Is IT support for companies "essential services"

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1101

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#268544 25-Mar-2020 11:05

With the lockdown, is IT support for companies an essential service ?
If a company server goes down or offline, are we allowed to go & fix the issue.

Had this just yesterday , it it had happened on Thursday , then what? (faulty network switch took down 1/2 their network, so 1/2 the satff couldn no longer get remote access )

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#2446102 25-Mar-2020 11:13

If your IT support company deals with an essential service then yes its classed as essential

https://covid19.govt.nz/government-actions/covid-19-alert-level/essential-businesses/

Any entity involved in the production, supply, sale distribution or disposal of electricity, gas, water, waste water (eg sanitation), waste (eg rubbish collection), fuel, telecommunication services, and any entity that is contracted by these entities
News (including news production) and broadcast media
Internet service providers
Any entity that provides maintenance and repair services for utilities and communications, including supply chains
Any entity supplying services to an essential workplaces that are required for the safe operation of that workplace (e.g. cleaning, security services)

Any entity that provides maintenance and repair services for utilities and communications, including supply chains<< This is where IT fits mostly

timmmay

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#2446105 25-Mar-2020 11:19

If you provide services to organisations that provide essential services then yes. My company supports many departments and services that provide essential services, we're open for business and even people in the office as required, and we're flat out and I hear even still hiring.

Otherwise, no, you're not essential.

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#2446109 25-Mar-2020 11:26

We're effectively same as timmmay - we support banks, logistics companies. So we're still running supporting clients where needed. But if its in-house for a non-essential company, then Id say no.

XPD / Gavin

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#2446110 25-Mar-2020 11:29

*Puts hands up*

Same boat.

Look after a few big names. Many of them part of the chain in some form or other. So where people can are at home on remote support/answering calls. Or based at home/empty office for on-call onsite requirements while thinking about all the pies our fingers could end up in and how to avoid. Makes for big brain drain

Reckon the last few days have been epic busy for most of us in that spot no?... 1 day of work (Sat-Mon) to stand stuff up and do some epic DR work.

1101

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#2446183 25-Mar-2020 12:22

We are IT support a few Essential companies , but most of our corporate clients arnt essential.

So IT can only go onsite for Essential companies , but NOT for clients who arnt an essential company ??

Not sure why booze is an essential service but IT support not..... Priorities :-)
Work from home needs IT support to function (when things break at the head office)

I suspect, if our important clients have a major issue , we'll be going onsite regardless of the clampdown .
It only takes a power cut to leave a company effectively offline , not everything auto restarts properly when the power comes back up.

networkn

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#2446193 25-Mar-2020 12:34

Dear Partner,

As HP is not classified as an essential service by the New Zealand Government, we are required to comply with the self-isolation directive.

However, we are considered part of the IT Support and Supply chain to the essential services. What this means is HP standard warranty repair support for any non-essentialservices will be impacted.

What will be impacted:• All consumer customers repairs• All commercial customers that are classified as non-essential repairs

What will not be impacted:• All remote support solutions• Repair support for essential services

HP will continue to ensure we have support coverage for the essential services throughout the country and continue to enforce all safe working protocols for our staff andour partners.

We have several customer devices currently at our Service Centre and we will be contacting all these customers to give them the option to have their device returned to themor put into a secure holding facility.

If you are a Channel Service Delivery Partner, all GCSN orders will be fulfilled as per normal, to enable you to support any essential services.

As always, if you have any questions, please talk to your Manager.

If HP can't be classified, then the chances of your average IT person getting exemption are non-existent.

Basically, as has been indicated, if you are servicing an essential services customer, you can attend onsite, otherwise don't.

I expect MBIE to hand out significant penalties for breaches.

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BlakJak

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#2446211 25-Mar-2020 12:47

Right at the top:

https://covid19.govt.nz/assets/essential-services-list.pdf

"Entities and their workers carrying out the following services are considered essential. This also includes entities in their supply chains (eg those providing IT and data infrastructure to an entity providing an essential service)."

No signature to see here, move along...

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#2446226 25-Mar-2020 13:05

We have normal helpdesk running with us all set up at home.

But only on-site support for essential services is what we are saying to clients - mostly medical practises for us.

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#2446266 25-Mar-2020 13:36

1101:

So IT can only go onsite for Essential companies , but NOT for clients who arnt an essential company ??

Yes. And there is ZERO ambiguity around this. it is incredibly clear.

MikeB4

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#2446272 25-Mar-2020 13:40

I am providing IT support for my wife as she is still working as she is part of an essential service. I am doing at home as she is working from home. It also involves catering, laundry and emotional support on no charge contract dammit.

Here is a crazy notion, lets give peace a chance.

nztim

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#2446310 25-Mar-2020 14:21

Fellow IT vendors, PLEASE PLEASE PLEASE work remotely, use your remote access/vpn tools, and whatever else you need to work remotely - Even if your client is an essential service, wherever possible do the work remotely

I cant urge you to do this anymore than that

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.

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mrdrifter

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#2446454 25-Mar-2020 16:20

Yep working remotely, my primary clients are all at the top of the essential services list and most of our work is being handled remotely. For the very few that we might need to be onsite for they are operating lists of approved personnel, no one else is getting in.

clinty

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#2446633 25-Mar-2020 20:18

Additional decisions and exemptions – updated 7 pm, 25 March 2020 ( from COVID19 - Essential businesses )

Critical support services to ensure businesses and workers can continue working from home are considered to be essential. This includes functions such as IT and Payroll.

The entities listed above can continue to operate premises but must put in place alternative ways of working to keep employees safe, including shift-based working, staggered meal breaks, flexible leave arrangements and physical distancing.

If you have any queries around essential services you can get in touch with our team at 0508 377 388 or email essential@mbie.govt.nz.

Clint

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#2446636 25-Mar-2020 20:19

However am still intending on not attending any sites unless absolutely necessary :)

Clint

redherring

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#2446652 25-Mar-2020 20:35

Of course we’re essential and part of that is obviously supporting anyone who can work from home. But use your brain. You’ve spent years building and working on remote desktops, VPNs, video conferencing, screen sharing and remote admin tools. So now use those to do your job and stay home (unless the switch or server dies of course)

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