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3 Phase Products Service Level Agreements; Definition of coverage as relates to the service level agreements offered by SE

Issue:
Service Level Agreements APC/MGE UPS & PDU
 

Product line:
All 3 Phase serviceable UPS/ ancillary equipment
 

Environment:
All 3 Phase serviceable UPS/ ancillary equipment
 

Cause:
Definition of coverages as relates to the service level agreements offered by SE
 
UPS & PDU On-Site Warranty Extension: 
See attached file; MMKE-7RML6T_R3_EN_On-Site Warranty Extension
  • Includes:
    • Labor, Travel, and Parts (Reactive)
    • 24/7 Technical Support
    • 1 Site Inspection Visit
    • 1 set of air filters if applicable
  • Does not Include:
    • Batteries
    • Parts and labor for proactive parts replacement.
 
UPS & PDU Advantage Plus: 
See attached file; ARUO-ACQK4F_R7_EN_Advantage Plus
Includes:
  • 24/7 Technical Support
  • 1 Annual PM Visit
  • Labor at standard Schneider rates
  • Parts at a discounted rate
  • Does not Include:
    • No discount on batteries (internal or external)
 
 
UPS & PDU Advantage Prime: 
See attached file; ARUO-ACQGSD_R7_EN_Advantage Prime
Includes:
  • Labor, and Travel
  • 24/7 Technical Support
  • 1 Annual Preventive Maintenance Visit
  • Parts at a discounted rate
  • Does not Include:
    • Batteries, or battery replacement labor. (Internal or External)
    • Parts and labor for proactive parts replacement.
 
 
UPS & PDU Advantage Ultra: 
See attached file; ARUO-ACQFVH_R6_EN_Advantage Ultra
Includes:
  • Labor, Travel, and Parts (Reactive)
  • 24/7 Technical Support
  • 1 Annual Preventive Maintenance Visit
  • 1 Set of air filters if applicable
  • Does not Include:
    • Batteries, or battery replacement labor. (Internal or External)
    • Parts and labor for proactive parts replacement.
 
 
Upgrades {4HR, 8HR, Next Business Day}
These upgrade coverages will entitle customer to FSR to be onsite accordingly, parts may or may not be available to complete a repair at that time.
 
 No coverage will require a Time and Material Authorization form to be sent to customer detailing the at least the minimum labor hours and any parts required for repair.
 

Resolution:
As per coverage will dictate the course of action provided to customer need.
TSE agent will follow internal protocol to handle the service coverage and necessary actions to process customer requests per SLA.
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