March 23, 2020
Our Valued Partners,
Like so many of you, we have spent the last several days and weeks learning about the coronavirus (COVID-19) and how it is impacting our world. We are focused on how our Partners, their clients and our associates are impacted in this trying time. We are implementing the necessary adjustments in our operations to ensure that we can service all Partner needs while maintaining the safety and well-being of all.
We will closely follow the Centers for Disease Control’s (CDC) guidelines as well as state and federal requirements on the steps we can take to help prevent the spread of the virus. The following are our guidelines for workstreams that we will follow in the effort to minimize the impact to our Partner’s business.
Omega Corporate Office, SOC, NOC and Datacenters: will remain fully operational. We have established work from home protocols and will work to ensure we manage all cases and support needs expediently.
Our Help Desk: is experiencing higher than normal daily volumes of calls and chats as we support our partners through remote working transitions and issues. Given this high volume, partners may see longer than normal hold times and responses. To help mitigate, we are implementing some temporary process changes. Effective now, the Help Desk will not close tickets after 72 hours of not hearing back from the user experiencing the problem.
Here is the temporary process:
- A ticket is opened and we cannot close it due to various reasons.
- We will attempt a follow up call or email within 24 hours from the ticket open time.
- 72 hours after the open date, another email reminder will be sent (This is when we would typically close a ticket).
- 7 business days after the ticket is opened, we will close the ticket and send out the final email.
While we’re working hard to redirect all available resources to address your needs, we appreciate your understanding during this time
Sales: remains operational with remote on-line consultations and access to information.
Onsite Support / Field Operations: Onsite travel restrictions are in place for our Associates and 3rd party support staff. Onsite Installations and Service will be available based upon critical need, and with acknowledgement and agreement of all parties involved.
Our Cloud Services: are located in the worlds leading TIER 5® Platinum Hypserscale Datacenter ecosystems that are designed to run completely off grid and without human intervention for months on end. All Support, & SLAs for these services remain in place.
This situation is fluid and subject to change, Please continue to look towards the Omega Website for operational updates. Or reach out to us at 844-OMEGA-IT (663-4248) with any questions.
I want to personally wish you all health and safety during this time. I know the future is uncertain, but know that we at Omega are here to support you in any way we can. Our teams are working around the clock to make sure we’re ready and available to help you and your clients. We’re all in it together, and together, we’ve got this.
Omega Technology Solutions