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Impero’s business continuity plan in the wake of COVID-19

03/12/2020

At Impero, we’re watching closely as cases of COVID-19 increase on a global scale, and are reviewing our business continuity plans daily.

We understand that, as a software supplier in the education sector, our plans are likely to factor into our customer’s continuity plans, so this update is to reassure customers and potential customers that we have everything covered and we’re enhancing our availability over this time.

We’re putting together all the processes we need to ensure we can support a large network of remote workers, alongside our UK and US offices, and have the infrastructure in place to ensure our high standards of customer care can continue, whatever happens over the next few days, weeks and months. In fact, following an office refurbishment in January, we’ve already had a dry run for company-wide home working this year so we’re confident that should this happen, business will continue as usual.

Sales and Account Management

Our cloud-based phone system is designed to keep ringing and will route to home-workers where required. New business, account management and customer renewals will continue without disruption. Our product demonstrations and trial installations are already delivered remotely, any schools looking to learn more about Impero’s products will have no issues in doing so during this time.

Support

Our dedicated customer portal is home to a comprehensive knowledge base and allows customers to raise and manage support tickets, access training and read our latest product updates. This portal can be accessed here and will continue to be updated on a daily basis, with any updates regarding Impero’s operation made available to all customers: https://support.imperosoftware.com/support/home

Our support team will remain available throughout this crisis to answer your queries, lend assistance and fix any issues you may have. Like our commercial team, our support agents can work from anywhere in the world and will continue to deliver to the high standard our customers expect.

You can contact our support team by calling the relevant number below or emailing the team:

UK: +44 (0) 1509 611341

US: +1 877-883-4370

FR: +33 (0) 800 917236

Email: [email protected]

Operations

Our operations teams have remote access to everything they need to get you up and running with Impero and can continue with any installations or customer health checks as normal.

Training

In preparation for movement being restricted across the US, UK and international markets, we’ve set ourselves to deliver any meetings and training remotely and have state-of-the-art conferencing facilities in order to deliver this seamlessly. Alongside our comprehensive knowledge base, we offer regular training webinars and remote training sessions that can be booked here: https://www.imperosoftware.com/us/support/

Infrastructure

We are a cloud-based business and utilize the best in communications technology to support our ‘work from anywhere’ ethos. Our systems for customer relationship management, finance, collaboration tools and our product hosting infrastructure are of the best in breed and include Microsoft Dynamics 365, Azure DevOps, SharePoint, Skype for Business, other Office 365 applications, Slack and Zoom.

Contact us

If you have any other concerns during this time, please don’t hesitate to get in contact.

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