COVID-19 – Update as of 9th March 2020

Sure continues to review its BCM and contingency plans with respect to the COVID-19 outbreak and is confident that the coronavirus should not have an impact on the continuing provision of ongoing telecommunications services. To this end Sure has taken a number of pre-emptive actions:

Employees

Sure has three operating jurisdictions in Guernsey, Jersey and the Isle of Man and therefore the business has geographic separation to reduce the impact. All operating jurisdictions have disaster recovery procedures with alternative sites that could be used if required.

For travel, Sure is applying the recommendations of each of our jurisdictions’ Governments, will closely monitor developments and amend accordingly.
 

Remote working & continuing operations

We have conducted an extensive review of our operations with respect to the risk of a scenario where staff are unable to work from our offices. Most of Sure’s day-to-day operations can be performed by our staff remotely from home and we are well placed in terms of networks, IT systems and devices to enable this.

The exception is where a physical presence is required to apply maintenance or fix equipment. As a provider of critical national infrastructure, Sure expects defined people will be able to continue accessing sites.  However, should customers need new or additional services or to make changes during any restricted period Sure will have to apply a best endeavours approach.

Sure is therefore expecting to be able to provide support to you as a customer in the normal manner. Our Service Operation Centre will continue to operate as normal and should you suffer any issues with your service please continue to raise these via your current processes to serviceoperations@sure.com.  Similarly, your account manager and service manager or a nominated alternative will be available and can be contacted via email, Microsoft Teams or telephone.
 

Supply chain

Sure has been paying particular attention to continuity of supply and accordingly has reviewed all its current levels for engineering stock and goods for resale. In this regard, Sure was well placed having previously made preparation ahead of the UK’s departure from the EU. Nevertheless, Sure is currently increasing certain stock holdings to reduce risk of interruption of supply.

Additionally, Sure has stopped all non-essential travel for visitors from high risk countries and is reviewing all inward visitors.
 

Customer requests and COVID-19 preparation

Sure is anticipating that many of our customers at this time are reviewing their telecommunications and IT operations, particularly with a view to enabling remote working. This may result in customers’ needs changing. 

We encourage all customers to raise your requests as soon as possible so that we can help assess and assist as well as to action before your contingencies are required.