ESIT - New Service Contract and Warranty screens

[LarryK]

There appears to be no rationale regarding what is or isn't displayed for "service contract" or "warranty."

First, could you please provide a definition of the former? I don't know what it means.

Second, why would you consider the Gateway software to be a valid, measurable component of either one of these constructs? Doing so skews the results.

Third, if this information is supposed to be obtained from SE's databases, what steps must I take to ensure accurate data is reflected in this portal? Because right now, things are quite the mess.

Thanks!

[JLehr]

Hi @LarryK.

1. 

A warranty extends the factory warranty coverage for a device beyond the original term.

Help center

https://community.se.com/t5/ITE-Configuration/Device-warranty-information-in-IT-Expert/ta-p/450574

se.com
https://www.se.com/us/en/product-range/61836-extended-warranties-critical-power-cooling/?parent-subc...

A service is provided by qualified Schneider Electric Services personnel to help you operate your DCIM solution. You purchase a service contract to execute any number of available services. You can see your scheduled, in progress, and completed service visits on the Service visits tab, and reschedule if needed.

Help center

https://community.se.com/t5/ITE-Configuration/Service-contract-information-in-IT-Expert/ta-p/464746

and

https://community.se.com/t5/ITE-Configuration/Service-visit-information-in-IT-Expert/ta-p/465625

se.com

https://www.se.com/us/en/product-range/61841-advantage-service-plan-for-critical-power-cooling/?pare...

2.

Engineering is aware and is looking into this. Thanks for the feedback and pointing it out.

3.

The information displayed from the Schneider Electric database is updated weekly. If you are seeing unexpected results in IT Expert, support can help you sort it out. You can contact your local tech support or submit a general support request on this form: https://app.ecostruxureit.com/request

I hope that helps you.

Best,

Jackie

[LarryK]

If you are seeing unexpected results in IT Expert, support can help you sort it out.

See, that's the problem right there.  You introduced something new.  I went through each of my client sites to see what had changed.  I will then have to spend time trying to figure out what is correct versus incorrect (or confusing).  I will have to open multiple support cases (three in the past week).  And then I'm going to wait for an interminable amount of time before anyone responds.  Who knows when things will be resolved.

But, based on your descriptions above, I should not see anything on the Services tab - because I have no Service contracts.  Similarly, I should not see the Gateway under the Warranty tab - because the software does not have a warranty.

I am, quite honestly, tired of doing all of that work to fix something that was overlooked (or flawed) before it was released.  My job is to manage the IT infrastructure for my small business clients, not to play detective and trouble-shooter.

[JLehr]

@LarryK 

As of today, the warranty and services data only include monitored devices and exclude gateways.

Thank you for bringing up your concerns and for helping us address this issue quickly.

[LarryK]

@JLehr I am grateful for the quick action on #2.  Let's see how you do on the rest of my discourse.

Here is one client's Services page:

As mentioned previously, I have no service contracts, yet the extended warranty for two devices appears.

No matter how large I make the browser, the date is never fully displayed.  It seems to be locked to the right-side margin. Note also the date format.

Now view the Warranty page:

Irrespective of how I resize the browser window, all data columns adjust accordingly.  And also note the date format.

I hope your dev team can correct these idiosyncrasies in their next iteration.

[JLehr]

HI @LarryK,

OK, now that made me laugh. 😂

You provided really good feedback - thanks! The team is working on addressing your display concerns.

[JLehr · Accepted solution]

Hi @LarryK,

The issue with missing warranty information was addressed and deployed. New data can take a few days to at most a week to display in ITE.

The service contract overview only shows information about active service contracts. Future dated service contracts are only visible on the device page.

The issue with extended warranty information was addressed and deployed. In this case, the end date of the latest extended warranty is displayed if there is no gap between the factory warranty's end date and the extended warranty's start date.

The issue with the date format has been addressed. You'll see it in ITE early next week.