COVID-19 statement

7th August 2020

 

Redcentric continue to closely monitor the situation with regards to the outbreak of the Coronavirus (COVID-19). This includes close attention to the latest guidance from the WHO as well as from government authorities.

We continue to have our business continuity plan invoked and our revised working arrangements remain in place, we will continue to follow this until we see any significant changes in the current situation.

Our top priority is the welfare of our employees, as well as maintaining a high level of service and stability for our customers.

The measures we continue to take:

 

Our People – UK and India

    • All employees who are able to work from home, are doing so – this includes both our UK and India operations.
    • Calls in to our service management centre continue to be answered both in and outside of the UK, our UK staff continue to have access to DR packs containing mobile phones to allow call handling remotely.
    • We are maintaining regular communication to employees reiterating public health guidance including self-isolation guidelines.
    • Additional hygiene measures remain in place in offices, for example, hand sanitiser, wipes and as a precautionary measure, deep cleaning activities across all sites.
    • Office equipment, desk spacing and signage are all being updated in line with government guidelines.
    • A ban on all work related international travel and restrictions on all non-essential work travel remains in place for the foreseeable future.
    • Strict controls around customer and visitor access to sites remains in place.
    • In advance of our employees returning to work, please see the attached COVID-19 Risk Assessment which has been put together in accordance with government advice.

 

External Visitors

  • Any non-essential supplier visits to our sites remain on hold.
  • Customer visits to our data centres continue to be actioned as below:
    • All customer automatic access passes remain temporarily suspended.
    • Any customer requiring access into a Redcentric Data Centre will need to raise an access request with our Support team detailing reasoning for an onsite visit.
    • Where possible, Redcentric shall offer Hands and Eyes assistance to alleviate the need for an onsite visit.

 

Our Services

  • As an ISO22301 Business Continuity certified company, Redcentric operates effective business continuity management to restore and deliver key services in the event of a critical incident, including lack of site access through localised virus outbreak right up to a pandemic.
  • Being a key supplier of your products and/or services, we are monitoring the progress of the virus and the news being released from the CMO Chief Medical Officer, ensuring communications are sent to all of our client base and the Redcentric Business Continuity Planning Team.

 

Our Suppliers

  • Redcentric’s supplier management process ensures that risk assessments have already been carried out with regards to our supply chain arrangements and their resilience. We also maintain a diverse range of suppliers and ensure healthy stock levels of physical equipment, without reliance on any single geographical supply.
  • From Monday 22nd June, BT Openreach have further amended their field engineering policy to reflect government guidance:
    • For circuit provisioning
      • BT Openreach engineering will attempt to provide the service by working external to the premises.
      • If unable to provide externally, the engineer will attend if the customer is a Critical Network Infrastructure (CNI), Welfare or deemed a COVID-19 ‘at risk’ customer, once risk assessment is completed and satisfied.
      • If these categories are not applicable to the end customer, the engineering appointment will be scheduled for a later date – currently this has a lead time of 21 days.
    • For circuit repairs:
      • BT Openreach engineering will attempt to repair the service by working in the network, external to the end customer premises.
      • If unable to fix the fault externally AND the circuit is experiencing a Total Loss of Service (TLOS), the engineer will attend if the customer if the customer is a Critical Network Infrastructure (CHI), Welfare or deemed a COVID-19 ‘at risk’ customer, once risk assessment is completed and satisfied.
      • If these categories are not applicable to the end customer and / or the fault is not TLOS, the engineer will not attend the premises and the Redcentric ticket placed on hold.
  • The table below shows how BT Openreach have defined these three categories:

 

 Category Definition
 Critical Network Infrastructure
  • NHS
  • Pharmaceuticals
  • Utility providers
  • Emergency Services
  • Retail and Wholesale food distribution outlets
  • Financial services
  • Any other as defined on gov.org

 

 Welfare
  • A welfare defined current connection.
  • The end customer has NO working telephony and / or Broadband service.
  • The end customer does not have access to a mobile phone.
 COVID-19 ‘at risk’
  • The customer meets the Public Health England criteria for ‘Covid Extremely Vulnerable’
  • The end customer has NO working telephony and / or Broadband service.
  • The end customer does not have access to a mobile phone.

 

In light of the new guidelines issued by the Government, BT have made some changes to their processes to make sure customers and engineers remain safe in instances where entry to the premises is required.

Ahead of any BT visit, customers are politely requested to perform the following three simple steps in advance of the visit:

  • Clear a path to the main telephone socket on site, if you know its location.
  • Wipe down any surfaces around the socket, or that the engineers may come into contact with.
  • Open any windows or doors, if possible, where the engineer will likely have to work.

On the day of the visit, customers will also need to be aware of the following:

  • Upon arrival, the engineer will ask a number of screening questions to identify if any circumstances have changed.
  • The visiting engineer may wear a mask and / or gloves upon entry to the premises.
  • Where possible, please keep 2 metres social distancing from the engineer, if possible moving to a different room whilst work takes place.
  • Once the engineer has finished working, he / she will wipe down any surface they have touched before they leave the premises.

Our customers

  • In light of the new guidelines issued by the Government, Redcentric have reviewed the proactive alerting process to consider customer sites where closure has taken place. Any site which remains closed due to Covid-19 restrictions will be actioned as below:
    • Line testing, remote diagnostics and remote reloads where possible will continue to be actioned by the Redcentric Support teams in an effort to restore service.
    • If a circuit remains down or with issue, and site closure has been confirmed, this will now be placed on hold and triage will resume upon re-open.

Communication

  • These plans, plus any other pertinent information regarding changes to the situation will be updated on a regular basis.

 

Should you have any questions please contact your account managers and service delivery managers directly.


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