Keeping Critical Infrastructure Powered and Protected

Our partnership with HPE in Rhodes highlights Protex’s ability to deliver rapid 24/7 reactive maintenance that keeps vital operations safe, compliant, and running seamlessly — even in emergency situations.

Project spotlight

Hewlett Packard Enterprise – Rapid Response Maintenance

The Hewlett Packard Enterprise (HPE) facility in Rhodes is a critical commercial site, home to high-profile tenants including the Bank of Canada’s Australian headquarters and a leading data storage and analytics company. With operations that rely heavily on uninterrupted infrastructure, even minor disruptions can have serious consequences.

Protex provides 24/7 reactive electrical maintenance, supported by a dedicated emergency line that connects clients directly to our on-call technicians. Urgent requests are attended to in under two hours, with a technician always within an hour’s drive of the facility. Non-urgent requests are resolved within five business days, ensuring reliability and peace of mind for HPE and its tenants.

Always Ready to Respond

Delivering Seamless 24/7 Emergency Service

Protex is driven by a mission to lead in the service sector of electrical maintenance, and a key part of that mission is our ability to deliver immediate, dependable emergency response.

We’ve built the capacity within our technical team to ensure rapid response at any time, day or night. This is achieved by:

Maintaining a team of technicians ready to respond to emergency callouts 24/7.
Positioning on-call technicians in central locations to reduce travel time and ensure fast attendance.
Attaching KPIs to response times, holding ourselves accountable for prompt service.
Providing an emergency line that diverts directly to an on-call technician — bypassing delays and ensuring the matter is addressed immediately.

Responding When It Matters Most

Case in Point – Restoring Power at HPE

In May 2023, the HPE facility experienced a power outage at 5:00 am on a Friday, impacting critical infrastructure. Although the site had an Uninterrupted Power Supply (UPS) system designed to maintain power during such events, the system failed to activate. The facility manager contacted our emergency line immediately. At the time, our technician was in Epping, just 15 minutes away, and arrived at the site within 40 minutes of the call.

1.

Through a swift investigation, our technician identified the fault as originating in the UPS system, which was managed by the client’s preferred UPS contractor. We immediately coordinated with the contractor, who arrived on site an hour later. Because the fault had already been pinpointed, the system was brought back online within 30 minutes of the contractor’s arrival, restoring critical services.

2.

A temporary fix stabilised the system until replacement materials arrived later that afternoon, with final remediation completed the following morning by our emergency team. A detailed incident report was provided the next business day, followed by a meeting with the client, the UPS contractor, and tenants to review corrective actions and establish preventative measures.

3.

As a result, the UPS maintenance schedule was amended from yearly to quarterly, with our technicians coordinating the work to ensure no disruption. Since implementing these changes, the site has experienced no further incidents, demonstrating the effectiveness of the improved approach.

Full Transparency

Real-Time Insights with Your Client Portal

To keep clients fully informed and eliminate guesswork, Protex provides 24/7 access to a live client portal. The client portal empowers our partners to make informed decisions, track progress in real time, and maintain full confidence in their electrical maintenance program.

This easy-to-use platform gives facility managers full visibility over: