Covid 19 Statement

13 March 2020                                                                                              

Covid-19 [Coronavirus] has just been declared a pandemic and the UK Government and health authorities are expecting a surge in cases of Coronavirus.  Major disruption to businesses is predicted.  We would like to reassure all customers that we do have robust a business continuity policy and have been working on specific contingency plans to cover a variety of scenarios.

A fair proportion of our staff already work from home during a normal working week, we are ensuring all staff can work from home and issuing equipment to those that need it.  Product development and testing, company finance, data migration and IT monitoring and maintenance will not be disrupted by self-isolation of staff or by mandatory home working.  As a company we use cloud communication tools for messaging and video conferencing extensively so do not envisage any breakdown in communications.

In the event that government guidance suggests restricting business travel, our sales and training teams will, if appropriate, honour any existing commitments but will not be booking further on-site visits.  Product training and demonstrations can be delivered online and this will be the default in this situation.  We already deliver a large number of on-line sessions so this is established technology and practice.

Customer support will continue, but our telephone service may be restricted or suspended if our support team are badly affected by the outbreak.  In this case email support will continue as normal as will our Team Support ticketing system and support staff will be able to call back if required.  Direct dial numbers to key staff will forward to their mobile/home phones.

We do not envisage any disruption to or break in service of our hosting facilities so customers using our hosting service will be able to access PICS from anywhere, however isolated they are.

Customers with on premise installations should make continuity plans to ensure

  • Staff can access PICS from home ( if you are unable to arrange this you may wish to consider a move to hosting, please contact sales@pellcomp.co.uk)
  • More than one person is able to run and submit ILR exports
  • Staff are familiar with recording breaks in learning

In emergency situations, we can provide assistance or managed services to our customers around ILR claim processes to cover illnesses

We hope all of our customers will stay safe over the coming weeks and accept that in extreme circumstances we will be working hard to ensure our service remains available and responsive.

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