These are unprecedented times we’re living in. With the COVID-19 pandemic impacting everyone worldwide, we’re sharing the ways that we’re handling this unique situation and supporting our employees, partners and customers.
How we're supporting our employees
We’ve made it a priority to look after our employees and their families. We've followed the best advice available at each of our office locations and advised every staff member to work from where they feel most safe.
Templafy has a Remote Working Plan which is part of our Business Continuity Plan, last tested in August 2019. In addition, key stakeholders (CEO, CISO and HR) have made a Pandemic Response Plan to the current COVID-19 outbreak. This plan covers both the people and the business functions of Templafy, making sure everything possible is put in place to facilitate the smooth continuation of our business. This includes the Emergency Task Team, whose mandate is to actively monitor the situation and provide regular updates company-wide. This Team meets daily to keep abreast of developments and advice from trusted sources, such as WHO and the different governmental authorities where our offices are located.
Continuity in our daily workflows
We are very happy to report that our daily work has continued uninterrupted. As our software is fully cloud-hosted, it means our workflow can operate remotely. Our biggest challenge is being physically separated from our colleagues. To help employees with the transition to a working-from-home situation, we are doing our best to provide practical advice on ways to adjust to remote working. We are encouraging teams to stay in regular video contact to keep up morale and team spirit, for example.
Ensuring continued service for our customers
We know that customers rely on Templafy's products, and we are committed to keeping them running smoothly. We've prioritized the availability of Templafy's service to our customers, and we have an ongoing business continuity and disaster recovery program which tests multiple situations that could potentially impact Templafy's service. We're actively monitoring our services to ensure we meet our commitments, and we have a publicly available status page where our uptime can be viewed.
Overcoming challenges together with confidence
The current crisis reminds us of how we all need to band together to overcome challenges and complexities. We consider ourselves lucky that the majority of our business operations take place online, making the new office-less situation mostly a human challenge, for which we're actively providing support and advice to our employees. We have confidence in the ability of Templafy's systems and processes to handle remote employee workflows, unwavering confidence in every single one of our colleagues, and we're well equipped to continue providing high-quality customer service. In short, we do not anticipate any disruption to our services.
Q&A on how we’re managing at Templafy
We've put together a set of questions and answers for a quick overview of how we're managing our platform and our people:
Q: Is Templafy prepared for remote working?
A: Yes. Templafy has a Remote Working Plan already in place, recently tested in August 2019. Our software is fully cloud-hosted and therefore our daily workflow can operate remotely without any disruption.
Q: What is Templafy doing to monitor the situation?
A: We are keeping a close eye on developments related to the coronavirus. Our newly established Emergency Task Team is actively monitoring the situation through trusted information sources such as the WHO and regional government recommendations at our office locations around the world.
Q: How is Templafy supporting its employees?
We are sharing advice regularly with our employees and advising them to follow the advice of local authorities and keep us informed of any developments. None of our staff are required to work from any of our offices. Employees with children have the flexibility to manage their workflow and schedule to find the best balance between family and work responsibilities.
Q: How is customer support being handled in regions where employees are working remotely?
A: Our customer support teams are continuing to provide ongoing service and support for all customers. Both our support and engineering teams are fully equipped to perform their daily tasks when working remotely. We have full confidence that our systems and procedures can continue to support our customers and partners during this time.
Q: Will there be delays in feature requests or support resolutions?
A: At this stage, we do not expect delays. We're confident that our systems and procedures can continue to support our customers and partners during this time.
Q: Should we expect any disruptions, downtime, or latency in regions affected by the virus?
A: No, we currently don't expect any direct impact resulting from our response to the situation. We have a publicly available status page where you can live view our uptime status and subscribe to updates.