Commercial Facilities Client

Hewlett Packard Enterprise Facility
Reactive Maintenance (PPM)

HPE is a large commercial facility situated in Rhodes. The tenants include the Bank of Canada Australian headquarters and a data storage and analytics company. They rely heavily on the infrastructure in the facility and any disruptions can be catastrophic for their business. Our emergency electrical and call out service is 24/7 with an emergency line provided to the client. Urgent requests attended to in under two hours. To deliver on this, we ensure an emergency technician is always within an hour’s drive of the site. Non-urgent requests attended to in under 5 business days

Protex Electrical Group has a mission to be the leader in the service sector of electrical services. To deliver with our clients, we have created the capacity and capability within our technical team to provide a seamless 24/7 service with the ability to attend urgent matters immediately. This is done by:

  • Having multiple technicians ready to attend emergency callouts at any time of day, seven days a week.
  • Having multiple technicians on call after hours centrally located for our customers to reduce response times. We have KPI's attached to these response times.
  • We have an emergency line when you call our office both during business hours and after hours, and this diverts directly to one of our emergency technicians who will attend to the matter immediately.

Commercial Facilities

Example of a recent emergency job

In May 2023, the facility experienced a power outage on a Friday morning at 5am. The facility has a backup Uninterrupted Power Supply (UPS) system that is designed to power critical infrastructure in the event of a power outage, however, the UPS system did not activate. This UPS system is managed by their UPS and battery back-up preferred contractor.

The facility manager contacted our emergency technician early in the morning outside of business hours via our emergency line.

Our emergency technician was in Epping which is a 15-minute drive from site. Our technician arrived to site at 40 minutes after the phone call.

After completing an investigation, our technician identified the issue to be with the UPS system. We contacted the preferred UPS contractor for the facility to discuss the issue andcorrective actions.

The contractor arrived on site an hour later and because we had already identified the issue through our investigation, we were able to get the system online half an hour after his arrival.

This was a temporary fix as we had to order materials from our supplier that arrived later that afternoon. The final remediations were completed the next morning by our emergency team to prevent any further disruptions.

A detailed report was provided to the client the next business day. A meeting was then scheduled with the client, the UPS contractor, and the tenants to discuss the issue, corrective actions that were taken and preventative measures to ensure this does not happen again.

As a result of the meeting, the UPS maintenance schedule was amended to be conducted quarterly instead of yearly. This would be done in tandem with our technician to ensure there were no disruptions. As a result, we have not experienced any issues since the incident.

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Hear from our


I have worked with Protex Electrical Group for both reactive and preventative electrical work over a number of facilities. There was a particular incident that comes to mind, where there was a flood in the data room of one of our facilities. Given the flood was in the data room we needed to have someone there quickly and have the issue rectified. The team at Protex answered our call straight away and were there to make safe the affected items. They were then able to rectify any issues caused by the flood and provide advice on what needed to be done. I can always trust that Protex will be there when I need them, that they will complete the work to a high standard, and will be cost effective. It is one less thing off my mind when there is an emergency!
Tracy Scharfenberg
Key Account Manager, ISS

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