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OPERATIONAL PLAYBOOK

Alert Message - UPS

Call Customer FM

Dispatch

Monitor

Additional Comments

Escalation Path

Battery  Alarm
X
X
This  can mean battery connection loose or failed battery.  It's imperative to get the bad battery  jumpered out of the string or we run the risk load loss.
Call  customer contact, if no answer leave message.   No call back in 10 minutes call VP-Operations.  Repeat call to customer contact.  Note all call notes in Keys ticket system  under internal comments.  Dispact if no  personell answer or call back within 30 min
Fan Alarm
X
X
Check  model specification to see if there are redundant fans.
Call  customer contact, if no answer leave message.   No call back in 10 minutes call VP-Operations.  Repeat call to customer contact.  Note all call notes in Keys ticket system  under internal comments.  Dispatch if no  personnel answer or call back within 30 min
Overload Alarm
X
X
X
Call  customer contact, if no answer leave message.   No call back in 10 minutes call VP-Operations.  Repeat call to customer contact.  Note all call notes in Keys ticket system  under internal comments.  Dispact if no  personell answer or call back within 30 min
UPS in Bypass
X
X
X
Call  customer contact, if no answer leave message.   No call back in 10 minutes call VP-Operations.  Repeat call to customer contact.  Note all call notes in Keys ticket system  under internal comments.  Dispatch if no  personnel answer or call back within 30 min
UPS Temperature Alarm
X
X
Typically  is issue with HVAC.  May require  dispatch of HVAC technician
Call  customer contact, if no answer leave message.   No call back in 10 minutes call VP-Operations.  Repeat call to customer contact.  Note all call notes in Keys ticket system  under internal comments.  Dispact if no  personell answer or call back within 30 min

Alert Message - GENERATOR

Call Customer FM

Dispatch

Monitor

Additional Comments

Escalation Path

Communication loss to generator
X
X
Wait  30 minutes.  If alert does not clear,  call RD to determine dispatch
Call  customer contact, if no answer leave message.   No call back in 10 minutes call VP-Operations.  Repeat call to customer contact.  Note all call notes in Keys ticket system  under internal comments.  Dispatch if no  personnel answer or call back within 30 min
Generator global pre-alarm active
X
Call  customer contact to determine dispatch
Call  customer contact, if no answer leave message.   No call back in 10 minutes call VP-Operations.  Repeat call to customer contact.  Note all call notes in Keys ticket system  under internal comments.  Dispatch if no  personnel answer or call back within 30 min
Low fuel level pre-alarm
X
X
Call  RD to determine if call to fill is needed.   Have fuel level percentage ready.
Call  customer contact, if no answer leave message.   No call back in 10 minutes call VP-Operations.  Repeat call to customer contact.  Note all call notes in Keys ticket system  under internal comments.  Dispatch if no  personnel answer or call back within 30 min
High fuel level pre-alarm
X
Call  RD to determine if call to empty is needed.   Have fuel level percentage ready.
Call  customer contact, if no answer leave message.   No call back in 10 minutes call VP-Operations.  Repeat call to customer contact.  Note all call notes in Keys ticket system  under internal comments.  Dispatch if no  personnel answer or call back within 30 min

Alert Message - PDU

Call Customer FM

Dispatch

Monitor

Additional Comments

Escalation Patch

Communication has been lost to PDU
X
X
X
If  associated with MOP work/repair, update the Keys ticket.  Close ticket out upon completion of  work.  If not associated with MOP work check panel schedule, see if branch circuits are reporting in monitoring  system.
Call  customer contact, if no answer leave message.   No call back in 10 minutes call VP-Operations.  Repeat call to customer contact.  Note all call notes in Keys ticket system  under internal comments.  Dispatch if no  personnel answer or call back within 30 min

Alert Message - FIRE SUPRESSION

Call Customer FM

Dispatch

Monitor

Additional Comments

Escalation Path

Trouble alarm active on fire alarm system
X
X
X
If  associated with MOP work/repair, update the Keys ticket.  Close ticket out upon completion of  work.  If not associated with MOP work check panel schedule, see if branch circuits are reporting in monitoring  system.
Call  customer contact, if no answer leave message.   No call back in 10 minutes call VP-Operations.  Repeat call to customer contact.  Note all call notes in Keys ticket system  under internal comments.  Dispatch if no  personnel answer or call back within 30 min