11, Patrice Lumumba Road,Airport Residential Area,Accra, Ghana
+233-302 744 030
Customer Portal Login

COVID-19: Notice to Customers and Partners

Due to the growing number of COVID-19 cases across our various geographies, and in line with global best practice advise on how best to curtail this situation, the MainOne Group of companies will like to assure all stakeholders that we are staying safe while working to ensure continuity of our services. As a result of the situation however, we are taking immediate action to lock down our key operations across Nigeria, Ghana, Ivory Coast and Portugal. These actions we believe will ensure the safety of our staff and customers and enable continuous operation of our connectivity and data centre services until normalcy returns. This is part of our Business Continuity Plan to sustain operations with minimal impact to our customers.

 Health & Safety

 The health and safety of our staff, customers and communities are of utmost concern and we are acting in line with global best practices to take precautionary measures to minimize the risk of our people contacting or spreading the virus:

We will shut down our various office locations to non-essential staff and safely accommodate only critical staff at the operational facilities required to keep our services running. This will imply that face-to-face customer engagements and non-critical provisioning activities will be placed on hold. This is in addition to strict adherence to the previous guidelines of no events, no large gatherings, etc.  Please note that our emphasis during this period will be on sustaining the core of our operations and attending to issues on customer or third-party locations may be impossible or take a little longer to achieve, depending on the circumstances.

In addition, for our customers and partners:

  • We are suspending all non-essential visits to all our premises and facilities including tours and routine visits to our data centers and our access procedures have been modified to ensure proper screening at the gates of all our facilities.
  • To make any exception, visitors will need to explicitly advise why they need to visit our facilities including the data centers and why activity cannot be undertaken by MainOne/MDXi staff on their behalf or why the activity cannot wait
  • Should there be a need to visit the data centre, visitors will be required to be thoroughly checked by our security operatives before access will be granted and this may introduce some delays. Customers are required to cooperate with security staff in ensuring proper screening.

Continuous Service

We are fully prepared to ensure that all our services will continue to run seamlessly, and plans are in place to ensure no disruption.

While critical staff will continue to have access to our work facilities in order to ensure we practice social distancing and stay safe in running our operations, all other staff will work remotely from their homes and will continue to engage our customers, partners and stakeholders electronically as may be required.

In order to reduce the burden of visits to our data centers on our customers, all level 1 Remote Hands and Eyes Services (RHES) including replacement of faulty hardware, patching, labelling and re-labelling of cable(s) and cable port swap/reset shall also be free for this period.

In addition, customers are encouraged to utilize our RHES for other advanced level services that may be required. Request for such services can be made by sending email to gnoc@mainone.net or through the customer portal https://portal.mainone.net

We want to assure all our customers that we expect services to continue to run normally and that we are equipped with all necessary spares and operational consumables and skilled to perform first and second level maintenance on all critical equipment. Arrangements are also in place with vendors should third level support be required on an emergency basis. However, these measures are on a best effort basis as we hope that the impact of the crisis continues to be manageable across different elements of our network and services delivery platforms and those of our local and international partners.

We appreciate your understanding and cooperation throughout this current and evolving situation. We will continue to closely monitor this situation, respond appropriately and keep you informed on any significant changes to these procedures. You can always visit our website at www.mainone.net , www.mdx-i.com or contact your customersupport@mainone.net for more information on our commitment to continue to support your businesses during this critical period.

Related Posts