Frequently Asked Questions

For further detailed questions and a FAQ into the new process, please click here.

If after reading this, you still have questions, please email the Hardware Transition Team at HTT@compass-usa.com.

Most devices will continue to work with the transfer of computers during/after your refresh.  Items such as keyboards, mice, and any other USB device like this will continue to work.

For any issues connecting devices after your refresh, please contact the Compass Technology Service Center at 1-888-295-7206.

If the repairs are not of a catastrophic nature that would require us to perform an in-depth repair and recovery, our normal repair process may take 5-7 Business Days once received by the Hardware Transition Team. User damages (drops, spills, etc.) do NOT follow the 5-7 Business Day workflow and usually takes longer to assess damage and receive parts. We will advise you of any exceptions to this projection once the initial assessment of your PC is made.

IMPORTANT NOTE: The timeline above does not reflect the current turn-around time for repairs. Due to the global COVID-19 pandemic and current supply chain issues, there is no specific turn-around time until further notice.

As there are many scenarios (Reallocation, Data Retrieval, Lease termination, etc.), the best course of action is to contact the Compass Technology Service Center at 1-888-295-7206. They will help determine what needs to be done and guide you along the way.

If you need to send Confidential, Sensitive or Personal Identity information via email we ask that you adhere to the “Acceptable Use For Information Technology Systems” policy. We also ask that you follow the procedure, in the link below, to ensure you are encrypting your files correctly.

Encrypting Data Files for Sending Via Email

Over the years associates have been wanting faster, lighter laptops while also wanting to keep lease costs at a minimum. In order to get faster lighter, we needed to step up to the “Ultrabook” line of laptops. When you move to an Ultrabook line, you need to move your internal storage over from the standard mechanical/spindle hard drives (HDD) to solid state drives (SSD). When we looked at SSD storage size options for the Ultrabook’s we looked at two factors: Cost & Average Data Consumption.

As the Hardware Transition Team (HTT) is responsible for refresh/data transfer, they performed a 2 year analysis on what kind of data was being saved and what the average profile size (in GB) was of a user. They were able to determine that users averaged 50GB of valid business data over the lifespan of their laptop. On top of the avg. data consumed, they looked at the overall size of our standard Windows 8.1 image (The “image” contains the Windows OS, MS Office 2013 and other various standard applications that come pre-loaded onto your laptop). The overall size of that Windows 8.1 image is 25GB, so total space used on average was 75GB. Given that data we began pricing SSD’s for Ultrabook’s and found that the 256GB SSD was the best option going forward to keep the lease cost from increasing. If you need extra space for business data, you may want to consider either cleaning up data or purchasing an external USB hard drive through MyITStore.

The reason is so that you create your directory structure under your user profile. Creating your file directory structure under your profile provides several important benefits to you. If you encounter problems with your computer, you will know all of your data is located under one folder. This greatly simplifies data recovery, if it is possible. In addition, if you need to send your computer to Corporate for repair and/or when your next End of Lease Refresh occurs, there is no guesswork as to where your data is located and our Data Migration Tools will accurately transfer the information.

Yes. There are many policies regarding the use of company owned assets. Please click here to review the Information Systems Security Policy.

Depending on the equipment you currently have, you should be able to connect at least 2 external monitors. Click here for a helpful guide to show you how.