Powering Peace of Mind: Understanding Kohler’s Aftersales Support For Our Data Centre Backup Generators

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A data center is only as good as its backup power system. After all, the data center will be impacted if the power goes out. That can be catastrophic and have significant implications for data center operations, causing data loss and downtime. As a result, a reliable backup generator is essential to ensure data center redundancy.

Why Preventative Maintenance Is Important

Despite their importance and critical function, data centers rarely need to run their backup generators since they are only for emergency use. As such, they do not typically wear out. However, the components within can deteriorate. So, while backup generators are designed to be reliable, preventive maintenance and testing remain crucial.

When a power outage occurs, data center operators will want to ensure a seamless transition from utility to backup power without any downtime or lag. Without taking the necessary precautions to maintain their equipment, organizations may face numerous operational problems, such as the backup generators not turning on as intended or functioning reliably.

We recommend operating the backup generators from time to time and testing load banks to ensure they can quickly stabilize and assume full capacity without bogging down. In addition, it is essential to keep a lookout for contaminants within the fuel and oil, as well as monitor the starter batteries to ensure sufficient charge.

Remember to observe the fuel level and replenish the fuel to ensure there is adequate reserve for the equipment to function optimally in the event of a power failure. Doing so can prevent fuel starvation, which is a common cause of generator failure.

Understanding Kohler’s Aftersales Support

Generally, our aftersales team’s objective is to support the primary maintenance crew onsite at the data center. Relevant training on maintaining our backup power generators can be provided by Kohler. If the data center’s maintenance team encounters an issue that cannot be resolved independently, they can first contact our local authorized distributor for primary support. An engineer will be dispatched to evaluate the situation to determine if they can rectify the problem on the spot or whether secondary support is necessary.

We will send a specifically trained engineer onsite to handle the maintenance should additional support be required. As we understand that a backup generator is essential for data center redundancy in the event of a power outage, our technicians are trained to respond swiftly and efficiently, with a minimum of two hours and a maximum of four hours of response time from our technical and service team.

If the primary and secondary support is insufficient, our service team will escalate the issue to our engineering team, notifying them of the current situation. Our team will review the problem and guide our engineer and the onsite maintenance team on what to look out for to ensure they can resolve the issue as soon as possible.

Best Practices That Data Centers Should Take Note Of

At Kohler, the defect liability period (DLP) of our backup generators varies depending on customers’ requirements, from a minimum period of one year up to a maximum of three years. Once the DLP is over, customers can directly extend it with us. Similarly, our warranty period generally lasts from one to three years, with an option for up to five years.

While the DLP remains in effect, data center operators should cover as much maintenance as possible within this timeframe. This way, they can ensure their backup generators remain up and running when they need it most while saving on costs. We will share the relevant repair and maintenance schedules for our products with our data center customers and service team.

As part of the maintenance process, we recommend that data centers share their organization chart with our local distributors and us so that every party knows the relevant point of contact and who to reach out to when an issue surfaces. The communication between the data center team and our aftersales team should also be transparent, with information exchanged clearly to prevent miscommunication and ensure the problem can be resolved quickly and efficiently.

Furthermore, it is advisable for the data center to stock up on essential parts and manage and store the inventory on its end. Doing so can ensure prompt repairs and prevent delays, as missing components must be indented and shipped over, which takes time. Rest assured that we will share a list of these critical parts with our customers.

While Kohler and our distribution partners do stockpile critical inventory on our end and can supply them if there are insufficient parts on the customers’ end, additional charges will be incurred if the warranty ends. However, if the warranty is still valid, these components will be provided as part of the package.

Ensure Reliable Data Center Redundancy With Kohler

The last thing a data center wants is for its power redundancy system to fail during a power outage. With Kohler’s backup power solutions, which are tailored to data centers of all sizes in every location worldwide, data center operators can ensure their facilities operate seamlessly with minimal to no downtime.

Our dedicated data center team also provides tailored personal support and technical assistance 24/7 in all the markets we serve to safeguard your investment. Rest assured that your equipment is supported by a global network of certified Kohler distributor technicians and backed by factory-direct technical support services.

Irwan Shah Kamsani

Irwan Shah Kamsani

He is in Business Development Sales with Kohler Power Systems. He plays a crucial role in handling Data Center Key Account Customers. He has been with Kohler since 2017 and supports the APAC Region in the Data Center Segment. He started as an Application Engineer at Kohler and has amassed knowledge and experience in Genset solutions for Data centers and Industrial installations in the industry.

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