As Coronavirus COVID-19 spreads around the globe, Centrify continues to actively monitor and assess this ever-changing situation. We always strive to be as transparent as possible and know that many of you have questions regarding Centrify’s response during this challenging time. This communication is intended to supply answers to our customers around our operations and support services.
Our goal is to keep Centrify employees, families, customers and visitors safe, with no disruption to our customers and company operations. As a global company, many of our employees already work remotely, or at one of our several satellite offices. One of our operational philosophies is that all of our employees should be equipped to work remotely from anywhere around the world. This allows us to deliver support and operational services in a secure and efficient manner, despite any disruptions.
A detailed Business Continuity Plan has been in place for many years at Centrify, and remote work is utilized on a daily basis as part of our operations. As such, Centrify is recommending that all of our employees work remotely for the time being, and we have temporarily halted all non-essential travel for the near future. We continue to evaluate the situation on a daily basis and will make adjustments as necessary. We will update information periodically as we learn more, and as we receive more questions.
Centrify Technical Support is a global organization with support centers worldwide that enable us to provide 24X7 support. The processes and procedures established internally to provide a follow-the-sun support model allows us to be prepared to leverage our other locations as situation demands. We invest in world-class, enterprise SaaS solutions with fully redundant and distributed architectures for our support services.
Our Customer Support Portal, https://www.centrify.com/support, is an online resource that provides a comprehensive knowledge base and allows for our customers to raise any support cases, access product documentation, and receive the latest product updates. This portal will continue to be available and any updates regarding our operations will be posted in the Centrify News and Announcement section of The Centrify Community channel.
Customers can also call us at the below numbers for any assistance:
1-699-444-5200, Option 2
|APAC:||1-699-444-5200, Option 2|
Our operations teams have the necessary remote access to perform their jobs and to ensure availability of cloud services. Our cloud services have always been built with availability and redundancy as part of the core platform. Our services are built natively on top of the cloud platforms they operate on so they can take advantage of automatic replication of data, redundancy, and the ability to scale out and up as required. More information on these services can be found at https://www.centrify.com/resources/centrify-identity-platform-trust-statement/
Our Professional Services organization has delivered remote consulting engagements for over 10 years, and continues to do so at our customer’s request. This includes our continued ability to provide Virtual Instructor Led Training (VILT) to support our customers who have also chosen to have their employees work remotely.
Sales and Account Management
New business, account management and customer renewals will continue without disruption. Centrify’s sales force has always worked remotely and has the ability to provide product demonstrations, virtual meetings, and conference calls.
Centrify is a cloud-based company and utilizes the best communications technology to support our employees’ ability to work from anywhere. All of our customer relationship, support, finance, collaboration, and operational tools are best-of-breed, and our Business Continuity Plan includes these types of scenarios to ensure we have the ability to continue to deliver services.
In summary, our top priority continues to be the health and well-being of our employees. That will further empower us to continue providing excellent service for our customers at the high standards they expect. If you have additional questions, please direct them to [email protected].