COVID-19 Supplier Delays & Relief

COVID-19 DELAYS & RELIEF

READ BELOW TO LEARN MORE ABOUT CURRENT DELAYS IN OUR INDUSTRY

California is on a stay in place order and Comcast is unable to complete construction as it's considered non-essential under the order

SUPPLIER

ISSUE

DETAILS

California- USA Construction on hold until further notice - UPDATED 3/23

Not supported: New smarkoffice, WiFi pro and BVE professional installations will NOT be offered at this time. Sales teams have been instructed to pause these sales. They are also not offering any multi-product combinations with video. NOTE: Current BVE orders are delayed for install

USA Not supporting some services at this time - UPDATED 3/26

Note from CTL: Do not offer full install if self-install is available. Effective immediately, full tech installs are not to be issued on technologies that do no required them. Systems are being updated to remove the tech install options when it is not required. Due to Covid-19, this is being done to protect the health and safety of both our customers and our tehnicians. "We are working to have a Technician dispatched to install the Centurylink Equipment, However, with the threat of the COVID-10 Virus, we want to do all that we can to protect you and our technicians, we cannot dispatch the Technician until the following has been verified by you: With the state of CA having a “shut in order”, will your site still be open? Can you please provide the name and contact number of the person who will be onsite to give our Technician access? The Technician cannot enter the facility if anyone in the facility, within the past 3 days (i) is or has been confirmed positive or presumed positive for COVID-19, (ii) is waiting for results of a COVID-19 test, (iii) has COVID-19 symptoms – specifically, a fever, shortness of breath or cough, or (iv) is under a doctor’s order to self-quarantine or self-isolate due to COVID-19 or recent international travel. I know your safety and those of your employees is important to you, and I want you to know that none of those concerns that I listed are applicable to our technicians either. Can you please confirm that none of these scenarios apply? Please validate that the contact meeting at the site has not traveled in the last two weeks and are showing no symptoms of the COVID 19 virus.

USA Guidelines on how to handle Covid-19 - UPDATED 4/10

We have increased the capacity and resiliency of our network in each of our global regions and will continue to monitor our network utilization, performance, and availability. We are also working closely with our carrier network partners to react quickly to any disruptions outside of our environment. In anticipation of increased demand, we dramatically increased the compute resources across the platform and have added further capacity to respond to other emerging needs. We have also identified several targeted software and configuration changes that allow us to quickly address additional demand. We have been deploying improvements to our production environment on a daily basis and will continue this throughout the crisis. To ensure your customers have a consistent experience with Fuze, we are asking that all customers upgrade to the latest version of Fuze Desktop 5.16.1 to receive the benefits of new features, defect fixes, and performance improvements.

USA Delays expected due to spike in usage - UPDATED 3/24

USA Installations in-person are restricted by state laws - UPDATED 3/27

USA Not selling Network services at this time - UPDATED 3/26

USA Circuit installs are delayed about 10 days - UPDATED 3/26

USA Possible delays due to COVID-19 - UPDATED 3/26

USA Possible delays due to covid-19 (ties into Comcast delays - UPDATED 3/27

Customers are being asked to use the Smarthands service if they need something done at their racks

USA Limited access policy being instated in all data centers - UPDATED 3/27

"Many electronics companies are back ordered on their products which may affect turnaround time on hardware orders needed for services. For our carrier partners who send technicians needed for installation and test/turnup, we have had reports that several of them so far have either added additional health policies which may impact installation times, or have stated that they cannot send technicians on prem at this time. This is all on a case-by-case basis as we use 80+ carrier partners. "

USA & Canada Solutions requiring hardware or a physical technician are delayed - UPDATED 3/27

If you require urgent and critical access to the facility, please open a case via the Customer Portal to submit an appointment request. You can also contact Flexential Customer Support at 833-264-3539 or email support@flexential.com.

USA All facilities and data centers are closed to everyone except Flexential employees - UPDATED 4/1

Any installs that require an onsite ILEC Tech are running 1-2 weeks past regular intervals. Services that do not require an ILEC Tech (POTS Conversions, Hosted, SIP, ect) are running a bit ahead of schedule due to slightly lower order volumes.

USA Any installs that require an onsite ILEC Tech are running 1-2 weeks past regular intervals. Services that do not require an ILEC Tech (POTS Conversions, Hosted, SIP, ect) are running a bit ahead of schedule due to slightly lower order volumes. - UPDATED 4/2

This varies by state requirements, and technician needs when it comes to fiber and needed a last mile provider.

USA Business as usual, but underlying carriers may have delays on installs - UPDATED 4/3

This varies by state requirements, and technician needs when it comes to service.

USA Possible delays due to COVID-19 - UPDATED 4/3

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USA Allowing self installs on some services for the time being - UPDATED 4/7

Taking a few days to get those free kits installed due to demand, and you may see some response delays during heavy traffic times.

USA Free Kit remote device management is delayed - UPDATED 4/10

For that reason, our technicians will contact customers prior to arriving for scheduled appointments to ask questions concerning heatlh and travel. We have asked our technicians to not enter the home or business of any customer who has: been sick or quarantined, traveled to a high risk Level 3 country in the last 14 days, or has been in contact with someone confirmed positive for coronavirus or who has traveled through a high risk country in the last 14 days

USA To accomplish that balance, we’re providing our field technicians with new policies and procedures so they feel comfortable serving customers at their businesses and in their homes, while delivering on our commitment to service. - UPDATED 4/10

CHECK BACK LATER FOR MORE UPDATES

(Depending on which state is shut down, and their guidelines) "We are not having any pricing delays. Installation delays are again subject to the local restrictions. For instance, New Jersey is in full shutter mode and we cannot legally deploy installers unless considered an emergency. We have several licenses that can be deployed remotely however as a stop gap until restrictions are lifted."

SCROLL TO RELIEF

COVID-19 RELIEF

USA UPDATED - 3/23 Might suspend billing on TV for Bars and restaurants in states with required closures MORE INFO TO COME

USA UPDATED - 3/26 Will not disconnect services or assess late fees if you let them know you can't pay CONTACT THEM TO GET THIS DONE

USA UPDATED - 3/26 Late fees will be waived for customers who are unable to pay their bills This will avoid service interruption.

USA UPDATED - 3/27 Billing extensions for clients that are unable to keep up with their current charges Also offering month-to-month for services needed on a short term

USA UPDATED - 4/10 Allowing customers to defer payments during this time CONTACT THEM TO GET THIS DONE

USA UPDATED - 3/27 We are evaluating customers who are experiencing financial hardships.

USA UPDATED - 3/27 Customers need to call into Customer Service to discuss payment deferrals or other payment programs.

Canada UPDATED - 4/6 Case by case basis, offering payment deferments They need to reach out to their account rep, directly to billing, or to Josh Enoch.

USA UPDATED - 4/9 Allowing customers to scale services down at this time, and crediting months as needed (will not make them true-up payment on months, if this is approved)

USA UPDATED - 3-27 Custmers can contact Net2Phone to discuss

USA UPDATED - 3-27 Contact them for more details. They can scale services down too - ICB basis

USA UPDATED - 4/10 Case by case basis, offering payment deferments

USA UPDATED - 4/10 Allowing customers to defer payments during this time CONTACT THEM TO GET THIS DONE