Updated 1st April 2020

Business as Usual!

I am pleased to say that we now have all our clients working remotely who require it. All heldpesk services have returned to business as usual. The Orbits IT Team are all working from home but able to provide a full remote support service. On site visits are only for critical issues and where the safety of our staff and clients can be guaranteed.

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Whilst we all try to get through the current Covid-19 Pandemic, service is continuing as close to normal as we can make it but there are a few important points for clients to note –

Updated 24th March 2020

Site visits suspended

Following the new government advice and the lockdown of all non essential movement, we will not be conducting any onsite work for the foreseeable future. We are continuing to offer support remotely and hope to return to normal service just as soon as we can.

Our phone lines are still closed and support requests must come through the email via helpdesk@orbitsit.co.uk I appreciate this can be frustrating but it allows us to assist the most people and respond to the most requests. We will reopen our incoming lines as soon as we can. We appreciate your patience and understanding during this unprecedented time.

The entire Orbits IT team is working from home and we are focused on assisting our clients at this difficult time.

Updated on 20th March 2020

Support Requests via email only

Due to the huge volume of support requests we are working through, we have temporarily stopped taking incoming telephone calls. All support requests should be made via email to helpdesk@orbitsit.co.uk and they will be actioned in line with our Service Level Agreements. This allows our team to focus and assist as many people as possible at this difficult time. We are sorry for the inconvenience but appreciate your understanding.

Remote Access Requests

We are receiving  a huge number of change requests for remote access as clients look to be prepared to work from home if necessary. As a result we are carefully managing these requests based on our Service Level Agreements and we would appreciate our clients patience as we work through them whilst continuing to  offer our usual support service.

Hardware

The shutdown in China several months ago and the current situation with everyone trying to work from home, has resulted in stocks of laptops and other hardware being pretty non existent. Suppliers are not expecting to be restocked until early April. We will try to source suitable hardware for requests but we cannot guarantee it and costs and delivery times have increased considerably.

Our Service to you

We are endeavouring to continue to deliver our usual service. We are still making support visits as required but we will be postponing any non-essential project work. If Government advice changes we may have to look at ceasing any site visits in the short term.

Whatever happens we will keep our clients informed and we appreciate everyone’s understanding as we work together through this difficult time.

Stay safe and we look forward to continuing to support you.