** Last updated 11:02, 28/03/2020

Service Continuity

Following current global events we have put processes in place to ensure our help-desk, commercial and technical personnel are able to operate from home, with immediate notice. Our remote workers have access to all core systems meaning there should be no impact to our service delivery. Scheduled onsite service visits may be impacted but we are continually reviewing this on a case-by-case basis following Government guidelines and will be contacting affected clients in due course. Our core business systems including e-mail, helpdesk/backoffice and telecom systems are all resilient systems designed to be deployed and accessed from any remote location to facilitate continued service delivery.

Where we need to schedule customer meetings or client discussion our policy until further notice we will be to conduct these by telephone or by using collaboration tools such as Microsoft Teams.

IT Support

Demand for IT support and remote working solutions from our existing client base has been exceptionally high. In order to facilitate continued service and support, we would ask that should you require assistance clients follow the below process:

Log all requests by email to support@boxportable.com or log a ticket via our website https://www.boxportable.com/support-request/. There is no requirement to copy in individual support contacts / account contacts to these emails or send duplicate requests as this will delay a response. Your request will be reviewed and prioritised based on severity and SLA entitlement – we are working hard to ensure all service level agreements are met for contracted clients.

We will continue to operate telephone support during normal business hours – but would ask that you restrict this to business-critical incidents to allow us to operate an efficient call back service. You can reach us on our normal office number – 01224 54 54 54.

Please note we understand fully this is a difficult/stressful time for both employers and employees and we are working hard to ensure business continuity and support for all our clients. We continue to adopt a zero-tolerance policy towards employee harassment/verbal abuse and as such reserve the right to decline support/terminate any call during should any personnel be subjected to this.

We will continue to operate during our normal business hours Monday to Friday 08.30 -17.30. Should this need to change – advance notice will be posted online and advised in writing to our clients.

Preventative Measures

All staff have been advised to adhere to best practice guidelines for minimising the transmission of infectious diseases in the workplace as well as being reminded of their responsibilities including notifying management should they display any signs of Coronavirus symptoms – upon which we will implement a period of enforced self-isolation/remote working.  Those staff members in the ‘at-risk’ category are now already operating in self isolation working remotely. We have also advised staff to avoid close contact with both clients and co-workers as well as avoiding handshakes or physical contact.

Client Obligations

You must inform us immediately if any of your staff show symptoms or test positive for COVID-19. We commit to communicate the same to any client that has come into contact with a staff member who is later diagnosed with COVID-19.

Remote Working Solutions

Following the latest UK Government advice regarding Coronavirus (COVID-19) all key workers are strongly urged to stay and home and avoid travel unless absolutely necessary. We can provide a number of home working solutions to facilitate continued access to your IT systems. Please contact us to discuss and plan your requirement.