Last updated : 14th September 2020

 

Introduction

 

Please read the below, regarding our response to Coronavirus (COVID-19), the measures we have put in place to allow us to continue to provide I.T support and services, and how this may affect you as a Remedy IT Solutions customer.

 

If after reading the below, you have any questions regarding our I.T support, please email us at info@remedyit.com or call us on 01708 935600.

 

For information about Coronavirus directly, please go to the following websites...

 

UK government https://www.gov.uk/coronavirus

NHS https://www.nhs.uk/conditions/coronavirus-covid-19

 

 

Remote Support (including telephone, email and remote-control support) and Cloud Services

 

There are no interruptions or delays in our remote support.

 

All our staff are working from home and have been supplied with the required equipment to allow us to continue to provide uninterrupted services. This includes, but is not limited to…

 

• Answering calls to our main office number as well as our DDI’s to provide telephone support
• Responding to emails sent to our support@remedyit.com and helpdesk@remedyit.com addresses, as well as our own individual emails to provide email support
• Providing regular remote maintenance as usual to contract customer on-site systems via our remote access software
• Continuing administration of customer on-site and cloud-based systems
• Providing individual remote support via taking control of end user devices upon request via our remote login software through our website

 

We use Microsoft Teams to complement our existing systems, which help us maintain levels of internal communications now  our staff are working from home. This assists us on providing the same levels of remote support and maintenance, and cloud services to our customers.

 

Our standard support hours of 9am to 5pm Monday to Friday, and various extended support hours for contract customers continue to remain the same and are not reduced.

 

 

On-site Support

 

We continue to offer on-site support for contract customers, but this is now only after exhausting all forms of remote support. If we are unable to resolve your issue or complete your request remotely, we will contact you to arrange an on-site visit and ask you to read through our Covid-19 Onsite Precautions Guide.

 

We can still provide our on-site offerings for non-contract customers in some cases, but this is evaluated on a case by case basis.

 

Our I.T on-site support policy will be contingent on continuing government advice and restrictions, and subject to change.

 

 

On-site Installations and Project Work

 

We are currently liaising with customers regarding current and booked in, on-site installation and project work as to the best way forward for them.

 

We are happy to discuss with customers any new requirements but are advising they contact us for more information.

 

 

Our Office

 

Our office remains closed to customers until further notice. We are operating a policy of no more than one member of staff in the office at any one time whilst others work from home.

 

 

I.T Meetings and Consultations

 

We are now able to visit your site for meetings or consultations under certain circumstances, but still recommend these are  carried out via telephone or video conferencing.

 

 

I.T Equipment Supply

 

We are still able to supply I.T equipment for our customers and can arrange delivery from our suppliers direct to your location, whether this be your offices or other addresses if you or your staff are working remotely.

 

Although next day delivery is still possible in most cases, we are advising customers of a 1 to 3 day lead time on the majority of equipment. We are unfortunately no longer able to offer guaranteed pre-noon deliveries, until further notice.

 

 

What if you or your staff need the ability to work from home?

 

If you need the ability to work from home, please contact us as we can supply, configure and implement devices, and services to allow you to access your company systems, data and email from any remote location.