For some facilities, selecting the manufacturer’s service team as your UPS service provider might make sense, but for most facility managers, power solutions extend beyond just the UPS unit. Consider these three reasons why going with the manufacturer might not be the right move.
As an independent service provider for mission-critical power backup, we have worked with all the major UPS system manufacturers. In addition, we also have extensive experience working with a variety of facilities, and we’ve seen what happens when companies don’t take a holistic approach to their power back-up plans.
In our experience, a comprehensive power back-up solution extends beyond just the UPS. It can include UPS systems, generators, lighting inverters, DC plants, power distribution units (PDU), automatic transfer switchgear (ATS), static transfer switches (STS) and much more. All those pieces of the puzzle require expertise in a number of different areas.
With that concept established, let’s take a look at three reasons why you should look to an independent service team to be your UPS service provider:
1. Single Point of Contact – When something goes wrong, you need help fast. If you have all of your critical systems covered by individual service providers – including your UPS – then you’ll have many, many phone calls to make. Not exactly what you want to do in a crisis situation, right?
With a single independent provider maintenance contract, there is just one supplier to contact. A good independent service provider is built for rapid response. Expect immediate access to a dedicated service engineer, instead of wasting time talking to an overseas contact center.
Also look for an independent provider with a service team that will not only return your call in minutes, but also be on-site promptly – often with the appropriate parts to repair the problem.
2. Skills and Experience – An engineer skilled in diagnosing and resolving issues across multiple vendor platforms has a far superior knowledge to an OEM or a manufacturer’s engineer who only has experience with that particular brand.
This gives you flexibility down the road if you decide to switch to a different UPS manufacturer; you won’t have to look for a new unit and a new provider.
It’s also important to note that an engineer dedicated to your account becomes familiar with your environment, your locations, your staff, as well as your business needs and requirements.
They should become an extension of your team, working beside you to maximize system uptime and enhance the reliability and performance of your business systems.
3. Streamlined Supplier Management – By combining all of your equipment under a single independent maintenance provider, you reduce the administrative overhead of managing multiple suppliers and contractual arrangements.
If a fault is attributable to one of several pieces of equipment, then having a single maintenance provider can reduce resolution times and avoid finger-pointing between multiple suppliers.
Three Important Questions to Ask
When considering whether to contract with a hardware vendor for UPS maintenance – or going the independent hardware maintenance provider route – ask yourself about the core business and key objectives of each organization:
- Will they focus on upgrades and selling me more hardware – or will they be dedicated to helping me get the most out of my existing investment?
- Are they truly focused on minimizing system downtime and recommending the right solution for my facility, regardless of brand?
- Will the OEM or manufacturer’s engineer hold to proprietary software that increases the cost of my service contracts?