Coronavirus Covid-19 Special terms & conditions – during these difficult and volatile times
Effective commencing 26th March 2020
Given the distressing and unfortunate situation that we are all currently in, we will reluctantly be suspending all SLAs and planned delivery dates for all clients work and alongside our partners, will now be taking a ‘best effort’ approach.
For some businesses this may be worrying, but as you are aware these are unprecedented times, and we’re working hard with our supplier partners and personnel to ensure that we do the best that we can for all clients. Should we find ourselves in an unforeseen situation where we are short of personnel for any reason, then we will prioritise daily/ regular response fulfilment and insurance renewals.
Government curbs on movement and social interaction have resulted in key suppliers (eg Xerox - who maintain our digital and laser printers) currently restricting maintenance visits provided there have been no Coronavirus incidents on site.
Royal Mail have brought forward collection times to between 12noon and 4pm (normally earlier within this period) – rather than the normal 3.30/4pm – meaning that mailings could have to be despatched the following day.
Our communications and internet provider has advised that faults and service resolution times are likely to be delayed where any repair activity involves engineers inside client premises and due to other critical work being prioritised.
Our own staff resources are also reduced as workloads start to dry up and we have had to reluctantly lay some staff off on 80% pay under the government staff retention scheme. Indeed we anticipate that various production areas will start to be mothballed one by one as we run out of work in some areas, as many jobs have been cancelled and new jobs are not materializing as many of our customers are retail or tourism. Beyond the next two weeks visability, it is most likely that we will go forwards and only operate a skeleton resource that only handles daily response fulfilment and insurance renewals.
How could this impact our customers?
Orders in progress
Bespoke orders in progress may be delayed – but the good news is that we will try to complete all current orders.
New orders
We will only accept new bespoke orders where we believe that we have the necessary resources (although delivery dates may be delayed).
On-going daily response fulfilment and insurance renewals
We will maintain business as usual.
Invoicing and Payment
Work done will be invoiced to any respective stage of production. Normally this is when a project is complete. But, in the event that we cannot complete production then the client agrees that all work done MUST be paid for even if we are prevented from completing it due to government or supplier (maintenance) or other restrictions beyond the control of DMPrint Ltd.
These are difficult and volatile times. PLEASE try to remain calm and professional and understand the enormous difficulties and uncertainties that we face. Thank you for your continued support.
Keep safe ----- and apart. Best regards,
Tony