Previously we published information about our business continuity strategy in response to the global situation caused by COVID-19, and I wanted to let you know how these plans have progressed.
Many customers and suppliers are either already operating a remote workforce, or at least putting plans in place to do so if and when the time comes to close office locations. In-turn we’re implementing our own remote working structure as of tomorrow, Thursday 18th March, and want to assure you we’ll maintain service levels and resolution times regardless of where our teams are physically located.
- Tomorrow (Thursday) & Friday all desk-based teams will be working remotely.
- From Monday 23rd March onward we will be rotating teams between working from the office and working remotely, on a weekly transitional basis. Wherever physically located our team members will have unrestricted access to all systems meaning we’ll continue to provide the high levels of service you’ve come to expect.
- On-site support and installation appointments for engineers will continue in-line with Government advice. Please click HERE to read the communication update that confirms our policy for on-site visits.
In terms of any change requests you may make, which would relate to changes needed to your systems that fall outside of a break/fix support agreement (i.e. new machine set-ups for remote workers, establishing new VPN connections for your users, changes to the configuration of your telecoms, etc), please bear in-mind our technical team is currently inundated with many of these from other customers, so please do bear with us if you experience any delay in our reaction. As for break/fix support itself, our support team is managing those tickets as normal and upholding all SLA’s for all customers.
We’re on-hand should you require any support when it comes to implementing your own business continuity plans involving tech. Here’re some key things to consider to help bolster your operations in these difficult times:
- Hosted VoIP – work from any internet-connected location on multiple devices to make & take calls as you would normally in the office.
- IP Phone Lines – connect your existing physical telephone system with IP phone lines (known as SIP Trunks) to enable users to work remotely as an extension of that phone system using a desktop softphone and/or an application on their smartphone.
- VPN Tunnelling – configure remote users’ devices (e.g. laptop or PC) to connect remotely to your back office IT systems.
- Microsoft Office 365 & Teams – cloud-based emails, calendaring, Office applications and Teams for collaboration, document sharing, video calling, etc.
- Cloud Backup – do away with your physical backup routine and automate it in the cloud.
- Hardware Supply & Setup – we can supply and configure additional devices (e.g. laptops) for remote/home working requirements.
For information or advice please email firstname.lastname@example.org and a member of the team will react immediately.
We’ll continue to monitor the situation daily, and would like to thank you for your support and patience as we make our own operational changes.
Keep safe & well.