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On the 30th January 2020, the World Health Organisation (WHO) stated the coronavirus disease as a public health emergency of international concern (PHEIC).

Update: 12/05/2020
Over the past few days, lock-down measures have been eased, and services are now reauthorised in every country where Mila operates.

In the meantime, stores have reopened and Mila has started to offer remote support for services such as TV troubleshooting and Wifi setup.

However, each client and Mila partner must comply at least with local regulations, or follow more extended measures such as:

wearing protective mask and gloves
carefully washing hands, devices and tools required for the completion of the service
disinfecting the partner’s smartphone before the client signs on it
ensuring social distancing at all times (no hand-shaking)

Update: 24/04/2020
🇩🇪Situation in Germany

In certain context of social interactions, there is now the new obligation to wear a protective mask. Please make sure that you comply with the legal regulations and recommendations of your respective area.

Update: 18/03/2020
The execution of services by Mila partners at the client’s location is still authorised in Switzerland, Germany and the United Kingdom.

Nevertheless, in order to reduce the risk of infection, here are the new guidelines in addition to those previously given, which both the client and the Mila partner must follow until further notice:

during the service, a minimum distance of 2 meters must be maintained between the parties
Mila partners must wear gloves in order to protect themselves and to avoid risk of infection during the setup of devices

If the client or the partner feels sick, coughs or has fever, they must immediately contact the other party and request to postpone the service. The partner then must inform the Mila Customer Service team via this form to remove the service due date.

🇦🇹Situation in Austria

Following the decision taken by the Federal Government on this Saturday 15th March 2020, all Mila services need to be postponed.

Therefore, Mila is requesting that for any future services, the Mila partner immediately contacts the client to postpone the appointment, as well as completes this form to share the information with the Mila Customer Service team. This way a flexible date can be set up.

In the meantime, booking of services remains available and as soon as the measures can be lifted, the parties will agree on a suitable date to carry out the service order.

Update: 17/03/2020
🇫🇷Situation in France

Since this Tuesday 17th March 2020 at noon, all movements are banned and controlled. Only those movements deemed necessary are authorised once they are accompanied by a certificate, which can be downloaded from the government's website.

In this situation, Mila requests all its customers and Mila partners in France to postpone on-site services.

For all services booked with a date, the Mila partner must immediately contact the client to postpone the appointment, as well as to complete this form to share the information with the Mila Customer Service team and remove the due date.

In the meantime, booking for future services remains available, but will be ordered with a flexible date. Appointments for on-site services must only be made after the French authorities declare the situation to be back to normal.

Update: 13/03/2020
In this context, Mila is asking all clients and Mila partners to take the necessary precautions to protect themselves when meeting up for completing the service. In addition, Mila strongly urge its community to regularly review their local authorities and health advisories to mitigate the contagion risk.

How to behave as a Mila partner:

Contact the client to reassure him that both of you are taking the necessary precautions before the service takes place
Before entering at the client’s home, make sure to disinfect your material, smartphone and to thoroughly wash your hands
When meeting the client, do not shake hands
Before starting, ask the client to disinfect the devices to be installed
At the end of the service, ask the client to disinfect his hands in order to sign on your previously-cleaned smartphone
When saying good-bye to the client, do not shake hands

If a partner or a client recently travelled to a highly-contaminated region, feels sick or has fever before the service takes place, he must immediately contact the other party to postpone the service, and if needed (when the other party is not reachable) the Mila Customer Service team under:

Switzerland: +41 (0) 43 508 01 92
Germany: +49 (0) 322 21 09 83 40
France: +33 (0)9 74 59 41 02
United Kingdom: +44 (0) 20 3808 4619
Austria: +43 (0) 720 88 09 67

Here are the direct links to the local health authorities in the countries where Mila is operating:

Switzerland : link
France : link
United Kingdom : link
Germany : link
Austria : link
World Health Organisation : link
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