Covid-19 Update

Covid-19 Update

We would like to reassure customers and other third parties that First Solution is taking a protective approach towards staff and customers during the Covid-19 pandemic. We are complying with government guidance, whilst at the same time taking a “business as usual” approach.  

We have invoked a Business Continuity Plan that is fully operational, and are constantly reviewing our business processes to ensure that we continue to deliver on our high standards of service delivery.

Our NOC, SOC and Help Desk teams are currently maintaining service levels. Our tests have shown that all SLA parameters are in line with our normal operations and committed performance levels:

Critical Alerts: >98%
Critical Tickets Acknowledgement: >97%
Ticket resolution rate: >90.2 %
Chat Acknowledgement: >90%
CSAT: >95%

Furthermore, we have invoked the following measures:

  • Where possible, we have moved our staff to a remote working environment in line with the Government and the Public Health Organisation’s guidelines.
  • We have made our project and field engineers available to attend site on a case by case basis. Our staff have been trained on social distancing and hygiene measures to protect the health and safety of our customers and our staff.
  • We have invoked a temporary policy to avoid unnecessary meetings, and where possible we are conducting meetings via Microsoft Teams.
  • We are running daily SMT meetings to ensure we adapt to the situation as it unfolds

The First Solution team would like to wish you everyone health and safety during this time. The future is uncertain, but be aware that we at First Solution are here to support you in any way we can. Our teams are working around the clock to make sure we’re ready and available to help in any way we can.

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