Business Continuity During the Pandemic and Beyond

As the COVID-19 pandemic evolves, a number of our customers have asked very important questions about our ability to continue to serve you. This is a summary of those questions and our answers.

What are you doing to keep your employees healthy and safe so that they can continue to support us?

Employee health and safety is always our first priority and never more so than at times like this. We are closely monitoring and implementing the guidance being issued by our governments and health authorities.

At the beginning of March we issued a Company-wide directive asking anyone who is travelling up until the end of April (this includes travelling to conferences, client meetings or away on vacation), to work remotely for two weeks following their return The Directive also reminded our Team that the preventative measures are the same as for the flu and other viruses. These include:

  • Staying home if you have flu or respiratory symptoms (coughing, sneezing, shortness of breath).
  • Leaving work immediately if you develop these symptoms while at the office.
  • Shielding coughs and sneezes with a tissue, elbow or shoulder (not in your bare hands).
  • Washing your hands often with soap and water for at least 20 seconds or using an alcohol-based hand sanitizer.
  • Cleaning and disinfecting frequently touched objects (your phone, computer, desk area, etc.) using disinfecting wipes or sprays.

On March 15, we issued a further directive suspending all business-related travel until the end of March and emphasising again that our first priority is to ensure safe working conditions and continued availability of our market-facing team. We noted that social distancing applies to our internal meetings and gatherings as well and asked our Team to exercise their best judgement when using the office. Virtual meetings for any conversations beyond 5 participants was recommended.

We will evaluate this directive by the end of March and provide an update on possible changes or continuation.

We have also assured our Team that the Company will be paying their salaries during all sick leave and work from home necessitated by the pandemic.

As per Ontario’s new guidelines and recommendations around COVID-19, we communicated new directives to staff on March 28, 2020 confirming the following precautionary measures will stay in place until further notice.

  • We will continue to operate remotely and all meetings will be virtual.
  • All business-related travel will be suspended.
  • The Company will continue to pay employee salaries during all sick leave and work from home necessitated by the pandemic.

We are closely monitoring the situation and guidance from local public health officials as well as from the World Health Organization.

We will provide an update when more information becomes available.

Do all members of your customer support team work together in your Head Office?

We have implemented a virtual workplace policy to ensure business and technical client coverage continues without interruption. Our existing telecommuting infrastructure ensures continued access to key client contacts from both technical and business perspectives. Our organizational structure and escalation process allows for triple-backup. All of our market-facing personnel are available and fully engaged in our virtual workplace.

In addition, we are in ongoing contact with a number of our service and support partners to ensure continuity of our active project coverage as well as secure continuous global support.

Are your development and support systems and resources secure and reliable?

We have implemented back-up and fail-over for critical infrastructure to ensure uninterrupted client support, license management and access to our software. Our infrastructure set-up ensures uninterrupted support and software delivery that is independent of our physical location.

We are also monitoring the Business Continuity communications issued by our suppliers, all which are established and reputable organizations.