Service Support Terms and Conditions

Using the services of the uninterrupted power supply systems’ technical maintenance, which are offered by SINAPSE company, the Customer keeps his systems of uninterrupted power supplying in operating condition. We offer different levels of the service maintenance depending on the demands to the reliability of the installed equipment functioning and necessary level of its readiness:

    1. Maintenance inspection – includes the examination of the functional and main parameters of the equipment in the operation process with the real load (without putting the equipment out of operation). This is done at intervals set by the Customer (every quarter, every month, every week).

    2. Maintenance inspection and examination of the functionality – includes the complex functional and main equipment parameters inspection with the load equivalent and (or) real load. It is done once till four times per year.

    3. Single preventive maintenance – includes the functional and main parameters of all key equipment components inspection, necessary calibration and adjustment, complex testing of the equipment. It should be done not less than once a year.

    4. Annual service maintenance (basic package) – includes:
         single preventive maintenance;
         the set of the Maintenance inspection and functional inspection agreed by the Contract;
         technical support of the Customer’s personnel;
         visit of the specialist to the Customer’s site for troubleshooting.
These services are available within working days since 9:00 till 18:00. The repair labour costs and spare parts costs are not included to the basic package value and should be paid additionally.

    5. Annual service maintenance (extended package) – includes:
         single preventive maintenance;
         the set of the Maintenance inspection and functional inspection agreed by the Contract;
         technical support of the Customer’s personnel;
         visit of the specialist to the Customer’s site for troubleshooting and problems solution.
These services are available 7 days a week since 9:00 till 21:00. The repair labour costs are included into the extended package, the spare parts cost should be paid additionally.

    6. Annual service maintenance (24 hour package) – includes:
         single preventive maintenance;
         the set of the Maintenance inspection and functional inspection agreed by the Contract;
         technical support of the Customer’s personnel;
         visit of the specialist to the Customer’s site for troubleshooting and problems solution (the services are available 7 days a week, 24 hours a day).
The repair labour costs are included in the 24 hours package, the spare parts cost should be paid additionally.

    7. Annual service maintenance (all inclusive) – includes:
         single preventive maintenance;
         the set of the Maintenance inspection and functional inspection agreed by the Contract;
         technical support of the Customer’s personnel;
         visit of the specialist to the Customer’s site for troubleshooting and problems solution;
         • repair of the equipment (excluding the scheduled overhaul).
The services are available 7 days a week, 24 hours a day. The repair labour costs and spare parts costs are included in the “All inclusive” package.

Levels and Terms of the Preventive Maintenance
(all time periods are mentioned for the equipment location within Kiev city)

Basic Package Extended Package 24 Hour Package “All Inclusive” Package
Preventive Maintenance In agreed terms within working days since 9:00 till 18:00 In agreed terms seven days a week since 9:00 till 18:00 In agreed terms seven days a week, 24 hours a day In agreed terms seven days a week since, 24 hours a day
Technical support telephonically Since 9:00 till 18:00 working days Since 9:00 till 18:00 seven days a week Seven days a week, 24 hours a day Seven days a week, 24 hours a day
Specialists site visit for diagnostics Since 9:00 till 18:00 working days Since 9:00 till 18:00 seven days a week Seven days a week, 24 hours a day Seven days a week, 24 hours a day
Equipment repair By additional agreement Since 9:00 till 18:00 seven days a week (if the spare parts are available) Since 9:00 till 21:00, 7 days a week (if the spare parts are available) Seven days a week, 24 hours a day
Repair costs Not included Included Included Included
Spare parts costs Not included Not included Not included Not included

Levels and Terms of the Service Backup
(all time periods are mentioned for the equipment location within Kiev city)

Basic Package Extended Package 24 Hour Package “All Inclusive” Package
Arrival of the specialist by urgent request Within 8 working hours 4 hours after request receipt during working time, till 13:00 next day in all other cases 4 hours after request receipt during working time, 8 hours all the rest time 4 hours after request receipt during working time, 8 hours all the rest time
Arrival of the specialist by normal request Within agreed terms Within agreed terms Next working day or agreed day Next working day or agreed day
Beginning of works, urgent repair Next working day after urgent request Next working day after urgent request Within 8 hours after urgent request (since 9:00 till 21:00) Within 8 hours after urgent request
Equipment performance restoration (without redundancy) Within next working day after urgent request Within next working day after urgent request Within 16 hours after urgent request Within 16 hours after urgent request
Repair, if the spare parts are available at the Executor’s or Customer’s stock 3 working days after urgent request receipt 3 days after urgent request receipt 72 hours after urgent request receipt 72 hours after urgent request receipt
Repair, if the spare parts are not available at the Executor’s stock 3 working days after the receipt of the spare parts by the Executor, but not longer than 45 days 3 working days after the receipt of the spare parts by the Executor, but not longer than 30 days 3 working days after the receipt of the spare parts by the Executor, but not longer than 30 days For UPS - 72 hours after the receipt of the urgent request, for the diesel gensets – 48 hours after receipt of the spare parts from the stock
Technical backup telephonically Since 9:00 till 18:00 working days Since 9:00 till 21:00, 7 days a week 24 hours a day, 7 days a week 24 hours a day, 7 days a week