COVID-19 - Support during Lockdown - January 2021

11 January, 2021 · 1 minute to read

With the UK again in lockdown and Schools delivering services online primarily, I wanted to advise how our team are approaching the situation - particularly related to our Support Services.

We are committed to keep providing our support services for our customers and are working very hard to support the increase in support requests. In the last week alone, we’ve seen almost triple our usual number of cases. 
We have taken these steps and will continue to evaluate the situation as it evolves:

  • As a remote-based organisation, all our employees are already home workers and so there will be no change to our normal method of working. Our day to day work is using Cloud solutions such as Microsoft Teams, Office 365, and Azure and will continue as normal.
  • The team will respond to all received cases the same business day (received up until 5.30pm GMT), though in some cases, this may not be until towards the end of the business day.
  • Our team are working flexibly between our different departments in order to ensure that as many people as possible are available to support our existing customers, while maintaining our ability to complete new installations.
  • We are prioritising any reported issues over changes and new functionality, to try to ensure those in most need are supported in a timely manner.

We are still resolving the vast majority of the support cases received the same day, but some delays are inevitable.

Where we know we are not going to be able to complete work for you in a timescale, our team will communicate this with you with a plan.
We will continue to review our processes as the situation evolves.

Please feel free to reach out to me with any questions or concerns.

Stuart Wilkie headshot

Written by Stuart Wilkie

Support Coordinator

Stuart has been with SalamanderSoft since September 2014 having previously worked as an IT Manager in a number of Schools in the South West for almost 10 years. As Support Coordinator, Stuart brings this experience to leading the team delivering our Service and Support - aiming to continue to meet the needs and challenges our customers face; focusing on customer satisfaction. Outside of work, Stuart enjoys family time with his wife and daughter often either at the theatre or being keen National Trust members - exploring the South West countryside and stately homes.

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