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...
Case Study # 137 | Emergency Service on an Eaton 93PM 16kVA UPS
Case Study
Case Study # 137 | Emergency Service on an Eaton 93PM 16kVA 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 highlight an emergency service call for a 93PM 16kVA UPS that went into alarm after a power outage. The 93PM UPS was under a full-service UPS preventive maintenance contract, which means the customer’s service call was given first priority. Additionally, the customer did not incur any out-of-pocket cost for the service call.
| Product | Eaton 93PM 16kVA UPS |
| Application | National Insurance Company |
| Synopsis |
The customer contacted Nationwide Power after a brief power outage that resulted in an alarm on their Eaton 93PM UPS. As a full-service contracted customer, the customer received priority service, with their local Critical Power Professional™ (CPP) arriving on site within two hours. The CPP identified the alarm as a Maintenance Bypass Breaker trip and began to troubleshoot the cause. With a thermal camera, the CPP found that the Maintenance Bypass Breaker had a hot spot in excess of 100° F. The next step was to check the electrical connections, and it was found that all three connections on the load side of the breaker were loose. Connections were tightened and the Eaton 93PM UPS was put back online with no alarms. At that point, the customer decided to proactively replace the breaker to prevent possible future alarms. |
| Preliminary Actions | Customer had a full-service contract which allowed for Nationwide Power to immediately dispatch a Critical Power Professional to the site. The local CPP arrived on site within two hours and the unit was placed back in service with no alarms within three hours from the initial call. |
| Resolution | Because the customer has a full-service contract with Nationwide Power, there was no out-of-pocket cost to the customer for the emergency site visit. |
| Root Cause | Loose wire connections at the breaker level caused the alarm after a power outage occurred. |
| Additional Reading | Case Study #136: Emergency Service on MGE EPS 6000 UPS |
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!
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Case Study # 136 | Emergency Service on MGE EPS 6000 UPS
Case Study
Case Study # 136 | Emergency Service on MGE EPS 6000 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 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:
|
| 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
We are your critical power infrastructure partner!
Latest News
Case Study #150 | The Importance of Prevention
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...
Case Study #149 | The Additional Hidden Costs of Choosing the Lowest Price
Case Study In this Nationwide Power™ case study, we show the importance of having a qualified Critical Power Professional™ (CPP™) perform maintenance on your critical infrastructure equipment. This case study specifically looks at the Liebert NX 120kVA UPS. A...
Case Study #148 | The Cost of Deferred Maintenance
Case Study In this Nationwide Power™ Case Study, we show the importance of routine maintenance and its impact on the overall health and life of UPS systems. This case study specifically looks at the Toshiba 1600EP 22kVA UPS. A new customer reached out to our team...
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Solutions
Case Study #135 | Emergency I/O Board Replacement – Eaton 9355 30kVA UPS
Case Study
Case Study #135 | Emergency I/O Board Replacement – Eaton 9355 30kVA UPS
At Nationwide Power, we talk about quality often. We define quality as conformance to requirements, and the result of a carefully constructed cultural environment.
As a direct result of establishing processes and procedures, which are then closely adhered to throughout the service chain, we are able to service our customers seamlessly and deliver on the promises we make. Our entire team at Nationwide Power is committed to doing the job right the first time and eliminating any headache or unnecessary expense to our customers and their companies.
While delivering on quality is free, the price of non-conformance – or the price when quality standards aren’t met – can be quite costly.
In this case study we highlight an emergency call on an Eaton 9355 30kVA UPS unit. As a result of a well-established company infrastructure, the issue was fully resolved within 24 hours with no out-of-pocket cost to the customer.
| Product | Eaton 9355 30kVA UPS |
| Application | Hospital |
| Synopsis | Customer is under a 2X / YR full-service preventive maintenance contract. Within just a couple weeks of their next regularly scheduled PM, the customer experienced a major failure of the main I/O board, which required immediate replacement to protect their critical loads. |
| Preliminary Actions | An emergency ticket was created. The I/O board for the 9355 30kVA UPS was confirmed in-stock at the corporate warehouse. The parts were scheduled for immediate first overnight shipping cross-country (this particular shipment was quicker via first overnight than counter-to-counter). The Field Engineer was scheduled to be on-site at the time of the part’s arrival. |
| Resolution | Since the customer was under a full-service contract with Nationwide Power, our Field Engineer was able to prioritize their emergency service needs accordingly. The faulty I/O board was replaced and the UPS system was back in service and fully operational in just 24 hours. As with all full-service contracts with Nationwide Power, the customer incurred no out-of-pocket expenses for labor, shipping, or material. |
| Root Cause | The UPS unit’s batteries were approaching the 5-year mark and were due for replacement. Aging batteries can pull on the DC circuit, ultimately resulting in a faulty pre-charge circuit in the I/O board. |
What went right:
At Nationwide Power, we have many factors that set us apart from other independent service providers, which have given us the opportunity to lead the industry in service and quality. Among these are:
- 24/7/365 customer support
- 57,000 square foot warehouse with over $10 million in parts and equipment inventory (not all service providers have parts, beware of PM only contracts)
- Conveniently located within 10 miles of McCarran International Airport in Las Vegas, allowing for same-day or next-day expedited parts shipping
- Systems and processes in place that allow our team to respond quickly and coordinate smoothly, particularly in emergency situations.
What could have gone very wrong:
Unfortunately, there are “service providers” in our industry who offer full-service contracts on equipment that they do not have parts, training, or support to actually service. Often, these “service providers” will call Nationwide Power directly in an effort to source parts and/or subcontract the work. Nationwide Power does not operate as a parts dealer nor subcontractor, and as such, is unable to offer assistance to these “service providers.”
Additionally, Nationwide Power has invested heavily in software and infrastructure systems that allow for quick and seamless action between departments and team members. There is no scrambling. There are no fires to put out. The team simply follows a process and protocol that works.
Without all the right pieces in place, any “service provider” would have a challenging time responding to an emergency service call and providing a full resolution in a timely manner.
When shopping for a critical power service provider, shop for quality – not just price.
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
Case Study #150 | The Importance of Prevention
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...
Case Study #149 | The Additional Hidden Costs of Choosing the Lowest Price
Case Study In this Nationwide Power™ case study, we show the importance of having a qualified Critical Power Professional™ (CPP™) perform maintenance on your critical infrastructure equipment. This case study specifically looks at the Liebert NX 120kVA UPS. A...
Case Study #148 | The Cost of Deferred Maintenance
Case Study In this Nationwide Power™ Case Study, we show the importance of routine maintenance and its impact on the overall health and life of UPS systems. This case study specifically looks at the Toshiba 1600EP 22kVA UPS. A new customer reached out to our team...
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Solutions
Case Study # 134 | Emergency Lighting UPS – Manufacturer Defect
Case Study
Case Study # 134 | Emergency Lighting UPS – Manufacturer Defect
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.
Our Critical Power Professionals™ (CPP™) come across unique situations regularly, where they are required to pull from their 22+ average years of industry experience to troubleshoot and resolve unexpected issues.
In this case study, we review the details of a manufacturer defect on an Emergency Lighting UPS that was identified during a routine battery installation.
To protect the confidentiality of the customer, the customer will be referred to as Company A.
| Product | Emergency Lighting UPS |
| Application | Emergency Lighting |
| Synopsis |
Company A contracted Nationwide Power to perform the first battery replacement on their Emergency Lighting unit. After successfully performing the battery replacement, the CPP™ attempted to install the DC fuse. Instead of the unit being discharged after using the discharge feature, it was unsuccessful and there was a spark. The CPP referred to the manual in an effort to troubleshoot, which did not sufficiently address the issue. The CPP continued to troubleshoot by measuring the voltage differential, which was approximately 250 VDC. The CPP proceeded to once again use the discharge feature, but the voltage went up to 270 VDC instead of going down. After additional troubleshooting, the CPP determined that the Recharge and Discharge buttons were misconfigured, and thus the Recharge button caused the voltage to lower to the appropriate level for installing the fuse without a spark. Once this misconfiguration was identified, the work was able to be completed, the UPS components were relabeled, and the system was brought back to a normal operating status. |
| Preliminary Actions | The Critical Power Professional (CPP) encountered an issue with the Emergency Lighting UPS that had existed since the unit was manufactured, and remedied it based on his own expertise. |
| Resolution | Although our CPP was exposed to an unknown hazard, he was also able to remedy the situation on-site. Nationwide Power’s team of Critical Power Professionals average over 22 years of industry experience. Where other service providers may have deemed the unit as inoperable, our team was able to complete the job to the customer’s satisfaction. |
| Root Cause | Unknown. If the root cause was in fact due to a manufacturer defect, the unit would have been out of warranty by the time the defect was identified. |
| Additional Reading | Identifying qualified UPS service providers: Raising the Bar in Critical Power Education Band-Aid Fixes Don’t Actually Fix Problems, Especially in the UPS World |
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
Case Study #150 | The Importance of Prevention
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...
Case Study #149 | The Additional Hidden Costs of Choosing the Lowest Price
Case Study In this Nationwide Power™ case study, we show the importance of having a qualified Critical Power Professional™ (CPP™) perform maintenance on your critical infrastructure equipment. This case study specifically looks at the Liebert NX 120kVA UPS. A...
Case Study #148 | The Cost of Deferred Maintenance
Case Study In this Nationwide Power™ Case Study, we show the importance of routine maintenance and its impact on the overall health and life of UPS systems. This case study specifically looks at the Toshiba 1600EP 22kVA UPS. A new customer reached out to our team...
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Solutions
Case Study # 133 | Overheated UPS Batteries in Eaton 93E 30kVA
Case Study
Case Study # 133 | Overheated UPS Batteries in Eaton 93E 30kVA
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.
For our contracted customers, during each and every Preventive Maintenance visit, our Critical Power Professionals™ perform an environmental inspection to check room temperature, heat spots, moisture, and any potential safety hazards that could interact negatively with the UPS system. We make recommendations based on our observations and will follow up periodically.
In this case study, we review the details of a battery replacement job for a contracted customer. Unfortunately, due to the environmental conditions of the critical power room, excessive heat caused UPS battery failure prior to the natural end-of-life of the battery string.
To protect the confidentiality of the customer, the customer will be referred to as Company A.
| Product | Eaton 93E 30kVA |
| Application | Data Center in Medical Facility |
| Synopsis |
During a routine Preventive Maintenance inspection, the Nationwide Power Field Engineer discovered overheated batteries that required immediate replacement. Upon further inspection and discussion with the site contact, it was reported that the HVAC system had been failing intermittently – in the peak of summer – which caused irreversible damage to the UPS batteries. The UPS batteries were not due for replacement for another 12 – 18 months. Unfortunately, due to the high ambient room temperatures damaging the UPS batteries, immediate replacement was required, costing the client in excess of $4,000. |
| Preliminary Actions |
The client had been diligent about proper UPS maintenance and regularly scheduled PM inspections. As a result of a timely PM schedule, this issue was identified early on, limiting Company A’s risk and exposure. If this issue had not been addressed promptly, it could have resulted in any of the following:
|
| Resolution | Battery string was immediately replaced, and the HVAC system repaired to fully operational condition. |
| Root Cause |
The life expectancy for the UPS batteries in this case study was shortened by 12 – 18 months due to HVAC failure. Nationwide Power installs strip thermometers on our clients’ UPS units. This helps the customer easily monitor temperature at any time by site personnel. Ambient temperatures in the data center room, or wherever the UPS system is located, generally should not exceed the ideal ambient temperature range of 70-77° Fahrenheit. Additionally, Nationwide Power recommends room monitoring systems which will alert key team members whenever certain environmental elements vary from acceptable ranges. |
| Additional Reading | Identifying qualified UPS service providers: Case Study #131 | Emergency UPS Service For A Discontinued Liebert NXb 30kVA UPS News Article: The Importance of Preventive Maintenance |
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
Case Study #150 | The Importance of Prevention
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...
Case Study #149 | The Additional Hidden Costs of Choosing the Lowest Price
Case Study In this Nationwide Power™ case study, we show the importance of having a qualified Critical Power Professional™ (CPP™) perform maintenance on your critical infrastructure equipment. This case study specifically looks at the Liebert NX 120kVA UPS. A...
Case Study #148 | The Cost of Deferred Maintenance
Case Study In this Nationwide Power™ Case Study, we show the importance of routine maintenance and its impact on the overall health and life of UPS systems. This case study specifically looks at the Toshiba 1600EP 22kVA UPS. A new customer reached out to our team...
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Solutions
Case Study # 132 | Battery Warranty For An MGE 5000 100kVA
Case Study
Case Study # 132 | Battery Warranty For An MGE 5000 100kVA
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.
From the time we perform our first PM inspection, we actively monitor and recommend age-based replacements of components that have service life cycles.
We make these recommendations in advance and prior to component failure to maximize uptime and reliability. We continue to follow up on our recommendations until they are either implemented, component failure occurs, or our customer notifies us to discontinue the notifications.
In this case study, we review the details of an emergency call we received from a non-contracted customer for an MGE Galaxy 5000 100kVA UPS. The combination of not having routine maintenance and the failure to act on age-based replacement requirements led to a larger, more costly outcome. To protect the confidentiality of the customer, the customer will be referred to as Company A.
| Product | MGE Galaxy 5000 100kVA UPS |
| Application | Data Center |
| Synopsis | Company A, a non-contracted customer, submitted a request for emergency service for their MGE Galaxy 5000 100kVA UPS, in which a battery in the UPS equipment caught fire.
Although this customer is not under a service contract, Nationwide Power was hired in the past to service three other UPS units on site. As such, going forward, the customer will receive scheduled alerts for age-based service needs on those specific units. For nearly nine months, Company A has been receiving age-based replacement recommendations for the UPS batteries in the three previously serviced UPS units. After receiving quotes for UPS battery replacements in the three units, Company A also requested a quote for a single battery in an MGE Galaxy 5000 100kVA UPS. Nationwide Power had not previously serviced this UPS unit, nor did the initial battery install. Our battery department advised the customer that its MGE Galaxy UPS batteries were still under warranty, and the most cost-effective solution was to request replacement through their previous vendor. Nationwide Power continued to follow up on the outstanding three quotes. Over the course of nearly nine months, Company A failed to take any action to move forward. Unfortunately, if age-based replacement requirements are not addressed in a timely manner, they may inevitably lead to much larger and costly issues. These include full system failures and unsafe conditions, like fires. In this case, the excessive delay in replacing the single bad battery in the MGE Galaxy 5000 led to a battery fire, which ultimately resulted in the full string requiring replacement, rather than just one single battery. |
| Preliminary Actions | Nationwide Power provided Company A with instructions to replace the single bad battery in the MGE Galaxy 5000 UPS, at no cost to the customer.
Company A failed to take any action for several months, which ultimately led to the fire. |
| Resolution | Due to the fire within the UPS, Company A was forced to replace all batteries in the 100kVA unit at an out-of-pocket cost of nearly $14,000. Thankfully, the fire in the UPS was contained to the battery cabinet and did not create further damage to the UPS unit itself, or the entire building as a whole. |
| Root Cause | Next to human error, battery failure is the second highest cause of downtime. All it takes is one weak battery to bring down an entire UPS system, and the cost of downtime often far outweighs the cost of replacing the batteries in a timely fashion. If Company A had been proactive in replacing the single bad UPS battery, this incident and the additional expense of replacing all batteries would not have occurred. |
| Additional Reading | Identifying qualified UPS service providers: Case Study #131 | Emergency UPS Service For A Discontinued Liebert NXb 30kVA UPS News Article: The Importance of Preventive Maintenance |
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
Case Study #150 | The Importance of Prevention
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...
Case Study #149 | The Additional Hidden Costs of Choosing the Lowest Price
Case Study In this Nationwide Power™ case study, we show the importance of having a qualified Critical Power Professional™ (CPP™) perform maintenance on your critical infrastructure equipment. This case study specifically looks at the Liebert NX 120kVA UPS. A...
Case Study #148 | The Cost of Deferred Maintenance
Case Study In this Nationwide Power™ Case Study, we show the importance of routine maintenance and its impact on the overall health and life of UPS systems. This case study specifically looks at the Toshiba 1600EP 22kVA UPS. A new customer reached out to our team...
