Operations @ Optima – May 2020 Update
These are unprecedented times. The business community globally, in Canada, and in Ontario is being impacted by the current crisis. In response, both the Canadian and the Ontario Governments have announced certain measures that directly impact our operations.
With this update we want to share with you the actions we are taking to ensure the safety of our employees, customers, partners, and our suppliers. We have adapted our way of carrying out our business activities.
Restarted Activities
As of May 11th, our lab based hardware prototyping has resumed. Some locally contracted custom parts, ancillary parts manufacturing and machined components have been rescheduled to be delivered in the weeks ahead.
Electronic component sourcing is still impacted to various degrees as some components continue to be in short supply or on allocation. Several of our long standing suppliers are facing delays due to impaired manufacturing abilities of their own. Overall the outlook is improving.
On-Going Work
While the staffing level at the office is returning to normal, some of our team members have elected to work remotely for the time being. As we strive to keep all development efforts on track, Optima has decided to continue using virtual team meetings and file sharing/streaming. These have proven to be a very effective set of collaboration tools for our organization. Our hardware and software development teams are and remain engaged and actively working on their currently assigned projects.
Safety First
In line with our “Safety First” principle, we are following the guidelines released by our local authorities. This includes making sure that we operate in accordance with all updated protocols and health advisories.
To protect our employees, we have issued a set of simple guidelines relating to social distancing and hygiene, as well as HR procedures for quarantine and sick leave. Restrictions on travel, sales visits, in-person meetings and guest access to our building remain in place.
Essential Services
Optima has been deemed a critical supplier. As a provider of telecom infrastructure components, our products perform key aspects in monitoring some of Canada’s largest telecom networks. Given our role in provisioning, maintaining or repairing telecom services, Optima has been designated an essential services business under government definitions.
Technical Support
Optima is providing technical support services. However, we have currently restricted travel and site visits. Delivery of certain services will therefore continue via electronic means only. Customers are asked to send all support requests to our main Optima Support e-mail: [email protected].
Customers subscribing to our 24/7 phone support service have been given a special after-hours contact number to be used. Otherwise, leave a voice mail message when calling our regular Optima Support phone line for assistance. Messages will be processed in the order they are received.
RMA Procedures
All RMA requests must be sent to [email protected]. Optima will be prioritizing requests. Clearly designate those deemed critical for priority processing. We are asking customers to restrict critical RMA requests to those cases that directly impact the delivery of essential services. We will provide individual estimates about the expected turn-around times when RMA numbers are issued.
Timelines
We are closely monitoring the latest developments as provincial shutdown orders are being gradually lifted or modified.
Delivery commitments have been adjusted. Our updates factor-in the amount of time lost due to the previous shutdown orders and any delays in restarting operations we encounter. We fully expect that access to locally manufactured components will be restored once all current government stay-at-home orders are lifted.
Optima is resuming regular R&D procedures and ramping up production. Outgoing shipments are being processed in the order in which they were received. Limited shipments will resume on May 18th, 2020. We appreciate your patience and support while we work on normalizing operations.
Outlook
We count ourselves extremely lucky that the whole Optima team and our families remain in good health.
We also want to send our heartfelt thanks to our existing customers. Your continued support is very much appreciated.
In turn, we are committed as ever to finish the current projects as soon as possible during these difficult times. Due to the unforeseen global situation, we had to adjust some delivery dates we had committed to prior to these events.
The health and safety of our employees and their families remains our first and foremost priority. We continue to follow local and government guidelines and will monitor the current situation closely, adjusting our operations and procedures whenever required or warranted.
Ralf Doewich
Optima Tele.com, Inc.