Statement in relation to Coronavirus (COVID-19)
Updated 01-06-2020 12:54
Throughout the school closure we have continued to provide remote support, and on-site support for emergencies or for issues affecting multiple users. We are pleased to have seen record numbers of tickets logged by individuals throughout this period and been able to assist quickly and effectively whilst changing our own working practices to allow our workforce to work from home with no impact on the service we provide.
After speaking to many schools we have learned of the implementation of distancing with the introduction of ‘groupings’ and ‘bubbles’. The majority of schools have indicated that remote support, and on-site when required would be more convenient compared to our standard scheduled visits and help facilitate these plans.
As of today, Monday 1 June we will be responding to all requests that require a site visit regardless of the number of affected users. This new On Demand service relies on staff within your schools logging requests so we can identify that a site visit is needed and respond quickly. Secondary schools with a full time engineer will have already agreed a working pattern to facilitate on-site support. We have expanded our service desk capacity ahead of expected increased demand.
We are aiming to respond to all on-site requests within 48 hours, depending on when tickets are received it could be the same day, and of course severity and impact will be taken into consideration. Where possible your normal assigned engineer will attend site, but this may not always be the case to allow us to resolve the reported issue quickly. Safeguarding information, including DBS checks on all our employees can be found at www.eduthing.co.uk/documents
If your school started a contract with us from 1 April, you will receive a visit over the next three days. An email will be sent to the primary named contact with the date and time of this visit.
All engineers have been equipped with face masks, gloves and hand sanitiser and will use them as required.
The majority of our office based staff continue to work from home whilst we implement measures to become COVID secure.
We will continue to listen to the guidance and information given by the government and Public Health England and update customers with any changes to our current service delivery model.
Thank you for your continued support, patience and understanding at this time.