helpwithcovid19

Remote working and IT Support during the Covid-19 Outbreak

 

Updated 1st June 2020
Click here for ATS Covid19 Policy

 

Updated 28th May 2020
Dear customer,
Over the past couple of months we have helped many of you work from home reliably and supported those of you still in your place of work through the challenges brought about by COVID-19.
As the schools plan to open for more staff and students we wanted to update you all with our approach for how we expect to continue to deliver effective support.
This is a very changeable period. We will be following the guidance as it is updated, as well as listening to both our customer’s and engineer’s feedback to ensure we are operating as safely and effectively as possible for all parties.
Our Approach in Brief:
• We will continue to deliver a “Remote First” support service to our customers and only visit site when necessary
• All site visits will be pre-arranged and where practical will be scheduled outside of busy periods
• Our engineers are still mobile and able to attend site for essential work when required
• Where possible (and reasonable) our engineers will isolate themselves when on your premises
• As a company we are working seamlessly from home and you can call us as normal or log tickets in any of the usual ways
Over this period we have invested in our remote monitoring technology to improve the reporting from our customers networks, to further reduce resolutions times and give us and our customers a fuller overview of their network at all times.
Our engineers have been working closely with Google to deliver the governments cloud funding to the schools that need it, and we have helped many of our customers on all platforms improve their adoption of cloud services.
If you would like any further please call us on 020 8306 2002 or email us at info@ats.co.uk
To log a support ticket please email support@ats.co.uk or via https://www.ats.uk/logaticket/
Thank you for your business and wish you all well.

 

Date 16th March 2020

Introduction

With the current situation surrounding Covid-19 in the UK many of our customers are contacting ATS to request information on how they can work effectively should their school or business close.
We are also being asked what ATS as a business is doing to ensure continuity of service to our customers and their infrastructure, and what our support options are for users outside of their main site/network.
On this page we answer both of those points as well as give more general information that we believe may be helpful in the coming weeks.
This page will be updated as new information is made available, and when the government releases further guidance.
To jump to a section please click the link below:
  • Remote working advice for schools
  • Remote working advice for businesses
  • Logging tickets and requesting support
  • ATS IT Remote and Phone Support
  • ATS Business Continuity

 

Remote working advice for schools

If you are an education customer, then there are several ways we can help you access your information externally depending on your existing infrastructure, such as:
  • Through cloud services e.g. Google G-Suite or Microsoft Office 365
  • Through secure remote access VPNs to your school network and servers
  • Or remotely controlling your office/classroom PCs through remote desktop
Most users will be able to access their email externally already and if your school has hosted services such as Bromcom, Arbor, or Parentmail, you will also be able to use those as normal.
If your school uses 365 or G-Suite, then we can help you leverage the full power of these platforms for your staff and your students, or only for your SLT if you are taking the first steps toward a cloud infrastructure.
If you have a school laptop, we can setup remote access to your internal servers across a VPN (with authority from the headteacher) and you can then use the laptop as if it was in school.
Alternatively, and again with the correct authority, we can help setup a personal device such as a home PC to remotely control your Office/Classroom machine. Please note this does require that the remote device is powered up.
There are other options but as you can see there are multiple secure ways you can work remotely. If this is something you would like us to put in place for you or your school, please call us on 020 8306 2002 or email support@ats.co.uk

 

Remote working advice for businesses

If you are a business customer, then just as with our education customers there are several ways we can help you securely access your company’s data and applications, such as:
  • Through cloud platforms such as Microsoft Office 365
  • Through secure remote access VPNs to your network and servers
  • Or remotely controlling your workstation through remote desktop
If your business already uses a cloud platform such as Office 365 but perhaps only for email, then we ca
If you have a work laptop, we can setup remote access to your internal applications across a VPN, however this does depend on the make and model of your Router/firewall and its support for VPN access.
Alternatively, depending on your security policies we can help setup a personal device such as a home PC to remotely control your workstation. Please note this does require that the remote device is powered up.
As you can see there are multiple secure ways you can work remotely. If this is something you would like us to put in place for you or your business, please call us on 020 8306 2002 or email support@ats.co.uk

 

Logging support tickets

Log tickets with us in any of the following ways:
Web:
https://support.ats.co.uk
Email:
Support@ats.co.uk
Phone:
020 8306 2002
Web and email tickets can be logged 24/7. Our business hours for phone support are:
Monday - Friday
08:00 – 17:30
Saturday
09:00 – 13:00

 

ATS IT Remote and Phone Support

All our support contracts include remote and phone support which is typically provided by our engineers from our offices to our customers on their sites. However, our infrastructure allows us to provide secure remote support from any location to any other location if you an active internet connection.
Over this period, it may be necessary for some of our engineers to work from home, and they may therefore call you from their mobile number rather than the main office number (020 8306 2002). They should always identify themselves and tell you why they are calling, but if you are unsure please call our main office number and we can transfer you directly.