Dear Valued Clients,
We know you are inundated with many messages and as a valued customer who uses our services daily, I wanted you to know how committed we are to keeping your IT services running smoothly. Our No. 1 priority is keeping you working while keeping your team and ours safe and healthy.
As a former research virologist at the CDC, I believe communication is key in unprecedented times such as these. We continue to focus on serving you to ensure the most reliable IT service experience possible, anytime or anywhere. That couldn’t be more important than it is now, as this crisis creates an environment where you are likely looking to use your technology services differently, like working from home. We are taking a range of actions to ensure we continue to meet your needs at this critical time while continuing to secure your IT environment.
Continued Support Without Skipping a Beat
As important as our MIS Greenlight IT Services are to keeping you connected and protected, there is an equally important group of people behind it. They work our helpdesk, customer service, cloud service, network operations, procurement and office. And they are working tirelessly to keep your organization productive when it matters most. This worldwide crisis affects them too. All of our staff are currently working remotely from their homes with the exception of essential office and data center personnel. Our phone and computer systems are Greenlight cloud-based, which allows us to function completely no matter where our team members are located. In addition, we have temporarily limited our project efforts and transitioned all our technicians and support specialists to address escalation issues and emergency onsite needs.
Your Feedback Matters to Us
While the last five weeks were a true test of our customer support system, we managed to finish the period with a 99.45-percent positive response rate with highly increased volume. Our team was exceptional through this period and we received many compliments from our clients thanking us for a rapid and smooth transition to the shelter-in-place directives. Thank you to all that sent feedback to us.
While the last few weeks have been a true test in assisting organizations making radical changes to the way they work, the real test will come in the coming weeks. As more and more clients start making remote work a “standard” and then preparing for the return to the office, our team will once again face a very high level of service tickets. We ask that you please continue to be patient and understand that we are making every effort to address your needs as quickly as possible.
Extra Precautions to Consider
As always, we focus on keeping your IT investment safe from cybersecurity criminals. And we have required many clients to purchase additional VPN licenses, SSL certificates, remote access Multi-Factor Authentication (MFA) licenses, laptops, etc. We are also apprehensive about remote workers who may be using their home computers to access corporate networks.
For non-Greenlight Cloud-based clients, some things to be concerned about with personal home computers are:
- Windows 7 operating system (Microsoft no longer provides security patches)
- Unpatched Operating Systems
- Unpatched third-party programs (Adobe, Chrome, Java, etc.)
- Antivirus/anti-malware that is NOT updated daily
- Other personal/unknown programs that might be installed on the computer
If you have questions or would like to discuss options, please feel free to call your account manager.
We’re Here and Ready
- We have a world-class team available and working hard to provide you with a high level of IT service and support.
- We have expanded service capacity – we hired several folks last month and they are on schedule to complete training and will be ready to serve in the coming weeks.
- We have the right tools in place to protect and serve you during this time.
- We are still procuring equipment and having it shipped wherever necessary.
Additional Resources For You
We have compiled a complimentary “COVID19 HR Action Pack” that includes communication resources, HR safety guidelines and bulletins to help keep our team members safe in this crisis. If you would like a copy, please email firstname.lastname@example.org and request COVID19 HR Action Pack and we will send to you.
We developed a COVID19 HR Action Pack for our internal use and would love to share it with you – it includes:
- CDC Guidelines on Cleaning and Disinfecting your Facility
- Safety Door signs
- How to make a face mask
- An Interim Guidance for Businesses and Employers to Plan and Respond To Coronavirus Disease 2019 from the CDC.
We also have access to several great labor attorneys should you need assistance navigating HR-related issues surrounding the new sick and family medical leave details and would be happy to refer you.
We know this is a difficult time. We’re committed to providing you the very best, responsive IT support. If you have any questions in regards to IT, mobilizing a remote workforce, HR, Operations, Leadership, etc., please reach out to me. The core of our business is to be a great servant leader so we are here to serve – You!
Please stay healthy and safe!
Jennifer L. Holmes