Service contract information in IT Expert

[JLehr]

Service contract information for monitored devices in your organization is now available on the Service contracts tab in the Services and Warranties option in the left sidebar.

Service contract information is updated weekly from the Schneider Electric database. Contact your partner to manage your device services.

Note: Advantage Plans are shown on the Service contracts tab.

Logged in users can view the devices for which they have Viewer permission or higher.

Services are provided by qualified Schneider Electric Services personnel to help you operate your DCIM solution.  Learn more...

Service contracts tab

Select a location and filter the device list to see an overview of services and covered device types, including services that are Active, Expiring within 90 days, Expiring within 30 days, Expired, or information is Unavailable. 

Note: Service contracts with an activation date in the future are not shown.

Filter by service coverage, expiration, service level, device type, and manufacturer.

Click the device name to see service details for the device. When there is more than one service displayed, services are listed in order of closest expiration.

When more than one service is associated with the device, there is an indicator in the Service level column, for example, +2 for two services. The expiration date shown is the date closest to expiration.

You can export a CSV report based on your location and filter selections.

[Joe_Masiello]

What does it mean when a device says "No Service Coverage"?  We have a customer who has a service contract, but it is still saying No Service Coverage, so hoping to get an understanding why it says this.

[JLehr]

Hi @Joe_Masiello 

No service coverage means that the device is not covered by a service contract. It sounds like there may be a discrepancy. 

The customer can call their CSM for assistance, or sales or support. It would be great to follow up so we know this issue is resolved. 

Best,

Jackie

[LarryK]

@JLehr could you please explain the difference between Service Coverage and Warranty Coverage?

What - exactly - is a "service contract?"

This new chart for one client site with a Gateway and one UPS with an NMC3 is more than confusing.

In this case, the SMT1000C has a 3S12 serial number and an extend warranty (8W21xxyyzzzz).

Since I don't know what a "service contract" is, I'll so - ok, 0.

But why is warranty coverage less than 100% on a device that is still under warranty?

Thanks!
Larry

[JLehr]

Hi @LarryK ,

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

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

If you click Show more and filter the list on the Warranties tab to eliminate the Gateway, I think you'll see the result you expect.

You can provide feedback directly in IT Expert in the upper right corner. Click the ? icon. The team always appreciates hearing from customers and reads every comment.

Best,

Jackie