Frequently Asked Questions
To support you during this uncertain period, we have implemented measures as part of our continuity plan:
The Covid-19 case management procedure includes steps to identify and escalate, a suspected or confirmed case of Covid-19 infection. This procedure includes provisions for both Telecom Europe and customer/third party locations such as:
WORKING FROM HOME
All our offices are still operating a mandatory work from home policy for all employees able to work remotely. Additional checks and cleaning have been implemented for the safety of all those who need to be on-site.
Any return for the rest of our employees will be carefully planned and managed. We have also implemented guidelines for our employees and partners required to visit customer or third-party sites.
We are able to deliver services for all new customers and attend to all customer faults, including service degradation, subject to access restrictions from customers, building owners or local authorities. Work will only be carried out where our employees or partners can fully comply with safety guidelines.
We provide 24/7 customer support out of our global support and Network Operation Centres (NOC) which operate on business days basis from 9am to 5pm to ensure a NonStop availability of support services to our customers. You can contact our global support center and Network Operation Centres (NOC) by email on firstname.lastname@example.org.