COVID 19 – Business Continuity Planning
We know your business depends on ActionPoint’s ability to provide reliable, uninterrupted service, so in light of the recent developments around Coronavirus (COVID-19), we would like to share with you the measures we are taking to ensure service continuity.
Below, we have detailed specific service elements within our business continuity plan.
HelpDesk and Enterprise Support Desk
Both HelpDesk and Enterprise Support Desk teams are equipped to work remotely so in the event of an office shutdown, all support services will continue as normal. Our phone system and ticketing system (Connectwise) are all cloud based and can be accessed remotely.
Service will continue as normal for both HelpDesk and Enterprise Support Desk customers. You can contact ActionPoint through firstname.lastname@example.org or on +353 061 337632.
For our UK customers, the same applies regarding service and you can contact Support through email@example.com or +44 (0) 2892 528 528.
Normal hours of service will continue. Client meetings will continue as normal. All Project Managers, Account Managers and team members can be accessed via email, by phone and/or Microsoft Teams (or your collaboration platform of choice) as normal.
Out of Hours Agreements
For those customers who have out of hours agreements, this service will continue as normal however, any on-site work will be dealt with on a case by case basis.
Scheduled Project Work
Work that can be completed remotely will go ahead as planned. If there is a requirement for onsite presence, we will work with our customers on a case by case basis.
All Preventative Maintenance work will carried out remotely to ensure the continued maintenance of customer’s environments is sustained.
Software Development Projects
Our Software Development teams are all equipped to work remotely and trial remote working scenarios have been tested this week with very positive results reported.
Client meetings will continue as normal. All Project Managers, Account Managers and team members can be accessed via email, by phone, Microsoft Teams (or your collaboration platform of choice) as normal.
As with HelpDesk and Enterprise Support Desk, our Software Support team will be able to respond to all support tickets as normal. Both our phone system and ticketing system (ConnectWise) are cloud-based meaning minimal disruption is expected during any shutdown at ActionPoint offices. Support hours continue as normal.
The Accounts team will continue to work as normal and will respond to queries through phone and email.
Our Support team are experiencing a large volume of calls during this time so we hope that any inquiries relating to COVID-19 are answered by the above email and associated Business Continuity Plan.
Hoping you and your family remain safe during this difficult time.