Coverage Transfer

Ensure to transfer the warranty coverage to the new workstation as outlined in the Transferring Warranty Coverage to a Replacement Workstation article. This ensures that your client continues to enjoy uninterrupted service protection.

See the ScalePad Workstation Assurance Terms of Service for complete details.

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