Press Release

Aptum Corporate Update Regarding COVID-19

Aptum

 July 21, 2020

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Note: Aptum’s initial COVID-19 corporate response was posted on March 13, 2020 – due to the evolving situation, updates will be made and noted as additional precautionary measures and responses are initiated.

The following is an update shared by Aptum with concerned parties regarding the company’s preparedness and response to the heightening coronavirus (COVID-19) outbreak.

The health and safety of our staff, our customers, our communities, and all of those with whom we work and do business, continue to be of utmost importance.

Aptum is actively monitoring the developments of the COVID-19 outbreak and remains in close contact with our global employees, partners, vendors and, importantly, customers. We are following the latest guidance from local authorities, the Centers for Disease Control and Prevention (CDC), the Public Health Agency of Canada (PHA), the National Health Service (NHS), and the World Health Organization (WHO). The following is the latest information about our related readiness and response:

Gradual reopening of data centers and offices
Last Updated: July 21, 2020

As reopening discussions begin in the wake of COVID-19, we are monitoring the situation closely and are actively preparing for a gradual, safe return to our offices and data centers.

We are mindful of the numerous concerns and priorities we must balance within our reopening framework – and remain committed to the health and safety of our employees, customers, and the entire community. We will ensure our reopening processes are in accordance with safety guidelines outlined by local governments in the communities in which we operate, as well as the relevant national health organizations.

It is worth noting that not all regions will be reopening at the same time; it will be entirely dependent on the conditions in each region.

We continue to monitor the situation and will provide updates on this page.

The data centers located in Ontario, Quebec, British Columbia and England will allow access to their customers with clear guidelines and procedures to remain COVID-19 secure. As a result, the following changes are in effect:

  • Access will no longer be restricted to emergency work only.
  • Physical access will no longer need to be by appointment only, and unescorted 24×7 access will be restored. Existing access cards will be reactivated.
  • Fingerprint scanners will remain disabled for the interim to reduce touchpoints.
  • Smart Hands & Eyes will no longer be free of charge; however, we would still encourage the use of this service to eliminate the need for physical access to the data center. Aptum’s Smart Hands & Eyes service operates as an extension to your IT team where our technicians act as your “hands and eyes” to perform various maintenance tasks on your behalf when you are unable to be physically present in an Aptum data center.
  • Masks or face coverings will be required to access the facilities and must be worn at all times. Please ensure to bring your own face covering.
  • Customers bringing guests will need to open a ticket through our ticketing system prior to arriving on site to allow access for the guest.

Essential Business
Last Updated: March 25, 2020

In response to the growing COVID-19 outbreak, many governments around the world have ordered the mandatory closure of all non-essential workplaces to help contain the spread and “flatten the curve”.

We want to reassure our customers that Aptum’s global data center and connectivity services are exempt, as we provide an essential service. We’re proud to share that many of the organizations we provide infrastructure solutions to are first response services and leading research organizations, which must continue to function smoothly and effectively. We will continue to make every effort to prepare and respond in order to minimize any disruption to our customers’ operations.

In addition to the precautionary measures taken regarding access to our data center facilities –  we have implemented a stringent review of all Fiber orders to limit the truck rolls and on-site visits for our Field Technicians and Site Planners to safeguard our employees and ensure the smooth continuity of our customers’ operations.

Executive Response Team
Last Updated: March 19, 2020

Aptum’s established Executive COVID-19 Response Team and Executive Leadership Team are actively monitoring the situation. The response team is meeting daily to maintain proper preparedness and to ensure timely appropriate response, which may include increased protective measures at all locations applicable to all staff and visitors, monitoring critical supply chain, and management of Aptum’s workforce. This team is orchestrating the additional precautions and responses outlined in this update.

Business Continuity Program
Last Updated: March 30, 2020

Aptum has triggered its Business Continuity Program (BCP) to mitigate the risk of business interruption resulting from COVID 19. It is in accordance with this program, that Aptum established the Executive COVID-19 Response Team. The BCP is designed to protect the highest priority elements of our business first. This means the health and safety of our personnel is of upmost importance, closely followed by the operation of our data centers and network.

Customer Support
Last Updated: March 13, 2020

Aptum is committed to taking precautionary measures to ensure continuity of customer service while maintaining employee safety. Out of an abundance of caution, and for the protection of our employees, our customers, and our broader communities, we have invoked a remote work policy for all non-essential staff as recommended by public health officials. As a result, our support response times may be slightly delayed – we have assured customers that all tickets and contacts will be answered as swiftly as possible. We thank our customers for their understanding and patience.

Service Levels
Last Updated: March 13, 2020

At this time, our locations are not impacted by the outbreak and service levels remain unaffected.
However, we are not complacent to the threat and have ramped up preparations at all locations. We will continue to make every effort to prepare and respond to this threat in order to minimize any disruption to our customers’ services.

Supply Chain
Last Updated: March 13, 2020

Aptum continues to monitor impact to its supply chain given the unpredictable nature of the outbreak. We are actively working with our suppliers and service providers to manage the risk of disruption to the extent possible.

We are monitoring changes in activity in the market that may affect both availability of supply and changes in demand. In particular:

  • Widespread disruption to manufacturing in China has lengthened fulfilment times for orders of equipment and we anticipate this to continue for the short term, particularly for large scale deployments.
  • A surge in demand for ‘at-home’ entertainment (streaming, gaming) services due to people self-isolating is beginning to emerge. Similarly, we expect to see an increase in demand for online collaboration and communication tools, SaaS products, and other services that support remote work.
  • With the above in mind, we have asked our customers to be proactive in discussing their requirements so that we can support them in securing the necessary equipment and help them manage the potential impact.

Our People
Last Updated: March 19, 2020

We are fully committed to taking all actions necessary to protect the safety and health of our employees, our customers, and our broader communities.

Out of an abundance of caution, and for the protection of our employees, our customers, and our broader communities, we have invoked a remote work policy for all non-essential staff as recommended by public health officials.

All non-essential business travel has been suspended until further notice, as has participation in any mass gatherings/events. In addition to the precautions regarding business travel, Aptum has asked that all staff that have undertaken personal travel self-isolate at home for a 14-day period. Further internal guidance has been provided in relation to planned future travel so that it is risk assessed and coordinated across our workforce.

Internal communications are being regularly issued via multiple channels to ensure alignment and rapid response across the entire business. All Aptum site locations and employees have been issued extensive hygiene and self-isolation guidelines (based on recommendations from public health officials) to enable the proactive protection of themselves and those in contact with them.

Employees have been advised how to respond if they develop symptoms that could indicate they have been exposed to the coronavirus infection or if they become aware of the potential to have been exposed to a person infected with the coronavirus. This includes guidance on how to self-monitor and asks that employees who test positive for Coronavirus or show symptoms of Coronavirus self-isolate for a period of 14 days.

Aptum has also introduced procedures so employees can report symptoms and/or a positive diagnosis, even if working from home, to proactively trace possible infection vectors amongst our workforce.

We continue to watch the latest advice from public health officials around the globe and will adjust our policies in real-time accordingly

Communications and Updates
Last Updated: March 19, 2020

As part of our general communications and media plans, as well as our Business Continuity Program, we will continue to communicate with our customers and partners as the situation evolves. In addition to updating the available information on Aptum.com, we will continue to update all our customers with relevant and timely information via email and tickets.

We understand that events such as COVID-19 create uncertainty and concern. We want to assure you that we are fully prepared and have all necessary measures in place to ensure continuity for our customers during this exceptional time.

Please contact your account representative with any related inquiries.


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