Information for Customers and Partners

The COVID-19 pandemic is disrupting workplaces and making remote work a reality for many.  Faced with this challenge, we wanted to share how we plan on meeting our customer commitments, while prioritizing the wellbeing of our employees, customers and partners.  

General measures

We have taken the following general measures:

  • Moved almost all employees to work from home
  • Stopped all travel, except for truly business critical reasons
  • Restricted visitors to our offices
  • Enhanced cleaning and hygiene routines in all offices
  • Ensured self-isolation for people who have any symptoms or represent a higher risk (eg due to recent travel).
Continuity of software engineering & service delivery

Our software engineering organisation consists of geographically distributed teams, who are all now working from home.  We make extensive use of modern cloud based development and communication tools, including our own MaX UC solution. We are therefore planning to meet committed delivery dates for our software.

In terms of service delivery, the vast majority of our customer facing work is done remotely over secure VPNs accessible by authorised personnel.  Therefore our strategy for continuity of service delivery is to maximise the number of employees working productively – and avoid any situation where a large number of employees are impacted at the same time.  This is achieved by having our service delivery teams widely distributed geographically, and all are now working from home.

We are proactively reaching out to all our customers to understand how COVID-19 is affecting their business and how we can best support them at this time, whether that be through capacity augments, enabling new services, or reshaping projects.

In line with our “business critical only” travel policy, we are reviewing all visits to customer locations on a case-by-case basis in discussion with our customers. If this travel restriction impacts our normal delivery, we will work with our customers to mitigate any impact.  This applies to training, professional services delivery, quarterly business reviews and other activities.

Continuity of supply chain

We are in regular dialogue with our supply chain to understand the current and anticipated impact along with ensuring that, like Metaswitch, they are working on ensuring the following:-

  • continuity of component supply through supply chain, stock level management, and distributed sourcing
  • appropriate remote/isolated working capability
  • effective infection prevention, containment and management strategies
  • ability to meet their delivery commitments.

In addition to looking at our supply chain we are also reviewing current and future demand, stock levels, stock locations, logistics and contingency measures.  We have taken a number of specific steps to either eliminate or reduce the impact of various different future scenarios and will continue to adapt as the situation unfolds.

Using the cloud to make things better

We have been providing cloud based demos and proof of concept capabilities for quite a while now for most of our cloud-native products.  We plan to go further and provide cloud based customer trials in the near future - including our SBC, 4G/5G FusionCore, Clearwater IMS, and MaX UC.  This will allow customers to make progress in modernizing their networks while reducing the travel and manual on-site work.

We hope that you, your family, and employees remain safe and healthy throughout this period.

If you have any questions please don’t hesitate to get in touch with us.