To All Customers and Friends,
In response to the COVID-19 / Coronavirus pandemic and the nationally and state-declared state of emergency, SandStorm IT wants to share the plans and precautions we are taking.
We remain committed to continuing to provide the necessary services and support to all of our customers while maintaining a safe work environment for all of our team members. Therefore, until further notice, we will provide support services remotely for all needs except for Emergency and High Priority needs. This will minimize any physical contact and ensure an appropriate “social distancing” between all parties. While this is standard practice for many of our customers, we are extending this method to all customers until the risks abate for COVID-19.
Below are the standard priority definitions that SandStorm IT applies when assessing the situations reported to us:
- Emergency – Network down or global issues that prevent Customer’s overall operations
- High – Issue that prevents a major function from normal operation but not the entire Customer environment
- Normal – Issue that prevents a significant function but has a workaround solution
- Low – Minor issue that doesn’t prevent a significant function and can be addressed on a planned schedule
We are also asking all customers to report any Normal or Low Priority needs to us by sending a detailed email to support@sandstormit.com. This will create a ticket in our system and ensures that we will be made aware of the issue and need. We will respond to all emails / tickets as soon as practical. As we understand that some of our customers may be working from home or non-office locations, we ask that you include a phone number that we can reach you at for any follow up needs.
If you are reporting an Emergency and High Priority need, you should call our office directly. You will be given the option to leave a voice message that will likewise notify our Support team. Otherwise, you will be connected to someone who can assess your situation and assist with scheduling a member of our team to help with your issue or need.
In conclusion, we want to thank all of you for your understanding and cooperation as we work together through this difficult situation.
With best regards,
Doyle Sanders Jake Sanders Justin Oliver
President & CEO COO VP & CTO