Frequently Asked Questions

Why did I receive an email asking to connect with my customer? If you have received an email from SmartConnect asking you to connect with your customer, you have been invited to use the Reseller feature in the Web Portal. With this feature, you can capitalize on sales opportunities. You will receive relevant UPS details such as UPS model, battery SKU and notifications for required maintenance. You will be notified 3 months in advance about your customer’s Smart-UPS lifecycle events and will also receive important UPS information including when your customer’s UPS warranty expires, when their Advanced or Standard plan expires, and when their UPS battery needs replacing. If you want to accept your customer’s invitation, click the ACCEPT INVITE button in the email. You can then contact your customer directly to provide maintenance support with the contact information provided. If you do not want to accept your customer’s invitation, you can click the Unsubscribe link in the email to decline the invitation. Alternatively, you can ignore this email and no further action is required. The invitation will expire after 7 days. Your customer will be notified if you declined their invitation, or allowed the invitation to expire. For more information on the Reseller feature and its benefits, see https://smartconnect.apc.com/reseller.   What does this service cost? This service is free of charge for all APC Reseller Partners.   Do I need to create an account with APC to use this service? No, you do not need an account to receive sales opportunity emails. However, you must ensure that your customer is aware of your email address, so they can connect with you in the Web Portal.   When do I receive notifications about sales opportunities? You will be notified 3 months (90 days) in advance of your customer’s battery or warranty expiry. It is recommended that you contact your customer within 7 days of receiving this notification email for customer satisfaction. If the issue is not resolved, you will continue to receive notifications about the lifecycle event. You will be notified 1 month (30 days) in advance, 1 week (7 days) in advance, and on the day of expiry. You will receive four notifications in total if the issue is not resolved.   What information is provided in the sales opportunity emails? When you are notified of your customer’s lifecycle events, you will receive your customer’s Smart-UPS model, and the expected date of when your customer requires a new battery or warranty. You will also receive the SKU of the required replacement battery or warranty extension, so you can pro-actively reach out to your customer and provide maintenance for their UPS. You will be provided with contact details for your customer so you can contact them directly. Their company name, full name, email address and phone number are shared.   Why am I seeing an error page when I try to connect with my customer? An error page will be displayed if you try to accept an expired connection invitation. The invitation will expire if you do not accept or decline the invitation within 7 days of receiving it. This error page will also be displayed if you try to accept an invitation after your customer has decided to disconnect.   I no longer want to receive emails about my customer’s UPS. Can I opt-out? Yes, you can opt-out from receiving sales opportunity emails from SmartConnect at any time. Your customer will be notified when you unsubscribe from receiving sales opportunity emails. To opt-out, open an email from SmartConnect and click the Unsubscribe link in the footer. You will then be directed to an unsubscribe confirmation web page.

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.