Dear Sir/Madam,
The health and well-being of our employees, customers and partners is very important to IBM.
This is why we carefully follow the instructions and recommendations of international and national health authorities related to the COVID-19 (Coronavirus) situation.
The IBM Service Continuity Plan (“TSS”) is being rolled out as the situation evolves.
This plan includes the following five components, the status of which is as of the time we send you this email:
Answering phone calls:
Each member of the IBM maintenance call center team has the IT and telephony tools to continue working effectively remotely.
Each member works from home and the system is fully functional.
Remote Support: remote technical assistance (“RTS”):
Our technical experts perform remote diagnostics.
They are based in Noisy-Le-Grand, Montpellier and Nice, as well as other countries providing worldwide and 24/7 coverage.
Here, each member of the RTS team has computer tools and a telephone to continue working efficiently from home, when the situation requires it.
Each member works from home in each country where this is necessary and the system is fully operational.
Operations planning:
This unit proceeds by telephone to organize on-site interventions: ordering parts and assigning the nearest competent technician available.
Once again, members of this planning team have computer and telephone tools to continue working effectively from home.
Each member works from home and the system is fully functional.
Spare parts:
Following the delayed resumption of parts manufacturing operations in China due to the Coronavirus, several IBM suppliers are still in the start-up phase, which is having a slight impact on the delivery times of certain components. We believe we can meet the spare parts requests made during the first quarter.
A large number of more sensitive spare parts are on their way from our central stock located in the Netherlands to our French storage center.
Local technicians:
Our technicians are spread throughout France.
In the event that a case of COVID-19 (Coronavirus) occurs within the technical team, the instructions of the French government will be strictly applied and the replacement of this person's activity will be organized.
In addition, if the situation requires:
– interventions will be prioritized according to the level of criticality (vital operator, impact on customer production, etc.);
– a review and updated management of the planned operations will be carried out until certain non-critical operations are postponed in agreement with customers.
Our technicians apply the instructions that our customers apply, as long as they comply with French government instructions and IBM security standards.
To this day, the system is fully operational.
We are alert to developments and will keep you informed of any actions IBM may take.
Be assured of our daily commitment to serving our customers.
We remain at your disposal for any other request.