Key takeaways

• ProSecure and Enterprise Shield include temporary desktops and laptops during repairs.
• Off-site repair with pickup and return saves staff time.
• Average repair turnaround is 3 days on ProSecure and 1 day on Enterprise Shield.
• Cloud storage and backups make temporary devices more useful.
• Your engineer advises whether to repair or replace.

Introduction

When a computer breaks, the repair is only half the problem. The other half is the person who cannot work while it is being fixed. A sales manager without a laptop cannot send quotations. An accountant without a desktop cannot close the month. A receptionist without a PC cannot check in guests. Even a quick repair can take days if parts must be ordered, and every day without a working device costs the business time and money.

That is why Raiden (Pvt) Ltd includes two important privileges in its higher AMC plans:

• Provision of temporary equipment until the defects are resolved, for desktop PCs and laptops, on the ProSecure Plan and Enterprise Shield.
• Off-site repair with pickup and return service, also on ProSecure Plan and Enterprise Shield.

Together with fast average repair turnaround times (three business days on ProSecure and one business day on Enterprise Shield), these privileges keep staff productive while their equipment is repaired.

This article explains how temporary equipment and off-site repair work, when they are used, what businesses should prepare, and how they fit into a wider plan for business continuity.

Which plans include these privileges?

Essential Care clients still receive on-site and remote support, and can arrange repairs through Raiden. For businesses where a single failed computer would cause serious disruption, ProSecure Plan or Enterprise Shield is the better choice. Essential Care, ProSecure or Enterprise Shield? Choosing the Right Raiden AMC Plan compares all three plans.

What is temporary equipment?

Temporary equipment is a loan desktop PC or laptop provided by Raiden while the client’s own device is being repaired. It allows the user to keep working with minimal interruption.

Typical uses include:

• A laptop with a failed motherboard that needs a replacement part.
• A desktop with a failed power supply or storage drive.
• A device that must go to the workshop for detailed diagnostics.
• A laptop with a broken screen, keyboard or hinge.

The temporary device is set up so the user can access email, shared files, cloud services and essential applications. The exact setup depends on the client’s systems and is agreed with the dedicated engineer.

How temporary equipment works

1. Report the fault through the helpline, chat, email or ticketing tool.
2. Diagnosis. The engineer diagnoses the problem remotely and, if needed, on site within the plan’s response time.
3. Decision. If the device can be fixed quickly on site, it is repaired there. If it needs parts or workshop repair, the engineer arranges off-site repair.
4. Temporary equipment. A loan desktop or laptop is provided and set up so the user can continue working.
5. Pickup. Raiden collects the faulty device, so staff do not have to carry it to a repair centre.
6. Repair. The device is repaired off site within the plan’s average turnaround time.
7. Return. The repaired device is returned, checked with the user, and the temporary device is collected.

Off-site repair with pickup and return

Some repairs cannot be done at a client’s desk. They need workshop tools, testing equipment, replacement parts or time for detailed diagnostics. Off-site repair with pickup and return means:

• No travel for your staff: Raiden collects and returns the device.
• Proper workshop conditions: repairs are carried out with the right tools and testing.
• Tracked repairs: every device is logged, so you know where it is and when it will return.
• Minimal disruption: combined with temporary equipment, users barely notice the repair.

What about data on the device?

Data is the first concern when a device leaves the office. Good practice includes:

• Backing up important data before the device is collected, where the device is working well enough to do so.
• Saving work to shared or cloud storage, so it is available on the temporary device.
• Confidentiality: as part of every AMC agreement, Raiden prepares and signs confidentiality forms to protect clients’ critical data and assets.
• Data backup and recovery: on Enterprise Shield, data backup and recovery is included for notebooks bought from Raiden (Pvt) Ltd, if feasible depending on the device’s condition and data integrity. Data Backup and Recovery for Businesses: Protecting Your Data Under a Raiden AMC explains data backup in detail.

Repair turnaround times explained

The average repair turnaround time is the typical time taken to repair a device and return it to service:

Turnaround depends on the fault and on parts availability. Common repairs, such as replacing RAM, storage drives or power supplies, are usually quick. Specialist parts, such as certain laptop motherboards or screens, may take longer, which is exactly when temporary equipment is most valuable.

Common repairs handled off site

Business continuity: why it matters

Business continuity means keeping essential work going when something goes wrong. For IT, that means planning for device failures, network outages, power cuts and data loss. Temporary equipment and off-site repair are practical continuity tools for individual users. A wider continuity plan might also include:

• Spare devices for critical roles.
• Cloud email and file storage, so users can work from any device.
• Regular backups of important data.
• UPS units for servers and network equipment.
• A contact list for IT support and key suppliers.

Your dedicated Raiden engineer can help you build a simple continuity plan as part of your AMC.

Who benefits most from temporary equipment?

Preparing your business for smooth repairs

1. Use shared or cloud storage for important files, so they are not stored only on one device.
2. Know your passwords, or use a password manager, so you can sign in on a temporary device.
3. Keep a list of essential software for each role, so loan devices can be prepared quickly.
4. Label devices with asset tags, so pickups and returns are tracked accurately.
5. Report faults early, before a device fails completely.
6. Nominate a contact to coordinate pickups, returns and temporary equipment.

Caring for loan equipment

When using a temporary device:

• Treat it as you would your own equipment.
• Save files to shared or cloud storage, not only to the loan device.
• Do not install unapproved software.
• Return it promptly when your own device is ready, with its charger and any accessories.
• Report any problems with the loan device to the helpdesk.

The real cost of a missing laptop

It is easy to underestimate how much a single broken device costs. Consider a laptop that is out of action for four working days while a part is ordered. During that time, its user may:

• Borrow a colleague’s computer, slowing two people down.
• Postpone client calls, proposals or invoices.
• Lose access to files saved only on the broken laptop.
• Spend hours finding a repair shop and arranging transport.
• Work late to catch up once the device returns.

For a senior or customer-facing employee, the lost time and missed opportunities can easily cost more than the repair itself. Temporary equipment removes most of this cost, because the user keeps working from the first day. Pickup and return removes another hidden cost: the time staff would otherwise spend travelling to and from repair shops, often during working hours.

What a temporary device typically includes

The exact setup is agreed with your dedicated engineer, depending on your systems and licences.

Repair or replace?

Sometimes repair is not the best option. If a device is old, repeatedly failing or would cost more to repair than it is worth, your dedicated engineer may recommend replacement. Raiden is an authorised reseller for HP, Dell, Lenovo and other leading brands, and AMC clients receive special discounts on new supply orders, so replacement can be arranged quickly. Raiden also offers discounted warranty extension packs for PCs and notebooks under all AMC plans, which can reduce future repair costs (see Extended Warranties, Genuine Software Licences and Supply Discounts with a Raiden AMC).

Repairs under manufacturer warranty

Many business computers are still under manufacturer warranty when they fail. Warranty repairs can be very good value, but they often involve waiting for the manufacturer’s service process, couriers and parts. As an authorised reseller, Raiden can help clients understand and use their warranty, while temporary equipment keeps users working in the meantime. For devices outside warranty, Raiden’s engineers diagnose and repair the fault directly or recommend replacement.

Security when devices leave the office

Laptops and desktops often contain confidential information: customer records, financial data, emails and passwords. Before a device leaves for repair, businesses should consider:

• Encryption: modern operating systems can encrypt the whole drive, protecting data if a device is lost.
• Sign-out: sign out of sensitive applications where possible.
• Records: log which device was collected, by whom and when.
• Confidentiality: Raiden signs confidentiality forms as part of every AMC agreement.

When a device cannot be repaired and must be disposed of, its storage should be securely wiped or destroyed so data cannot be recovered by others.

Temporary equipment for servers and network devices

The temporary equipment privilege applies to desktop PCs and laptops. Servers, switches, routers and other network devices need a different approach, because they are shared by many users. For these, Raiden engineers focus on rapid on-site response, replacement parts and, where appropriate, recommending spare units or redundant equipment for critical systems. Your dedicated engineer can advise on spares for your most important network devices as part of continuity planning.

Tracking devices in and out

Good tracking prevents confusion when several devices are in repair at once. Each pickup should record the device’s asset tag, serial number, user, fault description and accessories collected, such as chargers or docking stations. When the device returns, the user should confirm that it works correctly and that all accessories are present, and the loan device should be checked in. Raiden’s ticketing tool keeps a record of each repair from start to finish.

An example in practice

The following example is illustrative and does not describe a real client.

A travel agency with 20 staff relies on laptops for bookings, payments and client communication. During the peak holiday season, the senior consultant’s laptop stopped charging, and the cause was a fault on the motherboard.

Under its ProSecure Plan, the agency reported the fault through the ticketing tool. A Raiden engineer arrived within four hours, confirmed that the laptop needed workshop repair, and set up a temporary laptop with the consultant’s email and booking system. The faulty laptop was collected, repaired and returned within the plan’s turnaround time. The consultant continued working throughout, and no bookings were lost.

Frequently asked questions

Which plans include temporary equipment?

ProSecure Plan and Enterprise Shield, for desktop PCs and laptops.

Do I have to bring my device to Raiden for repair?

No. On ProSecure Plan and Enterprise Shield, Raiden provides off-site repair with pickup and return.

How long do repairs take?

Average repair turnaround is five business days on Essential Care, three on ProSecure Plan and one on Enterprise Shield. Turnaround depends on the fault and parts availability.

Is temporary equipment available for servers or printers?

The temporary equipment privilege applies to desktop PCs and laptops. Your engineer can advise on continuity options for servers, network devices and printers.

What happens to my data during repair?

Raiden signs confidentiality forms as part of every AMC. Save important data to shared or cloud storage, and on Enterprise Shield, data backup and recovery is available for notebooks bought from Raiden, where feasible.

Will the temporary device have my files and email?

It is set up so you can access email, shared files and cloud storage, plus essential applications where licences allow. Files saved only on the broken device may not be available until it is repaired, which is why shared or cloud storage is recommended.

Can Essential Care clients get off-site repairs?

Yes, repairs can be arranged through Raiden. Pickup and return and temporary equipment, however, are privileges of ProSecure Plan and Enterprise Shield.

How are devices tracked during repair?

Each repair is logged in Raiden’s ticketing system with the device details, fault and accessories collected, so you always know its status. Your dedicated engineer or the helpdesk can give you an update at any time, and the user confirms that the device works correctly when it is returned.

What if my device is not worth repairing?

Your engineer will advise you. AMC clients receive special discounts on new supply orders from Raiden, an authorised reseller for leading brands.

Conclusion

A broken device does not have to mean a lost day. With temporary desktops and laptops, off-site repair with pickup and return, and repair turnaround as fast as one business day, Raiden’s ProSecure Plan and Enterprise Shield keep your people working while their equipment is repaired.

Combined with good habits, such as cloud storage, backups and early fault reporting, these privileges form a practical, everyday business continuity plan.

Want to keep your staff working during IT repairs? Contact Raiden (Pvt) Ltd on +94 70 724 9800 or [email protected] to discuss ProSecure Plan and Enterprise Shield.

Keep your team working

Related reading

• What Is an IT Annual Maintenance Contract (AMC)? A Complete Guide for Businesses
• Essential Care, ProSecure or Enterprise Shield? Choosing the Right Raiden AMC Plan
• IT Support Response Times Explained: 24/7 Helpdesk, 4-Hour On-Site and Next-Day Support
• Your Dedicated IT Engineer: Unlimited Helpdesk, Remote and On-Site Support with a Raiden AMC
• Preventive IT Maintenance: What Happens During an AMC Service Visit
• Data Backup and Recovery for Businesses: Protecting Your Data Under a Raiden AMC
• Extended Warranties, Genuine Software Licences and Supply Discounts with a Raiden AMC
• How Much Will Managed IT Support Cost? 12 Questions to Ask Before You Sign an IT AMC
• Computer Processors (CPUs) in 2026: AI PCs, NPUs, Hybrid Cores and How to Choose the Right CPU

Sources

• Raiden (Pvt) Ltd, "Annual Maintenance Contract" booklet (AMC package table, privileges and notes): https://raiden.lk/amc
• Raiden (Pvt) Ltd, extended warranty packs: https://raiden.lk/extendedwarranty
• Raiden (Pvt) Ltd company profile: https://www.raiden.lk