Coronavirus Pandemic Policy

Updated 25/03/2020

In these uncertain times you will be relying on technology more than ever to perform a lot of day to day tasks.

We want to assure you that we have rigorous business continuity procedures in place and these are working well.

At this difficult time we have decided to continue with expanding our services to our clients. Here is what we have done and what we are planning to do.

Changes to working practices

All of our remote services are available as usual. Our helpdesk teams and consultants are available online to help our customers. We are all working from home and ready to serve you via phone/email or video chat. We are not providing on-site services as usual at this time.

All sales, marketing and supplier calls are being made using telephone/video conferencing.

Over the last few days, our technical team have been working with an unpredictable call volume and at peak times running at almost 100% capacity. Whilst our response times were a little longer than usual we’ve made sure our clients we setup to work remotely. We really appreciated your understanding and co-operation during this time.

We have seen the number of calls almost return to normal now.

Supply of IT Equipment

We have multiple sources for equipment and available stock can be shipped direct to you.

All of our main suppliers logistic centres in the region are open and functioning: Maximum health and safety guidelines are in place, including physical separation of staff and drivers, and temperature checks for all visitors to our facilities, among other practices.

Mitigation of stock and delivery concerns: We are working with our vendors and freight partners to accommodate potential disruptions. In specific relation to deliveries, we are finding that in some cases the premises indicated for delivery are closed. We would be very grateful if you could inform your Knibbs account manager in advance if your facilities are not open.

If you have chosen us to setup your equipment call us to arrange remote setup for you.

Additional Resources Deployed

We have contracted in additional helpdesk engineers to cover our contracted support customers and increased the availability of these resources to 24 hours a day, 7 days a week, 365 days of the year to help out remotely with any issues our contracted support customers have.

With these additional resources we are still working with an unpredictable call volume at the moment so we do have times where response times are a little longer than usual. We appreciate your understanding and co-operation during this time.

We have also extended our switchboard opening hours to match this and any sales enquiries will be handled as soon as someone is available. You can also book an appointment with our account managers at https://knibbs.link/haveachat

Additional Resources Planned

We are actively looking at additional methods and resources to serve our clients such as online chat from our websites – we’ll post updates here.

Covid-19 Declaration