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1 APC Global Services

2 1 Boston Edison Testimonial I now have peace of mind knowing that our facility is protected by the professionals from APC s Global Services Group and the APC Silcon DP300E. Franco Pasquale Simulator Team Leader Boston Edison

3 Table of Contents Testimonial: Boston Edison Introduction 4 8 Professional Services Overview Facilities and Datacenter Management Services Program Bundles 12 Service Program Upgrades APC Service Offices Around the World Testimonial: Sarcom 18 Notes For more information visit

4 3 Introduction Of the many cogs and wheels that help run your business or enterprise, power is one of the most critical. Designing and implementing a fail-safe power management solution is not trivial. Missing or broken pieces can result in excessive downtime. APC products are designed to pro-actively identify and correct power problems before downtime occurs. APC's Global Services Group helps by supplementing your power protection solution with comprehensive, end-to-end service and support. APC Power Quality Engineers are available any time of the day or night, seven days a week, 365 days a year, wherever you do business. APC Global Services provides you with: Cost-effective services that focus entirely on power quality Quality solutions which are tailored to meet your requirements Proper installation, proactive maintenance and cost-saving analysis A road map for implementing a power protection strategy that works Our APC Power Quality Engineers and Professional Services personnel guarantee complete satisfaction with any APC service, or your money back. When it comes to power management, you deserve the Legendary Reliability and peace of mind that only APC Global Services can provide.

5 A 3/25/99 4:22 PM Page 4 Professional Services Programs APC Back-UPS APC Smart-UPS APC Matrix-UPS APC Symmetra PowerArray APC Silcon DP300E APC Global Services make it work

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7 5 Professional Services Programs PowerAudit The PowerAudit Service is a power quality analysis focused on examining the electrical infrastructure of your building. This service is designed to increase the overall availability of your computing system. APC s PowerAudit service is performed by APC certified Power Quality Engineers. Site Preparation Survey APC s Site Preparation Survey examines the suitability of your environment prior to installation. The Power Quality Engineers provide you with a written evaluation and a list of recommendations for solving any outstanding issues that could hamper a smooth installation and start up. Site Positioning Services APC s Site Positioning Service helps manage the entire physical delivery of your UPS or Power Array from factory to datacenter. Whether your computing environment is in the basement or on the top floor of a high-rise, APC will ensure that your Power Array or UPS system arrives intact, with minimal disruption to your routine work environment. Installation Consulting Services The Installation Consulting Services provide you with the expertise needed to properly install and wire your UPS or Power Array. The electrical connection will be handled either by a customer designated electrician or an APC approved electrical contractor. In either case, APC engineers will oversee the proper installation of your APC hardware.

8 Professional Services Programs 6 Start-UP Services APC s Start-UP Services provide customers with an APC certified Power Quality Engineer to verify proper wiring of your APC hardware, and to power on, test and attach appropriate equipment to your APC UPS or Power Array. In the case of APC s Silcon 3-phase and Symmetra Power Array product lines, the engineer will: Conduct a visual inspection of both the unpacked frame and the input/output hard wiring performed by the licensed electrician. Load units with battery modules and power modules, if applicable. Start the unit and perform a comprehensive diagnostic and self test. Train your support staff on the proper use of the unit. On-Site Support Services APC s On-Site Support Services is designed for customers whose requirements include having a technician on-site to service their APC hardware. This plan includes an extension of APC s standard warranty by either one or three years. Customers who sign up for this service are entitled to next business day on-site repair service. All parts, batteries (internal only), labor, and travel expenses are included in this program. PowerPlan Extended Warranty To extend a product s standard warranty coverage, utilize APC s PowerPlan Extended Warranty service. This program entitles you to extend an APC product s standard warranty by one or three years. All parts and batteries (internal only) are

9 7 Professional Services Programs covered in this program and will be delivered to your site on the next business day. PowerAudit Yearly Review APC will perform a yearly inspection of your audited site to ensure that changing power requirements are not overwhelming the capacity of the physical site. Any changes that impact the power infrastructure are documented and inspected to assure that proper installation procedures and standards have been followed. Preventative Maintenance Visit The Preventative Maintenance Visit is an annual site visit designed to examine the status and health of your installed APC solution. APC will perform a visual and electronic inspection of your APC device to ensure that the system is performing to all technical and environmental specifications. In addition, APC will ensure that the UPS system or Power Array is operating within all safety parameters. Network Integration Service APC s Software Integration service provides an APC Engineer on-site to install or configure APC s software or accessory products. These include, PowerChute plus software, PowerNet software, or any number of APC s SmartSlots and UPS or PowerArray accessories.

10 Facilities and Datacenter Management Services Program Bundles APC Matrix-UPS APC Symmetra PowerArray APC Silcon DP300E Providing peace of mind

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12 9 Facilities and Datacenter Management Services Program Bundles Essential Power Reliability Package This offering features a baseline maintenance package for APC s 3-phase UPS systems. The package includes Start-Up Service, one year warranty coverage of parts, batteries (internal only), labor, and travel expenses. It also provides next business day on-site repair service, an annual preventative maintenance visit, and 7x24 telephone technical support, with one hour telephone response time. Premium Power Reliability Package This offering provides customers with a turnkey solution for critical computing environments. The package provides all of the benefits of the Essential Reliability Package plus Site Positioning Services for proper delivery and placement of your UPS into your environment, and Installation Consulting Services to provide guidance on the electrical wiring and installation of your system. The total offering includes Start-UP Service, one year warranty coverage of parts, batteries (internal only), travel expenses, next business day on-site repair service, one annual preventative maintenance visit, Site Positioning Services, Installation Consulting Services, and 7x24 telephone technical support with one hour telephone response time. For the higher availability systems, a same day four hour response option is also available as an upgrade to this service. Enterprise Power Reliability Package This package features the highest level service and support available from APC. The Enterprise Power Reliability Package includes all of the features of the Premium Power Reliability Package plus an initial PowerAudit, Same Day four hour response on-site repair service and a yearly PowerAudit

13 Facilities and Datacenter Management Services Program Bundles 10 Review. The Enterprise Reliability Package is tailored for mission critical environments where maximum uptime is required. During the initial term of the warranty (first year), all parts, batteries (internal only), labor and travel expenses are included. Under the Enterprise Power Reliability Package, telephone technical support, Start-Up services and Preventative Maintenance services are provided on a 7x24 basis. Annual Maintenance Service For customers with APC Silcon 3-phase systems installed, it is recommended that an annual maintenance service contract be considered. APC s service policy is to prevent potential problems from occurring. The 3-phase systems contain components and parts which will wear out over time. It is important that only specially trained staff, who are familiar with the inner workings of the APC Silcon 3-phase machines do the maintenance work. These parts must be checked regularly and replaced when appropriate. Regular maintenance helps you to avoid unnecessary downtime. Under the Annual Maintenance Service Program APC guarantees next day on-site repair service and delivery of spare parts for all APC UPS and Power Array systems, a thorough annual inspection and test of the system, and 7x24 telephone technical support. This service contract assures that your APC hardware solution is always in perfect condition to protect your critical applications against power failure. Contract coverage includes all parts, batteries (internal only), labor and travel expenses.

14 11 Facilities and Datacenter Management Services Program Bundles Quick Start Plan For customers demanding support of high availability solutions, APC has designed the Quick Start Plan. This service package bundles the APC Start-Up Service with the APC On-Site Support Service. This 7x24 support service option provides you with an extremely high level of service and support from APC. Quick Start will get your APC hardware up and running as well as provide you with an extension on the installed product s standard warranty of one or three years, with all years protected by next business day on-site repair service. All parts, batteries (internal only), labor, travel expenses, and 7x24 telephone technical support are included in this offering.

15 Service program upgrades APC Back-UPS APC Smart-UPS APC Matrix-UPS APC Symmetra PowerArray APC Silcon DP300E Putting it all together...

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17 13 Service program upgrades Off-hours Scheduling Work required on off hours is available for both the Start-UP and Preventative Maintenance Visit services to provide service on evenings and weekends. The standard service coverage is from 8am to 5pm Monday through Friday, excluding holidays. Same Day, 4 hour Service For mission critical environments that require immediate response from a service call, this upgrade is available on all APC service programs. APC s standard response time on service products is next business day. With this service upgrade, response time can be upgraded to have a technician on-site within 4 hours.

18 APC service locations around the world APC Back-UPS APC Smart-UPS APC Matrix-UPS APC Symmetra PowerArray APC Silcon DP300E No matter where you are...

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20 15 APC Service Offices/Locations Around the World North America USA & Canada Phone Fax apcc.com Latin America Argentina APCC ( ) Brazil Colombia Mexico Uruguay Venezuela Tech Support: apctchla@apcc.com Information: apcinlam@apcc.com Literature Requests: apclitla@apcc.com Asia Pacific and Australia Australia, New Zealand Phone Fax Freephone ANZ anztech@apcc.com Singapore, Thailand, Vietnam Phone Fax Malaysia Phone Fax Indonesia Phone Fax China Phone Fax Hong Kong, Taiwan Phone Fax

21 APC Service Offices/Locations Around the World 16 India, Nepal, Sri Lanka, Bangladesh, and Maldives Phone Fax Japan Phone Fax JPN apcjcs@gol.com Korea Phone Fax Philippines Phone Fax Europe, Middle East, Africa Main Numbers Phone Fax apcc.com Toll-Free Numbers Ireland x 2045 Austria Belgium Czech Rep Denmark France Finland Germany Holland Hungary Israel Italy Luxembourg Norway Poland Portugal South Africa Spain Sweden Switzerland Turkey UK Not Toll free Russia

22 17 Sarcom Testimonial With untested wiring in the new building and a network that needed to come online quickly, we felt APC s PowerAudit could help us identify and prevent any potential power problems. Scott Davidson Manager of Development and Operations Sarcom

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24 1999 All rights reserved. All APC trademarks are property of American Power Conversion. Other trademarks are property of their respective owners. Specifications are subject to change without notice. PART# A