Service & support

Our standard service package is included in your Enity EMS subscription. This service level comprises daily support and weekly monitoring to ensure that data are entered into Enity EMS. The standard service package is intended for customers who have the competencies to monitor their energy consumption themselves, and to work actively with the system to analyse the data and pinpoint potential energy savings.

• Free upgrades
• User rights to the system at selected user levels

Daily

• Free hotline for company administrators, support by phone and email
• Backup copying and storage of data by Enity
• Free data traffic
• Backup and safeguarding of data

Weekly services

• Monitoring of infrastructure for collecting remotely read data for Enity EMS
• Enity monitors the system to ensure that data are delivered to Enity’s servers from the relevant remote reading equipment (data hubs, CTS installations, data loggers, etc.).
• Set-up of standard alerts on newly installed principal water meters
• Check for missing data from remotely read data sources, and notification of meter errors

Quarterly services

• Consolidated list of missing data from remotely read data sources.

Meter service is an add-on subscription element for customers who do not have the resources in-house to keep track of their data and data quality. This service level helps ensure that all remotely read meters are reporting correctly and continuously to Enity EMS. Generally speaking, this means that if a meter should fail, you will be notified of the error within eight working days; the meter will subsequently be repaired unless you specifically decline this service.

• Free upgrades
• User rights to the system at selected user levels

Daily

• Free hotline for company administrator and standard users, support by phone and email
• Ongoing correction of consumption data, negative consumption, meter splits, counter rotations and zero consumption.
• Automatic technician’s visit to rectify faults

Weekly

• Enity monitors the customer’s meters
• Enity notifies the customer if any data have not been provided from the customer’s meter fleet
• Enity provides written notification in the log function, highlighting any non-conforming zero consumption and/or negative consumption registered in the customer’s meter fleet

Monthly

• Enity submits a statement of errors identified to the company supervisor and/or other relevant personnel
• Check for meter replacement, counter rotations and missing data entries (manual meters)
• Check for unusual spikes in consumption

Full Service is an optional service that is available for our Enity EMS solution. Full Service provides access to Enity’s comprehensive package that also includes Meter Service.

Full Service is specially designed for companies that do not have the in-house expertise or the time to analyse energy data and identify energy saving potential. In addition, our Full Service team acts as a valuable sounding board for the customer’s energy team, allowing them to devote their time to acting on notifications and making the most of the energy saving potential identified by Enity’s Full Service team.

If you select the Full Service option, you will be allocated a dedicated energy consultant who will act as your partner and advisor. Working closely with our energy controllers, your advisor will assist you in optimising your energy utilisation and identifying beneficial energy saving potential.

• Free upgrades
• User rights to the system at selected user levels

Daily

• Free hotline for company administrator and standard users, support by phone and email
• Ongoing correction of consumption data, negative consumption, meter splits, counter rotations and zero consumption.
• Automatic technician’s visit to rectify faults

Weekly

• Analysis of night-time consumption with the emphasis on the areas of greatest consumption. Notification of over-consumption to the building supervisor

Monthly

• Analysis of budget deviations with the emphasis on the areas of greatest deviation, typical filter point: 25%.
• Analysis of poor cooling on district heating with the emphasis on meters that register the lowest cooling
• Analysis of KPIs in the customer’s property portfolio, with the emphasis on the greatest non-conformances
• Notifications of non-conforming over-consumption sent to the building/company supervisor
• Follow-up on reported energy potential (Faults and possible saving potential identified by Enity)

Quarterly

• Reporting of consumption avoided and saved to the company supervisor
• Reporting of potential savings to the company supervisor

Annually

• Budget adjustments in relation to any savings targets

Energy consultancy

• Regular operation meetings by arrangement and
• Quarterly meetings of up to 2–3 hours with the emphasis on potential savings from Enity EMS
• Support for management- and annual report, as well as evaluation (final quarterly meeting each year) including support for green accounts/carbon reports

The activities listed above generate a continuously updated system featuring correct set-ups and consumption data, which provides the best possible foundation for reaping the benefits of energy savings in the building stock.