Exactrak | Covid-19 Service Continuity Plan
Over the last few weeks Exactrak have kept you regularly updated with their responses to the new government guidance and the work they are doing to keep Exactrak fully operational.
They would like to reassure you that Exactrak is continuing to operate as normal, including completing new installations and providing software support.
As the safety of their employees is of paramount importance, several measures are in place across their business to allow them to continue to operate safely. Their aim is to continue to support you with as little disruption to your usual service as possible.
All their office-based workforce are now working remotely, including members of their Service Response Team who are ready to take your call, should you need them. This has greatly improved their team resilience and helped to maintain their high level of service to you. Every effort has been made to create awareness around appropriate actions to limit the risks of Coronavirus amongst their workforce, including regular handwashing, work area sanitation and social distancing. All their 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. They have also requested the adherence to the travel advice outlined by the FCO in the UK and the DFA in Ireland for all their employees and contractors and all non-essential business travel has been postponed.
As an Exactrak customer, maintaining their high level of service is their primary focus and their engineers are doing all they can to meet your business requirements. Although they are not currently seeing a risk in their performance against their contractual obligations to you, should they be in a situation where their service becomes restricted, they will narrow their technician focus to equipment installations and agreed service repairs.
Their service engineers have been advised to act in guidance with their customer’s own continuity procedures and maintain strong hygiene regimes while on customer sites. They will be contacting you prior to all appointments so you can keep them informed of any new procedures you may have implemented since their last visit.
They have also asked that their engineers are mindful about taking social distancing measures, they 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 their engineers attending site, please speak to one of their team members on 0845 246 2778.
Exactrak Customer Support Team are available as usual and along with their approved partners, they will continue to support you with any portal or software related issues as they arise.
They are requesting that where possible, all site meetings with their Account Managers are conducted over video conferencing or telephone call. If face to face visits are required, then they ask that social distancing is maintained and that a minimal number of people attend the meeting.
They continue to monitor their stock levels of both product and spare parts and believe their supply chain to be robust and in their control. They are continuing to review their core stock supplies daily, and should a change in their situation occur, they will be able to notify you again with their updated contingency plan.
As they continue to receive regular government updates regarding the Coronavirus status, they will be working closely with their partners to ensure you are informed of any changes to their business continuity plan. Until then, they will endeavour to provide their usual high level of service and should you have any further queries regarding their support during this time, please do not hesitate to contact Exactrak on 0845 246 2778.
For more information about Exactrak please visit: www.exactrak.co.uk