Keeping our customers up and running during COVID-19

A message from our CEO, Alison Dodd. Updated 19 March 2020

As COVID-19 (coronavirus) continues to impact the global community, we have taken steps to ensure business continuity for our organisation and, of course, our customers.

Based on guidance from the Department of Health (AU) and Ministry of Health (NZ) and World Health Organisation, we have augmented our already robust Business Continuity Plan with specific steps relating to COVID-19 – to ensure that the performance and support of our products will not be impacted.

Our teams are working together to ensure that all business processes and dependencies (including key suppliers) are included in our plans so that any emerging challenges can be managed. If you have a product/solution that is hosted by Attaché, you can rest assured that none of the services will be impacted by the effects of the coronavirus.

It goes without saying that, in the current environment, the health and safety of our employees, customers, and partners are paramount, and we will continue to provide assistance and guidance for our staff while ensuring that our customers can continue business as usual wherever possible.

As the situation continues to develop, we may need employees to work from home. To ensure Attaché can continue to support all our products and customers, we have made sure 100% of our support teams can work seamlessly from either one of our office locations or home. We have increased the capacity of our telephone system so support teams can be contacted wherever they are working using our usual support phone numbers. Across the whole organisation, we have increased the capacity of our remote access systems to cover 100% of staff.

This is an unprecedented time for everyone, and the situation is changing daily. We will provide updates and information as relevant.

In the meantime, you can find more information in the FAQs below.

Support

What happens if my Business Consultant is not available due to illness?

If you are supported directly by Attaché and you are unable to reach your Business Consultant, you can email anz.support@theaccessgroup.com or phone 1300 288 244, #3 (Australian Support), 0800 288 244 (New Zealand Support) or +61 2 9929 8700 (International).

If you are supported by an Attaché partner-consultant or dealership, you can email anz.info@theaccessgroup.com or phone 1300 288 244, #1 (Australia), 0800 288 244 (New Zealand) or +61 2 9929 8700 (International)

Does your Support team have the ability to work from home?

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

Will I experience any changes to service levels as a result of changes you may implement?

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 levels.

What is the best way to contact Support?

If you are supported directly by Attaché, email anz.support@theaccessgroup.com or phone 1300 288 244, #3 (Australian Support), 0800 288 244 (New Zealand Support) or +61 2 9929 8700 (International).

If you are supported by an Attaché partner-consultant or dealership, email anz.info@theaccessgroup.com or phone 1300 288 244, #1 (Australia), 0800 288 244 (New Zealand) or +61 2 9929 8700 (International)

Please also check our Help Centre for a wealth of information that may answer your question. If you can’t find the answer, please contact Support on the details above.

Consulting, Projects and Training

If any of the situations below apply to you, please contact your Business Consultant

If any of the situations below apply to you, please contact your Business Consultant and they will advise you on the next steps and organise/advise you on a remote working arrangement, if appropriate.

  • I have an upcoming consultancy booking that needs to be hosted remotely
  • 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

Note: If you are supported directly by Attaché, we have video technology that will facilitate any required time face-to-face. At the start of the day, your Business Consultant will agree with you the objectives and frequency of check-ins. If you are supported by an Attaché partner-consultant or dealership, please contact them directly for their policy on remote engagements.

Will I be charged a cancellation fee for postponing my planned consultancy day or training?

Our preferred approach would be to work with you to try to deliver any services remotely. So, in the first instance, please contact your Business Consultant or Learning & Development Consultant on anz.training@theaccessgroup.com and we will make arrangements with you for a remote working arrangement.

Can I arrange for my team to be trained from home?

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

How do I cancel my training or consultancy booking?

If you are supported directly by Attaché, please contact your Business Consultant or Learning & Development Consultant. Our preference will be to facilitate the booking remotely where possible.

If you are supported by an Attaché partner-consultant or dealership, please contact them directly for their cancellation policy.

What if my Business Consultant becomes unwell or unavailable?

If you are supported directly by Attaché, wherever possible you will be re-allocated to a different consultant or, in agreement with you, delayed until the consultant becomes available again.

If you are supported by an Attaché partner-consultant or dealership, please contact them directly to understand their policy.

If we have to reschedule a day of consultancy, what will be the impact on the agreed go-live date?

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