Dear Client
All our lives and businesses are changing in response to the COVID-19 pandemic. It is an uncertain and unprecedented time for everyone and our concern is always first and foremost the health and safety of our employees, customers and partners.
We know you rely on our services to enable your day to day business and I wanted to personally update you about the operational plan we now have in place to continue to provide the same level of service in the coming weeks and months.
Our operational team has worked together in response to the latest updates from around the world, implementing our contingency and continuity plans, and ensuring our readiness. We are equipped to provide uninterrupted service across our product range.
We are closely monitoring and following guidelines set by national, state and local government agencies to limit any risk to our employees, customers and partners. Many of our employees around the world are now leveraging technology to work remotely in order to maintain normal business operations.
We’re postponing our immediate in-person events while turning others into virtual events and are continuing to advise our employees regarding staying healthy and self isolation requirements.
Ongoing support
Notwithstanding increased demand on our support services, we are working hard to uphold our usual service and support levels and aiming to resolve your queries quickly and efficiently.
Our support channels, Email ([email protected]), phone and our FE fundinfo Customer portal are open and ready to receive your requests and queries during our regular business hours (00:30 to 18:00 GMT). However, we urge clients to consider using email or the customer portal instead of phone support where possible.
System continuity
All FE fundinfo services are provided in a highly available configuration using multiple sites in an active/standby load-balanced configuration.
There is no requirement for staff to be present at premises, as all services needed are accessible by VPN connection or over the internet in certain cases so we are confident systems will continue to run as normal, despite the fact we’re experiencing higher usage volumes than usual.
Finally, I want to thank you for continuing to trust us to support your business during these uncertain times.
If you have any further questions, don't hesitate to contact your usual FE fundinfo representative.
Best wishes
Hamish Purdey
CEO
FE fundinfo
