Customer Service
Customer Service Philosophy
Calling DC Group’s hotline in the event of emergency begins the following chain of action: A call placed to DC Group’s Emergency Response hotline is answered by a DC Group customer support manager, a professional with electrical maintenance background, who will understand the customer’s issue and can dispatch engineers immediately.
Within fifteen (15) minutes of the customer’s original call, a factory-trained DC Group field service engineer from our technical support team will contact the site to attempt to troubleshoot the system via telephone.
If an onsite response is required, the DC Group customer support manager will call the site contact to set up the earliest convenient time that works for the site, and electronically transmit the job information to the engineer, and follow up with a phone call. 
A factory-trained DC Group field service technician will be dispatched to be onsite within four (4) hours of the customer’s original call. Depending upon the nature and complexity of the problem, a crash kit is dispatched to the site by the next available flight.
By utilizing the state of the art technology available at DC Group, The DC Group customer support manager keeps a close watch on the field service engineers who are dispatched to the site through GPS tracking to update customers about the accuracy of arrival times.
Upon arrival at the site, DC Group field service engineers will call and log in with the DC group customer support center, and then begin trouble shooting the unit to provide regular updates to the on site contact and the DC Group customer support center. All of these updates are recorded in the trouble ticket that was initially provided to the site contact during the first call. If any parts are required to fix the unit, DC Group field service engineers obtain them from their truck stock or from the crash kit that was sent to the site.
After a problem is resolved and before leaving the site, DC Group field service engineers will inform the site contact and the DC Group customer support center about the completion of the call. All DC Group field service engineers carry laptop computers outfitted with DC Group’s proprietary software and a wireless Internet Air Cards, allowing Internet connectivity from anywhere at anytime. Job information is transmitted to the corporate office before the technicians leave the jobsite, allowing DC Group to provide its customers real-time, fully accurate online service reports and readings.
DC Group is a North America service organization that provides critical power maintenance to data center, telecommunications, hospitals and all other companies that require uninterruptible power for their business to operate.