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COVID-19 – Customer Update

By pulsant admin

Coronavirus (Covid-19) – Customer Update

Due to the ongoing Coronavirus (Covid-19) situation, we have made some changes to our usual operational procedures that reflect our continued 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 remain focused on ensuring seamless operations and that all data centres continue to be fully operational and equipped. Planned maintenance activities continues to be assessed on a case-by-case basis and any work deemed non-critical deferred where required.

Many of our administration, sales, service and support staff are still remote working and continue to operate as normal. However, our data centre staff remain on site and are following safe distancing protocols. We will continue to monitor and follow government recommendations and update our policies and procedures as appropriate, including any changes for customers visiting our sites.

A full update on the possible impact of these measures on our customers can be found below:

Data centre access

Our data centre sites continue to remain accessible to all customers, however, in line with government recommendations, we continue to encourage visits for essential works only.  Access will be granted on an appointment only basis, with only one customer allowed on site at any one time, therefore we ask you to make your visit as short as possible.

 

Pulsant staff will continue to limit visits to customer premises, conducting all work remotely wherever possible until further notice. Only essential activities will be conducted on site, with safe practices followed.

 

Network connectivity service issues and order provisioning

To ensure continuation of service delivery, we continue to remain in regular communication with all our major telco suppliers to ascertain any impact on operations as a result of Covid-19. We continue to minimise any work requiring engineers to enter customer premises, limiting this to essential work only with prioritisation given to those organisations that provide critical or key services to the nation. Any engineers that do need to visit premises will wear appropriate PPE and follow safe practices on site.

The changes to operations, combine with stronger than expected demand, may mean customers may experience a delay in resolving any network connectivity service issues and order provisioning.  Suppliers are continuing to work to bring normal levels of service.

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

 

Our commitment to our customers

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

We greatly appreciate your understanding and cooperation and will continue to monitor the situation and make changes to operations as appropriate. For more information, please find a full copy of our risk assessment document here.

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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