As we continue to closely monitor the COVID-19 situation developing across the world, we are committed to support your business throughout the course of this pandemic.
We at TERiX working around the clock to ensure we continue to support our customers providing essential services during this most critical time.
We’re quickly & effectively responding to service tickets, parts requests and support needs with minimal or no disruption.
Below is a list of updates and what we’re doing to support our customers:
- 24x7x365 availability of our Response Center, cloud based Ticketing tool helping customers and TERiX team to work with ease from the safety and comfort of home.
- 24x7x365 backline support (L2/L3/SME/On-Call) across the globe.
- Part supply to the customer’s site.
- FE site visits in most of the locations under the guidelines of local authorities & health officials.
1. TERiX BCP POLICY STATEMENT AND ACTIONS
a) TERiX Mission Statement: TERiX is committed to customer service.
“To deliver innovative, flexible information technology service solutions, with a focus on customer satisfaction, second to none”.
b) BCP Policy Statement: TERiX is committed to planning and action.
“TERiX has developed, refined and will continually update a Business Continuity Plan (BCP) for the purposes of minimizing impacts for unplanned events to our business operations. TERiX is a leader in data center service and support, and our duty in service to customers and partners and their mission critical infrastructure, requires the structured and professional approach we have adopted”.
2. What is TERiX’s business plan amid COVID-19?
We have a pandemic plan to determine the best ways to service our clients & ensure the well-being of our constituents. We have taken several measures to ensure the welfare of our employees, while we continue providing service to our clients globally. All of our offices have implemented remote working arrangements to ensure the safety of our employees as well as business continuity for our customers.
3. What service delivery measures has TERiX taken to ensure continuity of service?
TERiX Response Center & Backline Engineering Team operating 24/7 remotely with Primary and on call backup. Our FE Team continues to serve our customers, however any office restrictions imposed by our customers/government organizations could impact their ability to report to a client location & complete activities in a timely manner.
4. Is TERiX logistics impacted?
We are not seeing any material delays in our supply chain. We are closely monitoring our inventory & have all the required parts available for existing annual maintenance contracts, robust TERiX process followed for past 20 years has made the difference. We are also delivering the required parts to the customer’s site. We are strictly following all the health measures and government advisory.
5. What is TERiX assurance to customers during this tough time?
It is important that we communicate our readiness & help our customer’s operations as smoothly as possible. As governments across the world implement measures to control the spread of COVID-19, TERiX is taking a leadership role in responding to the crisis & assisting our clients in the best way possible.
6. What is TERiX’s ability to serve customers with break-fix support?
We are committed to support you in the best way possible. If you are facing immediate business continuity disruptions, we are here to help you tide over the crisis. It’s more important now than ever that we live our core values & deliver the same level of exceptional service that you have come to expect Service second to None.
Please reach out to us with additional questions or concerns. Please take care of yourself.
These are challenging & uncertain times, but we feel confident that as a company & community we will get through this together.