Case Study #129 – Tech Support on 16kVA APC Symmetra LX RM UPS
Nationwide Power™ is the leading provider in the critical power supply industry. Our core business is the sales and service of uninterruptible power supplies and UPS batteries, along with supporting other critical power components such as emergency generators, switch gear, and HVAC. We publish critical power related case studies, highlighting best practices and quality standards.
In this case study, we offer a technical troubleshoot call for a 16kVA APC Symmetra LX RM UPS, which allows us to quickly identify the root cause and provide expedited resolution.
24/7 Technical Phone Support is one of the many benefits our customers receive when electing for a full-service maintenance package.
|Product||16kVA APC Symmetra LX RM|
An existing full-service contracted customer called regarding their 16kVA Symmetra LX RM UPS. The unit was in alarm for what appeared to be bad battery modules with zero available run time.
This customer has been a Nationwide Power customer for several years and has followed NP recommendations for battery replacements. The last scheduled preventive maintenance appointment took place in December 2018, at which time the UPS batteries were tested. No issues with the UPS batteries were detected, and the next battery replacement was recommended to take place within the next 6 months.
|Preliminary Actions||With the APC Symmetra LX RM UPS in alarm, a 24/7 technical phone support call was scheduled for immediate attention. The NP Critical Power Professional™ walked the customer through a self-test where it was identified that all 4 battery modules failed. Unit was left online.|
|Resolution||An immediate follow up was initiated for battery module replacements. Since the customer has an active service agreement with Nationwide Power, there was no out-of-pocket expense to the customer for the support.|
|Root Cause||The customer has maintained the UPS equipment per manufacturer and NP recommendations. The root cause is simply due to aging equipment and faulty battery modules. From time to time, there may be unexpected failures in UPS equipment despite regular maintenance. This is a classic case of the importance of a full-service UPS maintenance contract.|
When selecting a UPS service provider, it is important for customers to understand the scope and capabilities the service provider truly has. At Nationwide Power, 24/7 phone support is included with every full-service UPS maintenance agreement. Every call is answered by a Nationwide Power team member – never outsourced or recorded services.
Additional Reading: Case Study 127: Read the Fine Print
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