Operational Excellence > Service Level Agreements Lifecycle
The Riello UPS Service Level Agreements Lifecycle outlines a comprehensive and structured approach to ensure optimal performance, safety, and service continuity for critical power systems.
We guarantee a 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 Agreements process is divided into seven strategic phases:
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
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.
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.
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.
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.
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.
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 (e.g., load loss, safety faults)
• 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).
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 (e.g., load loss, safety faults)
• 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).
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