Coronvirus Customer Update

Dear Customer,

Following on from the governments most recent advice around “social distancing” and effectively advising organisations to work from home where possible, the Executive Team at Community Action Suffolk has asked all staff to work from home from Monday 23rd March. This will continue until such a time that the national advice changes and that more normal working practices can resume.

What does this mean for me?

As a subscriber or purchaser of IT Services (Broadband, Email, Website Hosting, IT Support etc) from us, this means that the Helpdesk services (telephone, remote, email & onsite) that we provide alongside these products will have to be operated from staff member’s homes.

Will I be adversely affected by this?

IT Services at CAS and it’s parent charity Community Action Suffolk operates IT systems that can be mostly accessed anywhere in the world securely and easily. For most of your experience i.e. remote or email, you shouldn’t notice a difference. Our telephone systems however, are less remotely accessible and this does mean that if you do call us on the normal number, you may just have to leave a message and we will return your call in due course. This is a similar process to how we operate the service over Christmas and we find it works very well for all parties.

Apart from the Helpdesk will anything else be affected?

No, our suppliers that we use to supply services to use should be providing the core IT services as standard. Whether you purchase broadband, website hosting or email services from us, these shouldn’t be affected.

If I have an IT Support service will I still be able to receive an on-site service if required?

To ensure the safety and health of our staff, unless absolutely necessary, we are suspending the on-site service until more normal working practices can resume. If all your IT systems were in-operable and we could not resolve it remotely or over the phone we would look at providing some sort of on-site service providing the health of Community Action Suffolk employees could be guaranteed and those staff are well.

Is there anything I can do?

Over the coming week we will be incredibly busy dealing with a number of Coronvirus related queries. Coupled with that we have staff that are off on annual leave, so if you could bear with us over the next 1-2 weeks we will respond and deal with your queries as quickly and efficiently as we can. The IT Support industry is incredibly busy at the moment across the UK so we are not the only provider experiencing such demand.

Do I need to use different contact details?

No. Contact us using your normal contact details as you would do normally. Our main helpdesk number is 01473 345305 and our main email address is support@suffolkonline.net or you can use specific contact details if you have them.

Your custom is very important to us and we will continue to provide the best service possible in these exceptionally challenging circumstances for us all.

If you do have any queries relating to this email or anything else then please call us on 01473 3453305 or email us at support@suffolkonline.net

Thanks

Matthew Morling