Covid 19 partner and customer update

Notice to our customers and partners

We hope that you are well and staying safe. Following the latest government advice, and the unprecedented circumstances we all find ourselves in, we are writing to advise that ITS, like all other telecommunications and essential infrastructure businesses, have reviewed its practices in view of the situation with COVID-19.

First and foremost, our priority is to keep customers, staff and engineers safe, as well as ensuring ITS connectivity solutions continue to be up and running to support your needs in these challenging times.

Currently, we are still rolling out our full fibre builds and connecting services where it is safe to do so for essential services, including blue light, critical national infrastructure, and for customers that are categorised as critical to the government’s COVID-19 response.

This week BT Openreach declared a Matters Beyond Our Reasonable Control (MBORC) which affects some of the networks that we operate and a small proportion of our customer connectivity solutions. It means that works deemed as non-essential by the operator and others that use its infrastructure, including Talk Talk and Sky, will be beyond our control to support, maintain and repair and may mean we have to invoke ‘Force Majeure’ conditions in our contracts. However, should you as a customer, or if you have a customer that is deemed to be critical as per the government’s definition, we have the ability to escalate as appropriate.

If you are directly affected by this, we will be in touch to discuss it and let you know if we perceive there to be any issues in the short-term during this difficult time.

This remains a fast-moving situation and the company policy and processes may continue to change in the forthcoming days, weeks and months. We will continue to keep you updated on any further changes.

As I have already said, our priority is everyone’s health; to protect our staff, customers and partners. If you have any queries, please don’t hesitate to get in touch. We are here to help and we would also like to understand any challenges you may be facing.

Yours sincerely

Daren Baythorpe

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