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Emerson launches 24-hour Technical Support Line for Liebert UPS products

  • 19 October, 2005 11:51

<p>Sydney, Australia (October 19, 2005) – Power solutions company Emerson Network Power has launched a 24-hour technical support line for its partners and customers in Australia and New Zealand. The support line is part of the third regional centre established by Emerson as part of its global support network, which includes contact centres in Europe and the U.S. that provide anytime, anywhere technical support for Emerson customers around the world.</p>
<p>The service has gone live for the company's partner and customer base throughout Asia Pacific. It is active 24 hours a day, seven days a week for pre-sales application and post-sales technical support for Emerson's Liebert-brand power protection products, including the GXT on-line uninterruptible power system (UPS), PowerSure line interactive UPS, PowerSure Assistant and Proactive UPS, and the Nfinity range of modular UPS solutions.</p>
<p>"Until now our Australia and New Zealand customers have worked with local branches and engineers for support," said Bart Mascorella, Business Unit Manager, Distributed Products Group, Emerson Network Power.</p>
<p>"Although we set a very high standard for technical support, service was ultimately limited to working hours and personnel availability. That has now changed with the availability of 24x7 support from our Asia Pacific contact centre, which complements the existing support services we have in place locally."</p>
<p>Mascorella said the centre is staffed by highly trained technicians qualified to handle any support query from the region. "This Service enhances existing resources and Emerson will continue to invest in qualified personnel to provide localised support. Our agents have trained for more than two years at our U.S. centre, and I encourage customers, resellers and distributors to use them as the first port-of-call for all pre-sales, technical support and warranty queries."</p>
<p>Calls to the new support line are charged at local call rates, and Emerson has made two numbers available to its customers: a 0011 international number and a 1-800 number for callers barred from making international calls.</p>
<p>"It doesn't matter which number customers use to call the support line, calls are still charged at local rates," said Mascorella. "Round-the-clock support is just one of the many benefits our customers will enjoy as we continue to expand our global support service."</p>
<p>Mascorella said that 100 per cent of calls already made to the support line from Australia and New Zealand have been successfully resolved.</p>
<p>"Before we launched the new service, our team tested it thoroughly to ensure a smooth transition for local customers," he said. "We've set a target for answering all support calls in 15 seconds or less and we haven't missed that target."</p>
<p>Customers can call Emerson's 24-hour support line on 1800 147 704 or 00 11 800 1155 4499. Customers can also e-mail upstech@liebert.com, microups.warranty@liebert.com, or monitoring@liebert.com for technical, warranty or monitoring support respectively.</p>
<p>About Emerson
St. Louis-based Emerson is a global leader in bringing technology and engineering together to provide innovative solutions to customers in process control; electronics and telecommunications; industrial automation; heating, ventilating and air conditioning; and appliance and tools. Sales in fiscal 2004 were US$16 billion.</p>
<p>Media contacts:</p>
<p>Peter Spiteri
Emerson Network
(02) 9914 2936
peter.spiteri@emersonnetwork.com.au</p>
<p>Guy Lerner
Watterson Marketing Communications
(02) 9437 6122
guy.lerner@watterson.com.au</p>

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