Field Quality Plan

RIELLO POWER INDIA PVT. LTD.
Doc No: RPIPL/QP/SER/01

Title: Field Quality Plan
Scope of Work:
This procedure describes the working practice during installation of UPS
General Description:
This procedure describes the working practice during installation of UPS
After conforming the Site address, date & time by customer, our customer support
team allocates service Engineer to do the task
Equipment and Tools:

Riello service engineer carry all essential and regularly used spares in their kit
including Digital Multimeter, Screw driver set, Soldering Iron, Spanner set, Wrench
set
Work Procedure:
A fully computerized call monitoring system, which logs all customer calls, enables
the Call Controller to dynamically allocate these calls to the engineers and monitor
our response to calls on a call-to-call basis. It provides on–line information on all
maintained system parameters to field engineers thereby reducing the repair time
Telephonic Response:
During normal business hours, the goal is to take the calls in real time. A normal
business hour is from 9:30 am to 6:00 Pm India standard Time.
Outside Normal business hours the goal is to return a customer’s call within 30
minutes, if the customer has purchased the appropriate support plan
Email Response:
During normal business hours, the goal is to answer the email response in 30
minutes
Outside normal hours email will be answered no later than 2 hours into the next
business day
Riello service engineer start the installation activity per Riello product/ model based
and after installation its relevant all parameter recorded in the format no RPIPL/SER/
F-01 (INSTALLATION / COMMISSION REPORT)
Safety:
Riello service engineer follow the safety guidelines during installation and always
wear safety shoes, helmet, goggles, gloves, etc. during installation and
commissioning the system.
Organization, Responsibilities, and Supervision:
Riello is committed to provide 100% satisfactory result to our customer by using time
to time function related training & scheduled based Preventive maintenance. Level of
escalation as per below flow
LEVEL – I – Customer support Engineer
LEVEL – II – Zonal Manager
LEVEL – III – Service Head
LEVEL – IV – Technical Head
LEVEL – V – Factory Head
User Awareness and Training:
Some of the users are not aware of the actual problems and while they log a call, the
information is not complete. Apart from this there are some do’s and don’ts, which
our engineer, while carrying out the installation (in case of a new UPS) or on
inspection (in case of an existing UPS is to be covered under AMC) takes an hour
training session time to time or as per customer demand basis.
Regular Preventive Maintenance Services:
Regular Preventive Maintenance is carried for trouble free working of the equipment
on a quarterly basis. It ensures that the components last well past their lives, also
ensuring that the overall efficiency and the uptime of the UPS is maintained.
Once the response is given by RPI, RPI Technical Team will escalate the call as per
escalation process and levels given above. The technical team from RPI shall be
involved in resolution of problem and tracking it to its complete resolution. Once the
complaint is resolved, Concerned Person at customer site shall accept the call as
closed on Service Report.
As per Industry guidelines, our service engineer conduct the following during
preventive maintenance:
For the UPS
• Measure and record input AC voltages and currents on all three phases.
• Measure and record delta voltage at the static switch.
• Measure and record AC voltages and currents on all three phases.
• Test static switch for “no break” transfer.
• Test all alarms for proper operation.
• Measure and record all DC power supply voltages, and adjust if needed.
• Test all indicator lamps and report any that are not operating.
• Inspect all ground connections and wire insulation for electrical safety.
• Inspect input and output conductors and tighten to manufacturer specifications.
For UPS batteries:
• Check the appearance, safety, cleanliness and temperature of the battery room.
• Make sure ventilation equipment is deployed per the manufacturer specifications.
• Check for corrosion on battery terminals and advise whether teardown is needed.
• Check batteries for cell leaks or cracks and repair or replace as necessary.
• Check battery cables and clean, repair or replace as needed.
• Check the integrity of rack mounting, tighten as required, and notify if any damage
Do's
 Ensure UPS is kept in ‘ON’ position 24x7 basis

 Always store the battery in cool and covered areas.
 Read the installation manual before starting installation of the UPS & Batteries.
 Keep the battery away from sparks, heat source or fire.
 Use proper sized cables along with correct plugs and crimping during installation.
 Set the charging parameters as mentioned in the maintenance manual.
 Provide proper isolation between battery and UPS
Don'ts
 Location of the UPS should NOT be changed as this would hamper the power
cabling layout
 UPS batteries should be kept in a dry and enclosed place in a rack and there
should NOT be water seepage near the batteries
 Do not keep the battery in direct sunlight, dust or moist place.
 Do not tamper the vent plugs.
 Do not allow any metal object to rest on the battery - this may cause short
circuit.
 Do not deep discharge the battery below specified limits.
After closing the call we are taking service feedback from customer time to time

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RIELLO POWER INDIA PVT. LTD.

Doc No: RPIPL/QP/SER/01

This procedure describes the working practice during installation of UPS

This procedure describes the working practice during installation of UPS

Equipment and Tools:

Organization, Responsibilities, and Supervision:

User Awareness and Training:

Regular Preventive Maintenance Services:

For the UPS

For UPS batteries:

 Ensure UPS is kept in ‘ON’ position 24x7 basis

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