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Continuity Plan - Covid-19

Continued IT Support: Customer Assurance

Preparing for Change

Update 22nd May 2020

At ICC, we are preparing for change and a new way of working for our future.  We are in the process of introducing new working policies and procedures, which outline safe working practices and social distancing.  If Government guidelines allow, we plan for our remote working employees to be on a phased return from 1st June onwards, with a continued remote working rota.  This will enable ICC to operate at 50% office capacity to facilitate safe working.

As we prepare for the new ‘normal’, we will of course be listening to government advice and guidelines, taking action or making changes, as and when required.

In the meantime, our IT support services remain fully operational and our hardware resource is fully stocked with UK same day or next day delivery available.  European and worldwide deliveries may be slower than normal but continue to be available with minimal restrictions in place.

Let us know if you require any support as we all begin to think about business as usual.  If you would like to set up a Teams or Zoom meeting to discuss your requirements, please do not hesitate to contact us.

Stay Alert – Control the Virus – Save Lives

Update 11th May 2020

After Boris Johnson’s lock-down update on Sunday evening, we would like to update you on ICC’s status, following the new rules that have been set out.

ICC continue to be fully operational with key staff working from our offices whilst ensuring ‘Covid-secure’ practices.  The rest of the team will continue to work remotely and remain contactable through the usual communication channels.

Our engineers will continue to use protective equipment for essential on-site visits, and we reiterate that we are permitted to provide technical and maintenance support to our customers.

Please do get in touch if you have any requirements for hardware or technical support.  We are here to help and support our customers to ensure business-critical IT infrastructures continue to operate.

Following the somewhat confusing message from Boris, it would appear that a great amount of common sense is required of the nation to ensure that social distancing with people outside of their household is still followed.  We must all do our part to ensure the rate of infection (r) remains below one to cut the virus’s ability to spread.

If you do have any concerns or queries, please do not hesitate to contact us on 0333 220 0413.

We are here to support and assist you.

 

Fully Operational IT Support & Services

Update 29th April 2020

Following Boris Johnson’s return to work on Monday, he urged people not to lose patience with the lock-down and his message to continue to stay at home is still very prominent.

At ICC we continue to ensure that all of our staff take the necessary precautions to be able to continue to deliver fundamental functions of IT service and support to customers in a multitude of front-line services, operating safely and within government guidelines.

Raising Service Tickets

Our 24×7 helpdesk support are still operating at full capacity.  ICC are permitted, as an essential services business, to provide technical support and technology infrastructure maintenance.  If an issue cannot be resolved remotely or by parts only supply, on-site support for essential business can be provided.

Requesting Parts

ICC are one of the UK’s largest stockist on most tier one vendors and with five distribution centres we meet customer needs throughout the UK.  Therefore, hardware requirements can be met without delay and within customer SLAs.  We are very proud to announce our SLA rate has not decreased in these uncertain times.

Protection for On-site Visits

If on-site support is required, our experienced field service engineers have authorisation and the necessary documents to be able to provide on-site support and maintenance services.  Our engineers wear masks and gloves to protect themselves and our customers whilst on-site, and practice social distancing.

Value Added Services to Ensure Business Continuity

We can also offer a full range of professional services such as deployment, IMAC, hardware “hot spares”, SLA uplifts, extended warranty support and full Remote Monitoring services from our 24×7 NOC.  Ensuring our partners are kept operational and avoiding any downtime and disruption.  Now more than ever we are working to keep our customers 100% reliable and operational from an IT perspective.

 

IT Support Delivered to Key Services

Update 17th April 2020

Following the Government announcement to extend the lock down for a further 3 weeks, we would like to confirm that our position still remains the same.

ICC continue to be fully operational and available to support our customer’s requirements for technical support and hardware supply.  Our distribution centres are fully stocked which means that we can continue to supply and fulfil customer needs without delay.

Our service delivery statistics have been released for the first quarter of 2020, these demonstrate a high level of first time fix rates across all managed services contracts and quick and efficient response rates.  If you would like to see our infographic and latest statistics update, please follow this link: ICC Customer Service Delivery Statistics – January to March 2020

In the meantime, we are here to support and assist you during these difficult times.

Please do not hesitate to contact us if you have any issues or concerns.

Update 8th April 2020

ICC continue to be fully operational.  We are ready to support customers to aid their business continuity and smooth running of IT infrastructures through these difficult and uncertain times.  Our helpdesk is running as usual, so please raise a ticket for your IT problems or issues you may be experiencing.  We’re here to help and support you!

Just a reminder that we offer support for hardware reaching end of support (EOSL) from the original manufacturer.  If any of your business-critical IT is reaching end of support or end of contract, please get in touch to find out how we can help you.  Benefits of extending support through ICC include significant cost savings, reliable and expert multi-vendor technical support, replacement parts in stock and ready to ship or available for on-site delivery and installation.  If you are unsure of EOSL dates you can check out our multi-vendor library of dates here.  There are some NetApp and Cisco servers and storage that are reaching EOSL at the end of April 2020.

We are also offering emergency spares kits (see details below).

Call us on 0333 220 0413 for any concerns or queries, we are here to assist you.

Continued Service Delivery to Critical Businesses

Update 30th March 2020

Following on from last week’s activity, we would like to confirm that we are still fully operational.  Our offices remain open for our key workers to deliver fundamental functions of IT service and support to business-critical customers.

Parts are still being dispatched from our warehouse and spares locations.  Our engineers are fully operational for support and project work for business-critical needs.  Inventory levels and hot spot areas are being regularly monitored.

New PSL Location in London

Due to the outbreak in London, we have opened another PSL location in Wapping, East London.  This is to ensure engineers can respond quickly and so that the capital has parts availability and support.  This is also to enable partners the option of spares if required in this area.

Update 24th March 2020

Following strict guidelines from the Government yesterday evening, we would like to update you on our current service provision.

We are defined within the key workers category, to service our critical business customers and we are therefore elected to stay open.  We would like to reassure these customers that we will provide continued service and support for as long as we possibly can.

We have the logistical capacity to offer hot spares on site as a parts provisioning IT support business.  We have established a 3-tier contingency plan for our engineering resource (see further details below).

Emergency Spares Kit

To enhance your business critical IT infrastructure during lock down and with the potential issue of you not having spares, we can offer you an emergency spares kit to ensure uptime .  We can remotely review your hardware portfolio and provide an onsite spares kit to keep you operating throughout this unknown and unprecedented period of time. Speak to your account manager to discuss this in more detail. This can be charged as a monthly uplift to your existing contract, or as an ad hoc service.

COVID-19 Business Continuity Plan

Update 20th March 2020

We would like to reassure you that we are taking a proactive approach to protecting our workforce, customers and families during the ongoing COVID-19 pandemic.

A three-tier resource plan has been implemented across all business-critical staff at the ICC Group which consist of: Helpdesk, Workshop Engineers, Logistics and Field Engineers.

In the event of any of these business-critical staff becoming isolated this will fall to a second and then a third-tier resource, ensuring service delivery continuity to meet our contractual obligations.

All engineers are within 1 hour of an ICC stocking location where all regional spares have been reviewed and increased to support potential failures for an extended period.

Independent, remote working will ensure we are still able to service customers within the agreed SLA whilst spares are available in various locations.

We will continue to monitor developments, and we will take appropriate steps which are consistent with the NHS and government recommendations.

We will keep you updated on a regular basis.

Kind regards

 

Leon Wheeler

CEO

Business Continuity Plan

Update 11th March 2020

We would like to provide assurance to our customers that we have the following business continuity plan in place in the event of a Coronavirus outbreak within the business.  We have also issued a statement that applies to all employees at ICC, these preventative measures have been communicated and implemented internally across the company, to limit the potential spread of the virus.

ICC operates out of three offices in different geographical locations throughout the UK along with other PSL’s, these are:

  1. Wetherby (Head Office), West Yorkshire
  2. Castle Donington, East Midlands
  3. Wokingham, South East

Continued Support Plan

We will, as far as possible, achieve business continuity for all our customers through the following key points.  This should allow ICC to operate as normal if any of the above sites are affected:

  • All ICC engineers are based in different locations around the country so are not centrally located.
  • All calls logged can be seen by each engineer in each area as soon as it is reported enabling handover to another engineer if required.
  • We hold over 350k line items of maintenance spares in each ICC location along with other PSL’s enabling 12-18 months supply chain fulfilment.
  • System and data replication is across multiple sites, on multiple hardware platforms, with multiple management structure, so outage is not an option as part of our ISO accreditations.
  • We use cloud based services for our mail and Helpdesk customer support.
  • Internal hygiene advice and procedures have been communicated and implemented throughout the company and locations.

We will endeavour to continue to provide the current level of service that you would expect to receive from ICC.

Business continuity is at the heart of what we do.

If you have any further concerns, please do not hesitate to call us on 0333 220 0413.