An update on ePrompto IT Support in the wake of Coronavirus

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An update on ePrompto IT Support in the wake of Coronavirus

Dear Customer,

We are truly living in unique times. The coronavirus pandemic is impacting everyone from our families, to our businesses, to our first responders who are bravely on the front lines. As the situation continues to affect our world, we wanted to reach out and update you on how we’re supporting our employees and you—our valuable customers.

For our Customers that is YOU:

We understand the importance of keeping all of your systems up-and-running during this time. We maintain comprehensive business continuity arrangements that are regularly tested as part of our ongoing business continuity and disaster recovery program for our ePrompto Platform. We’re actively monitoring our services to ensure we meet our contractual commitments. We also know that, for many customers, this time has meant even more disruption to their businesses, with extreme swings in customer demand and stress on certain channels.

A moment like this is a reminder about how we all need to band together to overcome challenges and complexities.

At ePrompto, as per government directives , we have  reduced onsite and office staff strength to 50%  . But that does not mean we are not available. Our engineers will continue to work remotely using the same secure and safe channel of Zoho Assist.

Onsite and break fix calls may take a longer time to resolve but we will try to resolve the same asap. Especially due to paucity of spare parts and inventory we have been seeing some delays in new deliveries and spares. We will continue to work with our vendors to ensure we can do the best .

We will be monitoring the situation regularly and updating https://www.eprompto.com/ with any new information.

Escalation Matrix:

Our helpline 022-27814905 will continue being attended to between 1000 hrs to 1800 hrs.

Our platform for logging a ticket under the Customer login and Resolve Now will also continue working seamlessly.

But in case of any major issue you may call as mentioned below and we will endeavour to resolve your issues as soon as possible

For Any IT Remote Call
Sachin Pawar	7738706011
Ujwala	7021932809

 

For Any Severity 1 IT issue
Karthik	9833538982
Venkatesh Pal	9870538500
Vivek Kapoor	9320251500

 

For our Employees:

As most of us use public transport, and as per government directives, we have started a program for 50% engineers to be available at our central helpdesk and restricted public transport usage to off peak hours.

Our Technical associates have been provided with laptops and secure connection Zoho Assist software to take care of any client calls assigned to them.

We value our ePrompto technical associate health and safety, but at the same time we are committed to serving you and your business seamlessly.

Thank you for your support and stay safe.

Yours sincerely,

ePrompto Team