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Coronavirus (COVID-19) – Customer Update

Due to the ongoing Coronavirus (COVID-19) situation, Pulsant has implemented several precautionary procedures that reflect the company’s focus on:

  • The health and safety of our employees, customers and partners
  • The continuity of our services
  • Compliance with government regulations and public health guidance

We have activated our comprehensive business continuity plans with the intent to ensure seamless operations, including provisions for ensuring all data centres remain fully operational and equipped. We are also carefully assessing all planned maintenance activities and deferring any which are deemed non-critical.

In line with government guidance to work from home where possible, all our administration, sales, service and support staff are now remote working and continue to operate as normal. Our data centre staff remain on site but are implementing safe distancing protocols.  We will continue to follow the recommendations of the government and will update our policies and procedures as appropriate, including additional steps for any customers visiting our sites.

A full update on how these measures may impact our customers can be found below:

Data centre access

Currently our data centre sites remain accessible to all customers, however, in line with government recommendations, we encourage visits for essential works only.  Similarly, we will no longer be carrying out Pulsant visits to customer premises for non-essential activities.

Network connectivity service issues and order provisioning

To ensure continuation of service delivery, we have been in communication with all our major telco suppliers to ascertain any impact on operations as a result of COVID-19. To reduce risk and in line with government guidance, telcos will be minimising any work that requires engineers to enter customer premises and limiting this to essential work only.  Prioritisation will be given to those organisations that provide critical or key services to the nation.

This may result in a delay in resolving any network connectivity service issues and order provisioning, and in some cases, might mean that work is unable to be completed at this current time.

Service issues and order provisioning have been categorised and prioritised as follows:

  • Priority 1: Any issues which have a direct impact in the delivery of front-line services, such as the NHS, emergency services or critical network infrastructure, including but not limited to utilities providers, broadcasters and backhaul services.
  • Priority 2: Any issues which have an impact on support for flexible working and self-isolating key workers, for example organisations such as councils, education providers and utilities, as well as key retailers, transport and logistics.
  • Priority 3: Any issues which have an impact on an organisation’s ability to support home working but do not impact key workers or front-line services. These projects will be progressed by exception only.
  • Priority 4: Any other issues that do not have an immediate impact on home working and business operations and do not impact key workers or front-line services. These projects will be progressed by exception only.

Any outstanding issues that fall within priority 3 and 4 categories that are already in progress will be reviewed on a case-by-case basis. If possible to resolve these safely, we will endeavour to do so and customers will be advised accordingly.

To minimise any impact on your business, our sales, service and delivery teams will work closely with customers to manage lead times and discuss any special requirements.

Our commitment to our customers

Whilst we understand these actions may create challenges, the measures are necessary to ensure continuity of critical national infrastructure, while safeguarding the health and welfare of engineers.

We greatly appreciate your understanding and cooperation and are closely monitoring the rapidly developing events.

We will continue to update this page with any significant changes.  If you have additional questions regarding our response to COVID-19 and any impacts on your business, please email us at [email protected].

 

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