Service Status
Notice to CustomersWe know your business depends on Enlinea’s ability to provide reliable, uninterrupted service, so in light of the recent developments around Coronavirus disease (COVID-19), we would like to share with you measures we are taking to ensure service continuity and challenges that may be faced. You will find our most recent statement regarding COVID-19 on our website and we will endeavour to keep that updated. Our PlanOur top priority is looking after our team which will allow us to maintain a high level of service and in turn allow us to provide the required support to our clients. Our Business Continuity Planning is in place and the business is operational with our team working remotely in most cases. Our offices are still open but only Enlinea personnel will be permitted inside for the time being. Supplier Update and Field VisitsOpenreach have issued the following statement and we will broadly follow much of this in terms of our own field work – but field work will now be limited and taken case by case.https://enlinea.co.uk/wp-content/uploads/2020/03/Update-on-our-coronavirus-planning-17-March-2020.pdfWe would urge caution on making major changes to infrastructure without a careful plan – it is possible that engineers (whether Enlinea or a supplier) will not be able to come on-site to resolve it. If systems are currently functional there is likely a better solution. Cyber SecurityThere are solutions to the IT problems and we would urge clients not to rush to remove layers of protection and expose businesses to a greater risk. Uncertain times are leading to increased activity from threat actors – and the effects could be more devastating. Please alert your teams to be extra cautious. Natural defences are down and everyone is perhaps more likely to do something without thinking – opening an email etc. Support for Your Own Business ContinuityWe will do our best to support clients with any adjustments around their own Business Continuity Planning but please be patient if you do not have a plan or solution in place at present – there will be an element of best efforts and additional costs will be incurred out-with your normal support agreement. We would encourage clients to focus on services most critical to their organisations and to co-ordinate internally to avoid overwhelming our ServiceDesk with unnecessary or low priority requests should the general situation escalate. It is always advisable to use your company-issued computer to perform any work or access any company data or resources. Your personal computer may not have the same level of protection as your company computer and our team cannot support these devices. Taking company PCs home may be an option but obviously this comes with its own disruption and risks. Please note: Because many manufacturing and supply chains are shut down or otherwise disrupted, it may become difficult to procure new computers and other IT equipment in the coming weeks and months. If you have any new hires on the horizon or other IT purchases in mind that we’re not aware of, please let us know so we can have plenty of lead time to order the equipment.Be Aware of COVID-19 Phishing Scams: Avoid clicking on links in unsolicited emails and be wary of email attachments. As always, we remain committed to supporting your business to the best of our abilities and will continue to monitor the situation, providing you with updates appropriately and promptly via our website.If you have any questions, please let us know through normal channels. Support : support@enlinea.co.uk | 0141 285 6677Sales and CS : sales@enlinea.co.uk | 0141 285 6677
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