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Riello UPS Services outlines a comprehensive and structured approach to ensure optimal performance, safety, and service continuity for critical power systems. We guarantee lifecycle-driven Service Level Agreements, fully harmonised with the most stringent customer requirements. From pre-delivery testing to long-term service support, our Service Level Agreement process is divided into seven strategic phases:

Service Level Agreements Lifecycle

FAT - FACTORY ACCEPTANCE TEST

Prior to shipment, Riello UPS offers customers the opportunity to attend or remotely observe the FAT, conducted at our state-of-the-art facilities.

• Functional and electrical testing under real operating conditions

• Verification of compliance with contractual specifications

• Remote streaming option available for international customers

• Ensures full transparency and quality assurance before delivery

INSTALLATION

Our experienced engineering teams or authorized partners handle the complete physical installation of the delivered systems.

• Safe handling and final positioning of the equipment on-site

• AC and DC interconnection

• Compliance with site access requirements and environmental planning

• Installation also includes coordination with site infrastructure and respects best practices for positioning and accessibility.

COMMISSIONING

Commissioning marks the official start-up of the system and is executed by certified Riello technicians following our standardized protocols.

• Initial power-up and parameter configuration

• Functional checks of the systems

• Integration of lithium-ion monitoring systems (where applicable)

• The commissioning phase guarantees that the system is fully operational and in line with the customer’s power protection needs.

SAT - SITE ACCEPTANCE TEST

After installation and commissioning, a formal SAT is carried out in coordination with the client and stakeholders.

• Real-load tests (static and dynamic) using load banks

• Functional validation of redundancy, bypass operation, and autonomy

• Optional overload testing (if specified in the project scope)

• SAT confirms that the system performs as expected in the actual operating environment and serves as the final milestone before handover.

IST - Integrated System Test

We carry out a complete verification through live dynamic testing, simulating real loads on the equipment as well as on connected or adjacent units. After the functional tests, we perform an integrated system test to ensure the proper operation of the entire system.

TRAINING

Riello UPS provides comprehensive end-user training to ensure customers are confident in operating and supervising their UPS systems.

• Training is performed directly on-site, using the installed system. Additional sessions can be arranged for multiple teams or advanced use cases.

LIFE CYCLE MANAGEMENT

Our long-term service commitment includes proactive support and defined escalation paths based on issue severity.

• 3-tier ticketing system (L1: Local, L2: HQ Service, L3: R&D escalation)

• Fast-track response for critical events

• Spare parts managed locally with dedicated stock

• Remote diagnostics, firmware updates, and RCA procedures using DMAIC methodology

• Riello UPS guarantees SLA-driven intervention times and customized service packages based on customer requirements (24/7, preventive maintenance, extended warranties).