Dear Customers,

As we navigate our way through these challenging times around COVID-19, we at GBM, would like to reiterate our commitment to supporting your business throughout this pandemic and beyond. We realize that in this time of crisis, it is critical that we make it possible for you to continue your operations and help you respond to the unique demands you may be facing.

Our top priority is to protect the health and safety of our employees, customers, partners and the communities we operate within.

As such, we have implemented a business continuity plan that minimizes disruption:

• A work from home policy has been implemented, where and when possible

• Employee guidelines and health awareness education has been circulated

• All non-essential travel has been restricted, with those who do travel, completing a mandatory 14-day home quarantine
  

• We are reducing face-to- face interactions when and where possible

• Measures for service continuity are in place for the GBM Shared Delivery Center (Call Center and Networking Service Desk) and Support line

GBM is operating in accordance with local government and public health authorities. As this situation continues to evolve, our leadership team is assessing all options and mitigation plans to best manage and respond to the situation and maintain continuity, while protecting the safety of everyone involved.

Our teams are fully equipped to work remotely, and you can continue reaching out to us via email, WebEx meetings, mobile and desk phones. Below are answers to the most frequently asked questions we have received from customers, if you have questions outside of those, please do reach out to us.

FAQs

• Will my services be impacted?

As detailed above, GBM has implemented robust business continuity plans to ensure that we continue to operate and deliver on our commitment to supporting your business throughout this pandemic and beyond.

 

• Will there be delays in supply chain due to COVID-19?

GBM is continually collaborating with key vendors and supply chain partners to regularly review the ongoing and evolving situation. If supply chain delays are expected, we will inform and update you.

 

• What impact, if any, will there be on delivery of spare parts?

GBM has taken pro-active steps to ensure our that stock levels are bolstered. At present, there is no causes for concern on spare part levels. If the situation adversely changes and any potential shortages are identified, GBM will work to mitigate these wherever possible.

If there are any anticipated delays on any required spare parts, you will be informed of these and GBM will endeavor to restore your services using a temporary work around solution, until the required part can be replaced.

 

• Do you have any concerns regarding support or staffing for hardware replacements or installs for customers?

GBM has implemented robust business continuity plans to ensure that we continue to operate and deliver on our commitment to supporting your business throughout this pandemic and beyond.

This includes executing a working from home policy, whereby our employees, who are fully equipped to operate remotely, can continue delivering service, whilst minimizing face-to-face interaction and ensuring no unnecessary risks are undertaken.

Our engineering teams are also observing the remote working policy and are basing themselves remotely. Where on-site actions are required for critical issues, our engineers will visit the site. GBM has ensured that our engineering teams are provided with every possible protection and that they are following all safety precautions.

For non-critical installations or hardware replacements, GBM and the customer may mutually decide to reschedule on-site activities.

 

• How can I get updates on COVID-19 from GBM?

We are constantly updating this page with the latest information for our customers. Please reach out to us via [email protected] for any specific questions.

 

• How will diagnostic testing be impacted?

Wherever possible, GBM will use secure remote diagnostic tools for problem determination. This will reduce the need for face-to-face interaction, minimizing any risk exposure to the both customers and GBM employees.

 

• How will on-site defect resolution services be impacted?

We recognize that not all issues can be fixed remotely, therefore in critical situations where some on-site actions are required, the engineers will visit the site.

GBM has ensured that our engineering teams are provided with every possible protection and that they are following all safety precautions.

• What will happen with our existing and future planned projects?

GBM will continue to deliver projects, working within Government health directives and those of the customer as well as GBM, with the intent to limit risk of exposure to customers and GBM personnel alike.

The GBM measures that have been introduced include managing meetings and implementation activities remotely where possible using Cisco WebEx, or the customers collaboration tool of choice. GBM Engineers have been educated on the risks and will be taking personal protective measures when conducting customer site visits.

GBM is collaborating with our vendors and supply chain partners to minimize project disruption and forecast to you any delays that will impact product delivery and project timelines.

 

Please visit this page for the latest updates from GBM, as we strive to keep our customers and partners constantly informed.