Our Business Continuity Status

We have implemented a range of controls to help mitigate the risk to our staff and customers during the current COVID-19 pandemic. This page provides a high-level overview of our current status and provides any details for our customers about service changes or restrictions.

Update on 01 April 2021: We have continued to operate throughout the recent lockdown period. We remain open for business and we are ready to support you and your organisation. We are continuing to comply with the government’s guidance on managing the risk of COVID-19 and our Field Services and Projects teams are still fully operational and attending customer sites as needed and following guidance on social distancing, PPE, and other COVID-19 controls.

Update on 05 November 2020: With a second national lockdown starting we wanted to remind you that we continue to be open for business and we are ready to support you and your organisation. We are complying with the government’s guidance on managing the risk of COVID-19 and our Field Services and Projects teams are still fully operational and attending customer sites as needed and following guidance on social distancing, PPE, and other COVID-19 controls.

Update on 23 September 2020: We are open for business and ready to support you through this challenging time. We are complying with the government’s guidance on managing the risk of COVID-19 and since early July the Zenzero teams have been working from our COVID-19 Secure offices by implementing a rota so that we can safely control the number of staff we have in any one location. However, given the latest “work from home if you can” guidance our Service Desk, Resolver Groups, Software Development, Sales and Admin teams will now work from home unless they need to be in an office for a specific task. Our Field Services and Projects teams are still fully operational and attending customer sites as needed and following guidance on social distancing, PPE, and other COVID-19 controls. At peak times we may take a bit longer than normal to respond however our teams are continuing to work hard to get to all tickets within a reasonable timeframe.

Update on 01 July 2020: From Monday 06 July our teams will be able to work from our COVID-19 Secure offices as well as from home. We will continue to review our workloads and adjust our service messages and emails accordingly. At peak times we may take a bit longer than normal to respond however our teams are continuing to work hard to get to all tickets within a reasonable timeframe. We are still restricting site visits and all on-site support and project work is subject to government guidance on “COVID-19 Secure” working.

Update on 09 June 2020: We continue to provide our support services at near normal levels. At peak times we may take a bit longer than normal to respond however our teams are working hard to get to all tickets within a reasonable timeframe. We are still restricting site visits and all on-site support and project work is subject to government guidance on “COVID-19 Secure” working.

Update on 12 May 2020: We continue to review our own business continuity plans and given the latest “stay at home as much as possible” and “work from home if you can” guidance most of our teams will continue to work remotely. Our Service Desk, Resolver Groups, Software Development, Sales and Admin teams will continue to work from home and our Field Services and Projects teams will work from home unless they need to be in one of our office locations or need to visit a customer’s site. We are still enforcing social distancing and we will be updating our policies and procedures to ensure we are complying with the government’s guidance on managing the risk of COVID-19.

Update on 21 April 2020: In mid-March we experienced a huge increase in calls, emails and requests into our Service Desk. We implemented a number of measures (detailed in the previous updates) to ensure we were able to meet the demand and focus on our customer’s critical issues. We also asked users to make more use of http://myzenzero.co.uk, especially for service requests and non-urgent issues.

Our teams continue to work remotely and whilst we are still busier than normal we are starting to see support requests return to pre-lockdown levels. Over the next week we will be updating our phone system messages and reviewing our ticketing system priorities as we get back to delivering services within our normal Service Level Agreements.

We are starting to clear the backlog and for older tickets we may contact you to check if requests are still valid as we did see users logging duplicate requests during our busiest times. Thank you again for your patience, we are committed to supporting our customers during these challenging times.

From 24 March 2020: we are implementing further controls: our Service Desk, Resolver Groups and our Admin teams are now working from home. We are continuing to limit non-essential travel to minimize risk and all site visits have been cancelled to protect our staff and our customers. Our Field Services and Project engineers are working tirelessly to help customers with their contingency plans however we are conducting this work remotely.

1. Calls into our Service Desk have increased by over 200% in the last week and whilst we are still answering telephone calls we are asking customers to utilise our service portal at http://myzenzero.co.uk rather than emailing or calling the Service Desk.

This will allow our teams to focus on critical issues and allow us to support the maximum number of businesses and end-users. We are utilising any spare capacity in other teams to help the Service Desk and Resolver Groups with the increased workloads however due to the demand we are having to prioritise work, this means some tickets will not be reviewed or worked on within our normal SLA.

We thank you for your patience and understanding as we deal with an ongoing increase in demand as well changing working patterns.

From 18 March 2020: we are implementing changes to how our teams work. Whilst our offices remain open, we are moving to home working for selected staff and putting additional plans in place to allow the Service Desk and our other support teams to work remotely over the coming weeks. We are doing this to reduce the risk to our staff and to ensure we can continue to provide support services to our customers. At the moment we are still working to our published Service Level Agreements however please note…

1. We are experiencing very high levels of demand and we are having to prioritise work, please be patient and utilize our service portal where possible rather than calling or emailing the Service Desk. You can access the portal here: http://myzenzero.co.uk/

2. Check with your organisation before taking equipment home, it won’t always be possible to get equipment to connect from your home network and there may be better solutions available that reduce security risks, see our resources on contingency planning here: https://www.zenzero.co.uk/contingency

3. We are having to restrict site visits; all non-essential visits will be postponed from today and where possible we will minimise contact with customers. This means we may courier equipment and complete set-ups online or over the phone.

4. Some projects may need to be delayed or re-planned, this is due to both social distancing restrictions and the limited supply of equipment, we will contact customers as required.

We thank you for your patience and understanding during this period of uncertainty, we are committed to supporting our customers through this difficult time.

From 16 March 2020: we are implementing additional controls for our Field Services & Project delivery teams:

1. Where possible we are allocating company vehicles to individuals; this will minimise the risk of cross contamination,

2. Zenzero staff will wear disposable gloves when dealing with customer equipment, this will be enforced when engineers are working at our customer's site and at our offices,

3. Zenzero staff will use hand-sanitiser before and after each customer visit as hand washing isn’t always possible,

4. We will proactively ask customers if they are happy we enter their premises when collecting or dropping off equipment, this will be done at the time the booking is made, however customers are free to agree this with engineers at the time of arrival. This may include agreeing a 'pick-up' or 'drop-off' processes for equipment to minimise person-to-person contact,

5. We would also remind customers that whilst we are taking every precaution at Zenzero to handle devices in a sanitised manner we recommend that after you receive goods or equipment that you wipe them down using an appropriate wipe.

From 11 March 2020: we are minimising unnecessary travel:

1. Where possible we are minimising all unnecessary travel, this includes travel for staff between our various offices as well as meetings with customers and suppliers (including Service Review Meetings).

2. If you have meetings scheduled with Zenzero we will endeavour to conduct these via Microsoft Teams or other conference services – please check Outlook meeting invites for details.

Additional resources:

1. You can see an overview of our pandemic response plan here: https://www.zenzero.co.uk/bcp-pandemic-plan

2. If you are looking for resources relating to remote working you can visit our page here: https://www.zenzero.co.uk/remote-working

3. If you are looking for resources relating to how you can utilise technology to assist in your own Business Continuity Planning please contact your account manager or review our services here https://www.zenzero.co.uk/business-continuity.