Teleos Support Service Levels

Firstly, may we pass on our best wishes and hope that you and your colleagues are in good health and staying safe through these unprecedented times.

During this very challenging period, we are conscious that we may not be providing the consistent level of service that you are used to, or can rightly expect, for which we offer our apologies.

As you may appreciate, all but a couple of Teleos staff have been working from home since March. We have not furloughed any staff, but it is clear from our statistics that response times have increased. This is not, in any way, down to staff working less hard, but simply down to a couple of factors. Firstly, support staff working in isolation do not have immediate access to colleagues to review support issues with. Secondly, we have been receiving significantly more calls than normal, as practice staff have been working from home. Each of these staff require VPN connections into their server -which not only requires initial configuration, but also ongoing support when connections fail or staff need their local printers setting up etc. To put this into context, we have set up well in excess of 300 VPN connections since the initial lockdown period. This is effectively an additional 300+ branch surgeries being supported.

We will always strive to deal with issues as quickly and efficiently as possible and, like you, hope for a return to normality as soon as possible. In the meantime, please be assured that we are doing our utmost to provide you with our normal high level of support that you have come to expect.

Finally, may I thank you for your continued support and understanding.

Kind regards

Jon Hewitt

Managing Director

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