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:
  • US (All 50 States, US territories are not currently supported)
  • Canada
  • UK
  • New Zealand
  • Australia
• Device Exclusions: The coverage excludes Apple products and Intel-manufactured devices. Microsoft assets are only supported in the USA.

Process and timeline for service requests

This section breaks down the process and timeline for 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.
      Please note, once the proposed model and specs have been accepted, we won't accept returns of the replacement for any reason other than the asset being defective.
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.

Warranty Coverage Transfer

After you have received your replacement and confirmed that it's working as expected, the final step in the process is to transfer warranty coverage to the new hardware. This is necessary to ensure uninterrupted coverage.

Full details on how to transfer warranty coverage can be found in this article:

• Transferring warranty coverage to a replacement workstation

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

Additional articles to read

• Workstation Assurance FAQ

• Buying Infrastructure Protection for clients

• ScalePad Services Marketplace