Case Study

Case Study # 136 | Emergency Service on MGE EPS 6000 UPS

Jan 28, 2020 | 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 highlight an emergency service call for an MGE EPS 6000 UPS where the Critical Power Professional™ arrived on site and fully resolved the issue within just 2.5 hours of the initial call.

To protect the confidentiality of the customer, the customer will be referred to as Company A.

Product MGE EPS 6000 UPS
Application Managed Service Provider
Synopsis

Company A contracted Nationwide Power to perform preventive UPS maintenance for multiple UPS units on site, varying in make, model, and kVA.

The customer called into our 24/7 Emergency Service line just before business hours, looking for technical support on an alarm for their MGE EPS 6000 UPS unit. After identifying the alarm as an Inverter Fault, the Critical Power Professional™ (CPP) attempted to walk the customer through the alarm over the phone. When the customer expressed discomfort with operating the external maintenance bypass, the CPP was dispatched and arrived on site within the hour. Once on-site, the CPP resolved the alarm on the MGE EPS 6000 UPS, restored the unit’s load, and performed additional testing to confirm that the issue was fully resolved.

Preliminary Actions After attempting to resolve over the phone without success, the Critical Power Professional™ requested an emergency dispatch. On-site support within the hour was made possible due to:

  1. An Emergency Service Contract between Company A and Nationwide Power, which allowed for immediate escalation.
  2. The strategic location of Nationwide Power’s Field Engineer team across the United States, with sufficient physical presence in all major markets.
Resolution

Reviewed activities and discovery with the customer. Reviewed alarms, performed appropriate testing, and cleared the alarms. All alarms cleared and the UPS went back online with no alarms carrying 106 kVA. Monitored the UPS for a re-occurrence of the “Inverter Fault” alarm initiated by the ALBZ inverter power supply board. UPS ran online for one hour without any issues.

As the customer was under an Emergency Service Contract with Nationwide Power, there was no out-of-pocket expense to the customer.

Root Cause At the time, the region was experiencing very high winds from a storm that was passing through, and this particular site is known to have severe issues with electrical distribution.
Additional Reading

Case Study #135: Emergency I/O Board Replacement on an Eaton 9355 30kVA UPS

Case Study #134: Emergency Lighting UPS – Manufacturer Defect

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

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September 17, 2020

"Fantastic job by Darren. This is why everyone should have a maintenance contract in place. Had I not had a contract, then I would not have known I had batteries failing and would have been up a creek if something had happened. Darren explained in detail what needed to be done, and I am thankful you have such a conscientious worker. Hats off once again for his dedication to his job and working with us to ensure we don’t have any issues with our UPS. Thanks Darren."

View All - Dennis W
Louisiana

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