What hardware support BRANDED IAM provides, how to request a hardware assessment, and how device replacement procurement works.
Hardware eventually fails, and when it does, the speed of resolution determines how long your team is down. BRANDED IAM's hardware support covers troubleshooting, warranty coordination, and procurement of replacement equipment for clients on Business and Managed plans.
What Hardware Support Includes
- Remote and on-site diagnosis of hardware failures (hard drive, RAM, power supply, etc.).
- Warranty claim coordination with manufacturers on your behalf.
- Loaner device provision (where available) while a device is under repair.
- Procurement of replacement hardware at business pricing through our vendor relationships.
- New device setup — imaging, software installation, account configuration, and data migration from the old device.
How to Report a Hardware Issue
Submit a ticket under IT Support & Security → Hardware Issue with the device make, model, serial number, and a description of the symptoms (e.g., "laptop won't power on," "hard drive making clicking noises," "display showing vertical lines").
Device Lifecycle Planning
Business and Managed clients receive an annual hardware audit as part of their IT health review. This identifies devices approaching end-of-life (typically 4–5 years for business laptops) and allows you to plan replacements before failures happen, rather than scrambling after one.