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COVID-19 update

The government advice around COVID-19 is fast developing so we’d like to proactively advise you of any changes to Timico as further announcements change the way we work.

Government help updateThe UK Government announced on 23 March 2020 that the single most important action we can all take in fighting coronavirus, is to stay at home in order to protect the NHS and save lives. As we are sure you are aware, further restrictions were implemented requiring all those who can stay at home to do so.

In earlier announcements, business categories with UK key workers were identified, and Timico was included in that category. As a supplier of connectivity, voice, cyber security, cloud and hosting and IT managed services to our customers, we continue to provide critical business infrastructure to many businesses (including in the healthcare and public sector).

Whilst our ability to support our customers has been strengthened by the inclusion in this category, we need to take further measures internally to protect the wellbeing of our people and to ensure business continuity.

All possible measures here at Timico have been taken to enable our colleagues who can work from home to do so, as per the guidance issued by the government. We have a successful business continuity plan in action, so our customers can concentrate on other business priorities. Our key workers are supported with contingency plans in place and daily guidance and support.

Openreach MBORC

Please note that due to the extensive government restrictions, Openreach have announced that they will be declaring a Matters Beyond Our Reasonable Control (MBORC) for provision, repair, missed appointments and the availability of appointments on a national basis. The affected services include WLR, LLU, FTTC, FTTP, GFAST & Ethernet Access Direct. This declaration came into effect from midnight on 24 March and may have an impact on SLAs.

Service Delivery

Our service delivery is mainly in the UK, with some offshore delivery for specific customer requirements. This capability is geographically dispersed, which reduces the risk of a service-impacting outbreak. However, the changes outlined in the 24 March Openreach announcement will have an impact on our delivery, with more details below.

Customer site visits

We will continue to re-assess the impacts on both ours and our suppliers’ field engineering teams and we will take action to minimise impact on service. At this time, if there is a critical service requirement at a site that is within an essential business category, and facilities are still accessible, we will prioritise these service requirements. Currently, we are prioritising critical maintenance and fault resolution over new implementations.

Our engineers will attend site, as will our suppliers, and we will be asking our customers and our engineers to observe the social distancing and hygiene guidelines that the government has published. We request that all of our customers work with our engineers to ensure that we do our part to prioritise the operation of the UK’s critical services and support social distancing to protect our people and the NHS.

Timico data centres and site visits

All Timico data centre facilities remain fully operational, however we are looking to further protect your employees and ours whilst following government guidelines. In order to do so and minimise the risk of operational impact, we ask that customers adhere to temporary guidelines outlined here, with regards to access to our data centre.

Timico data centres and site visits - temporary guidelines

Project work

We are working hard to ensure that your projects continue and all remote work will be progressed as normal, wherever possible. We have implemented measures for all of our staff who can work from home to do so effectively; and have provided guidance to our field and site engineers to ensure they remain safe if they need to visit customer sites or data centres. We will continue visits as needed where site visits are required for customers that are providing essential services at this time, however if you have a scheduled site visit and you do not currently sit within the category of critical businesses as provided by the government, we may need to postpone these until restrictions are lifted. We ask for your co-operation and understanding in these decisions.

Business Continuity

Our comprehensive business continuity plan includes additional personal hygiene and awareness guidance to our colleagues. Our teams are embracing the new way of working, and although our offices remain open for critical staff, most meetings are being held virtually. We welcome the opportunity to connect with you and your teams by teleconference or video conference at this time.

We appreciate these are challenging times and these restrictions will have implications across your businesses. We will continue to update this page to provide the confidence that we are doing everything we can to support our customers at this critical time, and we hope you and your colleagues stay healthy and safe.

For updates from authorities, please visit the links provided below:
https://www.gov.uk/government/topical-events/coronavirus-covid-19-uk-government-response
https://www.who.int/emergencies/diseases/novel-coronavirus-2019

Timico

We deliver Connectivity, UC&C, Cloud & Hosting, Security and IT Managed Service Solutions to our customers, through Service Operations based in Newark, Winnersh, Telford and London.

Mar 25, 2020

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