How to get Support in Five Easy Steps

Get immediate support for your critical applications by following these 5 easy steps.

Step 1. Call 1300 367 686

This is our dedicated 24-hour 7-day a week service line and our Customer Service Representative will assist you.

  • Option 1 – If you are placing a service call request in the event of an equipment fault.

    • Option 1 – To place an emergency service call
    • Option 2 – For inquiry related to Preventative Maintenance
    • Option 3 – For Service Maintenance Contracts
    • Option 5 – For Warranty Support
      • Option 1 – For UPS Application Support
      • Option 2 – For Monitoring Software and Application Support
      • Option 3 – For Warranty Administration

Step 2. Let s know how we can help you

To correctly respond to your call, please advise if your service request relates to a Thermal or Power equipment1.

3. Please supply the following important details

Name of Person Placing Support Ticket

First Name
Last Name
Email Address
Primary Contact Number

Alternate Contact Person or Person on Site

First Name
Last Name
Contact Number

Support Details

Site Name
Site Address
Serial Number of Unit
Your unit should have a sticker label displaying a serial number and the product model [If none, please advise one of our Customer Engineers that you require a sticker to be placed on the outside of your Vertiv unit for a quick reference in assisting your staff to place any future service calls]
Additional Details
Explanation of the problem with the unit (e.g.., high temp alarm, water under floor, UPS in alarm state)

For warranty support, you may also send the details to: for Warranty Replacement request for UPS Applications Support for Monitoring Software and Application Support

Step 4. Confirming your request

We ask that as soon as practical you confirm your request for our attendance in writing by completing an “Authority to Attend”, by emailing The authority to attend should include the requested details in item 3 above and a purchase order number if applicable. A Customer Engineer will be dispatched and the relevant charges if any will apply as per your service level agreement2.

For Warranty Replacement Request, a Return Material Acquisition (RMA) /Service Request (SR). Number will be provided by the Customer Service Representative as a reference for the call out. For Technical Support, one of our engineers will get back to you during office hours to assist.

Step 5. A Vertiv Customer Engineer will respond

A Vertiv Customer Engineer will visit your site to attend to your service call request. Please help facilitate the engineer’s access to your site.

For all other business related enquiries contact your local Vertiv representative or call us on 1300 065 345 |

1Air Power 2Vertiv reserves the right to assess Warranty service calls for validity. Subject to the Warranty provided in Vertiv's terms and conditions of sale, if the fault is deemed by Vertiv not to be covered by warranty then charges may apply.
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