Service & Support
Get help fast.
Preventive maintenance, emergency response, OEM parts, and operator training — built for mission-critical operations.
There's nothing lost between the site and the source.
Unlike some companies, our field technicians are a phone call from the engineers who designed your equipment and wrote its code. Every plan includes an annual preventive maintenance (PM) visit and software upgrades supported by the team that wrote them. Choose the phone and on-site response that gives your site certainty, with no unexpected wait times.
Choose your support level
Silver
- ✓ Annual preventive maintenance (PM)
- ✓ Software upgrades during annual PM visit
- ✓ 10% discount on spare & replacement parts*
- ✓ 4-hour response time by phone during business hours
- ✓ Next business day response time by phone after hours
- ✓ Best-effort response time on site
Gold
- ✓ Annual preventive maintenance (PM)
- ✓ Software upgrades during annual PM visit
- ✓ 15% discount on spare & replacement parts*
- ✓ 2-hour response time by phone during business hours
- ✓ 24-hour response time by phone after hours
- ✓ Next business day response time on site
Platinum
- ✓ Annual preventive maintenance (PM)
- ✓ Software upgrades during annual PM visit
- ✓ 15% discount on spare & replacement parts*
- ✓ <1-hour response time by phone during business hours
- ✓ <1-hour response time by phone after hours
- ✓ 4-hour response time on site*
- ✓ Labor covered for emergency visits
- ✓ Travel & living covered for emergency visits
OEM Direct Advantage
A direct line from your floor to our factory
At LayerZero, there's no service bureaucracy between the tech at your site and the engineer who designed your unit, so the answers come from the source, usually in one phone call. The result: faster fixes, plus guaranteed response times.
Trained by the people who built it
Field techs factory trained by the engineers who designed your equipment arrive briefed and know who to call.
Software from the team that wrote it
Software and firmware upgrades are performed on site during your PM visit, supported by the people who wrote the code.
Straight to R&D when you need it
Escalations are sent directly to LayerZero R&D, not to the back of a queue. You get a real answer while the tech is still on your floor.
Genuine parts, no brokers
Serialized LayerZero® components, made under original quality controls and shipped from our factory.
Closer to the source
No need to choose between the reach of a large manufacturer and the attention of a small provider. With LayerZero, you get both.
Comprehensive service options keep your equipment online
Preventive maintenance
Reduce failures and shorten recovery time with structured maintenance that keeps critical systems operating within spec.
- • Remote monitoring support (plan-dependent)
- • Software updates and upgrades (plan-dependent)
- • Scheduled PM visits and labor coverage (plan-dependent)
- • Option for comprehensive coverage including repairs and labor
Emergency response
When uptime is at risk, response time matters. Choose on-site or off-site support paths designed for rapid resolution.
- • On-site: dispatch support for troubleshooting and repair
- • Off-site: guided triage, recovery steps, and remote assistance
- • Escalation paths for mission-critical events
Standby service
“Ready if you need it” support — LayerZero Customer Service Engineers can be on standby during high-risk work.
- • Ideal for critical upgrades and planned maintenance windows
- • Reduce change risk with an engineer on-site
- • Faster intervention if issues occur
Parts
Your direct line to genuine OEM replacement parts — with correct part identification and lifecycle traceability.
- • Help identifying the correct part number
- • OEM replacement parts tracked to product history
- • Vertically integrated manufacturing for consistency
Training
Help operators run equipment safely and confidently with classroom, virtual, and recorded training options.
- • Operator training (facilities + IT audiences)
- • Virtual product training and on-demand recordings
- • Custom programs based on your procedures and risk profile
Operator training topics
Training can be delivered classroom-style, virtual, or recorded for future onboarding. Sessions include a final exam and Q&A.
Core curriculum
- • Overview of LayerZero® equipment
- • Mechanical review of equipment
- • Electrical review of equipment
- • STS components and transfer technologies
- • Preventive maintenance procedures
- • UPS redundancy + load preservation
- • Transfer levers and controls
- • Manual transfers + preferred source changes
- • “Six Modes” of power flow
- • Mechanical bypass interlock
Monitoring & troubleshooting
- • Data collection procedures
- • GUI review (eSTS/ePODs/eRPP/ePanel)
- • Web UI review
- • Network address configuration
- • Alarms and events
- • Alarm troubleshooting
- • PCB component overview
- • Emergency operations procedures
Get a fix, not just a response
Talk with our service team about the coverage your site needs, and we'll help you find the right plan.
