Total Power Assurance Service Level Agreement (SLA)
Total Power Assurance Service Level Agreement (SLA) Standards
This summary outlines the standard response times, preventative maintenance cadences, and escalation procedures for clients enrolled in an active NYREER Total Power Assurance Plan or Commercial Generator / EV O&M Contract.
Target Response & Escalation Standards
- Severity 1 — Emergency Power Loss (Standby generator fails to start/transfer during outage, or safety hazard / arc fault on switchgear, BESS, or solar array):
- Remote Engineering Triage: Within 30 minutes (24/7/365 via
(518) 633-1300) - On-Site Dispatch Target (Mission-Critical SLA): Within 4 hours across primary NY, NJ, VT & MA service corridors
- Remote Engineering Triage: Within 30 minutes (24/7/365 via
- Severity 2 — Degraded Capacity / EV Plaza Offline (Primary inverter offline, BESS fault alarm, or multi-port commercial EV charging plaza down):
- Remote Engineering Triage: Within 2 business hours
- On-Site Dispatch Target: Within 12 – 24 hours
- Severity 3 — Single String / Port or Routine Service (Single EV connector fault, minor monitoring telemetry drop, or scheduled PM adjustment):
- Remote Engineering Triage: Within 1 business day
- On-Site Dispatch Target: Scheduled within 3 – 5 business days
Enrolling Your Facility
To request a custom site-specific SLA contract covering your solar arrays, BESS, Kohler/Generac/Cat generators, and EV charging stations, visit our Total Power Assurance Plans page or complete the Generator PM & Assurance Enrollment Form.
Ready to Engineer Resilient Power or High-Throughput EV Charging?
Speak directly with NYREER’s senior electrical engineers and master technicians serving NY, NJ, VT, and MA.