Covid-19 Coronavirus Service Continuity Plan

COVID-19 service continuity plan

Customer Notification: Covid-19 Coronavirus Service Continuity Plan

Dear Customer,

As the government guidelines and global restrictions regarding COVID-19 continue to alter daily, we would like to give you an update on our business continuity plan.

Exactrak has taken a number of measures to protect you from any impact to the service you receive from us and to protect our employees from any additional risk of contracting the virus while at work.

As of today, we now have 93% of our office-based workforce working remotely, including members of our Service Response Team who are ready to take your call, should you need us. This has greatly improved our team resilience and helped to maintain our high level of service to you. Every effort has been made to create awareness around appropriate actions to limit the risks of Coronavirus amongst our workforce, including regular handwashing, work area sanitation and social distancing. All our employees have been requested to follow the government and NHS guidelines on self-isolation if either they, or a person they live with has displayed any Coronavirus symptoms. We have also requested the adherence to the travel advice outlined by the FCO in the UK and the DFA in Ireland for all our employees and contractors and all non-essential business travel has been postponed.

As an Exactrak customer, maintaining our high level of service for you is our primary focus and our engineers are doing all they can to meet your business requirements. Although we are not currently seeing a risk in our performance against our contractual obligations to you, should we be in a situation where our service becomes restricted, we will narrow our technician focus to equipment installations and agreed service repairs.

Our service engineers have been advised to act in guidance with our customer’s own continuity procedures and maintain strong hygiene regimes while on customer sites. We will be contacting you prior to all appointments so you can keep us informed of any new procedures you may have implemented since our last visit.

We have also asked that our engineers are mindful about taking social distancing measures, we ask that you please take this into account when greeting, inducting and registering them on site, as well as in their working environment.

If you have concerns over our engineers attending site, please speak to one of our team members on 0845 246 2778.

Our Customer Support Team are available as usual and along with our approved partners, we will continue to support you with any portal or software related issues as they arise.

We are requesting that where possible, all site meetings with our Account Managers are conducted over video conferencing or telephone call. If face to face visits are required, then we ask that social distancing is maintained and that a minimal number of people attend the meeting.

We continue to monitor our stock levels of both product and spare parts and believe our supply chain to be robust and in our control. We are continuing to review our core stock supplies daily, and should a change in our situation occur, we will be able to notify you again with our updated contingency plan.

As we continue to receive regular government updates regarding the Coronavirus status, we will be working closely with our partners to ensure you are informed of any changes to our business continuity plan. Until then, we will endeavour to provide our usual high level of service and should you have any further queries regarding our support during this time, please do not hesitate to contact us on 0845 246 2778.

Yours sincerely,

Pam Shields
UK Business Unit Manager – Avery Weigh-Tronix

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