Message from hSo
hSo implemented our Business Continuity (BC) plans with effect from 18 March 2020.
hSo staff have all been working from home (“WFH”) since 18 March except for a few staff who remain in the office to ensure continuity of service, receive and despatch equipment for installation or repair. Our office staff are working in line with our revised health and safety measures and government advised guidelines.
Management review our business operations on a daily basis to identify any issues and agree remediation plans.
The current status of our operations are as follows:
Circuits – the carriers continue to deliver services according to industry agreed rules. Provision of services for Critical National Infrastructure (including but not limited to central and local government, NHS, food manufacture and retail) continue but with enhanced health and safety procedures. For upgrades on circuits where the bearer has capacity, these will continue without the need to enter customer premises. All other circuit provision will continue as far as the customers premise, the delivery will then be placed on hold until lockdown is removed and the services will be provisioned in the order in which the orders were received by the carrier.
Other services (including but not limited to security, cloud compute, cloud PBX) – where the service can be provisioned remotely continue as normal.
Where customers have closed their offices, orders will be put on hold until lockdown is removed and the services will be provisioned in the order in which the orders were received by hSo.
hSo has seen a significant reduction in faults since lockdown and continues to undertake repairs wherever possible. Where repair requires a visit to customer sites the repair will be prioritised by type e.g. CNI, vulnerable people organisations who do not have other means of communication but with enhanced health and safety procedures.
hSo continues to receive all supplies required from our suppliers although lead times have been longer but this has not impacted on our operations. Management have reviewed lead times and spares holdings and is ordering in advance of historic requirements. hSo maintains stocks of spares for critical core infrastructure and spares for customer premise equipment and has sufficient stocks to remedy faults for over six months; and
Where equipment supply is impacted hSo will prioritise support of in service solutions over new service provision.
Should you have any concerns, please contact Customer Services or your account manager.