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APC Global Services

Service Partner Program Guide NetworkAIR™ Precision Cooling Equipment

Service Partner Program Guide

TABLE OF CONTENTS

1 Introduction .............................................................................................................................. 3

2 Service Partner Criteria & Benefits......................................................................................... 4 2.1 Benefits & Support. ................................................................................................................. 4 2.2 Infrastructure & Coverage. ...................................................................................................... 4 2.3 Tools. ...................................................................................................................................... 5 3 Customer Satisfaction. ............................................................................................................ 7 3.1 Customer Satisfaction Survey................................................................................................. 7 3.2 Escalation Process.................................................................................................................. 7 3.3 Product Quality........................................................................................................................ 8 4 Return Material Authorization (RMA) Procedure................................................................... 9

5 Service Product Entitlements & Pricing............................................................................... 11

6 Dispatch Fees & Reimbursement. ........................................................................................ 15 6.1 Dispatch Fee Schedule. ........................................................................................................ 15 6.2 Reimbursement Procedure. .................................................................................................. 16 7 Training Program. .................................................................................................................. 17 7.1 Training Curriculum............................................................................................................... 17 8 Support & Contact Information. ............................................................................................ 20

9 Commonly Used APC Terms and Abbreviations. ............................................................... 21

10 Appendix A: Scopes of Work & Site Forms. ........................................................................ 23

APC Global Service Selector http://www.apc.com/support/service/ American Power Conversion 12/6/2002

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1 Introduction Congratulations and welcome to APC’s Service Partner Program! This binder outlines the APC Service Partner Program and is designed to provide you with the key details required in establishing a solid partnership with APC. APC is a leading provider of global end-to-end infrastructure availability solutions. Our mission is to create delighted customers by improving the manageability, availability and performance of information and communication systems, through the rapid delivery of innovative solutions to real customer problems. To support this mission APC Global Services has developed a set of goals and service policies that drive the way we do business in the service management and fulfillment area. In APC we believe that the best way to achieve satisfied customers is not just to sell and perform services at the right time and place. We believe that customer satisfaction is achieved by delivering high quality products that are easy to service and maintain. APC Global Services has a very close relationship with other departments within APC, such as Research & Development, Manufacturing, Sales and Marketing Communications. Our service organization participates in, and allocates resources to the development of new products and solutions. We continuously support initiatives to improve on existing product lines. The result is that the majority of processes upon which services are managed and delivered are supported by the entire organization with the mutual goal of continuously improving the product quality

and consequently driving down failure rates along with the need for costly unscheduled maintenance visits. Throughout this binder and via the training that you will receive from APC, you will get familiarized with these processes. Your company will play an important role in contributing to improve product quality and customer satisfaction! APC has a long history of success through partnership. Many customers, though global in their infrastructure, depend on local businesses to service and support their critical business needs. The advantage of APC partnering with local industry-leading specialists in the area of precision cooling, is that the customer receives the benefit of personalized local service and support while having access to a world class network of power, precision cooling, air distribution, and management solutions. We are pleased to welcome you to our team and wish you success in your status as an Authorized APC Service Partner.


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2 Service Partner Criteria & Benefits. By receiving this binder we believe your company has already met the criteria that APC sets for Authorized Service Partners. This section is to provide you with a brief overview of the benefits and support that you will enjoy from your partnership with APC as well as some of expectations that we have of you concerning infrastructure and coverage. 2.1 Benefits & Support. As an APC Service Partner all training, documentation, telephone and on-site support in the event of required escalation is free of charge.

Telephone and On-Site technical support when required Access to service bulletins, drawings and configuration support Appropriate spare parts stocking levels available at APC Additional leads and fulfillment jobs by servicing APC’s corporate accounts

To assure that our partners always have access to the latest updates on APC product documentation and news releases, you will be provided access to APCs personalized partner pages where you will find the following:

Product Trainings & Events Sales & Marketing Tools APC News

The following documentation is managed by the AGS Training Department and will be sent to you directly by e-mail or on a CD:

Service Training updates Service Bulletins New or updated Scope of Work or Site Forms

For any information on your account status or billing inquiries:

Contact your APC Regional Service Manager 2.2 Infrastructure & Coverage. The following outlines the infrastructure and coverage criteria that your company must maintain at all times as an APC Service Partner. For specific details on your contractual obligations regarding this, please refer to your Service Provider Contract [section 2. Service Partner Responsibilities] or contact your regional APC Service Manager [see section 8 for contact details].

A minimum of 2 full time APC Certified Service Engineers 24/7 dispatch capability Adequate tools and instrumentation (see section 2.3 below)


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Required national and local refrigeration and safety certifications Required national and local insurance coverage Signed legal contract for APC Service Partner Program

2.3 Tools. Field equipment required for servicing precision cooling equipment:

1) Relative Humidity Meter 2) Flow meter 3) Temperature Meters 4) Refraction meter 5) Air flow meter 6) Hole punch set 7) Charging Scale 8) Vacuum Pump 9) Micron meter 10) Reclaim unit 11) Cordless drills 12) Manifold gauges 13) Oxy/Acylene torch set 14) Nitrogen Regulator 15) Digital Volt/amp meters 16) Refrigerant leak detectors 17) Wet/Dry Vacuum 18) Digital Camera

Hand tools:

1) Schrader valve remover 2) Set of fin combs 10-14 fins per inch 3) Set of service valve wrenches 4) Inspection mirror 5) Razor knife 6) Wire cutters 7) Wire strippers 8) Crimpers 9) Tubing cutter for up to 13/8 pipe OD 10) Tubing cutter for down to 5/16 OD 11) Wire Brush set 12) Full set of screwdrivers Flat & Philips 13) Torx bit set T10-T60 14) Full set of allen wrenches standard 15) Box end wrenches 1/4" - 7/8" 16) Flashlight 17) Hammer 18) Punch


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19) 6" Cresent wrench 20) 10" Cresent wrench 21) 1/4" nut driver 22) 5/16 nut driver 23) 1/4” drive ratchet 24) 3/8" drive ratchet 25) Sockets 3/8-3/4 3/8 drive 26) Sockets 4-13 mm ¼ drive 27) Drill bit index 28) 4 piece plier set 29) Locking pliers 30) 1/4 magnetic screw bit driver 31) 5/16 magnetic screw bit driver 32) Pair of tin snips 33) Tape measure 34) Torpedo level 35) Precision screwdriver 36) Pop rivet gun 37) Chalking gun.

Communication equipment:

35) Laptop or portable computer. Must have at least 1 COM port available, and a network (10base-T) card or adapter installed

36) Required software. All software must be legal (registered) versions. a. Excel 97 or newer b. HyperTerminal or other terminal emulation package c. Internet Explorer 5.0 or newer, or DOS prompt for telnet session d. E-mail software to attach files and email them with reports to APC

37) Portable printer to print reports on site 38) Cables necessary to connect computer to:

e. Air conditioner COM port to download the event log f. Web/SNMP card g. Cat5 network cable for connecting to the Web/SNMP Card and looking at alarm log

for newer than 30 most recent alarms as well as variable trending information


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3 Customer Satisfaction. APC’s overall goal is to achieve the highest level of customer satisfaction possible. All of our processes and our mission and vision statements target this goal. 3.1 Customer Satisfaction Survey. APC Global Services contracts a third party research company to conduct customer surveys after all service visits by APC Service Engineers and Service Partners. These surveys consist of approximately twelve questions to gauge the success of each service visit. The responses are on a scale of 1-5. APC’s goal is to consistently achieve an overall rating of 4.6 or greater. In the event of a customer rating less than 3, an APC Manager will follow up with the client to determine the required corrective action. Based on customer satisfaction ratings your performance as an APC Authorized Service Partner will be reviewed on a yearly basis. 3.2 Escalation Process. APC has a well defined escalation process that is in place to assure proper and timely escallation and resolution in case of a critical failure that would require more than dispatch of a Service Technician.

* Rapid response team of product experts

StartAPC Customer contacts APC Global Services Technical Support

If the problem is not identified, the APC Global Services Tiger Team* is contacted to assist in theresolution. The AGS Operations Manager and AGS Regional Manager are informed of site details

and status.

AGS Technical Support Engineer troubleshoots with the customer and then resolves, OR determines asite visit is required and dispatches a Field Service Engineer.

If the problem is not identified, an AGS Tiger Team* member is dispatched to the site to finalize theresolution. The AGS Director, Availability Product Line GM, GM of Sales and Customer DM are

informed of site details and status.

Time Line Internal APCEscalation

Field ServiceEngineer

AGS Management

APC SeniorManagement

If the problem cannot be determined within 48 hours, the APC equipment may be replaced at no cost tothe customer. The AGS Director contacts APC CEO so that the APC CEO can discuss the resolution

with the customer

APC CEO

Case Severity: Medium

Case Severity: Low

Initial Contact

0 - 4 Hours Of FSEArrival



.

Case Severity: Critical

Note. The APC Manufacturer Representative will receive an e-mail notification on unscheduled maintenance dispatches Does not apply to faulty field piping external to the APC equipment, nor to external control systems and heat rejection systems not provided by APC.


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3.3 Product Quality. APC strives to deliver the highest quality product by documenting and maintaining controlled manufacturing processes. These processes include the following:

Supplier Management Systems that require use of suppliers qualified by on-site audits and suppliers agreements.

Continuous Manufacturing Improvements that are data driven based on the top performance indicators of APC’s measurement of quality and productivity. APC implements these improvements via Engineering Change Orders and documented Work Instructions

Defect Correction and Avoidance Process (DCA Process) that uses data collection and failure analysis to drive a 7-Step Corrective Action process. This process provides effective and team-oriented root cause analysis and defect prevention.

APC is registered by the ISO 9001 Quality Management Systems and ISO 14001 Environmental Control. DCA Mission Statement. To identify and remove the process barriers that prevent APC from attaining zero product defects. To make up-to-date global factory and field quality data instantly available in a consistent format to any APC employee anywhere in the world, and to document, improve, and communicate the process for using such information to improve customer satisfaction through rapid correction of defects and ultimately through defect prevention.

APC CustomerAGS Regional Manager

ProductManagement

Corrective Actions DBR&DAPC SuppliersAPC Manufacturing Platform Engineering

Application Engineering

AGS Field Service

AGS Tech Support

IMPORTANT. In order for the DCA process to work as intended it is very important that you ship back to APC any failed part listed under Chapter 4 [Return Material Authorization (RMA) Procedure].


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4 Return Material Authorization (RMA) Procedure. In order to maintain proper spare parts inventories and to ensure proper quality control, APC requires our service providers to follow the procedures described in this section when returning failed parts. Failed parts that MUST be returned to APC for failure analysis:

Actuators Address cards Chilled water valves-2way/3way Compressors Condensate pumps Condensers/ condensing units/ dry coolers Control boards Contactors Solenoid valves and coils Thermal expansion valves Electronic or remote bulb thermostats Entire blower assemblies Fuse and non-fused main electrical disconnects Gateways Glycol pumps Head pressure controls –P66/ VFD66 Humidification control boards Motors- evaporator/condenser Sensors Serial cards Smoke detectors/ smoke detector subbases Transformers VFD controllers Water detection modules- rope/ spot Water regulating valves- high pressure/ 2 way/ 3 way

All failed and unused parts should be returned in the original packaging in which replacement parts were shipped or equivalent packaging in order to receive payment for services. Prior to departing the customer’s site the Service Technician or Service Provider must contact APC:

— During normal business hours (8:00 AM to 5:00PM EST) call your dispatcher. — After normal business hours contact APC Technical Support 1-800-800-4APC. — APC must be given the tracking number, located on the ARS tag, for all parts being

returned. On the outside of the package:

— Attach ARS tag (pre-paid UPS shipping tag) shipped with the replacement part. — Record the RMA# on the outside of the package.


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— Packaging containing unused parts must be labeled “CONTAINS UNUSED PARTS”. All failed parts must be returned with:

— Completed Yellow Failure tag — Name of the customer — Name of the Service Technician — Equipment Serial number — Description of the failure

Parts must be shipped within 24 hours to:

APC 1600 Division Rd.

West Warwick, RI 02893 ATTN: RMA #(include RMA #)

FAILURE TO COMPLY WITH ALL OF THE ABOVE REQUIREMENTS WILL RESULT IN DELAY OR FORFEITURE OF PAYMENT FOR SERVICES. If you have any questions please call APC Technical Support at 1-800-800-4APC


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5 Service Product Entitlements & Pricing. Regular business hours - (5x8) means 8:00 AM – 5:00 PM Local time, Monday through Friday, excluding Holidays. Start-Up Service 5X8 - Provides an APC Authorized Engineer on site that verifies the precision cooling equipment has been properly installed and includes a functionality check, start-up based on factory specifications and documentation, plus a basic customer training on operation and maintenance. Performed during normal business hours. Labor and travel expenses are included. Does not include refrigerant, electrical/mechanical installation, field wiring or piping. The pre-Start-Up Checklist must be completed and returned prior to service scheduling. Authorized System Start-Up is a requirement for any extended warranty / on-site contract to be in effect. Start-Up Service 7x24 - Provides an APC Authorized Engineer on site that verifies the precision cooling equipment has been properly installed and includes a functionality check, start-up based on factory specifications and documentation, plus a basic customer training on operation and maintenance. All service is performed at any hour requested by the customer. Labor and travel expenses are included. Does not include refrigerant, electrical/mechanical installation, field wiring or piping. The pre-Start-Up Checklist must be completed and returned prior to service scheduling. Monthly Preventative Maintenance Service 5X8 - Provides 1 year of Monthly preventative maintenance service visits (12) by an APC Authorized Engineer on the precision cooling equipment to ensure proper operation over time so that the equipment is performing to stated specifications, as indicated in manufacturer’s documentation. All service is performed during normal business hours. Labor and travel expenses are included along with pre-determined maintenance consumable items required for monthly preventative maintenance. Monthly Preventative Maintenance Service 7X24 - Provides 1 year of Monthly preventative maintenance service visits (12) by an APC Authorized Engineer on the precision cooling equipment to ensure proper operation over time so that the equipment is performing to stated specifications, as indicated in manufacturer’s documentation. All service is performed at any hour requested by the customer. Labor and travel expenses are included along with pre-determined maintenance consumable items required for monthly preventative maintenance. Quarterly Preventative Maintenance Service 5X8 - Provides 1 year of Quarterly preventative maintenance service visits (4) by an APC Authorized Engineer on the precision cooling equipment to ensure proper operation over time so that the equipment is performing to stated specification, as indicated in manufacturer’s documentation. All service is performed during normal business hours. Labor and travel expenses are included along with pre-determined maintenance consumable items required for quarterly preventative maintenance. Quarterly Preventative Maintenance Service 7x24 - Provides 1 year of Quarterly preventative maintenance service visits (4) by an APC Authorized Engineer on the precision cooling equipment to ensure proper operation over time so that the equipment is performing to stated specifications, as indicated in manufacturer’s documentation. All service is performed at any hour requested by


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the customer. Labor and travel expenses are included along with pre-determined maintenance consumable items required for quarterly preventative maintenance. Semi-Annual Preventative Maintenance Service 5X8 - Provides 1 year of Semi-Annual preventative maintenance service visits (2) by an APC Authorized Engineer on the precision cooling equipment to ensure proper operation over time so that the equipment is performing to stated specification, as indicated in manufacturer’s documentation. All service is performed during normal business hours. Labor and travel expenses are included along with pre-determined maintenance consumable items required for Semi-Annual preventative maintenance. Semi-Annual Preventative Maintenance Service 7x24 - Provides 1 year of Semi-Annual preventative maintenance service visits (2) by an APC Authorized Engineer on the precision cooling equipment to ensure proper operation over time so that the equipment is performing to stated specification, as indicated in manufacturer’s documentation. All service is performed at any hour requested by the customer. Labor and travel expenses are included along with pre-determined maintenance consumable items required for Semi-Annual preventative maintenance 1-Year Extended Warranty on Compressors - This service extends the standard factory warranty (as defined in the user manual) of the compressor (s) in the APC precision cooling unit/module by 1 year and includes 7X24 Telephone Technical Support. This coverage covers the next business day shipment and return freight of the compressor (s). Extended warranty must be purchased within the standard factory warranty period. Can be purchased to provide up to a total of 6 years compressor coverage (inc. Factory warranty). A Factory Start-Up and a minimum of an APC Semi-Annual Preventative Maintenance service contract must be purchased for the equipment in order to provide this coverage for compressors. 1-Year Best Endeavor On-Site Response Service - Provides 1-year On-Site Repair Service on APC precision cooling equipment and 7x24 Telephone Technical Support. Response time to on-site service calls is Best Endeavor. Parts (excluding Preventative Maintenance items), refrigerant, labor and travel are included. A Monthly or at minimum a Quarterly Preventative Maintenance Service contract must be purchased for the equipment to provide this coverage. 1-Year Next Business Day On-Site Response Service (* )- Provides 1-year On-Site Repair Service on APC precision cooling equipment and 7x24 Telephone Technical Support. Response time to on-site service calls is Next Business Day. Parts (excluding Preventative Maintenance items), refrigerant, labor and travel are included. A Monthly or at minimum a Quarterly Preventative Maintenance Service contract must be purchased to provide this coverage, along with an APC Factory Authorized Start-UP. 1-Year Next Day On-Site Response Service (*) - Provides 1-year On-Site Repair Service on APC precision cooling equipment and 7x24 Telephone Technical Support. Response time to on-site service calls is Next Day. Parts (excluding Preventative Maintenance items), refrigerant, labor and travel are included. A Monthly or at minimum a Quarterly Preventative Maintenance Service contract must be purchased to provide this coverage along with an APC Factory Authorized Start-Up.


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1-Year 4-Hour On-Site Response Service (*) - Provides 1-year On-Site Repair Service on APC precision cooling equipment and 7x24 Telephone Technical Support. Response time to on-site service calls is 4-Hours. Parts (excluding Preventative Maintenance items), refrigerant, labor and travel are included. A Monthly or at minimum a Quarterly Preventative Maintenance Service contract must be purchased to provide this coverage (*) Some entitlements are not available in all areas


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PART NUMBER DESCRIPTION Service contract price to Contractor

Service contract price to End-Client

APC EXTENDED WARRANTIES FOR COMPRESSORS

WEXTWAR1YR-AX-01 APC 1-YEAR EXTENDED WARRANTY FOR 3-10 KW / 1-3 T $65 $81


WEXTWAR1YR-AX-03 APC 1-YEAR EXTENDED WARRANTY FOR 31-49 kW / 9-14 T $147 $184



APC EXTENDED WARRANTIES FOR RM AIR DISTRIBUTION UNIT

WEXTWAR1YR-AX-10 APC 1-YEAR EXTENDED WARRANTY FOR NETWORKAIR™™ RM AIR DISTRIBUTION UNIT $60 $114

APC START-UP DURING NORMAL BUSINESS HOURS FOR CHILLED WATER: CCT-CW, CEILING MOUNT CW & TECH COOL CW

WSTRTUP5X8-AX-20 APC START-UP DURING NORMAL BUSINESS HOURS FOR CHILLED WATER UNITS < 11 KW / 3 T $487 $609

WSTRTUP5X8-AX-21 APC START-UP DURING NORMAL BUSINESS HOURS FOR CHILLED WATER UNITS 11-27 KW / 4-7 T $487 $609

WSTRTUP5X8-AX-22 APC START-UP DURING NORMAL BUSINESS HOURS FOR CHILLED WATER UNITS 28-87 KW / 8-25 T $558 $697

WSTRTUP5X8-AX-23 APC START-UP DURING NORMAL BUSINESS HOURS FOR CHILLED WATER UNITS > 87 KW / > 25 T $558 $697

APC START-UP OUTSIDE NORMAL BUSINESS HOURS FOR CHILLED WATER: CCT-CW, CEILING MOUNT CW & TECH COOL CW

WSTRTUP7X24-AX-20 APC START-UP OUTSIDE NORMAL BUSINESS HOURS FOR CHILLED WATER UNITS < 11 KW / 3 T $769 $962

WSTRTUP7X24-AX-21 APC START-UP OUTSIDE NORMAL BUSINESS HOURS FOR CHILLED WATER UNITS 11-27 KW / 4-7 T $769 $962

WSTRTUP7X24-AX-22 APC START-UP OUTSIDE NORMAL BUSINESS HOURS FOR CHILLED WATER UNITS 28-87 KW / 8-25 T $840 $1,050

WSTRTUP7X24-AX-23 APC START-UP OUTSIDE NORMAL BUSINESS HOURS FOR CHILLED WATER UNITS > 87 KW / > 25 T $840 $1,050

APC START-UP DURING NORMAL BUSINESS HOURS FOR CEILING MOUNT SERIES

WSTRTUP5X8-AX-30 APC START-UP DURING NORMAL BUSINESS HOURS FOR CEILING MOUNT UNITS $565 $706

WSTRTUP5X8-AX-31 APC START-UP DURING NORMAL BUSINESS HOURS FOR CEILING MOUNT UNITS W/ OHE $671 $838

APC START-UP OUTSIDE NORMAL BUSINESS HOURS FOR CEILING MOUNT SERIES

WSTRTUP7X24-AX-30 APC START-UP OUTSIDE NORMAL BUSINESS HOURS FOR CEILING MOUNT UNITS $847 $1,059

WSTRTUP7X24-AX-31 APC START-UP OUTSIDE NORMAL BUSINESS HOURS FOR CEILING MOUNT UNITS W/ OHE $953 $1,191

APC START-UP DURING NORMAL BUSINESS HOURS FOR AFX & TECH COOL SERIES

WSTRTUP5X8-AX-40 APC START-UP DURING NORMAL BUSINESS HOURS FOR AIR/ WATER/ GLYCOL/ PRECOOL 0-27 KW / 1-7 T $600 $750

WSTRTUP5X8-AX-41 APC START-UP DURING NORMAL BUSINESS HOURS FOR AIR/ WATER/ GLYCOL/ PRECOOL 0-27 KW /. 1-7 T W/ OHE $664 $829

WSTRTUP5X8-AX-42 APC START-UP DURING NORMAL BUSINESS HOURS FOR AIR/ WATER/ GLYCOL/ PRECOOL 28-35 KW / 8-10 T $600 $750

WSTRTUP5X8-AX-43 APC START-UP DURING NORMAL BUSINESS HOURS FOR AIR/ WATER/ GLYCOL/ PRECOOL 28-35 KW / 8-10 T W/ OHE $664 $829

WSTRTUP5X8-AX-44 APC START-UP DURING NORMAL BUSINESS HOURS FOR AIR/ WATER/ GLYCOL/ PRECOOL > 35 KW / > 10 T $847 $1,059

WSTRTUP5X8-AX-45 APC START-UP DURING NORMAL BUSINESS HOURS FOR AIR/ WATER/ GLYCOL/ PRECOOL > 35 KW / > 10 T W/ OHE $918 $1,147

APC START-UP OUTSIDE NORMAL BUSINESS HOURS FOR AFX & TECH COOL SERIES

WSTRTUP7X24-AX-40 APC START-UP OUTSIDE NORMAL BUSINESS HOURS FOR AIR/ WATER/ GLYCOL/ PRECOOL 0-27 KW / 1-7 T $882 $1,103

WSTRTUP7X24-AX-41 APC START-UP OUTSIDE NORMAL BUSINESS HOURS FOR AIR/ WATER/ GLYCOL/ PRECOOL 0-27 KW / 1-7 T W/ OHE $946 $1,182

WSTRTUP7X24-AX-42 APC START-UP OUTSIDE NORMAL BUSINESS HOURS FOR AIR/ WATER/ GLYCOL/ PRECOOL 28-35 KW / 8-10 T $882 $1,103

WSTRTUP7X24-AX-43 APC START-UP OUTSIDE NORMAL BUSINESS HOURS FOR AIR/ WATER/ GLYCOL/ PRECOOL 28-35 KW / 8-10 T W/ OHE $946 $1,182

WSTRTUP7X24-AX-44 APC START-UP OUTSIDE NORMAL BUSINESS HOURS FOR AIR/ WATER/ GLYCOL/ PRECOOL > 35 KW / > 10 T $1,129 $1,412

WSTRTUP7X24-AX-45 APC START-UP OUTSIDE NORMAL BUSINESS HOURS FOR AIR/ WATER/ GLYCOL/ PRECOOL > 35 KW / > 10 T W/ OHE $1,200 $1,500

Note. Pricing for Preventative Maintenance and On-Site Service TBD. For multiple unit discounts please contact your APC Sales Representative for assistance.


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6 Dispatch Fees & Reimbursement. 6.1 Dispatch Fee Schedule.

NetworkAIR™ Product

Start-Up OR Semi-Annual

Maintenance Visit 5X8

Start-Up OR Semi-Annual Maintenance Visit 7X24

Monthly OR Quarterly

Preventative Maintenance

Visit 5X8

Monthly OR Quarterly

Preventative Maintenance Visit 7X24

Unscheduled Maintenance:

Best Endeavor, Next Business Day OR Next Day Response

Unscheduled Maintenance

Dispatches: 4-Hour Response

Ceiling Mount Units (excl. CW models)

Self Contained (Base units):AW/G/PC- All Tonnages $210 $315 $140 $210 $210 $315

CM units w/ OHE- All Tonnages $280 $420 $210 $315 $210 $315 Chilled Water Units

< 11 kW / 3 T (incl. CM models) $140 $210 $140 $210 $140 $210

11-27 kW / 4-7 T (incl. CM models) $140 $210 $140 $210 $140 $210

28-87 kW / 8-25 T $280 $420 $140 $210 $210 $315

>87 kW / > 25 T $280 $420 $140 $210 $210 $315 FM Units (Tech Cool, AFX, FM Series)

FM Base units: A/W/G/PC- 0-27KW / 1-7 T $210 $315 $210 $315 $280 $420

FM Base units: A/WG/PC- 28-35KW / 8-10 T $280 $420 $210 $315 $280 $420

FM Base units: A/W/G/PC- >35KW / > 10 T $350 $525 $210 $315 $280 $420

FM units w/ OHE- 0-27KW / 1-7 T $280 $420 $280 $420 $350 $525

FM units w/ OHE- 28-35KW / 8-10 T $280 $420 $280 $420 $350 $525

FM units w/ OHE- >35KW / > 10 T $420 $630 $280 $420 $350 $525 Truck Fee Per Dispatch

Same fee applies to all equipment sizes $50 $50 $50 $50 $50 $50 Multi Unit Discount

Same discount applies to all equipment sizes 25% 25% 25% 25% 25% 25%

NOTES:

ALL RATES ARE PER DISPATCH PER KW SIZE ACCORDING TO SCHEDULE ABOVE. MULTI-UNIT DISCOUNTS: FOR SERVICES THAT CAN BE PERFORMED ON UNITS IN THE SAME LOCATION ON THE SAME DAY. APC WILL PAY FULL DISPATCH FEE FOR THE FIRST UNIT AND DISCOUNTED FEE FOR THE REMAINING UNITS ON THAT SAME LOCATION. THE TRUCK FEE WILL BE PAID IN ADDITION TO THE PAYMENT FOR THE SERVICE DISPATCH. ALL FEES ARE SUBJECT TO CHANGE


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6.2 Reimbursement Procedure. Within 48 hours of authorized service completion, the Service Partner must provide the following documentation to APC:

1. Signed Site Authorization form – faxed to AGS Oerations at (+1) 401-431-6194, or mailed. No verbal authorizations for expenses will be allowed or reimbursed.

2. Completed site report attached (as a file attachment) in an e-mail to [email protected]

3. In the ‘Subject’ line of the email put the Case ID# and State abbreviation of where service was performed.

4. Invoice – faxed or mailed. If additional site visits are necessary, the service provider must get prior approval from APC in order to be compensated. If there is a question with an invoice the Regional Manager will contact you for further clarification. The invoice will be procesed and paid within 30 days, once all the above information has been received by the appropriate AGS Operations personnel. Any questions regarding status of payment should be directed to your Regional Manager. Mailing address for original documents:

APC Attn: AGS Operations

40 Catamore Blvd. East Providence, RI 02914

Phone: 401-435-9800


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mailto:[email protected]


7 Training Program. Currently all service training on APC NetworkAIR™ equipment takes place in our East Providence facility in Rhode Island. At our training seminars, we use methods such as multimedia instruction and actual hands-on training with live equipment; giving the Service Technician the opportunity to practice what he or she learns right in the class room. In addition to the technical curriculum, the Service Technician will receive introduction to APC’s other products as well as training on service processes and procedures. All training and documentation in relation to the service training is free of charge. Lunch is included with the service training. The Service Partner is responsible for all travel and ground costs excl. Lunch. The duration of the service training seminar is 4 days covering all of APCs precision cooling models (modules 1 AND 2 below), and APC processes and procedures. 7.1 Training Curriculum. The following training modules are available:

1. NetworkAIR™ AFX, Tech Cool, Chilled Water and Ceiling Mount Series. 2. NetworkAIR™ FM Series ! NEW !

APC aims to utilise the same service fullfillment method for all of our Precision Cooling products, we require that our partners complete both training modules before issuing the actual service aurhorization. Overview of Training Agenda:

1. General Topics a. Introduction to APC b. APC Global Services: Mission, Strategy and Organization c. Processes

2. Computer Room Cooling a. Design Criteria b. Types of Systems and Typical Features

3. NetworkAIR™ Equipment (per modules above) a. Equipment Features b. Installation & Pre Start-Up c. Start-UP d. Preventative Maintenance e. Controls f. Hands On

4. Warranty and Return Material Authorization


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Prerequisites: 5 years commercial HVAC field experience OR completion and graduation of a

comprehensive HVAC Technical Course/Program OR Journeymen-ship combined with 3 years of Commercial HVAC field experience

Type II EPA refrigerant certification Direct Employee of signed APC Service Partner Successful completion of pre-test

Note: APC Training reserves the right to administer “pre-testing” prior to training to determine the suitability of candidates. How to request Service Training:

1. Review the prerequisites above to determine which training is appropriate for the Service Engineer.

2. Print out the request form on the following page. 3. Fill out the requested information at the top of the form. 4. Check the boxes next to the training appropriate for your Service Engineer and the dates

you would prefer. 5. Submit the training request to your Regional Manager via fax. 6. The Regional Manager will forward your request to AGS Training. 7. You will be notified of confirmation and details.

For further information on APC NetworkAIR™ service training please contact your AGS Regional Manager.


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APC Service Partner Training Request Form APC NetworkAIR™ Products

Service Partner Company:

Contact:

Telephone:

Field Engineer: Dates requested

NetworkAIR™ AFX, Tech Cool, Chilled Water & Ceiling Mount Series

NetworkAIR™ FM Series









NetworkAIR™ FM Series Comments:___________________________________________________________________________________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________


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8 Support & Contact Information. AGS North American Operations Manager Phone: (401) 435-9800, Ext. 6879 John Bonzani Cell: (401) 640-3681 [email protected] Fax: (509) 753-2317 West Region Manager Phone: (949) 361-5940 Mark Gee Cell: (949) 436-0780 [email protected] Fax: (949) 361-5940 Midwest Region Manager Phone: (401) 435-9800, Ext. 6527 Jim Ring Cell: (401) 480-5084 [email protected] Fax: (401) 431-6194 South Region ‘A’ Manager Phone: (614) 447-1785 Stephen Garbe Cell: (614) 447-1785 [email protected] Fax: (614) 447-1786 South Region ‘B’ Manager Phone: (410) 360-7386 Michael Cox Cell: (410) 409-1870 [email protected] Fax: (410) 360-5932 Northeast Region Manager Phone: (410) 360-7386 Bill Wilson Cell: (410) 409-1870 [email protected] Fax: (410) 360-593 APC Technical Support Phone: 1-800-800-4APC


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9 Commonly Used APC Terms and Abbreviations. AGS APC Global Services BE Best Endeavor. This term is the response time to on-site

service calls that is used in conjunction with the 1-Year On-Site Service. Best Endeavor response to on-site service calls will usually be within a timeframe of no more than 72 hours. However, there is no guarantee for response time.

Config Team The APC Configuration Support Team. – A group of pre-

sales support engineers that specialize in configuration of hardware and service solutions, pricing etc.

Configurator A software program that is used for easy configuration of

APC hardware and service solutions, for the purpose of creating and quoting and exact solution.

FSE Field Service Engineer. NBD Next Business Day. This term is the response time to on-

site service calls that is used in conjunction with 1-Year On-Site Service. Next Business Day is defined as the next day of normal business hours (EST) from the time that a service request was placed with APC Technical Support. The service call must be placed within normal business hours.

ND Next Day. This term is the response time to on-site service

calls that is used in conjunction with the 1-Year On-Site Service. Next Day is defined as the next day local time from the time that a service request was placed with APC Technical Support. That includes weekends and holidays. The service call does not need to be placed within normal business hours.

OHE Outside Heat Exchanger. PM Preventative Maintenance. PMV Preventative Maintenance Visit. Product Based Service A service product that relates to a specific hardware type

or group. Professional Service Consulting types of services. Does not necessarily relate

to a specific hardware type or group.


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RMA Return Material Authorization. Scheduled Services Services that can be scheduled ahead of time. These

services include Start-Up Services and Preventative Maintenance Visits.

Siebel The software program that APC uses to manage sales and

service operations, including scheduling of service visits, dispatching for unscheduled visits, customer tracking, service certificates, and reporting.

SKU Stock Keeping Unit. Another term for part number. Services

are not generally stockable products, however the part numbers are still referred to as SKUs.

SM Scheduled Maintenance. SU Start-Up. TS Technical Support. APC Technical Support Engineers are

available to customers and Service Partners around the clock (7 x 24 x 365)

TSE Technical Support Engineer. UM Unscheduled Maintenance. Unscheduled Services Service calls that cannot be scheduled ahead of time. Also

referred to as emergency site visits or corrective maintenance visits. On-Site service contracts fall under this category.

5X8 Scheduled site visits (Start-Up or Preventative Maintenance)

that are performed within regular business hours. APC North America regular business hours are from 8am to 5pm local time, Monday thru Friday, excluding holidays.

7X24 Scheduled site visits that are performed at any hour

requested by the customer, generally outside regular business hours. This includes nights, weekends, and holidays.

4HR 4 Hours. The response time to on-site service calls that is

used in conjunction with the 1-Year On-Site Service. 4-Hour response is defined as the guarantee of getting an APC authorized Service Technician on-site within 4 hours from the time that the APC Technical Support deems an on-site visit necessary. That includes nights, weekends and holidays. The service call can be placed at any hour.


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10 Appendix A: Scopes of Work & Site Forms. All site visits must be accompanied, documented and completed by using the official APC Scope of Work and Site Forms. These forms are designed to assure proper documentation to the customer so that the right information gets back to APC for quality purposes. A site visit is not considered completed until the proper site form has been filled out, signed by both the customer and the Service Technician, and submitted by mail or fax to APC [see procedure on Scope of Work]. Please see section 6.2 for reimbursement procedure.


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