Dear Optimity Customer,
As you're no doubt aware, most people will be used to Coronavirus emails and updates, but as you’ve raised a ticket with us we’d like to briefly update you on where we are at Optimity.
Whilst there is a great deal of uncertainty and worry about the situation we are keeping our spirits up and learning lots of new ways of engaging as a team whilst we are working from home. What we would like to reassure you of is that we are doing all we can to remain operational for our clients - while taking appropriate steps to protect ourselves and you, our customers and our suppliers by following Government guidelines and using common sense. This means that our Support Desk remains completely operational but that the movements of our engineers in the field are now being substantially restricted. Consequentially, our field engineering team will no longer be attending customer premises and all operations will be undertaken remotely where possible. In the event of a significant issue with our core network, we will evaluate the risks and impact on a case by case basis and provide regular updates at the Service Status area of the Optimity website.
During this time, we would ask that you send emails directly to our support mailbox to avoid unnecessary call volumes which inevitably slows our engineers down. This will help us to navigate your ticket to the appropriate team quickly and help our engineers concentrate on resolving existing issues. We do have an extremely advanced ticketing system so you can be assured your ticket is receiving the attention it needs according to the priority set.
This is will the main priority for us and we have restructured our engineering team temporarily to ensure we have tickets processed most efficiently. We are committed to keeping our customers operational and supporting them through this phase but we do ask all our customers to understand that some tickets are more urgent than others or are raised by crucial public services, and these will be prioritised above all else.
Service Requests: Remote access and phone divert specific jobs.
We appreciate how critical this in during the current climate and have adjusted our team with the majority of our engineering resources dedicated to this to get as many of our clients up and running as quickly as possible. There are multiple variables at play which we do not have control over which we have to work around, These include items such as old home laptops, out of date laptops, home internet connection/router limitations. We are working as quickly as we can but with these variables but may take longer to complete so please bear with us. If adjustments are required on home equipment or equipment that we do not control we will work with best endeavours but may not be able to assist.
These jobs are classified as anything new you would like added or changed to your existing environment. This does not apply to anything business-critical, more rather enhancements or improvements. Typical examples of the jobs that would fall under this bracket, but not limited to are:
Email group changes
New starter setups & new PC builds
Email signature changes
New software/hardware installations
Our response to these requests during these may be longer than you usually expect. Please bear with us, we are working as quickly as we can to process.
Kind regards and stay safe,
The Optimity team