Customer Service
Our comprehensive range of services As one of the world s leading UPS manufacturers, we not only focus on providing quality products, we also make sure that customers can count on professional and comprehensive support starting from day one. Particularly with regards to after sales support, we attach great importance to dedicated and reliable customer service. Consequently, we attend to your individual needs. Our product-related service program includes: > On-site installation and commissioning (to ensure proper integration of your UPS system into important processes) > Regular maintenance of critical systems components and batteries (to ensure the long term reliability of your processes) > Other customized maintenance packages > Customer Training > Installation Supervision & Commissioning > Spare Parts > Maintenance and repair > Battery Replacement > Updates & Upgrades > Service Contracts We are pleased to provide you with an overview of GUTOR s extensive customer service program.
Customer training GUTOR Uninterruptible Power Supply (UPS) systems are designed according to individual customer needs. The technical staff who services and maintains these systems receives customized training, based on the specific requirements of the particular systems installed on-site. Level 1 Operation Operate a system Level 1 3 Service Trouble shooting Level 1 2 Maintenance Maintain a system What are the benefits? The service life of a UPS System can be prolonged, and its failure rate reduced, if the system is well maintained. Information on how to operate and maintain a system is provided during a GUTOR training course. Furthermore, our Technical Support can handle a malfunction request quicker and more efficiently if the person on-site is properly trained. GUTOR offers the following training courses: Level 1-3: Service Level 1 3 provides the training participants with instruction on how to analyze and clear system errors. In addition, the training instructor explains how the system can be calibrated. Upon completion of this course, participants are capable of performing most repair and maintenance work by themselves. Level 1: Operation This course is comprised of two parts. The first theoretical part introduces the participants to the various system operating modes and provides information on how the system is built. In the second hands-on part, the training instructor demonstrates to the participants how to operate the system in a safe and confident manner. Level 1-2: Maintenance Participants learn the important functions of the major UPS components. They also receive information regarding maintenance work and maintenance intervals. Upon completion of this course, participants are capable of resolving minor system errors.
Installation supervision & commissioning What is installation & commissioning? This process ensures the correct installation and functionality of UPS systems and their corresponding batteries. It includes the following procedures: > Visual inspection of the UPS location and its environment > Visual inspection of the UPS system and battery banks > Inspection of all UPS power and control wiring connections > Inspection of all battery wiring connections > Inspection of internal power and communication components > Performing system checks, recording input and output measurements > Discharging the battery bank and recording voltage measurements on an individual cell basis > If necessary, some calibration adjustments are performed to adapt to site conditions Why request a GUTOR engineer? > Secure the continuity of GUTOR s guarantee and guarantee extension > Guarantee becomes void when defects are due to improperly performed service by unauthorized parties > GUTOR engineers are well trained and certified specialists with years of experience in this field > GUTOR engineers will maintain high quality and globally approved standards > Proper documentation, such as the Site Acceptance Test and Customer Field Service Reports > System is stored in GUTOR s database, which facilitates future troubleshooting and technical support > Offer hands-on training to site crew and maintenance personnel responsible for these systems
Spare parts GUTOR UPS systems have proven time and again to last as long as 20 years. GUTOR achieves this performance by offering clients spare parts throughout this period. Spare parts are categorized into three groups: start-up, critical, and consumables spares as described in this section. Accordingly, GUTOR highly recommends clients to maintain a stock of the start-up and critical spare parts, for the benefits listed here. What are spare parts? Spare parts are inventory items which are used for the repair or replacement of failed parts. Which spare parts are required? Spare parts fall under three major categories: > Start-up spares: set of recommended fuses and parts to be available during commissioning > Critical spares: set of parts recommended for stock, which are essential for troubleshooting and repair. These parts would cause a system shutdown upon failure > Consumables: set of parts having a limited operational life, which must be replaced at specific intervals. These are related to preventive maintenance and include fans, capacitors, RAM2 chips, batteries, power supply units, etc > For more information, refer to chapter 7 of your owner s manual What are the benefits? > Downtime of a faulty system can be minimized > Maintenance planners work load can be reduced > Round the clock peace of mind concerning operation > Inventory replenishment can be reduced
Maintenance Preventive maintenance What is preventive maintenance? Preventive maintenance entails essential services, performed on a regular schedule, to ensure safe and reliable operation of UPS systems. This covers materials as well. What is included? Preventive maintenance includes visual and functional checks made on the system and battery. It also necessitates the replacement of parts with limited operational lifetimes. For more information, please consult Chapter 7 of the owner s manual. IMPORTANT: Failure to perform preventive maintenance will inevitably result in failure of parts with limited operational lifetimes. Consequently, the availability of the system will be jeopardized, and the load will be subjected to a potentially unreliable utility source, with no secure backup. How to plan ahead? Below is an overview of the major parts to be replaced at regular intervals: Parts Fans Fan capacitors AC & DC capacitors RAM2 chip PSU Replace every 5 years 5 years 9 years 9 years 10 years NOTE: different conditions apply for systems installed at nuclear power plants. How to proceed? The safest and most efficient way to proceed is to establish a service contract with GUTOR. For more information, kindly refer to the Service Contracts section. Battery replacement Why and when to replace batteries? The lifetime of batteries varies between 4 and 20 years, depending on the type of the battery, ambient conditions and degree of maintenance. A lack of maintenance leads to a shortened service life. Eventually, the battery bank will no longer be capable of supplying power to the load, and must therefore be replaced. The best way to detect weak batteries is to perform regular battery discharge tests (even on low-maintenance batteries). For more information, please consult Chapter 7 of the owner s manual, titled Maintenance. Updates & upgrades Available updates & upgrades > Software update (to latest revision) > Battery Management system (BMS) 1 Monitoring of individual battery cells Charging of individual battery cells Early detection of weak battery cells Remote monitoring > Network management card (NMC) 2 Remote monitoring of UPS system Remote troubleshooting and analysis
Service contracts What is a service contract? A service contract is a formal, mutually agreed, binding contract between GUTOR and a client, in which GUTOR makes a commitment to provide services over a fixed time period, and at fixed rates / yearly fee. These services include technical support, preventive maintenance and repair. Which service contracts are available? GUTOR offers three standard service contracts. These are: > call-off service contract > preventive-plus service contract > preventive-ultra service contract Each contract entails a different degree of commitment. For further information, refer to the table below. Benefits of having a service contract A service contract is beneficial in more than one way, including: > Peace of mind > Knowledgeable service > Continuous customer support > Reduced risk of system failure > Easy budgeting for customers > Easy organization of maintenance > Facilitated access to site (annual site passes and security permits) > Prompt sales response time > Prompt service response time > Special service and training rates > Professional recommendations made by the OEM (new products, upgrades ) > Client s maintenance crew stays up-to-date with operational know-how > Warranty extensions (optional) Scope of work calloff preventive plus preventive ultra customer support 24/7 hotline technical support preventive maintenance annual visual check of system and battery annual mechanical check of system and battery annual alarms and LED check annual replacement of parts with limited operational life-time (if applicable) including the required parts (fans, capacitors, RAM2 and PSU) battery dischange test including rental of load-bank corrective maintenance troubleshooting and repair services (upon request) spare parts required for repair or stock (upon request) additional items sales reponse time (up to 72 hours) service reponse time (up to 72 hours) software updates (to latest revision) upgrades (network management card, battery monitoring, etc) product or service included in annual fee product or service performed upon request, at additional cost, offered on a case by case basis
Contact us Headquarters/Production plant Service Office Production plant Partner Global service organization GUTOR recognizes the importance of a global service network to support our globally operating customers. As a member of the Schneider Electric group, GUTOR provides you with a worldwide service network, an inventory of readily available spare parts, and trained service partners. For more details regarding our service programs, please contact the GUTOR Service Centre nearest to you, as listed below. Headquarters Switzerland: GUTOR Electronic LLC Hardstrasse 72 74 5430 Wettingen, Switzerland P +41 (0)56 437 34 34 F +41 (0)56 437 34 44 gutor-service-ch@schneider-electric.com Asia Pacific: GUTOR Electronic Asia Pacific Sdn Bhd No. 19, Jln Juruukur U1/19, Seksyen U1 Hicom Glenmarie Industrial Park, 40150 Shah Alam, Selangor, Malaysia P +60 (0)3 5569 0331 F +60 (0)3 5569 0332 gutor-service-my@schneider-electric.com North and South America: GUTOR Electronic LLC 12121 Wickchester Lane, Suite 400 Houston, Texas 77079, USA P +281 588 2145 F +859 962 4593 gutor-service-us@schneider-electric.com Middle East: GUTOR Electronic LLC Villa No.2, Defence Road,St.11, Behind Gava Hotel, P.O.Box 29580, Abu Dhabi, U.A.E. P +971 (0)2 443 89 93 F +971 (0)2 443 89 92 gutor-service-ae@schneider-electric.com Saudi Arabia: GUTOR Electronic LLC Middle East Commercial Complex AL-Khobar 31952 P.O.Box. 79575, Saudi Arabia P +966 (0)3 864 9667 F +966 (0)3 864 9062 gutor-service-sa@schneider-electric.com www.gutor.com Q410.144