RTA Series 1KVA to 3KVA Models Uninterruptible Power Systems (UPS) Part Number : Serial Number : This note is one of a series on AEL Group products and services. As part of the continuing improvement in AEL Group products, we reserve the right to amend specifications without notice. AEL Group 1998 ADVANCE-GALATREK Advance Park Wrexham, LL14 3YR. United Kingdom Tel: 0800-269-394 01978-821-086 Fax: 01978-810-852 E-mail: sales@aelgroup.co.uk Page 1
RTA 1KVA-3KVA Series INDEX 1. General Safety and Operational Information... 3 1.1 General Safety... 3 1.2 Operational Performance... 4 1.3 General Operating Description... 4 1.4 Front Panel LED Indicators... 4 1.5 Rear Panel... 7 2. INSTALLATION... 8 2.1 Installation and Configuration... 8 3. POWERING THE LOAD... 9 3.1 Turning ON the UPS When Mains Power is Present... 9 3.2 Turning ON the UPS from the Battery When Mains Power is Not Present... 9 3.3 Turning OFF the UPS... 9 4. OPERATING STATUS... 10 4.1 UPS Operation... 10 4.2 Operating Modes:... 11 4.2.1 Normal Mode... 11 4.2.2 By-pass Mode... 11 4.2.3 Battery Mode... 11 4.3 Error Conditions:... 11 4.3.1 Overload... 11 4.3.2 Mains Supply out of Tolerance... 12 4.3.3 Over Temperature... 12 4.3.4 Battery Exhausted... 12 5. COMMUNICATION INTERFACE... 13 5.1 Communication Serial Port... 13 6. PROBLEM SOLVING... 14 6.1 Common Questions... 14 7. PRODUCT SPECIFICATIONS... 16 7.1 UPS Sizing... 16 7.2 Technical Data... 17 8. SERVICE INFORMATION... 18 Page 2
1. GENERAL SAFETY AND OPERATIONAL INFORMATION 1.1 General Safety Please note the following recommendations and guidelines for the safe operation of your Elite UPS. (a) All maintenance and service functions must be performed by authorised personnel. The UPS contains several internal power sources, which can be hazardous. (b) The internal battery can generate an electric shock. All batteries removed from the UPS for replacement, must be disposed of according to the current health and safety regulations. DO NOT throw batteries into a fire: they might explode. DO NOT attempt to open the batteries: they are sealed lead acid maintenance-free. The acid electrolyte can harm unprotected skin and eyes. (c) The UPS contains its own energy source (the battery). The output power sockets may be live, even when the UPS is not connected to a power source. (d) DO NOT operate the UPS if it is appears to be leaking battery electrolyte, or if a dry white power residue is present on the batteries. (e) The detachable power cable is intended to serve as a disconnection device. Make sure that the cable connection to the rear of the UPS is easily accessible. (f) DO NOT allow water near the UPS. DO NOT place a foreign object inside the UPS. (g) The UPS generates approximately 1mA of leakage current. To ensure a safe maximum limit of 3.5mA, limit the total leakage current of the loads to a maximum of 2.5mA. Should the load leakage current be over this limit, a qualified electrician should install the UPS in compliance with IEC 309. An industrial type plug must be used for connection to the mains supply. (h) In emergencies disconnect the power cable from the wall outlet and turn off the UPS using the rear ON/OFF switch. Page 3
RTA 1KVA-3KVA Series 1.2 Operational Performance The Elite UPS incorporates the following features: l ON LINE double conversion system providing total protection to the load. l Built-in by-pass for high start up loads and UPS fault conditions. l Input power factor correction providing a sine wave input current in phase with the mains supply. l Wide input voltage range to reduce battery operation. l Microprocessor control. l IGBT switching power devices. l Energy saving operation with extra high efficiency. l Remote control capability. l UPS monitoring and management software programmable from a standard DOS PC. l Conformity to the latest norms concerning safety and electromagnetic compatibility. l Programmable weekly turn on/turn off cycles. l Stand-by operation capability to further improve efficiency. 1.3 General Operating Description Elite UPS are designed to provide a computer-grade, voltage and frequency stable supply to the protected loads, under all mains conditions. During normal operation, when mains is present and stable, the UPS provides a pure sine-wave to the protected load. The batteries are charged and monitored by the built-in microprocessor. The microprocessor also monitors other parameters such as mains voltage, frequency, inverter voltage and frequency, load conditions and temperature. 1.4 Front Panel LED Indicators The front panel LED indicators provide a quick assessment of the UPS, load and battery status. They indicate in which mode the UPS is working (on mains, battery or by-pass) and shows the load and battery charge states as a percentage of the overall capacity. 1KVA-3KVA Rack Front Panel 1. LED Bar of Load Applied 2. LED Bar of Battery Charge 3. Line Present 4. Battery Working 5. Battery Low 6. Replace Battery 7. Load on By-pass 8. Fault / Stand-by 9. Silence Push-button 10. Timer On 11. ON Push-button 12. UPS ON 13. OFF Push-button Page 4
(1) LED Bar of Load % Used: The bar has 5 LEDs (3 green, 1 yellow & 1 red) which indicates the power supplied by the UPS. Each lit LED corresponds to a 25% increase in load applied. The last LED (red) lights when an overload condition occurs (i.e. at load > 100%). (2) LED Bar of Battery Charge % Available: The bar shows the battery charge level. It has 5 green LEDs. Each lit LED represents a 20% increase in battery charge level available. If the builtin microprocessor detects a condition of battery overcharge, the complete bar blinks and the buzzer sounds an audible alarm. The alarm will sound for 4 seconds bursts at 1 second intervals. The Battery Charge % bar can also indicate the mains voltage available when the Alarm Silence push-button is pressed. LED1 LED2 LED3 LED4 LED5 Mains >190V >200V >230V >250V >260V (3) MAINS PRESENT LED (green): The LED indicates that mains voltage is available and its value is above 170V. When the UPS is switched on with mains present, the LED flashes until the output voltage from the inverter is in phase with the mains voltage. The LED also flashes when the bypass supply is out of tolerance. (4) BATTERY WORKING LED (yellow): The LED indicates that energy is being drawn from the battery due to a power failure (mains is not available or is below 170V). (5) BATTERY LOW LED (yellow): The LED indicates that there is approximately 2 minutes of battery runtime available. Provided that the power management software is installed, the load will start to shutdown open operations. (6) REPLACE BATTERY LED (red): The LED indicates that the batteries need to be replaced. The UPS performs a battery test every 40 hours and measures their ability to maintain the charge. (7) LOAD ON BY-PASS LED (green): The LED indicates that power is being supplied to the load from the mains supply. (8) FAULT /STAND-BY LED (red): When the LED blinks, the UPS is in stand-by mode. When lit the LED indicates that the UPS is locked to bypass. Press the OFF button to reset the lock. (9) SILENCE PUSH-BUTTON: This button allows the user to silence the audible alarm in two cases: 1. The UPS is in battery operation ( Battery Working LED is lit). 2. The UPS is performing a countdown final procedure due to operation on low battery condition or as part of a scheduled shutdown. If pressed during normal operation, the mains voltage level is displayed on the battery charge LEDs. The alarm is reset, if during battery operation: 1. Mains power returns to normal 2. The remaining back-up time is almost exhausted ( Low battery LED is lit) Page 5
RTA 1KVA-3KVA Series (10) TIMER ON LED (green): Refer to the software manual. Note: This function only operates whilst the software is connected and running. (11) ON PUSH-BUTTON: Turns the UPS on. (12) UPS ON LED (green): The LED indicates that power is being supplied to the load. (13) OFF PUSH-BUTTON: Turns the UPS off. If mains is available the UPS goes into stand-by mode. If mains is not available and the timer is not activated, the UPS remains in the "OFF" mode. 1 2 3 4 Front Panel 2000-2500-3000VA 2 1 Front Panel 1000-1200-1500VA 1. LED Panel 3. Input breaker 2. Safety switch 4. Manual bypass Page 6
1.5 Rear Panel 8 7 1 2 4 5 6 Rear Panel Rack 2000-2500-3000VA 6 7 4 3 8 2 1 Rear Panel Rack 1000-1200-1500VA 1. Serial port with RS232 and volt-free contact pins 2. Dip switches 3. ON/OFF DC switch 4. Mains Fuse 5. Mains connection 6. Output sockets 7. Battery Extension socket 8. Ventilation Slot Page 7
RTA 1KVA-3KVA Series 2. INSTALLATION 2.1 Installation and configuration Please read carefully the following instructions before UPS installation and mains connection: 1. Place the UPS on a flat and stable surface. 2. Avoid placing the UPS in direct sunlight or hot air. 3. Keep ambient temperatures between 0ºC and 25ºC to prevent poor battery performance and to prevent a reduction in the life of the batteries. 4. Relative room humidity must be lower than 90%. 5. Avoid dusty areas. 6. Take care to place the UPS at least 50mm away from surrounding walls and do not cover the ventilation slots. 7. Avoid placing heavy objects on the UPS or the mains or load cables. 8. The length of the cable connecting the equipment to the UPS must not be over 10 metres. The UPS is supplied as a 230V/50Hz UPS. However it is possible to change this setting by using the rear panel dip switches. S1 S2 S3 S4 220V X X 230V OFF ON 240V ON OFF 50Hz OFF 60Hz ON 1200b/s OFF 9600b/s ON S1: Baud rate selection S2: Frequency selection S3-S4: Voltage Selection X: S3-S4 both ON or OFF S4 S3 S2 S1 ON OFF Dip-switch settings. IMPORTANT NOTE: Any modification on the dip switch setting must be carried out with the UPS off. The unit only monitors the DIP switches at start-up. Therefore, changes when the unit is running will not be registered. See section 3.3. Page 8
3. POWERING THE LOAD 3.1 Turning ON the UPS When Mains Power Is Present 1. Connect the power cable to the UPS. 2. Plug the power cable into the mains outlet. 3. Turn the rear panel switch to ON. After a few seconds the UPS turns on and the Locked / Stand-by LED on the front panel starts blinking. The UPS is in stand-by mode: this means that the UPS has a very low power consumption. The Microprocessor is powered and is performing control and self-diagnostic procedures: the battery is being charged; The UPS also works in stand-by mode during battery operation provided the timer is activated. 4. Plug the loads into the sockets on the rear of the UPS. 5. Turn on the UPS by pressing the ON button. After pressing the button, all LEDs on the front panels light up for approximately 1 second and the UPS sounds a beep. 6. Turn on the loads connected to the UPS. After approximately 30 seconds make sure the UPS is working properly: simulate a mains failure by unplugging the UPS power cable from the socket. The load continues to be powered; the Battery working LED on the front panel lights and the audible alarm sounds every 7 seconds. The UPS should return to normal operation by reconnecting the mains cable. 3.2 Turning ON the UPS from The Battery When Mains Power Is Not Present 1. Plug the loads into the socket on the rear of the UPS. 2. Turn the rear panel switch to ON. 3. Turn on the UPS holding the ON button pressed for at least 5 seconds. After pressing the button, all LEDs on the front panel should light up for approximately 1 second and the buzzer sounds a beep every 7 seconds. 4. Turn on the loads connected to the UPS. 3.3 Turning OFF the UPS (a) In Normal Operation: Hold the OFF button for at least 0.5 seconds to turn the UPS off. The UPS switches over to stand-by operation, the Locked / Stand-by LED blinks. Turn the rear panel switch to "OFF". If necessary remove the power cable from the mains socket. (b) In Battery Working Mode: If the UPS is operating from battery or if the timer has been set, hold the OFF button pressed for at least 0.5 seconds to turn the UPS off. Turn the rear panel switch to "OFF" to prevent the UPS from starting up on battery. NOTE 1: If the timer is activated hold the OFF button pressed for at least 5 seconds to turn the UPS off. NOTE 2: If you do not use your equipment over a long period, it is advisable to turn the UPS off using the rear panel switch and to remove the power cable from the mains socket. Page 9
RTA 1KVA-3KVA Series 4. OPERATING STATUS 4.1 UPS Operation The following block diagram shows the essential components of the UPS. Please refer to this diagram whilst reading the next sections. By-pass Raw mains EMI input filter Booster ~ = = Inverter = ~ EMI output filter Computer Grade Power ~ = Battery = Battery Charger = Battery Extension UPS Block Diagram Page 10
4.2 Operating Modes 4.2.1 NORMAL Mode In this operating mode the UPS draws power from the mains supply. The UPS output is powered by the inverter (refer to block diagram) and batteries are charged. 4.2.2 BY PASS Mode Bypass operation occurs under the following conditions: (a) On UPS start-up with mains available: The UPS output is transferred to bypass and the load is powered by the mains. This enables the UPS to cope with high in-rush currents from large loads. During this period the microprocessor brings the inverter output in phase with the mains. (b) Inverter Overload: The inverter will continue to supply power to the load when a temporary overload condition occurs lasting less than 3 seconds. Over this period, the inverter automatically protects itself and the UPS output is automatically transferred over to the bypass supply. (c) Inverter Voltage Out Of Tolerance: Should a fault occur with the inverter section which drives its output out of tolerance, the UPS output is automatically transferred over to the bypass supply. (d) Inverter Failure: Should a serious fault occur with the inverter, preventing inverter operation, the UPS output is automatically transferred over to the bypass supply. NOTE 1: The UPS switches over to bypass operation in correspondence with the following condition: 180Vac < Vin < 264Vac. 4.2.3 Battery Mode Battery operation occurs when mains is not available (brown-outs or black-outs), or is below 170V. During battery operation the buzzer sounds a beep every: 7 seconds during regular operation. 2 seconds when the battery approaches exhaustion. Two minutes before the battery capacity runs out the yellow BATTERY LOW LED lights up. If the power management software is installed, the UPS initiates a controlled system shutdown. Page 11
RTA 1KVA-3KVA Series 4.3 Error Conditions The UPS is designed to provide reliable automatic protection for the load. The following conditions require immediate investigation when the UPS sounds an alarm: 4.3.1 Overload An overload condition occurs when the protected load requires more power than the UPS is able to supply. Under this condition the overload LED (red) on the load LED bar lights up and the alarm sounds a constant tone. If such an alarm condition occurs, turn off the UPS (front panel OFF button), reduce the load applied and turn on the UPS again (front panel ON button). 4.3.2 Mains Supply Out of Tolerance The UPS is designed to operate on a wide input voltage range. This allows the UPS to reduce battery operation, saving it's battery charge for actual mains failures. The microprocessor constantly checks the input voltage and frequency to guarantee operation within a wide operating range. Outside of these limits, the UPS will not switch over to bypass mode should an overload or UPS fault occur. 4.3.3 Over Temperature If the internal temperature exceeds the preset values, the UPS activates its built-in protection and locks out any function. Under this condition the Locked / stand-by LED lights up and the alarm sounds a constant tone. Should this occur: (a) Turn the UPS off (front panel OFF button). (b) Disconnect the load. Then check that: (c) the load applied is not greater than the rating of the UPS. (d) the ambient temperature is not over 40ºC. (e) no heat sources are next to the UPS. (f) the UPS is placed at least 50mm away from the surrounding walls and that the ventilation slots not blocked. 4.3.4 Battery Exhausted The microprocessor performs periodic battery efficiency tests. If the battery efficiency is less than 60%, the "Replace Battery" LED lights. Page 12
5. COMMUNICATION INTERFACE 5.1 Communication Serial Port The UPS is equipped with a 9-way interface providing RS232 and open collector transistors. Serial Port RS 232 t t t t t + 12V ext pin 8 TX pin 3 RX pin 7 SD pin 6 INVCT pin 1 BPON pin 9 BL pin 5 BW pin 2 COM pin 4 6 7 8 9 1 2 3 4 5 D9 pin female (a) SD shutdown signal to turn off the UPS through the PC: +(5/15)VDC for at least 3 seconds. (b) INVCT inverter connection signal: contact is closed when the UPS output is switched over to the inverter. (c) BPON by-pass signal: contact is closed when the UPS output is switched over to the bypass. (d) BL low battery signal: contact is closed 2 minutes before the back-up time is over. (e) BW battery working signal: contact is closed when the UPS is on battery operation. NOTE 1: Do not exceed the following limits for each contact: +30VDC / 10mA. NOTE 2: The SHUT DOWN signal has to keep a high value for at least 3 seconds to turn off the UPS. NOTE3: Interface operation is possible only if there is +(10/15) DC voltage between pins 8 and 4. Page 13
RTA 1KVA-3KVA Series 6. PROBLEM SOLVING 6.1 Common Questions > The UPS does not switch over to stand-by operation ("Fault / Stand-by LED does not blink, no beep is sounded) POSSIBLE CAUSES: 1. The UPS is not properly plugged into the mains socket. 2. The socket to which it is connected does not provide mains voltage. 3. The Input fuse has blown. 4. The rear panel switch is in the OFF position. SOLUTIONS: 1. Make sure that the plug is securely plugged into the mains socket. 2. Plug into a socket providing mains voltage. 3. Replace the input fuse with one of the same type. 4. Turn the rear panel DC switch to the ON position > The UPS works in battery mode even if mains power is available: POSSIBLE CAUSES: 1. Mains voltage is outside of rectifier tolerance. 2. The Input fuse has blown. SOLUTIONS: 1. None required. UPS operation is correct. 2. Replace the input fuse with one of the same type. > Irregular buzzer activation: POSSIBLE CAUSES: 1. The load oscillates around the maximum value admitted. SOLUTIONS: 1. Reduce the load applied. > Communication with the PC is faulty: POSSIBLE CAUSES: 1. Incorrect baud rate. 2. The serial port chosen is already busy. 3. The interface connection is poor. 4. Incorrect cable Page 14
SOLUTIONS: 1. Select the proper baud rate (PC and UPS must have the same value). 2. Select a different serial port. 3. Make sure that the interface cable is not damaged and the UPS is properly connected to the PC. 4. Use cable supplied with UPS (1.7 metres), as the unit uses non-standard RS 232 connections. > Back-up time shorter than expected: POSSIBLE CAUSES: 1. The Battery is not fully charged. 2. The Load is higher than that used in the back-up time calculation. 3. The Battery needs replacing. SOLUTIONS: 1. Start a battery charging procedure lasting 8 hours (UPS in stand-by mode). 2. Reduce the load and try again. 3. Replace the battery. Note: It is recommended that laser printers are not supported by the UPS, as their heating cycle can exceed the stated current draw and can therefore reduce the expected back-up time or even overload the UPS. Longer back-up times can be achieved with the additon of extension battery packs. Refer to catalogue for further details Page 15
RTA 1KVA-3KVA Series 7. PRODUCT SPECIFICATIONS 7.1 UPS Sizing Typical back-up time (in minutes) depending on the load applied (P.F. = 0.66): MODEL RTA RTA RTA RTA RTA RTA LOAD (VA) 1KVA 1K2VA 1K5VA 2KVA 2K5VA 3KVA 200 55 55 60 110 110 120 300 40 40 45 85 85 90 500 22 22 27 50 50 55 700 15 15 18 32 32 37 1000 10 10 13 22 22 27 1200 8 9 18 18 22 1500 8 15 15 17 2000 10 10 12 2500 8 10 3000 8 Typical power consumption figures Type Nominal Power in VA Colour Monitor 14" 80 Colour Monitor 17" 100 Colour Monitor 19"/21" 150 Video Terminal 100 Colour Video Terminal 14" 150 Network Server w/o Monitor 300 Desktop 486 PC 200 Desktop Pentium PC 250 Tower 486 PC 300 Pentium Multimedia Tower PC 500 Workstation Unix 400 Matrix Printer 80 col. 70 Matrix Printer 136 col. 150 Laser Printer A3 1200 Laser Printer A4 900 IBM AS400 Model 9402 450 IBM AS400 Model 9404 650 IBM AS400 Mod. 9404 with expans 850 IBM AS400 Mod 9406 each Rack 1400 IBM advanced AS400 Mod 200 550 IBM advanced AS400 Mod 300 1100 IBM RISC 6000 Mod 320 w/o mon 350 IBM RISC 6000 Mod 520 520 IBM RISC 6000 Mod 530 550 IBM RISC 6000 Mod 540 "Power Server" 600 IBM RISC 6000 Mod 580 550 Pentium, IBM AS400, IBM RISC 6000, UNIX are registered tradmarks. Page 16
7.2 Technical Data Design Topology: On-line, double-conversion (with energy saving option) Input Voltage Window: 170-276V (220, 230, 240V nominal) Input Frequency Window: 45-65Hz Input Power Factor: > 0.98 Input Current: Sinusoidal (< 8% distortion) 1kVA 1k2VA 1k5VA 2kVA 2k5VA 3kVA Maximum (1): 5A 6A 7.4A 10A 12.4A 14.4A Nominal (2): 3.5A 4.2A 5.2A 6.8A 8.5A 10.2A Output Voltage: 230V ±1.5% (220/240V selectable) Output Frequency: 50Hz (60Hz selectable) Output Waveform: Computer-grade sine-wave with less than 2% THD Overload Capability: 110% 3mins, 125% 2mins, 150% 30secs, 200% 10secs (% Inom) Crest Factor: 3:1 Bypass Voltage Range: 180-264V Bypass Frequency Range: ±5Hz from nominal output frequency Nominal Battery Voltage: 60V DC (1kVA-1k5VA), 120V DC (2kVA-3kVA) AC/AC Efficiency: 89% Front Panel Controls: ON, OFF and alarm silence push button LED Indicators: Load%, Battery Charge%, Mains present, UPS ON, On Battery, Low Battery, Replace Battery, On Bypass, Stand-by, Alarm Condition and UPS on Timer Computer and Network Interface: 1 x 'D' 9-way SNMP Compliant: Using optional adapter on the 'D' 9-way port Environmental Monitoring: Using the 'D' 9-way port Open Collector Transistors: Mains Fail, Low Battery, UPS Alarm and Bypass RS232: Using the 'D' 9-way port Alarm Indication: LED, audible, open collector transistors Batteries: Sealed lead acid maintenance free Battery Recharge: Typical recharge time 4-7hours Operating Temperature: 0-40ºC Humidity: 0-90% non-condensing Audible Noise: < 40dBA @ 1m Mains Connection: 2 metre mains lead Load Connection: 1KVA-1K5VA = 4 x IEC sockets and 2KVA-3KVA = Hardwired Design Standards: BS EN 60950:1992, BS EN 50091-1:1993 and BS EN 50091-2:1996 Notes: (1) @nominal load, 170Vac, battery recharging (2) @nominal load, 230Vac, battery charged. Page 17
RTA 1KVA-3KVA Series 8. SERVICE INFORMATION Please write or call Advance-Galatrek s Customer Service Department should you have a problem or question about your RTA. Before returning any RTA unit, contact the Service Department (address and telephone number below) Have your model number and serial number available. The serial and model numbers are on the label on the rear of the RTA. When returning a unit to Advance-Galatrek it must be properly packed for shipment. Use the original shipping cartons and packing material if possible. If original cartons are not available, the unit must be boxed. The responsibility for safe packaging rests with the shipping person. If a unit arrives at the factory in a damaged condition, the warranty may be voided. For your protection, insure the RTA for its full value. Service Department Address Advance-Galatrek Advance Park Wrexham LL14 3YR. United Kingdom Telephone UK Only 01978-821-086 Outside the UK 44-1978-821-086 Fax UK Only 01978-810-852 Outside the UK 44-1978-810-852 Email sales@aelgroup.co.uk You must send the unit carriage paid. Advance-Galatrek will not accept any carriage collect shipment. 9. WARRANTY INFORMATION Advance-Galatrek warrants each new RTA sold by it to be free from defects in material and workmanship under normal use and service beginning with the date of the retail sale or the date of delivery to the initial user (whichever occurs first), subject to the following conditions: The warranty period is classified as TWO (2) years and is limited to the replacement or repair, during the warranty period and subject to conditions enumerated below, of such RTA returned intact carriage paid home which shall appear to Advance-Galatrek upon inspection, to have been defective in material or workmanship. Replacement or repair will be accomplished free of charge by Advance-Galatrek s Customer Service Department. Page 18
The Warranty period Inside Europe, the standard warranty period is two years. The first year covers parts, labour and batteries. The second year covers parts and labour only. The batteries are covered in the second and subsequent years by the remainder of the battery manufacturer's warranty. Outside Europe, the standard warranty period is one year and covers parts and labour only. The batteries are covered by the battery manufacturer's warranty. The response time statements below refer to UK mainland installations. For other areas contact your supplier. Response times inside Warranty When a UPS alarm condition occurs, the company will attempt a first line response over the telephone line. Should the alarm condition prove to be a hardware fault, the company will visit site within three working days or provide a 24 hour swap out replacement or a new UPS. The 24 hour swap out applies to UPS below 3kVA with plug-in connections. The customer shall be responsible for ensuring the safe return of the suspect UPS, including carriage. If the original packing has been destroyed, a new set can be obtained from Galatrek. Carriage charges for the replacement UPS will be borne by Galatrek. Response times outside Warranty Outside warranty, the company will co-ordinate a service response in line with customer requirements. Faster response times For a guaranteed next working day or same working day response time, the company provides comprehensive maintenance plans. Emergency calls Where the standard response times are unacceptable due to the critical nature of the application, the company will always endeavour to work in line with customer requirements. In such instances, an emergency response charge may apply. Page 19