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Customer Notification: Covid-19 Coronavirus Service Continuity Plan

*Updated 25th March.

 

Dear Customer,

Following recent government updates, we would like to reassure you that Avery Weigh-Tronix is continuing to operate as normal with the servicing, repair and calibration of both weighing and metrology equipment.

As the safety of our employees is of paramount importance, a number of measures are in place across our business to allow us to continue to operate safely. We understand that many of you are operating in industries which are critical to the UK supply chain. Our aim is to continue to support you with as minimal disruption to your service as possible.

To ensure resilience across our team, apart from our service engineers, key production and operations staff, all other employees are now working from home. This includes members of our Service Response Team who are ready to take your call, should you need us. Every effort has been made to create awareness around appropriate actions to limit the risks of Coronavirus amongst our workforce, including regular handwashing, work area sanitation and social distancing. All our employees have been requested to follow the government and NHS guidelines on self-isolation if either they, or a person they live with has displayed any Coronavirus symptoms. We have also requested the adherence to the travel advice outlined by the FCO in the UK and the DFA in Ireland for all our employees and contractors and all non-essential business travel has been postponed.

As an Avery Weigh-Tronix customer, you benefit from a national team of 150 service engineers. This means that should an issue of geographic absence arise within our team; we will continue to maintain your support from our pool of national engineers. Although we are not currently seeing a risk in our performance against our contractual obligations to you, should we be in a situation where our service becomes restricted, we will narrow our technician focus to repairs, emergency visits and calibrations, in order to maintain your product uptime and ensure your compliance for core quality procedures.

Our service engineers have been advised to act in guidance with our customer’s own continuity procedures and maintain strong hygiene regimes while on customer sites. We will be contacting you prior to all appointments so you can keep us informed of any new procedures you may have implemented since our last visit.

We have also asked that our engineers are mindful about taking social distancing measures, we ask that you please take this into account when greeting, inducting and registering them on site, as well as in their working environment. In addition, we understand that many of you will be wary of using our hand-held devices to sign off work carried out. Our engineers will work with you to find another method of capturing your signature or purchase order, which does not involve contact with the device.

If you have concerns over our engineers attending site, but still have a critical need for calibration and repair, Avery Weigh-Tronix have a return-to-base laboratory which will provide an efficient turnaround for your equipment.

The equipment will be returned to you having been fully sanitised before leaving our site. If you are interested in finding out more about this service, please speak to one of our team members on 0845 900 22 44.

Our Calibration Select laboratory remains open with all collection and drop off options operating as usual, but with new social distancing measures in place including isolation of the laboratory area for technician use and additional sanitation regimes.

We are requesting that where possible, all site meetings with our Account Managers are conducted over video conferencing or telephone call. If face to face visits are required, then we ask that social distancing is maintained and that a minimal number of people attend the meeting.

We continue to monitor our stock levels of both product and spare parts daily and still believe our supply chain to be robust and in our control. Most of our stock comes from other Avery Weigh-Tronix facilities and, at present, we see no interruption to the availability of parts or products to our customers. We are continuing to review our core stock supplies daily, and should a change in our situation occur, we will be able to notify you again with our updated contingency plan.

As we continue to receive regular government updates regarding the Coronavirus status, we will be working closely with our partners to ensure you are informed of any changes to our business continuity plan. Until then, we will endeavour to provide our usual high level of service and should you have any further queries regarding our support during this time, please do not hesitate to contact us on 0845 900 22 44.

Yours sincerely,

Pam Shields
UK Business Unit Manager - Avery Weigh-Tronix