The following policies are now in place:
Global travel restrictions. Effective immediately, InterSystems is suspending business travel to locations around the world. These new travel restrictions, which include travel within the U.S. and Europe, are added to our previous restrictions of any travel to Italy and mainland China.
Extended work-from-home policies. Effective immediately, in the United States, we are encouraging those employees who can work from home to do so through the end of April. This is in addition to previous work-from-home policies in China, Japan and Italy. Our Global Trust team is monitoring the situation daily, and we will adjust the scope of this guidance and consider mandatory expansions in other high-risk areas, as necessary. Our Technical Services team is prepared to expand work-from-home capabilities to employees in any area needed as the situation continues to evolve.
Restructuring of events. Out of an abundance of caution for the safety of our employees, customers and partners, we are, like many organizations, restructuring our scheduled events and doing what we do best: leveraging technology to connect people and information virtually from wherever they happen to be. We have also canceled physical InterSystems-hosted events globally in March, April, and May and will continue evaluating whether to host or attend future events.
Frequently Asked Questions
Q: Do you expect COVID-19 to impact the availability of InterSystems products?
A: No. At this time, we do not anticipate that the pandemic will have any impact on either the contents or timing of product releases.
Q: Do you expect the COVID-19 pandemic to impact the delivery of support services?
A: No. Our Technical Assistance and Software Update services are designed for 24 x 7 global operations, even in the face of unexpected events. We have procedures in place for operating when offices are closed and external circumstances are changing rapidly, and these have been successfully deployed during major disruptions caused by weather, earthquakes, terrorist activities, and other events.
Q: Do you expect the COVID-19 pandemic to impact the delivery of implementation services?
A: Yes. Although most of our implementation work can be done remotely, we expect to have as-normal-as-possible timescales; however, as some of our implementation work is with frontline healthcare organizations, these projects may need to be realigned in consultation with our customers. With that said, InterSystems helped a customer in China go live with InterSystems TrakCare® unified healthcare information system on site in February, taking every precaution to prevent the spread of COVID-19.
Q: Do you expect the COVID-19 pandemic to impact the delivery of managed services?
A: No. Our managed service offerings are designed for resilience and managed remotely. We don’t anticipate adverse performance or availability impacts.
Q: What measures have you taken to hinder a further global spread of COVID-19?
A: Ensuring the safety and well-being of our employees, customers, and partners is always our top priority. Given the evolving nature of the COVID-19 outbreak and new cases continuing to be identified in countries and communities around the world, we’ve updated travel restrictions and put new guidelines in place for group meetings/events. With increased travel and gathering restrictions, we hope to protect our employees and their families from unnecessary exposure and also contribute as a global citizen to slowing the spread of infection and reducing the impact on overburdened health systems.
Additionally, some of our offices have been closed and in others employees are strongly encouraged to work from home due to community outbreaks. For InterSystems offices that remain open, we have put in place multiple proactive measures, including ensuring there is hand sanitizer or other disinfectant in public areas for employee to use.
Q: Which offices are closed?
A: At present, the InterSystems Milan office is closed. Our Beijing office reopened in February.
Q: What is the impact of office closures?
A: Our goal is that customers should see no impact. We have good tools for working at home and continuing to deliver at a high level. In fact, with many employees avoiding long commutes and frequent business travel, we have an opportunity to be more responsive to customers even as we are missing out on face-to-face contact.
Q: How does InterSystems prepare for these kinds of situations? Does InterSystems have a business continuity plan?
A: Crisis Management Teams are following the InterSystems Corporate Business Continuity Plan, which provides guidelines, processes, and procedures for responding to and managing the occurrence of a crisis that affects InterSystems operations. The information and procedures presented in the plan take into account recommendations from the World Health Organization (WHO), the Centers for Disease Control and Prevention (CDC), and other authoritative sources.
Q: Will InterSystems Global Summit be held in October?
A: It is too soon to tell. We are making contingency plans, but circumstances are still too fluid to make any decisions or even to know when a go / no go decision might be made.
Q: What steps has InterSystems put in place to minimize any potential contagion in their office?
A: We have put in place multiple proactive measures across InterSystems offices, including doing our best to provide hand sanitizer or other disinfectant in public areas for employees to use as they need and disinfecting all surfaces frequently. We have shared internal messaging describing personal hygiene steps to minimize the spread of the coronavirus. Country-specific initiatives in terms of communications and manager information is being disseminated by local leadership and Human Resources.
Q: Where may I go if I have additional questions?
A: For COVID-19-specific questions, please email: COVID-19@InterSystems.com. For customer service-related questions or product support please contact Support@InterSystems.com.