We know all too well the challenges that businesses are currently facing and therefore we’re here to help and we remain dedicated to keeping you connected, productive and secure.
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 and public sector organisations.
We are a UK-based business however some of our vendors ship goods from international locations. Therefore, due to ongoing Covid-19 restrictions and the impact of Brexit, there may be delays on shipping; and this should be taken into consideration for project delivery timelines. We will pass on any relevant communications from our vendors as we receive them if we are notified of any delays.
Due to ongoing and frequently changing government restrictions, Openreach has Matters Beyond Our Reasonable Control (MBORC) provisions in place, with affected services including WLR, LLU, FTTC, FTTP, GFAST & Ethernet Access Direct. This may have an impact on SLAs.
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, Openreach’s MBORC provision might have an impact on our delivery.
Customer site visits
Lockdown restrictions are changing regularly, and we are constantly assessing the impacts of these on both ours and our suppliers’ field engineering teams and we take action to minimise any 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.
Digital Space data centres and site visits
All Digital Space data centre facilities remain fully operational, however we are looking to further protect your employees and ours whilst following government guidelines.
We are working hard to ensure continuity of projects as safely as possible under government guidelines. We implemented measures for all of our staff who can work from home to do so effectively; and 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, adhering to government and social distancing guidelines.
We ask for your co-operation and understanding in these decisions. If you require a site visit, please speak to your account team.
Our teams are embracing the new hybrid way of working that enables them to divide time between the office and home, in line with the requirements of the business. In addition, our comprehensive business continuity plan includes personal hygiene and awareness guidance to our colleagues to ensure their safety at all times.
We appreciate these are challenging times. We will continue to update this page to provide the confidence that we are doing everything we can to support our customers, and we hope you and your colleagues stay healthy and safe.