In extraordinary circumstances such as the current COVID-19 coronavirus outbreak, businesses are faced with unforeseen and unpredictable scenarios, made worse by confusion and stress. Our team have prepared this Business Continuity Plan to reassure our customers that we have taken all practical steps to ensure our service to you is not disrupted in any way, at the time when you need to rely on it most. Hopefully this will be one less thing for you to worry about in these anxious times.
Our applications (Elevate and Origin) are both hosted in Amazon's AWS European data centre in Dublin. This is described as the most secure, extensive and reliable cloud computing environment anywhere. We don't foresee any situation in which this service will be impacted. You can view further details on our platform via the following entry of the online user manual - Where is my data hosted?
From your perspective, the cloud-based nature of our products means that they can be accessed from any location with an Internet connection, and on any device. This means that your employees can continue to access the systems from home or alternative locations if required.
If any of your existing users require assistance with the URL of your account, or can't recall their username, then they can contact the appropriate product support desk (firstname.lastname@example.org email@example.com) and we'll promptly provide the necessary details.
Our business is fortunate in that it easily lends itself to remote working. With this in mind, as of 18 March 2020 (17 March being a public holiday in Northern Ireland) all employees will be working from home. As well as doing our bit to try to halt the spread of the disease, this minimises the risk of all team members falling ill from COVID-19 simultaneously, which could impact service delivery. This work mode is supported by our use of a VOIP phone system, along with a suite of online communication and project management tools which means we can work remotely for long periods.
Although our standard support hours are 9am to 5.30pm Monday to Friday, our support team will be making an extra effort to promptly pick up any queries you may have outside of these hours, as we appreciate that the disruption to people's ordinary lives means people may be working non-standard hours.
While the huge uncertainly surrounding this outbreak continues, we have made the decision not to release any new product improvements or updates to any of our products, other to resolve than any service-affecting issues which may arise. New releases always introduce the potential for bugs, and at the moment everyone needs stability. However, we will continue work as normal in-house on our product development roadmaps so that when the crisis passes we can resume software releases without undue delay.
If you have onsite training already booked, we will be in contact with you directly to discuss this. While this global emergency is in force, nobody will be in a position to undertake any non-essential travel, and it may be some time before these restrictions are lifted. If your training needs remain a priority for your business, we will make alternative arrangements for remote training.