In this time of widespread concern regarding the COVID-19 virus and its impact across the globe, our utmost priority remains the well-being and safety of our employees and their families, but equally important to us, is to continue serving our customers, the best way possible.
In many countries restrictive measures are being taken towards mobility in the regions. Also, limitations to our partners’ and suppliers’ travel freedom of staff combined with schools closing, generates inconveniences to our businesses.
Many of our customers play an essential role in managing the current crisis. These include medical supply and healthcare services, fire brigades, utility companies, supply chain to supermarkets and home delivery services. It is of importance to support these businesses so they can continue to execute their responsibilities.
We are able to deliver all services to our customers. However, given the special circumstances, it could be that delays occur in some regions, with respect to the planning of installations.
We would like to provide you with the following operational updates
Support by certified partners | Technical customer support | Platform / Data center services | Mobile network | Hardware | Logistics | Installation services
Support by certified partners
Many of our customers chose to work with one of our certified partners. They provide professional services, consulting, IT advice and other additional services to customers. They also act as a first contact to customers. We have contacted our certified partners in the regions – so that we are ensured that they continue their services.
If for any unforeseen reason your certified partner’s activities are restricted, then you can directly contact our customer support team.
Technical customer support
Our technical customer support is managed from our different locations globally – and most of our teams are currently working from home, where they continue to have access to the needed systems. Our operating hours remain the same as usual and we do not expect interruptions to our normal service levels. With the tools we use, you can reach us at our known phone numbers. We are here to support you from Monday – Friday 07.00-19.00 Sydney Eastern Standard Time.
Platform / Data center services
Our platforms are being managed from Leipzig, Germany. We run our services in an active/active setup in two data centers ensuring maximum reliability for the services we provide. Both of our two data centers as well as our IT platform operations are managed in compliance with the ISO 27001 standard, not only considering information security in the digital world but also business continuity for unforeseen events. We have reviewed the situation with our two data center suppliers, and all uptime is guaranteed at the same service levels as before. Also, our IT team as well as the teams of our providers continue operations remotely.
Our Telematics devices and Driver Terminals are equipped with a SIM card from mobile operators. We have contacted our suppliers and they all guaranteed the same service levels as before.
Most of our key hardware, LINK boxes and PRO Driver Terminals are produced in China. Due to the crisis, we have had some delays, we have proficient stock, while production in China is back up to speed. Therefore, we do not expect significant delays in orders.
Our warehouse services, for hardware shipments as well as return logistics are secured by our suppliers. No delays are expected as the EU still guarantees the continuation of cross border goods exchange. With regards to cross border logistics, some countries are facing issues with shipments, however we are shipping directly to customers.
Some of our Installation Partners work with reduced capacity, due to diminishing demand from their customers. In our key regions we work with multiple partners, therefore have multiple options to still provide the needed installation services and do not expect substantial delays. We will provide priority to those businesses that are crucial to manage the current COVID-19 crisis.
While these may be challenging times, we want to assure you that we do everything that you can expect from an international telematics partner to execute our processes in the best way possible to ensure the best service levels. We do appreciate your understanding that under the current circumstances, unexpected events could change service levels, which will be dealt with in the best way possible.
We will monitor the situation closely and will keep you notified in case anything will change over the coming days.
In case you have any additional concerns/questions, please don’t hesitate to reach out to our teams and/or your certified partner.