Staff Information
 

Traffic Information & Business Continuity Plan with Restricted Contact List

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Business Continuity Plan

Restricted contact details are listed in appendices A – D at the end of the page.

1. Introduction
1.01 Aim
1.02 Objectives
1.03 Scope of the Document
2. Proactive steps and risk assessments
2.01 IT systems failure and Telephone line failure
2.02 Equipment failure
2.03 Loss of key staff
2.04 Loss of work space or restricted use
2.05 Flood (External flooding caused by rainfall/melt water)
2.06 Fire
2.07 Loss of key material/component supplier
2.08 Failure of electricity supply
2.09 Failure of gas supply
2.10 Failure of water supply
3. Reactive steps
3.01 IT systems failure and Telephone line failure
3.02 Equipment Failure
3.03 Loss of key staff
3.04 Loss of workspace or restricted use
3.05 Flood (External flooding caused by rainfall/melt water)
3.06 Fire
3.07 Loss of key material/component supplier
3.08 Failure of electricity supply
3.09 Failure of gas supply
4. Supporting Information
4.01 Staff Welfare
4.02 Communicating with Staff
4.03 Communicating with Customers
5. Plan Maintenance Procedures
5.01 Plan validation (exercises) / Training Schedule

Appendix A
Staff Contact Names & Numbers

Appendix B
IT and Communications Systems Failure Contact Details

Appendix C
Equipment Failure Contact Details

Appendix D
Supplier Contact Details

Plan Updates

It is essential that this Plan is kept up to date and it is version controlled with a clear date on front page of the plan.

If you have any suggested changes to this plan, please notify the author of the plan, whose name is on the front of this plan.

This person is also responsible for updating and issuing plans. – The contact lists are and plan are reviewed annually or following any significant change to the organisation or service. The review must be recorded and any improvements built back into the plan.

If any changes to the service or personnel occur the plan should be updated and issued to the copy holders.

Amendments /Reviews

Issue  Description  Date 
1 First Issue 22/05/2014
1 Reviewed, no changes 22/05/2015
2 Reviewed, staff contacts updated 28/05/2016
3 Reviewed, IT and supplier contacts updated, minor changes made 05/01/2016
4 Contact details updated 28/02/2017
     
     

1. Introduction

This plan is to be used to assist in the recovery of the Zerpetz Ltd T/A Arrowvale Electronics in the event of a major disruption to the business. A major disruption is defined as a significant incident which threatens personnel, buildings or the operational structure of the business and requires special measures to be taken to restore things back to normal.

1.01 Aim

The aim of the plan is to set out the roles, responsibilities and actions to be taken by the business staff to re-instate the business following a major disruption

1.02 Objectives

The objectives of the plan are:

  • To provide for continuity of the activities essential to the business.
  • To reduce the disruption of clients, customers, employees, and services to an acceptable level.

1.03 Scope of the Document

This plan sets out the measures we have taken to reduce the possibility of various threats affecting the service we provide and the procedures we will follow to recover and minimise the impact of those threats should they materialise.

We consider that the threats that are most likely to affect the services we provide are:

  • IT systems failure and Telephone line failure
  • Equipment failure
  • Lose of key staff
  • Lose of work space or restricted use
  • Floods (including frozen pipes)
  • Fire
  • Lose of material/component supplier
  • Failure of gas supply
  • Failure of electricity supply
  • Failure of water supply

NB: Many of these threats to the business overlap. For example, severe fire damage may also involve disruption to IT and communications. The various sections of this plan should be read together, as necessary, in order to provide a complete solution to a given situation.

2. Proactive steps and risk assessments

We have taken various proactive steps to reduce the risk of the threats identified above affecting our services:

General steps:

  • This policy is part of the company website - since it is stored online, it is secure in the event of a localised system failure, disaster or emergency and may be accessed by employee who is able to connect to the internet.
  • This policy is also printed off and posted on the staff room notice board so that it is available for all team members to see.
  • Telephone and contact details for employees and essential support services (eg Alarm company, electrician, etc) are stored on the company website as well as in the reception address book.
  • The business has buildings, contents and business interruption insurance policies to meet the cost of repairs and other overheads where necessary.

2.01 IT systems failure and Telephone line failure

We have ten different telephone lines at the company. If the company switchboard fails, the system automatically defaults to two fail safe lines. These two lines have telephones plugged into them (on standby) and are located in the upstairs office on the desk closet to the light switches. We also have number of company mobile telephones.

We renew IT systems on a regular basis. All IT hardware is protected by ant-virus & antimalware software that automatically updates from the internet. All critical IT Hardware is protected by a four hour or next business day manufacturer's warranty. We employ firewalls to protect our systems from unauthorised access and malicious damage. Our operating systems automatically download and install upgrades to reduce system vulnerabilities. We have a server with raid drives so that if one fails the system will continue to function on the other. Data from the company software is backed up across the network from the server to magnetic storage media every working day. We operate a "cloud" backup system that copies all critical data to a remote site. It is fully automated; backing up all new and changed files every day and improves data security (there is no movement of physical media that could be lost, stolen or damaged).

2.02 Equipment failure

In order to reduce the risk of equipment failure, we carry out regular equipment maintenance in accordance with manufacturers recommendations. In an emergency our selected machine suppliers are able to support us rapidly within 2-3 business days at most. We also renew equipment where appropriate. All machinery is insured.

2.03 Loss of key staff

The Company is aware that the sudden departure, whether temporary or permanent, of one or more of key people might have significant impact on the business. Staff in the Company are flexible with experience and knowledge of other departments and skill sets, enabling them to provide short to medium term cover.

2.04 Loss of work space or restricted use

The company is not located near any major installations which might have an impact on access e.g. terrorist attack, protest action, major incident. The building is maintained and asbestos assessments carried out to ensure no significant risk.

2.05 Flood (External flooding caused by rainfall/melt water)

The Company is not in an area likely to be seriously affected by external flooding. You can check this by accessing the information on the Environment Agency website:

http://www.environment-agency.gov.uk/homeandleisure/floods/31650.aspx

Flood damage to the building itself or flooding of such severity as would prevent staff safely accessing the building at all is extremely unlikely: we have not come close to such a situation in the last 20 years, even during periods of extreme and unusually heavy rainfall and flooding in the local area.

Internal flooding caused by plumbing services such as burst pipes is a more likely problem. We guard against this in the winter months by leaving heating switched on (but at a low setting) during periods where temperatures are likely to fall below zero degrees in order to guard against frozen (and therefore burst) pipes. The stop-cock is easily assessable and clearly marked, Drains and gutters are maintained and kept clear and in addition overflow weirs have been fitted to roof gutters enable rain water to drain externally should the drain not be able to cope for any reason. There is a spill kit available to assist with absorbing and preventing water spread.

2.06 Fire

The Company has a comprehensive fire and intruder alarm system. This is linked to a remote monitoring service that will summon the fire brigade in the event of activation. We have properly positioned and maintained fire fighting equipment and a fire evacuation procedure. We carry out fire drills and alarm testing. The electrical wiring in the building is fully tested by a qualified electrician every five years. Portable electrical appliances are tested periodically. There is good house keeping and waste bins are emptied regularly. The gas heaters and boiler are serviced annually, the gas stop cock is easily assessable and identified. There is a fire risk assessment and evacuation plan; which are reviewed annually. All key holders are either Fire Marshall trained, or will undergo training.

2.07 Loss of key material/component supplier

Components and materials have a procurement specification making it easier to find alternate suppliers. The majority of components and materials can be multiple sourced. It is part of the companies business plan to find alternatives and solutions for obsolesce; this skill set would be utilised if there was an unrecoverable disaster with a supplier.

We develop a close relationship with our suppliers with regular communication. Suppliers and distributions advise us if a component is going obsolescent giving us a last time buy option. Our quality system will identify a fall in quality standards, a possible indicator of a serious problem. QA will liase with the supplier to identify the reason. A solvency and financial check, reviewed annually, is undertaken for key suppliers.

2.08 Failure of electricity supply

The IT server systems have UPS (Uninterruptible Power Suppliers) which automatically cut-in in the event of power failure. These are designed to allow a controlled shutdown of the servers preventing data loss and/or corruption. Emergency lighting is also installed which provides sufficient lighting for controlled shutdown and egress from the building if required.

2.09 Failure of gas supply

None of the companies operations require gas; however gas is used for heating. Heating equipment is serviced annually by Gas Safe engineers.

2.10 Failure of water supply

There is nothing we can realistically do to guard against a failure in our water supply since we are entirely in the hands of the utility company

3. Reactive steps

The business has buildings, contents and business interruption insurance policies to meet the cost of repairs and other overheads where necessary.

Insurance Contact Details:

TOWERGATE RISK SOLUTIONS
West Court
Campbell Road
Stoke On Trent
ST4 4FB

Stuart Edwards - Commercial Account Executive
Telephone: 001782 843731
Mobile: 07866 501 509
Email: stuart.edwards@towergate.co.uk

Natalie Martin - Senior Commercial Account Handler
Telephone: 01782 843730
Mobile: 07771 664 198
Email: natalie.martin@towergate.co.uk

3.01 IT systems failure and Telephone line failure

The first point of contact is the IT Manager or The Technical Director.

Confirm the nature of the disruption.

a. What has happened?

b. When did occur?

c. Which systems and/or services are affected?

d. How potentially serious is it?

e. What is the estimated duration of the problem?

f. Who else has been informed?

The spare telephones are permanently connected, in the event of the Company switchboard failing they will automatically cut-in. In the event of catastrophic failure e.g. lose of access or service, BT can redirect calls to the alternative number so that we can continue to receive and make calls. In addition we have the use of mobile telephones.

The receptionist and the Sales Department will operate the two landlines for the receiving of incoming calls. They will explain the situation, keep the call brief and take a message. Out going calls will be made using mobiles, to ensure incoming lines are kept free.

In the event that the IT Manager or the Technical Director are not available or are unable to resolve the problem, then there are different people to contact, depending on the nature of the equipment See Appendix B.

3.02 Equipment Failure

The first point of contact is the Engineering Director or the Manufacturing Manager

Confirm the nature of the disruption.

a. What has happened?

b. When did it occur?

c. Which systems and/or services are affected?

d. How potentially serious is it?

e. What is the estimated duration of the problem?

f. Who else has been informed?

In the event that the Engineering Director or Manufacturing Manager are not available or are unable to resolve the problem, then there are different people to contact, depending on the nature of the equipment See Appendix C.

3.03 Loss of key staff

The loss of key staff due to retirement, job change or similar will normally allow for a planned departure and replacement. Ideally someone takes over their responsibilities prior to their departure.

In the event of a sudden and unplanned loss of key staff due to an unplanned event the first point of contact is the Financial Director or The Engineering Director

They will consider the nature of the disruption, taking into consideration:

a. What has happened?

b. When did it occur?

c. Who and how many are affected?

d. How potentially serious is it?

e. Which systems and/or services are affected?

f. What is the estimated duration of the problem?

g. How long staff will be unavailable?

h. Whether the staff are required to support the Critical / Important Business activities

They will contact the appropriate staff to discuss and resolve the situation in the short and medium term, (medium to long term solutions will generally include recruitment and/or training), and this may include:

a. Change of job functions for some staff (to support the critical business activities)

b. Employment of agency staff

c. Offer overtime

d. Suspend less time critical parts of the business

e. Consider out sourcing some services if possible until we are ready to restore them

f. Prioritisation of work schedules

Agencies with a known successful record for our industry include:

Pertemps Commercial Branch ( 01527 591091 )

Pertemps Industrial Branch ( 01527 68585 )

Mancell Recruitment Group ( 01293 404050 )

ETS Technical Selection Ltd ( 01285 646360 / 08700 702 246 )

3.04 Loss of workspace or restricted use

The first point of contact is the Financial Director or the Engineering Director.

They will establish the current situation at the workspace taking into consideration:

a. What has happened?

b. When did it occur?

c. Are the Emergency Services informed / on-site?

d. Is there access to the site?

e. Are the IT and communication systems and services still running?

f. Who else has been informed?

g. How potentially serious is it?

h. Are there any casualties? If so, details?

i. How quickly the business will be able to re-enter the affected workspace

j. Prevailing weather conditions

Communication with staff is paramount:

a. IF EVACUATION IS NEEDED – Follow site evacuation plan taking into account staff, customer and visitor safety

b. Keep staff informed at Assembly Point until a decision has been made about whether the building is likely to become available again soon

c. If the building will not be available, we will consider relocating identified key staff to an agreed alternative workspace and consider sending other staff home and tell them to await instructions. Remind them to check company website or phone in at an agreed time

In the event of loss of workspace with no access for duration greater than 24 hours (working days) the IT manager will arrange redirection of incoming telephone calls to an agreed landline or mobile. Initially the alternative site will be the home of a director; agreed at the time of the emergency. Alternative temporary or permanent accommodation, including portable offices is available from:

Portable Offices (Hire) Limited ( 0800 169 4288 )

Site Equip Ltd ( 0800 371994 )

A-Plant ( 0370 050 0797 )

John Trustlove Commercial Property ( 01527 584242 )

KWB Industrial Agency Ltd ( 0121 233 2330 )

3.05 Flood (External flooding caused by rainfall/melt water)

In the event of a flood to the building the first point of contact is the Engineering Director or the Manufacturing Manager.

In the event of the building being flooded the first action would be to turn off the electricity supply. This might require switching off the main breakers i.e. removing power from the entire building, or switching of breakers to isolate affected areas.

Further action to be taken would depend on the severity of the damage and the following considerations:

a. What has happened?

b. When did it occur?

c. How potentially serious is it?

d. Which systems and/or services are affected?

e. What is the estimated duration of the problem?

The following companies can provide hire equipment for dealing with flood damage e.g. dryers, heaters dehumidifiers:

HSS Hire Ltd. ( 01905 755660 )

Jewson Hire Ltd ( 01527 63721 )

3.06 Fire

In the event of a flood to the building the first point of contact is the Financial Director or the Manufacturing Manager.

If the building were damaged by fire, the action taken would depend on the severity of the damage. Losses of utilities, accommodation, equipment etc. are covered elsewhere in this plan.

3.07 Loss of key material/component supplier

You will also need to find a replacement supplier or perhaps change your offer in order to get back on track. Your other suppliers may be able to make up the shortfall or give you deals on other products or services. If not, seek recommendations from contacts or your trade association.

3.08 Failure of electricity supply

The first point of contact is the Financial Director or the Manufacturing Manager

In the event of an electricity supply failure, it would be impossible to provide an acceptable standard of service until supplies are restored.

The first action to take is to call Western Power Distribution ( 0800 328 1111 ) to try to establish the reason for the power failure and likely timescale for restoration of supplies.

In the event of an interruption likely to last 24 hours or less, we would allow staff to work from home (where this is possible), carry out manual labour tasks and consider reducing the working day.

In the event of an interruption likely to last more than 24 hours, we would consider the hire of power generators. The decision to use power generators would be taken at director level. Companies that can provide emergency generators include:

John F Hunt ( 0121 559 1818 )
Energyst Rental Solutions ( 0845 769 7450 )
MEMS Power Generation ( 08452 230 400 )
Generator Power Ltd. ( 0845 601 2187 ) - 24/7 Emergency

3.09 Failure of gas supply

The first point of contact is the Financial Director or the Manufacturing Manager.

The first action to take is switch off the gas supply at the meter, check with adjacent company to see if they have been affected, and call:

Gas Emergency line ( 0800 111 999 ) This is a 24 hour emergency line.

In the event of an interruption likely to last 24 hours or less, we would allow staff to work from home (where this is possible), carry out manual labour tasks and consider reducing the working day.

In the event of an interruption likely to last more than 24 hours, we would consider the hire of water browsers and toilets. The decision to use water browsers and toilet hire would be taken at director level.

3.10 Failure of water supply

The first point of contact is the Financial Director or the Manufacturing Manager.

In the event of a water supply failure, it would be impossible to provide an acceptable standard of employee welfare.

The first action to take is to call Severn Trent Water ( 0800 783 4444 ) to try to establish the reason for the supply failure and likely timescale for restoration of supplies.

Water is used by the company for heating and welfare facilities. If the duration of the interruption is less than 24 hours, we would consider sending staff home early or allowing staff to work from home. If the interruption in water supply is greater than 24 hours the provision of water bowsers and temporary toilets may be an option. Companies providing these services include:

Tardis Environmental UK Ltd ( 0800 731 0589 ) 24 hr Emergency

Site Equip Ltd ( 0800 371994 )

4. Supporting Information

4.01 Staff Welfare

It is recognised that a business interruption may also cause additional pressures for staff. Staff members will need to be given clear direction about what the priorities of the business. Managers must ensure that they monitor staff more closely to ensure that their welfare is maintained (e.g. regular breaks due to increased intensity or pressure of work).

Staff should be aware of what their role is when a major disruption occurs. Clear and concise communication with staff is pivotal to having an organised response. Staff must be made aware of what communication methods are going to be used so they can find out the latest information, if they are going to be working from home or a different location than normal. If staff are to be working from a different location ensure that they know where the location is (provide a map and or directions if necessary) and they are able to get there and get access.

4.02 Communicating with Staff

If the disruption occurs during working hours then staff can be communicated with via briefings from managers and electronically by email.

Managers and designated staff member will keep staff up to date by the following methods:

  • Telephoning staff and passing on essential information
  • Mobile phone Text cascade of information if appropriate
  • Email to staff that have access to external email as a appropriate
  • Face to face as appropriate

All employees should check the company website for updated information. Please click on the "Staff" button at the top of the home page; www.arrowvale.co.uk/staff-information

Staff should given the opportunity to feedback any comments they may have after the response phase and the service has returned to normal. This may be in the form of a structured debrief or more informally. Managers who suspect that staff members have suffered undue stress or even trauma from the business disruption must consider providing assistance for those staff who have been affected.

4.03 Communicating with Customers

For any given situation it will be important to assess the immediate impact on the business and explain the situation fully to any customers who are likely to experience delays or losses. Keeping them in the dark will leave them questioning the business's health and reputation.

5. Plan Maintenance Procedures

The plan owner is responsible for ensuring the plan is reviewed annually or sooner if there are any major changes that may impact on the plan.

5.01 Plan validation (exercises) / Training Schedule

Planning for emergencies cannot be considered reliable until it is exercised and has proved to be workable, especially since false confidence may be placed in the integrity of a written plan. These exercises are not to catch people out, they tests procedures, not people. If staff are under-prepared, they may blame the plan, when they should blame their lack of preparation and training. An important aim of an exercise should be to make people feel more comfortable in their roles and to build morale.

Exercises have 3 main purposes:

  • to validate plans (validation)
  • to develop staff competencies and give them practice in carrying out their roles in the plans (training)
  • to test well-established procedures (testing)

Exercises will be discussion based (tabletop exercise) with an emergency scenario to analyse. They will be are used to increase awareness of the roles and responsibilities of the individuals who need to respond and prompt a constructive discussion about the plan..

Training exercises will be at least once per year (or sooner if there are any major changes that may impact on the plan), and recorded in the Directors/managers meeting minutes.

Appendix A

Staff Contact Names & Numbers

To be updated 12 monthly and stored securely.

Job Title  Name  MobileContact  Home Contact   
General Manager Adam Palm 0731 407 068 0121 603 5326 adam.palm@arrowvale.co.uk
Engineering Director Roy Amos 07837 842 783 01527 546 870 roy.amos@arrowvale.co.uk
Design & Development Manager Ian Coates 07502 198 291 01789 508 344 ian.coates@arrowvale.co.uk
Financial Director Gordon Sutherland 07815 112 492 0121 452 5848 gordon.sutherland@arrowvale
Production Supervisor Jon Walsh 07968 503 489 01527 541 995 jon.walsh@arrowvale.co.uk
IT Manager Gurpal Jhutty 07956 386 143 0121 711 2071 gurpal.jhutty@arrowvale.co.uk
Managing Director/Owner Mike Thompson 07733 018 087 01527 821 031 mike@arrowvale.fsnet.co.uk
Operations Manager Colin Wood 07526 961 381 01527 450 099 colin.wood@arrowvale.co.uk
Production Supervisor Sharon Venmore 07581 256 882 01527 521 771 sharon.venmore@arrowvale.co.uk
Sales & Marketing Manager Steve Beard 07889 825 055 01527 453 062 steve.beard@arrowvale.co.uk
Stores Supervisor Robin Savage 07855 507 488 01905 798 800 robin.savage@arrowvale.co.uk
Technical Director Duncan Gonnella 07813 870 772 01562 886 123 duncan.gonnella@arrowvale.co.uk
Test Manager Marcus James 07834 818 374 0121 422 5104 marcus.james@arrowvale.co.uk

Appendix B

IT and Communications Systems Failure Contact Details

Organisation  Contact Name  Phone  Service Provided  Other
Computer Hardware DELL Mohammed Riyaz 01344 37 88 87 ext. 3407180 Support: 0844 444 3844
Epicor software Epicor Simon Hodkisson 01344 468291 Support: 01344 468468
Website support Dotcom Development Ltd Jon Hollis 0121 235 0101 07976 628 658
Telephone System – Landline BT Geoff Williams 01905 734 500
07442 496045
Fault Line No.: 154
Support: 0800 378 822
(SIP Reference: 05603 575578)
Telephone System – Mobile Intercity Mobile Communications Vikki Danks 0121 643 7373
E-Mails Proweb Richard Griffiths 0115 911 0501
Internet BT Wayne Kent 07435 978527 Support: 0800 679 937
Photo-Copiers Canon Jon James 07970 248382 Support: 0844 892 0844

Appendix C

Equipment Failure Contact Details

Organisation  Contact Name  Phone  Service Provided  Other
Blundell Production Equipment Neil Blundell 02476 210270 Wave, Reflow Soldering and Conformal Coating http://www.blundell.co.uk/
sales@blundell.co.uk
KPE Ltd. Bob Thornton 02380 454 675
07540 368 256
Surface Mount Placement and Screen Printing bthornton@kpeltd.co.uk
http://www.kpeltd.co.uk
Compressor Repairs Ltd. Bob Preedy 01527 871093
079840 53318
Air Compressor
CST Automation Limited Geoff Kerfoot 0161 688 7246
07967 500 242
Wire Cutting Machines www.cablestripping.co.uk
Calbarrie Compliance Services Ltd Sheena Mortimer 01242 587 080 Electrical Equipment sheenamortimer@calbarrie.com
www.calbarrie.com
Moat Electrical Ltd. Tony Quinney 01789 490 513
Plumbheat Dave Allum 07807776411 Heating Boiler Plumbheat2010@yahoo.com
Dale Heating Services (UK) 0116 264 0055 Warm Air Gas Heaters http://www.daleheating.com/
Solihull Heating James Dixon 01213710437
07972803544
Plumbing
Weiss Technik UK Ltd 01495 305555 Climatic Chambers www.weiss-uk.com
Salamander Fire & Security Ltd 01527 61938
08446691099
07968421643
Fire and Alarm System
Concept Office Contact Engineers 01205821111
01205821002
Smoke Cloak www.smokecloak.co.uk
United Forktrucks 01242515555 Fork Lift Truck www.unitedforktrucks.co.uk

Appendix D

Supplier Contact Details

Organisation  Contact Name  Phone  Service Provided  Other
Craig & Derricott Ltd Mandy Freeman 01543 375541 Switches http://www.craigandderricott.co.uk/
mfreeman@craigandderricott.com
Harting Ltd Lindsey Baker 01604 827500 Connectors http://www.harting.co.uk
Lindsey.baker@harting.com
EAO Ltd Mike Fox 01444 876844 Switches http://www.eao.com
mike.fox@eao.com
Huber & Suhner (UK) Ltd Nikki Timms 01869 364207 Wire http://www.hubersuhner.com
nikki.timms@hubersuhner.com
Eaton Electrical Products Ltd Pippa Keane 01954 267726 PSU + DC-DC http://www.martekpower.com/
PippaKeane@Eaton.com
MPL Fabrications Ltd Ian Gurney 02476 610778 Metal Fabrications http://www.mplfabrications.com/
ian.gurney@mplfabrications.com
Relec Electronics Ltd Neil Pain 01929 555700 DC-DC Converters http://www.relec.co.uk/
neil.pain@relec.co.uk
 

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