FAQ for Customers

[CDiggin]

What lifecycle events is my reseller emailed about?

Your reseller will be emailed about the following lifecycle events:

• Battery End of Life Exceeded
• Battery Replacement Due 
• Battery Needs Replacement 
• Replace Battery
• Warranty Expires on [date]
• Advanced Plan Expires on [date]
• Advanced Plan Expired on [date]
• Standard Plan Expires on [date]
• Standard Plan Expired on [date]

My reseller has not accepted my invitation. What do I do?

When your reseller is emailed to accept your invitation to connect, they must manually accept your invitation before they receive lifecycle notifications. It is recommended that you wait 7 days to allow your reseller to accept your invitation. If your reseller has not accepted your invitation after 7 days, the invite will expire. If you want to re-send the invitation to connect to your reseller, you can cancel the invite by clicking Cancel and then clicking Update Settings. To send your reseller another invitation, add their email address and click Update Settings.

My reseller has not contacted me about my lifecycle events. What do I do?

Your reseller will be notified 3 months (90 days) in advance of when your Smart-UPS requires a new battery or warranty extension. If your reseller does resolve the issue, your reseller will be reminded 1 month (30 days) in advance, 7 days in advance, and on the day of expiry. You can also send reminder emails to your reseller for your lifecycle event via the UPS Status page: Battery > Replace By and Device > Warranty. 

NOTE: You can only send reminder emails for a lifecycle event if the event occurred less than 90 days ago.

If your reseller does not contact you within this time frame, you are still responsible for your UPS lifecycle events and the maintenance of your Smart-UPS. You can buy replacement batteries and warranty extensions on the APC website.

I do not want to see the Reseller page each time I add a new device. Is there an option to turn this off?

Yes. You can disable this feature by selecting the Not interested? checkbox in the Reseller page.

Can I add more than one email address for my reseller?

No, you can only add one email address. If you want to add a different email address for your reseller, or if you are switching resellers, you can disconnect from your existing reseller and invite your new reseller to connect.

For more information on disconnecting from your reseller, see "How do I stop sharing information with my reseller?" below. 

How do I stop sharing information with my reseller?

You can disconnect from your reseller at any time and lifecycle notifications about your Smart-UPS will no longer be shared. To disconnect from your reseller, navigate to the Reseller page in the Web Portal and click Disconnect. 

NOTE: If you disconnect from your reseller and you want to re-connect later, you must invite your reseller and they must accept your invitation again.

If I submit my reseller’s email address, do they have the option to opt-out?

Yes. When your reseller is emailed to accept your invitation, they can decline your invitation. Alternatively, they can ignore the email and in 7 days, the invitation will expire. If your reseller accepts your invitation to connect, they can opt-out at any time, and cancel the connection. If your reseller opts-out, you will be notified via the Reseller page.