Posted on: Mar 18, 2020 11:36:49 AM
March 18, 2020
Dear Pinnacle Telecom Customer,
Pinnacle Telecom has taken steps necessary to ensure the safety and well-being of our employees and community of customers and partners. This message is to update you on our plans related to the evolving challenges presented by the COVID-19, or coronavirus, situation. We will strive to maintain the availability, quality and value of the services we provide. The health and well-being of the people and communities we serve are our highest priorities.
We will actively implement measures to ensure service and safety for our customers. We are following guidance from the CDC and continually evaluating best practices within our industry as new information becomes available. We have business continuity plans in place to make sure you experience no disruption in service or access to reliable internet and phone services. Actions we are taking include:
Network Capacity & Reliability:
o We anticipate increased usage of our network as businesses ask employees to work from home, as schools either cancel classes or shift to distance learning, and as people generally opt for in-home activities instead of going out into the community. Our network engineering and operations teams are taking necessary steps to ensure our network has the capacity and reliability to accommodate increased use during this time;
On-Site Technician Visits:
o We are following CDC guidelines to avoid unnecessary personal interactions and will be working to resolve service issues by phone whenever possible;
o Currently we are experiencing no interruption in service visits to customer homes and businesses, and we are implementing new protocols to ensure these visits are safe for
our employees and our customers. In the future, these in-person technician visits may be limited if CDC or governmental guidance recommends or mandates us to do so; and
Employee Prevention & Safety Measures:
o The well-being of our employee family is critically important to our ability to continue to serve you. We are working around the clock to implement CDC-recommended prevention measures in each of our locations. These measures include increased cleaning and sanitizing, travel restrictions, cancellation of large gatherings and implementation of remote work arrangements as necessary;
o We will quarantine any employee who has been knowingly exposed to the virus or develops symptoms. We have implemented processes and procedures to enable many of our employees to work from home should that become necessary.
o We have increased employee communication to ensure they follow personal preventative protocols, and are adopting more flexible leave policies to ensure employees don’t feel compelled to come to work if they, or a family member, are affected by the virus.
We recognize this virus outbreak is an unusual and concerning situation. Please do not hesitate to contact us 479-494-0300, or at firstname.lastname@example.org. Thank you for the privilege of serving you.