Equipment Policy - Employee Hardware Standards & Renewal / Refresh

Summary

The Zendesk IT Laptop Computer and Hardware Policy, including new laptop requests and Refresh / replacement computer guidelines for 2-year and 3-year renewal cycles. Computer hardware standards are set based on Role, Department, and IT Policy.

Is your computer damaged or in need of repair? See this article.

DISCLAIMER: Due to the ongoing COVID-19 Pandemic and the inherent limitations of working from home, there maybe delays in upgrade requests. Eligible upgrade requests will be worked from oldest to newest and will be upgraded when stock levels allow.

If you still have questions after reading this article, please visit our Help Center where you can browse content, chat with a Service Desk Agent, or submit a ticket.

Sections in this Article

• Zendesk IT Global Equipment Policy
• New Laptop Request: Refresh / Renewal Policy
• About Personalization
• Hardware Standards
  
  • Standard Zendesk Computer
  • Engineering Spec Computer*
  • Windows PC Computer*
• Remote Employees
• Privacy Screens
  • Regional Availability

*Only eligible departments will be provisioned Engineering Spec or PC computers. Reference each section for details.

NOTE: This policy is updated based on the availability of hardware from the manufacturer. Specs and availability may differ in each region or office location. Local offices must deplete all previous inventory when a new product is released or the standard is changed. This policy is subject to change at any time.

 

Zendesk IT Global Equipment Policy

For more information on the rules governing our hardware policies, please read this documentation.

This policy applies to all users. Exceptions for non-standard computer requests will only be considered with approval from the requester's department VP and may be declined due to cost, inventory constraint, or other considerations.

New Laptop Request: Refresh / Renewal Policy

DISCLAIMER: Due to the ongoing COVID-19 Pandemic and the inherent limitations of working from home, there maybe delays in upgrade requests. Eligible upgrade requests will be worked from oldest to newest and will be upgraded when stock levels allow.

• Standard computers are eligible for renewal after 3 years. Refreshes are based on the date the computer was provisioned.
• Engineering Spec computers are eligible for renewal after 2 years. Refreshes are based on the date the computer was provisioned.

About Personalization

You are permitted to personalize your Zendesk laptop. While we appreciate your desire to make the computer a bit more unique, when you are eligible for a laptop refresh we ask that you please return it to us in the same condition it was received (normal wear & tear is expected). This includes removing all stickers and personalization prior to returning the device.

Hardware Standards

Standard Zendesk Computer

2020 13" MacBook Pro Intel Configuration:

• 2.0GHz quad-core 10th-generation Intel Core i5 processor, Turbo Boost up to 3.8GHz
• 13-inch Retina display with True Tone
• Touch Bar and Touch ID
• Intel Iris Plus Graphics
• 16GB 3733MHz LPDDR4X memory
• 512GB SSD storage
• Four Thunderbolt 3 ports
• Backlit Magic Keyboard - US English 

2020 13" MacBook Pro M1 Configuration:

• Apple M1 chip with 8‑core CPU, 8‑core GPU, and 16‑core Neural Engine (Space Grey)
• 16GB unified memory
• 256GB SSD storage
• 13-inch Retina display with True Tone
• Backlit Magic Keyboard - US English
• Touch Bar and Touch ID
• Two Thunderbolt / USB 4 ports

NOTE: Local offices must deplete all previous-generation inventory when a new product is released before deploying updated hardware. 

Engineering Spec Computer

Only the following departments are provided an Engineering Spec Computer:

• 240 - Prof Services: Only Developers, Engineers, and Managers
• 250 - Production Risk Management
• 261 - Foundation - Direct COGS
• 263 - EMEA COGS
• 264 - APAC COGS
• 280 - Customer Advocates: Only T3, IEM (Incident and Escalation Management team)
• 287 - Premier Support
• 294 - Base Tech Ops
• 3XX - Engineering
• 481 - Web Dept.
• 488 - Design Ops
• 490 - Brand Design
• 518 - Emerging Technical Engmt: Only Platform Architect
• 590 - SunCo Overlay
• 734 - IT Ent Architecture & Engineering 
• 740 - Corporate Security

2020 16" MacBook Pro Intel Configuration:

• 16-inch MacBook Pro (Silver)
• 2.6GHz 6‑core 9th‑generation Intel Core i7 processor, Turbo Boost up to 4.5GHz
• 32GB 2666MHz DDR4 memory
• AMD Radeon Pro 5300M with 4GB of GDDR6 memory
• 512GB SSD storage
• 16-inch Retina display with True Tone
• Four Thunderbolt 3 ports
• Touch Bar and Touch ID

2021 16" MacBook Pro M1 Configuration:

• Apple M1 Pro with 10-core CPU, 16-core GPU, 16-core Neural Engine (Space Grey)
• 32GB unified memory
• 512GB SSD storage
• 16-inch Liquid Retina XDR display
• Three Thunderbolt 4 ports, HDMI port, SDXC card slot, MagSafe 3 port
• 140W USB-C Power Adapter
• Backlit Magic Keyboard with Touch ID - US English

Windows PC Computer

Only the following departments are provided a PC Computer:

• 720 - Accounting Operations
• 722 - Corporate Accounting
• 725 - Finance and Strategy

PC Configuration:

• Lenovo ThinkPad T14 Gen 2 (black)
• Intel Core i5 
• Windows 10 Pro 64-bit
• 16 GB RAM
• 512 GB SSD 
• NVMe
• 14" IPS 1920 x 1080 (Full HD)
• Intel Iris Xe Graphics

NOTE: The IT Team is not able to accommodate requests for "custom built" or upgraded spec PCs

Remote Employees

• A Standard Spec 13" Apple MacBook Pro will be provided by IT (unless your Department is defined for a different model, listed above)
• For all other hardware such as a monitor and peripherals, they can be requested based on our Working From Home policies.  You have the option of purchasing your own monitor/peripherals and expensing them with your manager's approval.
• Zendesk IT encourages users who work remotely to contact IT while you are visiting/training on a Zendesk campus to acquire some accessories to avoid shipping/back-billing costs.

Privacy Screens

Privacy Screens are available in limited regions. 

Laptop Privacy Screen:

• MacBook Pro 13"
• MacBook Pro 16" 

External Monitor Privacy Screen:

• Lenovo 24" 
• Lenovo 27" (4K) 

Regional Availability

AMER & EMEA -  IT can provide a Privacy Screen in these regions. The cost of the privacy screen will be billed to the department of the requester. Manager approval is required.

APAC - IT is not able to provide privacy screens due to not being able to purchase in these regions.