Catchpoint Continuity Plan

Note to Catchpoint Customers

We want to share Catchpoint’s plan to maintain full operations and our unwavering support for you while keeping our teams safe during the coronavirus pandemic. We do not anticipate any significant disruptions in Catchpoint services. We understand the important role our company plays in delivering digital experiences to your customers and employees. We do not take this responsibility lightly.

We are all dealing with this rapidly escalating situation with the utmost concern for the well-being of our colleagues and our customers. This outbreak is a public health crisis, and we hope you and those in your personal and work communities remain healthy and safe.

Dealing with and resolving crises, major IT outages, incidents, and failures is our business, so we are happy to report that we’re ready to deal with this crisis with confidence for our customers.

Establishment of a Business Continuity/COVID-19 Executive Task Force

Various members from across our operations, finance, human resources, communications, marketing, client care, and information systems functions comprise our task force. The team is in constant communication as they work collaboratively to address new developments and prepare for next-level scenarios.

The Catchpoint Business Continuity Plan has been activated and focuses on improving our critical incident management processes. This means our Engineering, SRE, and Ops teams are ready to keep our systems running.

The Centers for Disease Control (CDC) has guided businesses and employers. Catchpoint will not only be following these guidelines, but we have taken additional steps to ensure the continuity and safety of the systems and data your business relies on. In the past several weeks, we have rolled out the following measures:

1. We will maintain all service levels by enabling our staff to securely work remotely.
2. We have implemented a mandatory work-from-home policy and all Catchpoint office locations will remain closed for the foreseeable future.
3. We’ve eliminated all non-critical business travel for all Catchpoint employees, and we’ve made any business travel voluntary at the employee’s discretion.
4. We’ve eliminated all non-critical customer and vendor visits to our offices.
5. We’ve canceled or postponed participation at industry events and conferences.

We’re Here to Help

It is very encouraging to see the tech community coming together in the past month. Many vendors have offered to help where they can while maintaining business and employee safety.

Being in the monitoring business allows us to help the enterprise community and assist our IT operations colleagues in need. This week we announced a free program designed to help assure business continuity during the crisis. It’s available to the entire enterprise community as they confront a huge spike in remote workers.

The Catchpoint team is ready to deal with the crisis with grit and resolve. We want to assure you that you can rely on us with 100% confidence.

In times like these, we rely on our core values and principles: “Customers, Employees, and Products.”

We remain committed to partnering with you as we all navigate these unchartered waters. If, at any time, you would like to speak with any of our professional staff, please contact your CSM or any of us.

You can check the status of our services and infrastructure at https://status.catchpoint.com/. For COVID-19-related questions that aren’t answered below, please contact our Customer Support Team, or your dedicated CSM.

The Catchpoint Executive Team

Mehdi Daoudi, CEO

Dritan Suljoti, CIO

Arnold Sanchez, Chief Customer Officer

Nik Koutsoukos, VP, Marketing

Yu Ng, Director, Customer Service

Nithyanand Mehta, VP, Professional Team

FAQ Regarding our Services

Do you anticipate any service disruption or support by either yourself or your subcontractors due to COVID-19?

At this time, we do not anticipate any service disruptions due to COVID-19. We are monitoring the situation closely and will update as information becomes available.

What happens if one of our data centers goes down? Who will remedy it? Does it require a person to be on-prem?

We are in constant communication with our data center providers to ensure that remote hand management is available at any time.

The Infrastructure and Engineering teams are on standby to remedy any situation. We feel confident in our ability to service our most critical facilities with our approved partner.

Which vendor contact is responsible for communicating any disruption in their service to customers?

Our Customer Support Team is fully operational and will reach out as they would with any other outage or incident.

What communication method will Catchpoint be using to inform customers of an interruption?

The various methods that we use on a regular basis (phone, email, and online chat) are available a usual. Please check support.catchpoint.com.