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
We are pleased to provide you with an overview
of GUTOR’s extensive customer service program.
> Customer Training
> Installation Supervision & Commissioning
> Spare Parts
> Maintenance and repair
> Battery Replacement
> Updates & Upgrades
> Service Contracts
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
Level 1 – 2
Maintenance
Trouble shooting
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: 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.
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.
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
Replace every
Fans
5 years
Fan capacitors
5 years
AC & DC capacitors
9 years
RAM2 chip
9 years
PSU
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
off
preventive
plus
preventive
ultra
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
call-
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.
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
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