Case Study

Case Study #130 | Eaton 9390 80kVA UPS Needs Emergency Service

Jun 27, 2019 | Case Study

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 review the details of an emergency call we received from a non-contracted customer for an Eaton 9390 80kVA UPS.

Product Eaton 9390 80kVA UPS
Application Data Center
Synopsis A non-contracted customer submitted a request for emergency service for their Eaton 9390 80kVA UPS. As a result of their UPS unit in bypass, the customer’s southeast U.S. data center was down, which was impacting its global offices. Time was of the essence. Customer initially called the OEM, which quoted a 2-business day lead time. Due to the impact of downtime on the customer’s business, they reached out to Nationwide Power for a quicker resolution.
Preliminary Actions The OEM was able to expedite the customer’s request and accommodate same day service. After the unit was operational, the customer requested a quote for annual maintenance and emergency service. The 15-year old unit had not been routinely maintained over its life.
Resolution Customer was invoiced at T&M rates to bring the UPS back to an operational condition. Due to the strong relationship between Nationwide Power and the OEM, Nationwide Power opted not to pursue the customer.
Root Cause
  1. The unit had not been properly maintained over the course of its life.
  2. A UPS service contract was not actively in place, that would have guaranteed a 4-hour or 8-hour response time.
  3. Nationwide Power was contacted as the backup option, instead of the first option. In our commitment to our OEM partners, and maintaining strong relationships with the OEM, we refrain from competing with their existing customer base.

Nationwide Power recommends that all mission critical facilities have an active UPS service contract in place with a qualified UPS service provider. This ensures that all routine maintenance is performed as necessary, and the customer has access to the contracted emergency service response times.

Additional Reading Identifying qualified UPS service providers:
https://eprnews.com/finding-the-right-ups-service-provider-read-the-fine-print-2-371342/
Case Study 127: Read the Fine Print

Nationwide Power provides 24/7/365 technical support to ensure that everything operates and transitions successfully before, during, and after any power outage.

Request a quote Call | 800-868-2780 E-Mail

We are your critical power infrastructure partner!

Latest News

A YEAR TO CELEBRATE

A YEAR TO CELEBRATE

News Article   As we look back on 2019, we have much to celebrate. As our business continues to grow, our focus on quality has never been stronger. Here are a few of our favorite highlights:Celebrating our 18th year in business, in which time we have established...

The Phil Crosby Workshop

The Phil Crosby Workshop

News Article   Last month, we brought our company leaders from across the country together to talk about one very important topic: quality. At Nationwide Power, we take the Phil Crosby approach to defining quality, whereas quality is simply conformance to...

Newsletter Signup

Sign up below to stay informed with latest industry trends, products, and news.



0 Comments

Submit a Comment

Your email address will not be published. Required fields are marked *

Solutions

Feedback

January 10, 2020

"We have been with you for a number of years now, and our tech, Brian, is and always has been a pleasure to deal with. Brian is very knowledgeable and gives us pointers and advice on our equipment."

View All - John G
Illinois

Newsletter

Sign up below to stay informed with latest industry trends, products, and news.



Pin It on Pinterest