OKLuz

> What is OKLuz? > Why should I sign up for the OkLuz service? > What is the yearly Periodic Check? > What repairs are covered by the OKLuz service? > Who can sign up for the OKLuz service? > How long does the contract last for? > When is it possible to make use of the contracted maintenance service? > How long does the discount last for? > How can I sign up for the OkLuz service? > Do I also need to sign up for the electricity supply? > How is the OkLuz service billed? > What happens if I terminate the electricity contract? > I am signed up for another maintenance service, can I contract Endesa's OKLuz service? > How does Endesa Energy oversee process quality?

What is OKLuz?

OKLuz is a service for that includes a periodic annual check of the electrical installation and a repair service with unlimited assistance, with travel time and the first 3 hours of labour free. It also includes an initial diagnosis of the electrical installation to identify and evaluate its status.

The objective of the OKLuz maintenance and repair service is to safeguard your home's electrical installation to ensure that it is always in top condition.

It prolongs the life of equipment and makes sure that installations are as safe as the first day, reducing failures by 1/3 of the normal rate.

Furthermore, if you contract the OKLuz AIRE modality, the service also covers annual maintenance for air conditioning equipment, consisting of cleaning of the filters of the interior climate control units and of a check of the equipment's functioning. In any case this modality does not include maintenance of exterior units or repair of air conditioning equipment.

Why should I sign up for the OkLuz service?

Because other similar services from other companies cover only repairs, and not maintenance. Endesa takes care of everything.

Because you can pay in easy quotas on your electricity bill, with a 50% discount during the first year.

Because you'll have an Endesa Grid professional and rigorous internal controls, both for the quality of service and for the satisfaction of our Customers.

Because you'll avoid costs for labour and transportation, for up to 3 hours (parts charged to Customer) in the case that a repair is necessary. Unlimited number of repairs.

Because you'll have flexibility in arranging the time of the visit.

In exceptional circumstances, if the repair time exceeds 3 hours we promise to provide a free prior quote for any repairs.

What is the yearly Periodic Check?

These are annual preventative visits to check the state, the safety and the correct functioning of the home's individual electrical installation, to avoid future problems and increase the installation's safety.

Furthermore, if you have the OKLuz AIRE modality contracted, the service also covers annual maintenance for air conditioning equipment, consisting of cleaning of the filters of the interior climate control and of a check of the equipment's functioning.

The cost of the aforementioned check, as well as travel time to carry out the check, are included in the OKLuz service.

What repairs are covered by the OKLuz service?

The service covers unlimited repairs for service to the electrical installation, with transportation and the first 3 hours of labour free. According to incident type.

Urgent: Attention in under 3h, 24 hours a day, 365 days a year. Urgent repairs that are necessary to re-establish supply to the home's electricity installations, so long as the origin of the incident is within the customer's installation. Incidents affecting electricity supply to the refrigerator and/or freezer are likewise considered urgent.
Not Urgent: Assistance in under 48 hours, following receipt of the notice.

Who can sign up for the OKLuz service?

The OKLuz service is for homes (not businesses or communities of home owners) whose electrical and/or climate control installation is under an individual single-phase or tri-phase low voltage electric supply, with a contracted capacity of ≥ 3kW and not greater than 25kW, consumption above 3,000 kWh/year, individual meter for the electricity supply and a ICP (Power Control Switch) or maximeter installed.

Homes with climate control installations with capacity of less than 25 thermal kW can also sign up for OKLuz AIRE.

Installations and their components must comply with applicable regulations and be accessible.

How long does the contract last for?

The contract duration is one year, and it will be automatically renewed on an annual basis. However, both the customer and Endesa can terminate the contract via written communication, with a minimum of one month's notice prior to the expiry date.

In the case that the contract is terminated by the customer before the one year period has come to an end, the pending quotas must be paid through the contract's completion.

When is it possible to make use of the contracted maintenance service?

For customers that sign up for the OkLuz service independently of the electricity supply, the contract will become "active" almost immediately. Repairs will not be made without a prior maintenance visit.

In the case that sign up is carried out at the same time as the electricity supply, the OkLuz service contract will not go into effect until the electricity supply contract has been activated, following acceptance on part of the Distributing Company (approximate timeframe of less than 1 month).

How long does the discount last for?

The 50% discount on the service quota lasts for one year from the contract start date.

How can I sign up for the OkLuz service?

Signing up for OkLuz is very simple. Once you fill out the contracting form, the contract will become "active" almost immediately. Endesa will send you a Welcome Pack with all of the information you need to start enjoying the OkLuz service.

Do I also need to sign up for the electricity supply?

Not necessary. You can sign up for the OKLuz maintenance service without jointly signing up for an electricity supply, and you will receive OKLuz bills that are separate from your electricity bills. However, by signing up for an electricity supply you can benefit from the discounts and rates of our ONE Luz Rate.

How is the OkLuz service billed?

If you are also signed up for an electrical supply with Endesa Energy (EE), the OkLuz service will be billed on the electricity bill, bi-monthly or monthly, according to your billing cycle, or annually. If the customer is not signed up for electricity supply with EE, he/she must expressly indicate one of the two previous payment methods and the service will be billed independently.

What happens if I terminate the electricity contract?

If you cancel an electricity supply contract, whether you have contracted the maintenance service with a joint billing system or the independent billing system, the maintenance contract will continue active until you have expressly requested the cancellation. For joint billing systems, once the electricity contract has been cancelled, you will be billed for the maintenance service separately.

I am signed up for another maintenance service, can I contract Endesa's OKLuz service?

Yes, you can sign up for Endesa's OKLuz service. We recommend that once you have requested contracting of the OKLuz service, you expressly request that your current company cancel the maintenance service that you are signed up for. It is important to keep in mind the time remaining to end the contract year for the maintenance service you are currently signed up for.

How does Endesa Energy oversee process quality?

Our Customer Service Centre will carry out an exhaustive control of repairs made, controlling compliance with quality criteria, as well as the service timelines established in the Operations Manual. It will also carry out random control calls regarding the maintenance operations performed. Lastly, satisfaction surveys are also be carried out, for both maintenance and repairs, in which customers give us excellent ratings, above 8 out of 10.

Frequently Asked Questions

OKLuz