FAQs  
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Damage to Equipment

Will the Company accept liability for equipment that is damaged by a surge, etc.?

Customers are compensated for equipment damaged due to certain power quality conditions. Customers should take specific measures to protect their equipment from damage. However, if their equipment is damaged by a surge, etc. they should contact us at (246) 626-4300 and advise our Customer Service Representatives of the circumstances. These will be investigated and any decision to compensate will depend on the outcome of these investigations and will be based on predetermined guidelines.

Will the Company accept liability for damage to equipment during bad weather conditions?

No. Customers should take all possible precautions to disconnect or otherwise protect their equipment during bad weather conditions.

How long does it take to receive a response to a damage claim?

It depends on the circumstances. Normally we aim to respond within four weeks. If the customer wishes, the damaged equipment may be fixed at the customer's expense prior to the claim decision with the understanding that the claim may or may not be accepted. If the customer takes this course of action, all repair bills/ technician reports should be retained, and if the claim is accepted, these should be submitted to the Company for reimbursement.

What is the best way to protect equipment from damage by a surge?

A Transient Voltage Surge Suppressor (TVSS) is one of the most cost effective ways to protect equipment against surges. For higher cost equipment an enhanced power protection product, such as a voltage regulator or Uninterruptible Power Supply (UPS), is preferable. The voltage regulator supplies a fixed voltage to the equipment regardless of changes in the supply voltage and has built-in surge suppression. The UPS maintains power to the equipment if the electricity goes off and usually has built-in surge suppression. Some UPS models have built-in voltage regulators and so provide three benefits in one unit.

When should I use a surge suppressor?

A surge suppressor should be used for all electronic equipment such as TV's VCR's, stereos, microwaves, computers, fax machines, printers and even stoves with digital controls. Equipment operating close together can share a surge suppressor to reduce the number required, as long as together they do not exceed the loading capacity of the suppressor or plug they are being supplied from. What type of Surge suppressor should I buy?

Types stamped on the back TVSS Transient Voltage Surge Suppressors UL listed to 1449 standard and rated 330 V L-N, L-G, N-G.

Where can a surge suppressor be purchased?

These can be purchased at most electrical supply outlets or computer stores. Ensure the device meets the standards stated above.

What type of Uninterruptible Power Supply (UPS) should I buy?

The lowest cost UPS is the back-up or off-line UPS. This offers basic surge suppression and is normally on stand-by. When the power fails it switches over to battery power to operate the equipment. This is recommended mainly for personal use. The more expensive "Smart Series" or "line interactive" UPS offers surge suppression, voltage regulation and back-up power and is recommended for small businesses. The on-line UPS offers the same three benefits and, in addition, the power to the equipment is independent of the mains supply since this is derived internally from the UPS. This is the most expensive option and is recommended for larger and more critical applications.

Where can I buy a UPS?

Most computer stores and office equipment suppliers. The on-line UPS usually has to be ordered for the specific application so it should be ordered in advance.