COVID-19 Coronavirus Response
The global impact of COVID-19 on people and businesses is rightly causing many to discuss and re-evaluate how we interact with one another. Umbrellar has taken a comprehensive approach to deal with the current situation and we would like to take a moment to share with you how we are protecting our employees and their families, and you our customers and partners, whilst maintaining our service obligations.
We closely monitor updates from the Ministry of Health as well as global health organisations including the Center for Disease Control and Prevention (CDC) and the World Health Organisation (WHO) to inform our measures to help protect our immediate and extended customer and partner ecosystem.
Our offices in Auckland, New Plymouth and Christchurch remain open at this time, and you will be notified if there is any change to this. We have for some time adopted flexible work from home policies and we have broadened these to help reduce the possibility of transmission. We have further tested our remote operational capability and have taken steps already to deliver a higher proportion of our operations remotely to robustly confirm our operational procedures should we need to operate outside of our physical facilities.
Umbrellar employees are taking all possible measures to safeguard themselves, and by extension, you. This is primarily through heightened awareness and observance of basic personal and workplace hygiene practices and clear protocols in the event people feel unwell or otherwise exposed.
Of note for our Cloud customers, we have made the decision to postpone Umbrellar Live, a major market event scheduled for mid-May.
In summary, we are well prepared to serve our customers at full capability, regardless of where the work is taking place. Should conditions in NZ worsen, we are confident we can quickly respond to changing market dynamics, minimising impacts to our business and disruptions to our customers and partners.
We sympathise with everyone who has been affected by this virus and are immensely thankful for those working to combat it. We encourage everyone to follow local guidelines to protect themselves and their communities.
Thank you for your continued trust in us. We are well prepared to navigate through these circumstances with your confidence in us at the forefront of our thoughts and actions.
If the situation changes, we will post updates to our statuspage. Please subscribe and watch for updates on status.umbrellar.com.
You can direct further inquiries to: firstname.lastname@example.org
Update Thursday 26 March, 2020
Change Management - Brownout in effect
Based on the current situation, the decision was made to manage risk to our customer's businesses well as our own interests. As a result, we are implementing a change brownout whereby not all changes will be approved for implementation. Approvals will thus be limited to essential changes only. This includes incident response, service impact mitigation, disk growth etc. If you are subscribed to the Umbrellar Patching schedule, please take note that patching will continue to be deployed. Should you wish to opt-out please contact us to discuss. We will continue to work with our customers for any cancellations and service decommissions.
Changes to After Hours Support Call Handling
As of 5.30pm 27 March 2020, we are making an important change to how your calls are handled After- Hours between the hours or 5.30pm and 8am and on weekends or public holidays. Calls will be routed directly to our On-Call engineers. To avoid unexpected call out fees, please ensure you are only calling in the event of a service impacting incident. For all service and change requests please call us during office hours between 8am-5.30pm Mon-Fri.
Why we are making this change?
We are adapting to our customer’s needs and request patterns, which over the last 6-12 months have strongly proven our customers love catching up on some sleep and even our overseas customers are contacting us via email due to the timezone differences.