VeloxServ - VeloxServ DC2, Wolverhampton - UPS A Battery Alarm – Incident details

Following the maintenance carried out earlier today, the issues with UPS A have now been resolved. Thank you for your continued patience during this time. We are engaging with our supplier to provide feedback on our recent experience and to ensure significantly quicker response and resolution times in the future.

All components have been replaced and the UPS is now back online. The critical load remained stable throughout today’s works. Following an impedance test of the batteries, several units were identified as nearing failure. Engineers will return tomorrow morning from 9:00 AM to replace these batteries, ensuring the full operational integrity of the A feed.

Please note that the A feed will be at risk from 9:00 AM. A further update will be provided once the works have been completed.

The engineers have been on site for approximately 90 minutes diagnosing the fault. They will shortly begin replacing several components, after which the UPS will be tested on the load bank. The critical load is expected to remain unaffected, although it will remain at risk until we confirm all is clear. UPS B remains unaffected.

After further escalation we have had confirmation the required engineers and replacement parts are arriving today (Tuesday) before 12. We will update here when we have more information.

Following our previous update, we have been in ongoing discussions with the UPS manufacturer to confirm delivery dates for the required parts and engineer attendance. We have now been advised that the parts are scheduled to arrive tomorrow and Wednesday, with engineers due on-site from 9:00 a.m. on Wednesday to complete the works.

The delay has unfortunately been caused by load bank availability. We have reiterated the urgency of this matter to the vendor and requested that any cancellations or opportunities to expedite the schedule be taken to bring the works forward where possible.

We are continuing to press our UPS vendor for an update on this issue. Following their visit on Friday, it is no longer believed to be a battery-related fault, as each battery was tested individually and confirmed to be in good condition. The vendor is now working to source the required replacement parts from their main warehouse in Italy. They are also sourcing a load bank to carry out full testing of the UPS away from our live load. We chased them for updates over the weekend and have applied additional pressure again this morning.

We have made it clear that the ongoing delay is completely unacceptable and will be escalating the matter further, as our maintenance contracts are intended to ensure a much quicker resolution than this.

A further update will be provided today by 2:00 PM. Please note that UPS B remains stable and unaffected.

The engineer is continuing to diagnose the fault. We have been made aware of a power cut nearby which may impact the A feed. If any customers need us to check dual feeds our engineers are available to do so, please raise a ticket.

We are continuing to work on resolving this incident. An engineer from our UPS manufacturer has been on-site since approximately 9:30 AM. The engineer has tested the batteries and found no fault, he believes this is a component fault within the UPS, which is currently being diagnosed.

The UPS has been placed into bypass and as a result, the A feed to your racks is at risk. UPS B / B feed remains unaffected.