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TOTAL WEB SOLUTIONS - COVID-19 STATEMENT

Update: 17th June 2020

We are pleased to inform merchants that have taken advantage of the 90 day EcomMerchant account suspension, that we will be extending this suspension period, if required, on a rolling 30 day term. This means merchants who wish to start using the service again can do so or continue to take advantage of the suspension. Please note however once merchants have re-enabled their account we can no longer offer the suspension again at some later date. The sales department will be in touch to ensure you are aware of this update in due course. Some merchants such as Gym's, Restaurants and Pubs are likely to remain closed short-term and therefore we wanted to offer merchants the ability to keep their payment facilities active until such time where they are in a position to start taking payments again.

Stay well.

M. Vukasinovic
Director & CEO.



Update: 3rd April 2020

For merchants of the First Data Acquiring bank they have offered merchants the following assistance:

As a top priority, First Data is providing immediate financial relief to merchants. They will be waiving all Minimum Monthly Charges, Minimum Gateway Transaction Fees and Clover software and app market fees for the month of April to give merchants some breathing room. There’s nothing merchants need to do as First Data will manage the process for merchants and you will receive your April statement from First Data as normal with the fees removed.

Please note this is the only acquiring bank that has offered any assistance so far and we will update this page if anything changes.

Stay well.

M. Vukasinovic
Director & CEO.




Update: 1st April 2020

To update our customers on the continuing crisis and how we are handling this we have released the following new statement.

Total Web Solutions is continuing to provide business critical Internet services as usual. Our service remain fully operational and like other businesses we have seen a downturn in trading activity but we very much remains a going concern. We are continuing to provide support for all services by phone and email and will endeavour to provide assistance where possible to our usual high standards.

We appreciate a number of businesses are suffering the financial impact from the measures the government has taken to protect life above that of business. Whilst their decision is necessary it does not help with the continuity of millions of businesses in this country. We like all commercial enterprises have overheads and we can only continue to service the needs of our loyal customer base by paying our suppliers, in particular our network infrastructure. If you are having trouble paying us then we will have trouble paying our suppliers and so on and so on. Thus, your first port of call is not to ask your suppliers for your service for free but to instead use the channels provided by central and local government to financially assist your business during this crisis. The assistance packages provided by government are extensive and most business will be able to continue to operate should they take advantage of them. We accept there maybe cut backs to be made in order to remain operational but that is the nature of business in good times and in bad. There are some links to government assistance websites below. If you are still struggling then we can suspend certain services for a maximum period of three months for those businesses in contract however we will not be able to provide services free of charge.

We very much hope you and your family stay healthy and your business does too.

Stay well.

M. Vukasinovic
Director & CEO.




23rd March 2020

As a business we have already emailed all our customers to offer advice on ensuring their services remain operational with us during the crisis. We now want to elaborate on this and inform customers on how we have prepared to continue to provide our service to the highest capacity we can. Below we will outline the measures that will come into effect week commencing 23rd March 2020, to allow us to continue to service your needs:

  • Introduction of home working for employees. We have provided laptops and VPN connectivity to employees to allow them to continue to provide key services to our customers in a secure manner. Telephone sales/support will remain in operation.
  • Key systems personnel have been issued with letters of authority to ensure they can access the Data Centre and office.
  • Calls are being re-routed to staff mobiles so calling the business will still ultimately reach staff from the phone system.
  • Additional sanitation measures have been put in place in the office environment.
  • We have serviced critical equipment such as Power Supplies and Generators.
  • Visitor access has now been denied until further notice.

Total Web Solutions is a business that is considered critical to the national infrastructure and its employees are recognised as key workers. We will do everything we can in our power to ensure we continue to provide critical services such as connectivity and payment services. We do however require cooperation from our customers so please accept that we will not be operating at full strength. This will mean that response times to issues will be longer than usual and should you be in contact with a home worker then expect background noise that you might hear in a family home.

Lastly we are unable to offer free services to customers during this crisis. We have ongoing infrastructure costs and have not been offered any financial dispensations from our suppliers or for that matter by the government. We will continue to monitor the governments fiscal programs for changes and we will of course inform customers accordingly should there be any assistance that they could benefit from.

If you are struggling to make payments for services please contact Sales to discuss as services will likely be suspended otherwise.

Stay well.

M. Vukasinovic
Director & CEO.



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Last Updated: 03/04/2020
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