Hexagon’s COVID-19 response

COVID-19 is affecting everyone on a global scale, which means that we all must work together to limit the spread of the virus and protect the people at risk. At Hexagon, our priority is keeping our employees and customers safe, and we are following all guidelines and recommendations set up at national, regional and local levels to do so.

Through all of this, we recognise that our employees and our customers are relying on Hexagon more than ever. Rest assured that we are taking all necessary steps to protect you, our employees, and to minimise risk to the supply of our products and our services to you, our customers.

Information for Manufacturing Intelligence division customers
Last updated: 6 August 2020 (information is reviewed daily and updated as required)

Hexagon’s Manufacturing Intelligence division is taking the threat posed by the COVID-19 coronavirus very seriously, and is taking steps to both protect our global workforce, and to minimise risk to the supply of our products and our services to you.

Employee safety
Manufacturing Intelligence is following all guidelines set out by the governments of the countries in which we operate, including home working, social distancing, travel advice and general hygiene recommendations. We have also provided additional sanitary items such as facemasks for use by our employees where required. We will continue to review and update our guidance for employees as the situation progresses.

Product supply
Although our products are capital equipment or software, and not typically components of our customers’ products, we recognise that our customers need our products to fulfil their own orders and therefore expect us to deliver on time.

Our manufacturing operations globally are fully operational and we are ready to ship equipment to customers. At this time we do not foresee any disruption to our global supply chain that would impact our ability to deliver products. We will provide additional information to customers in the event of any changes that may affect an order. If you have an enquiry about a specific order, please contact your local Hexagon representative.

Service and support
Our customer service teams around the world are operational and ready to support you in any way that we can. The health and wellbeing of our employees and yours remain our primary concerns and we will take every precaution possible to ensure the safety of both. On-site support services are therefore available subject to local guidelines on travel and personal safety. If on-site support is not possible, we will endeavour to support you remotely. If you have an enquiry about service and support availability in your location, contact your local Hexagon representative.

Additional support for manufacturers
Despite the challenges of the COVID-19 outbreak, we remain committed to the success of manufacturing professionals around the work and continue to search for new ways to help you work smarter. Therefore we have put in place additional flexible working options to support users of our smart manufacturing software packages. 

 

Local information 

Of paramount concern to Hexagon is the health, safety and wellbeing of our staff, their families and our customers.  

As global efforts to manage the spread of COVID-19 continue, we hope that you and your loved ones are healthy and safe. 

At Hexagon, we are committed to helping you remain productive despite the challenges presented by COVID-19. Our teams around the world are actively working to ensure the best possible continuity of service and support for every manufacturer that relies on us.  

This week the UK Prime Minister has given very clear instructions to the British people to stay at home. All nonessential travel is to be stopped. During this period Hexagon Metrology Limited has continued to offer what support we can to customers as outlined below in current service and support levels.  

In this ever-changing, global Force Majeure situation, our priority is to protect our staff, customers, and business. With many of our customers going into periods of shutdown or needing to furlough staff, we want to ensure that we are best positioned to support customers when the situation improves, and they begin to open their doors again. As such, the UK metrology business will be closed for two weeks over the Easter period, from end of business on Friday 3 April until Monday 20 April.


Contact details

  • Our Support Staff are safe and are working remotely at this time up until the shutdown.
    • A skeleton staff will be working and responding to emails and calls as and when they can. 
  • All our telephone systems are set up for remote working. Please do not hesitate to contact us for any enquiries or help needed. 
  • Our new, mobile and landline friendly, support number is 03332 414 444 
    • During the shutdown we will be monitoring the answerphone messages and responding accordingly. 
  • Our email address is: enquiry.uk@hexagon.com
    • During the shutdown we will be monitoring these messages and responding accordingly. 
Current service and support levels are under constant review, as of today: 
  • Our telephone support system has not been compromised.
  • Due to the current situation, we take every step to protect our staff and their families. 
  • Hexagon are fully supporting in the field, where possible, businesses in the UK that are in the Covid-19 medical equipment supply chain. 
  • Hexagon are open to support in the field any other businesses that are deemed essential or critical.
  • Hexagon are carefully monitoring and complying to the very latest guidelines.
Measures being taken to protect employees and customers 

Employees
  • We will fully support any Government & W.H.O. guidelines as they evolve
  • We fully support anyone who has symptoms to self isolate immediately
  • We fully support anyone who knows they are at high risk (e.g. Low immune system including household family members) and their choice to self isolate for 12 weeks.
  • All staff must continue to follow the fundamental self-protection guidelines
  • We have initiated remote working where ever possible, applicable or practical
Customers
  • Any ongoing face to face activity with customers is fully supported by thorough pre-assessment in line with Hexagon and customer guidelines
Access to training and/or online support
  • All classroom/onsite and face to face training has been postponed for the time and will be rescheduled once a return to normal working conditions is made
  • We are now switching to support customers remotely as much as we can, some of the initiatives we are driving are as follows:
    • Online training portals and classes
    • Remote software SMA support via team viewer and telephone support
    • Temporary remote seats of software
    • Hardware diagnostic and remote support via team viewer
    • In some cases where equipment can be returned to our facilities, we are working on shift patterns for service interventions, calibration and support
    • Opening access to webinars and best practice learning
Conclusion 
We will aim to keep staff and customers updated as the situation evolves. 

Our objective and chief concerns remain the safety, wellbeing and protection of our staff, their families and our customers whilst looking to maintain support for critical UK business and the manufacturing sector in the weeks, months and years to come. 

As a reminder please do not hesitate to contact us for any enquiries or help needed. 
  • Our new, mobile and landline friendly, support number is 03332 414 444 
  • Our email address is: enquiry.uk@hexagon.com

Hexagon Manufacturing Intelligence
Metrology House
Halesfield 13
Telford, Shropshire
TF7 4PL
T: +44 3332 414 444
F: +44 870 446 2668