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 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.
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.
NES is highly confident in the reliability of its product. We know you need to ensure that the investment you have made in the smart grid continues to generate benefit, sometimes for several decades.
We offer extended warranty on our hardware solutions that provides on-going access to repair services so you can be sure that your investment is protected. You have the option of either purchasing additional years of extended warranty year by year, up to a total of 10 years from purchase, or you can purchase one of our extended warranty packs at the time of your purchase. NES provides extended warranty packs for 3 years, 6 years, 9 years, 14 years and 19 years. These are designed to come into effect after the completion of the initial year warranty which is provided as standard, giving a total cover of 4 years, 7 years, 10 years, 15 years and 20 years from the time of purchase.
NES Professional Services
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.
Low-voltage Grid Optimisation Services
NES can also provide installation support and associated Low-voltage Grid Optimisation services. This ensures that your network is best able to support the communications required for you to leverage your smart meter deployment to the full. 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.
Low-voltage Grid Optimisation services occur typically during the commissioning phase but NES can provide support for the lifetime of the system.
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.
Solution Architecture Services
NES can help you specify, design and deploy your AMI configurations to align to your business objectives for AMI infrastructure. This service includes all the specialist technical skills required to take business requirements and turn them into configurations which can be loaded into the AMI infrastructure.
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.
Update Assurance Services
Change is inevitable, whether driven from market direction, regulation or just the need to keep your AMI investment up to date with the latest capabilities offered by firmware and software. NES provides services to help you efficiently introduce and verify changes of configuration, firmware and software in your AMI deployments.
Your back-end systems are essential to help you manage your AMI operations and revenue collection. However, in the life-time of the AMI deployment, you may need to update your HES to the latest software, integrate into new systems and also change your operations model. NES can provide services to help you accommodate these changes.