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

UPS Systems Cooling solutions

Back UPS Condensers
Smart UPS Rack Air
Matrix Removal Units
Symmetra Rack Air Distribution
External Battery Systems 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 For budget considerations, no unexpected
parts replacement expenses

Replacement
Parts

Cross
Fixed Shipment
Costs Available

Extended
Over 30 parts depots
Warranty Cross shipment
worldwide Free
Overnight
Over 30
Shipping
Standard
Part Depots
Worldwide available
Density of coverage offers rapid
delivery of parts No need to wait until we have
7x24
Online
Registration Technical received your damaged part
Support
before you receive your
replacement part
Online registration
Ensures accurate records for faster
service

APC by Schneider Electric Name Date

 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
One or Three Years of additional
product failure coverage
Dedicated 24 X 7 Customer Service
Support with Toll Free Call-in
Telephone Number
Next Business Day Shipment
Service Warranty Certificate
Warranty Duration Options
APC by Schneider Electric Name Date
Benefits
Provides peace of mind and complete factory warranty protection for up to
six years.
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.
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.
E-mail Service Entitlement Certificate provides a detailed record of the
service registration, along with the service expiration date.
The One Year protection option offers the lowest cost solution, while the
Three Year option offers the best value solution.
 Services for entire life of the UPS

d of Service Support
End

APC by Schneider Electric Name Date

 Services for entire life of the UPS

en End of Service Support

Next Ge
End of Service Support

APC by Schneider Electric Name Date

 Services for entire life of the UPS
>5kVA Smart-UPS Service Support

nd of Warranty Renewal
Next Gen 2/3yr Factory Warranty 3yr Warranty Renewal

1yr SP War Ext 1yr 1yr 1yr

(covers the 3rd yr of the Warranty Warranty Warranty
battery) Renewal Renewal Renewal

1yr
Assy/ 3yr Service Pack Warranty Extension Warranty
rd
(covers the 3 yr of the battery)
Start-Up Renewal

En
NBD Onsite Up Grade Advantage Plan

End of Service Support

Response Time Upgrades

Typical 1st Battery Typical 2nd Battery

Replacement Replacement

10 Years of Service Support

00 01 02 03 04 05 06 07 08 09 10
Years
APC by Schneider Electric Name Date
 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)
Availability of electrical power
Application Adaptability of electrical power
Performance of electrical power

Due to Environment: Temperature, Humidity, Dust, Load

Causes of rate, load type
failure Due to Component life duration
Due to UPS life duration

3PH UPS
Product lists STS

APC by Schneider Electric Name Date

 UPS (2/2)
Routine maintenance is key to UPS availability and
reliable operation
Regular inspections help ensure safety and regulatory
Why service? compliance
On-site emergency support enhances mean time to
recovery

Preventive
UPS Advantage Plans
Maintenance

Engineering Studies
Installation services
Stand-Alone
Extended warranties
service Remote Monitoring services
Battery replacement services

APC by Schneider Electric Name Date

 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 Battery
Replacement Replacement

Assy/ Fan Fan

Replacement Replacement
Start-Up

Advantage Plan

1YR
Factory
Warranty

On Site Warranty Extension

Service (1 or 2YR)

00 01 02 03 04 05 06 07 08 09 10
APC by Schneider Electric Name Date
Years
 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 Advantage Prime Advantage Ultra
Plus
Tech Support
Annual Preventive Maintenance
Visit
Guaranteed Next Business Day
Onsite Response*
Remote Monitoring Service**
Priority Access to the Supply
Chain
Parts*** Discounted Discounted rates All included!
rates
Labor & Travel Standard All included! All included!
rates
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 Assures optimal system performance and minimal downtime
maintenance
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
Factory trained field service
engineers
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.
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 The Advantage Plan is part of a suite of
uptime at a predictable cost services offered by Schneider Electric CPCS to
help you OPERATE your mission critical
applications
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

 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
Options to upgrade scheduling time and response time
Various options for including or discounting parts, labor and travel

APC by Schneider Electric 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
*Includes a comprehensive parts, labor,
Hot swappable, continuous duty travel warranty that begins at start up
and covers failed batteries.
Redundant Intelligence Module
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

Onsite Warranty Extension

Service Contracts Advantage Plus, Advantage Prime,
Advantage Ultra

Upgrades to On Site response time

Upgrades* 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,
Advantage Ultra
remote monitoring Plan
Ensures equipment receives the care it needs to
operate most efficiently
A customized package to meet customer-specific Advantage Prime
needs and budget Plan
Benefits
Heads off potential problems
Takes the guess work out of budgeting for service Advantage Plus
Plan
Offers customers peace of mind

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 Advantage Advantage Ultra
Plus Prime
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 ** Discounted Discounted rates All included!

rates
Labor & Travel 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

*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
R&D
Minimal downtime
Shorter time to repair
SE
Comprehensive service offering Certified
customized to specific needs Field
Third Party
and budget at any point Engineers
Service
in the lifecycle of the system 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