To Our Nutmeg Consulting Business Community,
As we monitor the implications of the coronavirus (COVID-19), the health and safety of our employees and business customers is our top priority. I am reaching out to let you know what we are doing to maintain safety requirements while keeping your business services functioning during this unprecedented event.
The following safety and reliability measures will be implemented immediately:
Employee Support. All of our team members have been given the option to work from home during this event and minimize exposure to the virus - especially those that are in a high-risk population or have family members that are also high risk.
Help Desk Support. Our help desk will continue to remain available during normal hours of operation, Monday through Friday from 9:00 am to 5:00 pm. In order to receive the best response time, continue to submit support requests to firstname.lastname@example.org. Please keep in mind that a lot of companies have chosen to move their staff to work from home. For many users, this will be their first experience working from home. As you can imagine, not everyone’s home environment is exactly the same and our support team will most likely be fielding non-standard calls from users to assist with network and connection issues. Please be patient. This will increase our ticket volume and increase demand for support time from our technicians.
Monitor network and equipment. We know how critical it is for your business to say connected. Our technical team will continue to remotely monitor the status of your network and servers on a daily basis. We will reach out to your primary points of contact to notify you of any potential issues. We will not be scheduling onsite visits for remediation unless all other options have been exhausted. If necessary, we will request for your company’s designated point of contact to remediate the issue over the phone with our technicians. This will reduce travel time for our technicians, which makes them unavailable for technical support and minimizes their potential exposure to COVID-19. We need our technical team to stay healthy and available in order to support you during this event.
Equipment requests. Due to a pre-existing Intel chip shortage and halted production due to COVID-19, equipment is on back order with many suppliers. We will do our best to fulfill new equipment requests but cannot guarantee any new orders for at least 6 to 8 weeks. Also, any equipment that requires initial imaging or re-imaging will be evaluated on a case by case basis since we need to evaluate resource availability and whether it will also require pick-up or installation.
Onsite Support. We will be minimizing our onsite support as much as possible. Hygiene standards for our team members and cleanliness will be a top priority. We are following the latest guidance from the CDC, including specific requirements that if an employee feels unwell, they do not report to work. For our business partners that have dedicated onsite time as part of their managed services agreement, we will be working with you to minimize risk and still meet your business needs if your business headquarters must remain open due the nature of the populations you serve.
We appreciate your patience and understanding as we work with you while navigating challenging circumstances. We will do our best to support your service needs while addressing the health and safety needs for your business and our team.
Russ Cormier, CEO