As an organisation that provides solutions and services to a large number of customers right across the island of Ireland, Logicalis Ireland is closely monitoring developments with the spread of COVID-19. The ongoing safety of our customers and our staff is of primary importance to the leadership team in Logicalis Ireland, and we are committed to maintaining the highest levels of support for our customers’ operations.
Below, we have detailed the approach we have taken to ensure that Logicalis Ireland maintains a strong capability to continue providing services to our customers, whilst ensuring we have the right plans and measures in place to prevent the spread of the virus, and that the health of our customers and staff is protected.
We know many of our customers’ business operations rely on Logicalis Ireland’s ability to provide ongoing, consistent services and we have a strong business continuity plan in place for ensuring that our operational integrity is maintained in the event of a number of crisis scenarios.
Our information security management system, including our business continuity plan, was recently certified as compliant with the international ISO-27001 standard (View ISO27001 Certificate) We are confident that all services to our customers can and will be delivered as normal over the coming weeks and months.
Our Business Continuity Plan has been prepared to assist the organisation to manage a serious disruptive crisis in a controlled and structured manner. It contains information on emergency contact details, strategies to mitigate impact, procedures to be implemented and communication processes to be followed in response to a serious disruptive event. These are designed to ensure we can continue to provide services and solutions to our customers, and to work effectively with our suppliers and business partners.
We deliver continual training to our staff on an annual basis in relation to information security and continuity best practices and we have a range of remote connectivity and collaboration tools in place for our staff to work remotely with our customers and suppliers, including Cisco Webex, Microsoft Teams, Citrix remote access, and Cisco VPN technology. The majority of our core customer support business applications are SaaS-based, with our Optimal IT Service Management platform based on ServiceNow technology, our monitoring platform LogicMonitor SaaS-based, and our email platform being Microsoft Office365. Our key financial system is available over our Citrix platform to all staff in the event that we implement a remote working policy for containment reasons. All our employees’ laptops have full encryption technology applied.
Our IT DR & Business Continuity Plan (BCP) has been recently tested to ensure that our business operations and service commitments to customers could continue as normal, and we can operate all our systems and processes remotely with no interruption to normal service levels.
Our ongoing commitment to our Customers & Business Partners
We will continue to monitor developments and factor these into our ongoing readiness and plans to provide high quality, uninterrupted services to our customers and business partners. We believe we are in a strong position to provide ongoing seamless service should any of our staff need to work remotely (e.g. due to self-isolation, school closures, etc.) or should we decide to close any offices and/or switch to a remote working model. We are committed to supporting our customers and their operations through this difficult period.
If you have any questions on this subject, please contact your account manager or the Logicalis Ireland senior leadership team.
Logicalis Ireland’s Installation Guidelines during the COVID-19 Crisis
Our first priority on physical installations is to ensure the health and safety of our team. We have put measures in place to support this, such as working from home using digital collaboration tools to continue conducting business to the highest levels.
We will continue to dispatch resources for services to customer locations unless the Irish Government puts “lockdown” orders or other local restrictions in place. If a customer requests their staff to work from home, we will request our resources to do the same.
Logicalis will not support customer requests for resources to be onsite during a local shutdown order or while restrictions are in place. However, we will continue to provide remote services. If restrictions are in place and for business-critical tasks only, we will dispatch resources to the customer site if allowed by authorities and safe to do so. Once undertaken, remote working will resume.
For our engineers who need to go to site for installations, we need to ensure that a social distancing policy is implemented and observed by all parties as per the HSE guidelines (1.8m per person).
Logicalis will also require the customer to provide the following equipment to each engineer for their own use during each physical installation: hand sanitiser, gloves & face masks. If you cannot guarantee that they will be provided to our engineers, then Logicalis will review each installation on a case by case basis.
For instances in which pieces of work involve a number of parties and different workstreams, we would request that these would be scheduled in distinct slots and carried out sequentially. Personnel should not overlap unless there is a requirement for a physical lift of equipment.
If you have any questions on our Installation Guidelines please contact Philip Bergin, Professional Services Manager with Logicalis.