Monitoring & Dispatch Services provide customers the support they require to efficiently monitor and maintain their APC UPS in an affordable manner. (An APC UPS with SmartConnect or Network Card is required)
By combining 24/7 expert monitoring by Schneider Electric Connected Services Hub, with on-site support including required parts, Schneider Electric helps you minimize the chances of downtime. The Monitoring & Dispatch Services provide labor and travel expenses as an upgrade to the parts-only factory warranty, or after the warranty period during eligible years.
Schneider Electric Services will dispatch authorized personnel to provide repairs in the event of an unexpected problem that cannot be solved remotely. Parts, labor and travel costs are included. Next-Business-Day response time is the standard on-site offering.
Customer Responsibilities:
o Download, install and register the EcoStruxure IT Gateway; o Set-up EcoStruxure IT Free and maintain the contact list on the web profile; o Download and install the EcoStruxure IT app; o Select devices to be connected to EcoStruxure Asset Advisor for secure power & cooling and monitored (if required); and o Set and maintain contacts for 24/7 incident notification (available for contact by Schneider Electric). o Prior to order, inform Schneider Electric Services Sales of any special site conditions that could prohibit the successful execution of this standardized service, i.e., security clearance, site access requirements, unions, no truck access, no loading dock, no elevator access, no inside moving equipment available, etc.; Once agreed upon with Schneider Electric Services Sales, acceptable special site conditions must be clearly identified on the customer Purchase Order; o Provide dates and times when the scheduled work can be performed; o Provide Schneider Electric with 5 business days’ notice of any required reschedule; o Facilitate site access for Schneider Electric Services personnel; o Provide a suitable path within the building to relocate the components from the dock to the UPS system location. o Provide a suitable location for the staging of the old components nearby the UPS system location. o If possible, allow the use of customer on site moving equipment, such as, moving dolly, two wheeled truck, pallet jack, etc. o Provide a named resource for scheduling of the services; o Notify Schneider Electric Services personnel of any security clearance and/or safety training and equipment requirements in advance of arrival; o Ensure safety plan is in place prior to intervention; o Provide a point of contact during time of service; o Provide a point of contact at the completion of service to sign off on completed work; o Provide the name of the project manager (if applicable); o Have the parties responsible for operation of the equipment present for basic operator training after the system start-up; o Schneider Electric will make multiple attempts to proactively contact the Customer to schedule maintenance services due. However, it is finally the Customer’s responsibility to ensure all services due are scheduled in advance of contract expiration;
