Renewal Support : Frequently Asked Questions : Resellers
Resellers
Why did I receive an email asking to connect with my customer?
If you have received an email from EcoStruxure Ready Smart-UPS asking you to connect with your customer, you have been invited to use the Renewal Support feature in the web portal. With this feature, you can capitalize on sales opportunities as you will be notified about required maintenance on your customer’s Smart-UPS. You will be notified in advance, via email, when your customer’s Smart-UPS requires a new battery, or a warranty extension, and also if they require a UPS upgrade.
If you want to accept your customer’s invitation, click the ACCEPT INVITE button in the email you received from EcoStruxure Ready Smart-UPS. You will be notified 3 months in advance about your customer’s Smart-UPS lifecycle events, and provide you with the expected dates of when their Smart-UPS requires a new battery, and when their warranty is due to expire. You can then contact your customer directly to provide maintenance support with the contact information provided.
If you do not want to accept your customer’s invitation, you can click the Unsubscribe link in the email to decline the invitation. Alternatively, you can ignore this email and no further action is required. The invitation will expire after 7 days. Your customer will be notified if you declined their invitation, or allowed the invitation to expire.
For more information on the Renewal Support feature and its benefits, see https://smartconnect.apc.com/reseller.
What does this service cost?
This service is free of charge for all APC Reseller Partners.
Do I need to create an account with APC to use this service?
No, you do not need an account to receive sales opportunity emails. However, you must ensure that your customer is aware of your email address, so they can connect with you in the web portal.
When do I receive notifications about sales opportunities?
You will be notified 3 months (90 days) in advance of your customer’s battery or warranty expiry. It is recommended that you contact your customer within 7 days of receiving this notification email for customer satisfaction.
If the issue is not resolved, you will continue to receive email notifications about the lifecycle event. You will be notified 1 month (30 days) in advance, 1 week (7 days) in advance, and on the day of expiry. You will receive four notifications in total if the issue is not resolved.
What information is provided in the sales opportunity emails?
When you are notified of your customer’s lifecycle events, you will receive your customer’s Smart-UPS model, and the expected date of when your customer requires a new battery or warranty. You will also receive the SKU of the required replacement battery or warranty extension, so you can pro-actively reach out to your customer and provide maintenance for their UPS.
You will be provided with contact details for your customer so you can contact them directly. Their company name, full name, email address and phone number are shared.
Why am I seeing an error page when I try to connect with my customer?
An error page will be displayed if you try to accept an expired connection invitation. The invitation will expire if you do not accept or decline the invitation within 7 days of receiving it. This error page will also be displayed if you try to accept an invitation after your customer has decided to disconnect.
I no longer want to receive emails about my customer’s UPS. Can I opt-out?
Yes, you can opt-out from receiving sales opportunity emails from EcoStruxure Ready Smart-UPS at any time. Your customer will be notified when you unsubscribe from receiving sales opportunity emails.
To opt-out, open an email from EcoStruxure™ Ready Smart-UPS™ and click the Unsubscribe link in the footer. You will then be directed to an unsubscribe confirmation web page.