17th March

Firstly, we hope that you and your organisation are getting the support you need in the light of the COVID 19 Virus. We’ve always believed it should be a partnership so please do reach out to us if we can advise in any way.

This email is to let you know that it’s business as usual here. Although following the Government’s advice to increase working from home, we’ve encouraged all our staff to do so from today to reduce social contact.

Many of our staff work remotely from time to time and we have the systems and resources in place to do this company-wide. We’re being informed by our suppliers of their business continuity plans and ordering extra stock for our faster moving items to reduce any impact that that could have on our customers. Our projects are continuing with contractors taking the necessary steps to reduce contact.

There is no need for you to do anything different as all our teams have full access to our systems, phones, and to each other to continue providing you with support. Should there be any changes to services, we’ll let you know via the usual channels.

Please continue to email support@nsuk.com or call on 029 200 22 345/333 for Helpdesk support.

As this is unusual and difficult circumstances for many, please do feedback if there is anything, we can do to improve communication during this time with you.

16th March

In light of the obvious concerns over COVID-19, Net Support UK have reviewed our business continuity procedures and wanted to share this with our clients.
While there is currently no foreseen impact to our operation of our services, we wanted to provide some detail regarding our preparedness should the situation change.
Specific to COVID-19, we are providing an outline of key preparedness activities to ensure continued service delivery during this event. The three areas of focus during any situation that challenges normal operations are as follows:
  • Impact to systems – does the event have a potential impact on our systems used to deliver and support our clients?
  • Impact to location – are the locations from which we deliver and support service effected and what is our response?
  • Impact to people – are we prepared should there be impact to the individuals responsible for delivering service to our customers?
While the following provides the high-level efforts in each of these areas, there are significantly more activities that relate to our business continuity efforts that are beyond the scope of this communication. Should you feel these are relevant to your business needs, please email us at support@nsuk.com for a conversation with our Operations Director.
1) Impact to systems – First and foremost there are no known impacts to our services. As our systems are cloud-based, we have the ability to access remotely and all staff have the ability to carry out ‘business as usual’ work remotely.
Our clients should continue to contact the support in the usual way by emailing support@nsuk.com or by calling 029 200 22 333 to speak to the Helpdesk.
Heightened awareness is in place for the following areas:
  • Service scale and operations – One of the benefits of cloud services is the ability to scale dynamically, reallocation of resources between services, and redistribution of load. We have looked to mitigate some supply chain risk by increasing our stock levels.
  • Supporting systems – A general principle of cloud service operations is remote management and administration. We see no effect to our ability to manage the systems used to support clients, and have confirmed adequate capacity for staff to work remotely at scale.
  • External systems – We are working across industry with a focus on networking infrastructure. We are seeing some utilization issues with public ingress / egress to China, but otherwise there are no issues identified.
2) Impact to location – Our services are designed for remote access; however, with the recent news of increasing incidence of COVID-19 we wanted to provide specific details around support of the service should our support staff be constrained to work from home.
Net Support UK employ a security first approach to administering our services. Each engineering resource that is accountable for managing the service has the ability to securely administer the service without direct access to the corporate location.
3) People – Over the years, we have built the business to have a ‘strength in depth’ approach to knowledge of our services amongst the support team so that have the capability of ensuring continued operations with multiple subject matter experts in each discipline.
Employees responsible for managing the service all have access to needed resources to take action from home or the office. Our on-call rotation allows for sustained support should issues arise and ensures that resources are available should individuals fall ill.
While Net Support UK put the safety and well-being of its employees at the forefront, our approach is expected to allow for uninterrupted service operation should the virus spread significantly.
We will make updates should the situation change and communicate by email. Any instant impacts will be communicated via the Helpdesk and our Twitter – @net_savvyops.
Your business continuity plan
Many of our customers are already using cloud services such as Office 365 or have firewalls that can allow access over SSL VPN for secure remote access. However, if you’re not, this may be something to consider to align with your own business continuity plan, should remote working arise. Please get in touch with us if you wish to discuss this further.
Actions you can take:
Follow a similar program to the above ensuring consideration for your systems, people and work locations.
Follow advice from credible resources for Health and Safety of your staff, customers, and the general public:
https://www.gov.uk/government/publications/guidance-to-employers-and-businesses-about-covid-19/covid-19-support-for-businesses
Follow advice for your business operations from credible resources:
https://www.gov.uk/government/publications/business-continuity-planning
We wish you, your colleagues and families safety, wellness and positivity during these challenging times.