First-time fix rate – What it actually means

Regular, ongoing servicing and preventive maintenance will ensure your uninterruptible power supply (UPS) and standby power system runs at optimum efficiency. A UPS is a complex piece of electrical equipment, with consumable components that will age over time and eventually need replacing.

However, there are occasions when even the most dependable UPS will experience faults or failure. It’s at critical moments like these that you need reliable, expert support to get you back up and running as quickly as possible.

At KOHLER Uninterruptible Power (KUP), we pride ourselves on service excellence, making maintenance and response for your critical power system a priority. We are extremely proud to announce that our first-time fix rate has increased from +93.9% to 94.9% over the past 12 months, which, given the context of a global pandemic, is a significant achievement and testament to our dedicated and skilled service team. But what does ‘first-time fix rate’ actually mean and why you should you be cautious?

You may assume that ‘first-time fix’ reflects the rate at which a service team will repair an issue on the first visit to site. For KUP, this is exactly what the terms means.

Unfortunately, and in some cases, it doesn’t. Instead, organisations are using this to reflect the rate of callouts that have been undertaken from the initial enquiry, irrespective of whether the issue was fixed first or even second time. Sometimes, the term is used to demonstrate the rate of fixes on ‘repair visits’, which normally means that the first visit was an investigation visit. In these cases, the engineer will be required to return to site with the parts and therefore demonstrating an actual first-time fix rate of 50%, at best.

At KUP, our first-time fix rate of 94.9%, coupled with a best-in-class customer Net Promoter Score (NPS) rating means you can rest easy knowing you are in the best hands. The components within KUP power protection devices are of a high quality to help ensure many years of trouble-free operation. Properly planned and implemented, preventative UPS maintenance strategies can minimise the likelihood of unscheduled breakdowns and power outages, effectively negating the potential risk of costly commercial, reputational, and legal issues.

The modular design of KUP’s UPS systems allow engineers to test or replace certain hot swappable components in the unit while the uninterruptible power supply is still in place and actively providing full back-up for the desired load. The modular design therefore makes it easier to fix first time and our engineers carry spare parts with them when in the field.

For non-modular UPS systems, KUP engineers have 24/7 access to full repair kits located in different parts of the country.

KUP has developed a strategy to help organisations achieve continuity, covering both maintenance and project services. Its remote UPS monitoring services – PowerNSURE for UPS batteries, PowerREPORTER for UPS power supplies, and Remote Generator Monitoring System have formed part of UPS maintenance packages for customers.

KUP prides itself on delivering industry-leading UPS power protection solutions combined with service excellence to ensure uninterruptible power supplies are ‘Always On’.

To find out more about KUP’s range of modular UPS systems and UPS maintenance programmes, please get in touch by calling +353 (0)1 4606859

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