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NES Service & Maintenance

NES Software Investment Protection (SIP) Program

The Software Investment Protection Program provides comprehensive world-class support to NES System users, either indirectly through one of Networked Energy Service Corporation’s Value Added Resellers (VARs) or directly to Utility customers. 

NES Support Portal

The program offers a range of support vehicles, including telephone and Web-based technical support, an onsite support option, software updates and upgrades, and 24/7 access to technical resources on the NES Portal. Choose the program level that best fits your needs.
There are 3 levels of support programs available depending upon the utility’s needs. 

Software and Firmware Upgrades

Under the SIP Program, the NES partner or Utility can have access to install on target customer system new versions of NES System Software, Data Concentrator firmware and meter firmware.

Technical Support  Technical support services are available during normal working hours. In addition, arrangements can be made ahead of time for support outside of normal working hours for specified, planned events, such as major system upgrades. NES support personnel can be reached in multiple ways including email, online and telephone.
NES also provides diagnostic tools for both remote and on-site troubleshooting and support functions. 

Equipment Repairs

NES equipment is highly reliable with field experience of annual failure rates of less than 0.2% for equipment operating at utilities around the world. For situations that do require repairs, we have facilities both at our Headquarters as well as at our factory. NES has an RMA (return material authorization) process defined to expedite the process of repairing devices cover under the standard warranty period or extended warranty period. The RMA process defines the repair instructions, exchange and associated logistics. The RMA process covers repairs associated with defective hardware and other warranty related items. 

Project Management Service  These can be offered remotely and locally. NES will coordinate activities with partners as well as coordinate activities across different organizational functions within the utility.

Clean-up Services

NES can also provide installation support and associated clean-up services. This includes being responsible to manage the overall project, including supervising resources, creating the organizational framework, defining processes for day to day efforts, documentation, reporting, support, and other relevant matters. The NES Team ensures that all KPI performance targets are met by monitoring the installed areas, performing site surveys, local diagnostics, as well as remote analysis of diagnostic data.
NES will perform remote diagnostic of equipment and communications, and associated fix or repair of communication issues. If needed, NES will fix communication issues and enhance system performance to meet targeted KPIs. Clean up services occur typically during the commissioning phase but NES can provide support for the lifetime of the system.

Operations

NES is also able to support your project by offering services relating to the operation of IT solutions like hardware, infrastructure and software related to the NES System. We can provide you with a high level overview of the typical responsibilities associated with operating an AMI System. Each utility typically has its own preferences and internal work practices, so there is not one standard scope of what portion of the Operations is outsourced by the utility. Some utilities outsource everything, other outsources only parts of the AMI System Operations, and then there are other utilities that prefer to operate the system 100% internally. There is no correct model to choose, it really depends on the unique situation of each utility. 

NES HES installation/configuration/customization service

NES can provide on-site support to perform initial installations of HES software, and software configuration of HES per requirements of the project. Also, NES can provide on-site support services for HES upgrades throughout the life of the system.