In support of your efforts to deal with the evolving COVID-19 outbreak, we wanted to acknowledge the important role our software and services play in your business continuity plans and wanted to proactively share the efforts that Exterro is taking to ensure we remain a reliable partner for you.
Exterro is monitoring the situation closely and keeping the health and safety of employees and customers as our top priority. As per our Business Continuity Plan (BCP) we have initiated a response plan to ensure that our software and services will continue to meet your business needs.
Specifically, Exterro has:
1. Please provide details of how your business model has changed due to COVID-19?
Exterro’s business model has not changed as a result of COVID-19. As a company with a very mobile and dispersed workforce, Exterro designed its business model to work as a virtual company. By design our corporate offices are a convenience, not a necessity. Our systems are structured to allow any and all of our employees to work in remote locations. Consequently, our leadership was able to activate our pandemic response in our Business Continuity Plan, without a hitch.
2. If you’ve changed to a “work at home” environment:
a. Are you experiencing service level disruptions?
b. How long can you ensure service level reliability?
Exterro’s pandemic response calls for employees to work from home offices. Our infrastructure is based on Amazon Web Services, so our service delivery does not rely on staffing and equipment at a specific location. All employees are online and communicate as needed with the rest of their team. There have been no service level disruptions. We can operate like this for an indefinite amount of time, with no negative impact on service level reliability.
3. What data protection controls have been deployed for those employees and contractors working remotely?
Our systems have been designed to provide security for remote working, at all times. No changes were required to operate normally during this pandemic.
4. What key actions are being taken by your organization to ensure service levels are maintained?
See answers above.
5. Does your plan include sub-contractors, and have you reached out to your subcontractors to validate their pandemic readiness and data protection controls?
Our only subcontractor is Amazon Web Services, which provides web hosting services; no additional data protection controls are necessary.
6. Who do I contact if I have questions?
Please contact your designated Client Success Manager or Account Manager. If you do not know who your designated contact is, please open a Support Ticket by visiting the Support Portal here or sending an email to email@example.com.