The Eaton technician has the setup done before he leaves at the end of the day. It is not that big of a deal. They came in and did it for us so we did not have to do it. Even without them, I think we could have done it fairly easily.

To just add the cards to a system that did not previously have the card, the UPS tech comes in and he calls his 1-800 number for his engineering support. They talk about it a bit, and in a couple of hours or so, they have it working.

The only time I talked to their tech support was when we first were putting one in and couldn't get it to email out. That turned out it was our IT department. They gave me the information I needed to go to our IT department. I called Eaton and they directed me to their PredictPulse expert there. That's the only time we've ever had to use the PredictPulse tech support. 

We used Eaton's consultants for the deployment. They were wonderful and very responsive. They not only answer my questions, but improve on them. They are great and very honest. If the product doesn't do something today, they tell me. If it's coming out in the next release, they say it's coming out in the next release. Or, if it's not even in the pipeline, they let me know and say that they will take the feedback. 

They have come to visit in person or we have spoken on the phone. Anything that we've needed, they have been helpful. They also helped push me information because this is one one-hundredth of the things that I'm working on. It's very nice to have them keep on top of me and keep things going. So, they have been terrific.

We use service vendors for deployment and maintenance. We have two separate service vendors who can assist if something was needed. They can go out to the site, if needed. We would dispatch them.

We had someone from Eaton involved because I had opened up a ticket for additional support.

Eaton had to change the cards so we could use all of the features of PredictPulse. Apparently, there were some issues when we were getting it programmed. I believe it failed, then Eaton's person came in, but he got called out for an emergency so we didn't get the new one in and programed. So, for that two week period, we received an alert that said, "We can't see your equipment. What's going on?"

Our entire team is responsible for administrating and maintain this solution. This is our entire tech and facilities team, which includes approximately eight people.

An engineer from Eaton came in and set PredictPulse up. He explained everything to us, including the requirements. 

It was simple for me. He just needed to know who our electricians were. He worked with our electricians to get it set up. We didn't have any issues because we had to have the room wired for it and all the information was direct.

We had Eaton come in. We gave them the IP configurations that they needed, the Ethernet configurations, SMTP configurations, etc. We gave them the information and then they programmed it and set it up. Our experience with their deployment team was fine. There were no problems.