Customer Notification: an update from our Support Teams
March 25, 2020
With the unprecedented events in the UK around Covid-19 moving at a pace and the drive for remote working becoming key for the majority of our customers, we wanted to provide you with an update.
Alncom is clearly a critical service provider and as per our previous communications, we have strong contingency plans in place to provide on-going support to our customers.
Support Calls and Tickets
In the last 2 weeks, our support calls and requests have quadrupled and whilst we are adding all available additional resources to our support team, invariably, this does mean that the speed that we can make the requested changes to our customers communication services is hampered and as a result there will be delays.
We understand this will cause some frustration and we do appreciate that every business sees their change requests as important and please be assured we are working through all requests in the order they have been placed whilst giving priority to faults.
We would like to thank you for your patience during busy times and please be assured, that our teams are working very hard to deliver service where we are doing everything we can to get through these requests at the earliest opportunity.
For clarification our key email address and numbers for support are as follows;
Tech Support : – email@example.com / 01665 604816
Customer Site Visits
In line with government guidelines, we have now suspended any non-urgent site visits and increased the number of office based support staff, who are fully qualified to support you remotely.
Should you require a site visit from one of our teams, please support us by letting us know if you are aware of any infection in your area.
If you have any questions or concerns around this email or wish to discuss any aspect of your service please firstname.lastname@example.org.
We are here to help and support your business and will do everything we can to assist you, so if there is anything we can do to provide assistance, please do not hesitate to contact us.