Coronavirus (COVID-19) Statements

25th March 2020

Yesterday was the first full day of the ‘working from home phase’ of the Quiss coronavirus response.

All staff who are able to work from home are set up to do so, and others are in the office on a rota basis.

Some of you may have experienced some voice quality issues with calls yesterday.  It became apparent during the morning, that several UK comms providers were experiencing local issues, with BT identifying and fixing an issue at our local exchange.

In light of this, we decided that we needed to act in order to add further resiliency into the way we receive and make calls.  A decision was made to build a second VPN solution which we have connected to an alternate line from our building. This has given us a dedicated route to handle and manage calls.

This solution been operational since last night and we are continuing to monitor so that we make sure that calls are of the quality that should be expected.  From our feedback this morning, the call quality has been dramatically improved, hopefully that has been your experience.

As per our other communications:

If you require a remote access set-up please email the remote access email account and a scheduled call back will be allocated – the team will scheduling as soon as possible this morning.

Our open calls remain high and our staff are working extremely hard to support all our clients’ needs, but can we ask again that if your request is not urgent, please email the service desk on the usual email – this email is constantly monitored and requests logged ready for support.

Once again, we would like to thank you for all your support during this period and hope that you are doing well during this period of lockdown.

As always stay safe.

 

24th March 2020

As we are all aware as of 8.30 last night the UK is now on lock-down (kind of).

Quiss has now instigated the next phase of our coronavirus plan.

As of today, all Quiss staff will be working remotely, all our staff have access to technology and telecommunications equipment to support you, this will be the way that we operate until we are told otherwise by the UK Government.

As per previous emails we are receiving an unprecedented volume of calls to the Quiss helpdesk. We would ask you please only call the helpdesk if you have an absolute priority – as we are receiving a significant number of ‘how-to’ calls that in normal times we would naturally support – but we are now prioritising urgent calls only.

If you require a remote access set-up please email the remote access email address and a scheduled call back will be allocated – the team will scheduling as soon as possible this morning.

We will endeavour to fulfil equipment orders already placed, but any additional orders may have to be delivered straight to the final destination with remote setup attempted.

There is tremendous strain on the UK’s SIP telephone infrastructure at present that is affecting the ability to make or the quality of these types of calls. If you experience difficulties please email your incident to us

Our staff are working extremely hard to support all our clients’ needs but can we ask again that if you have not got an urgent request can you email the service desk email address this email is constantly monitored and requests logged ready for support.

If you have been reading our communications, you will know that Quiss has been working on the fact that sooner or later the country would be in temporary lockdown – the plan that we created means that we as a business are fully prepared for this.

We would like to thank you for your continued support and wish everyone of you and your families the very best in the coming weeks and thanks for your patience.

Stay safe.

 

Week Commencing 9th March 2020

As we are all aware, there is significant concern around the Coronavirus (COVID-19) and its effect on normal business operations.

Quiss Technology is taking this issue extremely seriously, treating it as a significant potential business continuity scenario for our business. We want to confirm to all our clients that our business continuity solutions are robust and accordingly we would like to highlight the key elements below:

Customer Support

The Quiss Helpdesk and wider support team have a tried and tested contingency plan in place should the need to work from home arise. This group home working scenario is tested at least annually to ensure we can access all major applications and communicate both internally and externally in the necessary manner. The last test was carried out 27th November 2019.

Telephone System: We have two methods in which our corporate telephone system can be used from home they are the following:

  • Mobile App
  • Desktop Plugin

This means that if we need to send staff home that all calls will be automatically routed to the call groups using the stated technology

Business applications: Our support teams have facilities to remotely access our server infrastructure via a secure VPN connection, in order to work from home with their usual desktop applications, as they would normally do from the office.

In addition, we have further backup access methods to our key applications via direct web URL’s. These include:

  • Our Service Management system
  • Our remote working tool
  • Our email application

Project Teams: The Quiss project teams are all supplied with laptops and the ability to access all appropriate applications remotely. Communication with project personnel will continue as normal utilising their mobile phones.

Other Quiss Departments: All other members of the Quiss team also have remote access to their required solutions.

Rest assured that that if we are prevented from working from one of our office locations, business can continue through remote working.

Finally, we are proactively looking into our customer environments so that you know your position in the event that you need to invoke a significant home working policy. As you can appreciate each client may have their own individual requirements so we are here to support you through what could be a very testing time.