Deciding on which service contract you need should never be limited or generic. Lift and escalator maintenance should be tailored to the individual customer and building.
At Otis, we provide three base options - Service, Solution and Signature, which form the framework for a lift maintenance contract. Once that is decided, it could be a good idea to adapt that contract to one that suits you and your building perfectly. For example, a football club which experiences intense equipment usage for relatively short periods is likely to have different requirements to that of a residential building with less intensive usage, but which would require support 24/7.
The cost of your maintenance contract is likely to be impacted by the level of risk you are willing to take and the level of certainty you desire. A basic contract is likely to cover just your maintenance visits. If you choose this contract, it is likely to cost you the least in terms of up-front costs. If any parts are required however, there will be additional costs associated with the purchase of those lift parts and the engineer’s time for fitting. With any mechanical piece of equipment, it is impossible to be 100% certain it won’t break down, so if it does, it could result in unexpected costs. On the flip side, most lift providers will offer contracts which have parts included, although as highlighted later in this article, ensure you are clear on what those parts are. Choosing a contract with parts provides more certainty of what your annual costs will be - it takes away much of the risk. If you choose the Otis Signature contract for example, which includes all parts, including those classed as ‘major parts’, then you will know exactly how much the lift maintenance will cost you each year.
There are multiple areas for consideration when you choose your lift and escalator maintenance contract, including but not limited to – Usage, Environment, Location, Product Technology, Age and Service History.
We believe that the biggest single consideration for lift and escalator maintenance is what organisational risk do you have if these assets are not maintained to a reliable and legal standard. If these risks are considerable, and it could result in loss of revenue or reputation, it could be worth considering a contract that comes linked to Key Performance Indicators (KPIs). For example, at Otis, one of our KPIs is focused on lift availability and/or entrapment response time. Whatever KPI’s you decide on, these are designed to protect both your maintenance requirements and to minimise the risk to your business.
When selecting a lift service provider, it is important to understand the different levels of contracts offered. While many providers offer basic, intermediate, and fully comprehensive contracts, it is important to carefully examine the details. For instance, while the Otis Signature Contract is truly comprehensive and includes all major parts, other providers may not include essential components such as ropes or drives. To avoid unexpected costs and ensure complete peace of mind, it is crucial to carefully review the details of your maintenance contract and ensure that it meets your expectations.
It is important to consider if any components provided will be from reliable and ethical supply chains and they are manufacturer approved components protecting the safety of the lift and escalator users within your building. Also, how strong are those supply chains to allow for quick access to parts in order to fix any issues with your equipment? Of course, Otis has access to our own parts, but we have also built up extensive supply chains and keep competitor parts, not only at our European Parts Centre, but also here at our facility in Leicester, UK.
It is worth considering how your overall contract will be managed and what additional services will be included, ideally free of charge. Is there a 24/7 call centre in case your equipment breaks down in the middle of the night? Is there a customer portal you can access to understand what is happening with your portfolio? And is there any support and appropriate technology available to help manage and even fix equipment remotely as part of that contract. Often, it’s not just about the number of service visits and what types of spare parts are included. There are often a range of additional services that may or may not be part of any contract you select.