Dear Customers,

Without question, COVID-19 is disrupting day-to-day life around the world. We share your concern about the health and well-being of your families, communities, colleagues, and the businesses you and your customers are running. We are committed to protecting and supporting our customers and partners, and through any challenge that comes.

Between new security threats and a shift toward remote work, we wanted to share a few important notes as they may be helpful as you navigate this unprecedented situation.

  • Audio & Video Conferencing – FBI Warns of “Zoom-Bombing”
    • In recent news, you may have seen that the FBI warns of teleconferencing and online classroom hijacking during the COVID-19 Pandemic.  Reports of VTC hijacking (also called “Zoom-bombing”) are emerging nationwide. The FBI has received multiple reports of conferences being disrupted by pornographic and/or hate images and threatening language. The FBI recommends exercising due diligence and caution in your cybersecurity efforts. The following steps can be taken to mitigate teleconference hijacking threats:
      • Disable “Join Before Host” so people can’t cause trouble before you arrive.
      • Enabling “Co-Host” so you can assign others to help moderate.
      • Disable “File Transfer” so there’s no digital virus sharing.
      • Disable “Allow Removed Participants to Rejoin” so booted attendees can’t slip back in.
  • Avoid Coronavirus Scams
    • Here are some tips to help you keep the scammers at bay and to protect your computer from viruses:
      • Hang up on robocalls and don’t press any numbers.
      • Ignore online offers for vaccinations and home test kits.
      • Know who you’re buying from. Online sellers may claim to have in-demand products, like cleaning, household, and health and medical supplies when, in fact, they don’t.
      • Don’t respond to texts and emails about checks from the government.
      • Don’t click on links from sources you don’t know. They could download viruses onto your computer or device.
      • Watch for emails claiming to be from the Centers for Disease Control and Prevention (CDC) or experts saying they have information about the virus.
  • Remote Access & Internet Constraints Due to COVID-19
    • With the influx of people working from home and families across the globe are staying in steaming and using internet services, problems have started to arise across several internet service providers. We have seen a higher level of impact ranging from dropped connections to slow downloads or loss of video feeds, especially for those who use RDP or VPN services to access their workstations or servers at the office when working from home. These issues vary by region and time of day depending on traffic patterns along with the infrastructure of your home network. Our engineers have seen this become more common and the issue has been a popular topic within the MSP industry. As ISP’s improve their infrastructure to support the influx of internet usage, we advise that those who experience issues at home during this time to contact their ISP to report the issue. Rebooting your home modem and router may temporarily improve your connection but is not guaranteed.

Our COVID-19 Policies (updated as new information becomes available)

  • Working From Home
    • Although our business is considered essential during this pandemic, as of March 23rd I have ordered all personnel to work from home. All of our staff are properly equipped to do so. Shipments and mail deliveries are being handled by a designated individual on our team to facilitate at the office.
  • On-Site Support Visits
    • To continue our best efforts to protect our customers & staff, we continue to limit our on-site visits. For any non-urgent on-site needs, we will work with our clients to schedule off hour work to be performed, or during a time period where it’s safe for our team to come on-site.
  • Helpdesk Support Requests
    • Over the past few weeks we have received higher than usual ticket volume for remote access requests and work from home setup support. Our helpdesk technicians, system and network engineers alongside other support tiers have collectively made it a priority to step in and handle these requests as a team apart of our all hands on deck disaster recovery plan. We appreciate your patience and understanding when placing a support request to our helpdesk system. For urgent requests, please make sure “URGENT: “ is included at the beginning of the email title.
  • Potential Order Delays
    • Hardware Orders
      • We are still experiencing product constraints and extended delivery times. At this time, we can’t guarantee stock availability & delivery timeframes when orders are requested. Our vendors & distribution partners are still encountering delays restocking equipment, such as computers, servers and other equipment. While the impact varies by vendor, the disruption will likely continue into early May.
    • Software Licensing
      • We have seen improvement in software licensing orders and we are no longer expecting large delays when placing software orders with our vendors/distributors.

Whatever you need in terms of resources, support, or solutions, please don’t hesitate to ask. We are here to help! Please email with your support request and our technicians will be in touch to you to assist.

If you have any questions, please contact your account representative or myself directly.

Best regards, Kevin Anderson, President

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