COVID-19 Planning

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Business Continuity Planning

As the coronavirus (COVID-19) continues to disrupt communities throughout the world in unprecedented ways, ServicePower would like to take the opportunity to reiterate our commitment to our clients, partners, employees and their family’s health. During these uncertain times, we are taking all necessary steps to ensure continued reliable service, project engagements and support to our clients and partners. ServicePower recognizes that we have been entrusted to provide important services to your business and we take that responsibility very seriously.

In response to the current situation, ServicePower has conducted scenario-based risk assessments and reviewed and updated our Business Impact Analysis and Business Continuity Plans (BCP) to reflect the current and emerging COVID-19 threat.

Global team availability

ServicePower has office locations in both the US and UK and many remote workers distributed globally. We have tried and fully tested business connectivity, collaboration and productivity tools that enable our teams to continue to deliver exceptional results from anywhere in the world. We are continuing to monitor government and medical services advice to ensure we are taking appropriate action to protect our employees and are ready and prepared to move to a fully remote working environment if/when the need arises.

ServicePower has policies and procedures in place to minimize key-person dependencies, however it is recognized that in some client engagements there are often key-people involved in project delivery. ServicePower has implemented new processes to improve knowledge sharing and the capability of engagements to be transferred between geographically dispersed team members with minimal disruption.

The global support team will continue to provide its usual service from locations in the US and UK. The support team has immediate and direct access to globally distributed technical teams including: Development, Infrastructure/DevOps, Security and Professional Services.

ServicePower has implemented the following additional precautionary actions:

• Suspended non-essential business travel, including conferences and exhibitions.
• Encouraging employee self-isolation if any symptoms are displayed within the employee’s household
• Implemented employee hygiene awareness communication and ensured availability of sanitizer products
• Restricted visitor access to ServicePower office locations
• Ensured that non-frequent remote workers have recently tested and validated necessary IT functionality
• Updated employee contact information for mass communication

Service Availability

ServicePower systems leverage highly available cloud technologies for hosting and make use of replication technologies to maximize system availability across multiple geographically dispersed data centers. It is not expected that service availability will be impacted in any way at any of the cloud hosting facilities currently in use, however please be assured that ServicePower has ‘tried and tested’ procedures to facilitate rapid recovery of services at alternative cloud hosting facilities/regions should a recovery activity be required.

We recognize that there are potentially difficult times ahead for many within our community as the world continues to deal with the COVID-19 threat. We would like to assure all of our customers that we are doing everything we can to ensure our service continues to operate to the high standards you expect.