COVID-19 Information: Business Continuity FAQ
As of March 17, 2020
Business / Pandemic Planning & Preparedness
Q: Does TouchPoint One have a business continuity plan (BCP)?
A: Yes. More importantly, in addition to structured policies and
procedures, both TouchPoint One’s business and our Acuity Platform
are massively distributed, and our core services are performed by
geographically dispersed teams to ensure we have the ability to
operate globally in the event of a disruption. Our BCP includes a
pandemic response plan which we’re actively assessing and
enhancing in light of COVID-19.
Q: Does TouchPoint One have a pandemic plan that enables
the company to respond to and recover from mass absenteeism
events (such as COVID-19)?
A: Yes. TouchPoint One is a virtual organization and most team members work in separate locations (typically from home offices).
Q: What reviews have you completed and/or changes have you made to TouchPoint One’s BCP, in light of the COVID-19 situation globally?
A: Since late February, as cases of COVID-19 spread, TouchPoint One has continued to adjust its plans with input from a cross-functional team composed of operational and technical leaders in our various geographies.
Q: Has TouchPoint One identified key staff required for continuation of business? Who are they? Who can I contact if I have questions about my service?
A: Yes. We have identified critical human-centered services that are necessary to run the platform and contingency plans are in place. TouchPoint One command and control centers are geographically distributed and each location can handle the load of the other locations in the event of increased absenteeism or team member incapacity.
Q: How is TouchPoint One monitoring developments and making decisions related to COVID-19 impacts?
A: TouchPoint One has been actively monitoring the COVID-19 situation around the globe for several weeks and communicating frequently with our employees. Our team across the business meets daily to assess new information, make decisions, and manage our business continuity planning in response to new information as it becomes available. This team is informed by a cross-functional working group that is continuously monitoring and assessing the latest health and economic updates, government mandates and restrictions, and employee and business impacts.
Services / Products
Q: Who can I contact if I have questions about my service?
A: The Acuity Platform is, by design, remotely managed. Customer service is multi-channels enabling support to be provided via cellular or Internet phone, chat/IM, email, web meeting, and in-person if required. The TouchPoint One support system is globally redundant and can be operated anywhere in the world.
Q: What procedures does TouchPoint One have in place to decontaminate its offices and server facilities in the event of a pandemic, such as COVID-19?
A: TouchPoint One contracts with professional cleaning and maintenance service providers. These firms provide scheduled preventative and on-call services within TouchPoint One space. In response to COVID-19 TouchPoint One has increased daily cleaning frequency as recommended by the
Centers for Disease Control and Prevention (CDC).
Q: Has TouchPoint One faced any impacts (direct or indirect) to its supply chain and/or workforce that have impacted the delivery of products/services that we receive from you?
A: No. We are, however, in constant communication with our key suppliers and sub-suppliers to understand any potential or actual impacts, and are prepared to work across the business to make any adjustments that are necessary.
Q: What is TouchPoint One’s plan to manage impacts (direct or indirect) to its supply chain? Does the company have second sources under consideration?
A: We have multiple suppliers for the majority of our critical infrastructure needs. Additionally, the manner in which we deploy the TouchPoint One Acuity Platform inherently leverages a vast number of bandwidth and web hosting relationships.
TouchPoint One can’t mitigate every possible supply chain impact simply by leveraging multiple suppliers. When we encounter any supply chain interruptions that cannot be mitigated, we work across the business to prioritize the work that gets done with a focus on minimizing or eliminating the overall impact to our customers.
Q: Do we need to know about or anticipate any significant delays to the delivery of TouchPoint One products/services as a result of COVID-19?
A: We do not anticipate any significant delays in the delivery of TouchPoint One services. Our Services and Support teams are equipped to work remotely. There could be a minor increase in the mitigation time for some support cases due to challenges in collaboration across remote employees, but we’ve not experienced any such challenges to date.
Q: What travel restrictions has TouchPoint One put in place for its employees?
A: TouchPoint One has restricted all company travel globally, only permitting that which is business-critical and approved by executive management. TouchPoint One travel guidance will be equally or more restrictive than the advisory levels provided by the
Centers for Disease Control and Prevention.
Q: Is TouchPoint One requiring employees who have traveled to highly impacted areas to self-quarantine for 14 days?
A: Yes. We are asking all employees who have traveled to locations categorized as a
CDC Warning Level 3 to self-quarantine for 14 days, starting with the last day of potential exposure to the coronavirus.
Q: Do TouchPoint One employees have a means to report to the company if they have been diagnosed with COVID-19?
A: Yes. TouchPoint One has set up a discreet self-notification process for any employee who receives a confirmed or presumptive diagnosis. This process has been communicated to all TouchPoint One personnel via multiple channels. In a case where someone self-reports a diagnosis, TouchPoint One will take the necessary and appropriate internal steps to preserve confidentiality, mitigate further spread and comply with any public health obligation.
Q: Does TouchPoint One have a work from home policy and/or remote work capabilities?
A: Yes. Currently, all TouchPoint One employees work from home offices.
Q: I have additional questions beyond those in the customer statement and this FAQ. Who should I contact?
A: Your TouchPoint One sales and/or service representative can help with further questions. Inquiries may also be sent to
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