Apogee's Official Statement regarding our support services for the NHSApogee’s primary focus is the health, safety and wellbeing of our employees, clients, their families and communities. We are specifically prioritising the NHS, Health Care and Emergency Services and would like to inform you of our current process and procedures regarding our services, where our employees attend your sites in relation to the Covid-19 pandemic.
On-site EngineersTo reduce and minimise the risk of our employees transmitting and contracting Covid-19 we have implemented following requirements. All Apogee employees, including Engineers, on-site support, field workers have been advised to follow government and NHS guidelines relating to Covid-19 that include;
Suspension of ‘Pro-Active’ MaintenanceOn-site engineers have been instructed to move to re-active support and maintenance with immediate effect. This means they will no longer carry out floor walks but will instead respond to calls placed ‘as and when’ therefore reducing their movement within sites to limit the potential of contracting and transmitting infection.
Devices in ‘isolation’ or ‘lockdown areas'Apogee engineers, in line with our own Human Resources guidelines and commitment to employee safety and wellbeing will not be permitted to enter areas identified as in ‘isolation’ or ‘in lockdown’ and recording and categorising devices by serial number on our systems in these areas. Should a device in one of these areas require engineer attention then NHS staff would be responsible for deep cleaning the device before placing it in an area where our engineer can safely attend. The device would then be brought back to working condition, either at site or off site where required and returned to an agreed safe area where NHS staff would once again deep clean before returning to the isolated area.
Hot Swap DevicesWhere a “Hot Swap” device requirement is identified for business continuity purposes and as part of Service Levels (SLA’s), we will provide ‘Hot Swap’ devices as deemed necessary. Once installed, devices will remain in situ, providing the pre agreed functionality until the original device is repaired and both parties agree the original device can be safely re-installed.
Out of Hours Support for Software, SolutionsIf there is a significant failure with your printing solution e.g. multiple devices are unable to securely release printing, provide scanning you will be able to contact the out of hours support line for software solutions log support requests.
This support number is: 0207 157 9880 and select option 1
For general support in business hours please utilise our client portal in the first instance that can be found at www.apogeecorp.com/client-services/