Support Services 2016-11-15T16:35:14+00:00

Support Services

Power Innovations offers a variety of extended service and maintenance plans.

Our support and service programs give you the assurance of your systems continued service for many years. Our service technicians are very knowledgeable on all aspects of our systems. In addition to our many programs, we offer training courses to qualify your technicians to be certified to work on Power Innovations’ equipment without affecting the original warranty of subsequent service plans.

We are also able to provide installations for our Q-LS systems, Batteries, and Auto-transfer Switches by qualified, licensed electricians. Power Innovations’ electricians are experienced in global installations and must be scheduled in advance.

Options include, but are not limited to:

  • Tier 1 phone, text, and email support (M-F 8:00 am – 5:00 pm, not including holidays)
  • Tier 1 plan offers a 10% discount for travel to and from site of system locations, spare parts (including consumables), and labor
  • Tier 1 offers pro-rated battery replacement at the end of the seventh year of consecutive plan coverage
  • Tier 2 phone, text, and email support (24 X 7 X 365)
  • Tier 2 plan includes 15% discount for travel to and from site of system locations, spare parts (including consumables), and labor
  • Tier 2 offers higher percentage on pro-rated battery replacement at the end of the seventh year of consecutive plan coverage

Detailed information and pricing available upon request.

  • Telephone support – available, for products still under warranty, from 9:00 am to 5:00 pm MST, Monday through Friday, (801) 785-4123. For products no longer under warranty, extended service and maintenance plans are available.
  • Email support – every effort will be made to respond within one business day
  • Online support – via our Web site (FAQs, manuals, software, datasheets, etc.): www.powerinnovations.com
  • Software updates – current software is available to download from our Web site: www.powerinnovations.com
These contracts provide technical telephone, text, and email support and includes the following:

  • Tier 1 phone, text, and email support (M-F 8:00 am – 5:00 pm MST, not including holidays)
  • Tier 2 phone, text, and email support (24 X 7 X 365)
This service is designed to ensure that the UPQ system** is functioning properly and will continue to provide quality power. Power Innovations offers several service plans including Tier 1, Tier 2, and custom options tailored to your exact needs. Some of these plan options include the following:

  • Two or four site visits per year. These visits must be scheduled at least 30 days in advance. Each visit includes the following:
    • Inspect electronic components
    • Verify that the system is operating within specification
    • Test each battery
    • Clean the system and air filters
After the warranty period, our system/parts exchange plans provide for system and/or parts exchange. For Q-LS line (large systems) this contract is designed for customers who have Power Innovations certified in-house technicians to install parts and perform maintenance. It includes the following:

System/parts exchange – same day or overnight as follows:

  • Q-MS systems or smaller – the entire system will be exchanged with one in local stock or be delivered overnight (where possible) from the manufacturer.
  • Q-LS systems larger than 5 kVA – modular repair parts will be delivered overnight (where possible) to be installed by a certified technician.

The customer pays shipping charges to return the system and/or parts to Power Innovations. Power Innovations pays shipping charges to return the system and/or parts to the customer.

For Q-LS systems, this contract provides next business-day on-site service by an authorized technician (where possible). Smaller systems, such as our Q-series and Q-MS lines – will be exchanged for a similar model. These plans include the following:

  • Tier 1 phone, text, and email support (M-F 8:00 am – 5:00 pm MST, not including holidays)
  • Tier 2 phone, text and email support ( 24 X 7 X 365)
  • Next business-day on-site service or exchange Monday – Friday, 8:00 am – 5:00 pm MST*
  • Parts, batteries, labor, and travel/shipping
  • Preventive maintenance – This service is designed to ensure that the UPQ system is functioning properly and that it will continue to provide quality power for many years to come. These options may include the following: Two or four site visits per year. These visits must be scheduled at least 30 days in advance. Each visit includes the following: . It includes the following:
    • Inspect electronic components
    • Verify that the system is operating within specification
    • Test each battery
    • Clean the system and air filters

* If the repair technician is unable to complete the service between 8:00 am and 5:00 pm, the customer will have two options: (1) Wait until the next work day during specified hours or (2) Pay an additional fee (Detailed information and pricing available upon request) and have the technician complete the necessary work while on-site. Service calls outside the specified time frame are billed at a higher rate.

For systems larger than 5 kVA, this contract provides emergency on-site service by an authorized technician. Systems smaller than 5 kVA** will be exchanged for a similar model. The following is included:

  • Telephone support available 24 hours a day, 7 days a week
  • Immediate on-site service or exchange 24 hours a day, 7 days a week
  • Parts, batteries, labor, and travel/shipping
  • Preventive maintenance – This service is designed to ensure that your UPQ system is functioning properly and that it will continue to provide quality power. It includes the following:
    • Two site visits per year – every six months. These visits must be scheduled at least 30 days in advance and be performed Monday – Saturday, 6:00 am – midnight. Each visit includes the following:
      • Inspect electronic components
      • Verify that the system is operating within specification
      • Test each battery
      • Clean the system and air filters
Utilizing IP identification and Web access, Power Innovations offers remote monitoring and management of any UPQ system. Once a power event occurs, the system will send out predefined TRAP (notifications) to designated contacts. In the event that a UPQ system requires service, the system will automatically open a help desk ticket and notify a Power Innovations Technical Support Representative. The Technical Support Representative will track the problem until it is resolved while working directly with the assigned facility representative.

This contract provides emergency on-site service by an authorized technician for systems larger than 5 kVA or exchange for systems smaller than 5 kVA** and includes the following:

  • Telephone support available 24 hours a day, 7 days a week
  • Immediate on-site service or exchange 24 hours a day, 7 days a week
  • UPQ system monitoring 24 hours a day, 7 days a week
  • UPQnet-agent II SNMP monitoring module
  • Parts, batteries, labor, and travel/shipping
  • Preventive maintenance – This service is designed to ensure that your UPQ system is functioning properly and that it will continue to provide quality power. It includes the following:
    • Two site visits per year – every six months. These visits must be scheduled at least 30 days in advance and be performed Monday – Saturday, 6:00 am – midnight. Each visit includes the following:
      • Inspect electronic components
      • Verify that the system is operating within specification
      • Test each battery
      • Clean the system and air filters

** For systems less than 5 kVA, a minimum of five of the same model system must be covered by this service plan.

When in-house personnel are used for servicing of Q-LS Uninterruptible Power Quality (UPQ™) systems, it is advisable for customers to inventory critical Q-LS modules. Power Innovations will recommend spare part/modules inventories; however, the customer is responsible for the selection and inventory of spare parts/modules. When smaller systems are in use, a spare in-house system is recommended for critical applications.

Under warranty, spare parts/modules are to be used by certified personnel to repair malfunctioning systems. The damaged modules are to be returned to Power Innovations for immediate repair/replacement at no charge. Power Innovations will then send the repaired or replaced part/module back to the recipient under the same mode or delivery service it was received. The customer shall pay shipping expenses to Power Innovations, and Power Innovations shall bare the return shipping expense. Under urgent circumstances cross shipment can be arranged on a case by case basis. If the parts or modules are coming or going to locations outside of the USA, please coordinate with Power Innovations all details regarding brokerage agents or routing for customs requirements.

Out of warranty, spare parts/modules are to be used by certified personnel to repair malfunctioning systems. The damaged modules are to be returned to Power Innovations for immediate repair/replacement. A charge will be assessed depending on the extent of the damage. Power Innovations will then send the repaired or replaced part/module back to the recipient under the same mode or delivery service it was received. The customer shall pay all shipping expenses associated with the repair. At the request of the customer Power Innovations will return the part/module/system back to the customer under a different mode of shipment than it was received. If the parts or modules are coming or going to locations outside of the USA, please coordinate with Power Innovations all details regarding brokerage agents or routing for customs requirements.

  • Modular replacement parts for Q-LS systems will be supplied without charge by Power Innovations for defective parts under the one-year parts warranty. Parts will be delivered overnight (or via quickest delivery service available globally) to be installed by a certified technician.
  • For systems less than 5 kVA, the entire system will be repaired or exchanged and be delivered from Power Innovations and/or from a local distributor.
  • Replacement parts are available for purchase from Power Innovations after the warranty period ends.
  • A System and/or Parts Exchange Service is available for one-year contract periods (See Optional Annual Support Contract Services, System and/or Parts Exchange Service below).

After the warranty period, the customer is responsible for all shipping charges related to the return and repair of the system and/or parts.