Sevices related to UPSs

Eduard Lucian BODOR

Data Centre Business Development
Manager for Central and Eastern Europe

All content in this presentation is protected 2008 American Power Conversion Corporation

Extended Warranty
Available for 1 ph UPSs
An extension of coverage beyond the original
factory warranty

All content in this presentation is protected 2008 American Power Conversion Corporation

Extended Warranties Overview

An extension of coverage beyond the original factory
warranty

Provides end-user with 7X24 Technical support including product specific support representatives available to
answer all questions and concerns.
Extended Warranty features repair or replacement of your unit including the battery.
Critical component of the Operate phase of the lifecycle, provides fixed costs with no unexpected expenses.

APC by Schneider Electric

Name Date

Extended Warranty Applications

Available for Back UPS, Smart UPS, Symmetra, InfraStruXure, ARU, ADU,
NetworkAIR PA, DC Systems and External Batteries

Cooling solutions

UPS Systems

Back UPS
Smart UPS
Matrix
Symmetra
External Battery Systems

Condensers
Rack Air
Removal Units
Rack Air Distribution
Units

DC systems
Rectifier subsystems
Integrated power systems
Large power systems
External battery systems

APC by Schneider Electric

Name Date

Extended Warranty Features and Benefits

Replacement parts

Fixed costs

No hidden or additional costs for

parts replacement

For budget considerations, no unexpected

expenses
Replacement
Parts

Cross
Shipment
Available

Fixed
Costs

Over 30 parts depots

worldwide
Density of coverage offers rapid
delivery of parts

Free
Overnight
Shipping
Standard

Extended
Warranty

Online
Registration

Over 30
Part Depots
Worldwide

7x24
Technical
Support

Online registration
Ensures accurate records for faster
service

APC by Schneider Electric

Name Date

Cross shipment
available
No need to wait until we have
received your damaged part
before you receive your
replacement part

Extended Warranty Deliverables

Provide customer telephone support
7X24 customer tech support

Warranty Entitlement
Service certificate will be provided via email

Extended Warranty Redemption

Provides repair or replacement of product, including the battery

Replacement Parts
Replacement parts will be shipped out Next Business day and
provide a pre-paid shipping label

APC by Schneider Electric

Name Date

What are Extended Warranties?

Two types of Extended Warranties
Service Pack
Non-Service Pack

Each offers the same service and benefits to the customer, but uses a different
delivery mechanism for the entitlement
Service Pack Extended Warranty
A physical product that represents a service
Stocked and sold just as a UPS would be sold
1 or 3 years of coverage beyond the factory warranty

Non-Physical Extended Warranties

Non-physical product
Ordered on a drop ship P.O.
1 or 3 years of coverage beyond the factory warranty
APC by Schneider Electric

Name Date

What are the benefits to customer?

Features

Benefits

One or Three Years of additional

product failure coverage

Provides peace of mind and complete factory warranty protection for up to

six years.

Dedicated 24 X 7 Customer Service

Support with Toll Free Call-in
Telephone Number

Extended Warranty customers are provided with a dedicated toll free

number and priority call handling. Calls are handled 24hours a day, 7
days a week by call center professionals.

Next Business Day Shipment

Extended Warranty customers receive upgraded shipping status, which

means, next day shipment of the replacement UPS, battery, or parts.
APC evens pays the return shipping for the used UPS or battery.

Service Warranty Certificate

E-mail Service Entitlement Certificate provides a detailed record of the

service registration, along with the service expiration date.

Warranty Duration Options

The One Year protection option offers the lowest cost solution, while the
Three Year option offers the best value solution.

APC by Schneider Electric

Name Date

End
d of Service Support

Services for entire life of the UPS

APC by Schneider Electric

Name Date

End of Service Support

Next Ge
en End of Service Support

Services for entire life of the UPS

APC by Schneider Electric

Name Date

Services for entire life of the UPS

Next Gen 2/3yr Factory Warranty

3yr Warranty Renewal

1yr
Warranty
Renewal

1yr SP War Ext

(covers the 3rd yr of the
battery)

1yr
Warranty
Renewal

1yr
Warranty
Renewal

1yr
Warranty
Renewal

3yr Service Pack Warranty Extension

rd

(covers the 3 yr of the battery)

NBD Onsite Up Grade

Advantage Plan

End of Service Support

Assy/
Start-Up

En
nd of Warranty Renewal

>5kVA Smart-UPS Service Support

Response Time Upgrades

Typical 1st Battery

Replacement

Typical 2nd Battery

Replacement

10 Years of Service Support

00
APC by Schneider Electric

01

02

03

04

05

06
Years

Name Date

07

08

09

10

Advantage Plans
Available for 3 ph UPSs
An extension of coverage beyond the original
factory warranty

All content in this presentation is protected 2008 American Power Conversion Corporation

UPS (1/2)
Application

Availability of electrical power

Adaptability of electrical power
Performance of electrical power

Causes of
failure

Due to Environment: Temperature, Humidity, Dust, Load

rate, load type
Due to Component life duration
Due to UPS life duration

Product lists
APC by Schneider Electric

Name Date

3PH UPS
STS

UPS (2/2)
Routine maintenance is key to UPS availability and

Why service?

reliable operation
Regular inspections help ensure safety and regulatory
compliance
On-site emergency support enhances mean time to
recovery

Preventive
Maintenance

UPS Advantage Plans

Stand-Alone
service

APC by Schneider Electric

Name Date

Engineering Studies
Installation services
Extended warranties
Remote Monitoring services
Battery replacement services

Services for entire life of the UPS

APC by Schneider Electric

Name Date

Services for entire life of the UPS

Recommended Symmetra PX Service Lifecycle

Response Time Upgrades

Battery
Replacement

Battery
Replacement

Fan
Replacement

Fan
Replacement

Assy/
Start-Up

Advantage Plan
1YR
Factory
Warranty

On Site Warranty Extension

Service (1 or 2YR)

00
APC by Schneider Electric

01
Name Date

02

03

04

05

06
Years

07

08

09

10

Objectives
After reviewing this presentation you will be able to:
Understand key service deliverables
Understand service sales potential
Understand customer value proposition
Understand how to overcome objections and complete
the sale

APC by Schneider Electric

Name Date

Overview
The Advantage Plan is a comprehensive service offer designed to provide customers
with best-in-class service at a predictable and cost effective price
The Advantage Plan permits the customer to choose the plan best suited to his unique
needs, according to the degree of site criticality, physical infrastructure architecture
and budgetary constraints
Customer can choose between Advantage Plus, Advantage Prime and Advantage
Ultra Plans
All plans include proactive maintenance services designed to increase uptime by
preventing problems before they occur
Any plan can be customized by adding options or upgrades

APC by Schneider Electric

Name Date

Overview
ALL Advantage Plans are comprehensive package of services consisting of
Preventive Maintenance
Guaranteed Next Business Day onsite response
Upgrades to faster response available in many locations

Technical Support
Remote Monitoring Service*
Priority access to the supply chain
* RMS not available in all regions

The difference between Advantage Plus,

Prime & Ultra is with Parts, Labor & Travel
Needs Assessment
APC by Schneider Electric

Name Date

Overview
A comprehensive package of services that includes:
Package

Advantage
Plus

Advantage Prime

Advantage Ultra

Discounted
rates

Discounted rates

All included!

Standard
rates

All included!

All included!

Tech Support
Annual Preventive Maintenance
Visit
Guaranteed Next Business Day
Onsite Response*
Remote Monitoring Service**
Priority Access to the Supply
Chain
Parts***
Labor & Travel

Upgrades to 8 Hour or 4 Hour onsite response time and upgrade to 24x7 Preventive Maintenance Service may be selected where available.
** RMS not available in all regions or on all products. See your Service Sales Rep for details.
*** Batteries not included.
APC by Schneider Electric

Name Date

Identify the Opportunity

Questions for customer:
What are your resources on-site to professionally and proactively service the
equipment?

A maintenance contract will free your team up to focus on core

competencies
How important is your systems availability?

The Advantage Plan is a comprehensive service contract that is both

proactive in preventing many problems from occurring and reactive in
providing the quickest possible response to those that do occur
What would be the cost of system downtime?

Depending on your industry an hour of downtime can result in over $2

million in lost revenue. Excessive downtime can cost you personally your
reputation or even your job

APC by Schneider Electric

Name Date

Build Value
The Advantage Plan provides you with peace of mind!
Servicing critical power and cooling applications is probably not your core competency.
Youll rest assured the equipment is being serviced by highly skilled engineers trained by
the manufacturer
You know your equipment is receiving the care it needs to
Operate at optimal performance
Prevent problems before they occur
Minimize downtime
Maximize your investment by prolonging its life
A highly trained field service engineer will advise you on
system and service issues throughout the lifecycle of your
equipment

APC by Schneider Electric

Name Date

Build Value:
Schneider Electric Field Service Engineers
What a FSE should have:
Right tools and instruments
Including specific measurement tools
Right knowledge about specific product
Right software for specific product

Service Delivery
Service performed by authorized factory trained
field service engineers
Access to engineers who designed the products for quicker
diagnosis
Rapid deployment of factory-certified parts
Rapid Deployment Centers (RDCs) located nationwide

Emergency service
Engineering revisions and firmware upgrades

APC by Schneider Electric

Name Date

Build Value:
Schneider Electric Field Service Engineers
Tech Support
We offer 7x24 tech support direct from the manufacturer
who fully understands the product

Safety Compliance
Winner of 26 Occupational Excellence Awards from
the National Safety Council!
All Field Service Engineers (FSEs) are trained and
equipped with Personal Protection Equipment (PPE) in
compliance with NFPA70e-2009 Arc Flash Safety
recommendations
Mandatory audits to ensure compliance

Extensive safety training program that tracks & holds

FSEs accountable
Monthly required safety training
Weekly safety calls with District Service Manager

APC by Schneider Electric

Name Date

Present the Solution: Benefits

Features

Benefits

Proactive preventive
maintenance

Assures optimal system performance and minimal downtime

Quick onsite response

Assures system will be diagnosed and repaired to manufacturers specifications

quickly by highly trained engineers

Technical support

Provides quick support to address system issues in a timely and efficient

manner

Remote monitoring service

Enables you to diagnose and respond to problems before they become critical,
minimizes the strain on internal resources, and enables IT and facilities
managers to meet availability objectives.

Factory trained field service

engineers

Frees you to focus on other issues, provides peace of mind, saves time and
money, protects your investment

Parts*/Labor/Travel

All included with Advantage Ultra so there are never any additional expenses.
Discounted parts* with Advantage Plus and Advantage Prime. Labor included
with Advantage Prime.

* Batteries not considered as parts and not included.

APC by Schneider Electric

Name Date

Present the Solution:

Capabilities and Focus
Industry experienced professionals
Advantage Plan is delivered by a global network of highly skilled Field Service
Engineers who have the highest level of product knowledge
Trained by the people who develop the products
Duel competencies in power and cooling

Capabilities
Annual

inspection, cleaning & system verification

Onsite diagnostics, repair and testing
Real-time remote monitoring, recommended action,
system reports
Priority access to the supply chain for quick access to parts

Focus
Proactive,

preventive maintenance
Quick reactive response to get you up and running quickly
Real time monitoring and reports on status of your system
APC by Schneider Electric

Name Date

Product Messaging
Advantage Plans are hassle-free service
packages designed to improve system
uptime at a predictable cost

The Advantage Plan provides you with

peace of mind in knowing your system will
receive the care it needs to operate
efficiently with minimal downtime

APC by Schneider Electric

Name Date

The Advantage Plan is part of a suite of

services offered by Schneider Electric CPCS to
help you OPERATE your mission critical
applications

Handle Objections
I have people on staff who can service the equipment
SE certified Field Service Engineers are trained by the people who develop the
product to understand the equipment inside out
Trained to prevent problems from occurring
Superior knowledge and access to the product developers means quicker diagnostics and repair

Advantage Plan provides priority access to fully tested, factory certified parts, firmware
and software upgrades
I use a third-party for all my service needs.
Schneider Electric FSEs adhere to the highest safety standards
We have quicker access to parts when required
Third parties do not provide engineering revisions and firmware upgrades

APC by Schneider Electric

Name Date

Handle Objections
Why should I buy a service plan when your equipment is known to be very reliable?
Our systems are reliable but even so availability may be impacted by unpredictable
random events like environmental changes or overload and identifiable events like
human error, wearing parts or end of battery life.
The Advantage Plan responds to both kinds of events with proactive maintenance and
a quick onsite response should a problem occur.

APC by Schneider Electric

Name Date

Handle Objections
Why cant I just renew my On Site Service?
In order to offer our customer more flexible options we are discontinuing On Site service and
replacing it with the Advantage Plans
Advantage Plans are flexible plans which allow customers to choose services a la carte
Advantage Plans can be customized to their needs and budget

Why is it so expensive compared to On Site Service?

The options available with Advantage Plan afford the customer the ability to choose their own
price
Customer can chose from 3 basic plans
Starting with the basic plan the customer can adapt it to obtain the service level he needs and the price he
requires
Customer selects the options he needs based on the criticality and age of the unit

APC by Schneider Electric

Options to upgrade scheduling time and response time

Various options for including or discounting parts, labor and travel

Name Date

Handle Objections
I cant afford it. I spent my entire budget on the equipment.
You cant afford not to provide proper service for your system!
Proper service protects your investment and prolongs the
life of your equipment
By providing the proactive service and remote
monitoring that your system needs to run efficiently
you will save money
By eliminating costly repairs
By avoiding the cost of loss data and lost
productivity
Advantage Ultra is a full service contract that includes
everything even parts, labor and travel- so you wont
have unexpected charges for service calls impacting your
budget

APC by Schneider Electric

Name Date

Symmetra PX 250/500kW Overview

What makes this product so special?
Worldwide compatibility
All configurations come with min runtimes
Ultra-High Efficiency Power Module
Dual Mains Input/Output
Second power source supplies power if one source fails

Maintenance Bypass with Distribution

Built-in Static Bypass Switch
Hot swappable, continuous duty

Redundant Intelligence Module

*Includes a comprehensive parts, labor,

travel warranty that begins at start up
and covers failed batteries.

Provides increased availability

Premium Line-Up / Remote External Battery Enclosure

Remote battery solutions = Flexibility

*N + 1 Redundancy in a Single Footprint!

APC by Schneider Electric

Name Date

What are the services available for

Symmetra PX 250/500?
Installation Services

Start Up and Assembly Included

Scheduled Services

Preventive Maintenance

Service Contracts

Onsite Warranty Extension

Advantage Plus, Advantage Prime,
Advantage Ultra

Upgrades*

Upgrades to On Site response time

Additional Preventive Maintenance Visits

*Can be applied to Factory Warranty or any Service Contract

APC by Schneider Electric

Name Date

Installation Services
Important! Startup and Assembly service are both included with
the product sale
Features
Symmetra PX250/500kW is fully configured on site by company certified field
service personnel
System is started up properly according to company specifications

Benefits
Full Factory Warranty coverage
Reduced risk of failure, increased reliability and availability
Ensures employee safety
Increased customer satisfaction
Establishes ongoing relationship with company & FSE as trusted advisor
*Note: If Startup is not performed by Schneider Electric CPCS personnel only parts are covered
in the Factory Warranty.
APC by Schneider Electric

Name Date

On-Site Warranty Extension

Features
An extension of the Factory Warranty, sold at time of product sale
Dispatch Field Service Engineers onsite to isolate and correct problems
Response time upgrades to meet customers needs and budget
Includes parts, labor & travel*
Inspection Visit with Maintenance Report
One or two year contract, not renewable

Benefits

Problem is diagnosed & repaired quickly

Minimizes downtime
Brings customers business back up
and running quickly

* Parts do not include batteries

APC by Schneider Electric

Name Date

Preventive Maintenance Visit

Features
System examination to ensure optimal performance
Proper care through scheduled maintenance visits
System cleaning, environmental inspection, consumable replacement,
corrective maintenance

Benefits

Increases reliability and availability

Helps avoid unnecessary downtime
Prevents problems before they occur
Extends the life of the hardware
Saves time and money

APC by Schneider Electric

Name Date

Advantage Plans
Features
Full-service plans that ensure hassle-free
maintenance and remedial onsite response

Tech support, preventive maintenance, on-site service,

remote monitoring

Ensures equipment receives the care it needs to

operate most efficiently
A customized package to meet customer-specific
needs and budget

Advantage Ultra
Plan

Advantage Prime
Plan

Benefits
Heads off potential problems
Takes the guess work out of budgeting for service
Offers customers peace of mind

Advantage Plus
Plan

Advantage Plans may only be sold Direct or by

certified Service Sales Partners
APC by Schneider Electric

Name Date

Advantage Plans
Comprehensive packages of services that include:
Package

Advantage
Plus

Advantage
Prime

Advantage Ultra

Discounted
rates

Discounted rates

All included!

Standard rates

All included!

All included!

Upgrade to 8 Hr or 4 Hr Onsite Response

Available

Available

Available

Additional Preventive Maintenance Visits

Available

Available

Available

Tech Support
Annual Preventive Maintenance Visit
On-Site Service with Guaranteed Next
Business Day Response*
Remote Monitoring Service
Priority Access to the Supply Chain
Parts **

Labor & Travel

*Upgrades to Onsite response time and upgrade to 7x24 Preventive Maintenance Service may be sold where available **
Replacement batteries not included
APC by Schneider Electric

Name Date

Build Value: Present the Benefits of Buying

Service From SE
Global network of Factory Certified Field Engineers with
highest level of systems knowledge
Very highly skilled Field Service network, trained directly by the people
who develop the products!

This results in
Accurate troubleshooting
Minimal downtime
Shorter time to repair

Comprehensive service offering

customized to specific needs
and budget at any point
in the lifecycle of the system

R&D
SE
Certified
Field
Third Party
Engineers
Service
Providers OEM
Un-trained
Customer

Competency Pyramid
APC by Schneider Electric

Name Date

Time for Test

All content in this presentation is protected 2008 American Power Conversion Corporation