Safer together at Etisalat

Etisalat is taking all steps necessary to protect the health of its customers and employees

We realize that the unprecedented situation brought forth by COVID-19 has challenged both the health and economy of the country. It has now become more important for families, friends and businesses to stay connected.
We have served customers across the UAE for over 40 years and are fully committed to ensure that there is no impact on business operations due to COVID-19. Here are the steps taken by our teams to support all our customers including government departments, large enterprises, SMBs and subscribers.

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Business continuity guidelines

In this pandemic, our advanced network and its adaptability will play an instrumental role. Since we manage critical infrastructure for the UAE, we will deliver important services to help mitigate this situation with global certifications like ISO 22301 for business continuity.
We have also adopted guidelines by Telecommunication Regulatory Authority (TDRA) and National Emergency Crisis and Disaster Management Authority (NCEMA) to provide uninterrupted services.

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Staying connected with our customers

We are always focused on bringing the latest technology and services to all our customers.

  • With overall data traffic expected to surge exponentially, our network offers flexibility, reliability, and security to global carriers, content providers and government entities. Our network is proactively assessed to manage increasing demand for bandwidth.
  • We are actively communicating outage and service interruptions to customers. We will continue to work in parallel with customer services continuity policy during major unplanned service crisis.
  • Customer care has put contingency measures in place with support centres spread across multiple locations.
  • With social distancing being our top priority, we have set up smart services to provide virtual assistance and automated self-support. Customers can use interactive voice response, live chat, quick codes, our online website and the My Etisalat UAE mobile app.
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Health and wellbeing of our employees

During these uncertain times, we are fully committed to prioritizing the health, safety and wellbeing of our employees.

  • We have implemented work from home for our employees. Hence, majority of teams are working remotely and are equipped with the necessary tools to meet deadlines and to deliver and address customer requirements on time.
  • On-site employees follow social distancing and hygiene practices based on the guidelines provided by health authorities.
  • All teams associated with cloud, Internet of Things (IoT), Customer Network Operations Centre (CNOC), Security Operations Centre (SOC), IT operations and call centres are tested for disaster recovery.

We are following business continuity plans to maximise connectivity and minimise the impact of COVID-19 on deliveries and quality of services. With circumstances evolving regionally and globally, our customer service agent will even reach out to you to provide any additional support.

Read our Sustainability Report

As a responsible corporate citizen we are committed to provide cellular telecommunications, fixed and broadband/internet services in a manner that strikes a balance between economic, social and environmental needs.

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