COVID-19 Coronavirus Statement
Last update: 19th May 2020.
We have contingency plans in place to deal with the effects of the COVID-19 coronavirus. Here is our current advice to customers. Now that the situation has stabilised amongst our client base, we are making advance preparations for the phase after the current lock-down.
We are running remotely-delivered courses. Our Exeter classrooms are closed until further notice.
We have increased interest in self-study from home. Some courses can be run on an 'attend from anywhere' basis. We have a roster of trainers and courses - right now please contact us with your requirements for technical, business skills and Microsoft Office training and we'll work to match you up with a trainer with a remote delivery mechanism.
Our exam centre is closed until further notice.
All seminars are now run as webinars.
Check our events page for latest listings of free educational events, covering Microsoft Office 365, Microsoft Teams, telephony/communications, SharePoint and more.
Today, our projects team are remote working, but otherwise operating normally.
We are busy with client work. We will conduct as much project work as possible on a remote basis. We will discuss with you the impact and mitigation on a case-by-case basis. Project meetings can still be conducted using phone conferencing or video conferencing.
IT Support Services
Today, the Nexus support operation is fully-resourced.
Our helpdesk daily ticket count is back to normal levels, although even at its recent peak, our time to resolve tickets did not degrade. All our front line support staff are remote-working. It's still easy to get in touch, our usual phone numbers and email addresses will work as normal. Support services will be delivered in full. (See how below.)
Account review meetings can still be conducted using phone conferencing or video conferencing.
IT Equipment Supply
Today, our procurement supply chain is operating, but with persistent shortages.
Home-working items (laptops, headsets, webcams) are selling out. Couriers are avoiding person-to-person contact on delivery of goods.
We have good relationships with the wholesale distributors we use, so contact us for availability information on goods. On some server/networking/hardware lines, supply is now usual, but demand is elevated. Orders are usually fulfilled earliest first.
RESPONSE AND policy statementS for our customers
- The management exec team and the HR officer track the latest COVID-19 information, agree procedures, and implement them. We have a specific COVID-19 management plan and a COVID-19 extended homeworking plan, which receive regular updates.
- The risk of staff illness and contagion is mitigated by increased hygiene whilst in the office (and through isolation when we’re not), a flexible team, and our live overview of our prioritised workload.
- We had already mitigated our dependence on attending the office by using primarily cloud-based systems. We have completed and implemented a plan which allows up to 100% of our staff to work remotely from the office. Almost all are currently doing so. We have business continuity across our operations from sales to service delivery to accounting. We expect to perform near-normal service for routine remote support and remote project work.
- Our office-based systems are connected to the outside via multiple independent internet connections.
- All our usual contact methods will apply seamlessly to remote workers. We can host internal and client web conferences using Microsoft Teams.
- The isolating effects of remote working will be mitigated through text, voice and video communication through Microsoft Teams, and file collaboration with SharePoint.
- When remote working, for security we use single sign-on with two-factor authentication for the majority of our cloud applications. We use device management systems which mandate minimum security requirements for signed-in computers, such as encrypted operating system drives. We use further profiling, filtering and tracking tools to proactively mitigate various cyber-security risks.
- If person-to-person contact is restricted by government disease control policy, then site visits to clients will be stopped or require special measures. So, on-site support and on-site project work could be limited beyond our control.
- If the spread of the virus is too fast, there may be a period when a significant part of our workforce is ill simultaneously. In this event, we anticipate there will probably be a corresponding reduction in routine support requests from our support clients. We anticipate that the projects team may have a reduced workload in a mass isolation situation, and could therefore assist on our service desk support ticket workload.
- Our ticketing system gives each support request a priority, and so our resources will be directed to the most critical tickets first. Multiple subject-expert staff would have to be ill simultaneously in order to seriously limit our capability to resolve a specialised support ticket. We hope this situation doesn’t arise, but would consider it a force majeure event.
If you have further specific questions, please ask your account manager.