TuWay Communications COVID-19 Update
To our valued customers and partners,
As the situation around the COVID-19 / Coronavirus continues to evolve, the management team at TuWay Communications felt it was important to provide our customers with the precautionary measures we are undertaking to protect our customers and employees.
We are committed to supporting the mission-critical nature of your operations, and appreciate the trust you place in us to maintain those operations every day. TuWay is in a strong position to maintain continuous business operations and we do not anticipate any interruptions to the support we provide each day. Our management team is monitoring the situation on a constant basis, and by utilizing guidance from the World Health Organization, the Centers for Disease Control and Prevention as well as local and state health departments, we are making modifications to our operations to ensure continuity as normal as possible during this very fluid situation.
All of our employees have been advised that if they feel ill, exhibit symptoms consistent with the Influenza or COVID-19 virus, or may have been exposed to someone who has, they are to stay home from work immediately and to contact their healthcare provider for guidance. These individuals will be required to, at a minimum, self-quarantine until released by a healthcare provider. Furthermore, all business travel has been suspended for employees until the situation improves, with an aim at reducing exposure to our employees and customers from the virus.
TuWay Communications will continue to provide support and proactive monitoring of our customers’ systems throughout this event. If possible, we will utilize existing remote capabilities to investigate and resolve customer issues, and will only dispatch to a customer site if absolutely necessary to resolve the issue.
Prior to dispatching any field resources, we will notify the appropriate customer contact for the site to see if there are any restrictions for site access by our technical staff, and will abide by these restrictions. For minor issues, we may request deferral on support until the COVID-19 situation improves. We are also tracking and documenting the locations visited by each of our field resources, in the event this information is necessary.
All of our technical staff have been cross-trained on many of the technologies installed in our customer base today and we are monitoring the status of the support partners we utilize to ensure they are also able to support our customers in the event it is necessary. We are also evaluating remote work strategies to gauge the effectiveness of diversifying the working location of our staff, while balancing the ability to support our customers.
Our Network Support Center (“NSC”) will continue to operate around the clock, every day, to provide the first line of support to our customers by monitoring these critical systems and providing notification in the event of an alarm or service need. We have restricted access to the NSC to essential personnel only, and have backup staff available for support if needed.
Effective immediately, we are also restricting access to our facility to allow only employees and essential vendors into the facility until further notice. If you require access to our facility, please contact us for assistance and we will work with you on a case-by-case basis. Other strategies to protect against the spread of COVID-19 include frequent disinfection of common surfaces and reminders to follow common-sense personal cleanliness measures to reduce the spread, in accordance with CDC and WHO guidelines.
While it is difficult to plan for every possible scenario this situation may bring, we are committed to two paramount missions – (1) supporting our customers and (2) protecting our employees. Every decision will be made with these two goals in mind, and our management team will adjust and provide updates to all affected as necessary and appropriate.
We appreciate your ongoing support and understanding as we take the necessary steps to support and protect our valued customers and employees.
William E. Landis
President and CEO
Arthur F. Taschler, Jr.
Chief Operating Officer and Treasurer