We know your business depends on Ultra's ability to provide a reliable, uninterrupted service, so in light of the latest developments around Coronavirus disease (COVID-19), Ultra is making preparations to respond if required and we would like to share with you the measures we are taking to ensure service continuity.
Ultra partly operate within a cloud based environment so many of our staff are already used to working remotely and we are now working to ensure those staff who are normally office based can operate from home if required.
We will be prioritising the critical functions of monitoring and support to minimise the impact on customers of these services. At this stage, the process for customers to log service calls will remain unchanged.
Service Desk – Remote Issues
If we are forced to move the service desk team to home working there will be some changes in how we operate in the background. We will be aiming to minimise the impact to customers at the front end but we will advise of any changes in call logging methods should this occur. Please be aware that our call volumes may be higher than usual so please take this into consideration.
On-Site - Repair Work
We will continue to carry out all necessary on-site repair work until government guidance means this has to pause for the time being. Should this case arise, we will continue to resolve as many issues as possible remotely.
On-Site - Installation Work
We are starting to see delays from major parts suppliers with quoted delivery times increasing significantly. We are also seeing previously quoted delivery dates for orders already placed being pushed back. We will do our best to keep you up to date as and when we are advised of any delays. Please accept our apologies for these delays, but unfortunately this is completely outside of our control.
Staffing of on-site installation works will also remain dependent on government guidance but we will continue to schedule on-site works until the guidance changes. If your internal policies change to restrict visitors to site please advise your Account Manager as soon as possible so we can re-schedule any planned work.
Your Internal Policy
If you move to home working please advise your Account Manager as soon possible so we can ensure our service desk is aware of the change in communication, working methods and any site access restrictions.
Ultra will do its utmost to minimise the disruption to services throughout this period and continue to help keep your business operational. If you need to discuss any in-flight projects or methods to assist in remote working please contact your Account Manager.