Use-IT COVID-19 Business Continuity Plan

Published on March 13, 2020

Dear Customer

We know your business depends on Use IT’s ability to provide reliable, uninterrupted service, so in light of the recent developments around the Coronavirus disease (COVID-19), we would like to share with you the measures and procedures we are taking to ensure service continuity. We will, of course, be keeping you updated with any changes to this should anything change both from our own perspective but also if our plans change to government advice.

We have made investments in our technology infrastructure and business continuity planning to ensure we can operate all our systems and processes remotely with no interruption to normal service levels. This will ensure we’re able to provide you with seamless service should any of our colleagues need to work remotely (e.g., due to self-isolation, school closures, etc.) or should we decide to close our offices and/or switch to a remote working model.  Over the past two weeks, we have extensively tested our business continuity strategies to confirm we can provide ‘business as usual’ should our entire workforce need to work remotely. In the event of this happening, we would operate as follows:

  • Front-line staff along with our back up staff would have full remote access to our switchboard/calls.
  • Desk phones would revert to soft phones, allowing continuous phone access to our teams, and ensuring all skill groups would continue to work seamlessly.
  • All tools for managing enquiries and helpdesk would be remotely accessed by our teams via laptops.

Over the past 72 hours, we have seen a dramatic increase in ticket numbers surrounding remote working implementations and questions, this has led to slightly longer than usual response times however all efforts are being made to resolve all tickets as quickly as possible. We expect this increase will likely last until at least the early part of next week as more organisations enable remote working. 

We continue to monitor the situation daily and we urge you to reach out to your Account Manager should you have any questions or concerns.

Should you need or want to discuss how we can help you should the need arise to work remotely then please reach out and we will be more than happy to help.

Kind Regards

Pete Jackson

Business Development Manager