UPS maintenance contracts

What a contract includes

• Scheduled visits: one or two full preventive maintenance visits a year per system, with dates set at the start of the term.
• Emergency response: priority dispatch with the response time stated per site.
• Parts terms: which wear parts are included, which are quoted, and how approvals work.
• Battery plan: testing at every visit and replacement scheduled within the manufacturer's window.
• Reports: a written report after every visit and an annual summary for the whole fleet.

Choosing the visit frequency

Two visits a year is the level manufacturers' own data supports for critical systems. Vertiv found that units with two maintenance visits a year had a mean time between failures 23 times higher than units with none, and concluded that two or more visits a year substantially increase reliability. One visit a year can suit small or lightly loaded units in a clean, cool room.

Questions to settle before you sign

• Response time: is it time to call back, time to arrive or time to restore, and does it apply nights and weekends?
• Coverage list: every UPS, battery cabinet and bypass panel named by model and serial number.
• Batteries: are replacements included, quoted or pro-rated, and at what age or test result are they triggered?
• Parts for older models: what happens when a part is no longer made?
• Reporting: format, timing and who receives it.
• Exclusions: damage from water, power events or work done by others without agreement.

Multi-site fleets

Organizations with branches, clinics or schools across several provinces get one agreement, one schedule and one invoice. Each site keeps its own response time based on its city. The annual summary ranks sites by risk, battery age and part age so replacement budgets can be planned a year or two ahead. Public bodies can use our public sector page for tender and standing-offer requirements.

Budgeting batteries inside the contract

Batteries are the largest recurring cost. A VRLA string sold as a 5-year design is due for replacement at three to four years according to Vertiv's EXM2 manual, so a contract that starts with a two-year-old string will see a replacement within its term. We show the expected replacement year for every string in the first report.

Contracts usually pair the battery plan with the visit schedule described in this outline of scheduled UPS maintenance. When a string reaches its window, UPS battery replacement can be quoted as a separate line so the contract price stays stable.

Our UPS services

Service by brand

UPS service by city

Engineering guides

Related pages

Common questions

How many visits should a UPS contract include?

Two a year for critical three-phase systems, which Vertiv's reliability data supports; one a year can be enough for small units in a clean, cool room.

Are batteries included in a maintenance contract?

Testing always is. Replacement can be included, quoted when due, or budgeted in advance; the contract should say which, and what age or test result triggers it.

Can one contract cover sites in several provinces?

Yes. One agreement covers the whole fleet, with each site's response time set by its location: same day in Montreal, Quebec City, Toronto and Ottawa, 24 to 48 hours elsewhere.

Can you take over a contract from another provider?

Yes. We start with a baseline visit on each system so the first report shows the real condition, battery age and part age.

Do you cover UPS models the manufacturer no longer supports?

Often, depending on parts. The contract states how unavailable parts are handled, and we flag those models for replacement planning.

How fast do you reply to a contract request?

Within 4 business hours, with questions or a draft scope.

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