Covid-192020-03-16T16:30:18+00:00

In view of the rapid Covid-19 pandemic outbreak, we would like to communicate the steps Fonicom has taken to safeguard the safety of our teams, partners and customers whilst ensuring we live up to our commitment of maintaining continuous, dependable and reliable services, even in these tough times.

We have implemented specific steps to limit impact on service delivery as follows:

1. Managed Cloud Services

1.1 Action

  • Remote working – All of our service delivery teams, in all countries where we are present are operating remotely.

1.2 Impact and Risk Exposure Summary

  • We do not envisage any service disruption or elevated risk levels, particularly, due to the fact that our operations are geographically diverse, with service delivery centers in three countries.

2. Managed Services and Systems Integration Services

2.1 Action

  • Remote working – All of our service delivery teams in all countries we are present are operating remotely.
  • Suspended routine on-premise visits and services. Emergency on-premise support requests will be evaluated together with the customer and will be subject to a risk assessment.
  • Remote systems integration delivery services shall not be interrupted, however, on-premise meetings, training and handovers shall be suspended and carried out via video and teleconferencing.

2.2 Impact and Risk Exposure Summary

  • We do not envisage any severe service disruption, however the situation presents a higher risk level due to possible delays in the execution of on-premise service delivery, if required.

3. Data Center Services

3.1 Action

  • Remote working – All team members that are not part of data center infrastructure operations, service provisioning, logistics and remote hands teams are working remotely.
  • Teams that are required on site have been isolated and operate from a modified office layout in order to ensure continuity, particularly in key roles.
  • Access restrictions have been put in place in all halls. Access to halls is limited to one person at a time.
  • All non-essential customer visits to data centers have been suspended until further notice.
  • Dedicated resource teams for managed colocation customers, comprising of more than one engineer shall be operating on a one man team basis, however, we shall be extending working hours on a shift basis.

3.2 Impact and Risk Exposure Summary

  • We do not envisage any severe service disruptions, however the situation presents a higher risk level.
  • Possible delays in execution of remote hands tasks due to the fact that access to each hall is limited to one person at a time.
  • Managed colocation customers may experience delays in execution of tasks, however, operating hours are extended to reduce the impact.
  • Prioritisation shall be based on global severity in the ticket pool. Service requests that are of a non-critical nature may experience delays in execution.

4. Connectivity Services

4.1 Action

  • Network management, monitoring and provisioning teams working remotely.
  • Ongoing communication with our carrier partners to ensure uninterrupted services.

4.2 Impact and Risk Exposure Summary

  • We do not envisage any service disruption or elevated risk levels for existing services.
  • Provisioning of new services such as Enterprise On-Prem internet access, MPLS and leased circuits that require Local Loop Connectivity may experience significant delays although data center connectivity service provision shall remain unaffected.

5. Equipment Supply and Leasing

5.1 Action

  • Working closely with vendors and distribution channels to minimise equipment delivery delays.
  • Engaging multiple logistics partners to ensure multiple delivery channels.
  • Suspending engineer on site SLA, increasing spares inventory for leased equipment and adopting a ship and replace model in order to reduce the need for on-premise visits. Emergency on-premise support will be granted to customers operating mission critical services but will be subject to a risk assessment.
  • Equipment leases in any of our data centers shall not be impacted as Fonicom holds sufficient onsite inventory to meet contractual obligations. However, please refer to point 3.2 relating to remote hands services.

5.2 Impact and Risk Exposure Summary

  • We envisage delays in new equipment deliveries due to reduced vendor side production levels and logistics delays. We strongly suggest that orders for any equipment that may be required in the coming months be placed as early as possible.
  • Equipment lease customers that are on an engineer on site SLA shall be provided with replacement equipment in line with contracts which shall be delivered by one of our logistics partners. Remote support shall be provided to assist with the provisioning of the replacement equipment.

6. Software Engineering

6.1 Action

  • Remote working – All our software engineering teams are working remotely.

6.2 Impact and Risk Exposure Summary

  • We do not envisage any service disruption or elevated risk levels.

7. Management, Administration and Finance

7.1 Action

  • Remote working – All our Management, Administration and Finance teams are working remotely.

7.2 Impact and Risk Exposure Summary

  • We do not envisage any service disruption or elevated risk levels.

We appreciate that this is a difficult and uncertain time for everyone as we watch the pandemic develop throughout the world. However, we would like to take this opportunity to assure you that Fonicom is dedicated to ensuring that we deliver the same level of excellent service to our customers through these tough times.