Seasonal support update for our customers

Please note: This post was written by Highlander prior to their rebrand to FluidOne Business IT - Sheffield.

It has certainly been an unusual year, and as we head into the festive period I’m sure we are all looking forward to some much-needed downtime with family and friends.

This year has presented some unexpected challenges, with the unprecedented nature of the enforced changes to our personal and working lives understandably requiring some adjustment.

At the height of the pandemic our Helpdesk team was fielding around 700-800 support calls a day, with over 1,000 calls recorded during peak periods. I speak for the whole management team when I say how proud we are of the diligence and dedication demonstrated by the Helpdesk team throughout this time, something I know all of our customers have greatly appreciated when navigating their own obstacles.

This Christmas and New Year are likely to be quite different from the norm, but at the end of a difficult 12 months we know many of our customers will be looking to take a well-deserved break. That said, we also know that many of you will also continue to work throughout the holiday season, and so wanted to reassure you that we will be here to deliver the same levels of exceptional support that we provide all year round to keep your IT working as it should.

Now more than ever it’s important that our team is able to take some time out to relax, recuperate, and celebrate the festive season. With this in mind, our seasonal opening times will differ slightly from our usual operating hours during this period, so we wanted to make sure all our customers were aware of these changes so that they can plan accordingly.

Please find our seasonal opening hours listed below:

Wednesday 23rd December – 08:00 – 17:30
Thursday 24th December – 08:00 – 17:30
Friday 25th December – Closed
Monday 28th December – Closed
Tuesday 29th December – 08:00 – 17:30
Wednesday 30th December – 08:00 – 17:30
Thursday 31st December – 08:00 – 17:30
Friday 1st January – Closed
Monday 4th January – 08:00 – 17:30

For customers signed up to our out-of-hours coverage, your 24×7 support service will continue as normal over this period as per the terms of your agreement, including Christmas Day, Boxing Day, and New Year’s Day.

The ongoing pandemic has dominated headlines this year, and we’re all now well-acquainted with the various requirements and guidelines in place for safe working and social distancing.

While there is light at the end of the tunnel with the news of multiple vaccines, the current restrictions and policies are likely to continue for some time.

Rest assured that should your support issue require any on-site assistance, our team is prepared and equipped to manage the situation as safely as possible, with access to all of the necessary PPE, as well as strict guidance around sanitising and social distancing.

While a white Christmas is something that many hope for at this time of year, adverse weather conditions can be hugely disruptive to any business.

Whether it’s snow, freezing temperatures, or the onset of floods due to excessive rainfall, our support services will continue to operate as normal.

Looking ahead to the next 12 months, we will continue to identify opportunities to improve our support offering wherever possible, so that our customers continue to receive the high levels of service we pride ourselves on delivering all year round.

Additionally, as businesses look to readdress their IT strategies in response to COVID-19, our knowledgeable and experienced team are here to help.

Whether you’re preparing for long-term remote working, installing the latest innovations to keep your team connected, or exploring any other IT projects that are on your agenda, we are ready to support you.

If you have any questions about our IT support services, or your coverage during the festive period, please get in touch with a member of the team.

In the meantime, on behalf of the whole team I’d like to wish you a very Merry Christmas and a Happy New Year.