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 3-year and 4-year renewal cycles. Computer hardware standards are set based on Role, Department, and IT Policy.

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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

Each employee will be provided with one computer. A Zendesk-provided computer is needed to access any of our Zendesk systems. Only eligible departments will be provisioned Engineering Spec or Windows PC computers based on cost center. 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. 

New Laptop Request: Refresh / Renewal Policy

DISCLAIMER: Due to possible supply chain issues or lack of financial funding, there may be delays in refresh/renewal requests. Eligible requests will be worked from oldest to newest and will be upgraded when stock levels allow. 

• Standard computers are eligible for renewal after 4 years. Refreshes are based on the date the computer was provisioned.
• Engineering Spec computers are eligible for renewal after 3 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

Click the section to drop down the computer specs.

Standard Zendesk Computer

2025 13" MacBook Air M4 Configuration: 

• Apple M4 chip with 10-core CPU, 8-core GPU, and 16-core Neural Engine (Space Grey)
• 16GB unified memory
• 256GB SSD storage
• 13.6 inch Liquid Retina display with True Tone
• Backlit Magic Keyboard - US English
• Touch ID
• Two Thunderbolt / USB-C ports

2022 13” MacBook Air M2 Configuration: 

• Apple M2 chip with 8-core CPU, 8-core GPU, and 16-core Neural Engine (Space Grey)
• 8GB unified memory
• 256GB SSD storage
• 13.6 inch Liquid Retina display with True Tone
• Backlit Magic Keyboard - US English
• Touch ID
• Two Thunderbolt / USB-C 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
• 244 - Prof Services SS/COE: Only Engineers, Managers, and Developers.
• 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 - Prod Dev & Eng
• 392 - Security - Cyber
• 481 - Web Dept.
• 488 - Design Ops
• 490 - Brand Design
• 510 - Commercial SC
• 513 - Commercial SC Mgmt.
• 514 - Commercial SMB SC
• 518 - Emerging Technical Engmt.
• 526 - Transformational
• 554 - Business Consulting
• 555 - Sales M&A
• 583 - Enterprise SC
• 585 - Enterprise SC Mgmt.
• 588 - SMB SC Mgmt.
• 590 - SunCo Overlay
• 734 - IT Ent Architecture & Engineering
• 740 - Security - Physical
• 742 - Security - Compliance
• 776 - SGF Legal
• 779 - SGF Security

2023 16" MacBook Pro M2 Configuration:

• Apple M2 Pro with 12-core CPU, 19-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, 3.5 mm Headphone Jack, 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 / 728 - Finance and Strategy

PC Configuration:

• Lenovo ThinkPad X1 Carbon Gen 9

• Intel Core i7
• Windows 10 Pro 64-bit
• 16 GB RAM
• 512 GB SSD
• NVMe
• 14" IPS 1920 x 1200 (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 Air 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.

Canada Employees

By default, laptops are deployed with the US keyboard layout in Canada. If you would prefer a laptop with a French Canadian keyboard layout instead, let us know in your ticket. Please note that selecting this option may result in extended delivery times due to the need for a special order.