COVID-19 update – ensuring continued operations

Mar 17, 2020 | News

These are unprecedented times and I hope that you, your colleagues and families remain well. As the situation develops at pace, I wanted to let you know about some of the business continuity measures that we have taken to secure the continued operation of your service(s) and the health and safety of our colleagues and you, our customer.

Our teams will be working remotely

From today, our teams will be working from home. Under our business continuity plans a culture of working from home is embedded at Vaioni – so you should experience no change in service levels. You will be able to reach the teams using the same telephone numbers and email addresses as usual. By way of reminder these are:

Any meetings scheduled will continue to take place via telephone or video call – if this isn’t suitable please make contact to re-schedule.

Network Operations Centre

We’re very proud of the resilient and robust design of our core infrastructure, which ensures that there are multiple routes for traffic to take to ensure that your data gets to where it needs to be. We also carefully manage our network to ensure that increased bandwidth usage has no negative impact. With this in mind, we foresee no negative impacts as more of our customers adopt remote working practices. Our Network Operations Centre team will of course continue to monitor the performance of our infrastructure and the services we deliver to you on a 24/7 basis and will react to any service interruptions as normal. Should a situation arise that requires on-site support from our engineers, it will be dealt with as normal to ensure that any detrimental effects to your business are limited. Our team will follow enhanced hygiene practices as advised by the WHO to ensure both their own safety and that of our customers.

Service Delivery

Orders will continue to be processed as normal. We are in daily contact with all of our suppliers to progress orders as quickly as possible and will continue to keep customers informed through the usual channels on the specifics relating to live orders. Where an order reaches the ‘Bring Live’ stage, our team has full access to hardware and this will continue to be shipped using our standard courier service.

Escalation Plan

You can find the latest version of our Customer Service Plan here.


We will be conducting ‘business as usual’ across our whole business, but will of course update you should this change.

If you have any questions, please contact your Account Manager, and they will be happy to help. At this stage, I hope you all remain safe and healthy during what is an incredibly testing time not only for our families and businesses, but for our entire economy. My team and I are doing everything possible to ensure your service(s) remain without disruption and where feasible we will help businesses put in place remote working measures at our cost. Please continue to follow us on social media for the very latest updates – LinkedIn, Twitter and Facebook.

My best wishes to you all and see you on the other side.

Sachin Vaish, Managing Director

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