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COVID-19: An Update from 4Com Technologies Limited

As the COVID-19 situation continues to evolve, we wanted to reassure you that 4Com Technologies Limited has a comprehensive plan in place to continue with the highest level of availability and to maintain uninterrupted services.

To provide more visibility to our customers, we have listed details below about our plans and how we are executing them, while maintaining the health and safety of our employees. These plans identify our most critical processes and systems during the current challenge. We’ve already put several measures in place to ensure reliable service delivery and effective support to our customers throughout.

Current Status

4Com have deployed an additional 40 engineers to assist in supporting our customers remotely and with their requests to work from home. We are confident this will ensure prompt responses to our customer’ enquiries.

We are continuously reviewing our Business Continuity plan and will advise our customers promptly if there is any risk of service interruption, however, at this stage, we are confident that we will be able to deliver our services without disruption or reduced support capability.

Our Ongoing Commitment to Support

Throughout this current “lockdown” period, we remain committed to supporting the phone systems we provide.  As outlined above, we have deployed additional engineers to this end. 

In order to protect the wellbeing of our team and customers, we will not be conducting on-site support except in extremely exceptional circumstances.  To qualify for a site visit, we must have exhausted all other possibilities to repair the fault(s) in question, including a number of checks for which we will need your help.  These include, but are not limited to:

  • Completing a video call so that an Engineer can fully assess the problem
  • Checking the status lights of hardware such as Routers and Switches
  • Checking cabling is seated correctly and changing if necessary and easily accessible
  • Restarting Hardware such as rebooting a Router
  • Assisting with Network tests from your PC with instruction from an engineer.

When these checks have been completed we will be glad to discuss the next steps with you.

Workforce and Business Continuity

Keeping our operations running is critical. Given our flexible working culture, working from home practices are part of normal business operations at 4Com. We currently use a range of the best technologies including video communication, secure VPNs and other tools to deliver uninterrupted remote working for all employees.

Service Delivery Resilience

We process thousands of transactions every day on behalf of our customers. To deliver maximum uptime, we use public cloud infrastructure and multiple availability zones to deliver our services. This gives us significant flexibility and reliable operational capability.

As an extra precaution, we’ve enacted our Business Continuity plans to ensure core business functions and technology are operational in the event of any potential disruption.

Health and Safety for our Employees and Visitors

Our values guide our operational principles and priorities in any urgent situation. Above all else, we place the highest priority on the welfare of our staff. In addition to remote working, we have implemented several other measures to ensure the health and safety of our team, including limiting non-essential travel, reducing gatherings and improving hygiene in our office, by maintaining sanitation supplies, regular deep-cleaning and encouraging an ‘if in doubt, stay home’ mindset.

We are constantly monitoring advice from Public Health England, the NHS and the UK Government and will act accordingly.