COVID-19 Response

Customer Announcement (24/03/2020):

Dear Customer, 

Providing you with high quality, reliable services is of paramount importance to us. In light of the rapidly developing COVID-19 situation we wanted to update you on the preparations ITG has been undertaking to ensure the services we provide you with remain resilient as the outbreak continues to escalate.

We’ve taken several steps to support our customers businesses throughout this outbreak. Last week we removed data caps from all connections and we’re in the process of activating a free 6-month trial of Microsoft Teams for all of our Office 365 customers to aid remote working. It’s taking a little while to contact each customer individually and we’d like to prioritise those who have an urgent need for this so please reach out to us via ‘[email protected]’ if this is something you’d like to explore and we’ll prioritise your request.

Following the government guidelines, work is now being completed remotely and all non-essential on-site servicing activity has been postponed. We continue to operate an on-site emergency break-fix service for customers with a maintenance agreement depending on the nature of the fault.

Customers with a contractual SLA are being provided with a ‘best efforts’ service but some faults are taking a little longer to resolve than usual.

All support requests are being triaged based on their severity. We ask that from today (24th March 2020) all support requests are raised via ExpressTrack by visiting www.inspiratechnologygroup.com/support or by emailing [email protected].
We will not accept support requests over the phone for the foreseeable future.

A COVID-19 FAQ section will be made available on our website shortly (link at the top of this email) which will answer questions relating to specific products and services along with any further announcements over the coming weeks. Also, keep an eye on our blog over the coming days for tips on remote working and how to stay productive. If your question isn’t answered please email ‘[email protected]’ and we’ll get back to you as quickly as possible.

We greatly appreciate your understanding and cooperation throughout this outbreak. We’ll continue to closely monitor the situation and will keep you informed of any significant changes affecting your services. If you’re yet to start working remotely please contact us as a matter of urgency so that we can help you explore the options and put a solution in place for you as soon as possible. 

Best wishes,

Oliver Nash
Managing Director

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