COVID-19: Imagine moves to ensure customer support is maintained

UHD1 HDR, built for Swiss production company tpc, uses technology from Imagine Communications

Imagine Communications has upped its COVID-19 pandemic response as it looks to continue to support customers during what is an increasingly difficult time.

In a statement the company said:

As the Coronavirus COVID-19 pandemic continues to spread around the world, Imagine Communications has been monitoring developments at a country level within the geographies in which we operate, as well as at the local level where our employees and customers reside.

In response to the rapidly evolving situation, we have taken several steps to ensure that no matter how this scenario unfolds, our support to you is not interrupted.

Transparent Remote Support

We have made plans for our employees to work from home if requested by government authorities or should employees request it for their own peace of mind. We have already implemented this option in a number of our global locations.

We have verified that Care support and Professional Services projects can continue as usual with remote support. Contingency plans have also been established to ensure that part shipments for RMA will continue even if employees have restricted movement in a specific location.

Our customers can reach us as they have in the past through the Imagine Communications contact numbers, and calls will be routed to the appropriate individuals transparent to the customer.

Travel Restriction Contingencies

In keeping with governmental guidance and requirements, on-site support at your facilities may be impacted if travel has been forbidden in that location. If local restrictions or conditions prevent us from sending someone to your location, we will leverage all of Imagine’s remote support capabilities to continue providing you with the highest level of availability, performance, and security. As we will be verifying our remote support capabilities with a subset of our customers, we may contact you to assist us in testing that portion of our contingency plan.

Additionally, our current company policy is that no employees that have been exposed to someone with a positive COVID-19 test, or with second-generation exposure to someone with a positive COVID-19 test, will be allowed on an Imagine or customer site until they have self-quarantined for at least 14 days. We also have established back up support teams for those who may have to quarantine due to the above policy.

Imagine may also need your cooperation in establishing the system or network connections to accommodate these remote support alternatives. As those needs are identified, you will be contacted directly by your sales or support representative to request those arrangements.

Supply Chain Monitoring

From a product perspective, Imagine does not foresee any product supply issues. We will continue to monitor the supply chain, implement alternative plans as appropriate, and update you if there are any changes that could impact your product availability.

While we feel comfortable that we have taken the appropriate steps to continue supporting you and your business, Imagine will keep monitoring the situation as it evolves, evaluate and test scenarios that could arise, and adapt our contingency plans to address those scenarios.

Imagine Communications will provide further updates on its business continuity page:


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