Clearly this is an unprecedented time for us all, but we wanted to take a moment to briefly update and reassure you on our preparedness regarding the Coronavirus/COVID-19 pandemic.
We’re of course closely monitoring UK Government advice and understand this is an ever evolving and changing situation. However, we are well equipped to continue delivering the same level of service and will do everything we can to continue to support all our customers.
We understand how crucial your websites are to your business, and more so at a time like this. In fact, we’ve seen a surge in new work this week, as businesses increasingly rely on their websites to communicate and offer products/services to their customers during these extraordinary times.
There’s two core aspects to our services:
Our web servers are housed in the Centro data centre, in Hemel Hempstead, with the operation managed by our suppliers UK Dedicated. It’s their team of technicians who run the web servers for us 24/7 and they have an excellent track record of running some of the largest websites in the country, so we have complete confidence in them.
The Centro data centre already has extremely thorough business continuity processes in place. Proactive steps have already been taken, such as restricting entry to core personnel only, and increasing the number of staff who work remotely. Where roles do require a physical presence on-site, Centro have taken steps to segregate and protect these staff.
Website design, development and support:
As we look after this in-house, we’re taking proactive measures ourselves. Like most businesses at the moment, we’re taking government advice to work remotely, which we’re doing without any loss of service whatsoever. As our business has now been operating for ten years, we’ve built up a very reliable and flexible way of working.
As expected, for the foreseeable future, we are not scheduling any face-to-face meetings and will not be attending any events or conferences.
And so we can prioritise our work more effectively, we ask our customers to please contact us by email, instead of via phone. We may reduce the hours we monitor our phone lines, but a voicemail facility is still available. For any urgent requests, please send an email to your usual support contact.
For those customers with Business and Enterprise level plans, you are protected by our Service Level Agreement.
Should we take a little longer replying to you than normal, please bear with us, and will we offer support to all our customers as soon as possible.
Finally, we are operating business as usual, so we are starting new projects as normal this week, and we welcome any new customers who need our support.
Above all, we hope everyone stays safe and well over the coming weeks.
Mike founded Primary Image in 2010. He specialises in the WordPress website platform and speaks regularly at national web design conferences. Mike became a member (MCIPR) of the Chartered Institute of Public Relations in 2015.