Rely-IQ Help Center
Get clear answers about Rely-IQ, employee device onboarding, offboarding and recovery, Managed IT Services, logistics, device lifecycle management, the Workforce Operations Platform, and how our services work.
Whether you’re evaluating Rely-IQ or already working with us, use the FAQ Library to understand what’s included, how common situations are handled, and where Rely-IQ fits within your organization.
Getting Started with Rely-IQ
Rely-IQ is a technology company combining a Workforce Operations Platform with managed services. Rely-IQ helps organizations coordinate the operational work surrounding company-issued employee technology, including onboarding, delivery, logistics, Managed IT Services, replacement, recovery, and Device Lifecycle Management.
The platform helps make employee device activity, ownership, exceptions, and next actions visible, while the Rely-IQ team helps coordinate the approved work required to move those activities forward.
Workforce Operations are the coordinated activities surrounding company-issued employee technology as employees join, work, change roles or locations, need support or replacement equipment, and leave the organization.
This may include employee information, device requirements, delivery, logistics, Managed IT Services, communication, ownership, exceptions, recovery, and lifecycle activity.
The Rely-IQ Workforce Operations Platform connects the technology, people, processes, and managed services involved in employee device operations.
It helps organizations coordinate activities such as onboarding, support, logistics, replacement, recovery, inventory, device care, and employee readiness through one connected operating approach.
Traditional device management software typically focuses on tracking, configuring, monitoring, or securing devices.
Rely-IQ addresses the operational work surrounding those devices, including preparation, delivery, employee communication, support, replacement, recovery, inspection, lifecycle decisions, and coordination across internal teams and service providers.
No. Rely-IQ is designed to work alongside internal IT, security teams, application owners, existing managed service providers, vendors, carriers, and current business systems.
Those teams and providers can continue to own infrastructure, identity, access, security, applications, device standards, advanced technical decisions, and other responsibilities outside the approved Rely-IQ service scope.
Rely-IQ services can be selected individually or combined into a broader Workforce Operations model. An organization may begin with one or two services that address its most immediate operational needs and expand the relationship as those needs evolve.
The right starting point depends on the organization’s employee device operations, internal resources, existing providers, and approved service scope.
Rely-IQ is a strong fit for growing and distributed organizations that need a more consistent way to manage employee device operations across HR, IT, Operations, Finance, employees, locations, and service providers.
The core customer profile is an organization with 50 to 500 employees. Rely-IQ’s model is designed to scale and can support organizations with 2,500 or more employees.
Rely-IQ is especially relevant for organizations experiencing:
The strongest fit is usually an organization that does not want another self-managed tool, but instead needs a managed partner to help coordinate the operational work surrounding employee devices.
Rely-IQ can support organizations across industries where employee device operations span multiple people, locations, and providers. Strong-fit environments include construction and field services, professional services, healthcare, SaaS and technology companies, and other distributed or remote workforces.
Employee Device Onboarding
Employee Device Onboarding is the coordinated work required to connect an approved new employee with the company-issued technology, preparation, destination, delivery, communication, and support included in the organization’s Rely-IQ service scope.
The goal is to ensure the employee has everything they need before their first day.
To begin the employee device onboarding process, Rely-IQ typically needs the following information:
This information can be provided to Rely-IQ in one of two ways. For organizations with an HRIS integration, new hire information can flow into the Rely-IQ platform automatically when a new employee is added. For organizations without an integration, an authorized company manager can submit this information manually through the Rely-IQ dashboard.
Yes. Rely-IQ can procure devices from any manufacturer on the customer’s behalf. Because of Rely-IQ’s buying power, customers typically benefit from pricing that can be as much as 20% lower than what most organizations are able to secure on their own.
Rely-IQ can procure any type of device, including laptops, desktops, tablets, mobile phones, monitors, meeting cameras, headsets, and more. Customers who already own devices and prefer to manage their own procurement can also do so, with Rely-IQ handling the management, logistics, and lifecycle work around those devices.
Devices can be purchased outright or leased, depending on the organization’s preference.
As part of the customer onboarding process, organizations share their device specifications with Rely-IQ. Those devices are then loaded into the Rely-IQ dashboard, where authorized users can select from them, bundle them with accessories or branded merchandise, and save custom bundles for future use. This means that once a bundle is configured, placing future orders is fast and consistent without needing to start from scratch each time.
Yes, where included in the approved service scope. Rely-IQ can help coordinate device preparation and configuration based on the employee’s approved role, requirements, destination, and organizational standards.
The exact configuration performed depends on the customer’s technical requirements and service scope.
Yes. Rely-IQ can coordinate approved employee information, device requirements, destinations, delivery, communication, confirmation, and support for office, remote, hybrid, field-based, and distributed employees.
Supported destinations and delivery options depend on the approved service area, organization requirements, device availability, carrier capabilities, and service scope.
Rely-IQ can help connect an approved address or location change with the employee, assigned device, shipment activity, employee communication, ownership, and next required action.
Available redirects or shipping changes depend on timing, organizational approval, carrier capabilities, and the approved service scope.
Yes. Rely-IQ can include computer hardware and accessories alongside any employee device shipment. This may include items such as mice, keyboards, monitors, headsets, charging cables, cases, webcams, and other accessories the organization chooses to provide its employees.
Accessories can be selected at the time of the onboarding request or pre-configured as part of the organization’s standard device bundle.
For organizations that prefer a fully managed approach, Rely-IQ can procure and warehouse accessories on the customer’s behalf, just as we do with devices. Organizations that prefer to manage their own procurement can supply accessories directly and Rely-IQ will handle the rest. As long as an item can be shipped, Rely-IQ can include it.
Not automatically. Rely-IQ works alongside the internal teams and providers responsible for identity, access, applications, infrastructure, and security.
Those responsibilities remain with the appropriate authorized teams unless a specific approved service scope says otherwise.
New Hire & Team Swag Kits
Yes. New Hire & Team Swag Kits may be coordinated as an additional service for new employees, teams, remote workforces, company events, employee recognition programs, or other approved initiatives.
This service is separate from the core employee device services.
Almost anything. Rely-IQ’s branded merchandise service is highly flexible, and the contents of a welcome kit are entirely up to the organization. Common items include branded apparel, drinkware, notebooks, bags, tech accessories, and other company-branded goods, but the options extend well beyond these examples.
Organizations can also create different kits for different roles or levels. An entry-level employee might receive a standard welcome kit, while a senior executive might receive something more premium and personalized. The kit contents can be tailored to reflect the occasion, the recipient, and the company’s brand standards.
Items can be personalized in any way the organization chooses, including with individual employee names. That said, most organizations opt for company-branded items rather than employee-specific personalization.
There is no standard catalog. When a new merchandise customer is onboarded, they work directly with a Rely-IQ merch specialist who helps them select the items that best suit their welcome kits, recognition programs, team initiatives, or other gifting needs.
To get started, contact Rely-IQ and we will connect you with a merch specialist who will guide you through the process.
New Hire & Team Swag Kits are a separately priced service and are not automatically included with Employee Device Onboarding. They may be added for new hires, employee recognition, team initiatives, events, or other approved programs.
Managed IT Services
Managed IT Services give employees a structured way to request technology help and give organizations a consistent process for assessing, tracking, communicating, routing, escalating, and resolving those requests. Rely-IQ’s support model spans Tier 1 through Tier 3 IT support and cybersecurity services, with Tier 1 serving as the employee-facing starting point for most requests.
Tier 1 IT Support is the employee-facing starting point for approved technology questions and support requests.
Managed IT Services is the broader support path. It may include initial assistance, request tracking, employee communication, escalation, managed handoffs, vendor coordination, device actions, and follow-through toward the appropriate support outcome.
Rely-IQ Tier 1 IT Support provides remote assistance for common, repeatable end-user technology issues with established resolution steps. It is intended for lower-complexity issues that generally affect an individual employee and do not require elevated administrative access.
Common Tier 1 requests may include password resets, MFA assistance, basic VPN login support, email and Outlook setup, printer and peripheral configuration, Wi-Fi connection assistance, approved software installation, browser troubleshooting, basic desktop-performance issues, and shared-drive mapping.
The exact support services available to employees depend on the organization’s Managed IT Services agreement.
No. The SLA explicitly states that not all contracts include all support tiers. The signed agreement defines whether Tier 1, Tier 2, Tier 3, extended coverage, and other support responsibilities are included.
Employees can contact Rely-IQ for technology support when their organization includes employee support within its Managed IT Services agreement.
Tier 1 IT Support covers common, well-documented end-user issues that can typically be addressed remotely without elevated administrative access. Examples may include:
Issues that require greater technical expertise, elevated permissions, infrastructure access, advanced security support, or vendor involvement can move to Tier 2 or Tier 3 when those support levels are included in the organization’s Rely-IQ agreement.
Standard support coverage is Monday through Friday, 7:30 AM–5:30 PM Eastern Time, excluding observed holidays. Contracted 24/7/365 support is also available under specific agreements
Yes. 24/7/365 coverage, including weekends and holidays, may be included under specific contracts and must be defined in the signed agreement.
The SLA establishes a response target of within one business hour during standard coverage, or within one hour at any time when 24/7/365 coverage is contracted.
The documented resolution target is within eight business hours during standard coverage, or within eight hours when 24/7/365 coverage is contracted. More complex issues may take longer depending on scope, technical complexity, and vendor involvement.
Issues outside Tier 1 can be escalated to Tier 2. Tier 2 handles more complex system and application issues requiring greater technical expertise, elevated permissions, or extended troubleshooting. Issues requiring infrastructure repair, advanced security support, or vendor-level intervention can escalate to Tier 3 when those levels are included in the customer’s contract.
Yes, depending on the customer’s Managed IT Services agreement. Tier 2 may cover more complex systems and application support, while Tier 3 may cover infrastructure, advanced technical issues, security incidents, cloud-service outages, and vendor coordination. Not every agreement includes every support tier.
Not automatically. Rely-IQ Managed IT Services are designed to complement internal IT and existing technology providers.
Internal IT, security teams, application owners, and other authorized providers may continue to own cybersecurity, identities and permissions, infrastructure, cloud environments, advanced technical administration, and other responsibilities outside Rely-IQ’s approved scope.
Rely-IQ primarily focuses on company-issued employee technology. Existing Rely-IQ materials specifically state that home internet and personal devices are not automatically part of the service unless a specific approved scope provides otherwise.
Shipping & Multi-Location Logistics
Rely-IQ can help coordinate device delivery to approved supported destinations.
Depending on the organization and service scope, those destinations may include offices, employee homes, branches, regional locations, coworking environments, project locations, customer sites, and other supported work environments.
Available delivery options depend on the approved service area, device availability, organizational requirements, and carrier or provider capabilities.
Yes. Rely-IQ’s logistics model includes visibility into shipment activity, destinations, status, ownership, delivery or return progress, exceptions, and next actions where included.
Rely-IQ can help coordinate an approved destination change and keep the employee, device, shipment activity, communication, ownership, and next action connected.
Whether a shipment can actually be redirected depends on timing and carrier or provider capabilities.
Employee Device Offboarding & Recovery
Employee Device Offboarding & Recovery is the coordinated process of identifying equipment assigned to a departing or transitioning employee, communicating return requirements, arranging and tracking the return, confirming receipt, documenting the device’s status, and moving the equipment toward its next lifecycle stage.
Recovery should begin as soon as the organization confirms a departure, role change, relocation, contractor completion, or other event requiring equipment to be returned.
Starting early gives teams more time to verify assigned equipment, communicate expectations, coordinate the return method, and address exceptions before equipment becomes overdue.
The recovery process may require:
Rely-IQ can use available customer records and approved information sources to help verify the equipment involved.
Yes. Rely-IQ can help coordinate device recovery across offices, employee homes, hybrid work environments, branches, field locations, and distributed workforces.
The return method may change by location, but the recovery process can remain visible and accountable.
Rely-IQ’s current operating model treats recovery as complete when the device reaches its documented next accountable status—not simply when return instructions are sent.
That may include confirmed receipt followed by an approved next lifecycle action.
Device Lifecycle Management
Device Lifecycle Management is the coordinated process of managing employee devices from planning and preparation through deployment, active support, replacement, recovery, redeployment, and retirement.
It connects the employee, assigned device, current status, ownership, and next required action as circumstances change.
Rely-IQ can support employee devices through stages that include:
Services may work together across the lifecycle or begin with the stages creating the greatest operational pressure.
Yes. Rely-IQ can help connect the employee, assigned device, reported issue, current work environment, support activity, approved replacement decision, destination, delivery, assignment update, and action required for the previous device.
The exact replacement path depends on organizational approval, device availability, service scope, and supported logistics.
Yes, when the device is approved for reuse. Device Lifecycle Management can connect recovered equipment with the review, preparation, assignment, and next-stage activity required before redeployment.
The organization’s approved technical and lifecycle standards determine whether a specific device is suitable for reuse.
Platform Visibility & Account Access
Rely-IQ materials indicate that Platform Visibility may connect information such as:
The final Help Center answer should be updated once the production Platform fields and dashboards are confirmed.
Integrations & Existing Systems
Yes. Rely-IQ is designed to work alongside existing HR, IT, device-management, asset-management, identity, security, logistics, and provider environments.
Available integrations, triggers, workflows, information-sharing methods, and responsibilities depend on system capabilities, technical access, security approval, provider cooperation, and the approved implementation scope.
Documents & Downloads
Find available PDFs, instructions, forms, guides, and reference materials provided by Rely-IQ.
Not every question can be answered with a FAQ or document.
If you need additional information or are unsure what to do next, contact Rely-IQ and tell us what you need help with.
We can help direct you to the appropriate information, service, or support path.
