Service Issue

We purchase an 40 KB online UPS from Hitachi with 2 years warranty. But from 4th July 2018 our UPS UPS not working. We mail and call to Hitachi Service team several time to repair our UPS. But till date our UPS not working. We need to repair our UPS immediately and give penalty for that. Our Issue: 1) No Preventive Maintenance done for last 8 to 9 months. As a result our UPS was down. 2) No service received within 2 working hours. For Last 24 days UPS was down. Written Commencement from Hitachi: Preventive Maintenance: We will make quarterly preventive maintenance (Including Inspection, testing, satisfactory execution of all diagnostics, cleaning & removal of dust & dart from the interior & exterior of the equipment till warranty period & after that will continue if the UPS is under AMC. After Sales Service: Prompt & efficient on-site after sales service support will be provided through our nearest service centre at Agartala within 2 working Hours in accordance with the specified SLA criteria. Mail Id: [deleted]