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Covid-19 Service Update

Jan 7, 2021

This service update is to let you know that it is very much business as usual at TechCare. We are here to help you during these challenging times and we will continue to provide service to you within our service level agreement.

I would like to confirm that along with continuing daily support as normal we will also continue all ‘behind the scenes’ work to ensure your systems continue to be reliable and secure, as normal. This includes:

  • Proactive 24/7 Monitoring of server systems and IT infrastructure
  • Proactive maintenance of software systems and network infrastructure, including patching of software with updates and the same for critical hardware
  • Security systems monitoring, triage of detected threats and management of Firewall devices and web filtering rules
  • Monitoring and Management of Backup systems
  • Monitoring Network, broadband and leased line connectivity for reliability and performance
  • Management of Office 365
  • Liaising with third-party technology providers for agreed software products and connectivity solutions

The above will apply to most managed support clients but, may differ slightly depending on your companies technology implementation.

I’d like take this opportunity to make you aware of the amazing effort from our team have done enabling many clients for remote working solutions in a very short space of time. This has generated a lot of additional demand over the past week and our team have managed to support the rapidly changing needs of our clients whilst maintaining incident response and resolution times for the normal daily support tickets.

I’d like to also take this opportunity to say thank you to you, our partners, for being patient with us over the past week or so, it’s been a very busy period for us. The best way to contact us is always by emailing support@techcare.co.uk but you can also reach us for any urgent queries via our support number 0333 015 5101.

Please be aware that all onsite works are now reduced to critical response only. This onsite work is a very small part of our offering with many of our clients never actually seeing us at all throughout a 12 month period or longer. Critical incidents will be reviewed by myself on a case by case basis.

Please also be aware that all change requests are being reviewed on a case by case basis. In this time of additional load on our technical services department, we want to ensure all change requests are completely necessary and will not have any potential impact on the performance or reliability of your systems. Each change request will be discussed internally and with the requester to understand the importance, urgency and agree on a scheduled date based on the outcome of those discussions.

To be clear, although some requests may go through additional checks we are here for you at our full capacity to support your business as normal. If you need any help or advice regarding remote working best practices or utilising new software for remote working, then please do get in touch. We are here to help.

Please remain vigilant. Unfortunately, during this time we are seeing an increase in phishing attempts from criminals trying to capitalise on the fear of COVID-19 by posing as the government, health organisations or even remote working companies such as teams and zoom. The advise from us is simple:

  • Always double-check the full email address, sometimes it may appear to be from someone you know but it isn’t.
  • Check the wording of the email – if the grammar is poor or words are spelled incorrectly this is usually a sure sign it is from an untrusted source.
  • Criminals utilising phishing attacks usually use a situation that needs you to act fast in order to make you worry i.e. “Payment needed now or account closed” or “Change your password now before your account is locked”. Always take a few minutes to read an email like this and confirm with the company that has sent the to ensure it is genuine. NEVER call the number on the email always go directly to the company website via google search or official URL.
  • Never enter your password into a website that you are linked to from an email.
  • Never click a link in an email you aren’t expecting.
  • If you are unsure about an email that appears to be from a colleague but is asking for payment then always call the person and confirm
  • If you are even the slightest bit unsure then please do to contact us.

On a final note, please do stay safe and remember as your technology partner we are here to help your business during these unprecedented times.

Oliver Aleksejuk
TechCare Head of Operations