The Riello UPS Service Level Agreement Lifecycle outlines a comprehensive and structured approach to ensure optimal performance, safety, and service continuity for critical power systems.
From pre-delivery testing to long-term service support, our Service Level Agreement process is divided into six strategic phases:

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FACTORY ACCEPTANCE TEST (FAT)

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

• 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

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INSTALLATION

Our experienced engineering teams or authorized partners handle the complete physical installation of the UPS system.

• Safe handling and final positioning of the equipment on-site
• AC and DC interconnection
• Performed within standard working hours unless otherwise agreed
• Adheres to site access requirements and environmental planning
• Installation also includes coordination with site infrastructure and respects best practices for positioning and accessibility.

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COMMISSIONING

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

• Initial power-up and parameter configuration
• Functional checks of the UPS, communication interfaces, and battery systems
• Integration of lithium-ion monitoring systems (where applicable)
• Validation of alarms, transfer logic, and power module performance
• The commissioning phase guarantees that the system is fully operational and in line with the customer’s power protection needs.

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SITE ACCEPTANCE TEST (SAT)

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
• Battery charge/discharge monitoring and remote supervision checks
• 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.

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CLIENT TRAINING & DEMONSTRATION

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

• Guided walk-through of the UPS touchscreen interface and system menus
• Explanation of alarm history, fault scenarios, and event logs
• Simulation of mains failure and bypass switching
• Overview of SNMP, MODBUS, and BACnet remote communication setups
• Training is performed directly on-site, using the installed UPS system. Additional sessions can be arranged for multiple teams or advanced use cases.

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AFTER-SALES SUPPORT & SLA 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).

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

Please note: the Service Level Agreement Lifecycle described herein represents the standard process followed by Riello UPS. However, depending on specific project requirements, contractual agreements, or customer commitments, certain phases or procedures may be adjusted to better align with the operational context and delivery expectations.

Secure Your Data Center’s with Riello UPS

Ensure your mission-critical power infrastructure is backed by a service plan aligned with your uptime objectives. Get in touch with our engineers for a custom Service Level Agreement Lifecycle proposal.