A Support Model Built Around Uptime, Not Just Tickets
Once your infrastructure goes live, our job has really just begun. NPOD backs every deployment with a service organization that understands the equipment, the environment it runs in, and what's actually at stake when something needs attention.
- Support desk staffed around the clock, every day of the year
- Engineers trained directly on NPOD systems, not generalist technicians
- Documented safety procedures followed on every site visit
- One point of contact for technical, commercial, and warranty queries
- Remote diagnostics available so many issues never need a site visit at all
Support That Starts with Understanding, Not Assuming
No two sites are alike, so no two support cases should be handled the same way either. Before we recommend a fix, our team takes the time to understand the actual conditions on the ground — how the site is configured, what's already been tried, and what the real impact of the issue is on your operations. That context is what lets us close cases correctly the first time instead of guessing and hoping.
The same thinking shapes how we help customers plan power infrastructure in the first place. Sizing a system correctly is about more than backup time or capacity on paper — it also depends on incoming power quality, how often outages happen at a given site, available space, and how easily the system can be serviced once it's installed. Getting these details right up front is often what determines how smooth support looks later on.
Response & Resolution Timelines
Every location is categorized so you know exactly what to expect — whether that's an engineer at your door or a defective unit routed through our nearest service center.
| Location Type | Response Time | Resolution Time* | How It's Handled |
|---|---|---|---|
| Metro & Tier-1 Locations | Within 24 hours | Within 48 working hours | On-site engineer visit |
| Tier-2 & Tier-3 Locations | Within 24 working hours | Within 48 working hours | Unit routed to the nearest regional service center under warranty |
| Campuses, Institutions & Large Multi-Unit Accounts (50+ systems) | Within 24 working hours | Within 48 working hours | On-site maintenance as agreed in the purchase order or service contract |
*Resolution timelines assume access to the site and availability of any parts required; actual timelines are confirmed at the time a ticket is logged.
A Support Process That Doesn't Rely on Guesswork
Support requests logged with our team move through an internal tracking system that keeps every case visible from the moment it's raised to the moment it's closed — no chasing updates, no cases falling through the cracks.
Fast Triage
Issues are identified and categorized as soon as they're logged.
Live Case Tracking
Every ticket's status is visible in real time, end to end.
Faster Turnaround
Structured escalation keeps resolution times predictable.
Quality Checks
Closed cases are reviewed to confirm the fix actually holds.
Cases are routed through three levels of support depending on complexity — a national support desk, regional line managers, and, where a physical visit is needed, a field engineer assigned to your region. Telephonic troubleshooting is available at every level, so many issues are resolved without waiting for a technician to arrive on site.
Support at a Scale That's Actually Been Tested
Our service network hasn't just been designed on paper — it's been proven across thousands of live deployments spanning metro data centers to sites in the most remote parts of the country.
- Actively supporting a large, growing base of installed systems across India
- Significant coverage extending into rural and semi-urban deployments
- A substantial share of our installed base currently under active warranty
- Thousands of additional systems covered under ongoing AMC contracts
Working Safely Around Power & Cooling Equipment
These guidelines apply to every engineer, contractor, and site team working around NPOD infrastructure — because a safe site is the first requirement for a reliable one.
- Electrical work is carried out only by qualified, authorized personnel — lockout tags, safety warnings, marked circuit breakers, and isolators are never removed, bypassed, or altered.
- Damaged cables, leads, or equipment are reported immediately rather than worked around, and all cabling is kept clear of water and off wet flooring at all times.
- UPS units and connected equipment are operated only by trained personnel, with guards and panels kept securely in place during operation. Battery and UPS areas stay clean and obstruction-free, with access restricted to authorized staff.
- Load-side electrical work is never carried out without prior sign-off from the service team — an added layer of oversight for higher-risk tasks.
- Room cooling, fire extinguishers, rodent control, and adequate lighting are all maintained, keeping every equipment room safe for inspection and maintenance.
Have a Support Request or a Question About Coverage?
Our team can walk you through response timelines, AMC options, and how to log a case for your site — reach out and we'll take it from there.
