Emerson adds regional support

Powerline products vendor Emerson Network Power has added regional telephone and email support to its local support offering from Australasian engineers and branch offices.

Emerson Network Power has launched a 24-hour support line for its Liebert UPS customers in Australia and New Zealand. The company said in a statement that the new support line was part of a global support initiative.

Bart Mascorella, distributed products group manager at US-based Emerson, said Australasian customers had worked with local branches and engineers "until now".

"Although we set a very high standard for technical support, service was ultimately limited to working hours and personnel availability," Mascorella said.

"That has now changed with the availability of 24 by seven support from our Asia Pacific contact centre, which complements the existing support services we have in place locally."

The regional service would let customers access 24-hour technical, pre-sales and warranty support, charged at local call rates, the company said.

Mascorella said the centre used technicians who could handle "any support query" from the region.

"Our agents have trained for more than two years at our US centre, and I encourage customers, resellers and distributors to use them as the first port-of-call for all pre-sales, technical support and warranty queries," he said. "We've set a target for answering all support calls in 15 seconds or less."

Emerson would still invest in qualified personnel to provide localised support, Mascorella added.

Mascorella said all calls already made to the support line from Australia and New Zealand had so far been resolved.

The support line was part of a third regional centre in its global support network, which included contact centres in Europe and the US, the company said.

Emerson's Liebert-brand power protection products included the GXT on-line uninterruptible power system (UPS), PowerSure line interactive UPS, PowerSure Assistant and Proactive UPS and the Nfinity range of modular UPS solutions.