AMC Unique Selling Proposition

ANNUAL MAINTENANCE SERVICES (IN INDIA ONLY)

SWAFE offers AMC of UPS, Cooling and office IT throughout its presence and set up of technical repair centers across the country. Through these business offerings we provide AMC of multi-vendor AC, UPS and office IT. We are managing more than 11000 units of multi make multi brand units of UPS ad over 3000 units of ACs through our Pan India presence, what we offer is a vendor agnostic single window environment, which results in better visibility of your assets/inventory, standardised operations and, more informed opex and capex decisions with better visible controls through our in-house proprietary cloud based reporting and analysis system S-RAS® that make your complete operations visible. It captures, reports, communicates and analyses your operations and makes them more intuitive and manageable.

SWAFE AMC Services for UPS
SWAFE is pioneer in providing PAN INDIA vendor agnostic support to all makes of UPS commonly found in India. This means that one single vendor interface, shorter turnaround times and standardisation across your asset management. The most common problems for UPS failure are breakdown ups, battery failure, etc.

SWAFE AMC Services for Cooling
SWAFE supports all makes of Blue star, Carrier, Samsung, Onida, Panasonic commonly found in India. This means that one vendor can removes the complexity of getting the right resources to the right problem fast, because that task shifts to SWAFE.The most common problems for cooling system failure are compressor failure, condenser chock up, gas leakage, etc.

SWAFE AMC Services for Office IT
SWAFE supports all of the common Office IT equipment, including desktops, printers, scanners, network switches. This means that one vendor can removes the complexity of getting the right resources to the right problem fast, because that task shifts to SWAFE.The most common problems for Office IT failure are printer cartridge problem, network switch port failure, etc.

While there are differences for UPS, Cooling and Office IT equipment AMC in execution, SWAFE maintains a consistent AMC approach for each of these segments. SWAFE is the only provider to deliver Pan India, multi brand coverage, which greatly simplifies vendor management of our customers. SWAFE’s unique operational approach increases availability and reduces risk by a disciplined delivery of Preventative Maintenance to reduce issues; and then delivers first call resolution in the vast majority of cases by innovative handling of problems as they are reported to SWAFE. The net for our customers is that their equipment fails less often – about 50% less often – and then is repaired swiftly in the less likely event of a failure.

SWAFE uses our proprietary S-RAS software to track and monitor the delivery and status of all PMs and trouble tickets, so we can report to you at any time on our performance against SLAs. In our higher end Services, direct access is enabled for our customers, so they can see in real time the operational status of their inventory and resolution of open issues. This is an important part of SWAFE philosophy, to be a true and open partner in maintaining the uptime of your equipment. We believe in complete transparency because you deserve to know and because it will result in faster resolution of issues. To our knowledge, no other AMC provider has this approach to sharing of real time information.

SWAFE AMC Services for UPS

SWAFE supports all makes of UPS commonly found in India. This means that one vendor can removes the complexity of getting the right resources to the right problem fast, because that task shifts to SWAFE.

The most common problems for UPS failure are (name them and how we address them).

SWAFE AMC Services for Cooling

SWAFE supports all makes of (describe cooling) commonly found in India. This means that one vendor can removes the complexity of getting the right resources to the right problem fast, because that task shifts to SWAFE.

The most common problems for Cooling system failure are (name them and how we address them).

SWAFE AMC Services for Office IT

SWAFE supports all of the common Office IT equipment, including Laptops, desktops, printers, scanners, copiers, (anything else?). This means that one vendor can removes the complexity of getting the right resources to the right problem fast, because that task shifts to SWAFE.

The most common problems for Office IT failure are (name them and how we address them).

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Free Direct Client access to S–RAS®

SWAFE’s proprietary tracking and reporting tool, is available for up to five named users. With S–RAS®, customers can see on demand, in real time, the status of open or closed trouble tickets, SWAFE SLA delivery and their equipment inventory. To SWAFE®s knowledge, this level of transparency to field operations in support of a customer is available only from SWAFE.

Multi–Brand Coverage

SWAFE delivers Multi Brand coverage across all of our levels of service. By type of service, we currently cover:

  • UPS — APC, (need the full list)
  • Cooling — (need the full list)
  • Office IT

Pan India Coverage

SWAFE operates in all 28 states and 85% of districts as measured by GDP, which is where our customers do business.

Preventative Maintenance

SWAFE provides preventative maintenance across all three service levels, with an increasing level of effort expended for the higher coverage levels.

  • SWAFE SILVER Service® provides annual cleaning of the internals of a machine. This removes accumulated dust and grime, reducing the chance for a failure due to electrical shorts on a board or overheating, and provides for more efficient operation.
  • SWAFE GOLD Service® adds diagnostic tests on the batteries, control boards and switches to find and repair imminent problems before they occur.
  • SWAFE PLATINUM Service® further adds an environmental review, documenting out–of–scope hazards risking the customer’s operation. Examples we have found include wrong’sized breakers, rain water draining near the main electrical bus and inadequate ventilation in battery storage.
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First Call Resolution

Is a both a goal and a program by SWAFE to fix equipment under AMC as fast as possible. SWAFE uses a proprietary methodology from the moment a trouble ticket is called into our service center. In order of priority, we

  • Solve the problem during the call, with Tier 2 experts on the phone if needed
  • Diagnose the problem if unsolvable by phone
  • Dispatch the field engineer with the needed parts

With this approach, SWAFE is able to consistently deliver within the agreed Resolution SLA. A significant number of these trouble tickets are solved during the initial phone call. And our customer’s operation is back up and running fast.

Service Level Agreements

Align the customer’s business need for response and resolution with their budget and establish the expectations between SWAFE and our Customers. These vary from 2 hour response/4 hour resolution to 1 week resolution, depending on business need.

  • For SWAFE SILVER Service®, parts prone to failure are prep-positioned to enable fast repairs to enable SLA delivery.
  • For SWAFE GOLD Service®, SWAFE pre–positions spares that can be rented by the customer while longer repairs to the customer’s failed unit takes place, improving SLA resolution delivery.
  • For SWAFE PLATINUM Service®, SWAFE pre–positions and uses at our cost spares whenever the expected service window exceeds the Resolution SLA.

S–RAS®

is SWAFE’s proprietary, industry leading tracking and reporting software. It provides unparalleled transparency to our services and your operations in real time. Our operational system, S–RAS®:

  • Records all customer locations and inventory in a database
  • Captures all customer trouble calls
  • Creates a trouble ticket
  • Commits resources to address the issue
  • Tracks the resolution
  • Captures and displays Field Service Reports
  • Reports on SLA delivery

This system is used by SWAFE for all levels of service, as it is our core operations systems. SWAFE will provide standard SLA reports and FSRs for SWAFE SILVER Service®, and customer access for SWAFE GOLD Service® and SWAFE PLATINUM Service® at cost and for free, respectively.

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