Coronavirus Outbreak: Business Continuity for Indio Customers
With global attention on the COVID-19 outbreak, each day brings more uncertainty for businesses and our communities. We are continuing to monitor the developments on the outbreak and are taking the appropriate steps — consistent with CDC and WHO recommendations — to support the ongoing health and safety of our employees, their families, our customers, and the surrounding communities.
As such, we wanted to inform you that as of last week, we implemented our business continuity plan and required Indio employees globally to work from home. This action is part of our standard business continuity plan to ensure the continuous operation of critical systems and functions for our customers and partners. Please know that we are acting out of an abundance of caution and practicing social distancing to protect all the members of Team Indio and support worldwide efforts to stop the spread of COVID-19. We are here as your trusted technology partner to assist with your business continuity plan to ensure your business can operate without interruption.
Our Commitment to Our Customers
Your business continuity is our #1 concern. As your trusted technology partner, we are here to help your business continue to operate without interruption. While the situation evolves, we understand you may need to manage your business operations remotely.
We have heard from many of our clients in recent days and wanted to keep you informed on what we are doing to ensure business continuity:
- Support: Regardless of the time or where you are, you have around-the-clock access to our world-class Support team. This business continuity plan sustains customer support remotely without interruption.
- Indio’s Technology: Our technology remains highly available and our data facilities continue to run the Indio environment, providing active redundancy sites with the latest customer data. Indio’s data centers remain monitored 24/7 by a dedicated team of specialists.
- Product Development: Our teams continue to develop Indio software products and pre-scheduled releases should not be impacted.
- Business Processes & Infrastructure: We have taken steps to ensure the reliability of our critical business processes and supporting infrastructures (like network, VPN services, cell and VoIP phones, etc.) to keep our staff connected to our customers.
- Preventative Measures: In addition to requiring our employees to work remotely during this time, we are also encouraging them to take preventative measures, like regular and consistent washing of hands and use of sanitizer, in their day-to-day lives.
Business Continuity Planning Tips
As you navigate this current outbreak, we recognize there is an abundance of information available to you regarding business continuity planning that, at times, can be overwhelming. Below are basic tips and possible scenarios to consider for your business continuity plan that can help you operate during an emergency to reduce loss and mitigate risk at your business.
Step 1: Make a plan
- Consider possible threats to your business such as fire, hurricane, tornado, earthquake, server crash, data breach, theft, human error, and pandemic.
- Determine how your business can and should respond to each threat listed. Identify specific situations that put plans in motion when you are facing a threat. Consider routine “scenario exercises” where you test your plan’s effectiveness and ensure it is routinely updated.
- Create a “no warning” plan for situations where you have no warning.
- Involve your team in creating and documenting your plan, and communicate any updates to the plan or situation at hand as they happen.
Step 2: Consider the role of technology
- Evaluate if your business is set up to manage operations remotely, and the technology required to do so.
- Consider leveraging digital application and renewal collaboration tools, allowing for the client data capture process to take place remotely.
- Convert standard paper files into electronic files when possible.
- Consider how e-signature technology can keep your customer process moving forward when you can’t be in the office or meet in person.
- Have one or more laptops set up to access your management system remotely.
- Consider purchasing a wireless hotspot to connect to the internet through your cell phone provider should the internet go down.
- Have a plan for telephone calls to be rerouted in case your phone lines are down. A third-party call center or another office outside the disaster zone should take emergency calls.
Step 3: Protect your data
- If your applications are not cloud-hosted, take these actions to protect your data:
- Back up data daily and in multiple locations.
- Test backups regularly to ensure proper functionality.
Step 4: Create a communications plan
- Communicate to your customers about your ability to manage through these scenarios. Leverage your website, proactive outbound communications, and social media to reach your customers. Provide contact numbers and instructions for claims.
- Research and decide if text communication is right for your employees and customers. If so, collect cell phone numbers and look into mass texting options.
To help mitigate the risk the COVID-19 outbreak may pose to your business, the Centers for Disease Control and Prevention (CDC) and World Health Organization (WHO) are closely monitoring the situation and providing guidance and resources, including:
- WHO Resources:
- CDC Resources:
- Other Resources:
We have extensive experience in planning for and responding to a wide variety of situations and remain unwaveringly dedicated to supporting every one of our customers. Our mission has never meant more than it does now, and we remain committed to empowering you to safeguard and protect what matters most to millions of people around the world.
If there is anything we can do to support you during this time, please do not hesitate to contact the Indio Support team at firstname.lastname@example.org