A Message From Accellis Regarding Coronavirus

Accellis Technology Group has been monitoring the circumstances surrounding COVID-19 (coronavirus) that continue to develop each day. We are actively taking the necessary steps to ensure we are well prepared to continue supporting our clients while providing for the safety of our team.

CRITICAL SUPPORT FUNCTIONS: Accellis has developed the systems and procedures necessary to support client technology services entirely remotely if required. Should our team be unable to report to the Accellis office, our support services will continue uninterrupted for as long as it is needed. Our remote access systems are fully functional and offer several paths of redundancy, and we have multiple employees trained in key processes should any specific employee become unable to work.

ON-SITE SUPPORT: In our best effort to comply with all health and safety recommendations, we are suspending all non-essential on-site visits effective Friday, March 13th, 2020, until further notice. In place of on-site visits, we have implemented our Remote Visit program. This program works as follows:

  1. Engineers will be scheduled for Remote Visits just as they are for on-site visits. They are assigned to only one client at a time. 
  2. They will review open tickets with the primary business contact and contact end-users as needed to address their issues.  
  3. They will perform all necessary network health checks and updates. 
  4. At the conclusion of their work, they will recap their work with the primary contact and set the next steps for any open items.  

For this effort be successful, we ask that businesses and users submit all open issues to support@accellis.com so that we can have a complete list of issues we’ll need to address. In the email subject line, be sure to list the person affected and problem. For example, ‘Bob Smith / Printer not working.’ In the body of the message, please indicate additional details, screenshots of error messages (if possible), the best way to contact you, and if there is a specific time you will be available.

If an engineer is required to be on-site, we will review each request to ensure the safety of all parties involved. We are dedicated to continuing excellent service without interruption as we navigate through the current health precautions involving Coronavirus.

We are highly confident that we are prepared to support our clients as usual while we work through this challenging situation. All our usual communication channels, including office phone numbers, employee email, and support email, should continue to function normally.

Please contact us if we can help you navigate these challenges, or if you have any questions about this communication.

Phone: 216.662.3200

Email: solutions@accellis.com

The post Coronavirus And Serving Our Clients appeared first on Accellis Technology Group.