Coronavirus COVID-19 Update & Netsurion’s Business Continuity Plan

April 9, 2020

Netsurion’s Customers, Partners and Friends,

We realize as this crisis drags on that you, our customers, partners and friends, are faced with tremendous challenges. The task for Netsurion therefore, is to overcome our own challenges, such as sending three hundred plus employees to work from home, and still be there for you, supporting you, and do everything we can to keep your network up and secure. I am proud of the effort our team has put in, and the resiliency they have shown.

We have kept a close eye on the metrics we use to ensure the successful delivery of our services, and thus far our Business Continuity Plans are being executed well and we have seen no appreciable drop in our service metrics. Rest assured that we will continue to work tirelessly to provide you with the best possible service at the standard you expect and deserve.

Netsurion’s SOC and NOC staffs continue to operate remotely at full capacity, and there has been no interruption at either of our data centers. Although only one of our offices is closed due to government restrictions, we have successfully transitioned most employees to work from home, with a few critical services still being delivered by only necessary staff from an office.

Unfortunately, as this crisis drags on, we expect the pace of cyber threats to increase as the feeling of goodwill wears off and bad actors return to their ways.

As always, please feel free to contact our support team if you have any questions or concerns, and we will be sure to keep you updated as the situation merits.

March 19, 2020

Netsurion’s Customers, Partners and Friends,

As we continue in this journey through the Coronavirus outbreak, I wanted to update you on how Netsurion is working through these trying times.

We are closely monitoring local, state and federal government guidance surrounding workplace safety in all of the geographies in which we operate. In accordance with recommendations, we have encouraged those within our organization who have the ability to work from home to do so. Our offices remain open, and as they are sparsely populated, employees that continue to operate from our offices are able to do so safely by observing recommended social distancing guidelines.

At this time, there has been no disruption to our services as our BCP allowed for work from home and our data centers continue to operate uninterrupted. We expect this to continue throughout the crisis and are working diligently to ensure that is the case. We are continuously monitoring our security alert response times, service request response times, call and ticket volumes and closed ticket rates, and many other relevant metrics to ensure there is no degradation in our services.

Unfortunately, we have seen reports of increased cybersecurity threats as perpetrators look to take advantage of distracted and displaced workers. We urge you all to be vigilant and remind your employees of proper cyber-awareness while working from home. Feel free to contact our support team if you have any questions or concerns.

We will continue to monitor the situation and keep our partners and customers updated.

March 9, 2020

Netsurion’s Customers, Partners and Friends,

With new information about Coronavirus COVID-19 developing at a brisk pace, we wanted to take this opportunity to communicate Netsurion’s Business Continuity Plan (BCP) as it pertains to this situation.

Currently, Netsurion is following the Center for Disease Control (CDC) guidance for businesses and employers for coronavirus disease 2019 (COVID-19) for preparation and response.

Netsurion is closely monitoring local, state and federal government guidance surrounding workplace safety in all of the geographies in which we operate. Should Netsurion determine at some point in the future that it is necessary for employees from one or more offices to work from home, we are confident that our BCP will allow us to continue to provide our customers with a consistent level of support and service availability.

Netsurion’s services are hosted at multiple data centers and support is provided by engineers in multiple NOCs and SOCs, enhancing our ability to provide a consistent level of service. Distributing our support services at multiple locations is a key component in reducing the risk of disruption at any location affecting our level of service and support. Additionally, Netsurion has the resources such that critical functions could be supported by engineers working remotely should the need arise. We do not anticipate any interruption in response, our levels of service, or the manner in which customers can contact us for support.

We will continue to monitor the situation and keep our friends and customers updated on any changes.