Keeping our customers up and running during COVID-19

You will be assigned an alternative CSM or Support contact where possible. We will ensure, where possible, that this will be someone within our team who will be familiar with the product(s) you use. We will contact you in the event of this happening and will confirm who your interim CSM or Support Engineer will be.

Yes, our support team is equipped to work from home should the need arise. You will still be able to reach them using the usual channels.

Based on the robust plans we have in place to allow our Support team to work remotely, we are not anticipating any change in our service level. However, should there be any changes to how we operate or the availability of our services, these will be published in our Customer Success Portal.

If you’re registered to use our Customer Success Portal as part of your Success Plan, please check our Knowledge Base for a wealth of information that may answer your question. If you can’t find the answer to your question, you can ask our online community or raise a case with our support team. If you’re not yet registered for our Customer Success Portal, you can sign up here.

If you have a critical issue that you need help with, please contact us via telephone.

During this time, Access are committed to ensuring you have the ability to easily engage with our Support and CSM teams. We would ask all customers on our Standard and Premier Success Plans to continue to engage with our teams irrespective of whether they are the nominated contact within your organisation. Please do continue to notify us of any changes to contacts within your organisation and we will update our records. We reserve the right to review this as time passes but for now, we want to provide you with as much flexibility as possible so you can carry on running your business as effectively as possible.

In line with the latest government advice, we are in the process of evaluating all upcoming events. Where necessary, we will switch to remote delivery or will reschedule in-person events. In the event of any cancellations or changes, our team will contact you as soon as possible with further information.

We don’t anticipate any webinar cancellations; however, in the unlikely event we need to rearrange, our CSM team will contact you as soon as possible with details confirming the rescheduled date & time.

If any of the situations below apply to you, please contact your Solutions Delivery Manager (SDM), project lead, or [email protected], and we will advise you on the next steps and organise/advise you on a remote working arrangement if appropriate.

• I have an upcoming consultancy booking and would like to move this to a remote session.
• I would like to move my booking to a later date.
• I need to set up remote connectivity to allow me to undertake my session from home.
• I need to cancel my consultancy day within the next 3 days as our organisation has decided to close our offices.

Note: We have video technology that will facilitate any required time face-to-face. Our consultants will agree with you at the start of the day the objectives and frequency of check-ins. For all pre-existing remotely delivered flightpaths, e.g., Access Expense, TeamSeer, Purchasing, etc., projects will continue as normal.

Contact your SDM, project lead, or [email protected] and we will talk through the different options and how we can help to continue to meet the timescales of your project.

Our preferred approach would be to work with you to try and deliver any services remotely. So in the first instance, please contact your SDM, project lead, or [email protected], and we will make arrangements with you for a remote working arrangement.

Yes, we have video conferencing technology that can support this. Please advise your Trainer of the attendees' names and email addresses prior to your session.

Please contact your Trainer, Project Lead/Sponsor, SDM, Lead Consultant, or [email protected], and we will work with you to arrange an alternative date. All bookings are subject to our cancellation policy[MW1], although we will aim to be as flexible as possible. Our preference will be to facilitate the booking remotely where possible.

Wherever possible, your project will be re-allocated to a different consultant or, in agreement with you, delayed until the consultant becomes available again.

We will review this with you directly to determine the best course of action for your business.

We will review this on a case by case basis, but we would intend that work would not have to be repeated, and no additional costs should be incurred.

Our team is split across multiple locations and can work remotely if necessary. If your staff are self-isolating and working, then we can continue as normal. If, however, your key staff are unavailable due to illness, then we will manage this through our concierge team and plan key training around the availability of existing or new members that need to perform your critical business functions.

We will do our best to deliver concierge service days as planned, these are delivered remotely so we can deliver even if our staff are working from home. Should your nominated concierge person become unavailable, we may need to reschedule with another resource, but we will contact you directly to discuss any proposed changes. Don’t forget we also have online training available for you to use, please contact your concierge if you need a reminder on how to access this.

Should we have an issue with our Cloud Transition Concierge team capacity, we can utilise additional capacity within Access with the relevant skills to be able to support you. In the unlikely scenario that this also is impacted then urgent issues can be raised with our support team. Our support team will not be able to run a full concierge session, but they will be able to help you with “how do I?” type questions. Should we need to execute this backup plan, you will be contacted to let you know how to get in touch with the Support Team. Don’t forget, we also have online training that covers many common topics and queries, which will remain available for your use. Please contact your concierge if you need a reminder on how to access this.

Yes. As your software is now available from a web browser and any device. Your staff will be able to continue to work from home providing they have a suitable internet connection and device. Our software will even work on a tablet. Our Concierge team will be as flexible as possible to accommodate any special requirements during this time. Furthermore, your new cloud software will help you be less dependent on your own IT staff and on-premise software, hardware maintenance.

If you have a whitelist to secure your Access hosted product/solution, you need to contact your relevant Access support team to inform them, and they will be able to make the relevant configuration change.